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mushroomsensei
36
Mar 7, 2018
Massdrop and Noble seriously need to do something if individuals are told by USPS to stop making phone calls. Making customers contact the carrier on their own after taking several delay hits even though we are having EXACT same issue is not how business works.
Sloblo
409
Mar 7, 2018
mushroomsenseiI called 20 times giving them my address and offering to pick up the package - IT was still returned to sender... I called for 2 weeks straight after they lost it. Now Massdrop refunded me and will not return my support tickets.
bearwarrior
13
Mar 7, 2018
Sloblo I received some update from USPS today. Since I contacted my local USPS, the gentleman was very friendly and easy to talk to. He recorded the situation and would let me know if he finds the package. The package was sent from Santa Barbara, and he suspected the bar code on the shipping label is either soaked or ripped. If it is really soaked, the earphone would hardly survive. So I am very suspicious that the package can be found and delivered as a whole.
Sloblo
409
Mar 7, 2018
bearwarrioryeah the post office was pleasant to me all 20 times I called, haha. Definitely frustrating when I asked to intercept the re-delivery to Edison, they said it was en-route to my home address and an intercept was unnecessary. Then wake up to see it was delivered to the Edison warehouse... To say this is disappointing is an understatement and Massdrop's handling of the situation thus-far leaves a LOT to be desired. Still no word from support about whether they found my package or whether I'd be compensated for the bonus cable (300$ not 120$ like I mistakenly repeated earlier)
If you were to ask me this moment my thoughts on the site, I'd definitely point people elsewhere to do their shopping. Which is again unfortunate, since, I've had nothing but stellar service up until this point (outside of the, expected at this point, shipping delays )
pawpro2
46
Mar 7, 2018
bearwarriorYes, to hear that our packages are either missing or damaged is quite disheartening, not to mention Massdrop's repeated attempts to shirk responsibility.
@AveryC, we've been waiting for any kind of response or update with more information but we've received nothing. At this point I don't think I can feel safe participating in any future drops.
mushroomsensei
36
Mar 7, 2018
pawpro2Hope all 1499 users requested this product at this point read the discussions at some point :\
bradr
963
Mar 8, 2018
mushroomsenseiHey all - I agree, this shouldn't fall on members when there is a systematic issue in shipment with USPS (in this case, about 62 of 145 units). Massdrop's head of logistics has been in touch with Noble + USPS on this front, so the real gap here is on communication... we should have told you, as soon as we found there was a problem and were reaching out, that it had happened. Sorry for the bad experience, the delay, and the poor communication. I'm following up with our team to get more information and get updates posted here as soon as we can.
bradr
963
Mar 8, 2018
pawpro2Hey @pawpro2 - I want to clarify that the information posted referencing "missing or damaged" is not related to the wider shipping delay. We have no reason to believe that these are missing or damaged.
As I just mentioned above this reply, I'm sorry for the poor communication on this front, and the poor experience we provided. We have been in touch with USPS and are doing our best to escalate the issue and get movement (which started to happen last night) with them. We're also working on updating our process to see if there's a way we can avoid, or at least minimize, delays like this in the future. That said, there are delays that are outside of our control - when a big storm hits, for example, there can be systematic delays. That's not to say there aren't things we can do to improve our processes and reduce delays - just that it's not a black and white issue.
mushroomsensei
36
Mar 8, 2018
bradrHi bradr, thank you for speaking up and sharing some information here.
You are absolutely correct on that sharing information would have helped a lot. Not only to the shipping phase, but also to the previous delays. I am personally very appreciative of the fact that drops like this one can happen and one delay or two would be disappointing, but I knew the risk when I placed the order.
Discussion didn't really explode until Massdrop representatives became silent (maybe one reply per day max?) after the shipping issue was discovered. Just as you said, you should have told us. The 1500 users seeing the announcements and replies can only feel assured purchasing from Massdrop if that would happen in the future.
Also, maybe different delivery options in the future for expensive drops please?
eloquentmuse
18
Mar 8, 2018
bradrHi bradr, thanks for the update - I'm sure we all appreciate it and are glad to hear they're not missing or damaged!
So there were 145 units being sent in the second half? Does anyone remember how many extra units were added? I ask because I was actually in the first initial drop so it's kind of saddening that they were sent last and now are in the group with shipping issues.
Is there also any way to expedite the shipping and make sure they safely arrive to us? It's the most money I've ever spent online so makes me nervous seeing all these issues.
bradr
963
Mar 8, 2018
eloquentmuse@eloquentmuse @mushroomsensei - thanks for the thoughtful replies and helpful feedback.
Believe it or not we've gotten significantly better at communication in drops in the past 6 months. But we have A LOT of work to do here still, as shown by delays on communication in this drop.
I'll follow-up with the logistics team on options for expediting shipping on the current drop (seems unlikely given they're mid-route) and as options for future drops (more likely, and something I'm sure our team and Noble will both want to consider more after this incident).
Lastly, I totally understand your nervousness around making a big purchase like this online. To that end, while it's still nerve-wracking anytime you spend this much online anywhere, my aim is for Massdrop to feel a bit less nerve-wracking because a) you can hear and talk to us and other purchasers in real time here b) you trust that Massdrop will be responsive, communicative, and do right by you. As mentioned, there is still work to be done to deliver on this (ugh no pun intended, but leaving it in now that I wrote it). If for some unexpected reason you do have an issue here, I'm confident that our support team will be able to help make it right (and you can always reach out to me directly, brad.ross@massdrop.com) if you're stuck.
Thanks for the patience in dealing with the delays and poor communication, and for being a part of this drop and the massdrop community. Looking forward to these getting delivered and relieving that built up nervousness!
pawpro2
46
Mar 9, 2018
bradrWhile I appreciate the update, I have no evidence the package is actually fine until it arrives. And you haven't really provided any update for our expectations--I still have no idea what's going on. My order still looks to be stuck in California, and your company's response has gone from denial to "Whoops, lol."
pawpro2
46
Mar 9, 2018
pawpro2It looks like mine is finally somewhere in Seattle. Hopefully this means there will soon be similar updates for other people.
bradr
963
Mar 9, 2018
pawpro2Hey @pawpro2 sorry I was not more explicit when I said "We have been in touch with USPS and are doing our best to escalate the issue and get movement (which started to happen last night) with them.". As of now, I'm being told that they did prioritize these units and are sending them out - thus the movement you and others are seeing. You should expect these packages to begin actually shipping to their final destination, but I have no visibility into how long that will take for USPS and based on your individual location. Lastly, as I mentioned, this delay is not due to damaged or lost units. Looking forward to you, and everyone else, getting their packages in hand!
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