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Mark
3186
Admin User
Oct 15, 2013
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Bluebird32
7
Oct 16, 2013
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MarkHi mark thanks for the update, not really sure what to suggest with regards to the solo. Maybe in future it might be worth asking arizer roughly how many orders they can produce for massdrop over each week, that way you might have an idea on roughly how long they would take. Tbh I would of expected them to have sent out the order well before this, I'm a little dissappointed with them for the delay. Have they done this for the orders placed with them elsewhere?it made me question if they delay is just for md customers,& if I had placed an order with arizer would it have arrived by now.
Thanks for the updates md my fingers are crossed that it won't take too long,
chananelb
10
Oct 17, 2013
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MarkHi Mark
When I place an order for something I expect to receive an estimated shipping date and if the product hasn't shipped by the shipping date or soon after I expect a discount, rebate, or at the very least the option to cancel my order at no charge.
In the future I expect Massdrop to discuss with manufacturers/suppliers how long it will take to fill orders of different sizes before the drop is started or at the latest before it is closed. This information should be prominently displayed on the drop page with a list of consequences for delays of different lengths (discount/refund/etc).
For future Arizer drops I would definitely add a caveat to the drop information that in the past Arizer have taken x days/weeks to ship orders so that we'd at least be aware of the expected delay.
As Massdrop is still new I am assuming that you are still learning and I am happy to wait the extra few days/weeks for the discount but if the happens again without advance warning I doubt that I'd return to Massdrop again.
In the future I expect Massdrop to discuss with manufacturers/suppliers how long it will take to fill orders of different sizes before the drop is started or at the latest before it is closed. This information should be prominently displayed on the drop page with a list of consequences for delays of different lengths (discount/refund/etc).
For future Arizer drops I would definitely add a caveat to the drop information that in the past Arizer have taken x days/weeks to ship orders so that we'd at least be aware of the expected delay.
As Massdrop is still new I am assuming that you are still learning and I am happy to wait the extra few days/weeks for the discount but if the happens again without advance warning I doubt that I'd return to Massdrop again.
Oogabooga
5
Oct 19, 2013
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chananelbI think that the above poster channelb raises a lot of good points. I was suggested to enter this drop by some friends who had good experiences with this website. I happily signed up, signed onto the drop, and started waiting. I even purchased a wooden accessory for my Arizer Solo that has already arrived. What is funny about that is that vendor and I had difficulties processing some credit card information and it took about a week to sort out. I promptly received the piece expecting that, you know, within two or three weeks I would receive the far more pricey product that I had ordered.
While I understand that a lot of the fault of this falls upon the collective heads of Arizer I have to stress that the behaviour of MassDrop, such as relative silence, is dismaying and will probably dissuade me from offering too much of my business in the future. I've received lots of emails promoting upcoming drops but I haven't received a single email about my specific order. As a customer I have always valued open communications with whom I am doing business and MassDrop has let me down.
While I understand that a lot of the fault of this falls upon the collective heads of Arizer I have to stress that the behaviour of MassDrop, such as relative silence, is dismaying and will probably dissuade me from offering too much of my business in the future. I've received lots of emails promoting upcoming drops but I haven't received a single email about my specific order. As a customer I have always valued open communications with whom I am doing business and MassDrop has let me down.
Jondoe1221
9
Oct 19, 2013
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OogaboogaI couldn't have said it better myself. I'm in the same exact situation as you.
Mark
3186
Admin User
Oct 20, 2013
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OogaboogaHi Oogabooga,
I posted a rather long explanation of the situation 3 days prior to your potsing, I'm not sure how that equates "relative silence".
I think a lot of people may not appreciate that we work in a business-to-business (B2B) framework. We place our order with Arizer, and they tell us "okay, thanks, here's the invoice, we'll ship you your product when we can, it should be 1-2 weeks."
The world of wholesale B2B is very different than the customer-service friendly B2C world. Margins are thin and as such, you get literally zero customer service, and have little to no bargaining power. If we were to demand shipment on our order, Arizer will likely refund our money and say "thanks but no thanks.". We have to twist arms at manufacturers and distributors to get them to work with us on a group buy, with the majority of companies simply saying "no, we refuse to work with you (i.e. PAX)".
A regular retailer shields the customer from this experience, because they deal with this months in advance, finally receive their product, put it on the shelves, and then they start to sell it. They're able to deliver the product promptly with a smile. Their profit margin is about 5 times larger than ours to provide this "service" to you.
Massdrop isn't a flash sale, or regular e-commerce site with great deals on products in inventory. We're a group buy service where we're connecting the group directly with the wholesale market for a product. This creates a sale where one previously did not exist; not through clever product promotion (manufacturer rebates), retail marketing tactics, but via operational efficiency. Unfortunately that comes with the nuances (and politics) of the wholesale market.
TLDR; bag of chips costs $3.00 at the corner store, there's no line up, and you get it immediately. Or wait until the weekend, line up, and get it for $1.50 at Costco - but you have to buy twenty of them - and they only carry three types every month so you have to wait until they have the right one in stock.
I posted a rather long explanation of the situation 3 days prior to your potsing, I'm not sure how that equates "relative silence".
I think a lot of people may not appreciate that we work in a business-to-business (B2B) framework. We place our order with Arizer, and they tell us "okay, thanks, here's the invoice, we'll ship you your product when we can, it should be 1-2 weeks."
The world of wholesale B2B is very different than the customer-service friendly B2C world. Margins are thin and as such, you get literally zero customer service, and have little to no bargaining power. If we were to demand shipment on our order, Arizer will likely refund our money and say "thanks but no thanks.". We have to twist arms at manufacturers and distributors to get them to work with us on a group buy, with the majority of companies simply saying "no, we refuse to work with you (i.e. PAX)".
A regular retailer shields the customer from this experience, because they deal with this months in advance, finally receive their product, put it on the shelves, and then they start to sell it. They're able to deliver the product promptly with a smile. Their profit margin is about 5 times larger than ours to provide this "service" to you.
Massdrop isn't a flash sale, or regular e-commerce site with great deals on products in inventory. We're a group buy service where we're connecting the group directly with the wholesale market for a product. This creates a sale where one previously did not exist; not through clever product promotion (manufacturer rebates), retail marketing tactics, but via operational efficiency. Unfortunately that comes with the nuances (and politics) of the wholesale market.
TLDR; bag of chips costs $3.00 at the corner store, there's no line up, and you get it immediately. Or wait until the weekend, line up, and get it for $1.50 at Costco - but you have to buy twenty of them - and they only carry three types every month so you have to wait until they have the right one in stock.
Mark
3186
Admin User
Oct 20, 2013
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chananelbThey were quicker with the last group-buy than this current one. But in general, manufacturers always quote reasonably wide delivery dates and then fulfill when they can. It's very hard to get much clarity on the exact dates beyond that.
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Still haven't gotten a status update from Arizer about your shipment. Despite this being the third groupbuy that we've run with them, it still seems to be taking a long time for them to process the orders.
We're not sure how we want to handle this in the future and would value your input. We're doing everything we can on our side to try to make this as fast as possible but unfortunately the vast majority of the delay comes from the time we place our order with Arizer, to when we receive the product from them.
We're starting to expect Arizer Group-buys to take 3-5 weeks from end-to-end, and that's not the norm for Massdrop, should we still be running these (with the understanding that people are going to be antsy about the wait), or should we move on and run buys with other companies instead?
Thanks for the input!