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Mountain Everest Keyboard update fried my numpad

Immense

Link to product: https://mountain.gg/keyboards/everest-max/

 

So I've had this keyboard since December of 2021 and its been really nice. It's my first mechanical keyboard, and even past that it's my first keyboard I've spent more that $50 on.

 

This past weekend they sent out a firmware update and software update. It seems the update fried the detachable numpad. I've seen other complain about this on the subreddit, so it wasn't just me.

 

I contacted their support and they said I I'm out of warranty and I would have to buy the numpad. That seems a bit ridiculous to me no? They cause an issue and now I have to pay for it? Especially since this is such a premium product. Is their something I could say to get this resolve? I don't love going "full Karen" but will if necessary.

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I would keep mentioning that it was not  user error but the Firmware update that did it. You did not do anything to break it, they themselves fried it. Keep at it until they do, then you will have to raise it to either FCC or related company that handles it.

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You can always sue them in small claim court if you care that much about them messing up your hardware through a firmware update and them not taking responsibility just because you're out of warranty.

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17 minutes ago, Shimejii said:

I would keep mentioning that it was not  user error but the Firmware update that did it. You did not do anything to break it, they themselves fried it. Keep at it until they do, then you will have to raise it to either FCC or related company that handles it.

I have! But they don't seem to care...here's the email thread:

 

SUPPORT:

This order is from 2021 which puts the product outside of 2 years warranty coverage.

I’m afraid we won’t be able to assist with the exchange here.

You may consider obtaining a new numpad:

https://mountainggshop.com/collections/keyboard-accessories/products/numpad

 

ME:

Really? You guys sent out a bad update that killed multiple peoples numpads. Look at the subreddit. Many people are complaining of the same thing.

This is a an EXPENSIVE premium product, and to no fault of my own you broke a component. I feel like a warranty shouldn’t matter in this case.

 

SUPPORT:

Software update did not cause the problem.

It simply triggered what was already bad hardware.

Otherwise all of the keyboards would produce the same fault.

 

ME:
'triggered what was already bad hardware'  So I was sent bad hardware? And then the update killed it. And now it's on me to give you more money to fix your issue?

 

SUPPORT:

Some hardware does go bad - It’s inevitable with mass production.

Sorry about that.

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2 hours ago, Immense said:

I have! But they don't seem to care...here's the email thread:

 

SUPPORT:

This order is from 2021 which puts the product outside of 2 years warranty coverage.

I’m afraid we won’t be able to assist with the exchange here.

You may consider obtaining a new numpad:

https://mountainggshop.com/collections/keyboard-accessories/products/numpad

 

ME:

Really? You guys sent out a bad update that killed multiple peoples numpads. Look at the subreddit. Many people are complaining of the same thing.

This is a an EXPENSIVE premium product, and to no fault of my own you broke a component. I feel like a warranty shouldn’t matter in this case.

 

SUPPORT:

Software update did not cause the problem.

It simply triggered what was already bad hardware.

Otherwise all of the keyboards would produce the same fault.

 

ME:
'triggered what was already bad hardware'  So I was sent bad hardware? And then the update killed it. And now it's on me to give you more money to fix your issue?

 

SUPPORT:

Some hardware does go bad - It’s inevitable with mass production.

Sorry about that.

 

Yeah since you have them saying an Admission of bad hardware, that alone warrants replacement. Just give them the "Since you have admitted there was a Known bad hardware fault, this qualifies for a replacement, failure to do so will result in an FTC investigation and potential class action suit since there are multiple customers facing this exact same issue. Software updates can and have caused problems in many different types of hardware, do not say they cannot as that shows you lack the proper knowledge on the subject and can also imply a lack of competence of the staff which can result in terminations. Getting ahead and pro-actively fixing issues or offering replacements will give the company much better publicity then being reported that you have knowingly sent out defective units, bricked them, and refuse to replace them due to no fault of the customer."

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1 hour ago, Shimejii said:

Yeah since you have them saying an Admission of bad hardware, that alone warrants replacement

Only within the warranty period technically. Hardware was fine through all previous updates etc and only broke now...

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Update they will not replace the product. Hoping this deters people from purchasing from Mountain.

 

Their dumb response:

I think you interpreted me completely wrong.

Basically the numpad was getting bad (not a known hardware defect!) and firmware update triggered it to completely loose functionality (not a firmware defect!)

Since the product is already outside of warranty coverage we won’t be able to provide a free replacement.

But you may consider purchasing a new numpad:

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