I bought a Lenovo keyboard remote from Lenovo, and the E key failed out of the box

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I bought a Lenovo Multimedia Remote with Keyboard from Lenovo's website.  They had a great deal on it for under $25 shipped.  Everything would have been great if only the E key worked.  If it was some other sort of less used key on there, I would have been OK with it.    Nope, it just had to be the E key.  Phone customer service bouncing ensues...

First I emailed customer service, and they replied within 24 hours and gave me two numbers to call.  The first number didn't work.  The second number had operating hours that ended at 8 PM EST.

I called second number and they transferred me three different times.  Finally before the fourth transfer, I specifically asked them to make sure they were transferring me to the correct place.  Thankfully he asked his supervisor the best course of action, at which point he created a ticket number for me so that I 'made it into the system'.

Also for the fourth transfer, he stayed with me on the phone to hand off the call to ensure I was properly transferred to Brad.   Brad knew what was up, and he clearly sounded like he was from the states (not from India or some other foreign call center).  Although I should note that the prior Indian call centers were among the best that I've ever called.

Anyway, about 45 minutes total into the phone call I now have a ticket number and a possible resolution.  I should be getting a call and they will be sending out a replacement unit, and I will me shipping back the old one (probably at my expense).

After using up an hour of my time this morning it almost feels like I should be sending them a bill for my time.

This is yet another reason why I prefer to shop places that are less hassle for me - ie if I had bought it through Amazon, things would have been easily done online and done in 10 minutes.

The keyboard is better than I expected.  I hope to provide a quick short review after I get a fully working unit this month.

Just in case you arrived onto this page looking for support if you bought from Lenovo as well.  The correct number to call is 800-883-9902, option 2.  Make sure they know that it is an accessory only, not part of a laptop/computer etc.