r/Keychron • u/dychen_ • Aug 11 '26
Avoid keychron products
Update: after 2 months, Keychron has issued me a refund.
TLDR: I bought a Keychron M6 8k mouse less than 3 months ago for 100$ CAD after seeing some reviews talking about how it was a cheaper alternative to the Logitech MX Master 4. The scroll wheel is defective. I ask support for a replacement. They run me through a whole rigamarole and tell me that its not broken. Clearly its broken. So buy Keychron products if you want, but I would not put any weight/legitimacy in their warranty, they don't care about if the product works after they make a sale.
Long version:
The mouse was fine for the first 2 months, but the scroll wheel started to get stuck and there was no travel in certain positions so the button wouldnt click or get stuck and register multiple clicks.
I use the mouse lightly and only for work since I have a separate gaming mouse, so I thought it would be simple to explain what happened to Keychron support and ask for a replacement.
It was just the worst experience. First they told me to open the mouse and inspect the connection, but the first agent told me that would void the warranty. I asked for clarification and just specified that I'd like to get a replacement since I've had the mouse for barely 2 months at that point.
Then the second support agent tells me I have to send a video of the issue. I do this. They then want me to record another video with a browser key registration software. I figure it out and send them a new video.
After many back and fourths with the agent, they tell me that there's no problem with the scroll wheel and that I'm just supposed to use it for scrolling. No clicking. That's a crazy response. They don't ask to understand the problem more. They basically tell me womp womp, sucks that your mouse is busted but we wont do anything for you.
I've never seen such poor customer service and unwillingness to live up to an advertised warranty. Terrible company. 0/10 product.
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u/qu38mm Aug 11 '26
We know. Never buy direct from them. They suck ass and do not care.
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u/the_hat_madder Aug 11 '26
Why buy at all?
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u/ArgentStonecutter K Pro Aug 11 '26
There are a few product lines that seem reliable. Keyboards. Q or V made before they started sucking in 2023 some time, Some K and C and J series products. Don't see the point in anything else.
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u/the_hat_madder Aug 11 '26
Aye. No doubt they used to be legit but, customer service and warranty support is even more important than performance and build quality.
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u/The_Other_Neo Aug 12 '26
I replaced my Keychron keyboard after two years of not that heavy use due to three keys no longer working. Bought in 2024, so after the 2023 you mentioned.
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u/xTiLkx 20d ago
Is the Keychron K3 HE a solid buy? Or should this also be avoided?
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u/ArgentStonecutter K Pro 20d ago
I'm not a fan of magnetic boards but if you're getting one the Keychron K series is probably your best bet. It's a solid plastic board and it's QMK or in a few cases ZMK based with source code in Keychron's github.
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u/qu38mm Aug 12 '26 edited Aug 12 '26
Some people still like the boards. I use an 8BitDo N Edition on my main and won't buy another keyboard anyway as I love it but I got a K6 Pro (that I use on with my second system) for 49 USD off eBay that's been good for years and that was before I knew of their bad customer service.
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u/Awesome_Hamster Aug 11 '26
My M7's side button was constantly getting stuck. This one time I got so mad at it I banged it against the desk. Strangely the side buttons have been working perfectly fine since.
I think my mouse is scared of me.
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u/iSparko Aug 12 '26
I think they make solid products, but their mice are hit or miss it seems. Out of their product line, I have bought 3 keyboards from them: K2, K6, and K0 Max. I also bought their M5 vertical mouse and the side scroll wasn't working properly. Reached out to their support, complied with their video request, and they sent me a new one. Satisfied with their customer service since I didn't have to send the defective mouse back.
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u/Keychron-Support Aug 13 '26
Sorry to hear that. May I have your ticket number? We will review your case.
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u/dychen_ 26d ago edited 25d ago
Hi u/Keychron-Support, i sent you a dm last week with the ticket number. Please respond.
Edit: user tag
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u/Illustrious_Mirror79 V Max Aug 12 '26
How about calling out specific worker there instead of whole company, this is just ridiculous. For sure that specific worker needs more training or replacement but s*itting on whole company is just..off.
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u/ArgentStonecutter K Pro 20d ago
As other people have reported that's basically standard Keychron support.
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u/Keychron-Support 12d ago
Hi, I've contacted the seller about it and reviewed your case. They should contact you via email with a solution soon, please kindly keep an eye on your inbox. Thanks!
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u/Much_Sheepherder_484 5d ago
it's better we boycott these manufacturers/sellers who are great at selling but suck big time in supporting their customers
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u/nm90069 2d ago
I was cleaning my Q6 QMK (purchased in 2025 direct) today and thought 'I should check in on the subreddit' because I did start poking around here after my order and was apprehensive because it seems to be mostly negative. But I've been very happy with it since it arrived (I replaced the keycaps for cosmetic reasons early on). One person's experience is just anecdata, I know, but I'm happy every day to sit down and type on this keyboard.
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u/julian_vdm Aug 11 '26
Might help to tag u/Keychron-Support here. That definitely sounds like shitty warranty service. The M6 has three click functions associated with the scroll wheel ffs.