SMK-88: Fentek Industries

[ozar]

Have any of you had any customer service experience with Fentek Industries?

I purchased a brand new SMK-88 keyboard from them the other day and they processed the order and shipped it that same day, which was great.  Upon arrival, the keyboard was packaged very well, but it had a couple of problems that a new keyboard shouldn't have.

The first thing noticed upon opening the box was that the left Control key and the spacebar key had a very noticeable yellow tint to them whereas all the other keys were bright white, the way they should be.  The next problem was that the gold and silver USB connectors were wired backwards from what they should be.  Fentek even included a note with the keyboard saying that the silver USB connector powers the keyboard and the gold USB connector powers pass through devices.

I hooked up the silver connector as instructed but the board was totally dead, so I tried the gold connector and the keyboard worked.  Checking the DSI website for further info, it was confirmed that these two connectors are working just the opposite of what they should be.  

I've contacted them about these issues, and haven't heard back yet, but I was wondering if any of you have experienced this type of problem with them and their boards, and what I might, or should expect from them?

Thanks in advance for reading.

[itlnstln]

I would have to say that this is more of a DSI issue than a Fentek issue (unless it was a used keyboard).  I would talk to the folks at DSI (they are very friendly that last time I had a product question).  Perhaps they can float a couple of keycaps your way and explain/correct your USB problem.

[ozar]

Ultimately, it is a DSI issue I would think, but Fentek gives a 30 day warranty for all their items so I want to take advantage of that before turning to DSI.  From the Fentek website:

Full 30-Day Warranty (plus manufacturers warranty)

Fentek Industries provides a full 30-day warranty (from date of shipment) against defects on all products we sell.

After 30 days, all products are covered under the manufacturer's warranty only. Please contact the manufacturer directly using the phone number found in the product literature.

They've now responded to my email concerning these issues saying that they are contacting DSI directly and that they are going to check their stock for other boards with these issues, saying that this is not normal.  I know that I've never run into such issues and have bought hundreds of keyboards in the past.

It appears that they are going to make it all right, but I'll report back on how it goes.

[ozar]

Fentek called me today to say that they've been in direct contact with DSI (the board manufacturer) and that DSI will be sending out a new keyboard directly to me today and they will be including a paid label to be used for returning the defective board.  If it all works out that way, I'll be extremely pleased with both, Fentek and DSI.

Will report back once all components of the transaction are completed.

[FKSSR]

Nice!  How do you like the switches?  Aren't they black cherries?  Some people say they find them to be too stiff.  I'm curious to know what you think.

[ozar]

Yes, it has the black cherries, and they do feel a bit stiff at least at first.

I'm thinking that it might be from pressing too hard, and more or less fighting against the switches, so I need to practice with it a bit to see if it goes any easier after a few days.  I didn't really spend much time with the defective board, but instead simply boxed it back up for return.  Once the replacement comes, I'll spend some more time to see how they feel.  The board looks great and feels very solid (and heavy for its size), and the key layout is very nice.

I would like to have the new Modular Mac in the brown cherries version, except that I don't want to spend $150 on it, and I don't like the extra inches in size they've added to each side of the board.

[ozar]

The replacement board came in from DSI today and the keys are all the same color (bright white).  The gold and silver USB connectors are wired correctly on this one, as well.

I'm quite happy with both, Fentek Industries and DSI, the way they didn't waste any time getting this issue resolved.  I didn't even have to return the defective board before they replaced it, and they paid all postage on both boards, both ways.

[itlnstln]

The replacement board came in from DSI today and the keys are all the same color (bright white).  The gold and silver USB connectors are wired correctly on this one, as well.

I'm quite happy with both, Fentek Industries and DSI, the way they didn't waste any time getting this issue resolved.  I didn't even have to return the defective board before they replaced it, and they paid all postage on both boards, both ways.

Very cool.  I love it when companies treat their customers well like this.