Story Beginning: 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 in use for one month when his chair accidentally hit the audio cable, breaking the 3.5mm front port.
To him, this wasn’t just accidental damage—it triggered self‑blame for being “careless.”
Real Concern: Why This Isn’t Just a “Small Accident.”
For Robert, the real issue wasn’t the repair itself but:
• A key function suddenly became unavailable
• The device was still new and not inexpensive
• He didn’t know whether to repair it, replace it, or seek another solution
This trapped him in a single thought: “How to fix it,” which only increased his frustration.
Our Thought Process (Instead of Giving an Immediate Answer)
After reading his email, Kelly didn’t jump to standard repair instructions.
Instead, she asked a crucial question:
“Is this audio function essential for your daily use?”
The question came from experience—
If the function wasn’t critical, maybe a safer, alternative connection would work better.
Surprisingly, this question made Robert pause and reconsider whether a front 3.5mm port was the most suitable option for him.
This changed everything that followed.
Action and Change: How Customer Feedback Turned Into Reality
After reflecting, Robert realized:
He had always felt the front 3.5mm port placement was awkward and easy to bump into.
Then he proposed an alternative:
Use a USB sound card connected to the rear USB port of the KVM.
He tested it immediately.
The results were excellent:
• More stable audio
• Cleaner cable management
• Completely avoided the “front port collision risk”
He wrote back: “This solution is simpler, cheaper, and better in every way.”
The accident ended up making his workspace cleaner and safer.
At the end of his email, he offered another valuable suggestion:
“Hope you’ll consider upgrading this model to HDMI 2.1 or DisplayPort.”
As a long‑time user who had purchased three of our devices, his input reflected real needs.
We added his recommendation directly into our internal roadmap discussions.
Customer Feedback (Original Quote)
“You guys have fantastic customer service — that’s why I keep coming back.”
Conclusion: How We Became Different Because of This Customer
Robert made us realize:
Front‑facing ports are convenient, but also more prone to physical damage.
After this incident, we added a new design guideline:
“Place high‑frequency connection ports on the back or apply anti‑collision protection.”
His experience pushed our entire team to move forward in design thinking.
His suggestion also became an important user‑based argument for adding HDMI 2.1 / DP to future products.
He wasn’t just someone seeking help—he became a true co‑creator in improving our products.
