Drop + Matt3o MT3 /dev/tty Keycap Set Discussions | Drop

Drop + Matt3o MT3 /dev/tty Keycap Set

djfrantz

220

Nov 8, 2017

Probably a meaningless gesture, but everyone get on to the Better Business Bureau https://www.bbb.org/greater-san-francisco/business-reviews/internet-services/massdrop-in-san-francisco-ca-537294 and the San Francisco Chamber of Commerce https://sfchamber.com/ and file complaints. Massdrop probably won't give a shit until they actually need to. I am thankfully unaffected, but this will be my last purchase from Massdrop. Completely unacceptable.

bradr

963

Nov 9, 2017

djfrantzSorry that we've provided such a shitty experience. I'd love to hear your specific feedback directly as well if you're interested: brad.ross@massdrop.com.

Nov 9, 2017

djfrantzJust curious, what exactly is completely unacceptable?

Vote

Idef1x

205

Nov 9, 2017

GaleForceRead the comment section. It should be obvious.

Nov 9, 2017

Idef1xSo because they cancelled his order by accident and then apologized and fixed it we should report Massdrop to the BBB? Or because that and because they missed an estimated ship date? Just want to be sure I'm getting this right.

Vote

Idef1x

205

Nov 9, 2017

GaleForcePeople have waited since April for this, and then are met by a cancellation of their order, plus receives refunds lower than what they paid initially. If you think that is good practice then you are somehow very easily satisfied.

jxliu

1267

Engineer

Nov 9, 2017

Idef1xGiven that the US dollar has weakened since April, the cost to redo the payment now will be less than it was originally and should be pretty close to the refund amount. If the (original charge - refund + new charge) is more than the original charge, reach out Support and we'll refund the discrepancy as Brad mentioned here: https://www.massdrop.com/buy/massdrop-x-matt3o-devtty-custom-keycap-set/talk/1874518

Felion

Nov 9, 2017

jxliuFor me (after completing the re-order): Im down about $11.50 (or $1.50 if you count the $10 cupon) (But I reached out to customer support: lets se what Ava can do about this :) )

Vote

Nov 9, 2017

Idef1xProvided Massdrop makes the refund situation right, which it seems like they are going to, then I still fail to see the problem. It's an estimated ship date on the most ambitious keycaps created in years. Maybe just the mechanical keyboard community is just overly entitled and 9 days into a delay on, as mentioned, a very ambitious project (a delay on an estimated ship date, you knew this going into the drop) is just looking for a reason to throw a tantrum. Hey I'm right there with you guys if you lose money because Massdrop screwed up and accidentally cancelled orders. But if they make it right, the cancellation in and of itself is an honest mistake. Shit happens. So that would bring me back to my original question of what exactly are we reporting them to the BBB for? Hey I want to grab my pitchfork also, let's burn some motherfuckers, so tell me what to get angry about.

Vote

Idef1x

205

Nov 9, 2017

GaleForceThe BBB thing is most likely overkill as you say and there probably is no case. I can see what you are saying. I personally just think that Massdrop is getting quite a record of screwups in regards to mechanical keyboard group buys. It's to such an extend that I will think twice about it before ordering from Massdrop again. Perhaps I am overly entitled, but I expect a certain level of professionalism from a business like Massdrop. Delays I can handle - everything else, not so much.

Vote

PsYCH3D3LiC

Nov 10, 2017

GaleForceI don't think going to the BBB is appropriate for this mistake. That being said, I think MassDrop has a huge issue with the lack of communication provided during drops. They could have simply provided an update here saying they were aware of an issue with cancellations and are looking to address it. Instead we all get upset because we don't know what's going on. In this drop, the delays are understandable. In the previous Planck drop, communication was horrendous even after Outreach was involved and promised better updates, there continued to be delays without information. It just feels like they don't have their shit together. I think they offer great products at MassDrop but the customer service they've provided in my last two drops has caused me to lose faith in them.

Vote

bradr

963

Nov 10, 2017

PsYCH3D3LiCI agree we should have posted a message like the one you said a bit sooner ("we're aware of this issue and looking to address") and appreciate the feedback. Sometimes I think we as a company try and get all the answers before communicating, and it's better to get out ahead of things to make sure you know it's being handled. I'll share that feedback with the team.
That said, the turnaround for first communication was about 24 hours after it was discovered (and included us understanding the issue and starting to work on the fix, and the decision to grant a coupon to those impacted). The fix was then made and communicated out within about another 24 hours. Could we do much better, and to your point message much earlier that something is up and we're working on it? Definitely. Is this a big improvement on the Planck fiasco (which btw wasn't messaged for months). I certainly hope so.
This drop is also delayed. That really sucks, and there are things we need to do better to try and reduce and prevent delays. But we did message the delay as soon as we found out, about a month in advance of the expected ship date. We are *far* from perfect, but I am sharing this to say we care and are trying to get better.
Again, I do sincerely want to thank you for the feedback. We're working on improving, and letting us know your feedback, experience, and expectations helps us get better.

Nov 10, 2017

Idef1xFair reply. Seriously, no more sarcasm. That was my only point. The whole pitchforks and BBB thing was a bit extreme. I agree, Massdrop can step their communication game up, but like everything else that has gone wrong in this drop has been fair. Meaning the estimated ship date was missed, alright that's fine, like I said most ambitious keycaps I know of. I'm sure you'd agree with me. When was the last time a designer made a whole new profile and not just a colorway? This drop is really exciting and so I know people are really anxious to get it. As for the cancelling orders, yeah that was messed up and some crappy customer support agent's mistake (or some crappy programming that didn't get tested) but these things happen. Anyway, I'm really looking forward to these keycaps and honestly the stuff that has happened in this drop is really tame as far as the mistakes made in other drops.
For instance, I wonder if the people who ordered Godspeed still are waiting on their keycaps. I don't even want to look, and the fact that Massdrop sold extras in the re-cap before 100% fixing every single order in that drop is unacceptable and inexcusable. I don't care if they had 100 extra alphas/modifiers/cockpit kits and only one more customer waiting on whatever the smallest addon kit was, it still would have been in poor taste to start selling leftovers and it is unbelievable to me that Massdrop would do that, alienate their customers, and then slap them in the face after that. If I'm being 100% honest, I shop on Massdrop for the products, not because Massdrop impresses me even the least bit. @matt3o should be really proud of creating the most ambitious keycaps anyone has ever made, and I am so excited to be a part of it. That's why I bought these. If I could have paid $10 more to buy them somewhere else, honestly, I probably would have.
I want to like Massdrop because they curate some great stuff, products I love or didn't know I loved until I saw them here. But they really need to put customer service 1st, 2nd, and 3rd. I work for an eCommerce company for a living and my company bends over backwards to make customers happy on the rare occasion we make a mistake. And we sell cannabis products internationally so you can imagine how it can be difficult sometimes to coordinate logistics and local regulations and such. Granted, I'm the lead frontend developer, so not customer service, but I know our customer service works so hard because bad customer service will single-handedly kill an online business even if their prices are phenomenal. Anyone here vape ecigs or look for other electronics deals? If you do, do you order from gearbest? Exactly.

slashwhatever

Nov 10, 2017

bradrCouple minor details/corrections:
The 6-8 week delay was communicated a little over 2 weeks out from the expected ship date, not a month.
That same message promised an update on October 20th. That update never arrived.
I appreciate you're all working hard to get better - keep at it. Timely communication (even if it's an update to say "we don't have an update for you yet; come back in a week") is a corner stone to managing expectations.

Nov 10, 2017

slashwhateverActually, minor detail/corrections on your post, the delay was communicated 25 days prior to the original estimated ship date on October 6th. So the estimation @bradr made of "about a month" is a fair generalization, more fair than "a little over 2 weeks." I agree they shouldn't have missed the update we expected on the 20th, and they were probably thinking that they should just wait a few days until they had actual information. But like I said, I agree that's the wrong way to go about it, and that they should have communicated on the 20th that they will have more information in a few days than leave us hanging.

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