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Showing 1 of 178 conversations about:
NoThankYou
87
Dec 26, 2014
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Massdrop intentionally does this. All the time. I am returning this pen to make a statement - stop lying to your consumers.
That update about converter cartridges coming into the warehouse was fabricated.
Consumers should not find out about partial shipments as they open their packages. That is disrespectful, and extremely shady. I spent $35 on a pen and now feel like I got the short end of the stick in a bait-and-switch drug deal.
A major reoccurring theme with Massdrop is the "well, we can't do anything about it, so we might as well just not tell you guys" mentality around the updates of items that are not meeting their expected shipping dates or are lacking secondary/tertiary items.
It needs to stop.
Dec 26, 2014
JonasHeineman
5987
Dec 28, 2014
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NoThankYouHi @NoThankYou,
Thanks for taking the time to send your comments to Customer Support, we're always trying to improve our service and member feedback plays a big role in that process.
While there may have been one or more shipping errors, there was not false or misleading information given at any point during this transaction. Massdrop does not intentionally do this. Ever. I'm sorry that you have this impression.
It will be hard to figure out what did happen before the holiday weekend is over, but I will definitely look into why the order shipped without converters next week.
I'm sorry that you didn't have a positive experience during this transaction, thanks again for bringing this to our attention so we can address the current problem and avoid repeating it in the future.
Dec 28, 2014
Mark
3186
Admin User
Dec 28, 2014
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JonasHeinemanJonas has escalated this issue with me, and to clarify for everyone, we will absolutely make sure that you get the converters that you ordered. It's a giant screw-up on our side to ship these without the converters and our incompetence is very costly, both in terms of the additional costs of shipping a second package, and more importantly, the loss of your confidence in us.
We're working on building more checks and balances into our fulfillment process and these mistakes will hopefully be ironed out soon. For those of you who continue to be patient with us while we solve these issues, we highly appreciate your support. For those frustrated with the experience, we completely understand and hope that you give us another chance in the future.
Dec 28, 2014
ZALHERA
843
Dec 28, 2014
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MarkI am glad to hear that action is being taken. I had ordered many things from Massdrop before and this is the first time I experienced Massdrop messing up a shipment for me. It was an odd case out of my previous satisfactory transactions, so I am personally glad to hear that the staff is taking responsibility for the blunder.
Dec 28, 2014
NoThankYou
87
Dec 28, 2014
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JonasHeinemanHi @ JonasHeineman ;
My apologies for being abrasive with that last comment. It was rude of me to be so aggressive with my accusation. I hope you see the validity in my otherwise inappropriate sentiments.
Dec 28, 2014
dms525
78
Dec 28, 2014
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MarkExplicitly accepting responsibility for the shipping error is nice.
<rant> From the customer's perspective, shipping a multi-item order in more than one package is not unusual. What was not acceptable was the long delay in communication and assurance that the items missing from the first shipment would be forthcoming.
At this point, it is apparent that shipping our pens without the ordered converters was not planned. I raised questions about this as soon as I got a shipping notification, while Jonas was saying the converters were not yet in your hands. It took you way too long to respond to the multiple expressions of concern. Hopefully, you have learned something and will modify procedures to prevent reoccurrence of this sort of thing.
Again, the moral of the story is: We all make mistakes. Rapid recognition of them, candid communication and expeditious error correction engender positive customer feelings. The appearance of stonewalling breeds negative customer feelings. </rant>
P.S. You still haven't said if you have received the converters and, if not, when you anticipate getting them.
Dec 28, 2014
JonasHeineman
5987
Dec 29, 2014
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NoThankYouHi @NoThankYou,
Thanks for the reply, but there's no need to apologize. Your frustration is totally justified, and if you felt mislead then it's our fault for not providing transparent and timely updates.
We'll continue to work on eliminating issues like this as much as possible, and to respond quickly and clearly when mistakes happen. Your feedback helps us to do both of these things.
Beyond that, members' high expectations for the quality of products and service Massdrop offers is both the most rewarding and most challenging aspect of being a part of the community as an employee, and one that I appreciate very much.
I will work with @Mark and our Customer Support team to make sure the converters are delivered ASAP and keep you all updated in the process. Thanks again for your patience, and also for using the discussion to help us resolve this for everyone.
Dec 29, 2014
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