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YanboWu
8490
Collaborations
Dec 3, 2019
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Hey everyone, quick note on GMK Pulse.
Due to the holidays shipping is a bit more impacted than initially estimated. I'm working with the warehouse to these prioritized for shipping as soon as they are received from Germany.
There are currently no show stoppers or issues with the set which would impact that. We will follow up with an email update once the fulfillment timeline is confirmed.
kerfuffle23
59
Dec 3, 2019
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YanboWuNote: the following feedback comes from a good place; I like the mission you guys are on and want to make sure your customers stick around to facilitate the mission.
You guys should think about starting to buffer your promise ship dates. I'm curious if you internally measure an on-time shipping metric and what the performance looks like. In the long-run it's a much better customer experience to underpromise and overdeliver; for most of the drops in which I've taken part it's been the opposite, which opens up a huge window for competition.
zzzaacchh
Dec 3, 2019
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YanboWuSo you just learned yesterday, the day of shipping, that you don't even have the sets from Germany? You didn't think to provide updates?
zzzaacchh
Dec 3, 2019
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kerfuffle23It's been suggested many times before. They simply don't care about the customer experience because they already have the money. They used to provide updates, but it's becoming more scarce.
kerfuffle23
59
Dec 3, 2019
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zzzaacchhNote: reiterating that this feedback is coming from a good place.
It's strange because there is certainly an increasing number of entrants into the mechanical keyboard marketplace (some for the better, some for the worse). I'm not sure the mix of Massdrop's...errr...Drop's revenue for which this category accounts but I suspect it's relatively large, so you'd think that it would get more attention. Customers will only front the cash so many times before they churn due to missed promises/lack of communication. Honestly, the time-value of money starts to become a factor. Most people are paying over $200 for these sets and waiting 2-3 quarters for delivery, which sacrifices 5-10% return in a decent portfolio (i.e. we end up paying 110% of asking price).
Sure, there are many complexities, nuances, and constraints within manufacturing & Supply Chain that cause high variability, but this isn't unique to Massdrop. Predicting and managing variability are fundamental tenets of Supply Chain and why it's never 'easy.' Inevitably, links in the chain are going to fail, and the key is having a plan and the right metrics that provide visibility into performance against the plan. This makes automating the processes of informing customers, creating contingencies, and holding suppliers/manufacturers accountable painless, which ultimately results in a smoother operation and greater customer satisfaction.
abstand
9
Dec 3, 2019
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YanboWuSo basically there is no shipping timeline whatsoever? Interesting, why did you wait until the day of estimating shipping to mention that again? Come on now, not a peep for months and then the day these sets are supposed to ship we get an "update" (and I use that term loosely) that Drop has no idea when these will actually ship. Nice.
backofheadbook.com
20
Dec 4, 2019
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abstandnot to take any sides, but just out of curiosity how can the act of shipping itself be a delay because dhl can get a pallet of anything made in germany ( a pallet of SauKraut or a box of BMW parts, for examples ) to any of us Friday this week, even if we only ordered it today. Genuinely curious.
euphxenos
331
Dec 4, 2019
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backofheadbook.comIn past years, Drop has prioritized new orders that came in for Christmas ahead of outstanding long-running group buys that were due to be fulfilled at the same time. I wouldn't be surprised if the shipping delay is on Drop's side, and just how they're choosing to prioritize things. If they're choosing to prioritize fulfilling all of their new Black Friday and Cyber Monday orders before they look at fulfilling this drop, that would be irritating, but consistent with what they've done in the past.
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