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This is to the Massdrop employees, I know it is hard starting a new business, especially one with a new business model, and that those difficulties are compounded when you have to do business to business sales before you can acquire the product for your clients.
I hope that things go smoother in the future, and that you don't let all this negative attention keep you from whatever goals you have set.
But if next time things don't go smoothly, or if any time things don't go smoothly, please just drop a line...mass drop a line if you must, to let everyone know that you are aware that things are behind. Even if it's just a "Hey guys, <insert name> here, sorry that we can't get a real update to you but things got a little crazy on the drop. We're taking care of it and I'll update you shortly, but right now things are a little too hectic for me to go into detail." Then just update us as you can, but drop a line frequently from that point on, even if it's just an every other day "Hey guys, sorry things are behind. We're still working with the new vendor to ensure the tracking list gets made right. I want to thank all of you for sticking with us this long, you guys are great."
It's not the fact that things are going slowly, it's that they didn't get any response that seems to be annoying people. Even a "I read your support e-mail and we're looking into it for you now. I'll get back to you in 48 hours" would go a long way to making the customers feel appreciated.
Anyway, I know I haven't done many drops, but my others went swimmingly, I've no doubt that things are rough as you are training a new vendor, but I hope you stay positive during this trial and come out stronger for it.