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We're in the process of changing around a handful of policies with our payment processing and sales policies. Very shortly, all payments will be collected when you purchase a product (consistent with how the rest of the industry works). We'll also be getting rid of the confusing option-adjustment "base price plus modifier" system that has been a legacy issue for years. Lastly, and more importantly, all drop studio products (like these keycaps, for example) are fully cancellable and refundable up until 30 days after the product ships. So, your money will no longer be collected and locked away for months. AND, if you don't like the keycaps after you've received them, you have the option to return them.
Apologies for the abruptness of collecting people's money a few days early last night, the run is still live for 4 more days so if payment problems were triggered by the collection; there is a fair amount of time to sort it out. You can cancel/refund your purchase and re-order if its not to your liking, you can cancel/refund your order completely, or you can leave it as is.
So you guys decide to make a change to how payments work and decide not to give any warning to any body and just let us discover when we are charged early, wonderful.... I guess your business doesn't have any body in it that worries about communicating to customers because it seems that area is were Drop seems to struggle with. Your changes needed to have been communicated before hand and maybe not done when an active buy like this was going on. This also means I guess that the way this buy was structured(no price breaks for certain a quantity sold) will be what we see on here.
> So you guys decide to make a change to how payments work and decide not to give any warning to any body and just let us discover when we are charged early, wonderful....
What Kevin said is that there are changes coming to how payments are done in this site for the next products that are launched here. You can read in detail in his response.
Then he proceeded to say that apparently some people were charged early in this drop by mistake. There’s no correlation between the system changes that will happen and the mistake that happened today. The changes are not in effect yet. The current system is shit and prone to errors, this is probably why he mentioned that a change will happen soon.
Then he concluded by saying that if getting charged early makes a difference to someone, the person can go ahead and request a refund permantely or request a refund and place the order again.
At least that’s what I understood.
I think it would be really nice to get some warning before money was taken out. I’m one who already has my card charged already. Good thing I had money set aside for this responsibly. However, I’m still making changes here and there and now I can’t add anything unless I cancel my order. I am not going to do that because I risk losing the 10$ early supporter discount. That said I’m sure there are other people in here who as well order big and keep making changes until the very end. It is a shocker when your order is big initially and you still haven’t finalized the order yet and are already charged without being warned about it. Anyways, I know Drop is trying to improve the “shit” system as you say, but how about improving communication first and foremost to the customers shelling out lots of money to this project. I remember this happened with the GMK Laser Alt low profile board. Massdrop learned and was good about communication but then this happened again with Drop.
Sorry to be the bearer of bad news, but the disclaimer at the bottom of the order page reads as follows:
When will I be charged and how much?
You’ll be charged for the listed price (plus applicable shipping and taxes) when this product run ends (on or before Mar 1, 2020).
By collecting funds prior to “when this product run ends” you have violated the agreement you drafted and executed with your customers, and may have violated fair credit collection and reporting acts for anyone paying by credit card and other federal regulations for those paying by other means.
I am 100% with you, in fact I believe it wouldn’t be “cool to have a warning”. What I think would be cool is Drop adhering to what they say in Detail section:
When will I be charged and how much? You’ll be charged for the listed price (plus applicable shipping and taxes) when this product run ends (on or before Mar 1, 2020).
And also what @ross47 said above.
This is disgusting. Not the changes (although you're killing the only benefits you had over your competitors - price drops and not locking away funds until a drop ends), but the lack of communication and breach of trust. Your own documentation clearly states that money will be taken at the end of a drop. This isn't the first time you've broken that trust and taken money we had not agreed to give you yet.
And it will be the last time some of us will give you money.
Your answer is not the answer to the problem now. and you should understand that your actions make people angry.
What you are doing now is the worst excuse ever.While making complex excuses, the key to the problem is avoiding without mentioning it.
You can refund it as if we're doing a good job! But it's a natural right and not a solution to the problem. DROP has broken the specified contract. and many people will be uncomfortable with the problem.(You easily say, 'I'll pay you back!' but problem with credit cards is not that simple)
What I was most disappointed about was,You're very proud to cause trouble. as if I had just done my job naturally.
I haven't seen you explain or contact me about this matter yet.(Usually, if there is a problem like this, all the payers will contact you.) It seems to me that your actions were scheduled and that's against the contract.
I ask you, have you broken the contract and contacted or apologized to the people affected by this problem?
What responsibilities will you take if the card's money is withdrawn on a different day from the scheduled payment date and the person whose other payment is not completed? (I am included in this matter.)