Experience with Wooting’s CS

[devout arch]

Hi there,
I sent an email on 3rd of June 2025 about my 80he module defect (the sensor is broken and wasn’t intact).
I haven’t received any answers until this day.
I sent another one as well on different topic / category since i just found out that i should have used “arrived broken” (i sent it on 5th of June).

I have noticed from someone’s message that the support had some issues on it.
Is there a way so i can get the response faster then i can receive my pcb replacement quicker since i really need a keyboard rn?

Thank you,
Have a nice day

[rugged field]

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!

[neon fox]

If you sent an email it can take longer to get a response since it won't go to the right people automatically, that's why the wizard should be used

[devout arch]

at first i sent the email through the wizard, and replied it afterwards containing pictures and a bit more information about the problem with my pcb…

then the wizard replied as i never made an ticket(?)

something like that

[neon fox]

Ah I see

[devout arch]

and i saw from someone’s post that the wizard had an error(?)

[neon fox]

I assume you mean this #1382360004711026698 message which seems to have been their system not sending the auto reply

[devout arch]

yep..

also after this reply, i sent some new pictures about the sensor on my pcb and there wasn’t any reply at all

[neon fox]

I'm pretty sure you won't get an auto reply after the first one

[devout arch]

is it possible to return the module set (with the pcr case) and change it to prebuilt version?
(i will pay more ofc)

i hope someone can help answer if they have experienced it before

[thorn harness]

You can always return it if you received less than 30 days ago, get your money back, and then buy again whatever you want.

Import tax? Usually when you export something you imported you can ask for it back, no? In the customs office of your country.

The return shipping you have to pay from what I heard.

[devout arch]

i never experienced this before, so i don’t know about returning the import tax money..

[devout arch]

the return shipping to wooting is free…
from a person i asked that have experienced it

[thorn harness]

I did it once when I bought something from China and returned it and in my country you send some form + proof of purchase and the return shipment and they send it back to me. It’s government stuff so I got it like a month later but I got it 🤣

Yeah government stuff is always like that here, slow and annoying…

[devout arch]

if it’s not possible then maybe i will stick with the module & case

but i hope i can just get the prebuilt since i want to do some testing with the 4.0mm

[thorn harness]

Then you have to wait for support and see how it goes.

[keen topaz]

Posting about it here won't change that. Our technical team are a bit swamped with tickets at the moment. We're doing our best to respond to everyone asap.

[devout arch]

it’s alright

[keen topaz]

I don't see why not. If we're replacing the product, it should be possible to pay whatever price difference there is and get something else. But this is ultimately up to the warranty support team to decide how to best address.

[devout arch]

if it is possible then i will be happy to pay more money tho

[devout arch]

alright Mansen,
Once again thank you for answering my question

[keen topaz]

[devout arch]

have a nice day

[devout arch]

Everything went smoothly

Thank you for the help

Love the customer support as well