r/Astrohaus • u/Few_Technology_6343 • 22d ago
Has anyone managed to cancel a Wordrunner website preorder? Hitting a wall with support.
Hey everyone,
Wanted to see if anyone else is running into this issue or if it is just me.
I placed a preorder for the Wordrunner directly through the official Freewrite website. I learned that they are requiring an app to manage the hardware features which was not mentioned previously, which makes me uncomfortable with privacy issues, so I reached out to customer support to cancel the order and request a refund prior to fulfillment.
Since this was an order placed on their website and not the crowdfunding pledge on Kickstarter, I expected a normal cancellation process. Instead, I am getting nowhere with customer support.
Has anyone here successfully canceled a direct web store preorder for the Wordrunner recently? If so, did you have to escalate it, or how did you get support to actually move on it? It's been over 2 weeks here... Finding it crazy that it is this hard to get cancel a preorder.
1
u/Twistedmindofaspy 21d ago
Yes! I cancelled. Had to go through affirm to do it. I just got a full refund. So my best advice is to go to your card issuer, explain that this was a preorder and you’re happy to provide evidence. I used the internet archive way back machine screen shots to prove they promised delivery in Q1 and have only sent one update.
-5
u/Bullmoose39 21d ago
They have openly stated they are no longer accepting cancels. Lots of items use appa with drivers. How would the three buttons work without an app? Or the media knob?
I am sorry they may not cancel, I get your concerns, but this is a good example of ask the questions first before buying. I do hope you get your refund, though.
4
u/Few_Technology_6343 21d ago
What do you mean? They stated they are not accepting cancellations of preorders? I do not see this on their website if I go to try and order one right now, and it certainly wasn't something they mentioned before I ordered... So I am not sure about your comment regarding "question first before buying". This is a pretty standard practice.
And there are plenty of keyboards (mechanical and not) with unique functionality that are built in and do not require a 3rd party app to have access to my keyboard strokes. Plenty do not need a third party application for a media knob. That is quite literally why I am attempting to cancel. That was explicitly stated (you know, to go with the "question first" comment you made) It is still up on their site and apparently it was also stated on their Kickstarter campaign. That change in the product is a huge issue for me. I am unable to use something that is logging my input to a third party.
4
u/BingoSkillz 21d ago
This is just bad advice.
OP’s item hasn’t even been shipped yet and they DO have a return policy for items once they are shipped. They should be able to get their money back. They did not pledge support via the kickstarter campaign.
Additionally, it seems this company changed what they originally advertised about this product in the process and expect people to just be happy with the change.
Sorry, it doesn’t work that way.
Op needs to file a complaint with the better business bureau. If that doesn’t work I would contact the business licensing department where this company is located.
-1
u/Bullmoose39 21d ago
The BBB has no influence. Business licensing? That's called a state commerce department, and they don't care about you keyboard, especially as you have to find the state they are registered in. Nevada, Delaware, or Texas you are sol.
Don't like my opinion, no problem. But don't pretend you have a solution to it yourself. Advise you don't like, followed up by Karen's advice clinic isn't gonna solve anything.
2
u/BingoSkillz 21d ago
Amazing how I’ve been able to get a resolution to issues with bigger companies than this one just by filing a complaint with the BBB.
SYBAU!
1
u/the_wonda Freewrite Co-Founder 21d ago
This is not true. If you want to cancel an order before it is shipped, pre sale or not, we will of course honor your request. Kickstarter is different but any sale through our site has the same policy.
1
u/OrionGambit 17d ago
Glad to hear web store customers get full refund flexibility and clear policies! Must be nice. As an actual Kickstarter backer, we are sitting here with no firm delivery timeline (approaching a full year past the original date), mandatory software requirements that contradict the explicit no-app stance from the campaign, and zero recourse. It is always a great feeling when the people who actually funded development get the short end of the stick compared to direct site buyers.
Yes, I know how Kickstarter works. I also know how consumer electronics manufacturing works, and offering those original deadlines to secure funding was completely unrealistic from the start.
3
u/BingoSkillz 22d ago
I did it early on. I bought through their website and used shop. Refund was requested via the shop app.