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It feels pretty crummy to see Massdrop starting another round of orders when there are a bunch of us from the previous drop that still have not had our orders corrected, and have had no open communication from Massdrop about when it will be resolved,
Maaaan, I wish Massdrop would make a statement. I'm very hesitant to join the drop.
I just contacted them mentioning this statement to them. This is ridiculous, I could have purchased the correct plate and had it by now. My board is just sitting there. This is unacceptable and has broke the camel‘s back for me and massdrop.
Did you try contacting them? Are did you just come to the Drop page to put a "Buyer Beware?" if you did contact them did you give them time to contact you back? I mean sending them email/contact... then waiting 5mins isn't long enough sadly. I have had no issues with massdrop when I contact them. Sadly they do require a contact thought for them to help out. They are not mind readers! I do know some of there departments only work Monday-Friday.. like most normal people do! So perhaps thats why you lack communication from them. Since its currently Saturday in the United States.
I'm in the group who was part of the initial delay (which I had to message MD to find out if I was part of the delay - they didn't bother emailing the people affected to let them know) and in the group who received the wrong plate. It's been 15 days since my last correspondence to which MD support said they were waiting to hear back from the vendor. 15 days is already much too long to keep customers waiting considering we were already delayed once. With 15 days they should have already come up with a plan and had full correspondence with the vendor. So please don't act like we aren't being patient. We're all honestly past that point, thank you very much.
Its totally possible they don't have a update while I agree 15 day's is a long time to wait.. its not unheard of. Things happen delay's happen. I ordered something on the 3rd... I am still waiting for it to be delivered even thought ordered 8-10 day shipping with it. Things happen. its easily past that window. The seller has had no contact with me about it. I don't bother calling them cause I know there is nothing they can do. As far as a plan?
What kinda plan are you wanting them to create... all they can do is contact the factory say hey you screwed up the order on some of the plates what gives? Then they have to wait for the factory to contact them back and give them information. There just as much at the mercy of the factory as you are the mercy of massdrop.
Also sure they gave you other options like perhaps to send the item back for a full refund? I mean sure it sucks but... there no reason to get upset and 15 day's is nothing. Also just to add one more thing.. massdrop deals with 1000's of customers per day with orders and support request... then it on top of that deals with all sorts of factory's and what not.. mechanical keyboards isn't there only sale category.
PS before you say I am just defending massdrop. I had to contact them just a week are so ago.. why cause my drop was wrong was missing all the switches. I contacted them on Friday... I had resolution by Monday.
There's no excuse for bad customer service. Customers are a company's lifeblood. Massdrop isn't some small company if they serve thousands of customers per day as you say, so they can't play the ignorance or small company card. And despite what you say, your tone is that of one defending these practices. You were trying to downplay the 'buyer beware' as that of one angry customer who went straight to the forums because they didn't get a response in "5mins". I proved you wrong and clearly stated that we have been waiting 15 days on top of the ~1m delay just for them to send an incorrect item with the orders. So you may want to take a step back and reevaluate the situation.
There nothing wrong with there customer service thought. Saying there customer service is bad is just one opinion.. from someone who is obviously upset. Expectations should be that if they have nothing to update people with then they shouldn't. I use to work for a company that we had to update customers non stop... customers got upset about it and we ended the practice. 99.9% of customers don't care if there nothing to be said. Give a time frame then if that time frame is not meet give another update. I noticed also that you totally glossed over the fact they most likely offered you a full refund. Given that factory's are not beholden to Massdrop's whim but instead Massdrop is beholden to there whims. One thing I have found in the keyboard community is Delay's are the norm. I set my expectations accordingly. There drop I joined its expected in Feb. I am planning for it not to come in until May or June. Why cause my expectations are that it will be delayed there will be other issues.
Bad Customer service would be them not offering you any type of resolution. They offered you a refund its a resolution but one you chosen not to accept. There for your at the mercy of the factory.. who most likely is busy working on other products and doesn't have time to run fixes for Massdrop yet. This is why I defend Massdrop. They could have given poor customer service by just saying you can have a refund... are partial credit. Then offered no alternate solution... are they could have just put as is on the listings. That way people couldn't complain at all. They could have said we will work on it while not offering a alternative solution. They didn't thought.. they offered several solutions and you picked one and now are unhappy with waiting.
Yes, I contacted support several times over the past few weeks and they do not have any information as to when it will be resolved. I'm not sure why you would write an entire post on the assumption that I didn't.
My warning is to buyers of this new drop that they may find themselves in the same situation as myself, without a complete kit and without any idea of when it will be resolved.
1) "There's nothing wrong with their customer service" - Communication is part of customer service.
2) Massdrop is not tied to the one vendor. If they can get replacement plates from another vendor faster with comparable quality then they should do that. Or, at the very least, ask that those affected send their plates back and try to send the right plates out to the right people. It doesn't matter if it was the vendor or MD who messed up the SKU labels - MD should be doing everything they can to fix it, even if it means eating the cost of buying a few new plates for those affected. Quick resolutions are part of good customer service.
3) The overall point here you constantly miss...I'm not attacking MD as much as I'm defending rpeterclark's right to put up a 'buyer beware' notice. I'm not mad about waiting - I'm mad about the lack of communication. I'm mad about what appears to be a lack of concern. You were trying to downplay it with childish retorts and I calmly explained why anyone affected certainly has the right to give warning to future buyers.
You want to defend it, fine. I don't care. I'm not mad and it's likely I'll buy something from MD again in the future. But if you are going to keep acting like a brick wall and completely miss the context from the conversation then just stop responding. It's not like you have a horse in this race, anyways.
I guess we just won't agree on this I still hold firmly to your expectations being very askew. The bottom line is massdrop isn't amazon, Walmart, or some other big box retailer. Then you still glossed over the fact people could have asked for a full refund and gotten it with out issue. As far as them contracting with another manufacture... that might or might not be possible. As far as eating cost.. they wouldn't they just pass that on to everyone else. There a company there out to make profit...
I have nothing else to really say thought this has devolved into one of those situations where neither side is going to budge and there just going to keep slinging the same thing at each other! There no point in that! so I step away. Hope everyone does end up getting there plates and this entire thing turns out amazingly.
I belong to the clique who got the wrong plate and I've had nothing to complain about regarding customer support. On the contrary. MD has responded exactly the way they should.
They've posted updates whenever there were something to update about. Both here on MD in the thread and through emails.
I knew beforehand that some plates would be wrong so it was the first thing I checked when I finally received my package. When I noticed I had the wrong plate, I filed a support ticket.
I had a reply within hours. I corresponded a little with them as well, back and forth a couple of times.
A few days later, I received yet another update and we talked a bit about the replacements. They said it could take about three weeks before they had them, but nothing specific yet.
I was offered a refund, if I wanted to, but I said I'd prefer to have the right plate.
I'm in no hurry. I leave it to them to sort things out.
Just to follow up on this thread, 4 weeks later I have received a replacement and it's the same wrong plate, mangled in shipping too. They clearly are not taking the time to properly investigate and resolve the problem. I appreciate their prompt responses lately, but it makes little difference in actually getting this corrected.
Damn. That's not good at all. :(
I'm still waiting for my replacement to arrive. Probably in transit or stuck in customs. Will post update once it arrives!