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I promised I would take care of it - and I requested a window of 3 days to respond. Unfortunately it has been longer than that. As of Monday (tomorrow) it will have been 4 business days instead of 3. Given it's Sunday today, lets call it 3 and half business days. I'm sorry for over promising and under delivering.
The first priority was to stop your package from going to the old location, which I submitted on the 14th, but on the 15th your bottlehead was shipped (the warehouse prints/prepares labels and boxes in advanced for faster fulfillment so looks like I didn't get this request in, in time).
That means we'll need to ship a second one to your new address (person), and you'll need to Refuse delivery of the first one, we'll absorb the cost on the dual shipping.
I still have to figure out how to deal with how to sort out the financials with you and your second groupbuy participant. I can't send it to you, and simply have you pay for it, because liability concerns arise if the package gets lost on the way. I also can't simply cancel your transaction and add the new person to the group buy, because we don't/can't add people to group buys weeks after they've ended.
The easier answer would have been to say no to your original query- and I think that would have been a more appropriate response. Regardless, you'll get some instructions _later this afternoon_ with how we're going to sort out this mess.
(In regards to not responding to your follow up emails, I have a separate folder for new and existing support queries and I generally prioritize getting through new requests before dealing with old ones)
THAT is awesome! huge thumbs up for what all you guys are doing here !
Mark, it's utterly clear from this response that this is way more troublesome a process than I had originally anticipated. I appreciate your promise to help in the first place despite the complication and the follow up today.
In my opinion this drop was a quite a disappointment for me. First off, I hope you guys even bothered to fill out the customs form properly for international shipments. My HE-500 came a while ago, and you guys left the Country of Manufacture section completely blank. And previously, you overvalued the FiiO amp shipments. It's a real slap in the face coming from my perspective especially if it involves the more expensive, higher end products. In my experience, the worst you fill out the forms, the more likely customs will delay and assess the parcel. To reduce duty, if the item was made in the USA, Canada or Mexico, please always state so.
Secondly, you tied up my money ($340 US) for practically 1.5 months and I still don't have this Bottlehead amp (this my friends, is insulting). What would be the possibility of implementing a deposit system whereby customers pay 10% upfront, and when the product finally gets shipped from the fulfillment centre to their destinations, the 10% goes towards the overall price and the customers would be charged the full price then; if the customer doesn't want their item at that point, then MD gets to keep that 10%. I don't know the legality of such system, but my point is it'd prevent people's money from getting tied up for such a long unspecified period of time.
It's insulting to tie up my $340 while I could've done a lot with that money in the meantime.
I'm not trying sound self-righteous or angry (I'm not), but it's gotten to the point where any appeal that this amp had on me when it was dropped has long since faded. I bet if it comes in the next week or two, I won't even care.
Have you ever ordered a custom... anything, before? Anything that had to be assembled by hand.
Have you ever ordered something and it turned out to be back-ordered?
Many custom manufacturers insist on payment up front. For example: order a Cooper rifle and you might have to wait not 1.5 months, but more than 2 full years. I ordered a custom flugelhorn mouthpiece once and waited 1.5 years for it to arrive from Europe. Yes, I paid up front. I got exactly no updates, snail mail, email, nothing during this time. Not even an order-of-magnitude estimate on how long it might take. Zero regrets. The reason I ask is because I'm not convinced your dissatisfaction is coming from a reasonable place, or past experience with this type of item.
I'm not saying this is ideal. In a perfect world, you'd get everything 3D printed in your closet on demand! But nothing which happened during this drop is out of line. Your expectations have been set by massive Amazon warehouses churning out identical boxes 24/365, but that simply isn't how premium/custom vendors work. If you want botique, semi-custom items then this is going to happen from time to time - more often for unexpectedly large orders.
I know waiting sucks, but that's part of the tradeoff for using MassDrop instead of traditional retailers/mfgrs.
A deposit system sounds good to not tie up money, but that sounds like a risky position for MD to be floating 90% on orders until they've shipped from their centre.
> I'm not trying sound self-righteous or angry (I'm not), but it's gotten to the point where any appeal that this amp had on me when it was dropped has long since faded. I bet if it comes in the next week or two, I won't even care.
Don't take this the wrong way, but you might want to examine your motivations for buying things.
@PASSDROM @del316 @JDWarner
When I was reading @JDWarner 's reply, I was actually thinking how the tradeoff for using MD for boutique vendors means those vendors should be able to drastically reduce per-unit turnaround time by producing/processing in bulk - not the other way around. Supply bottlenecks present an exception, but those constraints should be fully transparent to the end-user/customer as crystal-clear upfront terms of sale, not an unknown variable disclosed post-payment. For industrious people, boutique or not, a certain hustle & accompanied scaling effect should kick in when a branding & growth opportunity is standing in front of you, receipt in-hand, slowly tapping its foot. We aren't commissioning art, here - these are still just commercial products being sold on an open site, basic tenets of trade still applicable.
Agreed with @JDWarner that, in retrospect, nothing about this drop was really out of line, per se, at least not for a US buyer. But I would also agree wholeheartedly with @del316 about the MD approach having an irritating knack for ruining the positive experience of buying something new - I like to pretend that it's just growing pains, but more often it comes across as willful intent. And I think it's kind of messed up to try to make that opinion out to be something shameful - it's not about instant gratification, it's about the basic premise of establishing expectations & then meeting (or exceeding) them when a buyer agrees to a purchase. IMO, "insulting" is a pretty accurate descriptor for when you leave somebody hanging and your response to objection basically amounts to "deal with it".