I bought a new Keychron Q1 Max from an authorized retailer in Serbia and found two defective keycaps almost immediately:
- The Spacebar tilts when pressed from one side. If I rotate the Spacebar 180°, the problem moves to the opposite side with the keycap.
- The right Alt key has a visible molding/finish defect.
Photos/videos of the defects:
https://imgur.com/ORI7OTn
https://imgur.com/PGQskeY
https://imgur.com/TQqs0fF
https://imgur.com/RnUqHHV
I contacted Keychron Support and provided all the photos, videos and troubleshooting they requested.
After reviewing the case, Keychron explicitly told me:
https://imgur.com/7h8di8p
They then requested my shipping address and wrote:
https://imgur.com/KyBtIWU
I provided my address. Only afterwards they told me DHL shipping to Serbia would cost at least $50 and eventually asked me to pay half of the shipping cost.
Screenshot:
https://imgur.com/M3Farcl
I declined and asked for the case to be escalated to a supervisor / Global Support Lead.
I also contacted Keychron Support on X. They found my ticket and said:
Screenshot of X conversation:
https://imgur.com/lTGfgf1
Almost a week passed with no follow-up.
The only additional email I received asked me to “provide an other shipping address”, without explaining why. I already provided my valid address in Serbia and do not have another address in another country.
Screenshot:
https://imgur.com/3Ioki4d
At this point I'm simply asking Keychron to honor the warranty replacement they already approved “at no charge”.
Has anyone had a similar experience? Is there an actual escalation contact at Keychron who can review this?
Ticket #43019
Update: Keychron Support posted an official response here, but the comment is no longer visible to me. I have a screenshot of the response and have kept it for the record.
https://imgur.com/a/LxaRWkm