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Showing 1 of 1691 conversations about:
fractl
112
Sep 25, 2018
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jareman384
37
Sep 25, 2018
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fractl Well I received another support email today and they yet again only offered a refund. He said they wont offer replacements to anyone.
fractl
112
Sep 25, 2018
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jareman384I finally got a reply to my Saturday support request, and all it basically said was that my issue would be forwarded to the returns department, so I haven't really been told anything yet. At least it was a reply from an actual human. Maybe someone was just saying something because my complaints had been noted. Who knows. It doesn't sound good, though, if they're not providing replacements. I also got a refund, not a replacement, for the K-Type I returned because it was also defective, because they were out of the version I'd bought. So, I'm 0-2 when it comes to Massdrop-made keyboard. I actually like the CTRL-Halo Clears combo quite a bit, but what does it matter, considering what's going on.
Urano_Metria
658
Sep 27, 2018
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fractlSomething I just realized, I wonder if the replacement vs return probability has to do with the configuration you chose when you bought it? For example, If you bought the Halo Clear version, perhaps they can't send you a Halo True or Kailh BOX White version, because the small amount of Halo Trues and BOX Whites they have left in the warehouse might be reserved for people who bought Halo True or Kailh BOX White configurations.
Just something to think about. I'm not saying it's the right or wrong way to handle it, but that might be why some people are still getting replacements this late in the Discussion page riot, while others only refunds.
In complete transparency, I purchased the Halo True version of the CTRL. I finally received a response from support this afternoon, and after confirming the shipping address on file for my Massdrop account, I was told that they would be able to ship me a new board, and it would just take 1-3 days for them to pick it from the warehouse to create tracking information.
For a moment, I honestly considered laying low and keeping my mouth shut until I actually had the replacement in my hands. I thought against it because even just last night, no, this morning I was still furious and anxious that I would be stuck without a CTRL or a $200 paperweight instead. Everyone in our place deserves to know between each other how this is being handled.
I'm really sad, and really sorry that they apparently aren't going to be able to replace your board. I feel this was kind of poorly handled. At the very least they should have had excess barebones boards in stock, and just had people send the boards back and keep their switches and keycaps. That would have been more fair for everyone involved.
Just something to think about. I'm not saying it's the right or wrong way to handle it, but that might be why some people are still getting replacements this late in the Discussion page riot, while others only refunds.
In complete transparency, I purchased the Halo True version of the CTRL. I finally received a response from support this afternoon, and after confirming the shipping address on file for my Massdrop account, I was told that they would be able to ship me a new board, and it would just take 1-3 days for them to pick it from the warehouse to create tracking information.
For a moment, I honestly considered laying low and keeping my mouth shut until I actually had the replacement in my hands. I thought against it because even just last night, no, this morning I was still furious and anxious that I would be stuck without a CTRL or a $200 paperweight instead. Everyone in our place deserves to know between each other how this is being handled.
I'm really sad, and really sorry that they apparently aren't going to be able to replace your board. I feel this was kind of poorly handled. At the very least they should have had excess barebones boards in stock, and just had people send the boards back and keep their switches and keycaps. That would have been more fair for everyone involved.
jareman384
37
Sep 28, 2018
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Urano_MetriaExactly I would have exchanged for a barebones and put the switches in!
Urano_Metria
658
Sep 28, 2018
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jareman384I don't know if you've seen the admin comment that was posted yesterday, but they are now claiming that they are able to, and planning to replace all of our defective keyboards. At least everyone who hasn't already taken the refund offer. This is definitely good news. It would have been helpful if they made that statement a little earlier on, but better late than never I suppose.
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The next day, I picked up the keyboard, and one of the hex screws fell out. On closer examination, that screw and one other don't fit properly and just spin in place and never tighten.
I wanted to update my support ticket, so I clicked on the 'view ticket' option on the automated email response. Though I was already logged-in to Massdrop, I was required to enter my email and password. I used the correct email and password and received an error and was not able to access whatever the 'view ticket' button would have shown me.
I check the Massdrop website, where, as I said, I was logged-in. I could find no option that would allow me to view the status of an open support ticket. So I sent an email to the support email provided.
I received another automated reply, which said that I wasn't logged-in when sending my email, and that I should resubmit my email via the website... but I had already made a support request via the website, and I didn't want to confuse things by sending a third message. It would have been so much better if I could have accessed my support ticket.
I still haven't gotten a reply, and,as I said, there seems to be no option where I can check on the status of my ticket or update it. As I said, the 'view ticket' button on the automated email does not accept my email and password, which I have checked and retried several times.
Also, there's no option on the website proving a phone number where I can call an actual human being and work this out. I feel like I've been sent a keyboard with multiple flaws, have been ignored, and have been denied access to any means of communicating or checking on the status of things other than sending emails that receive automated responses.
No reply, no access to the status of my support request, no means to contact anyone, not being able to log-in to the one option to check the status of my request... this really frustrating and I can't really see a business being run this way, leaving customers to feel totally cut-off and out-in-the-cold like this.
I hope someone with Massdrop is reading these messages and can respond. I've been pretty patient, considering that I received a K-Type in the past that also had serious problems. This is frustrating both in regard to my receiving defective products repeatedly and in regard to the dysfunctional support options.