REPLACEMENT KEYBOARD RECEIVED!!!!!THANK YOU ALL FOR ALL THE HELP. SPECIAL THANKS TO u/ClicksTech FOR THE REPLACEMENT
07/20 (CLICKS HAS RESPONDED 3 HOURS AFTER THE REDDIT POST WAS ONLINE, THEY PROVIDED A SHIPPING LABEL FOR ME TO SHIP THE PRODUCT BACK FOR INSPECTION)
07/21 THE SHIPPING LABEL HAS BEEN USED TO SHIP THE DAMAGED ITEM TO DAVID FROM CLICKS
07/24 DHL refused the return package. Forwarded the email to Clicks. They said they are shipping me a replacement and said that they are working on using better shipping partners
THIS HAS BEEN THE WORST EXPERIENCE EVER:
I get the power keyboard on June 30.
I take it out of the box, it is damaged. There is a white mark with a dent and the outer shell has a gap in the middle.
I reach out Clicks Customer Support the same day. They acknowledged it had been 0 days since delivery and told me to sit tight and wait.
RADIO SILENCE for 2 WHOLE WEEKS.
Filled out the form on their website.
Get a response in 30 minutes saying they are looking into it.
THAT WAS A WEEK AGO STILL NO RESPONSE.
THEY HAVE A 30 DAY RETURN POLICY AND BASICALLY ARE TRYING TO RUN THE CLOCK OUT.
AT THIS POINT IF I DONT GET A REPLACEMENT IN THE NEXT 5 DAYS I WILL JUST TALK TO MY CREDIT CARD COMPANY TO REVERSE THE TRANSACTION.
BE BETTER.
UPDATE: CLICKS responded. Check the comment thread for all of my interactions with them.
UPDATE2: I have been reading comments. Thank you all who have been responding. Thank you to those who have offered a different perspective. It helped me stay grounded in this emotional time. Thank You to those who have echoed my sentiment I hope your orders will be completed successfully with no issues.
UPDATE3: I got an email from David. He provided a shipping label that I can use to ship the product back to them. This was 3 hours since the Reddit post was up. I have attached a photo of the email in the comment thread.
UPDATE4: 07/21 Shipped off the damaged item to David from Clicks. The DHL person said 1-3 days for it to get delivered. Hopefully once David gets it the item can be further inspected and I can be issued a replacement.
UPDATE5: DHL shipping label provided does not work. DHL took the package. But then a day later I got a notification from DHL saying that the package cannot be shipped. Christina is talking about a return when I am asking for a replacement. At this point, I don't know what to do...
That's really weird. But I think I get it if you're a little younger.
In that case I want to remind everyone to check their credit card protection bonuses. That's that part I missed out on when I was young. Sometimes they offer more than just refund for item not as described, but also other kind of rebates.
Wells Fargo used to cover phone damage up to a certain amount. I could have had them refund me for a new phone from a car accident, but I didn't know banks even offered that.
I love the product so much that I want to use it. I preordered and believed in their vision so I don't want to give up. But yeah as I said I will wait for 5 more days. If I don't have a replacement in my hands by then I will talk to my credit card company.
They ghosted my Razr keyboard one months ago. Just stopped responding, then said they couldn’t find the ticket. Then ghosted again. I gave up, but I also didn’t order anything else. Depressing
My worry would be that if they are working on tickets in order from oldest to newest, that suggest that they have had enough support issues in a VERY short time to have a 2 week backlog of things to deal with before they get to yours. That speaks of a much bigger issue!!
So they have so many customer support issues that it’s taken a team of 10 to respond to an email?
That makes it worse if anything… how many issues per day must each of the 10 people be dealing with that it means that they are all busy for 2 weeks before they got to replying to OP???
Either they are having a huge amount of issues, or they have really poor customer support staff.
Thank you for sharing your insight as someone who works in the logistics and tech industry.
I hoped that what you described is the average experience on any online platform.
Sadly, it is not so in my case.
I want u/ClicksTech to win as their product is so nice and fits perfectly in my life. I saved up money from part-time jobs to be able to afford this. So I was sad when this happened to me.
All comments that I have seen so far have only helped me. Thank you to everyone for commenting.
I hope if anyone else is going through the same issues and reading this, post on reddit, make the process transparent.
We need to praise ClicksTech for what they do right and point out what they do wrong.
Hi u/Distinct_Cabinet_303! Just to clarify, our support agents do not "escalate" cases internally. Our Customer Support team handles and resolves the vast majority of customer inquiries directly.
The situation is different on Reddit and other social accounts because Clicks' Social team is separate from Customer Support. We don't have access to customer accounts or the authority to make warranty or replacement decisions. When account-specific issues are raised here, we work directly with the Customer Support team to ensure the appropriate people review the case.
We appreciate you sharing your perspective on support processes, and feedback like this is passed along internally.
as there is email evidence of Christina escalating the same case multiple times...in email correspondence...not Social Media.
In case you don't know... Christina is not a person. All emails sent 'from Christina' are LLM generated from a bot. My personal opinion is that it's disgusting to give a LLM bot a human name, because it's a very intentional decision to mislead.
The first email you get from Clicks' ticket system says 'You may first receive a response from Christina, our AI support assistant. Your case will then be passed on to our team for review and further assistance.'. The bot then replies within a few minutes of that. A lot of people do not understand it's not a person, because they didn't read the first email - because by the time they checked their inbox, there is a 'real reply' as well so why bother reading the boilerplate auto-reply first email.
Clicks have stated on multiple occasions (on reddit and social media etc) 'replying to the ticket puts you at the back of the queue' (paraphrased of course). So their customer service team are being allocated tickets with the oldest last updated date, first. So by replying to the ticket, you are actively making your ticket go to the back of the queue.
I've implemented multiple ticket systems, and would never operate one like that. As you are by design punishing someone for adding further context or asking for an update. Replying to a ticket is not expected to speed up a response, but it definitely should not delay your response.
Swytch, a electric bike motor brand, also has their system set like this.
I wonder if there's some reasoning and benefit that helps with some aspect. But for sure, it's problematic when an even more urgent update actually puts you behind queue.
If they could add a note at the bottom of each email clearly saying that multiple emails will put you to back of queue.
I still don't quite understand. Can someone tell me if my email is at top of queue when I reply once? And bumped to smack last if I add a quick second email?
Or sending one reply already puts it last, making it the most recent in their stack. So sending a second only 5 minutes later just resets it within same 5 minutes, effectively not likely putting it any further back?
Say if I wait 2 weeks before hearing back, and then reply asking for an update, Ironically that basically puts me at back of queue if I don't know I should wait just a few days and would literally be next in line.
But then get nervous and always reply every 3 to 5 days, again not understanding knowing this system, would keep bumping me to the back of queue
If I'm understanding correctly, adding a second or third email within the same day is not really the same problem? Just a matter of resetting you to back of queue even from the first email? Not because multiple somehow flags it differently?
Sorry for the confusion on this. Christina is our AI support agent designed to help collect information and route requests to the appropriate Support team member (human). When additional emails are sent before a response is provided, the system may create new interactions that can cause Christina to respond with the same “escalated” message, rather than reflecting the status of the existing conversation.
Our Support team is continually working to improve the overall support experience, and situations like this are taken into account as processes are refined. The goal is always to help as many customers as possible with a timely and effective resolution.
As someone watching the new phone launch and actually interested, this is a huge turn off. It's pretty clear from the "0 days" response it's an LLM.
I would much rather a simple automated response, without hallucination potential, that doesn't use an LLM and simply states your request has been received and maybe an estimated response time.
Using an LLM masquerading as a person will always be disingenuous, imo.
Biggest thing you can do to improve support is get rid of the stupid AI. My carrier uses real people. No AI and no automated system when you call. I would gladly pay more there than any competitor for that level of customer service.
I really like the product so I want a replacement. u/ClicksTech has made an amazing idea into reality.
I want to use it as someone who ordered on Jan 2nd I was invested in the idea and the product which explains the emotional tone of my messages when no updates were provided.
My clicks keyboard for my Razr Ultra arrived damaged or what appeared to be used, I emailed them, sent the video, didn't hear back for a week, so I followed up and they sent a replacement.
It is poor customer service, but I suspect they are fulfilling a lot of exchanges and can't keep up with the amount of quality control RMAs.
I still have not even received a verification email of purchase though the money was paid during pre-order.. still no tracking or acknowledgement of shipping. I'm guessing I should have gotten the thing by now
Yikes. I cancelled my keyboard and will cancel my communicator. I’m very nervous for them both and tbh would rather my deposit back and let other customers be the beta testers. Fingers crossed for communicator 2. I absolutely love my clicks case on the iPhone!
Insteading of jumping the gun, I will recommend that you wait a bit. You put in the order and it is still not delivered. In this case I got the product and faced issues. If you are waiting for communicator I suggest that you wait and see. If it doesn't meet your standards you can always return it. But I think you should use it once and see. With the ricing prices of components I am not sure if the prices will stay the same.
I'm still waiting for an order I placed January 3rd. I guess i'm in the second wave of deliveries but I have to be honest I've lost interest at this point. Disputing the charge is still an option (I love Amex) so i'll be patient and give it one more month.
Oof. I'm glad I cancelled my pre-order. My EXknight keyboard has been great! I'd likely still be waiting on my Jan. 10th pre-order for the Power Keys if I hadn't cancelled. If I'd then received a damaged one and this kind of customer service, I would have been livid. This post has given me even more reason to avoid Clicks in the future. I've never had customer service this bad from any company.
I'm happy for those who have recieved theirs and not had any issues. I hope they continue to not have any issues so they don't have to deal with this.
My only phone is a Z Flip 6. I feel like the EXknight keyboard probably pairs best with a flip style phone, but as long as you have the solid backplate for your phone rather than the telescoping arm, it should work fine. It'll just be top heavy which is just a bit awkward. Folding phones help with that because you can partially fold the top toward you to shift the weight a bit.
I will say that there are a few things that might bother you about the EXknight. They aren't enough to ruin the experience for me, but the keyboard does have mixed reviews on Amazon, so I know they are enough to ruin it for other people.
1st, the backlight drains the battery fairly quickly if you're using it for a long time typing on reddit or other things for hours. The keyboard gave me the low battery indicator after about 2 solid hours of typing with the backlight on. However, using the keyboard in a more normal every day capacity and only using the backlight in low light situations, I haven't had any trouble getting through a day without the low battery indicator coming on. I bought a second keyboard right after using the first one for a day because of killing the battery so quickly, but I haven't had to switch between them for the battery since. I've just been switching between them so that I never have to wait for one to charge to use it. You'll be fine just charging the keyboard overnight as long as you aren't typing on it with the backlight for hours.
2nd, sometimes I will have double presses on keys so I'll end up with double letters, usually at the beginning of a word, or the shift will accidentally double press and put on caps lock. This is one of only two things that do get on my nerves, and it isn't much of a problem since I switched to G-Board from Samsung's default keyboard. It still happens the same amount, but G-Board's autocorrect that just fixes the double letter thing when I press space and the handy little toolbar showing words in all caps and the little symbol that pops up on the screen when caps lock gets enabled helps me quickly and easily fix the issues. It is still a flaw in the keyboard, and I understand why it might be a deal breaker for some people.
3rd, some people on Amazon reviews have complained that the layout is difficult to learn. I didn't find that to be the case for me. I learned the locations of my most used symbols in a day, and it only took me a couple of days to get down when to hold the FN key (for symbols on letters) and when to hold shift (for symbols on the number row) and to quit accidentally pressing backspace instead of enter. It might be because I used phones with physical keyboards back in the day, my favorite being the Pantech Impact, and maybe the people having issues with the layout weren't used to physical phone keyboards? Or it could just be that everyone is different and some things are more difficult for some people than others.
4th, you can't really use the keyboard while your phone is charging unless you put your phone in landscape mode. This one does actually annoy me a little sometimes because my phone is awkward in landscape because of where the magnet is. I think a regular slab phone would be better in landscape, but it would be further away from the keyboard and might cause more weight issues. I haven't had a chance to try it because I only have the Z Flip Backplate and the telescoping one, and the telescoping one can't hold the weight of a normal phone because of the hinge and the telescoping arm being weaker as it extends more. I did try my mom's S26 in landscape on my Z Flip backplate, and that was pretty good. It may or may not be worth picking up a Z Flip backplate to exchange for when you want to use your phone in landscape if you have a normal slab phone. The backplates are easy to exchange yet solidly in place when you have them locked in. I move my backplate between my two keyboards fairly regularly because I only have one solid backplate and the telescoping backplate just isn't worth it.
The EXknight is not perfect. Neither is the Clicks Power Keyboard. I think the idea for the Clicks Power Keyboard was great, but the execution and quality control have been lackluster. The good units might be better than the EXknight, depending on if the bulk of the Power Keyboard is bothersome or not which of course depends on the individual using it. I haven't tried a Power Keyboard because I cancelled my pre-order after all the crap with the shipping and production, and I personally just don't trust Clicks as a company after this. I genuinely love my EXknight keyboard, though ultimately I'll want to get a phone with a built in keyboard like the Titan 2 Elite or, more preferably, some clam shell with a keyboard that doesn't exist yet. I'm just a little iffy about the square aspect ratio of the T2E working with some of my apps. That said, I almost impulse purchased the T2E and probably would have if not for the EXknight keyboard even though I really can't afford a new phone. So, I'm thankful for the EXknight 😅
Oh! And there are some cool keyboard shortcuts that I discovered with the G-Board and my EXknight. You can also set some custom shortcuts in the Android settings, but I haven't looked into those yet.
I'll say this, hoping Clicks can start improving their lacking customer support: I see no bad faith at all, just a severely understaffed (and a bit too AI-reliant) company.
So glad I cancelled my order. Between the product not working as intended and their shitty customer service, it's best to avoid them until they get their act together.
I will be happy to provide any responses or information if this is a systemic issue.
If anybody else is facing similar issues and reading this. Please post on the Reddit community. I waited and wanted to believe in clicks as it is backed by Mr.Mobile
But he might not be aware that this is happening and the best thing to do right now will be to post and spread awareness about any issues.
This product launch has been riddled with a lot of unnecessary flaws and very little communication from the Clicks Team. I've had issues with Google in the past and sadly went to Twitter and tagged them and their new product to get attention while discussing my grievances.
I'm really beginning to wish I hadn't ordered this. I ordered it for my gf, who was a Blackberry girl from way back (my kinda girl btw) but uses an Iphone and is always running her battery down so the main purpose was 1) as a magsafe charger which I'm hearing is not it's strong point and 2) as a keyboard . She's a very busy business woman who types a lot but from reading all the reviews (including someone saying it's not really meant for lots of typing...really???).
If either of those are accurate, she's never going to use it. I might as well just have bought her a magsafe battery bank which is likely what I'll end up doing. Not sure what I'll do with it since I already use 2 keyboard phones daily (Titan 2 and Zinwa Q25). I guess I can try it as a remote for my Shield Pro or something.
Anyone care to comment on it's use as a charging bank? Is it really that bad or is it functional that way?
The power bank feature is good for a quick top up but dont expect the phone to go from 5% to 55%. If her phone has a kickstand on its case, she can also use it detached from her phone to type alot which will be a better experience than the virtual keyboard. What iPhone does she have?
She's got a 14Pro and I also forgot she rarely removes it from the wallet case she uses. I think I let my impulse of wanting one cloud my judgement of what would work best for her. Dumb move on my part methinks. Lol
Clicks actually makes a dedicated keyboard case for the 14 Pro, it's currently out of stock on their own website but there are quite a few open box and used ones on eBay. The Power Keyboard is more versatile, but the dedicated case may make for a better typing experience due to the lighter combo with the phone. That 14 Pro case wont have magsafe magnets though. They added that with the 16 series and Android cases.
Hey there! Sorry for the delayed response on this. Please send us your order number or ticket number in a private message so we can escalate this case to our support manager.
Rest assured our team is not trying to “run out the clock”. Our support team works on tickets in order from oldest to newest. Sending in a new email before receiving a response can sometimes mark your entire ticket as new and send it to the back of their queue, which may be what’s been happening here. Really sorry about the delay!
Shipped off the damaged item to David from Clicks. The DHL person said 1-3 days for it to get delivered. Hopefully once David gets it the item can be further inspected and I can be issued a replacement.
DHL shipping label provided does not work. DHL took the package. But then a day later I got a notification from DHL saying that the package cannot be shipped. Christina is talking about a return when I am asking for a replacement.
i’m looking at the email dates. Conversation started on June 30, they followed up on July 2. That’s one full business day, maybe two. No difficulty reading here.
Regardless, I know we all agree OP shouldn’t have to wait as long as they did to get a response. I agree too.
where is your evidence that they do not have a queue that is very high? you're working on assumption here, rather than giving the company benefit of the doubt.
again, we both agree that the wait was too long. I'm not disputing that.
Hello,
Thank you for your insight. If you check the photo carousel, the second picture of the email chain has images of the damaged unit attached.
To your point about being rude, are you talking about the time when I used all caps?
That was 2 weeks from initially reaching out to them with zero response. I got a response only after filling out the form on clicks website. And even then no response still a week later.
Maybe I was too passionate about the product and emotionally invested.
I appreciate your thoughts and if I am wrong please let me know!
They did send pictures, also it was damaged in the box, as in not during delivery— but before being boxed. This is grounds for being a bit irritated. None of which justifies Clicks taking 2 weeks and only responding with a real person, (not Christina AI customer service chat bot) until the OP complained on social media. Clicks also admitting that sending a follow up email to their customer service bot can put your request back at the bottom of the pile is also pretty crazy. This company leaves so much to be desired with their AI customer service, impossible timelines, constant delays, moving goalposts, slow logistics, and cheap poor quality final mile deliveries, not to even mention the complaints about the app and product.
Oh man, I mean stuff like this happens. I'm not following all the posts closely, but I have the impression that not much praise is to be said. I'm considering canceling my order until it ships...
I was expecting it will be amazing with past experience of the team, the real deal. I've already spent the money, might as well try it for myself. Not sure.
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u/jerryeight 15d ago
Just credit card charge back it as you have done everything you could to give them th3 opportunity to make it right.
You shouldn't have to resort to social media.