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gn0w
18
Jan 30, 2018
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I'm really disappointed in Massdrop's customer support as a result of this drop. The lack of a phone number, manned twitter account for support, or any other method of immediate communication other than email is immensely frustrating when you're dealing with a large purchase like this.
My monitor arrived dead. I worked with support on Friday of last week, and as of 5:33 PM Central, I was informed by Tony V that he would be arranging a new monitor to be shipped to me if that's what I wanted. I replied nearly immediately that I didn't want a refund, and instead would like a replacement. Crickets.
The business day in SF ended, and I expected I'd hear back some time in the morning on Monday. Nothing. I emailed at 11:40 AM Central (9:40 AM Pacific). Nothing. I emailed again at 4:11 PM Central (2:11 PM Pacific). Nothing. I've just submitted another SEPARATE request through the form on the website including screenshots of the email communication.
It's safe to say that after this experience I'll likely never rely on Massdrop for a large purchase again. It's great when you're buying polyhedral dice, Magic cards, keyboards, etc. And maybe it's just the result of me deciding to give an untested piece of technology a try based on my previously very positive experiences with Massdrop, but this has completely soured my opinion of the company.
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Jan 30, 2018
gn0w
18
Jan 30, 2018
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gn0wUpdate: After posting this and posting my irritation on Facebook, Tony V replied to me again at 6:19 PM Central (4:19 PM Pacific). He once again asked me if I wanted him to proceed, even though in my previous message I said I wanted another monitor. I once again, nearly immediately, replied in the affirmative.
Since then I've once again heard nothing. It's now after 5 PM Pacific, and I'm presuming that Massdrop's support staff has gone home for the evening. An entire business day wasted on something that should have been shipped first thing.
Jan 30, 2018
gn0w
18
Jan 30, 2018
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gn0wUpdate: at 7:26 PM Central (5:26 PM Pacific) Toby emailed me confirming my selection and stating that they would be shipping me another monitor. I'm dismayed at the amount of time they're estimating for its preparation and shipping, (1 - 3 business days prep, 3 - 10 business days shipped). I'm sincerely hoping this is a case of under-promise, over-deliver. Adding two weeks to this ordeal is ridiculous, but from what I've been told it's either that or a refund.
Jan 30, 2018
browncore
194
Jan 30, 2018
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gn0wI think their email inbox is overflowing from this drop. I too have requested a replacement, but since mine is usable I am not in that much of a hurry.
Jan 30, 2018
gn0w
18
Jan 30, 2018
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browncoreMy concern was primarily the limited supply of additional stock. As I saw more and more customers stating they had issues and wanted replacements, I was worried that I wouldn't get one before the next manufacturing run. I'm hopeful that the 2nd monitor is without issues. Best of luck getting your replacement.
Jan 30, 2018
gn0w
18
Jan 31, 2018
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gn0wUpdate: At 6:18 PM Central (4:18 Pacific), Toby followed up with me again letting me know that the monitor had shipped. I got a new tracking number that estimates the new monitor will be here on Friday. To Massdrop's credit, the turnaround once they actually handled the request appears to be quite swift. Now I'm just hoping that the 2nd monitor is problem-free. Thanks Tony and Toby for your help.
Jan 31, 2018
gn0w
18
Feb 2, 2018
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gn0wUpdate: The replacement monitor was delivered today, and I'm happy to report it has no visible issues at this time. It's beautiful.
Thanks, Massdrop (Tony V and Toby) for making this right.
Feb 2, 2018
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