Hi Mathijs,
Thank you for your review and sorry to hear you had a negative experience with requesting service/spare parts.
Unfortunately we can only agree that our response to support requests has taken longer than you and us would like over the past months, but we have been working on this with additional automation and team members and it has been and still is steadily improving.
So after that initial reply that already took long enough, we unfortunately had another issue, we didn't had any spare parts in yet for our newest release at that point, the 80HE. To add context to this case, unfortunately there was a liquid spill and this was not a case of the unit arriving defective from out factory (in which case we fully replace the unit during the first 30 days), so unfortunately this case didn't qualify for that.
But we've heard your feedback and I've sent this to our management to take into account for future releases, as we should just follow Murphy's law here, as anything that can go wrong, will go wrong at one point and every part will be needed anyway somewhere along the route to provide as a (warranty) spare.
Our apologies about the long delay for receiving your spare part, thank you for your patience while we processed this request.
Good to hear you've been enjoying your Wooting since, and welcome to the team!
Cheers!
Nicky
Wooting Customer Support