Goldtouch

Ms***, Thank you for your email and for your business I have reviewed the email chains between yourself and our support team and have spoken directly with the support team regarding this matterFirst, I want to say that Goldtouch prides itself on great Customer service and doing
everything we can to ensure our customers have a positive experience while doing business with us so I apologize if you feel this was not the case with your situationWe continuously provide customer service training to our employees and will continue to do so to ensure that we are treating customers with respect, dignity and professionalism anytime they contact us Goldtouch also stands behind our products, I can assure you we have strenuous quality control measures put in place at our factory’s and an experienced team of engineers, R&D folks that deliver the highest quality of product available to represent our companyOur defect rate on this particular keyboard is less than 1% of total salesWith that said, when you produce thousands of products per month occasionally you do get one that doesn’t meet the standards and when this happens we do our best to correct any issue and if needed replace the product to satisfy our customersI believe you mention in your email that we have provided that service once before to you What sometimes goes unnoticed is the fact that we have to complete the support steps in determining if the product is indeed defective before just swapping it out, as you can probably imagine it would get quite costly to hand out a new keyboard or any other product every time we had a customer contact us, as mentioned we sell thousands and thousands of products monthly99% of the time, especially with Bluetooth related products our support team is able to correct the issues without needing to do replacements, Bluetooth can be tricky and most of the time what seems to be an issue with your keyboard, mouse, or any Bluetooth accessory for that matter ultimately ends up being a setting or a driver issue on the host machineWe use best on the market Broadcom BT radios in all of our products to avoid issues in this area These are easy fixes but they do require some info from the customer side in order to get you up and going again, you mention in your email that “ you must provide all details of my computer software before technical support would help you”If you recall, my support team did ask you to provide pcs of info regarding your machine before setting up a call, this allows them to be proactive and to pull any info such as Bluetooth driver updates a head of time so as not to have you waiting on the phone while they do their searchTheir ultimate goal is to get your issue resolved without taking more of your time than needed as we know you are busy, we never received the information requested in order to complete the driver check Ms *** also mentions that she tried calling you twice but never got an answer at the number that was given, that coupled with the busy work schedule you have and the time difference made this difficult You also mentioned the payment method in your email, While I understand your frustrations, we contacted you several times to notify you that your credit card was being declined, each time you stated you were transferring sufficient funds however we were never able to process the ccWe could have offered the pay pal solution sooner so I apologize for that info not being given but rest assured we were trying to move this forward as quickly as possible You also stated in an email at the end of the conversation that you wanted no more correspondence with us and to stop emailing you or you would take legal action, thus we stoppedOn the Revdex.com complaint as a Desired settlement/outcome you ask to be contacted by the business, not sure which route to take hereIf you would like us to contact you we certainly can if not we do not intend to move this forward past this point, you can let us know If you are willing to provide the info requested from support, I can get a call set up with support to check the driver updates, settings etc…if after the call they deem the product to be defective I will be glad to replace the keyboardPlease let us know how you would like to proceed Again, thank you for your business and I hope we can rectify this situation for you with either a call to fix the issues you are having or replacing the board Regards,*** ***VP of Operations

Ms. [redacted],   Thank you for your email and for your business.   I have reviewed the email chains between yourself and our support team and have spoken directly with the support team regarding this matter. First, I want to say that Goldtouch prides itself on great Customer service and doing...

everything we can to ensure our customers have a positive experience while doing business with us so I apologize if you feel this was not the case with your situation. We continuously provide customer service training to our employees and will continue to do so to ensure that we are treating customers with respect, dignity and professionalism anytime they contact us.   Goldtouch also stands behind our products, I can assure you we have strenuous quality control measures put in place at our factory’s and an experienced team of engineers, R&D folks that deliver the highest quality of product available to represent our company. Our defect rate on this particular keyboard is less than 1% of total sales. With that said, when you produce thousands of products per month occasionally you do get one that doesn’t meet the standards and when this happens we do our best to correct any issue and if needed replace the product to satisfy our customers. I believe you mention in your email that we have provided that service once before to you.   What sometimes goes unnoticed is the fact that we have to complete the support steps in determining if the product is indeed defective before just swapping it out, as you can probably imagine it would get quite costly to hand out a new keyboard or any other product every time we had a customer contact us, as mentioned we sell thousands and thousands of products monthly. 99% of the time, especially with Bluetooth related products our support team is able to correct the issues without needing to do replacements, Bluetooth can be tricky and most of the time what seems to be an issue with your keyboard, mouse, or any Bluetooth accessory for that matter ultimately ends up being a setting or a driver issue on the host machine. We use best on the market Broadcom BT radios in all of our products to avoid issues in this area.   These are easy fixes but they do require some info from the customer side in order to get you up and going again, you mention in your email that “ you must provide all details of my computer software before technical support would help you”. If you recall, my support team did ask you to provide 4 pcs of info regarding your machine before setting up a call, this allows them to be proactive and to pull any info such as Bluetooth driver updates a head of time so as not to have you waiting on the phone while they do their search. Their ultimate goal is to get your issue resolved without taking more of your time than needed as we know you are busy, we never received the information requested in order to complete the driver check.   Ms [redacted] also mentions that she tried calling you twice but never got an answer at the number that was given, that coupled with the busy work schedule you have and the time difference made this difficult.  You also mentioned the payment method in your email, While I understand your frustrations, we contacted you several times to notify you that your credit card was being declined, each time you stated you were transferring sufficient funds however we were never able to process the cc. We could have offered the pay pal solution sooner so I apologize for that info not being given but rest assured we were trying to move this forward as quickly as possible.   You also stated in an email at the end of the conversation that you wanted no more correspondence with us and to stop emailing you or you would take legal action, thus we stopped. On the Revdex.com complaint as a Desired settlement/outcome you ask to be contacted by the business, not sure which route to take here. If you would like us to contact you we certainly can if not we do not intend to move this forward past this point, you can let us know.   If you are willing to provide the info requested from support, I can get a call set up with support to check the driver updates, settings etc…if after the call they deem the product to be defective I will be glad to replace the keyboard. Please let us know how you would like to proceed.   Again, thank you for your business and I hope we can rectify this situation for you with either a call to fix the issues you are having or replacing the board.  Regards,[redacted]VP of Operations