Starting Point of the Story: Where the Customer’s Voice Emerged
Robert reached out to us through an email filled with frustration.
He wrote: “I’m so mad at myself!”
His KVM had only been used for one month when his chair hit the audio cable, damaging the 3.5mm port on the front of the device.
For him, this wasn’t just accidental damage — it was also self-blame for being “careless.”
The Real Confusion: Why This Was More Than a “Small Accident”
For Robert, the core issue wasn’t the repair itself, but:
• A key function suddenly became unusable
• The device was new and not cheap
• He wasn’t sure whether to repair, replace, or look for another solution
This trapped him in a single-track mindset of “how to fix it,” making him increasingly frustrated.
Our Judgment Process (Instead of Giving a Direct Answer)
After reading the email, Kelly didn’t immediately offer standardized repair steps. Instead, she asked a key question:
“Is this audio function essential for your daily use?”
It sounded simple, but came from her experience.
She knew:
If the function isn’t essential, perhaps a more stable connection method could be used.
His reaction was beyond her expectations—
Robert paused and, for the first time, seriously reconsidered whether a front audio port was truly the best solution for him.
This changed everything that followed.
Action and Change: How the Customer’s Voice Became Reality
After reflecting, Robert suddenly realized:
He had always felt the front 3.5mm port was awkward and prone to accidental bumps.
So he proposed an alternative:
Using a USB sound card connected to the rear USB port of the KVM.
He tested it immediately.
The result was excellent:
• More stable audio
• Cleaner cable management
• Completely avoided risks of bumping the front port
He wrote in his reply: “This solution is simpler, cheaper, and better in every way.”
An accident ended up making his desk setup cleaner and safer.
At the end of the email, he gave us an even more valuable suggestion:
“Hope you can consider upgrading this model to HDMI 2.1 or DisplayPort in the future.”
As a long-time user who had purchased three of our devices, this was a genuine need based on long-term usage.
In our internal discussion, we immediately added this suggestion to the planning document for future versions.
Customer Feedback (Original Quote)
“You guys have fantastic customer service — that’s why I keep coming back.”
His appreciation and trust came from the feeling of being truly heard.
Conclusion: What Changed in Us Because of This Customer?
Robert made us realize:
Front ports may be “convenient,” but they are also more vulnerable to physical damage.
After this incident, we added a new design consideration when evaluating new models:
“High‑frequency ports should be placed on the back when possible, or enhanced with anti‑impact design.”
This accidental damage from a customer pushed our entire team to think more deeply about product design.
His suggestion also became a key user insight supporting the addition of HDMI 2.1 / DP in future products.
He was not just someone seeking help — he was truly a co‑creator who helped us improve.
