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atari.zero.tv
738
Atari Zero TV
Sep 5, 2017
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@YanboWu I think there are a lot of community members who are VERY interesting in some kind of information.
There are some folks who've gotten shipping notifications, many who haven't, and some people have even already received them in the mail (picture was of the green Massdrop-only case).
I'm continuing to be patient, but it's very frustrating for a lot of folks in the community to see this handled so haphazardly from the beginning. Even taking into account a long weekend, we shouldn't be 5 days past the due date with no tracking data.
atari.zero.tv
738
Atari Zero TV
Sep 5, 2017
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atari.zero.tvI urge EVERYONE who hasn't received a tracking update to go to your transactions page, click on the link that says "Contact Support" and file a support request. I don't think they're checking this discussing thread, but MAYBE we'll get some traction through support requests.
kritt3r
24
Sep 6, 2017
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atari.zero.tvHeard back from support. Shipments are going out as switches come in. Depending on which switch you ordered it will take shorter or longer.
atari.zero.tv
738
Atari Zero TV
Sep 6, 2017
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atari.zero.tvI should also add that I still think Massdrop can do great things. They ARE doing great things. Some of the products that we see now just wouldn't be possible without the work that they're doing for us.
They can not only source, but negotiate prices, with vendors and manufacturers. This Planck drop might be the first one that went through the rigor that we're seeing right now. The current Preonic drop is an example of how this one should have been handled: Jack stated a reasonable date that includes the time for FCC testing and approval.
So while I may be frustrated, irritated, and possibly a little angry, I know that Massdrop has potential to do better. Perhaps that's why it stings so much? Our particular community is SO NICHE. In the past we had to spend ridiculous amounts of time for a new product release, but now we're getting into a place where new and great things can go from idea to shipped goods in less than a year. That's amazing.
So I guess what I'm saying is : it's okay to be frustrated, but realize that our frustration can be turned into guiding Massdrop to be better. Let's demand more reasonable timelines, better communication, and maybe some kind of rewards program for these kinds of delays. Perhaps we can get Massdrop to get a community manager that can be our Point of Contact for these kinds of things?
So I guess what I'm saying is : it's okay to be frustrated, but realize that our frustration can be turned into guiding Massdrop to be better. Let's demand more reasonable timelines, better communication, and maybe some kind of rewards program for these kinds of delays. Perhaps we can get Massdrop to get a community manager that can be our Point of Contact for these kinds of things?
atari.zero.tv
738
Atari Zero TV
Sep 6, 2017
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kritt3rI got cherry browns... I wouldn't have thought they'd be so rare as to delay my shipment. Also....how do they not have enough switches? Wouldn't they have those in stock from two months ago, when the boards arrived at their warehouse?
RabidGnome
Sep 6, 2017
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kritt3rSo I guess the whole "they are ready to be shipped" was a lie.
So have we been waiting because of delays in manufacturing? delays caused by the FCC? delays in delivery of the switches?
So have we been waiting because of delays in manufacturing? delays caused by the FCC? delays in delivery of the switches?
bradr
963
Sep 6, 2017
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atari.zero.tvHey Atari and all - Brad here, new head of communities at Massdrop. I'm following up with the team to get us an update ASAP today.
I really appreciate the thoughtful post, Atari. I think you're entirely right that Massdrop can and needs to be better. I'm sorry for the shitty experience. It's frankly not acceptable, and not what you should expect from Massdrop.
You'll be hearing more from me (and my team) on what we're doing to get better as a company (on everything from messaging, to execution). If you have any specific feedback you'd like to send me, feel free to reach me at brad.ross@massdrop.com. Thanks for the patience.
I really appreciate the thoughtful post, Atari. I think you're entirely right that Massdrop can and needs to be better. I'm sorry for the shitty experience. It's frankly not acceptable, and not what you should expect from Massdrop.
You'll be hearing more from me (and my team) on what we're doing to get better as a company (on everything from messaging, to execution). If you have any specific feedback you'd like to send me, feel free to reach me at brad.ross@massdrop.com. Thanks for the patience.
EpicFlyman
179
Sep 6, 2017
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atari.zero.tvYeah, this excuse is really not doing it for me. These were originally supposed to ship in June. It makes no sense that the switches wouldn't have been ready then, let alone 2 months later. They're off the shelf parts FFS!
RabidGnome
Sep 6, 2017
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bradrFree stuff is always a good way to put a smile on peoples faces.
bengineer
128
Sep 6, 2017
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atari.zero.tvdone. I almost don't even remember placing the order it's been so long... I also don't have the best memory, but I DO remember we've been waiting for far, far too long
atari.zero.tv
738
Atari Zero TV
Sep 6, 2017
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atari.zero.tv@bradr Here's a copy of my email to you. I'm also posting it here so everyone can talk about the ideas.
Hello, Brad! Congrats on your position at Massdrop! I'd like to start by saying the Mechanical Keyboard community is probably the defining character in describing a niche community. It's a small group of people who are VERY passionate about their hobby, and most of them have never seen the sudden variety and accessibility to products that's showing up now. It's a community that continues to grow, and Massdrop is helping a tremendous amount in making the community grow. Let's talk about few things that could really help with community relations:
Hello, Brad! Congrats on your position at Massdrop! I'd like to start by saying the Mechanical Keyboard community is probably the defining character in describing a niche community. It's a small group of people who are VERY passionate about their hobby, and most of them have never seen the sudden variety and accessibility to products that's showing up now. It's a community that continues to grow, and Massdrop is helping a tremendous amount in making the community grow. Let's talk about few things that could really help with community relations:
- Deadlines for communication: a clear set of milestones for communication. Something along the lines of "Pre Drop", "Drop", "Near Drop End", "Drop End", and then every 4 weeks post-drop unless new information comes to light. This would be key.
- In our minds, even bad news is better than no news, since no news automatically means AWFUL news to most people.
- Clear Milestones for Drop Statuses: I think people would like to know what steps these products go through. I think that's extremely important. How many steps are there from the moment the drop ends until we see a shipment?
- -Order Placed
- -Order in Production
- -Product Sample Shipped
- -Sample Recived (rejected/accepted)
- -Final Production
- -Production Complete
- -Shipment to USA
- -Inspection
- -etc etc
- Important event notices: In the event that something might delay the order, let the community know! It may make some people a little upset to know their order is going to be delayed, but they would be upset either way. It's better for us to know why than to wonder.
- Recognition and Restitution: this will always feel like "too little, too late", but it's better than nothing. In the end, no one wants to either get a delayed, canceled, or lost item. However, we all know that it will happen, especially with something so special like keysets or keyboards. As a business, Massdrop has a bottom line; and I think most of the community sees that. What would help, though, is a little something to recognize the fact that Massdrop literally couldn't exist without the community supporting them in the same way that Massdrop serves the community. So something like a coupon, or entries into a monthly or yearly raffle for when things go wrong could help. Two of my items were delayed this year, so maybe I get two entries into the raffle for something. For people whose orders were not fulfilled for some reason (not enough ordered, bad products), maybe they can get 5 entries, in addition to whatever restitution was offered through customer support. Again, something is better than nothing..
kritt3r
24
Sep 6, 2017
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atari.zero.tvThat's the part that boggles my mind a little. I'm assuming they don't have amazon 2 day shipping for the quantity of switches needed. So why did they wait so long to order the switches? If the timeline at any point before was expected, the switches should've collecting dust at this point.
bengineer
128
Sep 6, 2017
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atari.zero.tv100% this. I don't have anything else constructive to add, but I agree completely with all of the above. Thanks for taking the time to do that.
atari.zero.tv
738
Atari Zero TV
Sep 6, 2017
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bengineerI may be new to this community, but I think there's a lot of room for improvement. I do firmly believe that Massdrop is doing great things and will continue to do great things in the future.
We're riding the wave of community-sourced design and production that has never really been seen before, at least not in this market. I really can't stress enough how amazing it is to see so many new products come to market AND those designers getting a cut of the sales. What was once a very risky and expensive venture for creators is going through what is called "democratization of means". This happened to another community I was once involved in: video filming and production. With the sudden arrival of sub-$100k HD cameras and Adobe Premiere costing only $1k, indie filmmakers started making movies at a blinding pace. Now we're getting new movies all the time! For an example: Neil Blomkamp made a five minute short film and got enough recognition to get funding to make District 9. That's pretty amazing.
The democratization of this process, via Massdrop, means that we may see new and exciting things coming out faster and faster, much to the detriment of our wallets! It's an exciting time to be part of this community, for sure.
We're riding the wave of community-sourced design and production that has never really been seen before, at least not in this market. I really can't stress enough how amazing it is to see so many new products come to market AND those designers getting a cut of the sales. What was once a very risky and expensive venture for creators is going through what is called "democratization of means". This happened to another community I was once involved in: video filming and production. With the sudden arrival of sub-$100k HD cameras and Adobe Premiere costing only $1k, indie filmmakers started making movies at a blinding pace. Now we're getting new movies all the time! For an example: Neil Blomkamp made a five minute short film and got enough recognition to get funding to make District 9. That's pretty amazing.
The democratization of this process, via Massdrop, means that we may see new and exciting things coming out faster and faster, much to the detriment of our wallets! It's an exciting time to be part of this community, for sure.
bengineer
128
Sep 6, 2017
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atari.zero.tvActually, I do have one constructive bit to add. Despite swearing I'd never join another drop on Massdrop, I joined the Godspeed drop; but only because the actual ship date seemed like it had been extremely well thought out and padded for the "worse case scenario". Perhaps more drops should take that approach?
atari.zero.tv
738
Atari Zero TV
Sep 6, 2017
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bengineerRight, and the same kind of thing was lined out for the Preonic drop that's live right now. They padded the drop to show a reasonable length of time for release.
The K-Type is one that I think we won't see in time for the previous deadline. The expected shipping date is November, but after seeing what's going on, I think it's probably more likely we'll see that shipping date slip to sometime next year, probably around February or March.
schlep
81
Sep 6, 2017
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atari.zero.tvTo make up for the delay, perhaps MD can provide a much faster and reliable shipping method, both for international and domestic customers.
Visconti
25
Sep 6, 2017
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schlepI posted in another thread, but based on my shipping number, expect 2 weeks for your delivery time if you're on the west coast. Not sure how much shorter (or longer, for international) it will be depending on your distance from the point of origin.
gickeleshut
7
Sep 7, 2017
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ViscontiI'm in the middle of the US and it was 9 days estimated from the ship date. But there was a three-day weekend in there as well. It's supposed to get here Saturday, but who knows. I don't know if I've ever had anything come through FedEx "SmartPost" before.
howe.ben.howe
2
Sep 7, 2017
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atari.zero.tvThis is a superb set of suggestions and insights. First, I hope Massdrop takes advantage of your recommendations. Second, I'm going take those recommendations to heart myself! I work in online bespoke suiting, and clear communication of garment status to clients is, predictably, paramount. You've helped more than one company with that email.
Thanks from all of us for your cool and well-spoken representation. Thanks from me for the wisdom! Best, Ben
Thanks from all of us for your cool and well-spoken representation. Thanks from me for the wisdom! Best, Ben
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