I'm the person who wrote the review titled "Godawful customer service".
I'm writing back to point out the problem , because Epomaker demonstrated it in their response to my review. This is a direct quote from their response here:
"Send an email to [****] with an appropriate Subject Title.
Provide your order number and state the issue clearly.
Attach photos and videos to show that your product is incorrect/missing. Shipping details on the parcel packaging have to be clearly visible."
In this response, I've attached a picture of my first email to Epomaker support. I provide all of the available information, including a picture of the problem, and I articulate it clearly. My email to them includes a picture of the issue, a description of the problem, and a photo which definitely proves that the keyboard I received is not the one I ordered. The only thing NOT present in my initial email is the packaging in which I received the keyboard, because who keeps the box they receive something in? I naively assumed that if I ordered the GK108s, I'd get it. Apparently, this is not a reasonable assumption to Epomaker.
They wasted my time asking for a number of pictures, and then they only agreed to RMA the board. If my order were expensive, or if Epomaker were able to send me the keyboard in a timely manner, I would accept an RMA. However, Epomaker sent the board from China. I ordered it on 11/16/2022 and didn't receive it until 11/28/2022. After jumping through the numerous hoops that the customer service representative made me navigate, an RMA was offered on 12/5/2022. See the second photo for my response to this.
Given that my choice of this board was to customize it for Christmas AND that it was a relatively inexpensive order ($50 USD), an RMA was unacceptable. If we assume that the return of the board to China would take another 12 days and that a replacement would require an additional 12 days to arrive, this was clearly unacceptable. Remember that this is a keyboard that cost $50. (See the third photo for evidence.) It would cost Epomaker more than that to pay for shipping the incorrect model back to them and replacing it with the correct one.
In summary, Epomaker sent me the wrong board, made me jump through multiple hoops to obtain permission for an RMA, and offered an RMA far too late. Given that the original order was for $50 and was shipped from China, this is, in summary, a pathetic management of a simple order.
It's put me in a difficult position, honestly. It's easy to understand who owns which brands among Akko, Epomaker, Feker, and other keyboard products. Akko is tremendous value for keycaps and DIY kits. Feker also has great DIY kits. You _can_ order the kits and keycaps from Amazon, but I'm honestly questioning whether I can do that in good conscience because of how inadequate this company's customer service is. To be crystal clear: they don't care about honoring your order or making you happy. If your order works out? Great. No problem. If it doesn't, you're basically on your own. My question for you, reader, is - do you want to do business with a company like that?
If you have questions about this review, you can reach me at ben [dot] s [dot] stein [at] gmail [dot] com. And if you're at Epomaker and want to make this right, you can contact me at the same email address. I have to confess that I'm not optimistic that you will, but if you do, I solemnly promise to update this discussion with the ultimate result. Please do the right thing.
EDIT: this situation was eventually resolved to my satisfaction through a conversation with customer service over email. I also edited the review to remove the first name of the customer service representative, as it is not my intent to shame individuals, only to call attention to the issues I experienced.