ComplaintsforWASD Keyboards

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a mechanical keyboard for my computer from WASD. I started having problems with it immediately. I was told to disconnect it from the power. Then toggle a switch. Then download and run an installer. This is all within the first 4 days of buying an expensive keyboard. I have asked repeatedly for a return label and am being ignored by the seller. ***** is not responding to my requests for a return label but instead continuing to suggest different methods, all of which failed, to resolve my troubles. I type extremely long commands at work. The keyboard lights do not consistently work and various keys get stuck. For example imagine typing "measure the light levels by remove ttttttttttttttttttttttt" this happens with the "t" and "e" keys repeatedly. This is an expensive keyboard. It's not something I paid $4 for a garage sale. I do not want it and believe this was returned to WASD by a previous customer or it's a defective unit from the manufacturer. Either way. I want a full refund. Can you please contact this seller on my behalf?

  Business response

  11/06/2023

  Dear Customer,
  
  We are sorry to hear that you are unhappy with the keyboard you purchased from us. We value your feedback and we want to provide you with the best possible service.
  
  We understand that you were supplied with many troubleshooting steps to fix the compatibility issue with your keyboard, however as described by ************** you were not willing to proceed with these steps to remedy your issue. We appreciate your patience and cooperation in this matter.
  
  As per our return policy, you can send your keyboard back to us for a full refund within 30 days of purchase. To do so, please follow these instructions:
  
  - Pack your keyboard securely in its original packaging.
  - Include a copy of your receipt and a note explaining the reason for your return.
  - Ship your package to the address below using a trackable service.
  - Send us the tracking number by email so we can process your refund as soon as possible.
  
  Our return address is pertaining to your RMA:
  
  WASD Keyboards
  RMA 1384263-122711
  ******************************
  *******, ** 94538
  
  We apologize for any inconvenience this may have caused you. We hope you will give us another chance to serve you in the future.
  
  Sincerely,
  Customer Service Team
  **********************

  Customer response

  11/06/2023

   
  Complaint: 20821745
  
  I am rejecting this response because: I did try the troubleshooting suggested by the WASD technician, *****. I did power the unit off multiple times per day. I did toggle switch #4 and I did download the site ***** sent me. The lights continued to work intermittently and the BOTH keys continued to stick. The response from WASD is not truthful and accurate. I have already shipped the unit back and spent $22. *** stated an arrival date of 11/13/23. ***** should verify he was contacted numerous times. This is not how a $210 keyboard should perform. I hope potential customers are able to see the attitude of indifference from WASD towards its customers and that this complaint is made public. 
  
  Sincerely,
  
  *************************

  Business response

  11/07/2023

  We have tried very hard to please this customer and unfortunately it does not seem that any of the efforts we attempted were to their satisfaction. I'm very familiar with the issue they have presented and I have confidently helped many happy customers in the past deal with any compatibility problems such as the one described. I offered many times to help the customer to quickly and easily fix this issue, but the customer refused to work with me or follow any of the simple steps I had presented to get their issue resolved quickly and easily. They stated they would like a return which I did set up for them, but that also was an issue for this customer.

  I'm not sure if it's possible for any level of service to be of satisfaction to them as we have exhausted all means to make this right with them. We pride ourselves on our customer service as being the best in the business, nearly all of our customers are very understanding of any issues and we are very happy to help them figure out or address any issues they may have. It's very unfortunate that things turned out this way for this customer and they were still very unsatisfied with our help.

  Customer response

  11/08/2023

   
  Complaint: 20821745
  
  I am rejecting this response because:

   

  WASD is ignoring the obvious in an attempt to blame the customer. *here is a problem with a brand new keyboard. Powering the device on/off, toggling the #4 witch and downloading their information DID NO* RESOLVE *HE **** FROM S*ICKING AND DIDN'* MAKE *HE LIGH*S WORK. WASD not paying for return shipping has nothing to do with a lack of effort on the part of the buyer. *he seller's product is the lone problem. *he mere fact that WASD is attempting to place the onus on the customer in this matter is ridiculous. *he keyboard does not work as it should. Everything WASD suggested to do I did. Everything was done and still each response from ***** was to continue to do what was already done. Either WASD is confused and is only now being made aware of the fact the keyboard was powered off/on, the keyboard was again powered off/on and switch 4 was toggled and I even downloaded your link, or they are lying. How much troubleshooting is a customer expected to do? Should I have taken the device apart? Should I have ordered two new cherry MX green switches and replaced the * & E switches that were sticking? At what point does WASD take responsibility for their defective product? *he customer didn't do enough troubleshooting on a brand new keyboard? It's as if WASD is of the belief that I had nothing better to do. So, I pay $237.05 to have a keyboard shipped to my house and then for fun, for pure amusement, I pack it up, drive to the *** store and pay to return it? Is this a tiny, little company is someone's basement? WASD would have you believe this is not a defective device but the customer's non-compliance or unwillingness to help them help the customer. *hats laughable. Keep your shipping cost. I'd imagine a small business needs the $27.05.  However, please stop suggesting this horrible customer service experience has anything to do with a lack of effort on my part. How dare I expe

  
  Sincerely,
  
  *************************

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