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kunalkumar
3939
Outreach
Nov 9, 2016
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Update Discussion Thread: https://www.massdrop.com/buy/massdrop-sennheiser-hd6xx/talk/1569418
--------------------------------------- Hey guys,
Want to give @AlexPeterkin a break as he has been powering through all of the questions since 5am this morning. All comments have been read and Alex has escalated everyone's comments internally so we are aware of all issues that community members are facing.
Please bear with us as we are still going through all the transactions and should have an update for the community tomorrow.
If you'd like to see the first update please take a look at this link: <https://www.massdrop.com/buy/massdrop-sennheiser-hd6xx/talk/1566882>
Thank you!
Nov 9, 2016
Hansen
84
Nov 9, 2016
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kunalkumarDon't cry Alex!!
Nov 9, 2016
Bjord
135
Nov 9, 2016
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kunalkumarI think you guys are handling things very well. Please don't be too disheartened by the people who are less than understanding in the comments. Many of them seem to forget that Massdrop isn't an Amazon sized retailer and doesn't have the scaling capacity or man power that a multi-billion dollar company does.
Nov 9, 2016
tomoki_here
63
Nov 9, 2016
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kunalkumarSo uh.. I'm getting redirected back and forth from your two links. What's the actual update supposed to be or is this it?
Nov 9, 2016
khanhnn00513
19
Nov 9, 2016
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kunalkumarYou guys should be proud as you can bring back a legendary headphone. I'm in the list of missed out people, and feel pity as well as I couldn't have chance to get one; but I still hope that another drop will be open soon, with improvement after this issue :D
Cheer up!!!!
Nov 9, 2016
kunalkumar
3939
Outreach
Nov 9, 2016
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tomoki_hereThis is the most current update right now.
Nov 9, 2016
Durza
90
Nov 9, 2016
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BjordRight on bjord! Unfortunately, our opinion is probably the minority. I posted a supportive comment like yours earlier and instantly got flamed for it...
Nov 9, 2016
riallin
11
Nov 9, 2016
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kunalkumarDo you have an answer yet on what the status is for people like me who never got an email, have nothing in our transactions page, are still stuck at the payment submission page (green submit button spinning strongly for >16 hours now), but have a $1 charge & subsequent -$1 chargeback on our credit card? Is there hope for us?
Nov 9, 2016
AlexPk
7196
Community
Nov 9, 2016
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HansenHaha thanks! They're just kicking me out for awhile. Will be back bright and early.
Nov 9, 2016
Bjord
135
Nov 9, 2016
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DurzaI think a lot of people were just frustrated and were venting. Although sadly some people seemed really entitled like they deserved the headphones just because they woke up. Well, sadly mistakes happen. The truth is Massdrop will be better in the future because these are the kinds of mistakes that you learn from and improve upon. I think it's reasonable for people to be upset when they're let down but I was personally shocked by how many people were acting like children who didn't get the gift they asked for for Christmas.
Nov 9, 2016
kunalkumar
3939
Outreach
Nov 9, 2016
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riallinWe are still going through the transactions and will have more answers tomorrow.
Nov 9, 2016
apparat
9
Nov 9, 2016
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kunalkumarAt this point, you should be able to at least state what your policy decision will be regardless of finishing a review of the transactions or not. For instance, if an individual has a valid charge of funds in the amount of $1 on his/her credit card account that was later canceled/returned by your organization at say 0604 PST, what are you going to do about this? The drop was certainly not filled by 0604 PST. Therefore, how do you plan to rectify this decision as you accepted orders placed after said time?
Nov 9, 2016
AsHperson
7
Nov 9, 2016
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AlexPkYou are an awesome support guy along with the rest of the team, keep it up guys!
Nov 9, 2016
justforfun
75
Nov 9, 2016
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DurzaI wanted to post a supportive comment too but then i saw many are flamed so... didnt bother. But please this is NOT millions nor even thousands dollar deal that you worked for months then got shot down in what two hours?
Thank you massdrop for making it even possible for us all. If it doesn't work out for us then we're sorry but other than telling us that "it is possible to purchase hd650 for half price but beware theres only 5k units for 15k requesters so there could be problems (you've been on the Internet long enough to anticipate problems when facing this kind of situation) but youre welcome to try if you want, it is not like we're under binding contract so..." you dont owe us anything.
Nov 9, 2016
indi_guy
163
Nov 9, 2016
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kunalkumarI have 81 $1 charges and reversals on my CC ...but all's well that ends well. Cheers!
Nov 9, 2016
kunalkumar
3939
Outreach
Nov 9, 2016
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apparatOur policy in all cases on Massdrop stems from fairness because we believe in providing the community an even playing field. Unfortunately, right now I cannot provide you with a decision in your particular case because I'd need to know more particulars into what exactly happened on both your and our end.
We are still waiting to get a full understanding as we plough through the transactions one at a time. Alex, meanwhile, has already escalated your particular concern and we are aware of the request.
Nov 9, 2016
apparat
9
Nov 9, 2016
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kunalkumarThank you. For some reason there were 16 charges and returns on my account. According to Chase the first occurred at 0604 PST. I'd be willing to bet that was even within the first 500. Now, I'm not sure why your organization canceled the purchase and approved one's occurring at a later time for others.
Nov 9, 2016
emoji
145
Nov 9, 2016
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Nov 9, 2016
Cooties
54
Nov 9, 2016
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emojiWas that article written by someone that has never seen a pair of headphones before or even speak English as their first language?
Nov 9, 2016
Badmutha
80
Nov 9, 2016
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BjordMost of the people that upset and venting about it are first time buyers on the website. Honestly they had no idea what to expect. I'd be pretty pissed if i didn't get a pair too considering my paypal transaction got approved but didn't hear anything from MD until 8 hours later. This was 6 minutes after the drop had started mind you.
In my opinion they should have prioritized the community on Massdrop that used the site beforehand and not just for this drop, like a staged release of sorts. It would have been easier on their servers and loyal customers would have gotten their pairs earlier.
Nov 9, 2016
Levvy
78
Nov 9, 2016
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kunalkumar@kunalkumar Hi, I have joined the drop within few minutes however I couldn't get pass the credit card NOR the paypal page. Would my action be recorded? As there was no record in my transaction profile, no emails, no etc. When I managed to join, the drop was still below 550s, even after multiple clicks until it slowly went to 600+ and 1000+.
Nov 9, 2016
Zen270
0
Nov 9, 2016
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kunalkumarThanks for the update! I never asked, but my card was pre-authorized and I still don't see anything under my Massdrop transactions.
Will I eventually see this? :/ I tried for hours.
Nov 9, 2016
VibroLabs
54
Nov 9, 2016
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kunalkumarHey guys. I submitted my order at 9:00 AM EST when the price was $249 USD and got about a dozen OOPS! pages. Then tried again at 9:05, 9:10, 10:00 and I believe 10:15. Nothing went through. Sad days.
During this process I wondered why you didn't have credit cards stored in account info, collect opt ins, and then roll through auth at a slower rate?
Nov 9, 2016
YeajoonKim
0
Nov 9, 2016
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kunalkumarDamn. I'm assuming I'm not in the drop then. I paid for it on 6:02 PDT but I never got a confirmation email. I guess I'll just have to hope for the next one.
Nov 9, 2016
TerryMathews
38
Nov 9, 2016
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kunalkumarI had multiple pending transactions prior to the drop being cancelled but I have yet to have it appear in my transactions on MassDrop or get an e-mail. Please add me to whatever list your group is creating.
My first attempt at the drop should be well within the first 500.
Nov 9, 2016
devflow
1
Nov 9, 2016
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kunalkumarWhere does headphones ship from?(state) because i should know it for using shipping agent.
thanks.
Nov 9, 2016
CaptMarcus
21
Nov 9, 2016
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devflowMost likely from Edison, NJ.
Nov 9, 2016
devflow
1
Nov 9, 2016
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CaptMarcusGood to know. thanks.
Nov 9, 2016
teebles
15
Nov 9, 2016
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kunalkumarI didn't get any response from the previous thread. But my case is that I have a transaction Id, but the payment status is Pending. I did pay via Paypal once (which timed out) and then tried again with a credit card directly which featured the spinning "join now" button. I don't know which one gave me the transaction Id though, but I do see Paypal authorization did occur.
Sent all those details (including Paypal transaction ID) to Support already, but have not heard from them yet.
Nov 9, 2016
wontonotnow
307
Nov 9, 2016
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teeblesWhen you go to "transactions" on your Massdrop account, do you see the sennheiser listed?
Nov 9, 2016
bkirkley09
8
Nov 9, 2016
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kunalkumarCould not agree more Alex was a trooper and his responses were greatly appreciated! Brought me back from the ledge even though i did not even get into the drop. I honestly appreciate you guys even trying to make things right and that's why MD is successful and I am looking forward to the next drop of these regardless.
Nov 9, 2016
teebles
15
Nov 9, 2016
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wontonotnowYes, I do...
It just has a status of "Payment: Pending"
Nov 9, 2016
wontonotnow
307
Nov 9, 2016
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teeblesI'm in the same boat (in transactions, "payment pending"). I saw yesterday someone saying if it shows up in your transactions on Massdrop you are in, but I only half believe that since there were so many problems. It's a good sign though!
Nov 9, 2016
eckomind
30
Nov 9, 2016
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teeblesMy status says the same thing. I guess they are still trying to work out all the multiple transactions.
Nov 9, 2016
CuriousCynicism
4
Nov 9, 2016
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teeblesI believe that payment stays pending until the drop is officially over and they actually pull funds.
Nov 9, 2016
machnik
1
Nov 9, 2016
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kunalkumarHello, I tried to join the drop around 20 times, between 8am and 10am CST, never got beyond payments screen. Always got Uh Ohh, no matter if using PayPal or CC. Since you identified duplicate orders, will it be possible to allocate such recovered marchendise to people, who were not able to finish the transaction properly due to technical issues on your end?
Nov 9, 2016
GregLast
15
Nov 9, 2016
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kunalkumarAnswers may be taking longer than I want, but I think you guys are responding appropriately.
Thanks!
Nov 9, 2016
marflao
2
Nov 9, 2016
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kunalkumarI´m a new Massdrop user who wasn´t lucky yesterday. Tried it permanently from the start until the end of the drop. All I got was the Uhh..sorry page (either using the Credit card payment or paypal payment).
So I would sacrifice myself to take one of the duplicated drops of another user to make this first Massdrop experience a nice one at the end.
Nov 9, 2016
clarkkent
103
Nov 9, 2016
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kunalkumarI'll definitely be keeping an eye on this, thanks. I did get through paypal once, but on the backtravel to MD I got the error. I tried a ton right a 6am and couldn't get past again. Hopefully as mentioned these attempts were tracked and can be given to people (like me) who were here right at 6am
Nov 9, 2016
AlexPk
7196
Community
Nov 9, 2016
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CuriousCynicismCorrect. Everything is on pause right now until the duplicate transactions and everything is taken care of. Once those clear then the payments will be captured for everyone.
Nov 9, 2016
ukfan3108
88
Nov 9, 2016
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kunalkumarPlease post an update with some new information in a place that can be found. The discussion section is bloated.
Nov 9, 2016
Mr.Stabby
7
Nov 9, 2016
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kunalkumarI really hope my attempt shows as early as I was trying, My purchases were just circling and not erroring out for almost the first whole hour, I tried multiple browser, credit cards, and even made another account to try but I was here trying from as soon as the drop started.
Nov 9, 2016
pd710
8
Nov 9, 2016
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AlexPkHave you guys decided what the plan of action is for people who had authorizations on their cards but no confirmation emails
Nov 9, 2016
deFiniLoGy
97
Nov 9, 2016
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kunalkumarStill no update?
Nov 9, 2016
moneyrich
3
Nov 9, 2016
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kunalkumarHey, thanks for keeping us updated. I also tried to join the drop the minute it opened at 6am PST, but was unable to get to the checkout page until 6:30am and was able to enter all my information. The circle kept spinning and i left it on until i came back at 6pm and it was still spinning. I got a 1$ pending charge on my CC, but no confirmation email or any transaction history on my massdrop account. Did i get in the drop? thanks.
Nov 9, 2016
Rodmunch
179
Nov 9, 2016
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kunalkumarThanks for the updates guys! They're very appreciated.
Nov 9, 2016
Macdonald166
0
Nov 9, 2016
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kunalkumarDo you guys have any prediction on how long it will take you to sift though the duplicate purchases?
Nov 9, 2016
Macdonald166
0
Nov 9, 2016
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kunalkumarand also if I look in my transactions it shows me a pair of headphones ordered and that my payment method is pending but I dont have a $1 charge on my credit card like other people are talking about.
Nov 9, 2016
DXSam
10
Nov 9, 2016
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kunalkumarOne more suggestion: To be fair for all Massdrop customers, purchase should be really limited to one per account or per customer by verifying payment info, as the drop was super popular. This ensures that more people will have chance to join the drop instead of one person gets multiple pairs of the headphones and then put them on website to resell for higher price. Also, it could help Massdrop reduce the amount of future order cancellation and return.
Nov 9, 2016
AlexPk
7196
Community
Nov 9, 2016
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Macdonald166Sounds like you're in :)
Nov 9, 2016
AlexPk
7196
Community
Nov 9, 2016
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moneyrichThere's definitely a chance. It really just depends on how many people clicked Join at 6am but we should hopefully know for sure here pretty soon.
Nov 9, 2016
AlexPk
7196
Community
Nov 9, 2016
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deFiniLoGyWe're meeting with the other teams here in a minute to coordinate. Hopefully will know more by 11. Keep you posted.
Nov 9, 2016
icyarthur
1
Nov 9, 2016
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kunalkumarI was among those who started trying to pay at 6am, with one Paypal attempt sent but no transaction record. Already sent in a help request re this hopefully will hear a reply soon. Thanks for your support to those are left out in this drop.
Nov 9, 2016
Heefty
1387
Nov 9, 2016
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BadmuthaI'd prefer that they hadn't hyped it so much first. Just launch the drop and watch the magic.
Had it not been for that, word would have spread from the community and the drop would still have been successful, just without breaking the site and having thousands of new people stomping their feet and screaming because they didn't get what they wanted exactly in the way they imagined.
Just food for thought @kunalkumar. You knew it was going to be big and I'm sure everyone at Massdrop was excited, but it would have been big even had it not been announced on head-fi and innerfidelity and I don't even know where else, before it was even available.
Hype + demand much greater than supply + pre-warning of drop time, etc = A black Friday style mob trampling people at go time. At least it was only servers that got trampled, rather than people in this case.
Nov 9, 2016
WayneT
57
Nov 9, 2016
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Macdonald166Just really curious what time, what payment and what bank did you use?
Nov 9, 2016
kunalkumar
3939
Outreach
Nov 9, 2016
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HeeftyThese are good points. The principles on why the community is given a heads up via email is not coming from a point of view of hype but from a point of view of fairness.
We want to give everyone in the community a fair chance to prepare and join a drop that is limited. Since drops launch at pacific times, and the community is made up of people in different time zones and who have different schedules, a pre email allows for everyone to have an equal opportunity. Hype is a consequence of the announcement and Will's work with Sennheiser to get this awesome collab for the community.
Personal Opinion follows next:
All this being said, you points are very valid. I think from where I sit we need to find a better way to let people into the drop. However, this is just my personal opinion as I am not an engineer and don't have full clarity. At the end, though, if push comes to shove, I'll always side with fairness for everyone in the community over managing the traffic. It's a dilemma that we need to face and talk about as the community grows.
Nov 9, 2016
Torelli
51
Nov 9, 2016
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kunalkumar@AlexPeterkin I can't help but echo the sentiment expressed by others that MD should seriously consider prioritizing longtime/current members of the community for custom collaboration releases (1st drop) moving forward. I would like to note that I appreciate the hell out of MD & have loved being a part of it all. That being said, MD's ability to negotiate these collaborations is ONLY possible because of the community. Setting aside hours of our time to wake up (or stay up) & place orders at 9AM (EST) only to miss out entirely, while others who had never used MD before were able to place orders successfully, leaves us feeling as if our loyalty isn't worth shit. I really hope that you all understand the importance of this, & make a concerted effort moving forward to address it.
I'd like to make sure to note for data reference I attempted purchase around 9-9:05AM EST as well & was unsuccessful in processing payment. Received something along the lines of 7-10 authorizations that have since disappeared from my CC pending transactions. Drop is absent from MD transactions page.
Thank you for all that you guys do. I appreciate the way you all are handling this post hamster death.
Nov 9, 2016
Heefty
1387
Nov 9, 2016
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kunalkumarThe emails when a requested drop goes live are fine. I'm referring to the announcements/videos from innerfidelity and head-fi to name a couple. As well as the "Something Big is Coming" chat in the talk section, etc. These all gave the newbs that came out of the woodwork advanced notice to get on Massdrop and set bots on the site as soon as the drop went live.
I'm just war gaming it. Had the drop just suddenly showed up, your loyal community would have had first dibs (fairness to those who have been using Massdrop for some time) and spread the word around since most of us are also using head-fi and SBAF and innerfidelity and the like. Word would have spread more slowly but still inevitably reached as many ears, most likely bringing in just as many new users seeking this drop without all of the mass hysteria that happened yesterday. That's the beauty of the internet, where everybody has a voice. Maybe just sliding it in there silently and without fanfare is unworthy of the accomplishment but I think in hindsight, maybe would have been a better approach.
I don't wish to diminish the accomplishment here and I don't really have an answer on how to herald it without bringing the reaction that happened. I'm truly excited that this collab took place, and even more excited to be one of the lucky ones that got through to join the drop. I hope that more will have the opportunity in the near future.
I hope everyone at Massdrop is doing well (and not drowning in coffee trying to sort everything out). Again, truly grateful for the opportunity here, so thank you all for it.
Nov 9, 2016
pd710
8
Nov 9, 2016
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kunalkumarKunal, with all due respect there isn't a choice between fairness and managing traffic. If you have more traffic than your infrastructure can handle, your services will start failing in unexpected way which will inherently be unfair to users (exhibit A is yesterday, the service wasnt failing in a fair way, many people who tried to buy it when drop started couldnt get in but some people who came in later could buy it). So fairness vs traffic management is a false choice.
The only possible choice you "might" have is traffic management vs cost management (in terms of how many resources you throw at managing additional traffic). The reason i said "might" is that there is a big assumption that your system does scale well with resources (not always true).
I am sure your engineering will also recommend this but you guys need comprehensive perf testing to find bottlenecks AND manage traffic/resources well.
Source: engineer that has built services that can do millions of transactions per sec.
Nov 9, 2016
kunalkumar
3939
Outreach
Nov 9, 2016
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TorelliVery good points. I am gonna present them internally.
Nov 9, 2016
kunalkumar
3939
Outreach
Nov 9, 2016
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HeeftyAgain very very fair points. Putting them in my log to present internally.
Nov 9, 2016
kunalkumar
3939
Outreach
Nov 9, 2016
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pd710I see your points.
What I meant by fairness was an opportunity for the community to know and prepare for the drop ahead of time. The dichotomy you are presenting is absolutely correct but, correct me if I am wrong, exists at the time of launch. I agree with you and on our end we are aware and trying to mitigate the issues that arose.
Nov 9, 2016
Cooties
54
Nov 9, 2016
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kunalkumarSo safe to say at this point if it hasn't appeared in the transactions page to throw in the towel?
Nov 9, 2016
Macdonald166
0
Nov 9, 2016
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WayneTI got the "you joined the drop email at 9:57 CST" and I a debit card from commerce bank
Nov 9, 2016
karatechopsticks
2
Nov 9, 2016
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kunalkumarStill waiting for it to show up in 'Transactions'
Nov 9, 2016
kunalkumar
3939
Outreach
Nov 9, 2016
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CootiesPlease give us some more time. We are working on a detailed post that should clarify things.
Nov 9, 2016
raffy
26
Nov 9, 2016
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pd710Exactly if the system was properly built maybe everything would have sold out in 5-10 minutes, but at least if you were late you would see there was none left and then go about the rest of your day. Instead of many who spent around 2 hours on the site, I managed to get an order in close to the end, but many got nothing for a large investment of their time. That was the problem. If you got nothing and spent only a few minutes then it wouldn't be so bad.
Nov 9, 2016
Agapeman
Nov 9, 2016
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raffyYes. All we are asking is that the drops are first come, first served.
Nov 9, 2016
Cooties
54
Nov 9, 2016
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kunalkumarCool, no problem. So long as there's still hope it'll give me something to check :p
Nov 9, 2016
WayneT
57
Nov 9, 2016
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Macdonald166OK I guess that is why... I think most of us use credit card and they usually charge $1 to make sure your credit card is good...etc. But I believe debit card doesnt do that because you already save all your money on checking account. Not just MD, same to other pre-order from the other website... I guess we all learn something lol...
Nov 9, 2016
idle_wild
10
Nov 9, 2016
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kunalkumarKunal, I am a first time buyer on MD, although been a visitor for many months. Like others, I really wanted a 6xx before the holidays, hence I kept trying.
What happened is unfortunate, I agree. Hope y'all will find a fix for future occasions. Good luck, and thank you for introducing maverick product/price combinations.
Nov 9, 2016
deFiniLoGy
97
Nov 9, 2016
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kunalkumarStill no update?
Nov 9, 2016
Daemos
8
Nov 9, 2016
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kunalkumarI am grateful for the updates from Massdrop. I was one of those who were there at the start of the drop trying to get in for at least one hour, and I had several spinning windows that were just spinning join, and a countless amount of oops and uh-oh pages.
I'm happy that you, Kunal, talk about fairness. The situation is terrible. Massdrop has to take responsibility for what has happened. II Fairness should be the first people to click join, then that would be the first people to get it.
There are rumors going around that you will have another drop for these headphones. I will state, that's great, but it's really not a fair and proper solution to those who had their time wasted, and had people who clicked join after to be able to get a product. These people must be given a proper solution before another drop is made, or else you may have the same thing happen again.
Nov 9, 2016
kunalkumar
3939
Outreach
Nov 9, 2016
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Nov 9, 2016
kunalkumar
3939
Outreach
Nov 9, 2016
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Nov 9, 2016
Groinrock
7
Nov 11, 2016
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kunalkumarWell?
I have repeatedly emailed your customer service team, but they aren't even reading them. I got a form reply that had nothing to do with the question I asked.
This has been a frustrating experience, made much more annoying by the fact that you aren't answering email cogently.
Nov 11, 2016
kunalkumar
3939
Outreach
Nov 11, 2016
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GroinrockHi, could you please let me know what your question is so I can try and reply?
Nov 11, 2016
Groinrock
7
Nov 11, 2016
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kunalkumarHow about just looking at your email, so I don't have to conduct business with you publicly?
Nov 11, 2016
kunalkumar
3939
Outreach
Nov 11, 2016
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GroinrockI am not part of the Community Support team, but I've escalated your issue and they'll be addressing it now.
Nov 11, 2016
WayneT
57
Nov 11, 2016
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kunalkumarI joined but never receive an email how to pay?
Nov 11, 2016
kunalkumar
3939
Outreach
Nov 11, 2016
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WayneTDo you see the order in your "transactions" tab?
Nov 11, 2016
WayneT
57
Nov 11, 2016
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kunalkumarYes I edited the shipping address, but didnt receive email for payment
Nov 11, 2016
kunalkumar
3939
Outreach
Nov 11, 2016
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WayneTWe are waiting on everyone to have a chance to complete the address update process. Since the deadline for the address update is midnight tonight, we'll send a payment email after.
Nov 11, 2016
WayneT
57
Nov 11, 2016
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kunalkumarAh ok...
Nov 11, 2016
Ethena
2
Nov 12, 2016
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kunalkumarHey ! I was just wondering if I should be worried to not receive the 'drop complete' email after the payment has been paid?
Nov 12, 2016
kunalkumar
3939
Outreach
Nov 13, 2016
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EthenaFrom what I see, your are in the drop. Could you forward me the last email you received from us and I can check further? kunal@massdrop.com
Nov 13, 2016
Ethena
2
Nov 13, 2016
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kunalkumarHey~ Thank you for replying! I have just sent you an email, let me know if you did not get it!
Nov 13, 2016
Bluemich
0
Nov 13, 2016
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kunalkumarI got the payment email and unfortunately when I clicked "Join", nothing happens. Is the payment page not working yet?
Nov 13, 2016
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