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HassanS
3182
Operations
Nov 19, 2014
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Just wanted to jump in and fully explain the process for this drop and the reason it didn't hit our estimated ship date.
When we were initially coordinating this drop with the vendor both parties agreed that 11/13 would be a tight enough schedule to get these to everyone in a timely manner with a day buffered in for a possible shipping exception due to the influx of packages being shuffled around due to the holiday season.
The order was placed with the vendor within 24 hours of the drop ending. Two days later we were notified by the vendor that they were experiencing a slight backorder, but it wouldn't affect fulfillment times. At that point we didn't feel it would affect the drop as everything was still on schedule, based on the vendor's estimates. We strive to make the fulfillment process as seamless as we can for you all and if we can handle hiccups behind the scenes we make our best effort to do so. In retrospect you all should have been notified and we will work harder to differentiate when we can handle the problem on our end and when the group needs to know.
The stock came into the vendor's facility on 11/7 and we were invoiced for the order on 11/10. Payment was remitted shortly after and due to the amount of the invoice (Thanks for all who participated!), transfer took a tad longer than usual. The order was released as soon as payment settled on 11/14.
The order is scheduled to arrive at our warehouse today and our team has been notified to get this processed as soon as they can. Everything should be shipped out shortly.
I will be checking in on the discussion forum throughout the day and will try and answer follow-up questions where I can.
Thanks for your patience and expect an update from us on 11/20 or sooner if something comes up.
Nov 19, 2014
GonzoTGreat
756
Nov 20, 2014
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Thank you.
This is the kind of information I was talking about. Proactively letting the customer know what's causing the unexpected delay helps clear up confusion and mitigates frustration. I hope Massdrop adopts this policy for other situations encountering delays.
I am not shy about pointing out where there could be improvement. By the same token, I think this kind of information, however belated it may be, is very helpful and should be encouraged when trying to manage future challenges. @HassanS acknowledged he should have been let us know sooner. Hopefully this will translate into more postings like this for other drops in similar circumstances.
Yes, we should have been notified of the reasons for the delay sooner. Yes, @HassanS apologized for not doing this earlier. What's done is done. Let's move forward.
Beyond sharing information such as this, I hope Massdrop also adopts a policy of setting an estimated reshipment date *range*.
Again, thanks for the detailed, non-boilerplate update. I hope Massdrop continues to keep us "in the loop" (loupe?) as these pens are received and reshipped.
Cheers to all.
Nov 20, 2014
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