hey guys, i just got my wooting 80he TENZ edition. the keyboard came with 3 extra lekker tikken tenz switches, and 1 normal lekker tikken switch, to my surprise, the normal lekker tikken switch won't snap in place and is unusable . im definitely putting it in the right direction. anybody else having this issue? I also noticed something odd. in the tutorial, im supposed to pull the switches from top to bottom, but this method doesn't work with my keyboard. i have to pull them from left to right.
#new wooting 80he tenz edition, possible switch and ghosting issue! T_T
fallow canyon
tardy rainBOT
hey guys, i just got my wooting 80he TENZ edition. the keyboard came with 3 extr...
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spare hollow
Provide pictures, as a start
fallow canyon
Provide pictures, as a start
this issue cant be seen using a picture though...not sure how i could possibly show it 🙁
deep thicket
Post a picture of the switch at least. Maybe it's malformed
fallow canyon
Post a picture of the switch at least. Maybe it's malformed
it looks identical to my other tenz lekker switch which snaps in just fine. , idk. even so, how would you explain the fact that my keyboard switches can only be pulled from left to right rather than top to bottom? i think it has something to do with it. the pcb might be bad or something T_T
i uploaded a video. as you can see, no matter how hard i try to snap the normal tikken switch, it doesnt snap and is loose. the lekker tenz switch snaps in place (you can hear it easily)
deep thicket
Weird. I highly highly doubt there is anything wrong with your keeb. Probably some dumb tolerance issue on that singular lekker tikken
fallow canyon
something feels off here. im not sure T_T
deep thicket
I wouldn't worry about it
fallow canyon
also, another issue popped. https://www.reddit.com/r/WootingKB/comments/1kxiwne/is_there_something_wrong_with_my_keyboard/ similar to this
im having second thoughts about the keyboard. i think i got a bad keyboard. im so disappointed and scared! idk what to do, i really hope the support team will help and not leave me out
deep thicket
Support will take care of you don't worry. You can always exchange/return it if you want
fallow canyon
(i didnt tell them about that ghosting issue thingie yet, it just happened)
i paid alot for shipping and import duties. exchange\return might be a huge hassle. i hope they will help with it
deep thicket
I'm not certain, but I think they pay for everything the first time
fallow canyon
there is an issue with the keyboard, it would be unfair if ill have to pay for shipping and import duties again T_T
speaking of which, that ghosting issue i posted, have you experienced it by any chance?
deep thicket
My board doesn't come till tomorrow. Currently I'm using a 60HEv2
no ghosting issue
fallow canyon
yup, my board is faulty
i should probably open another ticket to show the ghosting issue as well now
deep thicket
Or update the old one if it lets you
fallow canyon
i could try replying to the automated message i received when i opened my first ticket. would that work?
deep thicket
Dunno. Probably not
fallow canyon
guesse ill have to open another ticket. at this rate they might ignore me for spamming T_T i hope that wont be the case
deep thicket
Yea, I'd make new ticket, mention the ghosting issue as main concern, and reference your old ticket so they can group the two together
fallow canyon
i wish there was a phone number to contact them
how would i reference my old ticket? there is no ticket number in the automated reply
sorry if its a dumb question
deep thicket
I guess just state that you opened a prior ticket for the tikken switch not popping in and now you are haivng this new issue
fallow canyon
fair enough. i also replied to an email they sent me with the accessory bug, mentioning if im not interested in it. i ordered it the second it came out, and had to place an accessory in order to be able to complete the order. i also replied to that email and mentioned the swsitch popping issue there as well
deep thicket
Wooting is a good company. They take the whole 4 year warranty thing very seriously as well as any other issues
fallow canyon
3 different emails...i hope they wont get mad T_T
fallow canyon
t.t
man the 500 character letters limit is a pain!
i cant put all the info in 1 request
i suppose the only thing i can do now is wait for them to reply, and pray that they will help. iv'e had awful customer support experience in the past, which is why im so scared and nervous. never expected to receive a bad keyboard. and i never paid such a huge amount for a keyboard before, which is why im even more anxious than usual. the shipping and import fees alone ended up costing more than half of the keyboard itself!
new wooting 80he tenz edition, possible switch and ghosting issue! T_T
livid compass
man the 500 character letters limit is a pain!
Be brief in the initial ticket, respond to the automated response with however much you need.
worthy iron
also, another issue popped. https://www.reddit.com/r/WootingKB/comments/1kxiwne/...
Did you unplug the keyboard before pulling the switch?
fallow canyon
Did you unplug the keyboard before pulling the switch?
no. but it returned a few hours after unpluggin the usb and never touching the switch.
also it happened on a different key, not the one i tried switching the switches
fallow canyon
i have yet to hear back from the support team. starting to get worried. i know it might take up to a week, but still...T_T
royal cosmos
i have yet to hear back from the support team. starting to get worried. i know i...
We have very few tickets left, so this will most likely be replied to tomorrow.
This case is a bit odd, as while issues with the switch can happen, the phantom press you described should not. This is also the latest model with improved QC testing, so it is surprising that you are experiencing this issue.
Regarding warranty, if the keyboard is faulty, the return shipping and the replacement are fully covered, so you will not need to pay for anything. We also have a few options available, so you can choose what suits you best.
As for the issue at hand, I recommend trying out the analog monitor to see if you can capture the phantom presses occurring in the plot. This tool may help us find a cause or showcase the problem.
https://analog-monitor.wootility.io/
also feel free to reply to the ticket with the discord link so staff member can read what has been attempted/tried may save some back and forth to get this resolved quicker
Discord link
https://discord.com/channels/167181566978555904/1467596263162904720
thanks for the reply! the issue with the switch is very odd. how does that happen? does that mean the keyboard switch pcb is faulty and will not be able to accept any other switches?
you mentioned you have a few options available, could you elaborate?
royal cosmos
But Kate but for example
Return and replace
Return and refund
Replacement parts
As for the switch issue I thought that was a tolerance issue ? If the keyboard has issues with other spare switches make sure power cycle the keyboard to let it recalibrate
(Sorry if I miss under discord thread currently 5:41am but out of it)
fallow canyon
i dont have any other switches to try. i'm putting it in the right direction, apply different pressures and it would nevber snap. the other lekken tikken tenz edition switches do snap in place just fine though
what does but kate but means? lol and ty so much for replying so late! ;o
royal cosmos
Not sure what Kate was meant to be I assume phone autocorrect
But those choices below tend be for orders with issue and contact us within 30 days
fallow canyon
oh, i though the warranty is 4 years? those options aren't available for the entirety of the 4 years?
royal cosmos
As for the ten switch maybe a broken or issue with tab will need to recheck earlier conversation later
Warranty
That is correct for example if some one contacted us after 2 years with a problem with a case instead of replacing the entire keyboard we would send a case instead
Please note that the date you contacted us is what counts even if trouble shooting goes over the 30 day it won't affect 30 window
For now I should head back to sleep I will try to check discord tomorrow
fallow canyon
hopefully i will get a response tomorrow. and hopefully they wont leave me to dry and say that itsn ot a concern for them ;o.
and another issue that worries me, if ill have to get a replacement, i might have to pay import taxes again, which is a lot! im so anxious about this whole situation
thank you very much for checking in this late, i appreciate it so much! have a great night sleep! 🙏
fallow canyon
As for the ten switch maybe a broken or issue with tab will need to recheck earl...
so just wanted to update....unfortunately i haven't heard back from the support team as of yet, so im assuming i wont hear back from them today either
royal cosmos
ok that is odd (oldest ticket we have is 5 hours old)
can you pass me your order number maybe it is in the wrong mail box
(EUxxxxx)(USxxxxx)
fallow canyon
ok that is odd (oldest ticket we have is 5 hours old)
ROW55491A is the order number. it doesn't start with EU/US
i also replied to an email that i got sent regarding the accessory checkout bug for the tenz edition.....havent heard back from them about it either
royal cosmos
found it.
assigned this to me
let me go over the discord/email to make sure i dont miss any points
fallow canyon
thank you so much!
any idea why i didnt get a response? was it in the wrong mail box after all?
did you also see my response to the accessory bug issue?
royal cosmos
We have a few teams and mailboxes (shipment, payment, returns, technical/warranty, etc). In this case, your ticket was in a different mailbox, so it required staff to first access the ticket and, if it was for a different subject, move it to the correct mailbox. If that team is a bit behind on tickets, it could take a while, hence the delay.
In this case, I will reply to some of the points mentioned in the Discord post.
- Switch being hard to insert.
Both the Tenz Tikkin switches and Lekker Tikkin switches are made using the same mold. I assume the reason the Lekker switch is harder to insert is due to the switch plate tolerance being very tight. I also assume that when you removed the Tenz Tikkin switch, you may have shaved off a bit of plastic on the nubs, causing it to be reinserted more easily.
As for the phantom presses, it is best to try the analog monitor. At this point, I am unsure what type of behaviour the keyboard is exhibiting. Depending on how it reacts, this can help determine the cause. For instance, some cases may be due to a bad Hall sensor, while others may indicate EMI or external interference (metal desk).
fallow canyon
its not harder to insert. it doesnt snap in at lal. i definitely didn't shave off anything off of it
royal cosmos
have you tried the other spares aswell (even the tenz) ?
fallow canyon
yes. they snap in fine
royal cosmos
well bit odd maybe a bad switch but even then....
fallow canyon
im really worried that something is wrong. i dont knwo what to do. form the way it sounds, it doesn't look like anything can be done T_T
royal cosmos
a bad while while not ideal can happen for now i think the focus should be on the phantom presses part so trying the tool out could be usefull to see if there is any visable issue currently present
fallow canyon
if my keyboard cannot accept any other switches than the tenz, then its really bad. i do plan on buying differnet switches laster on
and what about the accessory bug issue thingie? ive been told in the mail that it will get sorted out
and im not quite sure how to use that analog monitor
royal cosmos
As for the issue with checkout where people could not order the keyboard without adding an additional item, that is handled by another team. Best to wait for them to reply to that email
fallow canyon
i see. hopefully they will even see it....im kinda feeling helpeless and nervous
royal cosmos
as for the analog monitor if you click the link you should be able to click "connect' and pair your 80HE
this will bring up a graph witch will show you the switch current position
Example
royal cosmos
i see. hopefully they will even see it....im kinda feeling helpeless and nervous
if anything wrong with the keybaord you are covered.
regarding switchs i think that is limited to just that spare sample switch (witch is odd) but should not cause any issues with other switchs (if you do you still maintain the 4 year warranty for that)
fallow canyon
if there is an issue with the switch plate, it would have been better if i could resolve this within 30 days, otherwise the warranty gets more limited though
and i opened the monitor, pressing random clicks but im not sure what to make of it
royal cosmos
we also notice that the switch looks to have issue with the bump...
can you please take a few screenshot to help show case the bumps
royal cosmos
Yea i thought you meant the anlog monitor
regarding the switch yea we noticed that from the picture the bumps look to be wrong witch would explain the current issue (the 2 points i circled)
royal cosmos
yea..... a bad sample switch for 60g spring....
fallow canyon
well shoot, i was really hoping to get to tryh it out
although, me and my brother were so hyped about the keyboard, i also ordered him a keyboard. he hasn't received it yet though
perhaps once he will get his keyboard i could try and see if it works. if his switch wont work then something mighjt be off
royal cosmos
Took a quick example of normal tikkin switch
fallow canyon
i dont suppose i could get a good switch sample since mine turned out to be faulty?
royal cosmos
if the keyboard defective we can return the entire keyboard and send anouther or send a replacement parts (so in eithercase you are coverd 🙂
fallow canyon
well
im guessing the only option now regarding the switch is to wait for my brother's keyboard to arrive and try to see if his switch will snap in place?
royal cosmos
that also works but just to double check regarding the phantom presses you mentioned earlier could you use the analog monitor tool to show case phantom presses issue as i think that is a more critial issue as this may indicate the keyboard has issues
fallow canyon
yeah , i figured that sending a replacement switch wouldn't be possible
i have to admit, im still worried that my keyboard switwch plate is faulty, hopefully thats not the case. if my brother's switch wont snap in my board and snap in his, it will definitely mean that my board is faulty
ill also test the switch that came with my keyboard on his. if it wont snap either, then yeah, it'd mean the switch itself was the issue
could i update you here or via PM once ill get to test it?
royal cosmos
eitherworks normal we troubleshoot over email (witch i still need to send a follow up on)
fallow canyon
thanks. ill also update via email as welll
I do wonder about 1 thing though
according to the tutorial, the switches should be pulled bottom to top. and mine doesn't seem to get out that way. if i pull them elft to right, then they get out just fine
thats why im suspicious that something really is wrong with my keyboard
as in, placing the switch puller handlers left to right instead of top to bottom
royal cosmos
Ahh, the early 80HE has tight switch plate tolerances, which is also the case for the Tenz “FR4 switch plate” for the tenz 80he.
While this is a bit tight, it also has some benefit. If you commonly swap switches like I do for the UwU, the switches won’t easily fall out afterwards.
As for the method, many methods work.
- For the tighter tolerance switch plate, sometimes pushing the switches out from below can be advised
fallow canyon
i got the email response. thanks. i already tried putting the switch in various places, not just the spacebar. it wouldn't snap elsewhere either
royal cosmos
Yea i think that switch is bad 🙁
fallow canyon
well, regarding the switch, ill make sure to update once ill get to try my brohters' keyboard. if it will work with his keyboard, then it would definitely mean mine is faulty. hopefully ill be able to get it sorted out if that would be the case T_T
regarding the switches not being pulled top to bottom as instructed in the tutorial video, that's not a concern?
royal cosmos
nar - i do a mix from top/bottom to bottom/top
and if i get tired i (think) of breaking out the hammer but i dont recommend that
fallow canyon
haha, ya i wouldn't dare to think about doing that XD.
but incase the switch will snap in with my brothers keyboard, ill have to get a replacement i suppose?
royal cosmos
Just a note on the sample switch: besides the slight defect, the only difference between the L60 switch and the Tenz is the stronger spring. You can somewhat get a feel for this without inserting the switch, which isn’t ideal but does give you an idea of whether you prefer heavier or lighter springs.
fallow canyon
at this point im more worried that my plate might be faulty. i did try to get the feel without inserting the switch. its kinda hard to gauge the feel of it that way
if the switch will snap with my brothers' keyboard then it would probably mean that mine is defective. i just hope i wont be left out to dry t-t
i will post a video as a proof of course if that would be the case
sorry if im being insistent on this matter. its just that the lekker tikken tenz switch looks identical to the v60 , they look exactly the same to me, and the tenz switch snaps in just fine. its so odd
royal cosmos
yea no worry i understand
side note if this helps we have replacement switch plates too 🙂
fallow canyon
well, i'd rather get a new keyboard and not a newer plate, since its a new keyboard and came like that from the factory. + i'd rather not mess with switching the plates by myself 
royal cosmos
that also works 🙂
fallow canyon
will posting a video as a proof be enough to claim the warranty? in the hopes that it wont come to that.
royal cosmos
right now it looks like the switch is at fault
- tried other switch's (no problem)
- The switch looks to be shaped wrong and would cause issue when inserted (witch match's current problem)
- the switch can't be inserted into any switch hole
fallow canyon
but if the switch will end up snapping in just fine with my brother's keyboard, and his switch wont snap into mine either, that would mean mine is faulty for sure
sorry if im annoying you about this lol, im just trying to calm my self down and get re-assured knowing that i wont be left out in the dust
royal cosmos
its no problem 🙂
fallow canyon
ive never paid so much for a keyboard before, and it stresses me out so bad, i hardly enjoy the keyboard. the import fees+shipping alone ended up being 50% of the price of the board itself!
and the fact taht nobody replied to my support ticket also kept stressing me out
royal cosmos
not as bad as me
bought the keyboard then joined discord to understand how it works next thing i know answering qustions in #1019755933959733258 and was offereed a job after a year
when i spend money on somthing i tend to want to learn as much as possible
fallow canyon
yeah i am quite passionate about keyboards, my brother kind of peaked my curiosity and recommended we order from wooting, even though i was scared
sounds really nice, must be nice working for wooting heh
royal cosmos
it has caused me to have a low amount of desk space (6 keyboard in front of me)
fallow canyon
i never owned an expensive keyboard before. my keyboard went wrong and my brother started explainign to me about this whole world and i actually got fascinated about it
fallow canyon
it has caused me to have a low amount of desk space (6 keyboard in front of me)
i wouldn't mind taking some off of you if you need more space haha xD
royal cosmos
yea the wooting was alot for me i went from a Logitech keyboard that i was spending more on replacement switch's on than a new keyboard and i love hall effect based products so when i looked into hall effect keyboards i was sold
fallow canyon
for sure! i never tried a hall effect keyboard before. adjusting actuation points is a game changer for me. (i dont feel much difference with the rapid trigger thingie tbh)
my older keyboard was your typical membrane keyboard. trying the wooting 80he ofr the first time was a shock. the sound is amazing, the feel. its unreal
it took me a few days to get used to it, but now im all set. its just hard to enjoy it thinking it might be faulty
royal cosmos
i went for the Two HE witch was a big upgrade but could feel the differnces going to 60/80
fallow canyon
i dont understand how people can use 60% keyboards. it baffles me so much lol
its missing so many essential keys
royal cosmos
it was hard to get used to but after using the shortcuts it was dodable (but i prefear the 80HE for dedicated F keys)
fallow canyon
i'd rather not get used to something that is unrealistic to me to begin with, and just get something that's actually useful lol
royal cosmos
it also heled i had the Two HE above and rebound the bottom row to F keys 🙂
fallow canyon
but i do understand the appeal to have a keyboard that takes less space....but the sacrifice is too much imo
fallow canyon
it also heled i had the Two HE above and rebound the bottom row to F keys 🙂
that sounds interesting haha
fallow canyon
just give me the keys themselves, not shortcuts using FN heh
spare hollow
Idk, everyone complains about missing keys until they actually use one earnestly
royal cosmos
an idea of the set up
fallow canyon
wow thats a sick setup!
spare hollow
Is that a star citizen wallpaper?
fallow canyon
Idk, everyone complains about missing keys until they actually use one earnestly
you can get used to anything. no dobut about that...but idk. i'd just rather sticking to a more traditional keyboard
royal cosmos
yea ( i have 2 joysticks left/right of me too)
fallow canyon
as for the ghosting issue and the monitor. how do i utilize the monitor? im not sure how to troubleshoot
fallow canyon
its worth mentioning, so far it happened 3 times. its been 2 days since the last time it happened.
royal cosmos
hmm if it doesn't happen all the time that makes it a bit harder to give 2 example of something wrong with the results
fallow canyon
ill try to explain what actually happened. im not sure if ghosting is the right word
royal cosmos
but when the issue is infrequent it tends to open the doors to certain factors like
- external factors (metal desk, magnets)
- Power issue
- EMI
fallow canyon
after swithing a profile, i noticed that some key is being pressed randomly without touching it. when i opened the wootility software, i had something similar to this : https://www.reddit.com/r/WootingKB/comments/1kxiwne/is_there_something_wrong_with_my_keyboard/
unpluggin and repluggin the usb solved it, but it happened again a couple more times
royal cosmos
Swapping profiles can tend to influence the
- power draw (RGB settings)
- Tachyon mode (if enable/disable)
you can attempt to cause power issue by increasing the brightness to 100$ and setting the LEDs to white
for tachyon mode you can enable/disable and see if this causes a change in the monitor
fallow canyon
tachyron mode is disabled for me
royal cosmos
can attempt to enable and see if this causes issues (changes how the sensors are powered and how the scanning works )
fallow canyon
i enabled tachyon mode and the monitor didn't show anything unusual. but it might happen at some point randomly
i wonder what caused it to happen to begin with? is it possible for such a thing to happen and not mean that the board is faulty?
also, the rgb brightness is 100%. its the first thing i changed xD
royal cosmos
some times - we had cases where
- armrests (magnets)
- Monitor stands (metal magntised)
- Wireless charger (for mouse)
- a keyboard (had a manget to attach the dongle)
- metal desk (that has been magnet exposed to metal)
- a cat
- unstable source power (PSU struggled when GPU/CPU was underload)
- Unstable power (USb-C cable bad quility or broken)
fallow canyon
hmm, i dotn have either of those
wait i thought of something
while i cant be 100% certain
is it possible that this could happen when attempting to change switch? (i did try to apply the v60 switch a few times on didfferent keys)
i cant say for sure that it happened after i attempted to the switch, and that the ghosted key was the one i was trying to switch though
royal cosmos
if you did not power cycle the keyboard to let it recalibrate then yes
fallow canyon
power cycle meaning?
royal cosmos
unplug replug
the keyboard preforms a calibration phase on power up to detect and record the resting position of each switch once done the RGB turns on and the calibration is finished
if the switch was removed and reinserted or swap it can cause a change in record postion so the keyboard things may be either slightly pressed down till it is power cycled (unplugged)
IE
keyboard records "50"
switch removed now it shows "80"
switch reinserted "46"
show the switch is pressed by "04"
keyboard is reconnected
Keyboard records 46
(no phantom press)
(Very rough example)
fallow canyon
oh! when i attmpted to switch my board was plugged at all times!
so if i were to do this while the keyboard is plugged in, its 100% certain to happen?
royal cosmos
most of the time yes
fallow canyon
OH! let me pull out a random tenz switch and put it back in and see if it happens!
well, it didnt happen
proud relic
That's good, but you still shouldn't change the switches while it's on
fallow canyon
i see...
royal cosmos
it wont damage the keyboard the advice is mainly to prevent geting tickets of "Phattom presses"
fallow canyon
well tbh, when it happened to me, i dont think it happened right after i put the switch back inplace
is it possible that it could happen a few hours after doing it?
royal cosmos
(maybe)
may of move the switch plate a bit or altered the calibration slightly or the switch was not in the same placed when reinserted
Calibration has quiet a bit logic behind so hard to say
for now best to monitor if you have phantom press and if you do with out making changes best to report it
fallow canyon
well, it was definitely reinserted correctly
either way, it looks like that might have been the case. i suppose i will update the post here if it happens again without attempting to switch any switches
and the email
as for the "faulty" switch. i will wait for my brothers' keybaord and check. ill update hte post here and the email as well
hopefully it wont work with his keyboard and the swtich from his keybaord will work. that would mean my keyboard is fine! 🙏
thank you so much andrew for the time, dedication and patience. im feeling a whole lot less stressful now!
royal cosmos
no worrys 🙂
fallow canyon
ill provide an update here once ill get my brothers keyboard! fingers crossed it wont snap with his keyboard!
have a wonderful week ^_^!!!
fallow canyon
no worrys 🙂
hey andrew, just wanted to provide a headsup. i confirmed with other people that the extra switch that comes with the keyboard is a normal lekker tikken, not a v2 linear 60. is it possible that my switch isn't faulty? because you tried comparing it to a v2 l60, while its actually a lekker tiken
royal cosmos
it is a lekker tikken
also shared this with staff who works with factory on this to check
fallow canyon
oh, you mentioned that its a linear60 v2
royal cosmos
that was a mix up
used to talking about lekkers
fallow canyon
so now that we know that its a lekker tikken and not a linear60 v2, you still certain that the switch pins are faulty?
i asked another person to check his, and his normal tikken switch snapped just fine, and i showed him the pictures of my switch, he said that his looks exactly the same ;o
royal cosmos
the picture you provided before looks like the slight tabs that help make sure the switch snap in look slightly off/large
while hard to say but i assume that is the casue
fallow canyon
i tried comparing it to my tenz lekker switch that snaps in just fine, and it looks exactly the same tbh. but perhaps its hard to compare such minor differences
let me upload a picture of the tenz switch actually, perhaps it could help
do you see any differneces? i made sure to the pictures problematic side
royal cosmos
beside some slight diffences due to the switch facing differnt ways can't see much differnces
fallow canyon
so it looks like its possible that my lekker tikken switch isnt faulty after all, and the problem is my keyboard T_T
fallow canyon
beside some slight diffences due to the switch facing differnt ways can't see mu...
the only option now is to wait for my brother's keyboard and verify it by myself i suppose?
royal cosmos
yea sure you could also grab some calipers and start measuring between the two for where the switch differs as it could be as small as a few mm or less that are causing issues
What i did when making some switch renders
fallow canyon
i dont have a switch opener. and tbh, i dont want to mess too much with it....z-z
im just going to assume that if the switch will snap with my brother's keyboard, then it'd obviously mean that my board is faulty
and ill also have to hope that the switch taht will come with his keyboard will be fine, otherwise (though unlikely), it would be possible that both boards are faulty and there is no way tfor me to tell for sure
fallow canyon
yea sure you could also grab some calipers and start measuring between the two f...
im sorry that im being like this again, but i kinda feel stressed again about this whole situation, as it seems like my switch isnt faulty....if it will turn out that the switch will snap with my brother's board, the warranty will have me covered?
royal cosmos
if there is a problem with the switch plate or the PCB
but right the earlier test you preformed where you have attempted to use
- inserting the spare tenz switch's (no issue)
- Trying other Slots (no issue)
so still seems like the sample switch is the cause i would be surprised if this fits in other switch plate fine
fallow canyon
i hope that's the case. but if it will turn out to be a faulty switch plate or the pcb, if it fits with my brothers keyboard, will that be enough to activate the warranty?
royal cosmos
Yes
fallow canyon
alright, thanks for re-assuring me, it really does make me less nervous knowing that i wont be left in the dust with this t.t
i will keep this post updated as soon as the keyboard arrives. thanks again andrew
fallow canyon
Yes
hey andrew, i just wanted to update. the keyboard still hasn't arrived (it was supposed to arrive on thursday actually according to the initial tracking). i talked to FEDEX and they said that there is a delay, and it might only arrive later this week at best :(. should i send a reply to the email you sent me so it wont get closed? (will it get closed if i wont reply to it?)
royal cosmos
we don't close tickets so no rush (i think after 6 months it gets unassigned but don't expect it to take that long)
fallow canyon
oh ok. so i will reply to the email you sent me . no need to open a new ticket
and of course, i will also update here as well
hopefully the keybaord will arrive this week, i wanna try it so ill know for sure if my keyboard is defective or not. have a great week andrew 🙂
fallow canyon
we don't close tickets so no rush (i think after 6 months it gets unassigned but...
hey andrew, i received my brother's keyboard
so it looks like it was the switch that's at fault. it didnt work on his keybaord either, and his switch worked with both of our keybaords
HOWEVER. his keyboard came with scratches!
there are some scratches on the top left of the keyboard! T_T
on the left side of tghe ESC key, and in the middle between ESC and F1
and above the ESC key
how does that happen?!?! T_T this is so disappointing!
royal cosmos
Best to send a ticket for the scratchs
fallow canyon
should i reply to the email you sent me?
royal cosmos
is the order under the same email?
royal cosmos
in that can you make a new email with the differnt email - easyer to find the order infomation related to it
fallow canyon
but its under my account
wait, its under my account, its the same email as mine. but the order number is differnet
royal cosmos
in that case it is fine since the order is under your email
can reply to the email
fallow canyon
ok ill reply to it now, should i mention the ordern umber since its not tehe same?
ok i replied to the email, could you check if you got it?
royal cosmos
i see it thanks
fallow canyon
any idea what can be done? T_T. i paid import fees and duties+shipping, sending it back and getting a new one, i might have to pay import duties again!
man i can't believe this happened, what are the odds T_T
royal cosmos
Yea... will check if we can offer what optiones we can offer - as it is 2:50 most likly get back to you tomorrow by ticket
fallow canyon
ok thanks! T_T. will you be the one returning to me and handling the case?
i'd rather continue it with you, it'd be much easier rather than starting with someone else
royal cosmos
yea i will be in charge of the ticket. 🙂
fallow canyon
thank you andrew. hopefully we could sort this out T_T. ill wait for a reply tomorrow. if i wont get any response ill check back in here
fallow canyon
yea i will be in charge of the ticket. 🙂
hi andrew, i got your reply. i got a few questions
royal cosmos
sure
fallow canyon
as for the return for refund option : what about the import taxes and duties that i paid? will i get a refund on those as well?.
as for the return for replacement : will i have to pay import duties and taxes again if required? (which, according to the law, i will...)
as for the replacement case : is the case going to be the tenz edition case? or a regular PCR case?
royal cosmos
- If the entire order is returned, we will refund the cost of the shipping that was paid
Any additional customs/duties that were requested to be paid by the country/courier cannot be covered
-
We will pay for any fees we can on the shipping label, but any additional customs/duties that are requested to be paid by the country/courier cannot be covered, i.e. we ship the item, then it reaches the country’s customs and they request to pay “X” more (common for Turkey/Brazil)
-
Replacement Tenz case (same as you have)
fallow canyon
man this is so disappointing! the return for replacment isnt worth it for me in that case. the duties that i will have to pay are massive
same for the return for a refund, since i paid so much for the import duties as is
royal cosmos
we do discount the replacement pretty heavily so any fees tends to be discounted aswell
fallow canyon
i'd probably just get a replacement case, but im worried about 2 things: having to switch it out myself, and thus damaging the board in the process, and if i will have to pay duties for this as well
what is the declared value of the case?
calm needle
You should probably research your countries rules on import taxes. Many have some rules that refund your original paid taxes if you return items because of defects
fallow canyon
ill try to research about it, but as far as i know, no refund here....
fallow canyon
we do discount the replacement pretty heavily so any fees tends to be discounted...
hey andrew, i sent you a PM regarding a question (dont want to overwhelm this post)
spare hollow
I don't think you're supposed to dm the wooting employees
It's already out of the norm to get the support you're getting outside a ticket
You can absolutely bundle any and all questions you have or might ever have in your tickets
There is no limit to ticket uodates when it concerns worries or questions afaik
royal cosmos
For now, it is fine (low number of tickets).
I will note that for this case, I thought it might be a quick 2–3 responses and resolved, so it did take a bit longer than expected.
Normally, I answer Discord posts off work hours or during breaks; otherwise, I focus on tickets as they take priority.
(Though I do miss the days of Discord troubleshooting.)
fallow canyon
yeah i know, but its much easier and faster to get support here. andrew is amazing and really helping. i was extremely worried and nervous at first, had some issues with getting a response from my intial emails, but he took care of it!
calm needle
Yeah, the point Trips is making is that discord is not intended by Wooting for this for a reason. You're getting pretty special treatment here
fallow canyon
that's why im very grateful for andrew, im aware of that....on a side note ,wooting should really offer support through discord, phone and/or a live chat on their website though . going through emails exclusviely can feel frustrating
flat isle
the only real way we could offer that at our scale is most likely outsourcing it and thus compromising on support quality
fallow canyon
so just a quick update :