Kinesis-Ergo rock!

I've bored you all to tears about my beloved Kinesis-Ergo Essential keyboard, but this week I started to stress out because my t key started stticking (just like that).

I didn't want to go prising it apart without instructions since it's under warranty (and cost me a bomb by the time I had it shipped to Australia), so I emailed their tech support for advice. Here is the amazingly helpful email I recieved the following day:

Hello,

Can you please provide the serial number on the back of the keyboard?

You can try removing the individual keycap (tip: use two paper clips- bend
them in the shape of a hook or "J" and pull the keycap straight up) and
spray compressed air inside the keyswitch to remove any possible
dirt/debris.

If the problem continues, it is likely that the individual keyswitch is
damaged and may require a repair.

Rather than shipping the keyboard to us, there are two options:

1). I can send you a replacement LEFT Keywell (the entire left side "qwert",
etc.). Once you have the new keywell you can take apart the keyboard
(Phillips screwdriver), remove the old keywell and insert the new.
Step-by-step instructions included. Because you're in Australia, we will
need to split the shipping cost.

2). I can send you a couple replacement Key Switches and you can replace the
individual "t" key switch. I ONLY recommend this if you're experienced with
a soldering iron. This option will not require any shipping charge.

Regards,

...

Kinesis Corporation
Technical Support

So far so good after I blasted the keyswitch with a can of compressed air. But if the keyswitch is faulty I am totally blown away by a company that is willing to trust it's customers. This guy doesn't know that I have a soldering station and used to build discrete circuits for fun - I could be all thumbs with a soldering iron that I use for joining plumbing pipes which would cause him more support heartache. Even given the possibility for more work for Kinesis, they are willing to be flexible to save their overseas customer some money.

Now that's good customer relations :)