Merry Christmas from the XMIT Keyboards family!
tl;dr – Merry Christmas! If you have a problem with your keyboard either ask me for help and be patient, or ask Massdrop for a refund. We’re working on future product with no ETA.
It’s been a while, so, I wanted to take a moment to reach out to all those who supported Round 1 or Round 2 of our keyboard offering, and anyone who might be curious about what’s next.
2018 has been a busy year for us. We welcomed baby #3 into our lives right around the time the Round 2 keyboard deliveries were happening. We had a lot of quality control issues with Round 2. The fact that those coincided with sleepless nights from baby meant that we did a poor job of supporting our beloved customers. For this, we are sorry.
First, a support update. We’ve heard from several of you over the past few months with various quality issues. The most frequent ones are: stuck keys, mis-registering keys, and failing circuit boards. We’re aware of these and a number of other quality control issues. We’re taking steps to address them permanently in future designs.
But, for existing customers, our support options are, unfortunately, extremely limited. The options are:
- Try to fix your own keyboard. We do have a limited number of service parts on hand, and are able to order additional service parts from the manufacturers. But this takes time, and patience.
- Ask for a refund. All Round 2 keyboards were sold through Massdrop with a warranty or guarantee. Contact Massdrop Support for your options.
We would really love to offer a repair service but with our current workload and capabilities that is simply not feasible.
Believe me, I know as well as anyone how disappointing it is to have something like a keyboard, which you love, and use every day, suddenly start to fail. You might say it’s why I got into keyboards in the first place.
Every time I read a support e-mail, I feel like I’ve let you down somehow. So, please, bear with us, as we read through your support e-mails and figure out the best way to address your issue.
For those of you who want to repair your own boards: Great! We’re working on a repair guide to help anyone who might like to do this. Again, please be patient. These Hall boards are not so much like Cherry or other discrete switch boards but also aren’t that tough to service.
We’ll be working to offer service parts at reasonable prices in the near future. Stay tuned!