Customer Experience Compromised; Model S Being Recalled

Hello Das Keyboard Fans!

As you may have heard, several of the just-released Model S keyboards were exhibiting defects that are inconsistent with our dedication to high quality and a great Das Keyboard experience. As a result, we’ve decided to issue a full recall for all versions of the Das Keyboard Model S. Please note that this recall only applies to the Model S and only affects those who already received a Model S or have ordered one. We’ve prepared the following set of questions and answers to help our customers and fans better understand the situation.

Quick Links:
• What is the Issue?
• Why is Das Keyboard recalling the Model S?
• Who is affected by the recall?
• How does this affect me?
• When will the new, updated Model S keyboards be available?
• Can I pre-order the new, updated Model S so that I receive the keyboard immediately once it’s available?
• What do I need to do?
• Who can I contact if I have additional questions regarding this recall?

What is the issue?
Das Keyboard is immediately recalling all Model S keyboards and is offering customers who have purchased the new Model S either a replacement keyboard or a full refund.

Why is Das Keyboard recalling the Model S?
Shortly after the new Das Keyboard Model S had been introduced to the market we began receiving reports of issues that affect the Das Keyboard experience. Further investigation revealed an internal defect was causing random keys to malfunction and not register when pressed. Additionally, in some cases, keys were “sticking,” and the keyboard’s n-key rollover capability also was diminished.

Given Das Keyboard’s commitment to our customers, high quality and remarkable Das Keyboard experience, we have decided to issue a full recall of all models of the Das Keyboard Model S.

Who is affected by the recall?
The recall applies to any individual who has purchased and received the new Das Keyboard Model S. This recall does not affect the thousands of Das Keyboard fans who own a previous model of our keyboard.

How does this affect me?
If you have already received your Das Keyboard Model S you have three choices. You can:

1. Keep your Model S. If your keyboard seems to be functioning properly, you don’t have to do anything. Das Keyboard’s standard warranties still apply to your keyboard.
2. Return your Model S keyboard for a full refund.
3. Exchange your current Model S keyboard for a new, updated Model S that functions correctly. If you choose this option, you can either return your Model S immediately and a new unit will be shipped to you once available, or you can continue using your current Model S and after your new unit has arrived.

Potential workaround: When using your Model S keyboard while waiting for your replacement, if you encounter the problem of random keys not registering when pressed, unplugging the keyboard and plugging it back in should temporarily correct the issue in most cases.

If you have already ordered a Model S but haven’t received it yet:

1. You can cancel your order at any time.
2. If you decide not to cancel your order, your new Model S keyboard will ship as soon as new, updated units become available. Please note that your credit card will not be charged until your new keyboard is shipped.

When will the new, updated Model S keyboards be available?
Das Keyboard currently anticipates that the new Model S units will be available by mid-December. We will provide updates on the expected timeframe for receiving new units as more information becomes available.

Can I pre-order the new, updated Model S so that I receive the keyboard immediately once it’s available?
Yes, if you’ve not yet ordered a Model S but would like to, you can pre-order your keyboard through the company’s U.S. web store and it will ship as soon as updated units become available. Please note that your credit card will not be charged until your new Model S keyboard has been shipped.

What do I need to do?
If you want to keep your Model S you don’t need to do anything.

If you want to return your Model S for a full refund or a replacement, please follow these steps:

1. Send an email to recall@daskeyboard.com with your full name, contact information, and order number.
2. You will then receive an email that includes an attached return form as well as a link to a UPS return label. Print and fill out the return form, being sure to check the appropriate box for “Full Refund” or “Replacement.” (Return forms on which neither box has been checked will automatically be processed for a replacement unit.)
3. Place your Model S and the completed form inside the box the keyboard came in. Please be sure to adequately package and pad the keyboard to help avoid shipping damage.
4. Print out the UPS return label provided in the email link and attach it to the outside of the sealed box.
5. Drop off the sealed and labeled package at any UPS location.

If you want to continue using your Model S keyboard until your new unit arrives, please follow these steps:

1. Send an email to recall@daskeyboard.com with your full name, contact information, order number and clearly indicate that you would like a “delayed return.”
2. You will then receive a confirmation email stating that you have been placed on the “delayed return” list and will receive your replacement Model S keyboard as soon as new units are available.
3. Once your replacement keyboard is shipped you will receive an email that includes an attached return form as well as a link to a UPS return label. Print and fill out the return form.
4. Place your original Model S keyboard and the completed form inside its original box.
5. Print out the UPS return label provided in the email link and attach it to the outside of the sealed box.
6. Drop off the sealed and labeled package at any UPS location.

Potential workaround: When using your Model S keyboard while waiting for your replacement, if you encounter the problem of random keys not registering when pressed, unplugging the keyboard and plugging it back in should temporarily correct the issue in most cases.

If you already ordered a Model S but haven’t receive it yet and still want it:

Your new Model S keyboard will ship as soon as new, updated units become available. You don’t need to do anything. (Your credit card will not be charged until your new keyboard is shipped.)

If you would like to cancel your order, please follow these steps:

1. Send an email to recall@daskeyboard.com with your full name, contact information and order number, being sure to clearly indicate that you would like to cancel your order.
2. You will receive a cancellation confirmation email once your order has been cancelled by one of our representatives.

Who can I contact if I have additional questions regarding this recall?
Das Keyboard is happy to address any additional questions that you may have regarding the recall of the Model S keyboard. Please forward any additional questions to recall@daskeyboard.com and a company representative will be back in touch with you as soon as possible.

We apologize for the inconvenience that this recall has caused and wish to express our sincere appreciation to our customers, many of whom have already shown tremendous patience and understanding. Our primary goal is to ensure that you, our customers, get the quality keyboard you expect as soon as possible.

If you have any questions relating to this recall, please contact us at recall@daskeyboard.com. You’re also welcome to use the comment field below. I’ll update the questions and answers here as new information becomes available.