Lack of customer support?

[tribal wedge]

I received my Wooting 80HE recently, and the $100 premium keyboard case I ordered came scratched up right out of the box. I expected better quality at this price point.

I also tried to open two support tickets through your official website and was told to expect a confirmation email each time—neither ever came through.

This is my first high-end keyboard experience, and so far, it’s been more “Walmart clearance bin” than premium. I’d like to get this resolved ASAP. Please advise on next steps for either a replacement or refund.

Anyone can point me in the right direction?

[tacit flame]

Thanks for posting your support request!

Note: #community_support is only for answering general questions and for troubleshooting.
All order-specific and shipment-specific support must be handled via the Wooting Support Wizard*
(You need to create an account on the Wooting Hub, using the same email address as your purchase. The account is not created for you automatically!)

Troubleshooting your Wooting Keyboard? Try these steps first!
Basic Troubleshooting

Questions about shipping, or what to do if your shipment has a problem?
Possible Problems During Shipping (with Solutions)

Looking for information about your specific order?
You can find that on the Wooting Hub! There you can also add upgrades, update your shipping address, and much more.

Is your order about to ship and you need to pause it for any reason?
Place it on hold via the Wooting Hub!

Do you need to...

• Cancel an order?
• Return/Refund an order?
• Get assistance with placing an order?
• Change the items in your order?
• Change your shipping address to a different country?
• Return a recent purchase?
• Get warranty support?

All of these types of requests need to be made via the Wooting Support Wizard!

[swift fjord]

All order related issues needs to go through the official support which is through the wizard linked by the bot, that you mentioned you've opened tickets through already. When did you open these? It can take a few business days to get a response

[spice anvil]

can you dm me the email you used for the support ticket so i can check why you got no confirmation?

[tribal wedge]

@spice anvil Hi friend yes in my post it says I did not receive a confirmation email check my SPAM multiple times by the way

[spice anvil]

hm you should have definitely received an auto reply.

i can see in the conversation that there was one sent to you

[swift fjord]

It might be unrelated, but someone else mentioned not receiving and auto reply either yesterday (or ereyesterday depending on timezones)

[spice anvil]

yeah i just inquired internally and apparently the workflow for it was broken for a short while

[tribal wedge]

So there was a known issue it had nothing to do with I did.

[spice anvil]

correct although you should have gotten a reply for the ticket you opened today

the one yesterday you sent while we had issues on our end

[tribal wedge]

Can you resend another one? I just want to make sure my issue is heard and that I'm not going to be outside the 30 day return policy and then I'm stuck with a scratched premium $120 case

[spice anvil]

youd already be inside the 30days given your ticket is opened already.

it also says you read the reply you got roughly an hour ago (im not sure if i can even send another auto reply tbh)

[tribal wedge]

That's very weird I have not received any sort of email

I guess we'll wait and see if I receive a response and then we'll go from there

[lyric mural]

Could I have your order number, please?