Hello,
I received my Altreus keyboard with a broken key (space, default layout). I’ve reached out to help@keyboard.io and help@keyboard.io three times but no one is responding to my emails. Where do I go from here?
Thanks
Have you heard back from your email yet? I am experiencing some keys not working with my Keyboardio Preonic out of the blue, so I also emailed help@keyboard.io (which I found on the Refund Policy page and Preonic page) a few days ago, but have not received a response yet.
After over two weeks of emailing I did receive one message back after messaging them on facebook so you could try that.
They asked me to troubleshoot by testing on a second computer or using a key switch puller to pull out the key and either reinstall or replace with a spare. I responded back immediately saying that a keyswitch puller was not included in my package nor any spares (just keycaps). It’s been a week and I haven’t heard back yet.
This has been the worst customer support tbh. It’s been almost a month since I received this keyboard and I haven’t been able to use it at all. I don’t think I can recommend keyboardio just based off of this experience even if their product did happen to be really awesome (but I wouldn’t know of course!)
Dang, that’s disappointing. My original email from February still hasn’t been responded to yet, and I included a list of troubleshooting steps I tried (different PC, cables, switches, flashing firmware, etc).
I’m going to go on a limb and try to be objective. I’ve personally met J and K so maybe I might have an affinity bias but here goes.
They are a one-two person shop with children.
When I broke my M01, I was able to ship it to them and have them resolder things for me.
They are not scammers, having run several successful kickstarter campaigns and providing honest and useful updates, and delivering the finished product.
I would ask you to give them some grace and additional time to get back to you if you have an issue. If your warranty is out of date because of lag on their part, I’m fairly certain they would honor the date you initiated contact and not on their response.
Just my $0.02.
I found them to be decent people that are trying to bring ergo keyboards to the masses.
Of course you can think I’m full of it and ignore this as well.
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Are you stateside?
You can order a keycap puller and switch puller off amazon. And a few mechanical switches.
If you need some switches, I’ve got a few I can send you. But you have to get your own pullers, they’re not that expensive and they’ll be an investment for you.
- I’m sure J + K will send you a key puller when they are able to respond.
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I’d like to clarify that I am not meaning to imply they are scammers or infer anything about their character as I do not know them. I simply started this thread as an attempt to get any information at all. That being said, there are simple things they could do to improve their customer support to be less frustrating. For example, an automated response informing folks of when they can expect to get a response (even if that happens to be over a month) and some common troubleshooting would go a long way. Also thank you so much for your offer but am I uncomfortable giving my mailing address out. I appreciate it, though.
Yes. Apologies, I was not implying that you were implying anything like that. haha. I’m not trying to bust your chops.
Things can be done to improve the user exp, but that’s neither here nor there.
Disregard this then: If you’d like some switches message me your address and I’ll send you a few to test, no cost to you.
I would send you a keycap puller and switch puller too but I’ve found that when people don’t have skin in the game they tend to be nonchalant about things, again, not saying you are or are not. You’ll need your own anyway.
I can certainly understand and respect anyone’s frustration if there’s no comms, but this community is pretty decent. Just keep in mind, folks may have an emergency and we don’t know what’s going on in people’s lives.
I purchased these from amazon:
Keycap Puller
Switch Puller
Combo
Enjoy
Edit:
Understandable you don’t want to give randos your address. No offense taken. Ask if you can use your neighbor’s address. haha.
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Keyboardio has Keyswitch and Keycap puller bundle – Keyboardio for 6.92 us but the shipping would cost me 14.40 YMMV. Fortunately for me I got these years ago when I ordered my blank keycaps for Atreus. You can actually make a cap puller from 2 paper clips but the switch puller is indespensible. ps I also bought 10 spare Speed Copper switches then as well. So far, (almost 6 years) I’ve only used 2.
I have nothing nice to say about tariffs.
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