Yes, and Rajiv's job isn't to handle special cases as much as to direct people to where the special cases go. I don't expect or want his job to be handling the special cases - his job should be interacting in a positive way. Sometimes that means pointing folks to neat new hardware, sometimes it means pointing them to the appropriate persons.
And the trolls and haters should possibly bear in mind the names up there. Maybe consider I've been building semi-professionally for 23 years and actually professionally for 20 of them. And nobody has ever equaled the reliability and stability of systems I've designed and built. Oh, and maybe take the hint that I handle a
lot of hardware and a lot of
expensive hardware. Yes, I have built more 'boutique' systems than you, and no it wasn't some junk thrown together for bling Failcon Northworst. There are now over 500 systems in the wild built based on
my design and specifications. So yes, I just might know how things work.
Frankly, if it failed at the 6 month point? I wouldn't care about return shipping. Three months? Yeah, I mad.
But I would still care about a system this broken - there
are more convenient and functional ways to do advance RMAs which are
automated! Gasp. I mean really. It's 2013. Arranging an advance RMA over website should NOT require 2+ phone calls just to find out you need to make another.
And if the email contact has this knowledge - which I reasonably presume they do - then
why didn't they give it out in the first place? What, is copying and pasting information relevant to the question no longer useful somehow? I don't care if it's a canned answer as long as A) it's an answer B) it's the correct answer and not the answer to another question.
And since there's a substantial question as to whether or not the keyboard will pass basic QC (you know, all keys clicking, registering, not waiting 3 seconds, not catching on fire - such a complex suite I subject it to.) I don't think it's at all unreasonable for CM to respond the same way other manufacturers do when something fails prematurely and abruptly.
The good ones want it back to find out why. Several of them have me sending defects direct to engineering because support is clueless and engineering wants to know how and why. Others cover it as a way of apology since it was
their hardware and they're owning up to the mistake/failure. It's not a blame game - sometimes there is no explanation! It's about getting the bad junk out of the channel and making good on working products and good customer service.
And so far I'm just not experiencing
either. Three phone calls just to find out I'm expected to fork over around $20 to ship it back when they could have said that in the email.
Yeah, not seeing either at all.