USB-USBC connector/Keyboard worked for ONE HOUR

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7 comments

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    Paige

    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

    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

    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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    Paige

    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

    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

    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

    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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