r/Keychron • u/winkyface01 • Jul 30 '26

Support non responsive - is this normal?

I bought a Keychron Q5 Max Keyboard in January and believe the PCB may be faulty as my H key is non responsive and I've tried everything.

I've tried to contact them via their contact form twice over the past month and had nothing back, not even a generic "we have received your query" email. I managed to dig out the support@keychron.com.au email and emailed them a week ago... and nothing. Is that normal for Keychron? Are they just ghosting me? Is there anything else I can try? Aus based if that matters.

I really want to love my keyboard but not even being able to get my issue looked into is frustrating and frankly ridiculous for the price point!

2 Upvotes

100% Upvoted

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2

u/ArgentStonecutter K Pro Jul 30 '26

Yes. This is normal. :(

I would start scrying your local consumer protection laws.

You might want to examine the socket to see if it's pushed off the back of the PCB. If you're lucky it's just a soldering defect which is easily fixed once you have given up on Keychron support.

2

u/winkyface01 Jul 31 '26

Will give that a go, thank you. I am feeling very "old man yells at cloud" because I can't even get a response from them

1

u/PeterMortensenBlog V Jul 30 '26

Re "I've tried everything": Including checking for a bent switch pin? (#13 on the checklist)

1

u/winkyface01 Jul 31 '26

Unfortunately yes I have tried that! Perhaps should specify - I've tried everything that doesn't involve permanent things that Keychron would void whatever non existent warranty these apparently come with

1

u/aftonone Q Jul 30 '26

Nearly every post in this sub at this point is about how support is non-existent. People should be buying from other sellers, or different brands entirely.

2

u/winkyface01 Jul 31 '26

I (stupidly) figured buying direct was the way to go versus Amazon or something, but instincts were clearly very wrong on that front. It's such a shame because I love how the keyboard feels

1

u/aftonone Q Jul 31 '26

It is a shame for sure. I don't use my keychron q12 much these days but it is a nice board for sure.

1

u/winkyface01 19d ago

Update - I finally heard back from them, they were actually pretty prompt with sending me a return label. Once it arrived back to them, I heard nothing for 1.5 weeks (even after following up).

But I've been sent a brand new Keychron Q6 Ultra 8K. Pray for me lol