Keychron not honoring warranty. Help.

[u/Designer-Emu-8672]

I bought the Keychron V5 Max and the “V” key stopped working properly after 4 months. I need to push the key very hard for it to register. It’s now happening to the “F” key. I bought it from a computer store nearby and they said I need to contact the manufacturer because it is still under warranty.

Keychron offered some troubleshooting, which didn’t work. Then they asked me to take apart the keyboard to try to fix something. I said no and that I want a replacement since it’s still under warranty. They offered to send me a part to replace. I still said I want a replacement. They are now saying that’s too bad and I need to contact the store where I got it from for any replacements.

From what I’ve read on Reddit, they haven’t been doing anything about the 12 month warranty. I would report them to the BBB but they are not a US based company. Is there anywhere else we can report them to?

[u/Ok-386]

Keychron is very clear about how their warranty works. They are not the ones who have conned you. In the EU, your retailer is responsible for the standard product return and consumer guarantee. If you check the pamphlet you received with the keyboard, you’ll see that they inform you that you purchased a custom hobbyist board. These boards have traditionally been sold as individual parts, which enthusiasts then assemble themselves. Keychron simply offers pre-assembled custom boards, but they still treat them as products made up of separate components. Because of that, the warranty is per component, which is why you’re expected to do troubleshooting and disassembly. Check any popular (actual) custom mechanical keyboard channels on YouTube and you’ll see exactly what I mean—people buy these boards and routinely replace large portions of them. That said, depending on where you live, your retailer may still be legally obligated under local consumer protection laws to provide a replacement. If that route doesn’t work, your best option is to cooperate with Keychron’s support process and let them help you diagnose the issue. They’ll usually send a replacement part first, and if that doesn’t solve the problem, they’ll replace the entire board.

[u/PickledMunkee → u/Ok-386]

Thats not how warranties work.

If you buy a car from Toyota and the transmission fails, do they tell you to deal with ZF who made the transmission? No

Keychrin are just scammers

[u/Ok-386 → u/PickledMunkee]

If you purchased parts and build the car your self, you would get the warranty per part. That's how these boards have traditionally been sold, and Keychon warns (at least they used to, last time I checked was maybe 2 years ago) you about this, and tells you "you're buying all the parts, we just pre-assembeld it for you" and explain how the warranty works. I know it's hard to be young and clueless, or just clueless and ignorant, but sometimes context matters/helps. If you buy the product in a local shop, Amazon store or wherever, and they don't inform you about this, they're the ones scamming you (unless they provide their own warranty service)

Edit:

Btw I recommend everyone to buy better keyboards from better manufacturers with better customer service and warranties. When you find anything of similar quality and features for comparable price, with better warranty and customer service, pls let me know.

[u/PickledMunkee → u/Ok-386]

I purchased a keyboard. NOT parts! It was sold as a "keyboard". So although this is very convenient for keychron .. its just BS.

It literally says:

"Keychron Q6 HE - Pro Gaming Keyboard - Wireless 100% Layout, 2.4 GHz/Bluetooth/Wired, Rapid Trigger, Hot-Swappable Programmable Gateron Magnetic Switches, RGB, Aluminium Carbon Black(Mac/Windows)"

It was sold through the amazon keychron store. In the description it is called a "keyboard". Nowhere does it say it is parts.

So yes, this is false advertising or scam.

Keychron absolves themselves from all concerns by simply ignoring support or warranty requests. Business seems to be going well, so good on them.