WASD Keycap - Known Manufacturing issue (X-post GeekHack)

Hello,

I've just finished ordering, receiving and installing my first complete custom keycap set, and so far it's been a rather mixed experience!

For the most part i'm completely over the moon and extremely happy with the look of my keyboard (pictures below) although It hasn't been without it's issues:







When i first got the package i was extremely excited - Everything was packed really efficiently with each row of keys being in a separate bag to make installation as easy as possible and everything was looking perfect... That was until i got to the 2nd from top row with the numeric keys and i started to see a lot of them had a lot of excess/run off ink splattered on them:

Here you can just about make out (more detailed pictures to follow) that out of 13 keys 10 of which had these marks on.


Same thing different angle:



More detailed pictures:









Also a few of the black keys had some fairly major gouges/scratches in - Although this isn't such an issue for me as i appreciate the caps were shipped a long distance and this could have happened in transit:



Before having received the keycaps I was in touch with customer support as i had been charge $69.99 instead of the $59.99 (which im in the process of getting refunded, with no issues) so asked the customer services operative if the caps were placed in postage too soon after being printed (i have no idea about the manufacturing process) and have rubbed off on one another - But apparently and to quote:

" As far as the dark grey keycaps, this is due to the manufacturing process and unfortunately there isn't anything we can do to eliminate these darker "marks" you're seeing. They are very random and only happen to the dark grey keys. Some of the dark grey keys do not have these, but most of them do."

Which i found deeply disappointing as there doesn't appear to be any warning on the companies website saying that they is a potential issue with this key cap option (at least that was easily visible during the entire process).

So i thought that i would just take a little time to write up this brief note for everyone else to consider before ordering their caps, as it may, (like it would have done for me) have changed my approach a little - As if you're like me, you take a lot of pride in your keyboards and the smaller things can sometimes tarnish an experience.]

TL;DR Manufacturing issue with the Grey WASD keycaps causing lots of excess splattered ink on these keys - Happens to the majority of them.

All the very best,

Jeci

Haha, yep....

As I said in the thread over there, my experience with customer services is really good, they're responsive etc and willing to help, so I wouldn't say their customer service as a whole is abysmal....

It's just that the way they're producing a faulty product, not really making the consumer aware of this until post purchase I think is entirely wrong... I also think however that for some consumers it's not an issue - but for example, if I had ordered an entire set in grey and over 75% of the keys had splatters all over them, I wouldn't be keeping them and I would not be buying from them again....
Edited by Jeci - 8/22/12 at 6:32am

It doesn't really look like discolouration, just in the writing part of manufacturing they've slipped and marked the caps - which is why I though it strange that it only happens on this certain colour?

This was never about complaining on a public forum and slamming a companys name, I wouldn't want to do this to a small organisation that supports a very niche market and is integral to a community - It was merely about making people aware of an issue with the product, as there doesnt appear to be any mention of this on any other forum nor the company website, and as I mentioned I thought the community should know about it...

I guess that topre could argue this is part of their design etc. rather than a manufacturing issue?

Edit:

So after having checked my email this morning there was a new message from WASDkeyboards:



It appears as though the customer services chap that was i talking to, is/was on the hunt for some replacement numeric key caps for the marked ones I currently have!

It also appears as though he's thrown in a pair of stabilisers (even though i did offer to pay for them) free of charge.

As i said in my original post from a customer services perspective i'm really happy with their communication and willingness to engage with their customers - With so many organisations these days you don't get this level of communication I must have sent him 4 or 5 emails about various bits and pieces!

I'm going to do a final post (i hope) when the caps arrive concluding my experience.

All the best,

Jeci
Edited by Jeci - 8/22/12 at 7:54am

So you ask and OP delivers:

"We're not sure about the additives because we don't manufacture the keycaps ourselves. We use a 1064 nano meter fiber laser for etching."