USB-USBC connector/Keyboard worked for ONE HOUR

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Craig Sweeny

• July 09, 2020 16:27

I disconnected my V3B to change the DIP switches to MAC mode. The cord's diameter is so wide that I had to yank it free of the housing tube that feeds it to the USBC connector. This caused the metal in the USBC connector to bend, so the cord doesn't work.  Of course, the included cord is the only one that will connect the keyboard to the computer. The C-connector on a standard USB-USBC connector isn't long enough to make a connection, as documented in other frustrated posts.  Can I get a refund for this poorly designed product?

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  Permanently deleted user

  • July 09, 2020 23:11

  Hi,

   

  I'm sorry to hear about the connectivity issue and your frustration, which is understandable. It looks like you also have an email with our support team, and they will be able to work with you on a solution. 

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  Craig Sweeny

  • July 10, 2020 14:13

  Thanks for the response.  I haven't received a reply from the support team, but I will look out for it.

   

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  Craig Sweeny

  • July 13, 2020 18:45

  I haven't heard from your support team.  Is it possible to resolve this through you?  I will pay for a cord if you aren't offering a refund.  I'd just like to be able to use the product.

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  Permanently deleted user

  • July 14, 2020 00:28

  I see an email from a Craig Sweeny that my co-worker replied to, maybe it wasn't you but check in your spam folder just in case. 
  
  I'd need your order number (and preferred shipping address if different than the original order) to be able to send out a replacement, which is why it's generally better to go through our email system. I'll take care of it if needed though, no worries. I can have a thinner cable made if you'd prefer that. 

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  David

  • July 15, 2020 22:28

  Craig Sweeny

  Hello Craig, 

  We can definitely send you a new cable, I haven't seen one of our new cables broken like this since we have updated to type-c so it's pretty impressive. That must have been a ton of force pulling on the cable like that? 

  If you 'roll' the cable under the teeth it will go in and out much more smoothly without requiring much force at all, just a twisting motion. Because our cable channels are very grippy (designed to be that way) it's usually easier to unplug and replug at the computer than at the keyboard. Or to plug and replug before embedding in the channels. Once you get the hang of how the cable goes in and out of the channels it's easier to do. 

  We are updating the case at this point to move the port further out so that any c cables can reach. 

  I'm trying to find your order info in our systems, did you purchase this on Amazon? - Please reply to the email I have sent you with this info so that I can get you a replacement cable. Thanks! 

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  Craig Sweeny

  • July 16, 2020 18:01

  I just got the tracking number for the new cords.  Thank you both, for your help and for staying patient with me through my frustration!

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  David

  • July 17, 2020 18:33

  Craig Sweeny it's no problem, thank you for letting us know that you were having an issue, and we're happy to help! 

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