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J0LT
12
Dec 5, 2017
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It would be nice to receive this before Christmas, which I originally anticipated considering the ship date. Don't know at this point though. Also, this is a significant purchase even at the reduced price point. Sure I could request a refund, but that's beside the point. The point is we all joined this drop with an expectation of receiving the product as conveyed by the terms and as such, it's not too much to ask that we be kept apprised of the situation. I'm sharing my recent inquiry sent to customer support today. Hopefully they will have some details to share. "So I received the email indicating the order would be delayed but simply put, to say that we'll be notified if the delay will be more than 30 days is not acceptable customer service. There are no details at all to understand why the delay, what the likely delay will be, when we will be notified if the delay will be more than 30 days, just nothing. This is the first time I've used Massdrop and it's not turning out to be a very good experience. This item is a premium product at a premium price, charged up front and yet no word other than a general form-letter email. The worst thing you can do to your customer base is leave them in the dark. I'm sure you must know that nothing can kill customer loyalty faster than hanging someone out to dry, regardless of the price, it's the principle that matters and that principle simply put is "SERVICE". In this case that comes down to communication, plain and simple. I can certainly guarantee one thing - if this turns out to be the type of service I can come to expect if using Massdrop, it will be the last time I participate. Please don't let that be the case, provide your customers with updates, no matter how basic just communicate at the very least. Silence is deadly...it's better to over-communicate than to sit idly by."
Dec 5, 2017
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