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Spanish.Orange
26
Nov 18, 2014
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Its a balancing act, and right now the wait is really tipping the scales. The only thing we have to tip them back to our advantage is information, which is lacking at this point. At this stage in the game we have our money down, we are invested and should be treated as stakeholders, which means meaningful updates to our current situation. It is frustrating that an order of 246 units, sold to enthusiasts is being treated with what seems like disregard. I agree with those above that this will in fact cause me to pause before using Massdrop again. It is a great concept, but like in many instances, it amounts to nothing without proper execution. Please do not fool yourself, a copy and paste reply with a different date will not satisfy customer's in the current online market. The savings amounts to waiting which I can live with, but lack of feed back is unacceptable.
Nov 18, 2014
GonzoTGreat
756
Nov 18, 2014
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I agree. If not already evident, I am a strong proponent in "truth in advertising" and as much transparency as possible.
Truth in Advertising: I understand that, in the best case scenario, the estimated reship date would have been honored. But having an estimated reshipment date *range* would have given me a much more accurate idea idea of when to expect the item. I would rather be told of a *potentially* longer wait-time upfront and be pleasantly surprised if the shipment arrives sooner, than simply have the ship date pushed back. Then, if the item is shipped within the range, I feel that my expectations are met and that the company was clear from the beginning. If the estimated reshipment date/date range is not met, I agree with @Spanish.Orange that a copy and past reply is insufficient. This leads me to ...
Transparency: If everything is running as it should and within the expected time range, having a quick update or two is appreciated. I feel the updates from Massdrop meet this threshold.
However, if there is a delay that pushes the reshipment of the item outside of the estimated reshipment date or date-range, as there is with this L2K order, I would appreciate a brief, but slightly more detailed explanation of the cause of the delay. This additional communication demonstrates an appreciation for Massdrop's customers and an acknowledgement that the item is being significantly delayed. On this point, I do not feel Massdrop has met this threshold and been sufficiently transparent with its customers.
Once again, my point is neither to praise nor denigrate Massdrop. Rather, it is to highlight issues constructively that, in my opinion, should be addressed by Massdrop in the future. I'm fairly confident that there are many other drops in similar situations and other customers with similar frustrations and/or missed expectations.
Cheers to all.
Nov 18, 2014
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