I think you're taking it too personally.

As previously noted, popping hotswap sockets is common. There's a reason they've posted a video on how to insert switches, why it's noted in the assembly card that comes with the board and is called out in the build guide. Or look at any other vendor's build guides and they all warn about popping hotswap sockets. It's not because of the quality of the products but because it is a very common mistake. So if I were a vendor and a customer came to me that a key wasn't working in a hotswap board, it's not crazy to think that the first place to start is asking if they inserted their switches properly.

To me this seems like nothing more than them starting with one of the most common problems with non-functioning keys on a hotswap board (improper switch installation) and then going from there. They're not blaming you out of the gate but are just going through the process of elimination with one of the most common causes for this issue. I own 4 NK87s and an NK65 and from multiple production versions and never had an issue with a hotswap socket not being properly sodered.

Sorry they're not the vendor for you because I really do like them. Best wishes on all your future builds and hopefully you don't have more customer support issues like this in the future!

Not saying you assumed it was their fault. I'm saying that we, as other community members, can't assume that they are at fault either. But to play the devil's advocate...

While it may feel unfair that they immediately placed blame on you, users popping their hotswap sockets is a common problem. Forget this vendor for a second and think of vendors broadly. The first step in addressing a problem is triaging the issue. This hobby is all about building your own stuff, and so the first place to start is to triage what you as the user did with the product in hand. If your interactions afterward were unsatisfactory, I can take that at face value. But I don't buy that they were necessarily blaming you. It's more so that you are in a do-it-yourself hobby and they need to understand what you did first.

>My grievance was with the automatic assumption that it's my fault.

That goes both ways though. It's also not fair to automatically assume it's their fault

Yeah, sorry OP but seems like a user error all the way. No vendor is without error but I've had nothing but great experiences with NovelKeys and appreciate them being responsive here as well.

I think it's actually very well thought out. Look at a non-Alice layout keyboard with your hands resting in the "home" position and you'll notice:

• The number '6' is closer to the left-hand side (from the F key in home position)
• The letter 'B' is dead center between the home position keys for your index fingers (the F & J keys)

"Standard touch-typing technique" isn't doctrine and the best touch typing is efficient and feels comfortable for you and your hands. I type 'B' with my right hand and it literally makes no difference as far as reach for either index finger.

The main point of the Alice layout, though, isn't faster/more efficient typing. It's for improved ergonomics on your wrists and hands. Hence the bottom row's keys are more comfortably sized and laid out for your thumbs being in a more naturally turned position.