I just got my 80he too but that's not really true anymore. While the Wooting software, insurance and customer service (at least when the 80he orders calm down) is the best, some Chinese clones are actually faster already, such as the Sikakeyb Castle HM80. This could be fixed on a software level though so the 80he could get back on top. I hope Wooting will address this.
Thank you for your continued honesty and transparency - I am becoming and actual Wooting fanboy by now. I have now had about a week with the 80HE Zinc edition and boy do I not regret the delays that happened!
i purchased 2 60he's and the 80 and all my friends in the group did the same.Me living in Germany always had a fast response and delivery time of all 3 of my keyboards.My friends in living in Greece got them roughly around 2-5 working days and when they communicated with people from the Support team they were always fast af.Many thanks and I wish all the best to the Wooting team
You guys may take some time to respond but you always do it right. I’ve had a few interactions with support during the 80HE wait period and while some response periods were longer, it didn’t impact the turnaround time for my board at all despite a few updates & changes. Thanks for supporting your customer base transparently!
Nice vid Calder and the team! I've worked for over 6 years for the customer service at a Dutch company which supplied products for about 150K customers. The amount of people that worked for customer service was almost the biggest if you counted all the employees. I think it was about 300 employees and about 60% was in customer service only. I think you're doing great in customer service and especially for the release of the Wooting 80HE I've experienced a lot of good communication for delivery at the right address. So, (petje af) good job!
I remember the early(ish) days, 2021 on the discord talking directly with the (only?) dev that was working on the wootility and asking about some bug and them saying it should be fixed in the next version, its crazy how far you guys have come, congrats on all the success you guys definitely deserve it! 👏
I had an issue with my board, it did take some time for them to get back to me but it was very quick for them to find a good solution once they did get to me. I'm very impressed with the customer support.
I'm glad to report that my faulty 80HE has been replaced. Once we got traction the customer service was awesome. Without knowing your ticket volume, I would recommend implementing a ticket system so that people can see the status of the ticket, the current system (basically just an email acknowledgement) doesn't give enough confidence that your issue is still being investigated/queued/whatever...
Thanks for the expedited shipping for my 80HE! It arrived before the ETA indicated @ the Wooting hub. Also, always appreciate y'all's transparency. Great stuff guys!
Honestly the best customer service I have ever experienced. I mentioned to Wooting that I need my shipment asap due to flights being moved around, needless to say it arrived 2 days later and the quality never disappoints. ty wooting :)
I have to change my own values of being patient. Yes, customer support took very long, but every solution was spot on so far. Personally, I can not complain at all about their willingness of helping out in every single ticket. Keep going like that. Also nice value on secure workplaces. 🤟
Just received my 80he ghost a few days, happy with it. Planning to get another Zinc Alloy 80he for my 2nd pc. I prefer dark room, so I need LED keyboard and wooting is perfect for what I need
Wooting really are the greatest tech company in the world. Thank you so much Wooting for your amazing services and for some great keyboards, i hope that 2025 will be a great year with lots of growth and that you'll all see much improve. Sincerely thank you so very much (edit) I only have one problem with Wooting, and that is that they never break so i never have a real excuse to buy another one ):
Awww, thank you Laurits! I mean, there are extreme ways to make sure it breaks? :') Just how I used to have the crappiest phone back when I was young and I 'accidently' put it in the washing machine in hope to get a new one from my parents... (but they didn't, and I had to pay with my savings 😂) ^Sander
Well I do 8-16:30 MON-FRI on call technical support and remote diagnostic for like 3500 devices running 24/7 in 2 people. I am very insterested in how do you want to do booking for such service because I never know in advance if my call takes like 5 minutes or an hour. I feel like you can expect between 15-30 tickets daily per technician if you dont want to do any of the shortcuts. You also have to think about spikes of demand because some times are more attractive to the customers. This service will be appreciated only if you hire enough people to do it and you have to do calculations first how much savings and expenses it means to you compared to standart support costs. You can also consider it marketing cost since I cant remember being ever able speak to technician directly regarding any consumer product at home.
Appointment can only be made by the technician, as a followup to an issue that is considered new and undeterminable. Run through some troubleshooting to learn more (also helps to create a case that might be relatable to something else), if it isn't resolved in call, it'll likely end up in a replacement part (PCBA). But that decision can be made immediately, no need for 3-5 more email back and forth, each requiring to get back into the case and asking the right questions again, costing more time. Thanks for the insight!
I have my 80HE. Had to have it shipped under my name but to a friend's address, I did contact support, but it didn't matter, this beautiful board is just delightful 😀
W company, will probably never buy another brand keyboard. On top of wooting just being the best on the market, the company is truly for the people and they want US as the customers to have the best experience possible. Only thing I can ask is when are they going to drop some merch? 👀
@@ice.3000 hoodies/sweatshirts would be sick and so would hats. Especially if it was more of a minimal branding like a small “wooting” or the W logo with the keyboard strap coming off of it😮💨 that would be clean
It’s funny-when we first started Wooting, we made merch, but no one bought it. Now that we’re more established, people are actually asking for it! While it’d be fun, we’re not ready to dive into it yet. We’d want to create high-quality products, not just a cheap hoodie and slap a logo on it that falls apart after one wash. Maybe in the future-who knows! 😊 ^Sander
@@Wooting That is funny, but I completely understand the decision by you guys. I would rather not have merch right now than to have something that falls apart after wearing it a few times! Thanks Sander!
Great video about trying to make changes as I am sure you have noticed C/S goes a very long way with repeat customers and getting new customers. I do want to say it would be nice for this level to put towards updates about major delays. Making updates publicly can help reduce the about of e-mails asking about order delays and such. A lot of people from the US seem to be having issues with your recent collab and we have no updates or etas on anything. I am sure your company is getting a lot of e-mails about these orders as the items were marked "in-stock" along with statements about shipping next day and we have had zero communication about the delays and when we might expect the collab items.
Thank you for your feedback! Ideally, we should have emails going out to address delays. If everyone was affected, I agree-an update should have been sent, at least to those specifically impacted. I’ll share this with the team. Thank you again, and we sincerely apologize for the inconvenience this has caused! ^Sander
truly felt when my keyboard was put in the wrong order :( and you guys didn't send an email so I was just expected to check discord, my suggestion would be to put a notification on your website or in a bulk email (idk how easy that is)
While the Wooting software, insurance and customer service (at least when the 80he orders calm down) is the best by far, some Chinese clones are already faster, such as the Sikakeyb Castle HM80. This could be fixed on a software level though so the 80he could get back on top. I hope Wooting will address this.
I don't understand how I can be waiting 33 days after receiving your new flagship product in an essentially defective state, contacting support immediately and have still yet to receive any reply. Make it make sense.
If you received a confirmation for your ticket, it should be in progress. Could you share your order number with me? I’ll check to ensure it’s properly logged in our system. ^Sander
@@Wooting I did get a confirmation response. I've spoken to Mark on discord and got it sorted. I submitted a new ticket which helped you find my lost ticket and also identify others in the same situation. Cheers
if there are consistent months of 7k (or any amount), identify the head of the snake. Get someone obsessed with analytics to identify trends, cost saving measure.
@@Tomatobear8 Because entire optimum keyboard was made for optimum liking, it's entirely his board. So you will only get 1:1 what he have, and no other versions of that
We had a long and silly development time with the keycaps going through many iterations in colors, legends, and production methods. By the time we had the final version, we couldn’t add the ISO keys anymore. We are now running new samples with a new keycap mold of our own that include ISO keys, but depending on the sales rate, this might or might not see the daylight. ^Sander
ive been waiting since may, i contacted them and ask to add something or should i cancel ander make new order... few days later they cancel my order without asking me what i want...
This may have been an oversight by one of our customer service team members, which should not happen. They need to review such matters more carefully. I will ensure this feedback is shared with the team. ^Sander
Could be that the label has been created, but the package hasn't been delivered yet by our warehouse. Sometimes this can take up-to a few days. But if its stuck for a long while it is best to reach out to our support on wooting.io/support :) ^Sander
The Mad60 inevitably comes with compromises. Personally, I wouldn’t set high expectations for its reliability, performance, or service. Additionally, the fact that they’ve directly copied our design-along with the wave keycaps-suggests a lack of genuine intent behind their product, making it feel more like a straightforward cash grab. ^Sander
Unfortunately, the dates provided are only estimates and not entirely reliable. However, offering users an option to opt-in for notifications if the dates change could be a good solution. I’ll share this idea with the team. ^Sander
Appreciate for the transparency of wooting. However, I still can’t believe that HK founders for 80he need to pay for the shipment but the latest customer for 80he is free shipping now😢
We were still working on a warehouse in Hong Kong on the launch, and couldn't guarantee the shipment from the warehouse due to SKU availability in the warehouse. No system in place to be smart about it (at the time).
Yes I am one of these people effected but the customer service. I clearly sent the product for warranty claim and end up getting refund of the entire purchase. I emailed them it was supposed to be a warranty claim and I want a replacement. But customer service responded they went ahead refunded the amount and they can't do anything at that point and ask me to buy it new from the website but that will result me in the wait time of whatever batch I am in so I just didn't order. Pretty sure this is the result of them trying to quickly get done with customer support due to the influx and people like me get unfavorable result in return.
That’s truly unfortunate. While mistakes can happen, I understand this may not have been the best experience. I will ensure this feedback is shared with the team so we can handle incoming requests with greater care moving forward. ^Sander
80HE Module + Case + Switches + keycaps is slightly more than the assembled model, because: 1. Product cost (fixed fees in assembly, now spread over more items) 2. Packaging 3. Logistics If you exclude the keycaps, it is cheaper. Only when you look at the ISO model, the assembled version comes without keycaps installed (to support as many as possible languages). Therefore that premium for 1-3 happens already with module + case + switches.
My Main question is, i have to pay 230 Euro for a De Iso Layout Plastik Keyboard...why the heck did you make the Plastic frame so shit and bad quality? I mean 230 is still Premium Price and not everyone want to pay 320 Euros for a Keyboard. For this Price Range, The Plastic of the 80HE should be the best Plastic that is on the market right now, please change this without raise the price again its ridiculous
A significant surge in sales over a short period can often be driven by large B2B orders or reviewers posting impactful videos. For instance, OptimumTech's SOCD/Snappy Tappy video caused a massive spike in interest and sent sales soaring. ^Sander
We’re constantly exploring ways to make shipping more consumer-friendly. However, in some locations-such as Brazil and Turkey-it’s particularly challenging due to the extremely high import duties and taxes. ^Sander
I feel like the QC (Just from the amount of reddit post and youtubers doing reviews) has also been really bad with this launch? Custom service is a B problem right know because if people get a functioning product to begin with the amount of error reports would be less. I could be wrong here since the sample size is just reddit post where people with issues are more prone to say something if they have a bad experience compared to the good cases where they say nothing since they area enjoying their product. There have been more people than i would like, that do keyboard reviews on the regular and have had issues. This alongside the reddit post leads me to believe it worse compared to the 60HE. Would be nice to have some input from Wooting on this. Have they notice the same thing?
When it comes to QC, there are 2 sides. Every launch we've encountered some level of QC issues that we would smoothen out as productions went forward. Now at the scale we manufacture, a larger scale of possible issues can occur (0.001% chance will now occur), and with the large quantity that was shipped at once, it all happens at the same time. Therefore it might appear greater than what it is when you compare it to the total quantity. The other side is that we are now growing and now have the option to dedicate within the company a dedicated QC process that is independent from the manufacturer's QC processes and can upkeep QC standards vigorously *before manufacturing*. Something you don't need when you have 0.04% QC issues over 10 000 units (400 cases), but is worth it over 100 000 units (4000 cases). E.g. solve 1 case costs 40$ (logistics, part cost, resource human), that's 160 000 USD (4000 cases) that can be prevented over 16 000 usd (400 cases) that can't even pay for a salary. Solving/prevent an issue in $ scales exponentially. ^ Calder
We see no reason to switch to south-facing LEDs. We've stuck with north-facing LEDs because they align better with keycap legends. If compatibility becomes a concern, you can rotate the switch so the window faces south. While this may slightly reduce RGB brightness, it's a practical solution to address the issue. ^Sander
The EU-Brug situation is horrible. Please put higher value on orders placed much, much earlier than others and who ordered the premium product over the basic. Terrible experience.
How can the wooting be so expensive for eu? Do you ship from china to america and then to eu or what because you are a dutch company am I wondering (but this doesn't really sound alike it makes sense) how so?
problem with 80he preorder and first few batches was non-priority with ticket system. guys with defected board or payment/shipping errors were not treated properly, and that lead people to mald in wooting server. on top of that, email and mod team had same macro answers everyday. I just said to pissed people 'just spam on this server until wooting team notices you, emails are fcked'
@@Miksa156 yes, i have paid for return! they are covering it only if there is something wrong with product.. its defective and u want change it or something! if u just want to use your customer rights and return it even within 14 days then u have to pay for shipping by yourself! its horrible especially when u were waiting for the keyboard almost like a year and also have paid almost a year ago! they are using your preorder money for production or i dont know for what else and asking to pay that 10 euro for returning the product... also the whole process took 2 weeks or something.. and they are speaking here about "excellent" customer service. Paying that much for a premium keyboard and getting all this is just not right
In the Netherlands, we cover the shipping costs for returns. For international orders, return shipping costs are not covered. This policy is clearly outlined in our Warranty and Returns terms. However, for any RMAs, we always cover the associated costs. While we strive to provide excellent service, we are not positioned like Amazon to offer free returns worldwide. You can read more here: wooting.io/policies/warranty-return-policy ^Sander
i didnt like the change of your recent software beta update, pls fix the annoying select keys thing popping up... make it more accessible like it was in the previous versions
Since I did not get any answer in the White Zinc Alloy Case Update video, I repost my question here: 👋Can I take a look at the v2 (once it is ready to ship) and choose after if I want to keep the v1 or the v2?
@@MyKiwiFR In the end, we went opted for e-coating with painting, the UV coating did work out but it still influenced the color. We were able to get the e-coating with paint layer to make the same improvement and retain a nearly same color and feel. The color is not a 100% equal match, it's a shade less "warm" (red), but it's difficult to see that difference unless you have both next to each other + a control group with different shade of white. The "delta" difference in color is 0.7 with the original, industry standard for per batch production is 1.0 or below, thus in theory, no difference :) Update on this will come out by end of next week.
Seems like you guys are adopting ITIL best practices, and proactive problem management. 6k tickets seem to be more on the extreme side, wonder what the trend is there?
long overdue video, thanks a lot! But probably because of the customer service issue it got delayed 2 months (sorry i had to) PD: Team rocket ahh exit LMAO
just got my 80 he and its insane nothing even compares xd
which 80he? can you be a bit precise what you like
Wrong my 80 he can also compare 😊
Same
I just got my 80he too but that's not really true anymore. While the Wooting software, insurance and customer service (at least when the 80he orders calm down) is the best, some Chinese clones are actually faster already, such as the Sikakeyb Castle HM80. This could be fixed on a software level though so the 80he could get back on top. I hope Wooting will address this.
Thank you for your continued honesty and transparency - I am becoming and actual Wooting fanboy by now. I have now had about a week with the 80HE Zinc edition and boy do I not regret the delays that happened!
U're lucky my friend
Real talk. My 80HE Zinc showed up on Monday and *wow*. Totally worth the wait.
I've never felt so compelled to support a company in my life. Wooting4life
i purchased 2 60he's and the 80 and all my friends in the group did the same.Me living in Germany always had a fast response and delivery time of all 3 of my keyboards.My friends in living in Greece got them roughly around 2-5 working days and when they communicated with people from the Support team they were always fast af.Many thanks and I wish all the best to the Wooting team
Does anybody know why there is written still „preorder“? If I Order Today, when should the 80he send to me?
You guys may take some time to respond but you always do it right. I’ve had a few interactions with support during the 80HE wait period and while some response periods were longer, it didn’t impact the turnaround time for my board at all despite a few updates & changes. Thanks for supporting your customer base transparently!
Nice vid Calder and the team! I've worked for over 6 years for the customer service at a Dutch company which supplied products for about 150K customers. The amount of people that worked for customer service was almost the biggest if you counted all the employees. I think it was about 300 employees and about 60% was in customer service only. I think you're doing great in customer service and especially for the release of the Wooting 80HE I've experienced a lot of good communication for delivery at the right address. So, (petje af) good job!
I remember the early(ish) days, 2021 on the discord talking directly with the (only?) dev that was working on the wootility and asking about some bug and them saying it should be fixed in the next version, its crazy how far you guys have come, congrats on all the success you guys definitely deserve it! 👏
Thank you!
Shout out to the customer service lead, Mark. His work ethic and belief in the product makes the department what it is!
Customer Service has always been amazing
i ordered in april and got it last saturday (16.11.)
You are busy, i waited, you delivered.
shoutout Boris and Andrew for helping me with my issue a few days ago
I had an issue with my 80he case and everything got resolved pretty quickly. Thank you guys!
I had an issue with my board, it did take some time for them to get back to me but it was very quick for them to find a good solution once they did get to me. I'm very impressed with the customer support.
I'm glad to report that my faulty 80HE has been replaced. Once we got traction the customer service was awesome.
Without knowing your ticket volume, I would recommend implementing a ticket system so that people can see the status of the ticket, the current system (basically just an email acknowledgement) doesn't give enough confidence that your issue is still being investigated/queued/whatever...
This is a good point. Piece of predictability, ease of mind to remove uncertainty. Going to take this into the team.
Calder
Thanks for the expedited shipping for my 80HE! It arrived before the ETA indicated @ the Wooting hub. Also, always appreciate y'all's transparency. Great stuff guys!
Honestly the best customer service I have ever experienced. I mentioned to Wooting that I need my shipment asap due to flights being moved around, needless to say it arrived 2 days later and the quality never disappoints. ty wooting :)
I have to change my own values of being patient. Yes, customer support took very long, but every solution was spot on so far. Personally, I can not complain at all about their willingness of helping out in every single ticket. Keep going like that. Also nice value on secure workplaces. 🤟
"we limited the scope" animation really got me - good job to post editor ! :D
You guys are the best! Thank you for this attention to detail. Never change!
There seems to be all the reasons in the world to work for this company as a developer. Gratz to the culture!
Getting my 80he any day now!
Hope you enjoy the 80HE when it arrives! :D
^Sander
Thank you for the transparency, it helps people understand that running a company is not easy!
I reached out to customer support twice when I bought my 80HE - and in both cases it was reasonable fast, friendly and helpful.
Glad you had a good experience!
I love this company so much. Thanks for sharing this information.
The things the community can innovate with these new keyboards are beyond their wildest dreams. They just got to do it.
Props to y'all for still taking every ticket, not many companies do that.
Just received my 80he ghost a few days, happy with it.
Planning to get another Zinc Alloy 80he for my 2nd pc.
I prefer dark room, so I need LED keyboard and wooting is perfect for what I need
Im typing on my 80HE since Saturday and I frckn love it
Ahhh niceeeee! :D
^Sander
Wooting really are the greatest tech company in the world. Thank you so much Wooting for your amazing services and for some great keyboards, i hope that 2025 will be a great year with lots of growth and that you'll all see much improve. Sincerely thank you so very much
(edit)
I only have one problem with Wooting, and that is that they never break so i never have a real excuse to buy another one ):
Awww, thank you Laurits!
I mean, there are extreme ways to make sure it breaks? :')
Just how I used to have the crappiest phone back when I was young and I 'accidently' put it in the washing machine in hope to get a new one from my parents... (but they didn't, and I had to pay with my savings 😂)
^Sander
shoutout to emily for being a real one
Shared it with Emily :D
She'd love to see it.
^Sander
I just built my iceberg themed 80he and woah, its soo great.. Wooting truly have made something on another level here.
Iceberg themed, huh? Does that mean most of the keyboard is under the desk? Did you crash a miniature titanic against the side?
Be sure to share it in our #wootstations channel on Discord, would love to see it! It already sounds pretty epic. ;)
^Sander
Well I do 8-16:30 MON-FRI on call technical support and remote diagnostic for like 3500 devices running 24/7 in 2 people. I am very insterested in how do you want to do booking for such service because I never know in advance if my call takes like 5 minutes or an hour. I feel like you can expect between 15-30 tickets daily per technician if you dont want to do any of the shortcuts. You also have to think about spikes of demand because some times are more attractive to the customers. This service will be appreciated only if you hire enough people to do it and you have to do calculations first how much savings and expenses it means to you compared to standart support costs. You can also consider it marketing cost since I cant remember being ever able speak to technician directly regarding any consumer product at home.
Appointment can only be made by the technician, as a followup to an issue that is considered new and undeterminable. Run through some troubleshooting to learn more (also helps to create a case that might be relatable to something else), if it isn't resolved in call, it'll likely end up in a replacement part (PCBA). But that decision can be made immediately, no need for 3-5 more email back and forth, each requiring to get back into the case and asking the right questions again, costing more time.
Thanks for the insight!
Personally had a really good experience with you guys. Whenever you come up with a wireless 75 option I'm ready to play the buy button. :)
Reacting to adjust with the rapid growth of the company requires lots of effort. Kudos on focusing on process improvements! #TheWootingWay
Ordered a Wooting 80HE and sold my apex pro mini. Best upgrade i ever made
Bought it in November and will arrive in mid april if no delays, just near half a year, lets go🤩
Much love!
They clearly care, although it is really slow af. Guess that's the downside of standing behind a newer/smaller company. Very happy with my wooting
My wooting keyboard is coming in today, I cant wait ❤.
I cooked my dinner just listening to the audio. It was pleasant listening after work.
never short of amazing.
As a customer service / workforce performance analyst, I feel your pain, man 😆
Nice editing Sander! Love the kaboom part lol
Thank you, haha :D
^Sander
He just walks into the rain 😂
he might melt
Really good work out there, kudos for your handling of my ticket regarding the white zinc 80 HE
Shoutout to Ms Huang btw
Thank you!
Proud to be a wooting owner fr fr
Love my 80 he!!! My wife approved the keyboard!
That’s a good sign! No hints that your wife has sneakily claimed your 80HE yet, huh? 😉
^Sander
@@Wooting she already claimed my matrix lab keyboard and ultrawide monitor. wooting is all mines
I have my 80HE. Had to have it shipped under my name but to a friend's address, I did contact support, but it didn't matter, this beautiful board is just delightful 😀
@@StephenMcGregor1986 wooting could literally sell you human excrement and you’d pre-order this ish 8 months in advance and still eat it up
I'm happy, I'm receiving my 60he+ tomorrow
Hope you are enjoying! :D
^Sander
I ordered , I've been waiting for a keyboard for 2 months, I hope it comes :(
W company, will probably never buy another brand keyboard. On top of wooting just being the best on the market, the company is truly for the people and they want US as the customers to have the best experience possible.
Only thing I can ask is when are they going to drop some merch? 👀
What merch do you like to see?
@@ice.3000 hoodies/sweatshirts would be sick and so would hats. Especially if it was more of a minimal branding like a small “wooting” or the W logo with the keyboard strap coming off of it😮💨 that would be clean
It’s funny-when we first started Wooting, we made merch, but no one bought it. Now that we’re more established, people are actually asking for it! While it’d be fun, we’re not ready to dive into it yet. We’d want to create high-quality products, not just a cheap hoodie and slap a logo on it that falls apart after one wash. Maybe in the future-who knows! 😊
^Sander
@@Wooting That is funny, but I completely understand the decision by you guys. I would rather not have merch right now than to have something that falls apart after wearing it a few times!
Thanks Sander!
I've only had one experience which was certainly better and easier than any other company, giants like Amazon included
Great video about trying to make changes as I am sure you have noticed C/S goes a very long way with repeat customers and getting new customers. I do want to say it would be nice for this level to put towards updates about major delays. Making updates publicly can help reduce the about of e-mails asking about order delays and such. A lot of people from the US seem to be having issues with your recent collab and we have no updates or etas on anything. I am sure your company is getting a lot of e-mails about these orders as the items were marked "in-stock" along with statements about shipping next day and we have had zero communication about the delays and when we might expect the collab items.
Thank you for your feedback! Ideally, we should have emails going out to address delays. If everyone was affected, I agree-an update should have been sent, at least to those specifically impacted. I’ll share this with the team. Thank you again, and we sincerely apologize for the inconvenience this has caused!
^Sander
You guys are doing absolutely fantastic
truly felt when my keyboard was put in the wrong order :( and you guys didn't send an email so I was just expected to check discord, my suggestion would be to put a notification on your website or in a bulk email (idk how easy that is)
Thank you for the feedback-I’ll be sure to share it with the team! I hope everything worked out well in the end!
^Sander
While the Wooting software, insurance and customer service (at least when the 80he orders calm down) is the best by far, some Chinese clones are already faster, such as the Sikakeyb Castle HM80. This could be fixed on a software level though so the 80he could get back on top. I hope Wooting will address this.
I'm still waiting on my 80HE. it's been pushed back 3 weeks from when it said it arrived at the warehouse
Still no change till this day? Best would then to reach out and see what we can do for you.
Support: wooting.io/support
^Sander
I don't understand how I can be waiting 33 days after receiving your new flagship product in an essentially defective state, contacting support immediately and have still yet to receive any reply. Make it make sense.
If you received a confirmation for your ticket, it should be in progress. Could you share your order number with me? I’ll check to ensure it’s properly logged in our system.
^Sander
@@Wooting I did get a confirmation response. I've spoken to Mark on discord and got it sorted. I submitted a new ticket which helped you find my lost ticket and also identify others in the same situation. Cheers
Love my keyboard, wanted to get the Optimum key caps but they are only ANSI layout :(
i know the 80he just came out but are there any plans to release a 8k pcb for the 60he?
If we have news on any new products we will share it publicly, of course!
^Sander
I been on pack in my order for a week and a half so yeah it is slow in total I been waiting for a month and 11 days since I ordered
If it remains on this status for still till this day, it is best to reach out at wooting.io/support.
^Sander
will there be a white pcr 80he keyboard?
When is the white zinc 80he coming
if there are consistent months of 7k (or any amount), identify the head of the snake.
Get someone obsessed with analytics to identify trends, cost saving measure.
How tasty is the PCB? would you recommend cooking it medium or rare? also with a side of keycaps or switches?
Um rather stay with switches. After trying pcb i had month long stomachache
Uhm... Not sure if I can answer that one, haven't had experience myself. I just tried some Lekker switches, but can't recommend that either. 😂
^Sander
Wooting for president ✋😪
2028 incoming
Will the optimum keycaps also come in iso
No
@herrjohnssen what why not
@@Tomatobear8 Because entire optimum keyboard was made for optimum liking, it's entirely his board. So you will only get 1:1 what he have, and no other versions of that
@@artzen1040Most stupid explanation ever, here have a cookie.
We had a long and silly development time with the keycaps going through many iterations in colors, legends, and production methods.
By the time we had the final version, we couldn’t add the ISO keys anymore.
We are now running new samples with a new keycap mold of our own that include ISO keys, but depending on the sales rate, this might or might not see the daylight.
^Sander
ive been waiting since may, i contacted them and ask to add something or should i cancel ander make new order... few days later they cancel my order without asking me what i want...
This may have been an oversight by one of our customer service team members, which should not happen. They need to review such matters more carefully. I will ensure this feedback is shared with the team.
^Sander
@ Hey Sander, good to hear! Sadly that doesn't help me with my new order waiting time 🥲
FedEx keeps pushing my delivery date back bro 😭. I cannot wait to get the 80HE though.
Could be that the label has been created, but the package hasn't been delivered yet by our warehouse.
Sometimes this can take up-to a few days. But if its stuck for a long while it is best to reach out to our support on wooting.io/support :)
^Sander
Unfortunately, the delivery times for the 80 HE are indisputable and deter many potential buyers from making a purchase. This must improve.
Still waiting for the 80 HE white zinc!
We will publish an update next week on this.
^Sander
I would love to hear ur thoughts of the mad 60 he r. and why we should rather buy your products? I am spit in thoughts what to buy
The Mad60 inevitably comes with compromises. Personally, I wouldn’t set high expectations for its reliability, performance, or service. Additionally, the fact that they’ve directly copied our design-along with the wave keycaps-suggests a lack of genuine intent behind their product, making it feel more like a straightforward cash grab.
^Sander
The delivery date on my 80he keeps being moved up.
Unfortunately, the dates provided are only estimates and not entirely reliable.
However, offering users an option to opt-in for notifications if the dates change could be a good solution. I’ll share this idea with the team.
^Sander
@@WootingThat's a great idea. I appreciate you striving for improvement. PS. My 80he has been sent out and is being delivered tomorrow, hyped.
Appreciate for the transparency of wooting. However, I still can’t believe that HK founders for 80he need to pay for the shipment but the latest customer for 80he is free shipping now😢
We were still working on a warehouse in Hong Kong on the launch, and couldn't guarantee the shipment from the warehouse due to SKU availability in the warehouse. No system in place to be smart about it (at the time).
Yes I am one of these people effected but the customer service. I clearly sent the product for warranty claim and end up getting refund of the entire purchase. I emailed them it was supposed to be a warranty claim and I want a replacement. But customer service responded they went ahead refunded the amount and they can't do anything at that point and ask me to buy it new from the website but that will result me in the wait time of whatever batch I am in so I just didn't order. Pretty sure this is the result of them trying to quickly get done with customer support due to the influx and people like me get unfavorable result in return.
That’s truly unfortunate. While mistakes can happen, I understand this may not have been the best experience. I will ensure this feedback is shared with the team so we can handle incoming requests with greater care moving forward.
^Sander
Why is it more expensive to buy the 80he with switches no keycaps than the base kit?? I already have keycaps I only want the board and switches
Stocking fees for having the additional products in the warehouse.
80HE Module + Case + Switches + keycaps is slightly more than the assembled model, because:
1. Product cost (fixed fees in assembly, now spread over more items)
2. Packaging
3. Logistics
If you exclude the keycaps, it is cheaper.
Only when you look at the ISO model, the assembled version comes without keycaps installed (to support as many as possible languages). Therefore that premium for 1-3 happens already with module + case + switches.
WOOOOOOOOOT
WOOTING TWO HE Zinc when?
How many times did you say "customer service"?
I have watched the video enough to edit it, I ain't counting now anymore. 😂
^Sander
80HE plastic or zinc?
Best to check out hub.wooting.io to see your exact status.
^Sander
My Main question is, i have to pay 230 Euro for a De Iso Layout Plastik Keyboard...why the heck did you make the Plastic frame so shit and bad quality? I mean 230 is still Premium Price and not everyone want to pay 320 Euros for a Keyboard. For this Price Range, The Plastic of the 80HE should be the best Plastic that is on the market right now, please change this without raise the price again its ridiculous
So why so many tickets? Is it real product issues or user error?
A significant surge in sales over a short period can often be driven by large B2B orders or reviewers posting impactful videos. For instance, OptimumTech's SOCD/Snappy Tappy video caused a massive spike in interest and sent sales soaring.
^Sander
Can we work on shipping fees? In total im spending 300 for a keyboard and shipping.
We’re constantly exploring ways to make shipping more consumer-friendly.
However, in some locations-such as Brazil and Turkey-it’s particularly challenging due to the extremely high import duties and taxes.
^Sander
I feel like the QC (Just from the amount of reddit post and youtubers doing reviews) has also been really bad with this launch?
Custom service is a B problem right know because if people get a functioning product to begin with the amount of error reports would be less.
I could be wrong here since the sample size is just reddit post where people with issues are more prone to say something if they have a bad experience compared to the good cases where they say nothing since they area enjoying their product.
There have been more people than i would like, that do keyboard reviews on the regular and have had issues. This alongside the reddit post leads me to believe it worse compared to the 60HE.
Would be nice to have some input from Wooting on this. Have they notice the same thing?
When it comes to QC, there are 2 sides. Every launch we've encountered some level of QC issues that we would smoothen out as productions went forward. Now at the scale we manufacture, a larger scale of possible issues can occur (0.001% chance will now occur), and with the large quantity that was shipped at once, it all happens at the same time. Therefore it might appear greater than what it is when you compare it to the total quantity.
The other side is that we are now growing and now have the option to dedicate within the company a dedicated QC process that is independent from the manufacturer's QC processes and can upkeep QC standards vigorously *before manufacturing*. Something you don't need when you have 0.04% QC issues over 10 000 units (400 cases), but is worth it over 100 000 units (4000 cases). E.g. solve 1 case costs 40$ (logistics, part cost, resource human), that's 160 000 USD (4000 cases) that can be prevented over 16 000 usd (400 cases) that can't even pay for a salary. Solving/prevent an issue in $ scales exponentially.
^ Calder
@@Wooting Thanks a lot for the reply!
In the future, will you have a Wooting 60 with a south facing LED?"
We see no reason to switch to south-facing LEDs. We've stuck with north-facing LEDs because they align better with keycap legends.
If compatibility becomes a concern, you can rotate the switch so the window faces south. While this may slightly reduce RGB brightness, it's a practical solution to address the issue.
^Sander
WOOTING MMO MOUSE NOW
The EU-Brug situation is horrible. Please put higher value on orders placed much, much earlier than others and who ordered the premium product over the basic.
Terrible experience.
How can the wooting be so expensive for eu? Do you ship from china to america and then to eu or what because you are a dutch company am I wondering (but this doesn't really sound alike it makes sense) how so?
but good work generally speaking
All our products are produced in China, then shipped to the EU or US. There is no hopping between US and EU.
^Sander
Big W
problem with 80he preorder and first few batches was non-priority with ticket system.
guys with defected board or payment/shipping errors were not treated properly, and that lead people to mald in wooting server.
on top of that, email and mod team had same macro answers everyday.
I just said to pissed people 'just spam on this server until wooting team notices you, emails are fcked'
W
I am sorry but asking money for the return is not about good customer service.. regardless thats first return, second or third!
Are Wooting asking you to cover return freight ?
@@Miksa156 yes, i have paid for return! they are covering it only if there is something wrong with product.. its defective and u want change it or something! if u just want to use your customer rights and return it even within 14 days then u have to pay for shipping by yourself! its horrible especially when u were waiting for the keyboard almost like a year and also have paid almost a year ago! they are using your preorder money for production or i dont know for what else and asking to pay that 10 euro for returning the product... also the whole process took 2 weeks or something.. and they are speaking here about "excellent" customer service. Paying that much for a premium keyboard and getting all this is just not right
In the Netherlands, we cover the shipping costs for returns. For international orders, return shipping costs are not covered. This policy is clearly outlined in our Warranty and Returns terms. However, for any RMAs, we always cover the associated costs. While we strive to provide excellent service, we are not positioned like Amazon to offer free returns worldwide.
You can read more here: wooting.io/policies/warranty-return-policy
^Sander
Only one
i didnt like the change of your recent software beta update, pls fix the annoying select keys thing popping up... make it more accessible like it was in the previous versions
Since I did not get any answer in the White Zinc Alloy Case Update video, I repost my question here:
👋Can I take a look at the v2 (once it is ready to ship) and choose after if I want to keep the v1 or the v2?
You can choose to wait as long as you want, but you might as well opt for the v2 if you're going to wait.
Update coming out soon.
^ Calder
@@Wooting But if the white is different... I prefer to choose which one to get
@@MyKiwiFR In the end, we went opted for e-coating with painting, the UV coating did work out but it still influenced the color. We were able to get the e-coating with paint layer to make the same improvement and retain a nearly same color and feel. The color is not a 100% equal match, it's a shade less "warm" (red), but it's difficult to see that difference unless you have both next to each other + a control group with different shade of white. The "delta" difference in color is 0.7 with the original, industry standard for per batch production is 1.0 or below, thus in theory, no difference :)
Update on this will come out by end of next week.
Seems like you guys are adopting ITIL best practices, and proactive problem management. 6k tickets seem to be more on the extreme side, wonder what the trend is there?
It came together with close to twice the amount of sales.
^ calder
I'm honestly surprised ya'll even have customer service for such a small team. Also if you need a support specialist in America hit me up.
Day 2 of asking to make a 68% keyboard 🙏🏻🙏🏻
wo0t X wooting collab pls
long overdue video, thanks a lot! But probably because of the customer service issue it got delayed 2 months (sorry i had to)
PD: Team rocket ahh exit LMAO
yes, let's do talk about customer service - why are in-stock 60HE+ orders being backlogged behind 80HE orders? how does this make any sense?
founders then pre-orders, then the rest, dill with it
@@StephenMcGregor1986cope harder, sorry not sorry you have a weird parasocial relationship with wooting.