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drshade
17
Dec 3, 2022
checkVerified Buyer
Defective encoder out of the box
Encoder knob is faulty out of the box - any slight touch activates it, and the behaviour is set to "mute/unmute" - so while typing on the keyboard my audio is constantly being muted and unmuted, and of course on OSX this is even worse in that it overlays this in the centre of the screen. The fact that I've spent $350 (plus $85 on import fees) on this highly anticipated keyboard (and really my first high-end keyboard) and Drop didn't even bother to QA the encoder is a disgrace. I made a video to demonstrate the issue -> https://youtu.be/mEUPDxtgt30 After contacting Drop Support - my only solution is to return the keyboard for a replacement at my own expense, and keeping in mind I live in Europe this is not cheap, and likely means I will end up paying the import fees twice. So either I have the choice of living with an effectively broken keyboard, figuring out how to repair it, or forking out another $150-$200 to have it replaced. To say I am slightly upset is an understatement.
Recommends this product? No
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drshade

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drshadeWe'd like to help you get this resolved. If we determine that you received a defective unit, we'll provide a prepaid return label and when we send you a replacement, we'll mark it as warranty replacement so that you don't incur additional customs fees. We look forward to hearing your response in our open ticket.
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amycs

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drshade
17
Dec 6, 2022
amycsThanks for the reply @amycs - what do you need other than the video to determine it is defective? I've replied to the ticket - it was not clear in my initial reading of it that I would not have to pay for the return shipping (which was articulated in your returns policy as far as i believe). Thanks again
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drshade

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drshade
17
Feb 19, 2023
drshadeAs a final note - I have had the defective keyboard replaced (after a bit of back 'n forth with support and haggling over whether I'd have to pay for shipping and customs again) - however in the end it was resolved in my favour and I now having a working keyboard. I'm not sure whether I should update my review to reflect a clean review of it (I would say 4 stars) - or whether to keep it at a 1 to reflect the quality issue I experienced.
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drshade

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efarkouh
26
Feb 22, 2023
drshadeI'd say give it the four and write your initial experience at the bottom and mention that you initially gave it a one. Seems like a decent experience overall given that you had a unit replaced "in your favour". I think most people really care about the product moreso than the overall experience.
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efarkouh

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