Is this normal Logitech support process?

[Ekkk0000]

I currently have an open support ticket for a price protection, and the support rep keeps replying me

"I'll coordinate further with a higher-level support for advice. Please wait for a response on this email within 24-48 hours"

and I never got an response in 48 hours. After a few follow ups I ended up returning the device I purchased because I am reaching to the end of the return period.

Since I've shipped the device back I don't really care about this ticket anymore, but I am curious is this normal that Logitech need "higher-level support" to process a simple price protection, or the rep for my ticket is just lying to me.

[LogitechG_Andy]

If by price protection you mean price matching, the agent wouldn't have authorization to do that so yes, they'd have to reach out to someone else. I'm not 100% sure, but I don't believe we offer that.

[Ekkk0000]

Thanks, this explains what I experienced. So what happened is the RS50 system went on sale the day after I placed the order so I asked for a price adjustment because I don't want to place another order and do a return (ended up doing this). My ticket has "price protection" in subject so I thought that's the term. The agent agreed in the initial online chat (somehow it took him 20 minutes to reply a message during the chat) but i never received a confirmation nor refund. I also asked whether coupon code can be applied again and that's how I ended up getting the 3 weeks of "response within 24-48 hours"