Drop Alt High Profile and Customer Service delay

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Ordered a Drop alt high profile keyboard. It arrived last week and after 15 min of use, windows started displaying error messages for a power surge on the keyboard and then..... keyboard was dead. Not a big deal, I can understand that stuff like that can happen from time to time. So I go to submit for a replacement only to find out that customer service is backed up for 5-7 days because of COVID??????? I understand shipping can have it's delays but how is COVID preventing customer service from replaying back to a message and issuing a replacement? If there is a increase in customer support tickets, then maybe there is a quality issue? I am not bashing Drop, I LOVE this keyboard, but I just find it hard that I am going to have to wait a week to even get a reply. With the way the economy is right now, I am sure there are no shortage of people that would love to earn some money as customer support for Drop if they are lacking in staff. I bought this keyboard because my old Logitech finally gave up, so now due to this 5-7 delay I had to go out and buy another keyboard to hold me over until I can get a replacement. I guess I just needed to vent, I finally got this beautiful keyboard and now it is just a paperweight and there is nothing I can do but wait. Knowing my luck, they will say they are out of them and I will have to wait for next months shipment haha. I wish Drop would sell the PCB for this keyboard, I would spend the extra money to get one shipped out.... let me know if you got one for sale! haha
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Gunny_33
5
Aug 26, 2020
Day 8, no contact back from customer support.
Gunny_33
5
Aug 25, 2020
It has now been over 7 working days and I have not received any contact from Drop.
Gunny_33
5
Aug 16, 2020
jdecked
1
Aug 16, 2020
Customer service is backed up because of COVID for most companies right now - it isn't an increase in service requests, but a decrease in available customer service agents for various reasons (not set up to WFH, local regulations wherever the agents are, etc). Sorry about your keyboard dude, hope they can get it replaced soon!
Gunny_33
5
Aug 16, 2020
Appreciate the other point of view. I have no issues being wrong or making assumptions that are not true, I am only human haha.
Phlooke
197
Aug 16, 2020
Gotta be careful what usb port you put it in. Many newer mobos have charging ports that have higher than average voltage (and can be increased in BIOS). Or plugging it into a usb3.0 HUB that doesn't have external power
Gunny_33
5
Aug 16, 2020
I checked that as I thought the same thing, but when plugging the keyboard into a USB port on a entry level Dell Laptop also gave the same error. I have checked the USB ports on my main PC and none of them are set up for charging and they were all USB 3.0 ports but that is a good point and something that was worth looking into . I apperciate your help.