Showing 1 of 253 conversations about:
bradr
960
Apr 14, 2018
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EDIT - see the latest post above with compensation details for the delay based on community feedback: https://www.massdrop.com/buy/sony-wh1000xm2-wireless-noise-canceling-headphones/talk/2050289
Hey all -
I wanted to address the issue of delayed shipments and communication on this drop.
Many of the people who joined this latest drop have not received their headphones due to delays on our vendor’s end with receiving the units. We are now expecting those orders to be sent out by 4/22 (about 10-12 days delayed from the original ship date).
Because of how most drops are structured, we depend on our vendors/suppliers to send out products on the agreed upon time. While in the majority of cases this works out, delays on a given drop or shipment can happen for a number of reasons.
It’s on us to be proactive with our vendors to make sure they’re on track with each drop and to find out about, mitigate, and communicate any delays that may happen as soon as possible.
We messed up on this drop and did not get far enough ahead of figuring out there was a delay (we only learned it would be a problem on 4/10), and in not communicating it clearly and widely to everyone involved as well as we could have. I’m sorry for the poor experience with the delay, but even more sorry for not communicating more specific information and details sooner. We’re taking a look at what happened in this drop to update our process and try and avoid similar situations in the future.
As Jayson mentioned below, we’ll update you with the status of shipments on or before 4/22. Sorry again for the poor communication and experience on this drop. We’re looking forward to getting your headphones out and in your hands - in the meantime, if you have any problems or concerns feel free to reach out to our support team from the transactions page.
Apr 14, 2018
tigerali
193
Apr 14, 2018
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tldr: There doesn't appear to be any new information in this comment compared to the previous Massdrop comment/half-hearted apology on this drop.
Also in response to "[w]hile in the majority of cases this works out, delays on a given drop or shipment can happen for a number of reasons," I've literally never been on a drop that has not been delayed. When it's stuff getting manufactured, I am disappointed but I suppose I understand. On this drop though, the headphones were supposed to be already manufactured. That's why I trusted Massdrop on this. I've learned from that mistake. If you're going to play games, make that clear before we fork over our money and begin waiting.
In your comment, you mention "[w]e messed up on this drop." Your mea culpa means a lot less so far after the promised ship date, but what will you do to make up for "messing up"? I already know the answer: nothing. You should - but likely won't - consider this an opportunity to reconsider giving your customer service team more flexibility in pacifying customers when your company screws up. This includes future credit (which is the least best option and still has to be begged for), partial refunds, or expedited shipping. If you know at sometime you'll experience situations like this, why not build some methods of delighting customers even when there is a problem? This isn't an 11-star CS experience. This isn't even a 3-star CS experience.
One valuable part of purchasing from a middleman like Massdrop, or Amazon, or eBay, is that the merchant will have your back when the manufacturer screws up. Well, not if it's Massdrop, evidently.
In reference to "we’ll update you with the status of shipments on or before 4/22," can you clarify this mealy-mouthed comments from yourself and Jayson? Are these shipping on or before 4/22, or are we simply waiting for news? This information would help those of us debating on whether to continue to wait or not.
You already screwed up by missing the promised ship date for this supposedly already-made item, a little honest clarity would be more useful than customer service-speak.
Apr 14, 2018
bradr
960
Apr 14, 2018
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Hey Tigerali - Thanks for the thoughtful and thorough feedback. I really do appreciate hearing the feedback on both how we handled this drop and in the communication, as it does help us get better (believe it or not, and quickly or not). I recognize there's a lot we can do to be better at customer service, and feedback like this helps us make that happen.
This was not meant to be a grandiose mea culpa, a major update, or a half-hearted apology. It was simply meant to be an acknowledgement of the issue, a sincere apology on the pieces we failed on, and a status update stickied to the top of the post for people to see.
While I agree we have work to do on customer service including increasing the investment the company makes in it, I don't think this scenario signals that Massdrop does not have your back. I don't believe the default response to a delay for any of the three companies you listed is to offer expedited shipping, partial refunds, or future credit. I do think that a standard response, which we offer on this drop, is that you can cancel your order for a full refund as we were not able to deliver the product to you within a small window from which we initial estimated delivery. I also think that part of what gives us the ability to be better at having your back is the ability to have these conversations, and for us to communicate more clearly and openly with the community. To your point, we have not done that as well as we could have on this drop, which is part of why I wrote in this thread.
Regarding the honest clarity - I have no additional information at this time aside from the fact that our team has called the vendor, and they have told us there was a delay in shipment (specifically, on a ship coming into the US) that set them back 10-12 days. As of now, we expect the headphones to ship in that timeframe. I'm honestly not trying to hide or obfuscate anything with the above post, so sorry if it comes across that way. Let me know what other information you're interested in.
Lastly, while I do appreciate the thoughtful feedback, I don't appreciate the suggestion that I'm not being direct or open when I'm simply trying to provide information and open up dialogue to answer questions. If you have any other specific feedback on how we or I can do better here, feel free to let me know on this thread or over email: brad.ross@massdrop.com.
Apr 14, 2018
rosecoloredboy
32
Apr 15, 2018
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I just don't understand. You placed an order with a vendor and they have failed to provide what they said they could within the timeframe given. You have many, many disappointed customers left in the dark just looking for answers and threatening to cease business with you. Why are you not demanding clear answers from your vendor? Why did they offer more headphones than they had available? It's completely unacceptable to have to wait until 4/22 just for an update from the vendor when we should have already received our products. Your company should reconsider your relationship with this vendor, as many of us reconsider our relationship with you.
Apr 15, 2018
tigerali
193
Apr 15, 2018
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Apr 15, 2018
tigerali
193
Apr 15, 2018
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While I don't think your response added more actionable information, I do want to say thank you for a thoughtful response.
I take issue with a lot of things you mentioned, but particularly this: don't believe the default response to a delay for any of the three companies you listed is to offer expedited shipping, partial refunds, or future credit.
I've never, ever had an issue with Amazon in which they didn't offer one of those three things, a combination of them, and/or an extension to Amazon Prime. I didn't harp on it, as Massdrop is clearly not Amazon, but if I've reached out to Amazon support (and I've been a customer since 2001), there's never been an issue with delays or wrong products they haven't fixed with one of those four things. I've reached out to Massdrop support multiple times now about this drop, and none of those things have been mentioned.
To say that cancelling the order is a method to rectify the situation and make the customer feel better is really a poor response. It's sort of offensive, and makes me reconsider my relationship with Massdrop more than the company not reaching out would have.
Moreover, since you decided to elaborate on Amazon, their communication has always, always been much better than I've experienced on this drop. They offer chat, they are very quick to respond, and as I mentioned they offer to try and make it up when there are issues out of the customer's hand.
To further elaborate, I think your team sees Massdrop as a community, but I'm not here for community - I'm here for a transaction (a transaction in which you've already taken payment, I'll remind you, so I think all of us paying customers are entitled to clear information). Perhaps your initial comment, and reply work in the context of a community, but if an Amazon rep had come back with a response like your reply, I'd be asking to speak with their manager.
In any case, it does seem like as a merchant, you should be working more to delight your direct customers, while demanding answers from your manufacturer.
EDIT: I just tried to buy a blu-ray on Amazon using credit card points. I made the order, cancelled because the shipping speed was wrong, and then couldn't use my points. I contacted Amazon chat support. They told me that my points would be returned in 12-24 hours. Fine by me, just wanted to make sure I'd get the points back. Apropos of nothing as I was getting ready to finish the chat, they kicked in an extra $5 courtesy credit since I'd have to wait to re-order using the points.
Apr 15, 2018
tcz2515
47
Apr 15, 2018
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Massdrop had our payment, transactions happened, that's like a contract. Well I totally don't agree that a STANDARD RESPONSE when you breach your contract for a delay of so many days is just for your customers to CANCEL ORDERS AND GET REFUNDS. For those who cancelled their orders because of your inability to fulfill their orders, you wasted their time and totally destroyed their experience. At least you should provide some kind of curtsey points or credits.
Also I had similar experience to @tigerali , I had a previous transaction at Massdrop which was delayed by 2 month. I think you really need to take care of your ability to fulfill your orders in a timely manner.
Apr 15, 2018
DanielToubul
44
Apr 15, 2018
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What about a compensation? What about a more strict timeline? There are no taking real responsibility for this charade, should I remind everybody and Massdrop in particular that we have already paid and didn't got any product? this is preposterous and shaking.
Apr 15, 2018
UpsetHeadphone
58
Apr 15, 2018
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Will these be overnight shipment?
Apr 15, 2018
Dojoo
94
Apr 15, 2018
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To say that you can cancel is not a good way to handle the situation. During the eBay spring sale, I could have bought those headphones for $16 more than massdrop, but due to the lack of communication until the shipping date and no option to cancel I was actually stuck with massdrop. Now after all of this, telling us "hey we are sorry, if you don't like it you can cancel" is very insulting. I understand that delays happen, and at this point I really don't have any options other than wait, but reading the comments between massdrop and the community it is clear that your putting everyone in this drop in a deal with it or cancel position.
Me personally I really don't want a discount nor anything free as I learned from my experience here, but if I may I would suggest a different approach in the future, maybe ( hey we are sorry something happened out of our hand, between now and the 22nd we will be updating everyone in the drop mid week on a weekly basis. We understand that the delay may have put you in a tough situation and would like to offer everyone and option to cancel with a 15% discount code for your next purchase on massdrop ( so you won't lose as many people as you are going to now) or an option for expedited shipping for everyone staying in the drop).
Anyway I am hoping there won't be more delays. Fingers crossed.
Apr 15, 2018
STJ23
23
Apr 15, 2018
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For everyone involved or who was apart of the drop - there should be some incentive for all consumers. The poor communication and interaction with the consumer base was a possibility of deterring future opportunities for MASSDROP. It's possible best business practice to assist and/or provide an incentive in my opinion. I feel bad for the first time consumers who had to deal with the harsh reality of waiting for an item, and only having to wait nearly a month+ for something they expected to receive in a week, is now taking almost a month or more. Hopefully, in the future, MASSDROP can inform and communicate with consumers a little more so we can have a better understanding rather than negative backlash. But thank you for the update, however, hopefully something can be done this time around, and hopefully preventative measures will be taken for the future.
Apr 15, 2018
tigerali
193
Apr 15, 2018
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Totally agree that this has been a waste of time. Simply canceling the order doesn’t make up for the time spent waiting.
The more I think about the suggestion we just cancel, the more offended I am.
Apr 15, 2018
Hitmonchan
16
Apr 16, 2018
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Yet another empty apology. I have definitely learned my lesson and will not spend another penny with Massdrop no matter how great the deal may seem.
No bargain is worth this company wasting your time. The only solution they are offering as a repsonse to the delay is a refund of your money after a month of waiting with NOTHING in return. This is a HUGE insult to the consumer as it shows that they do not really care about your business at all.
I have learned my lesson and I will never support Massdrop again. Actiosn speak louder than words so if Massdrop really does care about their consumers and their community, they will do something to rectify their mistakes. I refuse to give my money to this company ever again in the future (Not that they care)
Apr 16, 2018
chris.k
58
Apr 16, 2018
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I want to chime in with another perspective on your response to the delay. I sincerely appreciate your detailed and thoughtful response. It seems as though you are genuinely interested in providing a good experience for your customers.
Not to take away from anything I just said, I also strongly disagree with one of your beliefs. You said, " I don't believe the default response to a delay for any of the three companies you listed is to offer expedited shipping, partial refunds, or future credit. " Literally ever other company I work with offers some kind of compensation (expedited shipping, partial refunds, or future credit) when they are unable to fulfill their end of a business transaction.
You are welcome to manage your company however you see fit. However, you should understand that so long as your only response to this situation is a written apology, you have lost me as a customer.
Let me be extra clear on this point. You've already lost at least one additional sale. I was ready to pounce on the Hasbro Scrabble keyboard drop, but chose not to because of this situation. I don't plan on buying anything else through your company after this transaction completes.
So again, thank you for coming into this discussion thread and engaging with us customers. You still have an opportunity to make this situation right.
The ball is in your court.
Apr 16, 2018
pinetree76
76
Apr 16, 2018
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I'm sorry your vendor (or your vendor's vendor?) screwed up, but our transactions are with you, not them. It's your estimated ship date. It's your name on the credit card bill.
I don't expect things to never go wrong, but I expect that when they do, the company will attempt to make things right. Basic, commonsense things like upgrading delayed orders to expedited shipping to minimize the delay. Or offering a future discount or credit when that isn't possible. Support has offered me a small credit, but this sort of thing should have been the first thing that happened, not something we have to badger support for individually. Please offer at least the same token credit you've given me to everyone who has been delayed.
Apr 16, 2018
bradr
960
Apr 16, 2018
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@tigerali @Hitmonchan @STJ23 @Dojoo Thanks everyone for the feedback and responses. I hear you loud and clear - our handling of this situation, and policy around compensation for delays isn't meeting your expectations and isn't good enough customer service. While Massdrop is a unique in how it gets drops and products, often at good deals (it can take weeks to be sent via vendors), the fact that there's an extra factor or wait involved doesn't make it ok when there's a delay - in fact, it is worse because you've already been waiting weeks for it only to find out there was a delay.
I'm meeting with the leadership team involved to discuss the above feedback on this drop and our current policies around these types of issues. I really do appreciate your willingness to share your feedback - for every one person who writes here, there are several more+ who feel similarly, and the feedback helps to show various members of the team where we have a lot of room for improvement.
Apr 16, 2018
Dojoo
94
Apr 16, 2018
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Thank you for taking our comments as a feedback.
Apr 16, 2018
nabach
33
Apr 16, 2018
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Thanks for the note.
Apr 16, 2018
ktkundy
15
Apr 16, 2018
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Thank you for listening
Apr 16, 2018
STJ23
23
Apr 16, 2018
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Bradr- we appreciate the response back. All we wanted was communication. Hopefully this issue can be resolved sooner. I'm actually really looking forward to the Headphones, while still anxiously waiting.
Apr 16, 2018
UserYourName
19
Apr 18, 2018
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Thanks for actually listening after so many comments as I was utterly disappointed with my first Massdrop purchase on these headphones.
However, actions speak louder than words and it appears in one comment made by pinetree76 in response to your original response, some folks received a small credit of compensation for their efforts to call into support. I hope that you and the leadership team will provide some sort of credit or action to compensate the lack of "good" customer service. I'll be sticking to Amazon and other retail outlets until your actions speak louder than your words.
Apr 18, 2018
robo24
81
Apr 18, 2018
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Apr 18, 2018
chris.k
58
Apr 19, 2018
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Hey Brad - It's been three days since you said you would meet with the leadership to discuss this drop and your compensation policies. Can you share any updates?
Apr 19, 2018
bradr
960
Apr 19, 2018
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I'm meeting with a few people who are involved with this drop today (was actually gonna be yesterday, but someone was out sick) to go over this drop in particular, the above feedback, and our current policy, and come up with what we want to present to leadership team. I expect we'll be able to share that with them early next week (to be specific, the main people we need to discuss with are the executives in charge of product sales and logistics/CS).
I don't have any firm expectations around if or what changes would be made from that, yet, but I will say that I've been here about 12 months now, and when I first started I was able to get us to layout a clearer policy around Massdrop made products pretty quickly (which as noted above are a bit different, as they are often sold during pre-launch with different lead times and expectations). That said, this will need to be a continuous effort to make improvements to our response and policies, not just for this drop (which may or may not be) possible, but for future drops. We have lots of work to do on this front - thank you for the open conversation and feedback, and for being clear about where we need to do better. It really does help make it possible for us to discuss these things as a team, and work to make Massdrop better.
Apr 19, 2018
chris.k
58
Apr 19, 2018
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Thanks for the update, Brad.
Wanted to share something with you. I emailed support to see if they would be willing to upgrade my order to expedited shipping. This would be helpful because I'm going on a cross-country trip next week and would love to have the headphones for the long flights. My request was denied with an explanation that Massdrop's policy dictates that a two-week delay doesn't warrant any kind of compensation. I'm including my reply here because it might be useful for your future policy conversations.
---
While Massdrop did not cause the delay with the vendor, Massdrop is ultimately responsible for the outcome.
Please understand that I did not ask for expedited shipping because another customer received a coupon on future orders. I asked for expedited shipping because I wanted to give you the opportunity to make things right. I'm sorry to hear that you have chosen a different path.
Your policy is inappropriate for this situation. A two-week delay might be acceptable, for example, when a customer orders prior to the manufacturing phase and shipment is coming from overseas. Adding two weeks to a 4-6 month only adds 8%-13% to the total wait time. That's not good, but it's within reason. In this case, adding two weeks to a 2-3 week delivery date increases the wait time by 66%-100%. That's not okay. Furthermore, this order was not for a newly manufactured item exclusive to Massdrop. Other retailers have the same product available to be delivered overnight.
The decision not to compensate the affected customers on this drop is wholly unacceptable. You've lost customers because of this policy -- including me. As it currently stands, I will not be returning to do business with your company again and will actively warn others about your policies.
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And please note, Brad, that I sincerely appreciate the work you're doing to fix things. I'm sharing this with you to provide you with all the information I can to help you in your quest. Good luck!
(edited for grammar)
Apr 19, 2018
rf9661
8
Apr 20, 2018
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I love your response and I totally agree with what you wrote.
Apr 20, 2018
DanielToubul
44
Apr 20, 2018
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True, as matter of fact I was waiting for these eagerly, spending so much time and thought on when I will get those and how can I make it faster. A customer shouldn't be so worried when he paid, he/she should feel safe and happy with their purchase. I had purchased items via drops at Massdrop 4 times already, but this one drop was a hell.
Apr 20, 2018
ktkundy
15
Apr 21, 2018
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Some people said that the headphons they received were already used. But I can't find anywhere does it say used or referbished. Can you help clarify please?
Apr 21, 2018
nabach
33
Apr 21, 2018
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Can you please confirm that the headphones we are receiving are new ones and not refurbished or returned by other customers?
Apr 21, 2018
bradr
960
Apr 21, 2018
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@nabach @ktkundy Confirmed. These are new headphones, if they were refurbished it would have been stated in The drop name and description.
Apr 21, 2018
Shagmar
Apr 23, 2018
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It's 4/23 and no shipment email and no update from Massdrop...what's going on with our orders? This is completely unacceptable as this is twice within a single drop you guys are not communicating to the community...
Actually forget it...I'm seeing people are receiving used product which is also COMPLETELY unacceptable so I'm cancelling my order and my account with Massdrop. This is been a horrid experience all around and I fully plan on telling everyone to stay away.
Apr 23, 2018
sfmel13
3
Apr 23, 2018
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Have not received any tracking number at all or communication. Can you please contact me on what's going on with my order. Thanks.
Apr 23, 2018
UpsetHeadphone
58
Apr 24, 2018
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If we look at @Jaysun post they are still within their timeline. "4/22 is still the timeline > or until all the orders have shipped out." We are at the until all orders have shipped out phase, which by all accounts can last for another 1-12 months. Remember some of us are reporting up to 7 days to ship once we receive some type of notice on top of that there is one report of the headphones being refurbished. At this rate the next interation of these headphones will be out and the $100 saved will be meaningless. Its not worth the wait any more because many of us purchased in advanced based on the initial timeline for planned trips and other activities.
Apr 24, 2018
DanielToubul
44
Apr 24, 2018
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not quite, I think he meant that its 22/4 or until they will ship , means : that the headphones might ship before that.
Apr 24, 2018
Pdavejan
5
Apr 24, 2018
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Another day and still no word from neither you or any other staff, my ticket has been ignored for the past two days. At this point I feel as though your hiding from your shame because you failed to meet a commitment to your customers. Just bite the bullet, tell us where our product is , we all paid for it already, you have our money. At least have the decency to not be so dodgy in your customer service .
Apr 24, 2018
Blisbmb
24
Apr 24, 2018
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Exact same thing for me Massdrop officially the worst company I’ve had to work with . No answers on when it will arrive, no answers from customer support to cancel my order. I will not be buying from hem again and will ensure no one I know does either. I would quickly be fired if I treaded my customers this way.
Apr 24, 2018
maummee
3
Apr 24, 2018
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This does not smell good. No product and no updates as promised. Looks like we are dealing with MassFraud.
Apr 24, 2018
bradr
960
Apr 24, 2018
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Hey maummee and @Nb2d - see the above post. https://www.massdrop.com/buy/sony-wh1000xm2-wireless-noise-canceling-headphones/talk/2050289 Sorry for the additional wait in getting this update out.
Apr 24, 2018
robo24
81
Apr 28, 2018
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My headphones have not moved in 11 days and USPS is still waiting for it to get to them from FedEx. Since it's parcel post, it will be another 4-6 weeks so if I'm lucky I'll have them 3 months after Massdrop charged my credit card and am guessing the warranty will be partially used up by then. Just livid at this point! Was this worth saving 25 bucks? F--- No!
Apr 28, 2018
Shagmar
May 1, 2018
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I was finally able to cancel my order and now requested my account closed. This has just been a complete waste of my time.
May 1, 2018
robo24
81
May 3, 2018
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They did arrive yesterday which was a day earlier than the estimate. Still took nearly 3 weeks once shipped. Headphones are a nice step up from the MDR-1000x. Sound is better as is noise cancelling. Still prefer the sound of the Sennheiser PXC 550.
May 3, 2018
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