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Hey everyone. I’m back this week, just chiming in real quick to address some of the issues that were brought to the team’s attention this week:

SignalWire
So earlier this week, on our WAN Show audio podcast, we left in an unedited version of a sponsorship read for SignalWire. There was a post on the forum that expressed concern with us taking a sponsorship from a brand we referred to as scary. Humor of the unedited read aside, this was a tongue-in-cheek comment made by Bell. It was more broadly poking fun at the direction AI has headed so far, and had less to do with SignalWire as a brand.

Ecoflow
This post on the forum was shared with us regarding a smaller French creator who had some issues with working with Ecoflow. Ecoflow had taken much too long to send their product, and the creator uploaded their video with the product they had already received. Unfortunately, this is surprisingly more common with brands than you might think and has caused more than one headache in the past for our business team. From our experience, this usually involves the shortcomings of an employee in the company and not the company as a whole. And after watching the segment of the video where the creator discusses, it sounds like that’s what happened here. It’s unfortunate, and it’s sad to see him say he still loves the product, but the experience has soured working with them professionally. We’ll reach out to our contact to see if this is something that can be brought to the attention of those who would need to know, and we hope for the best that this is an issue with training and not malice.

Secretlab
There have been a few mentions of Secretlab on our board now, some of which Secretlab replaced the damaged parts of the chair, while others have had less than stellar interactions. The most recent update has come from someone who has been facing multiple issues over the past handful of years, and they’re now getting poked/cut from the chair falling apart. I did want to take the time to note that anything we have planned with Secretlab for the year will not be happening until, at the very least, we have the proper amount of time to talk to their team about the inconsistency of their customer support, and to better understand what their thought process is when it comes to the armrest issue that seems to pop up regularly with their Titan line of chairs. 

Thanks again everyone for bringing our attention to things we may otherwise have missed. And big thanks to @mynameGeoff keeping an eye on the forum while I was away. I hope everyone has a great weekend, and hope you all enjoy tonight's WAN Show!
 

Hey everyone, 

Just a quick update this week before we start the WAN Show tonight. As there weren't many new brands whose names were brought up, we wanted to give a brief update on some of the ongoing conversations we’ve had.

Influencer Stuff
We did it! Thank you again to everyone who let us know that we were on their landing page as one of their partners. After getting put in contact with the right individual, we have finally been removed from their homepage as one of their partners, as have the rest of the creators listed. 

Secretlab
There isn’t much news here compared to last week. However, we have locked in a date for our call. Due to sickness and vacations, it will be the week after next. So that will be when we have the next update regarding Secretlab.

ASUS
We’re following up with our contacts on what their game plan is on taking action on some of the issues brought up in the forum. We’ll continue following up for a response and we will update you once we hear back.

Thank you all again. 
 

100% agree on ASUS being crap. Back in 2017, I RMA'd a Rampage VI Extreme as it would freeze in bios before posting. I paid for shipping ect... They claimed they couldn't reproduce the issue and sent me the same dead board back.
They claimed it had to be my ram. So I swapped the ram for testing.
Then they claimed the PSU. I bought a new PSU.
Then they claimed the CPU, I tested another and same issue.
Finally, they agreed to do another RMA. Which big shock, they found the board didn't work. Turns out they don't actually test the boards when you RMA them. They just use a few probe points, they don't even bother to boot the board before claiming it works. Oh and the turn around time is 10-15 business days each time.

@Other James update regarding Secret Lab, I imagine they'll just gaslight LTT and outright lie to 'em on the call.  



I've still been battling their customer service and they continue to go in circles. They keep asking me for different information, I provide it to them yet they keep giving the same generic answers. They are now stuck on "we don't make your chair anymore" as their latest cop-out. Whenever I ask them what they do when a customer is still within the warranty period but their product has been discontinued, they refuse to answer it. Oddly enough, they allow me to buy 90% of the parts that make up my chair. Doesn't really makes much sense does it? 

they told me its purely aesthetic and not covered under warranty. I cant use my armrest otherwise it scratches my arm, ive also caught my dog eating the bits that fall off

I decided to open an email thread with SecretLab to discuss the whole spare part situation and yikes have they started digging themselves a hole.
You know if they at least owned it and said that for economic reasons (or whatever) they don't want to offer replacement parts, whilst I couldn't justify it, at least I could somewhat understand it.
But in their latest email they started throwing in the usual corpo speak to me (that makes literally no sense).
They literally emailed me saying that this is to "ensure optimum product performance" and " also to secure the safety of the users of our products".
Jeeeeesus what a load of crap.
I guess that's one way to ruin your reputation in a single email.

I decided to open an email thread with SecretLab to discuss the whole spare part situation and yikes have they started digging themselves a hole.
You know if they at least owned it and said that for economic reasons (or whatever) they don't want to offer replacement parts, whilst I couldn't justify it, at least I could somewhat understand it.
But in their latest email they started throwing in the usual corpo speak to me (that makes literally no sense).
They literally emailed me saying that this is to "ensure optimum product performance" and " also to secure the safety of the users of our products".
Jeeeeesus what a load of crap.
I guess that's one way to ruin your reputation in a single email.

Why not profit from selling replacement parts? I don't mind paying for the parts.
My problem with them is that they're pushing me to throw out a perfectly fine 2/3 of a chair just so I buy a full new one?
And it's not like they don't have the parts, they do offer replacements if you are a customer, so they can't even use that as a defense.

To have a point of comparison, I bought my Corsair Road Warrior T2 ages ago, used from Amazon.
I had some issues with it twice and Corsair were more than happy to help me, twice, free of charge, despite me offering to pay for the parts.
Now I know Corsair are on a completely different level when it comes to customer support, but I feel like asking for a replacement part, that I would pay for, is the bare minimum a company should do.

Hello forums!

Long time lurker, second-time poster here.
I am here to complain about SecretLab.
Some context:
My girlfriend has one of their chairs (whilst I have a Corsair Road Warrior T2).
The foam on my chair has started to wear thin and I find my girlfriends chair to be much superior to mine so I started considering getting a SecretLab one too.
A problem I ran into however is with their repairability policies.
Recently I managed to get a completely new base and backrest from two separate people that had replacement parts and were selling these for dirt cheap (or were going to throw them away if they don't sell).
Thinking I'd do a good deed (and save some money in the process) I bought these expecting to be able to purchase the other parts I need from SecretLab and to just assemble a brand new chair (keeping the other parts out of the landfill).
To my utter surprise, SecretLab does not sell these parts and when I reached out they just stated that they don't sell those replacement parts and the only way to get them is to be a valid purchaser in their store.
That left a pretty sour taste in my mouth.
They clearly have the parts and them choosing to not sell them is... Well I don't know. It just seems like a very odd, anti-repair decision.

Hello forums!

Long time lurker, second-time poster here.
I am here to complain about SecretLab.
Some context:
My girlfriend has one of their chairs (whilst I have a Corsair Road Warrior T2).
The foam on my chair has started to wear thin and I find my girlfriends chair to be much superior to mine so I started considering getting a SecretLab one too.
A problem I ran into however is with their repairability policies.
Recently I managed to get a completely new base and backrest from two separate people that had replacement parts and were selling these for dirt cheap (or were going to throw them away if they don't sell).
Thinking I'd do a good deed (and save some money in the process) I bought these expecting to be able to purchase the other parts I need from SecretLab and to just assemble a brand new chair (keeping the other parts out of the landfill).
To my utter surprise, SecretLab does not sell these parts and when I reached out they just stated that they don't sell those replacement parts and the only way to get them is to be a valid purchaser in their store.
That left a pretty sour taste in my mouth.
They clearly have the parts and them choosing to not sell them is... Well I don't know. It just seems like a very odd, anti-repair decision.