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Hey everyone, wanted to share a quick update on the status of fulfillment.
We are receiving all the individual parts from our various vendors for the Infinity Ergodox now and we should expect fulfillment to start as soon as everything is sorted.
I will look into the status and get everyone an update by Friday 8/18.
We have begun receiving individual parts from our vendor. In the next few days will be going through each shipment as it is received to ensure that all shipments are correct before shipping them out to you.
We currently expect shipments for this drop to begin going out on Wednesday August 23rd, and the full drop should be shipped by around August 31st.
Once your order ships you will get an automated email with your shipment tracking information within 1-2 business days.
Thanks for the update! Can't wait to get that shipping notice!
better late than never, Thanks for the update!
I was wondering what was happening with this. Good to hear this is still a go. Thanks for the update!
Hey @YanboWu, thanks for the update.
Is it too late to cancel the order and get a refund?
If you go to your Transactions, there should be a "Cancel Order" button beneath the Ergodox order section.
You put the update in the comments? Why? Send out an email like your normal method for contacting people that you always use... And it should never be allowed to happen, ever, PERIOD, that you go past the stated shipping day without an update. I have no problems with delays but you should have no problems communicating.
lots and lots and lots of issues with MD lately.. =/
Where is today's update? Can we please get some transparency?
Think i'm gonna have to wait a while before using massdrop again, service seems to be getting worse as time goes on. Also, some kind of solution needs to be figured out to notify people about the potentially ridiculous import duty during the checkout. Even if it's an estimate.
Hey these updates done by me aren't actually part of the regularly scheduled emails we send out.
The email policy hasn't changed and I believe an email was sent out to everyone earlier today. My apologies for the lack of updates - we will work internally to see what went wrong this time and improve.
What went wrong is simple; no communication from Massdrop to the customers. Your staff should have probably been suspicious when the product hadn't been in your hands a few days before the drop was set to be sent out. At that time any kind of communication would have been appreciated and you wouldn't have so many upset customers.
Even just a, "hello, we have a delay in shipment and will bring you an update as soon as it's available" probably would have eased a lot of people.
What regularly scheduled updates? The first email received since the drop confirmation came over a week after the drop was supposed to ship. I don't expect things to run smoothly but MassDrop's communication has never been this poor.
your update is saving lives!! lol. thanks
I never received an email about this. I had to go on the discussions to find out what was happening and why it hasn't shipped yet...
is there any extra's that can be purchased or if anyone's backed out I'd love to get my hands on one!
This was addressed in another thread for this drop. The ones that cancel are usually held onto until later in the year where they have a big sale on any drops that people cancelled or extra stock.
So are things still looking good for shipments to start today?
Well, at least we got another email update this week.
Are you waiting for all the parts to arrive before shipping all the orders simultaneously - including ones without switches, caps, extensions etc. ? I've only ordered the PCB and basic case, so I'm curious if you are waiting on some of the primary components or doing all the orders at the same time? Thanks for the heads up.
We are waiting on a couple of the primary components. The Infinity Ergodox was one of our older keyboard kits and many of the various components all come from different vendors - which makes the consolidation a little trickier in the warehouse.
Thanks again for the updates!
So are we hoping all orders should be shipped by the 31st Aug? Is this still correct or has it changed again?
Still set for getting orders out by the 31st Aug? :)
+1, I am hoping to see an update today, seeing as it is the 30th
What's the status for expected shipment tomorrow? You stated:
"We currently expect shipments for this drop to begin going out on Wednesday August 23rd, and the full drop should be shipped by around August 31st. "
But it's sounding like nothing went out the 23rd.
Tracking numbers appear 1-2 business days after shipping. It does sound like nothing was sent out on the 23rd, but we should wait until around 9/2 before we complain.
They did send out an email saying they were predicting that all of them would be shipped out by the end of this week. I'm with @Victuals in that we should probably wait until 9/2 to see where things are at.
Welcome to group buys, where stuff's complicated, and shipping dates are hard to predict.
I think at this point we should all just log of (or stop checking) Massdrop and be happily surprised when we get a package at our door :)
That's kinda the point I'm at. Checking every once in a while to keep tabs on other drops. The whole communication snafu earlier has caused people to go full idiot in this discussion, so it just gets too sad to read through anymore.
I know its always frustrating and we want our stuff yesterday. At this point a few more days doesn't hurt. I would rather them spend one more day getting the packaging correct and not have to wait longer for something that wasn't included in the original package.
Problem is they stated they would LET US KNOW when they had all the parts in warehouse and were actually packaging. They HAVEN'T. Most, if not all, of us would be happily waiting if we had actually been given realistic deadlines and/or if Massdrop consistently followed through with keeping us up do to date. Neither of these has happened. I won't hold my breath, I'll just spend my money elsewhere next time
Maybe they haven't let us know because they don't have them all yet? 🤔🤔
Then they should tell us that. Today is the day that they expected (after the first date was missed without comment) to have the full drop shipped, yet we haven't heard word one since the 18th.
Nah, they sent out an email saying they were expecting to have them shipped by the end of the week. That was sent out on the 23 or 24th (see comments, there are a couple people that reposted the email).
I think we've got a few more days of keeping out pitchforks in their sheds. If we don't hear anything by 9/2, then we burn it all down, right?
Then perhaps they should update the stickied post ON the drop page with the correct information? That would be helpful, lots of emails come from Massdrop, updates are easy to miss when they don't have them on the drops page. It's really not that much to ask.
Yeah, I get you. It's not something we really want to talk about, but the communication for this drop has been a little sub-par.
i think the word your looking for is non-existent .
I wouldn't go that far. Sub-par seems about right. Could have been better, but we live in an Amazon Prime world. Expectations are set by that. I'm in the fortunate position of this being my second Ergodox Infinity. I'm in no rush. I can't imagine that anyone's life hangs in the balance because they don't have THIS keyboard yet.
I certainly agree that a little more transparency would be nice, but all in all, the start to eventual finish time of this drop is still ahead of the last one. I think that one took a little over 5 months? We have some time before we get there...
You are entirely missing the point. No one (or at least, very few) here cares at all about the delays. It's fine, totally expected, and our expectations on this drop are most certainly not set by Amazon Prime. The problem here is the shit communication. It's absolutely abysmal and there's simply no excuse for it.
How do you let a ship day go by without communicating AT ALL? How does that even happen? How do you then provide a new ship date, and AGAIN let the date go by without any communication? How can that possibly ever happen when there are multiple full time people whose only job is to communicate with people on group buys? And it appears very likely this will happen a third time.
Communication is key. I'm not in the slightest bit upset about the delays here, and I'm in no hurry at all. I'm just super, super bummed because this company used to be absolutely ON THE BALL about communicating on every single drop. Massdrop has done so many great things for the keyboard community but something has obviously taken a horrible, HORRIBLE turn. It takes an insane level of disorganization to let this happen multiple times and it makes me very concerned for Massdrop's future.
I think everybody here has a valid point. Massdrop should do better in communicating with the community on delays and updated shipping dates.
Yeah, but at least they should make a statement on what's up. They're letting a deadline pass twice without communication after making a big "oh, baby, I swear I'll never do it again" type statement. All it would take is a short paragraph to explain where they're at, but again...nada. Shocker.
Update: Just got an email notice of shipping. 6 days past the second ETA. A bit annoyed they didn't address this before complications and haven't followed up since the first screw up. I'm going to back off from giving them anymore money for a while until they turn this bus around. They've been going in the wrong direction for a few months now.
I agree with you Pandemos. Even a 'we don't have any update on scheduling at this time' would at least show everybody they are thinking about us.
They've started shipping kits. Some have received their notifications, some haven't. Accounting for the holiday weekend, it's conceivable that it might be the end of the week before they're completely finished.
Cara (Massdrop Community Support)Sep 5, 12:01 PM PDT
Thank you for your response. Your feedback is deeply appreciated. My name is Cara and I'll be helping with this inquiry moving forward.
I fully understand your concern with lack of updates and this is something we hope to rectify quite shortly. Due to expansions in our site along with some internal employee changes, things have been a little backed up but we are working to clear the backlog and get back to clear updates for all our members quite shortly.
I did want to mention, Yanbo did his best to keep members on the discussion board, as he posted an update about the first delay 5 days after the first estimated ship date. While we'd love to update much closer to the estimated ship date, in some cases like this one, we're waiting on our vendor to give us firm information regarding the delay. That said, we can send out generic updates to start and more detailed as we have the information, but for more responsive vendors we choose to wait for an actual answer before releasing information
I hope that helps clear some things up. Thank you for your patience and understanding. Please rest assured we take these matters seriously, and your feedback has been provided to the appropriate parties to help improve our customer experience in the future. Please don't hesitate to let me know if you have additional questions or concerns.
Recent email I received after asking why they weren't giving updates properly. I've never seen such a long list of non-committal statements. No actual apology. No responsibility. They're proud that Yanbo updated FIVE DAYS AFTER THE ETA! Just...wow. I'm blown away by how much MD doesn't care. Whoever sticks around for this...hats off to you. You pay to have a team not care about you at all, and that is a special kind of patience. I don't have it.
Realistically, what does an apology do for you? They have noted that they would be working on correcting the issues that caused the failure of communication with this drop (see link: https://www.massdrop.com/buy/infinity-ergodox/talk/1786784) in a comment down the chain. I also think you're reading it really weird to think that they're "proud" that it took them 5 days to respond to a missing ship date, especially since they go on to explain that they were hoping to wait until they had more information from vendors. I recommend you read the email again, but take off the rage-colored glasses first. :)
Realistically? An apology shows ownership of the situation. I'm just seeing excuses, to be honest, and empty promises. If I took money from you and didn't live up to what I said or explained anything leading up to it, then just said why I didn't give you what you asked for over 3 weeks after (and still hadn't lived up to it yet)...you'd expect an apology along with the answers. It's the first step to reestablishing trust.
Which sounds more acceptable: "Yeah, shit happens." or "Sorry, that was my fault, I'll make sure it doesn't happen again."
If you don't expect an apology, you don't mind being taken advantage of (please forgive the dangling preposition). I do.
You might think everyone is over-reacting, but I'm unsure why you want to be an apologist for MD when this has probably been some of the worst communication and customer service the site has seen. The statement you have from Brad is from 3 weeks ago. They didn't follow up after that. I emailed him and he said some things along the line of "we're talking to management to fix the situation" and "we'll be looking to address this in the short term." If there's no follow through, promises are meaningless. The fact they aren't taking ownership (or following up with their promises from the FIRST missed "update") is an issue for me, though it might not be for you. It's obviously an issue for others, as well.
You see, the problem with your issue is that they did say they were going to take steps to correct what happened. You can complain about excuses all day, but if you've ever done a group buy before, then you know the risk of delays. Especially so if the GB is being sourced from multiple vendors.
They did say they would make sure it didn't happen again. What else do you really want them to say? That they fired the entire staff and hired new? Do you want them to explain the entire inner workings of MD customer support and explain exactly where the chain of communication broke down and exactly who they are going to fire and the exact steps they are going to take to fix it? That doesn't actually get you anywhere. If you look through the comments, you'll see time and time again that I found the lack of communication unacceptable. However, it was pretty clear from the communication that I received (via email and what I'd seen in the comments) that they were going to get to the bottom of it.
I understand if you just want to be a piss baby about the ordeal. If that's the case, that's fine, I'll let you go on your over-reactions about refusing to use MD ever again and whatnot. Enjoy your day. :)
But they said they'd have better communication 3 weeks ago, after the first faux pas, so to clarify that's what I'm talking about with them not keeping promises. And I never said anything about firing or explaining their infrastructure, so please calm down with the hyperbole. A simple apology is a simple apology. Taking ownership is a simple thing. Showing that one cares about their customer base.
And now you might want to take your rage glasses off. I didn't insult you once, yet you somehow find a need to drop low. Hopefully you can be as constructive as you wish others would be.
Ssshhhh, it'll be ok buddy. You'll get your order soon enough. :^)
I work as a licensed professional. I can be late, I can make huge mistakes, etc. ad infinitum, and it all works out somehow. The one thing I absolutely CAN NOT DO is fail to communicate with my clients in a clear and timely manner. If I don't tell my clients what is going on, the chances of me ending up in court are greatly increased. I don't mean this as a threat, mostly because the threat of legal action is pointless in the instant matter, it is just a reality of my profession. My point to Massdrop is that communication is EVERYTHING in your relationship with your clients. You should be able to clearly see from the tone of the messages in this thread that your credibility is eroding.
Two of the clear plates I received are broken!!!
Mine has arrived with 2 Right Hand PCB's and 2 Right Hand Case Assemblies. I live in New Zealand - returning via post is prohibitively expensive. Can we get a solution soon on this. I would even consider paying for another set of Keycaps/Switches if a 2nd set of left hand assemblies and PCB's and cables can be provided so I can have two of the damn things. If that isn't going to happen when will the Other half case/pcb be shipped?
I think the assembly plates are identical, you just flip them for L & R iirc - you should have two mirror image PCBs, however. I got two identical assemblies, but my pcbs are correct. Having said that - if you desolder the LCD, you will have a mirrored PCB, not that I think that is a good solution. Since each side is a separate keyboard, that's all you need to do. I'm in NZ too, and had a moment when i saw the assemblies, before I went " oh, right... lol."
Nope - powder-coat is on only one side of the aluminum layer and you have the protective film on the wrong side of the acrylic base. There should be a Left and Right side case.
Whilst possible to flip it - you will have sharp metal edges facing upwards on the aluminum layer.
The protective film is removed prior to assembly and the sharp edges are hidden by switch sides and case layers. There shouldn't be any way for you to touch the punched out edges once assembled; you can always run a file over the switch plates if you want neat chamfered edges.
Both sides should be anodised, I don't think it's powder coating; that would be thicker and a lot more expensive.
PS. aenertia, are you using alps or cherry switches? If you are going with alps, at least the vintage ones, seem to be able to accommodate the diodes in flipped PCBs.
Cherry MX Clears with 3x4 Flangeless LED's. they Sit inside the Switch.
I just checked a switch on the flipped board, they don't align with either the guide holes or the contact holes when it's flipped so that's a non-starter. Also I don't really want t try and re-solder the LCD.
Yeah, you'd need to flip the leds inside the switches, but it's not going to help you line up the cherries; sorry to lead you up the garden pat. If you were using an Alps switch, you could just ignore the LCD and switch the spacer plates so it's pointing down, but that's get a bit too kludgy, eh. Sorry, I'm rather out of ideas - time to yell at MD. My bottom acrylic plate (the one with single paper cover) arrived with some nasty gauges, I'm not going to worry about it, but what the hell went down in the MD warehouse!?
@YanboWu I feel like you owe us another update before the weekend. What's going on? How did this double right handed PCB thing happen? What are you guys looking at doing to fix it? What about those who haven't received our orders?
So it looks like our PCB supplier made a mistake with the labels - a batch of right handed PCBs were labeled as left.
We are now checking through our entire inventory to make sure everything is labeled properly. We expect this to be completed next week. As soon as we have an exact ship date, we'll get that emailed out to everyone.
My apologies for not having exact information at this moment.
I don't think anyone is upset that you don't have exact information. I think we just need something, anything from you guys telling us what's going on. Problems like this happen with group buys, everyone here understands that. What shouldn't is radio silence.
I appreciate the update. I'm looking forward to building this board!
So for those of us with two Rights; what is the plan? I feel that the most functional remedy would be to ship two Left PCBs to replace. Otherwise when the replacement is shipped you will need to provide international courier paid post envelopes as well to return the rights.
I would rather prefer to have and option of having, two sets and this would create some good will (allowing those with the double up's to build up a second kit) in the community as well as likely being less hassle logistically.
thanks for letting us know. can you update us when he shipments are checked and what we should expect?
still (patiently) waiting on mine to be shipped.
No YOU made a mistake... YOU shipped out the wrong thing. YOUR ENTIRE JOB is QA and communication and you completely and utterly screwed up both those jobs. Don't try to put this on the manufacturer. And we all knew about this days ago! How in the HELL is this your first communication about it? Are you INTENTIONALLY not communicating until it's too late? It's not bloody hard.
Massdrop? More like massively drop the ball, over and over and over and over and over again.
When can we expect an update for those of us who received two right hand PCBs? Does the manufacturer have available stock of the left hand or are we going to have to wait for a new batch to be produced. If it's going to be a new batch, approximately how long will it take until we receive it?
I feel like both of these questions are ones which should easily have been answered within 24 hrs and yet here we are almost a week after the error was discovered still not knowing what is going on.
EDIT- Whoops. You can ignore my ignorance and drop my support ticket.
Received mine a couple weeks ago and nearly everything was correct. I have a 1 left and 1 right pcb, but have 2 right hand cases. I sent support a message on Saturday when I was finally able to go through all the parts. Two right handed key cases stick out pretty quickly however...
This is crazy- How many of you had issues with being shipped duplicate items?
@Solid turns out that the two right hands is supposed intentional. you just gotta flip the pieces. Worked for me...
I imagine this makes it easier for the vendor to just mass assemble one configuration of case.
Yep, what @rucuriousyet said. The cases are actually unidirectional - you just have to flip all the pieces 180 degrees.
@matthewcnicklas the Infinity Ergodox is definitely one of our older keyboard kits - it's still very much packed like the group buys of the old - we've been improving all our offerings since the Infinity Ergodox to include full packaging - this is something we'd do for any new Ergodoxes in the future as well.
@YanboWu two of the clear plates that came in were cracked... can I get a replacement?
..... oh. Well now I feel like the jerk. Thanks for pointing that out though.
@Solid No problem.! I got kinda frustrated at first too and then realized this...
Absolutely - I'm sorry that's happened - we've been doing different things in the packing to minimize the impact of cracking but with acrylic plates - they are definitely a little more fragile for none custom packaging.
Please reach out to support with photos of your issues - I'm not 100% sure if we have replacements on hand but I'll work with the suppliers to get replacements sent in.
@YanboWu given the relationship tensions between I:C & Massdrop right now would it be safe to assume that this drop will most likely not happen again? Or can I assume that there is most likely going to be another round of this drop, as reaching the 3k user request mark is pretty high? Or do I have to assume in order to get an ErgoDox Infinite one would need to make it themselves?
@Thread: Everyone I can understand your frustration with the given situation, Massdrop has made mistakes with a few of my very long waited orders, but in the end I was offered a refund for the problem. While some people may not like a refund, it's still better than saying sorry you're SoL, and you get to keep the part while massdrop assumes the loss.
Without Massdrop many of the things I've gotten on here would have been near impossible to get without. I take the issues to heart and hear everyone but look at the flip side of the coin, it's not like Massdrop is a multi-billion dollar company. They are trying hard to ensure that everything is perfect with your orders, and are coordinating with numerous manufacturers and shipping providers. Mistakes are bound to happen.
I think as MD got bigger, a lot of the new people think of it like a budget amazon, not realising its raison d'être and get antsy about stupid stuff like delays and long lead times. If they experienced the hobby back when any successful buy was a win (even if a year late), before any hope of warranties or customer service, there would be a bit less bitching going on over petty BS.
However, MD can definitely improve their communication - no question about that. Plus, they are "authors of their own misery" by trying to be all things, to all people; if you are going to act like a retailer, expect retailer hassles, or stick to your core model and make less profit.
TL;DR - People seem to forget this is group buy site / MD, a paragraph long email goes a long way...
I highly doubt Yanbo will answer your question regarding this dropping again. Even if he knew the answer he still probably wouldn't share it.
As far as this given situation and previous MD mistakes, I have never been offered a refund and the opportunity to keep the product. When my whitefox was missing a keycap they offered me $5 to replace an entire keycap set, a full refund if I sent it all back, or keep it as is. After putting in a lot of effort and bypassing their customer service I was able to get someone there who was kind enough to help me out, but that was certainly an exception and not the rule. Most of the time MD screws up, a refund simply isn't good enough. After waiting 4, 5, or 6 months being told that I won't get my product is not acceptable.
Also, while MD isn't a multi billion dollar company, they are certainly striving to be. I can understand some of these excuses when you are dealing with a one man shop who is running a side gig out of his home for very little profit, but once you make it a business and your full time job the stakes change.
I'm concerned because there were messages in this discussion thread that stated people were building their kits a month ago and I still haven't gotten a shipping notice yet. I asked support for an update and they just said "your order was placed with the vendor". Yes it's expensive (relatively) and yes the lead-times are long but the lack of communication isn't excusable.
The manufacturer put the wrong labels on some of the PCBs so MD has halted all shipments until they verify the contents of each piece to make sure they don't send out anymore kits that can't be built. Think they said they plan to finish that process this week as well as inventory how many of the correct left hand PCBs they have. Hopefully it is enough to go around, but the email I received from support indicated that priority would go to those who haven't had theirs ship yet vs. filling replacements for people who have already received theirs.
Okay ... as I said, I don't mind waiting. I do wish they'd post the contents of your explanation into the sticky status update at the top of the Ergodox discussion (or issue a more recent update). I also had a pleasant back-and-forth with support and all they said is that my order was in the queue. They could have told me then!