A lesson in Quality.

I feel so sorry for this company.

They've produced a fantastic looking product but it's buggy.

And, it's hardware, so it can't be fixed remotely with a software update.

It's earning them loads of "Fantastic but ... it doesn't work" reviews.

Their website looks beautiful.  Their product feels beautiful.  But, a tiny bug, is tarnishing what should be an amazing reputation.  

And then their low trust support processses are turning fans, like me, into enemies, and examples.


1.  Waiting ... it's okay when it's understandable.

I ordered my fancy Brydge IPad Pro keyboard, then sat back and waited and waited. That's okay.  Lots of people are ordering them. There was a backlog. I now live in New Zealand so there's international shipping.

I was delighted when, many weeks later, they sent an email saying it had (finally) shipped.  I couldn't wait!  But I had to ...

It arrived a week later ... while I was away for work.  I couldn't wait to get back home...  I reallly wanted this new keyboard.

I got home.  I opened up the box.  I plugged it in.

It doesn't work.

It doesn't work.

It doesn't work.

2.  I contact support.

They make some suggestions.

They don't work.

I contact them again.  They tell me I have to post my broken keyboard back to them and then they'll test it to see if it's broken and send me a replacement. What?

My first thought? Why didn't they test it before they sent it to me?  Why did I have to test it for them?

My second thought? Why do I have to wait some more, for them to test it to see if it's broken?  If I'd bought it from amazon I could have returned it and they'd have sent a replacement straight away.  In parallel.

I reply, asking them to send a replacement, in parallel, instead.  I post my broken keyboard; they post theirs.  We're both happy! Yay.

3.  Their response?

'Unfortunately, we can't do that'.

My first thought?  "Can't" is the wrong word.  They incorrectly wrote "won't".  

Why wont they? 

Presumably they don't trust me.

Perhaps they think I'm running an elaborate scam to try and get two keyboards!  Honestly, I only want one - the one I paid for weeks ago and can't use. 

4. I go look at reviews on blogs and amazon.

According to the reviews, this product is riddled with bugs.

One prominent blogger - a guy who, now,  loves his keyboard - had to order THREE before he could use the product, since the first 2 didn't work. 

I don't want to have to do that. If I get unlucky a 2nd time then the new iPad Pro will be out before I get a working keyboard.  Once bitten ...

5. I asked for my money back.

I'd love a working keyboard.  I've wanted one for 6 months.  But now, I just don't want the hassle and the stress and - you know what - I've grown to dislike the company and I don't want their effing keyboard any more.  

6. That's an emotional response.

I'm not happier to cut my nose off, to spite my face ... and it's all not because they shipped me a broken keyboard, it's because they wouldn't replace it with urgency because they need to test it because they don't trust me.

7. What should they have done instead?   

When they discovered their product was buggy, they should have stopped the bugs reaching customers by testing them.  

And then, when a shitty product reaches a customer, they should apologise enormously, expedite a replacement (which they test before they pop it in the envelope), and perhaps offer to compensate the customer for their lost time.  

8. Contrast this with Apple.

In January Apple replaced my iPad Pro, and it's case, and it's Smart Keyboard since they werent working properly.  The ipad had a bright spot on it's screen.  The keyboard and case were looking far more tatty than they should have been given their age. The iPad was a week out of warranty.

And then, a couple of weeks later, my iPhone had a weird problem and, since I was leaving the country, for good, the next day, they replaced it on the spot.

I've not been moaning about their shitty products.  I've been telling people how amazing they are.

Lesson: If you're gonna have apple-like products, then make sure you have apple-like support.

clarke ching1 Comment