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steve
331
CEO
Dec 15, 2013
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Hey everybody, its Steve - the CEO of Massdrop. Please know that we are following this thread and every email that we get very closely. We have attempted to contact the North American distributor that supplied us with the V-Modas to see what is going on. However we have not yet received a response. In our prior communications, we explicitly asked them if the headphones would come with serial numbers, which they said yes, but we didn’t ask them (nor should it have been required) to see if the warranty cards would be included as well. Receiving them in this fashion is simply unacceptable.
We are doing several things to handle this situation:
1) We are canceling orders for anybody who has not yet received their product. This is very unfortunate and we very rarely do this, however we want to make sure that the quality of the products you receive from Massdrop is never in question. We are currently contacting UPS and USPS and will request that your product not be delivered. You will receive a full refund for the amount paid, effective immediately. In addition, we will offer you $50 in credit good towards any drop you join in the future. I know that this does not solve the situation, but it’s an additional token of apology to the group.
2) We'll offer a full, no questions asked refund (and $50 credit) to anybody who has already received their product and is not 100% confident and comfortable with their purchase. Massdrop will cover the costs of your return shipping and we'll process the refund ASAP. Just email support@massdrop.com and we will take care of it.
3) If you choose to keep your M100s, we will be available for help with any defects or issues you run into for the next two years. Please note that Massdrop is not an authorized reseller of V-Moda headphones, but our distributors are. If you have any problems with your headphones, you can send them directly to us and we’ll get them replaced, no questions asked. This is the standard policy of how we deal with all manufacturers warranties for any product sold on Massdrop.
Again, our apologies for any difficulties or disappointment that this buy has caused. We have run several hundred drops in the past and have never cancelled one, however after examining all of the evidence posted in the comments, we believe that this is the best course of action for the community. Thanks for your patience and we will update you as we continue to get more information.
Dec 15, 2013
homad
5
Dec 16, 2013
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So, when do we get to the part where you do "solve the situation"???! $50 credit & deposit to Paypal whom all bitcoiners absolutely despise. Really?! What if I don't have paypal because they fucking suck!? You going to send me some silver? Maybe some gold? You have my address...send away!

Guess i won't be using Massdrop or telling people how great it is anymore, when you guys essentially just indirectly stole potentially hundreds, if not, thousands of dollars worth of bitcoin from me, without even giving me the option to receive my package that I was expecting tomorrow.
....ok, now that I've vented: if people pay in bitcoin, they need to be compensated in bitcoin. otherwise, you can just scam us all day every day with no buyer protection whatsoever
Dec 16, 2013
BryceLombard
4
Dec 16, 2013
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@steveThank you for doing this. It really puts my mind at ease. From homad's comment, I assume you'll send the $50 to a paypal account. I don't use paypal, so what are other options?
@homadWow, what happened with your order?
Dec 16, 2013
steve
331
CEO
Dec 16, 2013
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We've been very clear with how we handle refunds for bitcoins - I've attached a screenshot of our checkout process that every single bitcoin transaction sees which explains how bitcoin refunds are issued. Massdrop does not hold bitcoins as our payment processor, Bitpay, converts them to USD immediately so as to not subject us to risk in price fluctuations.
That said, given the circumstances of this buy, I do want to make sure you get taken care of and are not adversely affected by your participation. Email me: steve@massdrop.com and we can come up with a solution.
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Dec 16, 2013
J857
52
Dec 16, 2013
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Hi Steve, thanks for the post! I think the most frustrating aspect of this whole process (my first drop), is the lack of consistent and timely communication.
My concern that's still outstanding is that Massdrop has the opportunity to make things right for customers, but is still only taking half measures. Cancelling our orders, and offering a $50 credit is more like damage control than providing an appropriate solution.
From a business side, I'm sure issuing $50 credits is less expensive than dealing with Paypal and various consumer credit companies fraudulent charges claims, as was the direction some of the drop members seemed intent on taking.
Furthermore, the $50 credit is towards another drop. It does nothing to enable me to seek other avenues in obtaining a legit, complete pair of V-Moda Crossfade M100's from an authorized dealer (a task I had already paid Massdrop to complete on my behalf).
Even the $50 amount falls short in covering the difference between the promised product, and the amount transacted. ($71). A $100 credit, NOT TOWARDS ANOTHER DROP would minimally cover the costs that would be incurred as a result of the how this drop has been handled.
Ultimately, I would like a $100 credit in addition to my refund, or Massdrop to order a set of V-Moda M100 Crossfade's from V-Moda, and express ship them. I'm sure my solution may differ from others, but I wanted to give my input. You claim to have examined the evidence in the thread and summarily decided on the best course of action for the community.
Maybe you should ask the community what they believe the best course of action may be.
Dec 16, 2013
money4me247
228
Dec 16, 2013
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@J857,
wowww, you are ridiculous. You are seriously asking for more credit vs a free set of M100?$240+50 = $290... go to amazon.com & buy your m100 for $280 and spend that extra $10 on some ice cream (b/c you need to chill bro).
How is a complete refund for your order & offering $50 credit a half measure? Considering how you personally were worrying about the product being fake, it would seem like massdrop did you a favor & protected you against fraud while giving you free credit.
If you bought a fake or defective item with your credit card and called your credit card company to dispute... the best they could do is give you a full refund... no extra $50 credit. lol. If you purchased from Amazon & received a fake or missing warranty, all Amazon would give you is a full refund. Massdrop went above & beyond to try to help us out and resolve our complaints, but it seems like a lot of people here seem to be holding onto an ungrateful, entitled attitude.
I just want to take the time to thank Steve and the rest of the Massdrop staff for offering such amazing customer service. I don't think there is any other small company around that would give $50 credit to 70 people for a mistake that their supplier made.
Dec 16, 2013
J857
52
Dec 16, 2013
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As I stated, my solution may differ from others. No need for insults. @money4me247, thanks for the math, but we don't all live in the U.S. & order off of amazon.com.
To be clear, I wasn't suggesting that we receive something something for free, nor do I really wish a credit towards another drop, as that really does not have any value unless I wish to participate further drops. It may come as a surprise to some here given the attitude, but my intent in participating in the drop was to obtain a pair of V-Moda Crossfade M-100's during the holidays. Astonishing, I know!
I currently haven't received any refund, or headphones. My solution and ask of Massdrop was honour their commitment to fulfil the drop by ordering direct from V-Moda if necessary, and expediting the delivery so we could have the product we paid for in a timely fashion. No refund necessary. Given that there have been posts in this thread 90+ days old questioning the warranty status of the product as currently fulfilled by Massdrop, this seemed like a viable solution for both Massdrop, and those who participated in the drop with a genuine intent to get the product offered.
Alternatively as Massdrop has already indicated that they are willing to handle the issue by providing a credit, I suggested an amount that would allow me to obtain the order without Massdrop's assistance, as they currently have made no indication that they are willing to source and provide us with what we had ordered.
Just looking at extending the conversation, respecting other's opinions, and ultimately coming up with a solution that works for everyone.
Awaiting further response from Massdrop.
Dec 16, 2013
ryoonc
34
Dec 16, 2013
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Thanks, Steve. My fears are put to rest, and I really appreciate you coming on here personally to respond to this fiasco. Nelson has also been e-mailing me personally and has been a real help in reassuring me that this has all been a rather large misunderstanding and that steps were being taken to make things right.
Just to be clear, for those of us who decide to keep our headphones, your assurance (you are not a representative, but instead the CEO) of the 2-year 'warranty' by Massdrop supersedes the official company policy on this specific drop?
I am looking forward to hearing what your distributor has to say. It really seems like they dropped the ball on this one, and I hope you go out in full force on this issue and maybe even get them to give you the actual serial numbers for you to send out. Who knows.
Dec 16, 2013
homad
5
Dec 17, 2013
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now that im done venting with my last post. steve, i have already been taken care of. my frustrations are mostly towards paypal/banks/military industtial complex etc. and not with massdrop. massdrop kicks ass. look foward to using my 50 credit
Dec 17, 2013
ryoonc
34
Dec 18, 2013
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I hope you got that refund back in bitcoin yesterday, today was ouch
Dec 18, 2013
TheDankWeedMan
11
Dec 17, 2016
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Just sayin its 2016, 1922 request and still no v moda. Just sayin.
Dec 17, 2016
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