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I'm a little annoyed with XArmor

post #1 of 20
Thread Starter 
A while ago my U9BL started developing symptoms of chattering on a few keys. Last week I contacted XArmor and after a short exchange of emails they issued me an RMA number. I returned the keyboard and they got it this week. That same day they emailed me back saying they had two technicians test it thoroughly and they found no problem with it.
So they cleaned it and said they would ship it back the next day (which was Wednesday). They also mentioned that they charge $25 for unjustified RMAs.

Since the author of the email was obviously not a native English speaker, I'm not sure if they meant that the $25 is what they normally do but that they'd let me off the hook this time, or something else.
So right now I'm still waiting for the keyboard back, although 2 days is not unreasonable. Depending how they shipped it, I imagine it'll be here by mid next week.

Hopefully they didn't do some kind of cash on delivery type deal so they'd get their $25, or I'm going to murder somebody, especially if the keyboard isn't fixed.

Anyway, I was thinking of replacing the U9BL with a U9BL-S, but I'm a bit wary of their customer service now. Thing is, the U9BL-S is by far the cheapest, yet still decent quality keyboard with MX Brown switches anyone can get their hands on. So as much as I'd want to get another brand, I feel like I have to stick with XArmor in this instance if I don't want to pay an arm and a leg...

What to do, what to do?
post #2 of 20
Do you mind copy pasting the email that mentions the $25 charge?
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post #3 of 20
Thread Starter 
Quote:
Originally Posted by Crazy9000;13236194 
Do you mind copy pasting the email that mentions the $25 charge?

Not at all.
Quote:
Dear X,

We have finished testing your keyboard

1) It does not have chattering issue
2) individual key test passed
3) make / break key test passed. (touch type and bottom out)
4) we have 2 technicians looked into your keyboard and none of them find the problem you are describing.

We also clean your entire keyboard so we will be sending it back to you tomorrow.

PS: For your information, we do charge a $25 service charge if user send something which is non defective
post #4 of 20
It's pretty hard to tell the intent of that... It's in a "P.S", which makes me think they are just informing you of their policy if you get it back then try to send it in again. I can't say for sure though.

That's crazy if they would try to charge you $25 to get your keyboard back for this, I couldn't imagine a company doing that.
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post #5 of 20
Thread Starter 
Frankly I was too annoyed with that email of theirs to respond in any way. What, did I make up a chattering issue and waste $15 shipping a perfectly functional keyboard to California just so they could tell me it works fine and they're sending it back? I'm assuming that since I had that issue + poorly aligned keycap prints, I have one of the earlier U9BL batches and I was hoping they would recognize that and swap it for a newer batch. Tough that I didn't mention the poorly aligned keycaps, I guess.

Like I said though, if the keyboard miraculously works again after I get it back, no big deal I guess... but if the issue is still there...sozo.gif
post #6 of 20
"Key chattering" is a manifestation of the electromechanical issue of a switch not cleanly activating--you have a fraction of a milisecond where it alternates between on and off on a microsecond basis, and if the controller isn't programmed correctly then it will result in multiple key presses.

The length of time that the "chattering" occurs for is affected by the size and conductivity of the electromechanical contacts.

The size and conductivity are affected by temperature and humidity.

A keyboard may suffer from key chattering in one environment, and not in another.
post #7 of 20
Quote:
Originally Posted by Phaedrus2129;13237654 
"Key chattering" is a manifestation of the electromechanical issue of a switch not cleanly activating--you have a fraction of a milisecond where it alternates between on and off on a microsecond basis, and if the controller isn't programmed correctly then it will result in multiple key presses.

The length of time that the "chattering" occurs for is affected by the size and conductivity of the electromechanical contacts.

The size and conductivity are affected by temperature and humidity.

A keyboard may suffer from key chattering in one environment, and not in another.


That's nice Phaedrus but they should have replaced it.
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post #8 of 20
gonna have to agree with ripster on that, should of taken care of you better if they want to repair the damage thats already been done to their rep
post #9 of 20
Um? All I did was explain why they didn't detect an issue.
post #10 of 20
Thread Starter 
Well, like I said, maybe it'll miraculously work again when I get it back. If not, I guess I'll have to move to Fremont, CA (where their RMA center is) so I can enjoy the same climatic conditions tongue.gif I'll still probably sell it, but then I won't know whether to try my luck at another XArmor or spend extra on a different board with Browns that won't have all the features I'm looking for...
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