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Varmilo were running short of the black keycaps during the production process. Since dark grey PBT keycaps is standard default backup substitute keycaps for most of their distributors, Varmilo decided to go ahead and fulfill the rest of the order with the substitute. We are waiting to hear back from Varmilo on the production schedule for the black keycaps.
It's rather undesirable for decision like this to be made without our consent. Regrettably, as a result we were unable to notify everyone of this development as it happened.
If your order is affected, please be sure to contact Massdrop Support. We'll take care of the problem for you right away.
I understand why it can be upsetting to receive an incorrect purchase. We do our best to make sure all the appropriate measures and check points are in place to ensure 100% order accuracy. Based on the internal stats we track, we know we are also getting exceptionally good at it. Unfortunately, there'll always be some edge cases that slip through the system and causes problem, and this is certainly one of them.
Having said that, once a problem is identified, we will always be right there taking care of the problem head on just as we've always done. There's nothing to worry about, as I am sure many Massdrop community members can attest to.
"Henry,
Thank you for the response.
If I choose to return the keyboard for a full refund, will you send me a prepaid label all I have to do is print out and affix to the box, or do I have to pay freight back to you (is it New Jersey)?
If I choose the keep the keyboard and take the $25 credit option, is that applied directly to my credit card? How was the value of $25 determined?
Assuming I choose to receive the original caps I ordered, what is the earliest I would receive the caps? I understand Varmillio may not even know yet. I will not decide the above without understanding the timeline potentiality for these backordered black caps. Backordering is such a ubiquitous quagmire term and could mean anything. Is MassDrop Varmillio's number one next customer to receive the black keycaps once they are made? Or are there massive orders in front of MassDrop? Is Varmillio even capable of manufacturing the black keycaps at this time today or are their vendors giving them supply problems as well? Varmillio needs to respond to you today or in an extremely expedient manner with a firm date of MassDrop's receipt of the correct number of black keysets they willfully did not send (I was 109th out of 153, does that mean if the next 44 people ordered black keys they were defrauded as well?). Perhaps try for estimates on the first 12 sets, 24 sets et cetera.
I can't believe Varmillio's business practice is to ship out incorrect items to their customers especially without prior notification or approval. If they have a preexisting agreement with distributors to do this that's one thing, but as you infer they did not have that agreement with you. Without a prior agreement this is a fraudulent business practice.
As this fraud directly affects me I would like to be kept abreast of your discussions with Varmillo regarding this serious issue. I would like to know what MD and Varmillio will implement to prevent this from happening in the future. I would also like to know what MassDrop will implement to prevent this from happening with any other future vendor order within your catalog of products or realm of operations. Please update the Drop Discussion Page with this information as it is decided or comes to fruition as well.
Regards, LT"
There's quite a few incorrect speculations in your post. And I'd like to clarify as many points as I can.
First of all. There is no fraud going on. This is simply miscommunication and a misunderstanding of the priority. Because of the supply volatility of some of the components of the product, they mistakenly decided to prioritize lead time over the correctness of the order.
Credit where it is due, Varmilo did ship the keyboard more than a week ahead of schedule. Varmilo and Massdrop have a very close working relationship, we all understand the importance of building trust within the community. We are both fully committed to have this problem resolved.
If you prefer to not keep the keyboard, we would issue you a pre-paid shipping label. And have the charges refund back to you immediately once the keyboard is received. It's always our priority to ensure members received the order as intended. And we will be more than happy to assist however we can .
$25 dollars is being offered by Varmilo as a gesture for the misunderstanding and the inconvenience. And this option is available to you if you decide to keep the keycaps as is.
In the meantime, we are also coordinating with Varmilo to understand the production schedule for the black keycaps. Varmilo leverages a contract supplier for the keycaps, it will inevitably take some time to know exactly what the schedule is. We will have a call with them later today to see if there's any new updates. If this becomes a viable solution and if you prefer this option instead, we can have the black keycaps shipped out to you, you can still keep the original grey set as a back up.
We will definitely do our best to resolve this fairly and quickly. We'll update again once we hear back from Varmilo.