Drop CTRL V1 Mechanical Keyboard Discussions | Drop

Drop CTRL V1 Mechanical Keyboard

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JaleesaG

1550

Marketing Team

Sep 27, 2018

Hi everyone, We are reaching out in regards to concerns about the delay in response from Community Support and want to acknowledge that we’ve seen your posts. Our Community Support team is prioritizing these tickets and will be addressing all of them as soon as possible. There are some much needed upgrades and changes to the support system on the way which will work to streamline and improve the Support team’s capabilities. These changes are currently in the process of being implemented and should result in much faster response times. The effects of these improvements should be apparent very soon, but please bear with us while we work through the backlog. For those with defective keyboards, rest assured we will be replacing all defective boards with fully operating units. The replacement units are already on their way to our warehouse and should arrive within a couple weeks. Once they are received, the warehouse will send them out as quickly as possible to anyone who may be affected. If you are experiencing keycap issues, we’re working with our Community Support team to come up with a solution and will be addressing each member as soon as we can. Thank you all for your patience while we streamline our processes and again, we apologize for the delay in response.

Sep 28, 2018

JaleesaGI appreciate that you have addressed this issue publicly, and that replacements are going to be honored for the defective units. I absolutely love the keyboard despite the defects in mine, and for the price of the keyboard with the features we get, it's basically one-of-a-kind right now. That is what concerned me (and probably most others) with the lack of response, and the rumors that only refunds would be offered and no replacements.
A board like the CTRL in its price tier cannot be replaced with a similar board from another company. There just isn't another comparable board out there. A refund was unsatisfactory because we had been looking forward to these boards for so long, and despite getting our money back we would be left with nothing, and no option to buy a similar board somewhere else.
There are other hot swappable boards out there, but the ones readily available for purchase right now are basically trash compared to a fully-functioning CTRL. I have a GMMK at work, and it's flimsy "Chinesium" with wobbly switch sockets, and it's extremely unsatisfying to use after tasting the CTRL.
There are other high-quality aluminum boards out there in the CTRL price-range, but the lack the customizability and features of the CTRL, namely having any switch layout you want without needed soldering gear and experience. Sure, we have Input Club's RE:Type Mechanical Keyboard group buy coming up in the near future, with boards shipping months later. Further in the future we might have another CTRL drop and future boards made by Massdrop, but that's a far cry from having a full-functional CTRL right now. I hope I am getting across my (and other's) thought process on the disappointment that we had prior to your public statement here.
Now, regarding the replacement units that those of us who are affected by this are receiving. Is any additional QC going to be done on these boards to ensure a smooth transition into our new boards? It's just something I felt like asking. I dread the thought of getting a new CTRL and finding new/different issues or more of the same. You guys are coming through for us now, but I don't really see how it would be possible to receive a second replacement CTRL.
That is probably outside of the scope of the group buy structure, or at least I would assume. Thanks again for letting us know what is going on with this.

jareman384

Sep 28, 2018

JaleesaGHey can I get a replacemen???? I was only offered a refund

Oct 2, 2018

JaleesaG @JaleesaG I'm getting a lot of conflicting information from support.
-------------------------------------------------------------------------------------------------------------------- Christian A: Hello [Name redacted], Thanks for getting back to me with your address. I'd be glad to get a new unit sent out to you. I have submitted the request to our warehouse for your replacement keyboard. It can typically take our warehouse 1-3 business days for a replacement to be prepared and shipped. You should receive an automated confirmation email with tracking once the shipment has been picked up and scanned by the courier. After you receive your replacement, we do ask that you please return the defective CTRL to us using the prepaid return label linked below: --------------------------------------------------------------------------------------------------------------------
I never received an update to that. Not a problem and not complaining. I just prefer to know straight up the current situation. I asked for an update last night and received this response from Dave R. at support.
-------------------------------------------------------------------------------------------------------------------- Hello [Name redacted], Thanks for writing into Massdrop Community Support, my name's Dave. I apologize for the delay in getting to your support request. I'm sorry about the delay in shipping out your Massdrop CTRL Mechanical Keyboard. Sadly we don't have any stock available to send out a replacement at this time. We are expecting a new shipment in the next few weeks, so if you don't mind waiting a bit longer we can send you the new keyboard. Alternately, if you feel like you've waited long enough you can return the keyboard for a full refund. Please let me know how you'd like to proceed and I'll get your request started. Best wishes, Dave R. --------------------------------------------------------------------------------------------------------------------
As you can see @JaleesaG, your information, Christian's, and Dave's all conflict with each other. Who among you has the most recent information on the situation?

Oct 5, 2018

JaleesaGAny updates on those replacements?

Oct 8, 2018

JaleesaG @JaleesaG Any updates on those replacements?

Valliena

Oct 11, 2018

JaleesaGHi Massdrop team. I've just received my CTRL keyboard, it's beautiful. However the key "Y" had stopped working after 3 days. I would like to know about guarantee policy and how can I get it fixed or replaced. Thank you

Vote

YanboWu

8490

Collaborations

Oct 11, 2018

VallienaPlease open a ticket in your transactions page and someone from the support team will assist.

Vote

2393633

Oct 12, 2018

why not just move the money from the debit card to paypal, and pay for it all using paypal?

Ioana2167

Oct 14, 2018

JaleesaGI’ve just placed an order for this keyboard. The LED problem and the scrathing issue plus the missing keycaps have been fixed or not? I don’t want to recive a faulty keyboard.

Vote

Ioana2167

Oct 15, 2018

JaleesaGCan you answer? the customs in my country are expensive so i don't want to receive a faulty keyboard, because in the case of a replacement that would mean another 100 euros on customs so are those issues solved or not?

Ioana2167

Oct 15, 2018

YanboWuWhat happens if the keyboard is faulty and needs to be replaced? Who pays for the customs fees for the second keyboard? I mean it's not the clients fault that he received a faulty keyboard in the first place, so it's not fair for him to have to pay again at customs.

Vote

YanboWu

8490

Collaborations

Oct 17, 2018

Ioana2167Hey there, if your keyboard is faulty, please reach out to support and they'll replace it with a working unit. Warranty replacement units should be labeled as such and you should not be responsible for additional custom charges.
If that does happen, please reach out to support and they will be able to assist you.

kaibear

Nov 7, 2018

JaleesaGI just received my replacement today, and it's also defective, what a huge disappointment

A community member

Nov 13, 2018

kaibearWhat is the issue you are having? I am having an issue where keys are repeatedlly constantly and I am worried if I get a replacement that the issue will just keepp happening?

asjur

Nov 20, 2018

I'm on my 2nd CTRL keyboard and it also has the issue as well as the first one. What's your number range? Both of my defective ones are in the late 2400 to early 2500s.

Vote

ysys

Nov 23, 2018

JaleesaGPLS MAKE AN OPTION TO BUY THIS WITH BOX JADE OR WITH KEYCUPS BUT NO SWITCHES

slightlygenius

Nov 28, 2018

JaleesaGI just contacted support but I thought my unit was the only faulty one. In both build and operation... I love this keyboard and I had been looking forward to it so much. How do I proceed?

Vote

NexusKnight

Dec 1, 2018

slightlygeniusI just join this platform, what is wrong with this keyboard? Is it a Quality Control issue?

Vote

Seby

Dec 3, 2018

NexusKnightIt seems like some people have the following issues, it's either a specific switch connector doesn't work, a switch itself doesn't work, some LEDs are either dead or malfunctioning or they receive 2 of the same keycaps. I ordered mine not too long ago still waiting on it but by the looks of the reviews this isn't a common issue as many keyboard are actually in good condition.

odalhousani

Dec 4, 2018

JaleesaGHi I just received mine today and I was so happy & excited but it lasted only for 10 mins until I found that my LEDs are defected. I tried flash with the fresh firmware it didn't fix this issue LED colors are not matching and even stays on when I switch to only under glow mode please advice or replace

Vote

Seby

Dec 4, 2018

odalhousaniPeople who had this issue said that loosening a screw on the back helped. I'd give that a shot, try loosening one just a bit.

odalhousani

Dec 4, 2018

SebyThanks a lot Seby your absolutely right it's fixed now !!!!!! I'm so relieved

Vote

Seby

Dec 4, 2018

odalhousaniNo problem, glad it fixed the issue!

RockyMountains

478

Dec 18, 2018

ysysNeed a new keyboard ASAP because your caps lock button is broken?

Vote

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