#Horrible customer service

1 messages · Page 1 of 1 (latest)

cloud arch
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I emailed over a week ago for my 60he that was faulty out of the box to the point its unusable. Emailed again asking if they were going to respond. Still nothing. So now ill just sit with this 200 dollar paper weight sitting on my desk until i finally just say fuck it and file for a charge back on my card.

unique egret
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The keyboard didn't work at all when you plugged it in?

cloud arch
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The keyboard worked. All but for the fact the 3 key wasn’t working. But then randomly it was like 3 was set to other keys as a dual input. Then it would change keys. Then it would switch to actuating the number sign on random keys. Then it would just randomly input multiple 3s in a row whether you pressed a key or not. Now it just constantly spams 3s while its powered on. Ive done multiple resets. Ive changed the switch a couple times. I tried to switch to the pc plate. I disabled that socket on the pcb and it still did it. Its unusable.

unique egret
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Also one thing I didn't know about the keyboard when you first use it, it uses the arrow keys on wasd on the main profile, so not sure if its a profile thing or not

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Have you tried customizing the keyboard, and changing the keys?

cloud arch
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Yes. I went through all of the profiles in the wootility. Even in it were a profile issue , it wouldn’t explain the constant repeating of the number 3. I wish it would have been a simple fix lol. I was extremely excited to get this built out in a nice case and cap set.

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Honestly they could produce the same keyboard and sell them for 15 bucks and i wouldn’t be able to recommend them after their ridiculous ticket time. No reason ever, should any company go longer than 5 days without at least acknowledging a customer service concern. Because now I feel like they have ignored my issue and ripped me off for over 200 dollars.

unique egret
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Did you replace the case immediately when you took it out of the box?

cloud arch
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No. I hadnt ordered the case or anything yet. The issue with the 3 key was out of the box plugged in. With the cable that came with the keyboard. I hadnt done anything except plug it in. I didnt notice the 3 not working til i ran the wootility. I plugged it in and tried to play call of duty. The game seemed to be acting weird (which was realized later to be from the random 3 input) so i shut it off to open the wootility to change the lighting. While the wootility downloaded i changed the keycaps to the wooting take control key caps, and changed the lighting in the wootility. Tried to play call of duty again and it was doing the same thing, i swapped keyboards mid game, and it was perfectly fine. So i closed cod and opened the wootility again, and was checking out the different tabs when i got to the one that shows the current input. It was randomly actuating 3. Now it almost constantly spams 3, even tho the 3 switch has no keybind in the wootility.

unique egret
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try a different switch, use one of the replacements see if that works, could be a faulty switch possibly, don't know for sure, but narrowing down the possible issues

cloud arch
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I did. I tried both of the spares. I thought maybe the stock metal plate was warped causing excessive tolerance under the switch, so i swapped to the pc plate, nothing. I tried multiple resets. I checked the pcb for residue. Ive done everything but be able to narrow down whether it is a broken trace in the pcb or a bad processor. Ive done everything i could think of on my end. I just want them to respond and get this resolved.

unique egret
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I read somewhere that the wooting staff team are having trouble answering emails due to being really busy, and since the thanksgiving, and christmas aren't that long away, I'm would not be suprised if they are getting way more email than they can read, plus keep in mind that they are a small company, and they are still building up to be, an even bigger company, plus Razer is way worse I have heard people getting their replacements after 5 months, but wooting holds on to extra keyboards just in case, so it can almost immediately get shipped to you.

vast sky
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Hey sorry to read about your experience. Customer service is super loaded and we are actively responding as fast as we can but also trying to solve tickets.

Regarding your issue, to give you a quick fix try the following:

Customer test firmware.
Instructions to install:

  1. Go to https://wootility.io/?test-builds=true
  2. Connect keyboard
  3. Go to Settings -> Updates
  4. Click “Get test firmware”
  5. When loaded, select v2.7.1-test.signal.0 - ...
  6. Click “Install firmware”
Wootility Web

Instantly edit your Wooting keyboard profiles and colors from the browser.

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We’re working on a new beta that will include the improvements from the firmware version. In shorts it has a better algorithm for signal processing. It increases accuracy and stability significantly.

It’s a long tail project we’ve been working on*

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If that doesn’t fix it, then we can easier identify it has a hardware issue.

cloud arch
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I installed the test signal firmware. It still did the same thing. I rolled it back to the older firmware, and its still doing the same thing. All the key binds are factory out of the box. I pulled the switch out of the board, and it’s still repeatedly spamming the number 3. I don’t understand. I dont know what else it could be. The only way i stop it now is by fully disabling that socket.

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By the way, thank you very much for responding. Even tho as of yet, it didn’t fix the issue, i appreciate the response.

cloud arch
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Also i have the rgb set to the aoe effect. So the whole board should be dark until a button is pressed. Now that tells me that that socket is constantly picking up a signal.

ancient flower
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Horrible customer service:

I ordered a wooting keyboard and I was supposed to be receiving the package today but I haven't received anything yet. I searched every inch and corner outside of my home and called fedex and they didn't help.

I received the email from fedex in which they stated they delivered the package at 11:04 Am and I went outside to check at 11:06 Am which mean that it couldn't possibly have been stolen.

I didn't see any sign of any fedex truck when I went outside. Is there any way Wooting can help me with this? I repeat I searched ever crevice on my property and asked my family members if they had seen or received any package but couldn't find anything.

It's been almost a week now and literally no sign of any help. Ive only gotten an automated email telling me help is on the way and nothing. Can I even refund the keyboard if it never even got delivered to me?

vast sky
vast sky
# ancient flower Horrible customer service: I ordered a wooting keyboard and I was supposed to b...

You usually receive a request to search, check neighbors, call FedEx local pickup point. After all efforts were put in, we start a case for new shipmentS

Do note that this a failure (responsibility) of the carrier and we do these things complementary. From my knowledge a lot of other sellers are very simple with these things:

Tracking states it’s delivered, it’s delivered unless able to prove otherwise with evidence.

This is a scam loophole, therefore this is also reviewed with scrutiny

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For the rest, can only recommend to wait patiently for CS to follow up. We are going through everything.

cloud arch
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It has been like this since i received it. I actually emailed wooting the day after it was delivered which is the day i actually got to open it.

cloud arch
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Still no response. Over 2 weeks and counting.

vast sky
vivid blade
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That's crappy mail service

cloud arch
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I sent you the order number. I just received an email today instructing me to try the same firmware you sent me.

vast sky