Wooting not honoring Warranty

[dim latch]

I recently bought an 80HE kit that included all the necessary parts to build the keyboard, including the zinc alloy case. Unfortunately, the JST cable or the connector on the PCB seemed to be faulty right out of the box. The keyboard wouldn’t power on or get recognized by any USB ports I tried. I contacted Wooting support and explained the issue. After some back and forth, they agreed to send a new JST cable, and said if that didn’t resolve it, we could proceed with a warranty claim.

This morning I received a follow-up email (attached), and I’m a bit confused and frustrated. Doesn’t the warranty cover the zinc alloy case too? I’d rather not receive a plastic part as a replacement, especially since the issue wasn’t caused by me. I understand there are challenges with international shipping and import regulations, but this still feels unfair.

Am I off base for being frustrated? I’d appreciate any insight or similar experiences others might have had.

[edgy bobcat]

Thanks for posting your support request!

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[pulsar osprey]

Hi there, apologies for any confusion here.

Our support team is sending you a new frost case because this product contains a JST cable and a USB daughterboard that you can use to replace the ones in your zinc case.

I'll send a note to our CS team to make this more clear in the email they send out!