Weekly Sponsor Concerns Update - April 19, 2024

Other James · April 19

Hey everyone, we hope you had a good week. Earlier this week we rolled out a new system for bringing up concerns regarding brands we work with. We ask that you all read that, as this will help us stay more focused on resolutions to problems. As far as things we wanted to touch on this week, we’ve got a couple of updates on some brands that we stepped back from.

Epomaker
We have been working firsthand with Epomaker to address some of the issues we saw brought up on the Forum, and we intend to continue reaching out to members of our community who may face issues. We have also kept our eye on concerns that the mechanical keyboard community as a whole has brought up and we continue to assist Epomaker with these.

They have updated their customer service with new policies that emphasize the customer and increased the support staff on their team.

The last thing we talked to them about was some concerns about IP infringement. This is residual from when they started out as a reseller. We shared a master list of these products with them, and worked with them to see that these were removed from their site.

Secretlab
After having a long late-night call with the team, hashing out many of the issues, we feel as though they are taking a lot of these concerns more seriously now. They’ve adjusted their customer service focus to tackle problems more on a case by case basis, with an emphasis on doing right over doing what is “standardized.”

They have also added a team dedicated to making sure that no customer complaints go over 48 hours without a response.

We have also discussed with them what are reasonable solutions to problems with products, including when it would be wise to repair or replace. They have even provided our team with a dedicated member to address any future complaints that we can monitor and make sure that those same reasonable solutions are being provided. We will be resuming our partnership with Secretlab.

Thank you all again, and I wanted to give a special thanks to anyone who was able to participate in our charity auction this week or even those who were able to donate a couple of bucks directly.