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bradr
963
Sep 6, 2017
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Update 9/22 5:10pm PT:
Hey all - orders have been getting packed up and shipped throughout the day, and the team was in the process of shipping the remaining orders when I talked to them a few hours ago and on track to get 100% of orders done today. This means everyone should get their tracking number within 12-24 hours from now, and an expedited package heading their way.
Update 9/21 5:58pm PT:
As of today the kitting was fully completed for all of the remaining orders, and the shipments were getting staged. The team expects to have 100% of orders out tomorrow.
Update 9/20 10:45pm PT:
I did not get an update today before I had to leave the office - I'll be following up on this tomorrow morning to get the latest info. (Next Update 9/21 before 5pm PT)
Update 9/19 8:30pm PT:
Hey all - We are on track to have everything shipped (and sent via expedited shipping) by end of the week (9/22) per the email, though individual orders will continue to go out as soon as they are each able to be sent (sorted + kitted) this week.
To be clear, the sorting and kitting of the thousands of various orders combinations is the part that is manual and takes a lot of time, and that should have been done well in advance of now. There are also a number of better ways for this to be done, and to make sure this process does not lead to a delay, but obviously improvements to the process now (which are being made) won't help with this drop.
(Next update 9/20)
Updated 9/18 11am PT:
Emails meant to be sent on Friday 9/15 were actually sent this morning (9/18):
https://www.massdrop.com/buy/planck-mechanical-keyboard/talk/1817244
(Next update 9/19)

Update 9/15:
Today's update: We are continuing to ship today and through next week and we currently expect all of the remaining 33% of orders to ship next week. Our whole team at the warehouse is on this, and we will be expediting shipping of these orders (domestic and international) to ensure that you get the order as quickly as possible at this point. I'm personally expecting remaining orders to go out first thing next week, but will be updating this thread daily until they're all sent out.
For more context, this delay was caused by an incorrect estimate of the amount of time it would take to sort and kit all of the orders, along with a prioritization communication issue (meaning specifically other drops being worked on in conjunction with this, when this should have been all hands on deck). To be clear, these aren't excuses nor are they acceptable - that's just the facts of what happened. Regarding point (2) below, the teams are meeting next week to discuss what went wrong here and how we're fixing it down the road, so I can share more on that, hopefully next week.
For point (4), [regarding] what we can do to get these all out on 9/15, what I was able to do was get priority shipping for the remaining items and get the team to prioritize these entirely today and into next week. We were not able to get these all out today, nor were we able to get overtime scheduled last minute that could help get some out this weekend. I'll be bringing the priority issue up along with the ability to get ahead of these drops and schedule overtime as needed as ways we can get ahead of this in the future.
And lastly, as I've mentioned before, I've kicked off a new internal process for us to improve communication on drops. This will not be perfect, but it will help create a more regular conversation between Massdrop and the community when problems happen, and will also better serve us to get ahead of these issues and not leave us in the state we're in here.
Again, I'm truly sorry for the issues and horrible experience Massdrop has provided here. Thanks again to all of you who participated in this drop, and we hope to have the chance with many of you to show ourselves doing better in future drops. (Next update 9/18)
Update 9/14:
Hi all - sorry for the delay in following up today. At this point, about 2/3rds of the orders have been sent out, but the remaining third has not been shipped yet and are expected to continue to go out over the next couple business days.
To save a few of you here a small amount of time, let me simply state for everyone that the continued delay is unacceptable. And, let me say I'm sorry. I don't have a clear reason into why the remainder haven't been sent out beyond it taking more time than expected, and I don't really think there could be an acceptable reason at this point anyway.
All I can offer at the moment is: (1) a commitment to give daily updates until the order have all been sent out with as much information as I can gather, (2) a follow-up and explanation from the teams involved into what actually happened and how we're going to fix it in the future as soon as I can produce that information , (3) and a commitment to improve the messaging from Massdrop in the future (a new process has been started and is being driven by me, and will begin next week).
edit: (4) I also want to let you know that I'll be following up to see what can be done to get these all out tomorrow (9/15), and provide an explanation if for some reason that's not possible.
I've read most of the comments below, and understand the frustration from most people in this drop. For those of you who have decided to not buy from Massdrop anymore and those of you who are sticking with us, thank you for giving Massdrop your time and being a part of the community. I'm sorry again for the delays and poor messaging, and am working to try and improve and communicate improvements being made on both fronts.

Update 9/8: The remaining orders are on track for being shipped early next week. As of now, 43% of orders were shipped. The remaining 57% of orders are all on track to ship by Weds (9/13), but some orders will start being shipped on Mon (9/11). As a reminder, you will receive an email once these are shipped and tracking numbers are in the system (this can sometimes be 12-24 hours after they are actually “shipped”). Thanks for the continued patience (and feedback on this thread), and sorry again for the delays and poor messaging on this drop. --------
Hey all - I have a quick update for you:
As of now, about half of the Plancks have shipped out. The other half, unfortunately, have been delayed another few days due to a mistake on our end with our inventory management process. This resulted in us not having the needed amount of switches ready to ship by last week, and means that our team is putting together the switch packs right now. The remaining orders are expected to ship early next week at the latest, but we are pushing for a Friday ship date.
The next update will be from me, or someone on my team, on Friday 9/8.
I want to recognize that this is yet another delay for those in the second bucket, and apologize for messing this up. It's a pretty disappointing, and avoidable, oversight that happened due to human error related to the previous delays with this drop.
Beyond that, I want to personally apologize for poor communication on our side throughout this drop. I think most people here recognize that mistakes happen, but it's unacceptable to see bad (or a lack of) communication when mistakes come up. I'll be working on fixing the communication process and sincerely appreciate @atari.zero.tv and others who are sharing feedback on the thread below:
https://www.massdrop.com/buy/planck-mechanical-keyboard/talk/1804697
Thanks!
Sep 6, 2017
killingmoon
Sep 6, 2017
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bradrthank you for the update.
Sep 6, 2017
EpicFlyman
179
Sep 6, 2017
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bradrThanks @bradr. This is all I've been wanting- a simple straightforward message about whats going on. (Well, aside from my order, but that goes without saying). I really really really hope communication is better from here on out, because this has been a textbook example of how not to handle delays. There is nothing more stressful as a customer than not knowing whats happening after your money is spent.
Sep 6, 2017
Dotwad11
67
Sep 6, 2017
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bradrI'm planning on moving to a new state on Oct 2. Should I have my Planck shipped somewhere else, rather than my currently location? I'm getting concerned with having the ship date getting pushed back closer and closer to my departure date; I don't want to see it ship to my location here, right as I hit the road and me end up missing it.
Sep 6, 2017
damaged
22
Sep 6, 2017
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EpicFlymanYou got screwed, these guys, like other MD droppers will redirect shipments to retail outlets if they think they can make a higher profit, then they make up some lie about why they cannot deliver, it's a shameful practice.
Sep 6, 2017
RabidGnome
Sep 6, 2017
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damagedI would not put it past MassDrop to do this, but I think people would notice if there was a Planck kit at a retail location. In fact I can't say I have ever seen a keyboard kit available at a retail location. I assume this is because most people are just not willing to solder the switches, casuals!
Sep 6, 2017
bradr
963
Sep 6, 2017
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Dotwad11@Dotwad11 From what I've heard, I'm confident that you'll get your Planck before Oct 2 and shouldn't switch. That said, I'd recommend you still reach out to make a support ticket (you can do so from your transactions page) to confirm with them. (That way, if somehow something messes up, you've already raised the issue).
@damaged Massdrop is certainly a bit of a non-standard setup for selling stuff online, but we don't have or sell to any retail outlets at this point that I know of. For Massdrop made products like this especially, it wouldn't even be possible because, as @RabidGnome 's comment suggests, Massdrop made products aren't available in any retails stores. Plus, if I was gonna make up a lie about why we couldn't deliver on time I would *definitely* pick something a bit cooler / less embarrassing than "we messed up and didn't have enough switches" for half our orders. We definitely don't benefit from upsetting paying customers and community members.
Sep 6, 2017
Dotwad11
67
Sep 6, 2017
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bradrThank you for the suggestion. I appreciate your update on the drop status and recommendation on my issue.
Sep 6, 2017
damaged
22
Sep 6, 2017
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RabidGnomeIt's not Massdrop, it's the originator. But look, believe what you want to.
Sep 6, 2017
damaged
22
Sep 6, 2017
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bradrYou keep beating that drum!
Sep 6, 2017
R-Seabrook
49
Sep 6, 2017
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bradrHands-down, Massdrop offers the poorest customer service & communication I've ever dealt with.
This delay, ontop of the previous delays, is unacceptable.
Can I assume Massdrop will be using expedited shipping for the remaining Planck packages? Although sadly I think we all know the answer.
Sep 6, 2017
erto
493
Sep 6, 2017
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R-SeabrookYou haven't dealt with TV, phone or ISPs companies before then? ;-) MD has attempted to be communicative but obviously hasn't been as forthcoming or punctual as we would like. Internally they fumbled twice in this drop. Those fumbles were entirely avoidable which reduces my willingness to dismiss these delays. They weren't unknowns or out of their control. I am not sure what they will do other than apologies. I went with MD because I don't want to trust some anonymous single person who may or may not have nefarious purposes in handling stranger's money to group buy mkbs and their associated paraphernalia. Most of my transactions and communications have been OK. However, going forward I may go directly to source and pay a little extra. IE Preonic from olkb.com directly. As far as custom key sets, I may just forgo new keysets or bite the bullet and try other avenues.
Sep 6, 2017
RabidGnome
Sep 6, 2017
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damagedOk. So where do I go then to buy a Planck keyboard kit that is covered in MassDrop branding?
Sep 6, 2017
Victuals
103
Sep 6, 2017
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ertoThe problem is that MD has been subpar in general, not just in this drop. See SA Godspeed keycaps and Infinity Ergodox drops for example.
Sep 6, 2017
fualkner
27
Sep 6, 2017
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bradr@bradr Thanks for the honest answer and insight into what's causing these delays. I'm willing to forgive delays that are accompanied by an earnest explanation of what went wrong and when we can expect further updates (of course, keeping that follow-up date is very important, which is another place MD can improve). I'm guessing I'm not the only one that feels this way. I hope MD is serious about improving their customer interactions, because the way the delays have been managed here will definitely affect my participation in future drops.
Sep 6, 2017
djuggler
41
Sep 6, 2017
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Sep 6, 2017
djuggler
41
Sep 6, 2017
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bradrNo worries. We appreciate you.
Sep 6, 2017
RabidGnome
Sep 6, 2017
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djugglerI don't see the MassDrop case, the switches, or the XDA keycaps from the drop. However, you could be right about the PCB and top plate, I guess. However, it would be weird to prioritize selling on OLKB, as I am pretty sure it is cheaper than her on MassDrop, if you don't figure in the case, switches and keycaps.
I love a good conspiracy theory, but I am pretty sure you are reaching on this one. I would totally believe that MassDrop sold some of the switches when things started to get delayed or something along those line.
It is pretty clear that MassDrop is no telling the truth, as statements like "if I was gonna make up a lie about why we couldn't deliver on time I would *definitely* pick something a bit cooler / less embarrassing" are a trademark of liars. However, I don't think your explanation is the real *truth* either.
Sep 6, 2017
djuggler
41
Sep 6, 2017
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RabidGnomeI misread your post as " So where do I go then to buy a Planck keyboard kit that is NOT covered in MassDrop branding?" I don't know of anywhere that sells all the parts as a kit. I seriously doubt MD or OLKB would be reselling the kits we ordered before sending them to us. "I am pretty sure you are reaching on this one" Not my conspiracy. I think someone in this thread did mention that but I have not lost any faith in MD or OLKB. I personally don't care if the kits arrive next week or in December. I know the Planck is coming and I'm going to enjoy building it when it arrives. I have been burned before but that was by https://nymi.com/. I pre-ordered their product in 2013...and crickets. But that's the risk you take with group buys, pre-orders, and kickstarters.
Sep 6, 2017
Visconti
25
Sep 6, 2017
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R-SeabrookHa. So, I've actually got my tracking number already, and thought it was supposed to be delivered Tuesday. Was wondering what was going on with Fedex and looked closer. It is supposed to be delivered on Tuesday...the 12th. So expect a 2-week shipping time if you live on the west coast.
Sep 6, 2017
BestUndecided
100
Sep 6, 2017
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bradr@bradr You should really be sending emails for these kinds of updates rather than just posting to this thread. There have been no emails regarding this drop since July 10th (outside of the opt in email August 3rd). Most people in the drop aren't checking this thread daily, and it is a poor medium for informing all purchasers.
Sep 6, 2017
RabidGnome
Sep 6, 2017
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djugglerSo sorry! I mixed you up with damaged.
Sep 6, 2017
bradr
963
Sep 6, 2017
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BestUndecided@BestUndecided Yes, you're right. Thanks for calling this out. Will send future updates on email as well, and make sure the updated process for this always includes both.
@RabidGnome I guess I need to work on my truth telling skills :( It's probably more a trait of 'deflection' than it is of just lying. As in deflecting the embarrassing and disappointing nature of having to make this post. But I appreciate the feedback, and understand I can't convince everyone that I'm doing what I can to share what's going on. I'll be working with my team on delivering clear, frank, consistent, and timely messaging around drops.
Sep 6, 2017
BlueCrowned
5305
Sep 6, 2017
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bradrI believe in you!
Sep 6, 2017
kojul
6
Sep 6, 2017
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bradrI completely agree with the idea of e-mailing instead of posting here. As in, I had no idea when I was getting mine until it hit my doorstop today. Which if anyone gets theirs soon, watch out for the switch plate, it has extremely sharp edges.
Sep 6, 2017
fopenplop
101
Sep 7, 2017
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damageddude, if you find a retail outlet selling Plancks in the next few months, point it out
Sep 7, 2017
Keybler
144
Sep 7, 2017
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kojul..didn't we have a delay to fix the plate...
Sep 7, 2017
3KidNerd
175
Sep 7, 2017
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bradrHi Brad, I got this email from Massdrop CS about 40 minutes ago in response to my question to them a few days ago.
Hello, Thank you for contacting Massdrop Community Support. My name is <person>, and I would be happy to help. I have reached out to our Logistics Team handling this drop requesting an update. There is not a definitive ship date that I can see at this point. Hopefully, they will be able to get a group email and/or post on the discussion board with some details on why there is a delay and when it will be resolved.  I apologize for the lack of communication regarding this and I will be keeping an eye on this drop, and continue to request updates moving forward. Please let us know if there is anything else we can help you with. Best, <person>
"There is not a definitive ship date that I can see at this point. Hopefully, they will be able to get a group email and/or post on the discussion board with some details on why there is a delay and when it will be resolved. " Getting this today is making me question if the Friday or early next week dates are going to happen. Has something else happened?
Sep 7, 2017
RabidGnome
Sep 7, 2017
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3KidNerdThe dates are made up. You get it when you get it or maybe you don't and you get a refund.
Sep 7, 2017
Visconti
25
Sep 7, 2017
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3KidNerdHeads up, you stripped the name of the CS rep at the end, but left it in the body of the reply.
Sep 7, 2017
EpicFlyman
179
Sep 7, 2017
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RabidGnomeWelcome to Massdrop! Where the dates are made up and the complaints don't matter!
Honestly though, at this point dates don't mean much of anything, but they're still something to cling to. I just want my damn board.
Sep 7, 2017
RabidGnome
Sep 7, 2017
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EpicFlymanIts fun an exciting! When you buy something on Amazon you pretty much can expect to actually get it and on which date (plus or minus a day), but here who knows!
Sep 7, 2017
3KidNerd
175
Sep 7, 2017
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ViscontiAh crap, tried to not throw an individual under the bus. Thanks, updated.
Sep 7, 2017
TalliBighood
2
Sep 7, 2017
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bradrI opted-in why was i just refunded? you know what, fuck it.
Sep 7, 2017
bradr
963
Sep 7, 2017
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3KidNerdHey @3KidNerd - I had someone take a look at your specific thread, and it sounds like there was a confused CS agent who didn't see the latest update we shared when we moved up the ship date. Sorry for the confusion. I have been told the timeline I wrote above is still correct. I'll still follow-up tomorrow with any additional information I have and to confirm.
@TalliBighood - that's pretty messed up and shouldn't happen - sorry. It sounds like you may be over it... (it being this drop and/or Massdrop). If you still want to get your Planck please create a ticket with support. I'll also be here if things don't get resolved that way. Thanks.
Sep 7, 2017
clicky_clacky
131
Sep 8, 2017
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TalliBighoodI'd say the same damn thing if that happened to me. Fuck that noise.
Sep 8, 2017
erto
493
Sep 8, 2017
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bradrQuestion: Which keys were you short?
Sep 8, 2017
RabidGnome
Sep 8, 2017
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ertoThis is a really good question! A good follow up questions is, do they have an estimate for delivery of these switches. I do understand that their switch sources may not deliver on time, but it would be nice to know when the switches were ordered and when the expect delivery.
I ordered one Planck with Zealios 65g and a second one with Zealios 78g. The current Preonic drop does not have an option for Zealios 78g, so I expect to be shit out of luck on this one. The annoying part is that at least one of the people who has received their Planck had Zealios 78g.
Sep 8, 2017
erto
493
Sep 8, 2017
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RabidGnomeFull disclosure: Zealios 65g. I don't expect a full half of the orders are Zealios. I think I saw a breakdown Jack had in reddit or his blog. Now I gotta find it.
Sep 8, 2017
RabidGnome
Sep 8, 2017
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Sep 8, 2017
Alien1993
2
Sep 8, 2017
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bradrThat's it, you lost a client.
Sep 8, 2017
erto
493
Sep 8, 2017
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RabidGnomeThat's it.
Sep 8, 2017
fnnln
25
Sep 8, 2017
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bradrI'm getting so annoyed at this whole thing. Is it possible to get part of the order shipped? And the rest refunded or something? If it's just the switches that are missing, i don't care... I just want my planck man... :(
Sep 8, 2017
erto
493
Sep 8, 2017
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fnnlnI thought the same thing. I guess I can stare at the parts until I either get the switches in I wanted or get different ones from another source. It would be a nice option but logistically I think it would be difficult for MD to execute in a coordinated and timely manner anyway. I did shoot off a request for information on the switches they forgot to order and awaiting a response with an ETA. Until then I check my email every 5 minutes and revisit MD every 6 minutes.
Sep 8, 2017
bradr
963
Sep 8, 2017
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ertoI'm also following this thread and trying to follow up on the specific switches/parts that caused the delay.
Sep 8, 2017
bradr
963
Sep 8, 2017
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bradrHere's what I found out: the mistake on our side caused us to not have enough packs ready across switch types, not just on one particular type of switch. Basically, when the other delayed components (Plancks) hit our warehouse, we were completely unprepared to ship them out on time because of that human error. It's a really dumb mistake and again I'm sorry that it delayed half of the shipments, and even more sorry that we were so bad at communicating the delays in the first place. I'm about to update my sitckied post to say we're on track for shipments early next week.
Sep 8, 2017
erto
493
Sep 8, 2017
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bradrI figured it was a cross section of switches. If kits will be all shipped early next week, then I'd be happy. I know it isn't a imperative to give out specifics but if you could indicate how many shipments were delayed and that all of them would be ready to ship early next week, you would alleviate some concerns.
Sep 8, 2017
ALEC_B
71
Sep 8, 2017
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bradrYou know since we have to go through alll this bullshit. I'd at least expect like a complimentary t-shirt, or a free keycap puller or something. Because frankly, this whole issue is losing you guys customers and making massdrop look extremely unprofessional.
Sep 8, 2017
RabidGnome
Sep 8, 2017
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ALEC_BI would be happy with just expedited shipping. If nothing is done on their part, then this is my last purchase.
Just to be clear, I expect MassDrop to do something that costs them money, e.g. free t-shirt or expedited shipping.
Sep 8, 2017
bradr
963
Sep 8, 2017
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erto@erto Thanks for the feedback. Update posted.
Sep 8, 2017
bradr
963
Sep 8, 2017
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RabidGnome@ALEC_B @RabidGnome Thanks for recommending this and letting us know that you expect this. I'm going to follow-up with the team (specifically... the heads of custom products, logistics, and communities) to surface and discuss.
Sep 8, 2017
BlueCrowned
5305
Sep 8, 2017
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RabidGnomeI'm figuring the whole situation is already costing them money, honestly.
Sep 8, 2017
RabidGnome
Sep 8, 2017
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BlueCrownedNot enough!
Sep 8, 2017
BlueCrowned
5305
Sep 8, 2017
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RabidGnome¯\_(ツ)_/¯ I didn't actually buy a Planck (as much as I want one, soldering scares me...) but I commented here a while ago and it keeps telling me when you all reply, so I've been watching this whole situation with some interest.
Sep 8, 2017
atari.zero.tv
738
Atari Zero TV
Sep 8, 2017
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bradrI think this drop has left a very bad impression in the minds of a lot of the members of this community. The thing is, I don't really know how anything free in this drop will address that issue. It's going to be a constant fear from now on, which is why I gave those recommendations on the other thread and emailed them to you.
I would like to join the Preonic drop, because I think the case is really cool and I have an older model Preonic that I love, but it feels like a risk to me. $200 dollars now for a product I might receive on time? It's the same kind of feeling I have about keycaps, now, but I know that's not Massdrop's fault.
If you want to make some of the members happy, but not affect your bottom line, how about this: for the next Yanbo's Closet sale, give first-in-line access to the people in this drop. Let them buy one item from the sale before the public gets access. There's probably some amazing stuff left over (probably even the Plancks they cancelled ;-) ).
Sep 8, 2017
RabidGnome
Sep 8, 2017
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BlueCrownedI get how soldering can be scary, but it not that bad. Even if you do screw up bad and damage part of the board, you can usually fix it. Also, everybody over at https://www.reddit.com/r/olkb/ is really helpful, if you need any guidance.
If you have the money and time you should do it!
Sep 8, 2017
atari.zero.tv
738
Atari Zero TV
Sep 8, 2017
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BlueCrownedI think there will be a lot of Plancks available in the next Yanbo's Closet. Probably a lot of XDA Canvas as well.
Sep 8, 2017
BlueCrowned
5305
Sep 8, 2017
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RabidGnomeI'm looking at buying a KBParadise Type R Polestar soon but it's on the list for sure
Sep 8, 2017
EpicFlyman
179
Sep 8, 2017
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atari.zero.tvSpot on, again. This drop has left me feeling constantly anxious - There is no way I'll be able to trust MD again in the near future, and I'm sure I'm not alone. This is not an easy fix, and the damage done to PR is not insignificant.
That said, expedited shipping seems like a reasonable expectation after all this. Personally, I wouldn't mind a counter toward my friend referral purchases.
Sep 8, 2017
Dotwad11
67
Sep 8, 2017
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EpicFlymanShit. I plan on moving to a new address within the next 3 weeks; from Louisiana to Maryland. Talk about anxious.
Sep 8, 2017
EpicFlyman
179
Sep 8, 2017
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Dotwad11I feel that man. I moved a few weeks ago, so I had support update my delivery address expecting there to be further delays. I would talk to support and see if they can change the address to a family member if you aren't sure it'll get to you in time.
Sep 8, 2017
Dotwad11
67
Sep 8, 2017
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EpicFlymanYeah. Just did. Sucks that whenever this thing eventually does ship, I've gotta wait, yet again, for my family to reroute it to me. So, I'll probably be THE LAST person to receive a Planck
Sep 8, 2017
Evan_R
17
Sep 9, 2017
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atari.zero.tvGREAT suggestion, @atari.zero.tv. @bradr what do you think
Sep 9, 2017
bradr
963
Sep 9, 2017
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Evan_R@Evan_R @atari.zero.tv I think that's an awesome idea - logistically/product wise I'm not sure how feasible it is, but I'll definitely be following up on that concept with the team and Yanbo.
I do think some way to show the company cares and apologizes for a really bad experience is in order, but ultimately, I agree w Atari that we're going to have to prove ourselves by making improvements to our process and communication and consistently delivering on that moving forward. Lost trust is not easily regained or bought, and we can't take that lightly.
Sep 9, 2017
Olibatts
7
Sep 9, 2017
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Dotwad11I'm in a very similar situation! I'm moving soon and no one will be able to collect my package for me, not really sure what I'm going to do...
Sep 9, 2017
Dotwad11
67
Sep 9, 2017
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OlibattsAs others have suggested, I'm just going to ship my package to a family member. I really can't think of anything alternative, so if that's something you can't do then you have my condolences. Godspeed my friend...
Sep 9, 2017
fan-tuhm
39
Sep 9, 2017
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OlibattsSince they are using FedEx, have it shipped to the FedEx location near wherever you are moving and held for customer pickup. This is the safest option in my opinion.
Sep 9, 2017
gwil
22
Sep 11, 2017
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bradrWhat a pity that things have gone this way. This will be my first and last purchase from Massdrop: I just don't see how the discount can justify such a poor experience, from the two month delay to having to come here myself to find out why my order still isn't on its way. That no-one thought to email customers of this drop with the latest news is just _weird_, and that @BestUndecided pointed this out a week ago and still no-one has sent an email speaks *volumes*.
Sep 11, 2017
DaddyWilson
110
Sep 11, 2017
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bradrAnyone receive tracking info today? Really considered the current OLKB, but this drop makes me want to seek direct purchase from the original site.
Sep 11, 2017
ALEC_B
71
Sep 11, 2017
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DaddyWilsonNo I haven't received anything. The only thing I have to say about all this. Is that massdrop shipping dates are bs, and lack of communication is frustrating. Add an extra three months to it. And if you're ok with waiting that long for the preonic then go for it. The expected ship date for us was June (purchased it in March) .. and I doubt I'll receive it by this month. So expect about 6 months wait from date of purchase.
Sep 11, 2017
EpicFlyman
179
Sep 11, 2017
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DaddyWilsonThe soonest anyone will see tracking is Tuesday. Brad's said some (not all)will ship today, and it typically takes at least 24 hours before tracking numbers are sent out.
All will be shipped by Wednesday. You would know this is you bothered to read.
Sep 11, 2017
PoekRose
76
Sep 11, 2017
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gwilFor those of us that have experienced the delays and radio silence from drops before, it seems like Massdrop hasn't learned their lesson from previous mistakes. I ran down my transactions list and tallied up the money I've saved on products I can purchase direct. I've personally saved $19.71 across 8 buys. I'm done.
Sep 11, 2017
killingmoon
Sep 11, 2017
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PoekRosei'm deleting my account after this, this wasn't worth the $20 or whatever that I saved on the drop
Sep 11, 2017
RabidGnome
Sep 11, 2017
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PoekRosebut, what about the convenience of getting all these parts from a reputable seller! LOL!
Sep 11, 2017
johnnyyyyyyyyyyyy
17
Sep 11, 2017
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RabidGnomeYeah that is one of the benefits of going through Massdrop, getting everything all at once is nice. This was the first drop that I ever joined on here but too bad it's been such a disappointment how this drop was handled. Considering how late this drop was delayed I completely understand @killingmoon .
Sep 11, 2017
RabidGnome
Sep 11, 2017
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killingmoonThis is also my last drop. Would love to buy more keycaps and olkb stuff, but not supporting Massdrop with another penny. I hope the WhiteFox kick starter works and out well and shows people we don't need Massdrop.
Sep 11, 2017
kritt3r
24
Sep 12, 2017
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bradrDid we get a 9/8 Update?
Sep 12, 2017
clickclackjack
117
Sep 12, 2017
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kritt3rYes its at the top of this thread
Sep 12, 2017
RabidGnome
Sep 12, 2017
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bradrAre we going to get an update? What percentage of the Planck kits were shipped on Monday? Also, you never did answer what the time line on the switches arriving was... Do you actually have all the missing switches in hand or are you still waiting for them?
This new Massdrop feels a lot like the old Massdrop!
Sep 12, 2017
EpicFlyman
179
Sep 12, 2017
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RabidGnomeHoly shit you are fucking annoying dude. He didn't promise another update, allow the stated time to pass before you start bitching again.
I want my board just as bad as everyone else; whining about details does not help
Sep 12, 2017
RabidGnome
Sep 12, 2017
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EpicFlymanActually repetitive complaining is about the only thing that does work. Besides I have to do something on my 5 minute breaks.
Sep 12, 2017
DaddyWilson
110
Sep 12, 2017
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EpicFlymanNot trying to argue, but I did read the update provided. Problem is I also read the other updates prior to this stating ship dates that weren't met. No disrespect, but you made a poor assumption in thinking I dropped a blind post without reading plenty at first. Instead of trusting another expected ship date, I decided to place my trust in the community to see if anyone received any shipping info. I've spent a lot of money with Massdrop and honestly weighing options future purchases. You don't have to understand or like my position, but please remain respectful.
Sep 12, 2017
FlameTex
35
Sep 13, 2017
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bradr9/12/17... When are we expecting the rest of the shipments to go out? Still waiting on mine!
Sep 13, 2017
killingmoon
Sep 13, 2017
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FlameTexit's in the last update, bradr said he expected all shipments to be out the door on 9/13 and that we would get tracking numbers when the carriers started tracking them (several days later...)
Sep 13, 2017
bsastor
779
Sep 13, 2017
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bradrJust got it this afternoon in Singapore!
Sep 13, 2017
schlep
81
Sep 13, 2017
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bsastorCool. From Singapore too but I havent received a tracking number even.
Sep 13, 2017
agbell
35
Sep 13, 2017
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bradrHi, I haven't got an update yet, though it is 9/13. Why do I get an email from massdrop every day, but can't get email updates on the status of this?
Sep 13, 2017
bradr
963
Sep 13, 2017
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agbellHey @agbell These units are all expected to ship by EoD today, and tracking numbers should be received within 12-24 hours of that. We did not provide another update, as things were on track, though I am working on getting our communication process fixed so we consistently update, in a timely fashion via both discussion AND emails, for these situations. Thanks!
Sep 13, 2017
agbell
35
Sep 13, 2017
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bradrOk, thanks for the update. I was expecting for things to get pushed out again. I don't intend to be jerk, just frustrated about this one.
Sep 13, 2017
DaddyWilson
110
Sep 13, 2017
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bradrI want to be clear in stating that I appreciate you stepping in to help. Please don't take my previous questions/statements as being directed at you. You personally will help retain a lot customers including me.
Sep 13, 2017
johnnyyyyyyyyyyyy
17
Sep 13, 2017
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bradrThanks for the update! Just in time, my new soldering equipment just came in today :)
Sep 13, 2017
3KidNerd
175
Sep 14, 2017
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bradrWhy do I have to go searching through the comments on here to get an update? Can't you update the first comment with a 9/13 update to say they're all shipped? That'd be way better than scrolling through 50 comments. I woke up assuming that it was delayed again. The fundamental issue again, I shouldn't need to search for updates. Front and center, not down and hidden, please.
Sep 14, 2017
Xemoth
2
Sep 14, 2017
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bsastorDid you receive any tracking info?
Sep 14, 2017
Victuals
103
Sep 14, 2017
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3KidNerdWell, that comment was not an update. Everything got shipped on Sep 13, and there was no change in that. (Unless MD skrewed up again, but we can't make assumptions right now) Tracking numbers have never immediately appeared after shipping (applies to pretty much every group buy), and in MD's case, it usually takes 1-2 days before the tracking numbers show up.
I would wait until 2 days after the shipping date before ranting.
Sep 14, 2017
BigTuna94
20
Sep 14, 2017
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bradrJust got my tracking number, whooo!
Sep 14, 2017
erto
493
Sep 14, 2017
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3KidNerdMD has acknowledged the problem with updates and notifications. Actually it has been acknowledge before but I haven't found any changes to their system other than switching from DHL to FedEx. We will see who is patient enough to see what they come up with next. Updates within a threaded forum such as this is problematic. A notification system per drop (For options like: email, text message or none) would be ideal. Scheduled drop updates, shipping notifications and unscheduled (delays and opt-in/outs) could be sent out. The problem is perception of responsiveness. I see some threads get zero responses to inquires while others get good responses. A separate method must be used then these threads for inquires, however, the questions should be answered in group form so the question does not keep getting repeated.
I don't think their system works like this and it would take time and money to implement a better solution.
Sep 14, 2017
3KidNerd
175
Sep 14, 2017
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VictualsIt wasn't an update? "These units are all expected to ship by EoD today." I mean, that sounds like an update to me. The 12-24 hours is on me since it was in the pinned post and I obviously forgot about it. However, the drop missed the ship date by > 2 months. Required an FTC mandated opt-in process for the new date. Then missed the new date by > 2 weeks. I don't feel like I'm being unreasonable when I ask for an update that everything has shipped. And Massdrop would appear to agree, because they posted that all units are expected to ship. @bradr has been soliciting feedback on how to improve communication. I'm providing that feedback.
To me, this is a site about community. If that's the case, a more personal touch feels appropriate. In fact, many drops that are on time have a posted update from Massdrop "All <dropped item> have shipped!"
Sep 14, 2017
Victuals
103
Sep 14, 2017
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3KidNerdThe top level comment includes that most drops were going to be shipped on Sep 13 ("The remaining 57% of orders are all on track to ship by Weds (9/13), but some orders will start being shipped on Mon (9/11)"). bradr simply restated that, and that's not an update/new info.
Sep 14, 2017
3KidNerd
175
Sep 14, 2017
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ertoYeah, that's sort of the ideal state. In the interim, they/we must deal with what they have. So, updating the pinned post with the most recent details seems like the best option. And they do have the ability to send emails, so that'd be good too. However, there may be significant manual setup or cost associated with that, depending on what they're using for email.
Sep 14, 2017
3KidNerd
175
Sep 14, 2017
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VictualsTo me, it's an update. Take another example. You're building a bridge. You tell me it'll be done in 12 months to the day. Ok, maybe, maybe not. What's your confidence level in hitting that day, 5%? 6 months from now, you tell me, you're still on track for 6 months out. Is that an update? What's your confidence level now, 10%? 10 months in you tell me, you're still on track for 2 more months. Is that an update? What's your confidence level now, 40%? 11.5 months in you tell me you're still on track for 2 weeks out. Is that an update? What's your confidence level now, 90%? Three days left you tell me you're on track. Is that an update? What's your confidence level, 99%?
At work do you have to provide your boss updates on progress? Do you simply start building that bridge and 11, 12, 13 or 15 months later tell them you're done? @bradr posted several days ago (last week in fact), that they'll be sent out by yesterday. To me, that's a 95% confident update. Him posting they will be sent out today (yesterday) is something I can be extremely confident in since it's in the same day and is easy to estimate. If you don't provide updates to your boss, I hope your bridge is never late. That could be a very uncomfortable conversation.
Sep 14, 2017
fan-tuhm
39
Sep 14, 2017
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3KidNerd@victuals Lawd people! Its an update in that he is confirming that they are finishing on schedule. Use this energy to do something productive.
Sep 14, 2017
Victuals
103
Sep 14, 2017
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3KidNerdThis is much smaller scale than that. It seems to be a false analogy, but I guess that depends on the person. The last "update" was less than a week ago, so I would expect the information to stay accurate.
Sep 14, 2017
bsastor
779
Sep 14, 2017
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Xemothi got it 2 days ago and is currently building the kb. Here's hoping the rest of you guys get the kb soon. The kit is exquisite. Feeling the weight of the PCB and the plate. Alu casing is one solid piece, edges are smooth and the CNC work was done very well. And the make of the PCB is remarkable i tell ya. Just the packaging has some room for improvement, otherwise i feel good about this drop.
Sep 14, 2017
fan-tuhm
39
Sep 14, 2017
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Touche, I am not a troll. MD needs to communicate to sooth the pains of these delays.
Sep 14, 2017
Xemoth
2
Sep 14, 2017
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bsastorDamn makes me so excited to receive it. Seems like shipping is quite fast to SG. Hopefully can get it by next week
Sep 14, 2017
zeshon
106
Sep 14, 2017
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bradrIt's the 14th and I still don't have a tracking number. I hope I'll be getting one today.
Sep 14, 2017
PoekRose
76
Sep 14, 2017
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zeshonMakes me wonder what their website/order management/shipping platforms are... Certainly MD has some customized eCommerce software to handle all the options/products/categories, but there has to be some sort of integration available with a shipping provider to update our orders when they print a label.
Sep 14, 2017
RabidGnome
Sep 14, 2017
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PoekRoseYou mean like every other eCommerce site where you actually get the tracking number *before* it ships?
Sep 14, 2017
PoekRose
76
Sep 14, 2017
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RabidGnomelike every other eCommerce site where you get the tracking number when the label is printed. The normal process in all the eCommerce companies I've worked at (4 now) is that when the label prints, it gets applied to your box and you get sent the tracking number. It hasn't "actually" shipped (ie. is in the hands of Fedex or UPS), but it's close enough. Having @bradr saying "everything has shipped" and not having a tracking number doesn't help.
Sep 14, 2017
zeshon
106
Sep 14, 2017
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PoekRoseThis company acts like they just started. They launched in 2012! Get it together.
Sep 14, 2017
erto
493
Sep 14, 2017
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RabidGnomeLet's be honest. Group buying mechanical keyboards and their components, discounting the other communities they do and coordinating with designers and overseas manufactures isn't a typical e-Commerce setup. I think the issue is communication and MD has admitted as such we just need to see if they can address it. I have said before, I prefer going through a reputable, reliable and upfront company than an anonymous guy with a paypal account and a google order form. Refunds haven't been an issue with MD.
Sep 14, 2017
PoekRose
76
Sep 14, 2017
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ertoWe agree, the supply chain, assembly, and organization portion of MD is a massive undertaking. We all agree that their communication could use a revamp. However, printing the shipping labels should be the very last step in the entire process, and automated notifications should be in place. Adding a tracking number to my order when the shipping label prints is a standard integration in today's eCommerce technology. Getting my tracking number "12-24 hours after it ships" is what I would expect from some anonymous guy with a Paypal account and a Google order form, not a reputable, reliable, or upfront company.
Sep 14, 2017
erto
493
Sep 14, 2017
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PoekRoseExcept the anonymous guy would be dealing with a lot less in terms of items to be shipped but I see your meaning. I had at one time gotten the MD tracking numbers prior to shipment. At least the last few. This morning I got a shipping notification for a custom cable I had ordered via MD and it was already shipped the prior day. This 'shipping notification the day after' is either a scaling issue with MD or a change in procedure for their shipping system or shipping staff and new.
Sep 14, 2017
EpicFlyman
179
Sep 14, 2017
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bradrYo, so are all orders shipped or what?
Sep 14, 2017
Smocaine
16
Sep 14, 2017
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Sep 14, 2017
zeshon
106
Sep 14, 2017
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EpicFlymanThey are handling this SO POORLY
Sep 14, 2017
rykersive
55
Sep 14, 2017
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zeshonNobody panic; They are TOTALLY going to handle ~50% of the shipping labels tonight.
Sep 14, 2017
zeshon
106
Sep 14, 2017
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rykersiveWell, I have cancelled every order I have with them but this one because of how they are handling things, so that should help with their load in future sales!
Sep 14, 2017
RabidGnome
Sep 14, 2017
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zeshonBetween this and what they are doing to Input Club, I hope no one ever buys another keyboard item from them!
Sep 14, 2017
RabidGnome
Sep 14, 2017
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bradrSo is this reply I got accurate? How much longer are we waiting?
Dear RabidGnome,  Thank you for contacting Massdrop, XXXXX here to assist you. We do apologize for the delay in shipping your order and are doing everything we can to resolve this as soon as possible, looks like the vendor has short-shipped us and has been unresponsive regarding more inventory coming our way. Your concerns about this drop are understandable and our logistics team is looking into what is going on. They will update the group via email once they receive more information. If you would prefer not to wait any longer, I can cancel your order and issue a full refund to your original payment method. Please let me know if you decide to proceed with cancellation and I can help with that process. Otherwise, feel free to check in with us if you have questions. Please make sure to keep an eye on your inbox for any email updates from our logistics team. Hope you enjoy the rest of your day. Best regards, XXXXX
Sep 14, 2017
cig-nature
21
Sep 14, 2017
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RabidGnomeI got this response just now.
Thank you for contacting Massdrop Community Support. I'm XXXX and I'll be happy to assist. We appreciate your patience with us while we work on getting the Planck keyboards out. As Brad explained in his most recent post, it can take some time for the tracking info to actually be sent out. I would expect that you should receive the tracking information within the next couple of days. Please let me know if you have any other questions and have a great day.
Sep 14, 2017
RabidGnome
Sep 14, 2017
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cig-natureI guess you got lucky or maybe I got lucky! If I don't hear anything tonight I am canceling my two orders.
Sep 14, 2017
zeshon
106
Sep 15, 2017
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RabidGnomeI got:
After checking your account I see that we dispatched another unit to ship to you from our warehouse, yesterday. It can sometimes take our warehouse 1 to 3 business days to prepare a shipment, so please keep that in mind. Once your replacement has shipped, you should receive an automated confirmation email with tracking. Please note that it can sometimes take up to 48 hours for the tracking information to update in the courier's system.
I have no clue what she means by a replacement, but I can only assume they are going to fuck my order up somehow.
Sep 15, 2017
clicky_clacky
131
Sep 15, 2017
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RabidGnomeJust canceled a $312 order for 2 Plancks. We'll reorder through olkb.com. Tired of MD's BS.
Sep 15, 2017
RabidGnome
Sep 15, 2017
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zeshonSo are they just completely making shit up?
Sep 15, 2017
EpicFlyman
179
Sep 15, 2017
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clicky_clackyFair play, but heads up that Jack has a standard three weeks to ship orders. Busy dude.
Sep 15, 2017
EpicFlyman
179
Sep 15, 2017
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zeshonWhat question did you ask? Like exact wording. wanna say what they say to me.
Sep 15, 2017
RabidGnome
Sep 15, 2017
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EpicFlymanBut will Massdrop ship them in less than three weeks??? Seems like Jack is pretty consistent.
Sep 15, 2017
zeshon
106
Sep 15, 2017
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RabidGnomeYour email came in first, and the second two seem more consistent. I would guess your rep had old info because that was the initial excuse BUT SINCE WE CAN'T GET AN OFFICIAL STATEMENT ON THE THREAD, WE CAN'T KNOW FOR SURE! DO YOU UNDERSTAND WHAT WE'RE MAD ABOUT YET MASSDROP?
I'm inclined to believe that they are shipping them out slower than expected and don't want to admit it, but my guess is this time they actually do have all the parts.
Sep 15, 2017
zeshon
106
Sep 15, 2017
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EpicFlyman "We were promised that at the very worst case, this drop would have been shipped out yesterday. 24 hours later and your team has still not updated the thread, and many people still don't have tracking numbers. Why do you care so little for your reputation? "
Sep 15, 2017
RabidGnome
Sep 15, 2017
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zeshonI replied to their reply with what you wrote here. I just asked "What's up with getting this thing shipped?" originally.
Sep 15, 2017
clicky_clacky
131
Sep 15, 2017
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EpicFlymanThat's no problem. Husband ordered the 4th PCB revision that isn't shipping until October anyway. We were likely going to end up selling his green case and ordering through olkb.com anyway because the green is so off from the original renders. This just saves us the hassle of trying to sell them ourselves. I'd rather our money go directly to Jack than MD getting any portion of it.
Edit: Also, someone over on /r/olkb posted his Planck kit tonight. Has packaging that says Matias-compatible plate...opens up the box, and it's a damn MX plate. How can you suck so bad, MD?!?!
Sep 15, 2017
fan-tuhm
39
Sep 15, 2017
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clicky_clackyI respect your decision and MD has completely failed on the comunication front for this drop, but didn't this drop come with the REV 4 PCB? I can see it in the pic that is on the drop page. @jackhumbert What was the Rev of the PCB included in this drop?
Sep 15, 2017
clicky_clacky
131
Sep 15, 2017
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fan-tuhmYeah, the drop comes with Rev 4. It's just on olkb.com it doesn't ship until 10/4. Sorry for the confusion. Poor wording on my part. Someone had mentioned the extra wait going through olkb.com, and I just mentioned it wasn't available to ship anyway until 10/4.
Sep 15, 2017
ALEC_B
71
Sep 15, 2017
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bradrso yet another delay and another half assed apology. How much delays is that? This has to be some kind of record ... Im just upset because there are no repercussions for massdrop. They can keep delaying and delaying all they want. And at the end of the day what can we do? People are still gonna keep buying from them. It's not costing them anything. Massdrop doesn't have any competitors... So they can keep doing shit like this. And I'm in no rush for the board. But come on! Stop giving us fake info just to shut us up for a bit.
Sep 15, 2017
Trackball
67
Sep 15, 2017
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bradrLol... just lol
Sep 15, 2017
3KidNerd
175
Sep 15, 2017
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ALEC_Bhttps://www.ftccomplaintassistant.gov/#crnt
Easy to fill out. They're obviously in violation of the shipping requirements (each missed ship date should require a new opt in email). If one or two people fill it out, probably nothing. If 50, they may get an uncomfortable phone call.
What I don't understand is massdrop knew this a day ago. There's no reason at all to wait a day to announce it.
Sep 15, 2017
bengineer
128
Sep 15, 2017
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3KidNerdExactly. I think all of us expect clear communication, which is the one thing we have not gotten enough of. They should have easily been able to let everyone know that indeed all the kits are packed and shipped on their given date, 9/13 at the latest.
Im giving them until EOD today, if no tracking numbers then I'm cancelling this and my Godspeed order. And then I'll be filling out that FCC complaint form.
Who's with me?
Sep 15, 2017
Loyen
66
Sep 15, 2017
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bradrWhat frustrates me is that if I enjoyed my planck I might have bought the preonic as well, but since that drop ends this month and I still don't have my planck I don't know where to go from here. It's my first planck and soldering job as well, so I don't really know what to expect once I get my drop. If the preonic was launched after everyone had gotten their drops it would probably leave less of a bitter taste in peoples mouths, but it is what it is now and I just hope I get my drop this year at this point.
Sep 15, 2017
bengineer
128
Sep 15, 2017
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bradrYou're right, at this point no excuse is reasonable or justifiable, but I Would still love to know what this excuse is. Been racking my brain, but the best I could come up with...
*guys in warehouse*: "darn guys, we are slow and still need to ship out thousands of kits by the end of today.. ehh, it's almost 5, let's just say there was an issue and we'll have them out in the next few business days..."
Sep 15, 2017
schlep
81
Sep 15, 2017
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bradr I have 2 items currently delayed by MD - the Plank keyboard and the Dasher and Dancer keycaps. While I am a little bit more forgiving abt the latter because of the delay from SA, this keyboard's delay is inexcusable. I don't get the impression that you have been sincere abt your service delivery because all we got was lip service from bradr. For what it is worth, I am just glad Massdrop has not folded yet.
Sep 15, 2017
chucktdriscoll
184
Sep 15, 2017
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bradrDoes Massdrop just no have formal logistics processes? Or are the processes there, but ignored? Because if it was my company at this point I'd be firing the logistics managers as well as the quality team responsible for ensuring compliance to processes, and maybe the process designers too. Oh, and I'd be screaming for a new MRP tool since it's obvious that whatever you use now is woefully inadequate.
Sep 15, 2017
RabidGnome
Sep 15, 2017
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bradrCanceled my order of two Plancks! This is just one delay too many. Once I get my refund I will close out this account.
Sep 15, 2017
clicky_clacky
131
Sep 15, 2017
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RabidGnomeGood for you, man. As soon I canceled my two last night, I knew I did the right thing for me personally. Already reordered one directly through olkb.com. I think MD is somewhat listening to feedback, but the only way they're going to be motivated to change and change quickly is by speaking with our wallets.
Sep 15, 2017
RabidGnome
Sep 15, 2017
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clicky_clackySame here. The breaking point was realizing after all this time and money I still get Massdrop's shitty logo on the case.
Sep 15, 2017
fan-tuhm
39
Sep 15, 2017
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bradrThanks for the update. Im sticking with MD and look forward to the improvements that are to come. I had to return my ergodox and joined the preonic and am hoping for a better experience. Im also staying in the planck drop and hope it ships soon.
Sep 15, 2017
EpicFlyman
179
Sep 15, 2017
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RabidGnomeI'm planning to machine away the massdrop logo. Might end up buying another case as well
Sep 15, 2017
RabidGnome
Sep 15, 2017
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EpicFlymanThen why not just buy the PCB at olkb.com? I guess that would mean another 3 weeks, but I am not in a real hurry. I just don't like being jerked around by massdrop.
Sep 15, 2017
m_wh
26
Sep 15, 2017
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bradrAs of the 8th 43% of the kits had been sent, which had increased to 66% as of the 14th. As it stands now, on the 15th, I have not received any notification as to whether my planck has been shipped and many other people appear to be in the same boat.
So I guess my question is, with something that was already delayed by months, why is shipping taking so long? Why did it take an entire week for 20% of the items to be shipped (and not even the first 20%, so I would have assumed the process had been ironed out by then)? At this rate are we looking at another two weeks until we reach 100% shipped? Will MD make any effort to expedite shipping to cover the extreme delay? (Although as it stands this might complicate matters even more, resulting in further delays...)
And this is not even covering the canvas keycaps which were set to coincide with this drop. But I've heard even less information about that, so I'm guessing if and when I get my board, it may just be caps-free for another few months...
Finally, there has still yet to be any email updates sent about these delays. This was promised a week ago. Instead, I need to attend to my, by now, daily ritual of checking this thread to find out what new delay has occurred. At this point we know that emails can be sent out because that's how we received notice that we would need to opt-in. Since this is obviously possible, can we start getting these updates via email?
By the way, the first email update when this drop was barely a week late, but it was clear it would be further delayed due to testing, included the line "All keyboard orders have been produced and are ready to ship." That was back on July 11. I remember those halcyon days.
Sep 15, 2017
EpicFlyman
179
Sep 15, 2017
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RabidGnomePartially because I really want the gunmetal case. If I don't hear anything by next week I will be doing exactly that.
Sep 15, 2017
killingmoon
Sep 15, 2017
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m_whmy shipping label was printed today at 7am, no email was sent. now i wait.
Sep 15, 2017
bengineer
128
Sep 15, 2017
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killingmoonconsider yourself luckier than some. Still nothing for me, as I imagine is the same for lots of folks...
Random thought: why doesn't MD just ship out the PCB/case/whatever they DO have, to everyone, and then MD can pick up the tab on shipping the rest of the kit out as they acquire the materials? Are there just no repercussions for MD for screwing up so badly, besides tons of angry customers?
Sep 15, 2017
erto
493
Sep 15, 2017
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bengineerMy uneducated guess is that it would be a sure way increase the complexity of the messed up shipping situation they currently have and most likely screw up more orders in the long run.
Sep 15, 2017
Genuine
74
Sep 15, 2017
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bengineerConsidering how long it's taken them to ship anything, and how often people from various drops end up with the incorrect product...
I wouldn't want to give them an additional chance to fuck this up. They're doing a fantastic job at that on their own.
Sep 15, 2017
DaddyWilson
110
Sep 15, 2017
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bradrI received my tracking number. Thanks bradr. Planck will arrive today!
Sep 15, 2017
erto
493
Sep 15, 2017
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DaddyWilsonYou got your tracking number the same day it is suppose to arrive? Nice.
Sep 15, 2017
PoekRose
76
Sep 15, 2017
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killingmoonI got my e-mail, but the package hasn't been scanned by fedex... To add insult to injury, it's Smartpost, which means we aren't even getting upgraded shipping.
Sep 15, 2017
bengineer
128
Sep 15, 2017
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PoekRoseCurious, what switches did you go with? And when did you get the e-mail?
I'm wondering what the hold up is for some of us
Sep 15, 2017
PoekRose
76
Sep 15, 2017
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bengineerCherry MX Clear, Silver plate, no caps. In my book, about as easy as a drop could have been.
Sep 15, 2017
bengineer
128
Sep 15, 2017
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PoekRoseSo, it seems like it's the MX Clears that are holding things up here? That's also what I got, but also got caps.
Sep 15, 2017
Paedur
25
Sep 15, 2017
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bengineerI got Zealios 65g and I'm still waiting as well.
Sep 15, 2017
bengineer
128
Sep 15, 2017
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Paedurwell, there goes my theory...
but due to unexpected issues at the MD warehouse, who knows when the hell we'll get our boards...
Sep 15, 2017
rykersive
55
Sep 15, 2017
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bengineerCanceled my order this morning, but for science: Zealios 78g
Sep 15, 2017
3KidNerd
175
Sep 15, 2017
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bengineerI'm not particularly trusting the updates above as he doesn't seem to have the real details based on comments he's made.
I just got a support response that says they're "working on gathering and packing the remaining orders ... We will be sending updates periodically in the discussion board to keep everyone informed when we have a solid shipment date.". So they don't have a ship date yet.
Sep 15, 2017
bengineer
128
Sep 15, 2017
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3KidNerdExactly... The latest I got after asking for actual details...
"By the information I have gathered from logistics, seems that the drop was bigger than expected and it has not been humanly possible to pack the items within the estimated deadline and we apologize that we gave out a date that could not be fulfilled, we recognize it was an error in our end and we are working to remedy the situation. Thank you for your patience. "
LOL WTF
Sep 15, 2017
EpicFlyman
179
Sep 15, 2017
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bengineerSee, that would've been a good reply like 2 weeks ago
Sep 15, 2017
Paedur
25
Sep 15, 2017
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EpicFlymanI don't know about that... the drop has been done for months now. I would expect they'd have the numbers available to be able to say it wouldn't be humanly possible to pack X number of shipments within a certain number of days. Every estimated ship date should have been able to take packing time of a certain number of orders into account, even if it were to say "Shipments will start on this date, due to the large volume it could take y number of days to complete shipment of all of the orders."
Sep 15, 2017
EpicFlyman
179
Sep 15, 2017
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PaedurI didn't say it was an acceptable response, just better than what we had been getting.
Sep 15, 2017
killingmoon
Sep 15, 2017
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EpicFlymanmore like two months ago
Sep 15, 2017
johnnyyyyyyyyyyyy
17
Sep 15, 2017
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PaedurAt this point, Massdrop is making whatever crap excuse comes to mind the quickest. It's ridiculous how this drop is getting handled. Did everyone just decide to take the day off of work at MD for the past 2 months and not give a crap? Sure seems like it.
Sep 15, 2017
bradr
963
Sep 16, 2017
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m_whThanks @m_wh and others who have provided feedback (positive and negative) and thoughtful posts here. Your comments helped me push forward expedited shipping and escalate the insanely horribly shitty experience we provided to get improvements prioritized. I know it's too little too late for many here, but just wanted to thank everyone who was involved and apologize again.
Regarding your specific questions, I addressed some of this in the post. We did (finally) email out an update here. And the new process requires both an email and discussion post update every time. We've also expedited shipping on remaining orders.
Sep 16, 2017
sssd
80
Sep 16, 2017
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bradrThanks bradr - does this: " what I was able to do was get priority shipping for the remaining items and get the team to prioritize these entirely today and into next week " mean that they will be shipped at a faster speed, or just that they are being moved up in the queue of the warehouse as a whole?
Sep 16, 2017
HazardousPsyco
18
Sep 16, 2017
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bradrI just cancelled my order and I will be cancelling every order I have with MassDrop. After around 7 delays if I'm counting right and only receiving 3 email updates about delays I no longer consider MassDrop a trustworthy site. I will be buying from OLKB which states a ship date of 10-4. At this rate I expect to have one from them before all of the MassDrop orders ship even with this revised date.
Sep 16, 2017
bradr
963
Sep 16, 2017
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sssdBoth - The ones that hadn't shipped yet are getting expedited shipping, and they are the top priorty for the team there.
Sep 16, 2017
sssd
80
Sep 16, 2017
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bradrThanks, I appreciate the response and the good news on the shipping speed.
Sep 16, 2017
glazed
40
Sep 16, 2017
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PaedurI got Zealios as well and I am still waiting
Sep 16, 2017
fnnln
25
Sep 16, 2017
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bradrthe last email i got was the opt-in email.
Sep 16, 2017
bradr
963
Sep 16, 2017
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fnnlnAn email was sent out today to people who haven't had their Planck shipped yet. If you didn't see an email, you should have either have had your planck shipped or you missed an email (check spam folders!).
Sep 16, 2017
fnnln
25
Sep 16, 2017
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bradrnope, nothing.
Sep 16, 2017
wicky
10
Sep 16, 2017
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bradrI didn't receive any email. Nor have I received a tracking number. Does this mean that my Planck has shipped but my tracking number has yet to be sent to me?
Sep 16, 2017
johndenny
7
Sep 16, 2017
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bradrI have received no emails, except for the initial opt-in.
am I suppose to check the comments section to get updates on this drop?
Why are email updates not being sent out ?
Sep 16, 2017
Dotwad11
67
Sep 16, 2017
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bradrSo, I was looking through my transactions today looking for my tracking number and noticed that I had 2 new orders listed among my other purchases. Two orders which were listed as being free, which I am 100% certain were not there yesterday. A 40% cloth case for the plank, and a datamancer 40% (Planck) walnut case. They showed as having already been shipped. Initially I assumed it was a gift from massdrop as a thank you for sticking with the drop, or something along those lines. I just checked again, but noticed now that both orders now show canceled. I don't know what's going on. Why do I have canceled orders in my transactions, orders which I have never purchased?
Sep 16, 2017
fnnln
25
Sep 16, 2017
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Dotwad11Wow, this is getting better every day... Does this mean MD has their database messed up and they don't even know who ordered what? That would explain the massive delays.
Sep 16, 2017
Dotwad11
67
Sep 16, 2017
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fnnln
search
Sep 16, 2017
wicky
10
Sep 16, 2017
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Dotwad11I got the same thing, but an order for an entire infinity ergodox...
Sep 16, 2017
Dotwad11
67
Sep 16, 2017
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wickyAt least it's not just me.
Sep 16, 2017
fnnln
25
Sep 16, 2017
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bradrThis has been my worst online shopping experience i have had so far. First the FCC delay. Then they don't have enough switches. Then they "misscalculate" the time needed to sort the different orders. Now they are saying i should have gotten either an email or a tracking number, of which i have neither.
Thinking about all this now, isn't massdrop a goto place to get MK gear? One would think they should know how long it takes to sort and ship these packages. Hard to believe that so many things went wrong with the same drop. Makes me think that something fiishy is going on here.
Sep 16, 2017
daveg.1291
15
Sep 16, 2017
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bradrAlso in the no email/no tracking number group.
Sep 16, 2017
seeingred5
6
Sep 16, 2017
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bradrI've had no email and no notification as well. Nothing in spam.
Sep 16, 2017
Libbum
55
Sep 16, 2017
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bradrI'll add myself to the no notifications/no emails/no tracking number group. I certainly sympathise with everyone involved it this process and hope that this is just a glitch.
Sep 16, 2017
3KidNerd
175
Sep 16, 2017
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bradrAlso no email and no tracking.
Sep 16, 2017
sssd
80
Sep 16, 2017
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bradr+1 to the no email, no tracking number group.
Sep 16, 2017
atari.zero.tv
738
Atari Zero TV
Sep 16, 2017
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bradrThanks for the update. I agree, this is atrocious. I'm not calling for anyone's job, but at my company if someone had messed up this many shipments for so long, the logistics manager would be having an uncomfortable conversation with our CEO. We ship expensive equipment all over the world. One missed shipping date costs us hundreds of dollars PER SHIPMENT.
A single mistake in something like this is one thing, but this has been one issue after another; and EACH of these issues has been 100% avoidable. This drop has been grossly mishandled from the beginning.
Right now MD has a near monopoly on purchases like this. That makes people uncomfortable when things like this happen, since we have little recourse. Then things like the drama with the Halo switches happen. Dont drag your own name through the mud.
Sep 16, 2017
PeculiarPixel
24
Sep 16, 2017
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bradr+1 on no email or tracking number. Nothing in spam.
Sep 16, 2017
Genuine
74
Sep 16, 2017
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bradrAnother with no email, shipping notifications, or communication of any kind. Checked all possible spam folders, etc.
Sep 16, 2017
Loyen
66
Sep 16, 2017
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bradrAdd me to the list who have not gotten any emails or any updates since august on this drop without checking the comment section here.
Sep 16, 2017
Genuine
74
Sep 16, 2017
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Dotwad11I have the same. Keycaps and a brass spinning top. This is beyond ridiculous...
Sep 16, 2017
Paedur
25
Sep 16, 2017
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bradrNo email here either, I'll keep an eye out for a shipping email in case it just hasn't been generated yet...
Sep 16, 2017
ptiede
29
Sep 16, 2017
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bradrI also did not get an email... This is pretty ridiculous.
Sep 16, 2017
schlep
81
Sep 16, 2017
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bradrI had no email updates. I have all other emails for new drops but not this.
Sep 16, 2017
travm
15
Sep 16, 2017
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bradrListen, I'd just stop with the apologies. I'm pretty sure they lost all meaning after the 3rd apology with no considerable change. Clearly, they are empty words to allow you more time to delay.
If Massdrop was really concerned with making this right, then they should have upgraded the shipping for all users with delayed packages. This would ensure that they would get their packages as soon as possible. Again, stop with the apologies, if you really want to make this right and treat your customers well - then you need to take the hit and pay for shipping upgrades and learn so you won't have to take another hit in the future. That's an apology worth accepting.
Sep 16, 2017
sssd
80
Sep 16, 2017
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travmSounds like they have upgraded the shipping for the most delayed of the orders, but I still don't have a tracking number so I can't confirm that yet.
Sep 16, 2017
Sashiguma
21
Sep 16, 2017
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sssdI still have no tracking number or email, either. My "cancel order" button did vanish yesterday, however, so part of me wanted to believe that mine shipped already.
Sep 16, 2017
travm
15
Sep 16, 2017
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sssdMine shipped on the 15th, and I can confirm that nothing was upgraded. So, if yours hasn't shipped yet and they are expediting shipping like they have claimed - you may get yours before me. At least I hope so, since you have to continue to wait.
This shipping upgrade should've happened the second they missed their first promised shipping deadline and they could have offered it as the original apology.
Sep 16, 2017
bradr
963
Sep 16, 2017
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Dotwad11I have no idea what that's about (new, cancelled orders showing up). I'll have to check and see.
Sep 16, 2017
bradr
963
Sep 16, 2017
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PaedurI hear those of you saying you didn't get an email or shipping notification. I do know it takes 12-24 hours to get that notification sometimes, so its possible that those of you who didn't get an email or shipping notification will get that notification shortly (my mistake to not account for that potential delay above). From what I was told, the remaining unshipped orders all received notice of the change to expedited shipping via email.
That said, I'm going to get more information on this and will provide an update Monday morning 11am PT (if not sooner) to verify those of you who didn't get the email saying you are in the "shipping hasn't happened" group have already had their drop shipped.
@travm I agree that expedited shipping should have happened earlier. And that no apology is really going to be meaningful at this point. I am a little late to the game.. I only joined the company a couple months ago (as head of communities) and was only made aware of this drop when I stared my first post. There's more I could have done earlier if I had realized how bad things had been, or that we weren't going to be able to get these out at the new time communicated to me by our logistics team. I personally am trying to be as communicative and transparent as possible, to get things as fixed as much as they can be in the current situation (read: last minute things that don't make up for months of issues/delays/poor communciation), and to get the company to figure out what the fuck happened here and what we're doing to fix the processes that let it happen. Again this doesn't make up for what happened on the drop, and I dont expect most people in this drop to care or give masssrop another shot. But for those who do care, and for future members, I will continue to try and provide info consistently, work to fix the shit that got us here, and will apologize for a horrible experience.
Sep 16, 2017
rootuseralpha
20
Sep 17, 2017
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bradrStill no email or shipping notification
Sep 17, 2017
sssd
80
Sep 17, 2017
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rootuseralphaSame. I'd love to hear from someone who did get the email notification about expedited shipping?
Sep 17, 2017
RuntimeError
15
Sep 17, 2017
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bradrIs it expected that I haven't received any tracking number so far?
Sep 17, 2017
atari.zero.tv
738
Atari Zero TV
Sep 17, 2017
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bradrThere's something seriously wrong going on, here. I have several items in my transactions history that I never ordered that are showing up as canceled. I also have duplicate orders for the items I did order that are showing up as canceled, one Planck and one K-Type.
Sep 17, 2017
ptiede
29
Sep 17, 2017
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atari.zero.tvI have the exact same thing.
Sep 17, 2017
sssd
80
Sep 17, 2017
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atari.zero.tvI have 2 as well, both items I considered (clicked through to join the drop, but decided against it in the end). Very disconcerting, to say the least.
Sep 17, 2017
erto
493
Sep 17, 2017
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atari.zero.tvI saw someone else mention they have an issue with their transactions. I checked mine and they seem fine.
Sep 17, 2017
erto
493
Sep 17, 2017
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bradrNo emails were received. No tracking number either.
Sep 17, 2017
ChitownM2
736
Sep 17, 2017
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bradrIt's now Saturday and I still have neither a tracking # or an email.
Sep 17, 2017
Edycer
4
Sep 17, 2017
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bradr+1 no email or tracking .
Sep 17, 2017
VZout
33
Sep 17, 2017
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bradrStill no email and no shipping notification
search
. https://i.imgur.com/r4jiBLD.png
Sep 17, 2017
3KidNerd
175
Sep 17, 2017
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bradr"I do know it takes 12-24 hours to get that notification sometimes"
Still no tracking or email.
Sep 17, 2017
chewzerita
6
Sep 17, 2017
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bradrno email, no number, yes anger
Sep 17, 2017
fan-tuhm
39
Sep 17, 2017
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bradrNo email, no tracking.
Sep 17, 2017
PeculiarPixel
24
Sep 17, 2017
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bradrWell over 24 hours now; no email, and nothing in spam. It looks like there's a larger issue at play.
Sep 17, 2017
BlueCrowned
5305
Sep 17, 2017
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PeculiarPixelHe said he would update on Monday, guys. Patience.
Sep 17, 2017
erto
493
Sep 17, 2017
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bradrI see some people are wondering why they didn't get a shipping notice, it may be they missed some of your posts between the sticky post and the posts within the thread:
MD didn't complete sending out the orders on Friday which means that some of us won't be getting a shipping notification. MD management decided not to allow overtime to complete the shipping on Saturday . You indicated that an email notice would be sent to those who didn't have their orders shipped indicating that your order didn't ship and of course many more apologies. The email didn't happen. The as yet shipped orders were again promised to be shipped Monday /Tuesday (not sure how many were left because percentages don't tell me anything and I am not going to do play a numbers game with no winner) shipping with highest priority (being processed first in the day) and expedited shipping which is like the manager putting a cherry on a sundae after the ice cream melted because the sundae was never brought to your table.
I have skipped three drops that I had planned on buying because of this drop. I haven't cancelled my pending orders because I still want them and understand that delays can happen. However, depending on how this drops' issues are addressed (so far not so good) and how my remaining drops are handled I may just stop using MD.
Sep 17, 2017
Paedur
25
Sep 17, 2017
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BlueCrownedAn update on Monday is fine but this is a complaint about a communication we already should have received. We've been told that we Should have received one of two emails by end of day yesterday that either our package has shipped or will be shipped with expedited packaging. Now I wonder is shipping only updated Mon-Fri so that 12-24 hours is business days only? Or do we have to be concerned that some lot of orders fell through the cracks? Or that the expedited email never made it out? Regardless of which explanation, it seems reasonable to say if we have not received a communication we were told should have already been sent.
Sep 17, 2017
PeculiarPixel
24
Sep 17, 2017
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BlueCrownedHe also said the 24 hour delay was the reason. Confirming it is not.
It's not Bradr's fault, but there's definitely an issue on massdrops end somewhere in their status/customer notification process and it should absolutely be known and addressed.
And nows not really a time to call for patience anyway. Not on a drop this delayed. People have a right to be past the patience limit with this many upkept email/update assurances.
Sep 17, 2017
BlueCrowned
5305
Sep 17, 2017
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PeculiarPixelThat's fair. I didn't buy one so it doesn't affect me, so I can't sympathize as much since I'm not involved.
Sep 17, 2017
BlueCrowned
5305
Sep 17, 2017
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PaedurI'm sort of thinking business days only, but I guess we'll see tomorrow for sure.
Sep 17, 2017
b3nn
13
Sep 17, 2017
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bradrI have not had any emails about any of this, and had to log into the discussion board to find out what's going on. Will we be getting any kind of redemption for such a long delay? I still have no tracking number.
Sep 17, 2017
uberpro
58
Sep 17, 2017
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bradrDidn't get an email or a tracking number yet
Sep 17, 2017
uberpro
58
Sep 17, 2017
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bradrI have neither, and I checked my spam filter--did you guys lose my order!?
Sep 17, 2017
BlueCrowned
5305
Sep 17, 2017
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b3nnI can offer a hug?
Sep 17, 2017
bsastor
779
Sep 18, 2017
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bradrtoo bad i can only give you one thumbs up. better to show with my wallet on your future drops. cheers.
Sep 18, 2017
glazed
40
Sep 18, 2017
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bradrI also have not received an email yet. I checked spam folders. My status is still "Reply received - order will remain in drop".
Sep 18, 2017
johnnyyyyyyyyyyyy
17
Sep 18, 2017
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bradrNo email either
Sep 18, 2017
Paedur
25
Sep 18, 2017
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bradrJust got my email.
Sep 18, 2017
bradr
963
Sep 18, 2017
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PaedurWelp. As pointed out by a lot of people above, the emails Friday night, 9/15 (which were only sent to people who hadn't had their drop ship yet) did not all go out. Or rather... they looked like they went out, but didn't actually get sent. What matters is, you didn't get them.
Yup...
The good news (...) is that we've resent these emails, they include confirmation that your orders are being expedited (domestically and internationally), they include $25 credit (for those of you who haven't sworn off Massdrop), and your orders are the priority to go out today and tomorrow.
The bad news is it's too little too late (for many). I hear the feedback and comments. I'm sorry (I also hear some saying that doesn't matter without follow-through... hopefully daily messaging, expedited shipping, and credit shows at least a little follow-through and desire to improve even if it doesn't make up for the shit show you've experienced), and hope to have yet another chance with some of you in the future. My take is that daily messaging, expedited shipping, prioritized drop shipment, and all of that would be a perfectly reasonable reaction on Massdrop's side 1+ month ago... or when Massdrop first finds out that something may be delayed. That's where I'll be steering Massdrop for the future. For now, thanks again for giving Massdrop a shot and being a part of this drop. Sorry we let you down.
Sep 18, 2017
erto
493
Sep 18, 2017
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PaedurShipped by Friday 22nd! That is fucking disappointing and weird . It can not take 5 business days to ship a kit that they had already shipped 33% or some other number. My guess is that they are still short switches or someone messed up the sticker process and screwed up each box so they now have to unbox and resort all the orders.
$25 merchandise credit for a place people are considering not using any more isn't much of a consolidation prize.
Sep 18, 2017
erto
493
Sep 18, 2017
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bradrThank you for the update and email. I can't say I'm happy with it and I suspect there is something else going on but knowing what and any other details is immaterial to me now. I will be trying to avoid MD this week so I don't get caught up in the agg. However, while you are contemplating more ways to improve the relationships, you may want to check out the various drop's discussions that are going normally but causing some angst since the requests for status go unanswered.
For Example: https://www.massdrop.com/buy/planck-keycap-set/talk is related to the keycaps that was suppose to be sent in conjunction with the Planck drop but had to be redone. Understandable but as we get closer to the date when the caps were completed, people would like a status to make sure everything is on track.
Sep 18, 2017
bradr
963
Sep 18, 2017
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ertoThanks @erto. Appreciate the consistent and honest feedback in this thread, and for the recommendation. I'll definitely take a look at that thread, and have my team who's working on the new communication process for Massdrop made products this week try and update as many of these drops as possible.
Sep 18, 2017
atari.zero.tv
738
Atari Zero TV
Sep 18, 2017
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bradrI received the update email. I think the credit is a great thing for us. Thank you!
Sep 18, 2017
Genuine
74
Sep 18, 2017
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bradr I decided to use my $25 credit. Joined the drop for a brass flashlight. Confirmation screen showed that the cost to me was $4.99 (after the credit was applied). Now my transaction history, and bank account, are showing that I was charged the full price for the light. Now we've messed up credits as well?
Contacted support and am waiting for a reply.
Edit: If I go to the join screen of any drop, the credit still shows as if it hasn't been used. I'm backing out of the light drop until you guys get this shit straight.
Edit 2: Looks like I can't cancel since I've already been charged. At least not without going through support. FML
Sep 18, 2017
EpicFlyman
179
Sep 18, 2017
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bradr25 in credit to company that has yet to deliver honestly feels like a slap in the face. I'd rather get that applied as a refund to this drop.
Sep 18, 2017
Chace
0
Sep 18, 2017
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bradrReceived my shipping notification well before a another purchase on Massdrop. They have followed the same journey but I have not received any updates on my shipping for my keyboard. How is this possible? All aboard the support ticket train...
Sep 18, 2017
PoekRose
76
Sep 18, 2017
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bradrRoyal Glam Resin & Ebony Wood Wrist Rest could use some triage as well
Sep 18, 2017
PsYCH3D3LiC
9
Sep 19, 2017
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bradrThanks for the explanation and apologies, unfortunately, this is far too little way too late. The problem here isn't the delay, it's communication. We've seen several apology updates during communication on this drop and yet the updates still aren't regular. I've purchased several things from Massdrop but this has caused me to lose all faith in this company.
Sep 19, 2017
killingmoon
Sep 19, 2017
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bradrYo, where is @YanboWu in the midst of all of this? Why is it up to you to handle this shit instead of him?
Sep 19, 2017
schneimj
14
Sep 19, 2017
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bradrSo because my order was shipped Friday (9/15) morning I don't qualify for the $25 credit and expedited shipping? Fedex tracking shows ship date of 9/16, expected delivery 9/27. You're telling me after a 3mo delay some of us missed the "we're sorry" credit and expedited shipping by 1 day... Way to take care of your customers Massdrop.
Sep 19, 2017
m_wh
26
Sep 19, 2017
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bradrI have now finally received an email. Here's hoping that things are sent out by Friday, although since this is not the first time I've heard this, you can forgive me for being somewhat skeptical. Y'know what they say: fool me seven times...
That being said, when we were told last Friday that everything would be sent and are now being told "By the following Friday" I honestly don't know what to say. I would have thought this was a "We didn't quite finish on the day we said, so we'll have it done 1–2 business days later", not another week. But at least the dates are padded enough that (I hope!) we can be sure it will be done by this date.
Now @bradr, I'm not saying this is in any way your fault. It sounds like you are getting faulty/outdated/misleading information. So you're somewhat in the same boat that we all are. But I'm hoping, after all this mess is cleared that we'll be able to see some sort of postmortem write up of what went wrong and what Massdrop can do to fix it. Because at this point that's the only real way I'll ever be convinced to use MD again.
As an aside, I should point out that when debating to join this drop I looked at all the issues that the previous planck drop had. With all of the delays I have had and others have had with previous drops–in comparison very minor delays, but still delays!–I thought to myself "Surely this won't happen this time. They've ironed out most of the kinks." So where I stand right now I'm not sure I can really trust MD to figure this and just tell me "it'll be fixed next time".
p.s. as someone who lives overseas, a small ($25) credit is basically useless. Something that won't even cover shipping/import certainly won't change my opinion on whether to use MD again.
p.p.s. is group-purchasing and shipping not the raison d'etre of Massdrop? It just boggles my mind that shipping these products could take so mind-numbingly long for something that is basically your core business. And even if it does take that long (again why?) would you not have reasonable estimates for the length of time things take?
Sep 19, 2017
noxxit
70
Sep 19, 2017
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bradrYou know what you could habe done with all those 25$ "apologies"? Paid workers to help with the shipments.
Seriously who the fuck is currently making decisions at MD, because they really seem a bad fit for the job.
Just a little tip: keyboards is an enthusiastic community: enthusiasm first, financially sane decisions second. I'd rather do group buys on Geekhack with people who get that mentality.
Sep 19, 2017
FirstOne
43
Sep 19, 2017
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bradrI wonder if anybody has actually cancelled this drop because of delays. I've ordered with no keycaps because of (now severely delayed Canvas). So I've figured if someone has cancelled, maybe MD can add a set of keycaps to my order. Seems like a no-brainer for them. No luck. Got a standard response. "If you want, click on 'Request' blah blah blah".
Sep 19, 2017
clicky_clacky
131
Sep 19, 2017
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FirstOneI've seen comments on here and reddit of several people canceling, myself included. I had two Plancks on the way and was in the Canvas drop as well. $350 between the two drops. I canceled last Thursday or Friday when they kept with the excuses.
Sep 19, 2017
FirstOne
43
Sep 19, 2017
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clicky_clackyThat's what I kind of thought. MD's response doesn't make sense. Unless it's something to do with the way their billing/shipping system set up. I figured it'd be better for them to change my order rather than eat the cost of cancelled stuff while other people might pick those up. Well, whatever. Waiting for Canvas. Hopefully that will come in before xmas. I'm fairly patient.
Sep 19, 2017
zeshon
106
Sep 19, 2017
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bradr" they include $25 credit (for those of you who haven't sworn off Massdrop) "
Fuck you.
You make everyone wait, and instead of giving them a reason to reconsider, you give them the bird again. Thanks for making sure I will never be back.
I even had the datamancer Ergodox inifinity case open in another tab, reconsidering leaving massdrop. Not anymore.
I mean seriously. It costs you nothing to apply a credit to an account that is abandoned, yet you single out the people most angry at you and do nothing to change their mind, in fact you make it clear that their business was never important to you as a company. I hope the community replaces your broken ass business model with something better, as there are plenty of college kids running group buys by themselves on GeekHack.
Someone would have had to make a list of people who were swearing off massdrop from these threads, and actively remove them from whatever credit was being given. Do you think Amazon is so spiteful with their customers?
bradr had clarified: " "anyone who's planck ships after 9/12 will have the $25 credit" is correct. Sorry for my confusing language... was just trying to acknowledge that many people were fed up. "
I have yet to accuse them of lying to us, yet I don't have said credit. We'll see what happens.
Sep 19, 2017
djuggler
41
Sep 19, 2017
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zeshonI suspect you are misreading that statement. The credit appears at checkout. If you have sworn off Massdrop, you'll never see the credit because as someone who has sworn off MD, you'll never find yourself in the checkout. I am certain they did not go through the threads and single out people. That would be too much work for no gain.
Sep 19, 2017
zeshon
106
Sep 19, 2017
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djugglerYou're wrong. I just checked. Please remove your comment as it's spreading misinformation.
Sep 19, 2017
ChitownM2
736
Sep 19, 2017
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FirstOneMD doesn't work like you are thinking. They don't have an actively updated inventory system to keep track of what they do and do not have so they can't just sell you someone else's cancelled order.
That's why they have the Yanbo's Closet sales. After some period of time, they go through everything they have, inventory it, and then offer it for sale. Not sure when the next one will be, but my guess is probably not for awhile since there likely isn't much to sell. There have been very few boards/keycaps that have actually shipped out since the last one that they had.
Sep 19, 2017
sssd
80
Sep 19, 2017
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zeshonI think you'll need to clarify what you're saying is wrong. As someone who has not had their planck shipped I can confirm the discount appears at checkout.
Sep 19, 2017
zeshon
106
Sep 19, 2017
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sssdAre you someone who "swore off massdrop" as well? That's what is being called out.
I cancelled my order for the XD60 because of this GB, and because it's also late, and I called them out a month ago that it was going to be late and they said it wouldn't be. I am now one of those that is "swearing off massdrop". As such, I was in the bucket that did not get a credit, as I called out above.
The misinformation is: " If you have sworn off Massdrop, you'll never see the credit because as someone who has sworn off MD, you'll never find yourself in the checkout. I am certain they did not go through the threads and single out people. That would be too much work for no gain. "
Sep 19, 2017
sssd
80
Sep 19, 2017
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zeshonOk so you are still in this drop, haven't had your planck shipped, and didn't get the credit?
Sep 19, 2017
Genuine
74
Sep 19, 2017
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zeshonI know for a fact that they're having issues with the credit not applying in some situations. Just because it does not show up for you just yet (assuming your planck didn't ship before 9/12) doesn't mean that someone else is by default lying or wrong. The email stated that anyone who's planck ships after 9/12 will have the $25 credit.
I have a feeling the people at MD are too busy trying to unfuck themselves to go through and cherry pick who gets a credit or not. They are not out to get you. You are NOT that special. None of us are.
Sep 19, 2017
bradr
963
Sep 19, 2017
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Genuine"anyone who's planck ships after 9/12 will have the $25 credit" is correct. Sorry for my confusing language... was just trying to acknowledge that many people were fed up.
Sep 19, 2017
fan-tuhm
39
Sep 19, 2017
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bradrI don't think your language is the problem, I think people are just so angry that they can't see straight, which is causing them to have difficulty reading your comments. I don't think they would be happy if you gave them a free Planck at this point (I will gladly take one on the other hand). I stayed in this drop and joined the Preonic drop so please make sure that one doesn't have the same issues that this one did.
Sep 19, 2017
EpicFlyman
179
Sep 19, 2017
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bradrHow's that daily update coming along?
Sep 19, 2017
cig-nature
21
Sep 20, 2017
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bradr""" (Next update 9/19) """ Please don't miss this update...
Sep 20, 2017
killingmoon
Sep 20, 2017
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ChitownM2bull fucking shit, i bet yanbou's closet is fucking full of cancelled plancks right about now.
Sep 20, 2017
noxxit
70
Sep 20, 2017
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ChitownM2Having a bad inventory management after 5 years of service is a sign of bad company leadership, especially if the main value proposition is the handling of inventory. Everyone can run group buys, it's MD's business model to stream line this. Thing is currently small buys on forums offer more service value than MD. People wanted MD to succeed and are now getting disappointed by the atrocious leadership.
Sep 20, 2017
ChitownM2
736
Sep 20, 2017
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noxxitWhat your describing is a logistics system not an inventory system and for the most part their logistics have always been pretty good.
Their business model is based upon not having items to stock, warehouse and manage so it shouldn't come as much of a surprise that they don't have a robust system for tracking what they have in stock. While they probably have quite a few planck boards that won't be shipped out that is definitely the exception and not the rule for most everything else they sell. Even with this debacle, I bet the number of cancelled orders is less than 1%.
Sep 20, 2017
ChitownM2
736
Sep 20, 2017
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killingmoonExcept that it probably isn't. They sold 3400 of these and I see the same few dozen people complaining in here and only a portion of those have cancelled their order. When the closet sale does eventually happen there will probably be ~100 or so of these available which is a lot by normal drop standards, but in the end would only represent 3% of customers. They are just a lot more vocal than the other 3300 people which alters your perception of reality.
Sep 20, 2017
Genuine
74
Sep 20, 2017
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ChitownM2The latest drop only had about 2300 purchases according the email right after the drop ended.
Edit: Your math was a bit off as well. With your total sales, the estimated cancels would be 3%. Not 0.3%. With reported sales from massdrop (still assuming roughly 100 available for closet sale) that puts cancels at closer to 5%.
Sep 20, 2017
ChitownM2
736
Sep 20, 2017
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GenuineDoesn't matter. The point is the same....
Sep 20, 2017
Genuine
74
Sep 20, 2017
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ChitownM2I agree that the closet sale won't be "fucking full of Plancks" as was suggested by another person. That said, don't use arbitrary numbers and made up percentages. It doesn't help make your point (which I think is correct overall).
Here's to a tracking number showing up in my email this week!... hopefully.
Sep 20, 2017
ChitownM2
736
Sep 20, 2017
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GenuineAgreed to hoping for a tracking number in the next couple days...and I caught the math error right after I posted.
3-5% is still an extremely low number considering this is probably the worst drop in the history of MD.
Sep 20, 2017
noxxit
70
Sep 21, 2017
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ChitownM2Afaik a logistics system is concerned only with items on the road. I admit that it is possible to argue that MD works in logistics, but it feels weird to me since traditionally logistics is just about getting items from point A to point B. Which is outsourced by MD to different courier / logistics companies. For my understanding it feels more fitting to add incoming items to inventory, then do the dispatching or keep them stocked. This could be called warehouse logistics though. Minimizing time an item is stored is important for all businesses (but storage services). The pull based made-to-order strategy employed by group buys is one way to do that. Minimizing does never equal elimination and MD is dealing with an item volume worth several million dollars per year. If someone has a small etsy shop or makes on group buy a year, this can be handled with a few sheets of paper (or excel). But after a certain amount someone leading a company has to come to the realization, that this won't do it anymore.
Edit: this is not only the Plank drop. For example with the ErgoDox drop people seem to be getting the same half twice. In general failure rates of 1% are completely unacceptable. That would be 1% of planes crashing or Google or Facebook being offline for 3.65 days a year or every 100 key keyboard having one broken key.
Sep 21, 2017
ChitownM2
736
Sep 21, 2017
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noxxitFor what it is worth, the ergodox error was on the manufacturer. They put the wrong label on the items. I know because I'm lucky enough to be affected in that drop too.
Edit: the above only qualifies for the pcb, the vast majority of complaints area from people who post before they realize that the case is symmetrical and they are all packages as right hand. When it's assembled you need to flip each of the acrylic pieces to make a left hand.
Sep 21, 2017
djuggler
41
Sep 21, 2017
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bradrI'd like to throw out here that some of us are not upset over this drop. Yes, it is fubar'd. But I am certain my Planck will arrive one day. To be frank, once it arrives, with my current schedule, it will probably take me another 4 weeks to assemble. Like a kickstarter, Massdrop is not a traditional path to a product so when I committed, I also accepted that the product may be delayed or even not arrive at all. That's the gamble I took and had I not been willing to take that risk, I would have chosen to buy direct from OLKB.
Sep 21, 2017
FirstOne
43
Sep 21, 2017
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djugglerI kind of feel the same way about it. I'll definitely keep buying custom keyboards and keycaps (stuff I cannot readily get elsewhere). However, the specific pain point is this: it's not a problem with manufacturing at this point. It's not even a problem with bad design / design error, as is the case with Infinity keyboard keycaps missing 6u spacebar. This appears to be simply logistics / shipping issue. This is not one of "excusable" reasons. MD knew this drop was very popular and should've been ready. We're not talking about 3 pairs of watch drop.
Another problem with MD, not related to this drop per se, but on another drop a percentage of the people wasn't shipped the product "because manufacturer short shipped", while subsequent drop after that was shipped and yet another one was started. Maybe it's because they lack inventory system, as per above. But if this is not a good reason to revamp inventory system, I don't know what is. Sigh.
Still, I can't figure out why people get so worked up. I mean you've been waiting for several month, what's another few weeks. Maybe my patience keeps going up with every year I live.
P.S. I fully expect to see this same drama play out in 6xx drop in a couple of month with > 10k orders. I'm not a part of that one though.
Sep 21, 2017
erto
493
Sep 21, 2017
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djugglerI agree with you somewhat for most of what you said but have to disagree with the 'not arrive at all' part. MD is not a kickstarter in any sense. You are paying for a product here not making a wish on a star. You sometimes are not paying for an item that exists yet in terms of stock but all the steps up to that point were made. That is why some delay is almost a normal. Those delays should be understood by most of the users of MD but aren't so they get a bit whiny. Shit can happen during production like bad molds, dyes like what happened to the keycaps related to the Planck. I get disappointed but I don't throw a tantrum. What isn't normal in this drop is was the mistakes made by the handlers of this drop. The misunderstood testing by FCC, application of the stickers, and now the fumbling method of the actual shipping process were all due to MD's mishandling of a large popular drop. Bradr admitted that this was poorly handled and to my knowledge this is the first time MD offered anything in terms of compensation for a badly handled drop.
Sep 21, 2017
djuggler
41
Sep 21, 2017
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ertoGood point on the "not at all." I added that because of my experience with https://nymi.com/ in which I pre-ordered, but was never charged, and their business model changed yet the company never once reached out to those of us who pre-ordered to explain anything.
Sep 21, 2017
3KidNerd
175
Sep 21, 2017
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bradr" I did not get an update today before I had to leave the office - I'll be following up on this tomorrow morning to get the latest info. (Next Update 9/21 before 5pm PT) "
I'd really like to have a % of total orders shipped and number of days remaining included in the daily updates. I'd also like the daily updates to be daily please.
As other people have said, delays in one off manufacturing are expected. When the product has been sitting in a warehouse for a month, that's not ok.
Sep 21, 2017
uberpro
58
Sep 21, 2017
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bradrWhy do I have the feeling that 9/22 is going to roll around and my Planck still won't have shipped?
Sep 21, 2017
erto
493
Sep 21, 2017
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uberproPast performance, history and cynicism.
Sep 21, 2017
fnnln
25
Sep 21, 2017
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uberproI got the same feeling...
Sep 21, 2017
3KidNerd
175
Sep 22, 2017
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bradr"As of today the kitting was fully completed for all of the remaining orders, and the shipments were getting staged. The team expects to have 100% of orders out tomorrow."
Thank you for that update.
Sep 22, 2017
erto
493
Sep 22, 2017
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bradrCool. I suppose the 12-24 hour delay in shipping notification still stands? That means tomorrow I should get the info. Thanks again for the update.
I still haven't seen any responses to the request of status on other drops, specifically the keycaps related to this one. Even if there is no new status, let them know that everything is on track or something.
https://www.massdrop.com/buy/planck-keycap-set/talk
Sep 22, 2017
sssd
80
Sep 22, 2017
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ertoAs a member of that drop I would also appreciate an update!
Sep 22, 2017
bradr
963
Sep 22, 2017
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sssd@erto and @sssd - Thanks for surfacing that - I'll make sure we try and get it high on our list and get you an update there soon. We've just kicked off a new messaging process this week, and are playing catch-up on a bunch of drops where we can / should have better messaging for Massdrop colab and Massdrop made products.
Sep 22, 2017
glazed
40
Sep 22, 2017
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bradrIs there any compensation being given to the people still stuck without a tracking number?
Sep 22, 2017
Genuine
74
Sep 22, 2017
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glazedMy guess is the $25 credit is all we'll get.
Sep 22, 2017
chucktdriscoll
184
Sep 22, 2017
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bradr5PM Eastern time and still no shipping notification. I understand that that may take 12-24 hrs, but I hoped with the promise of expedited shipping that notification would be received sooner. Here's hoping I hear something soon!
Sep 22, 2017
glazed
40
Sep 22, 2017
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GenuineDid you receive $25 credit? As far as I know I haven't gotten anything
Sep 22, 2017
Sharkbait13
7
Sep 22, 2017
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glazedit gets applied when you go to join a drop you cant really see it till then
Sep 22, 2017
erto
493
Sep 22, 2017
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bradrI am hoping for a status tonight saying all kits were shipped and tomorrow everyone gets a shipping notice at some point.
Sep 22, 2017
sssd
80
Sep 23, 2017
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ertoYou're hopes have been realized!
Sep 23, 2017
erto
493
Sep 23, 2017
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sssdWho would have believed it?
Sep 23, 2017
FlameTex
35
Sep 23, 2017
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bradr12 hours later... still waiting on a tracking #....yay :(
Sep 23, 2017
Sambot
11
Sep 23, 2017
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FlameTexSame. I really hope it happens today.
Sep 23, 2017
johnnyyyyyyyyyyyy
17
Sep 23, 2017
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SambotGot tired of waiting and ended up buying a vortex core 40 while all of this stuff gets cleared up.
Sep 23, 2017
3KidNerd
175
Sep 23, 2017
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bradrAlmost 24 hours out from the, "we absolutely will ship all of them." Has anyone received a shipping notice in the last 24-48 hours? Or are we delayed yet again?
Sep 23, 2017
HazardousPsyco
18
Sep 23, 2017
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3KidNerdI finally got an answer from support. They didn't have enough parts so they're waiting on enough to cancel to ship them.
Sep 23, 2017
sssd
80
Sep 23, 2017
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3KidNerd@bradr At this point I'm resigned to getting another update on Monday that not all the items shipped out. I think it's telling that no one is posting they they received a notification yet...
Sep 23, 2017
3KidNerd
175
Sep 23, 2017
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HazardousPsycoI seriously hope that isn't the case. That would actually cause this to be my last drop. I will also submit yet another ticket and see what they say.
Sep 23, 2017
ptiede
29
Sep 23, 2017
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HazardousPsycoIf that's true then holy shit...
Sep 23, 2017
3KidNerd
175
Sep 23, 2017
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bradrHey we want a real update at this point. We don't want to hear, "last I heard", we don't hear "I think", we don't hear "they said", we want clear updates that say, "today we shipped 287 units, we are on pace to ship 400 units tomorrow this leaves 2000 units to ship. At this pace we will have the rest of the units shipped in 5 days."
Sep 23, 2017
Sharkbait13
7
Sep 23, 2017
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HazardousPsycoI'm waiting out the 24 hours and then if nothing by then I will open a ticket. I haven't participated in the gratuitous bashing of massdrop but if they don't have enough parts then that's a whole new level of bullshit. The number they needed to order wouldve been crystal clear as soon as the drop ended... that's the point isn't it? So that they can produce niche products without having overstock... if anything they should have more stock now since a bunch of people already cancelled. I sincerely hope that is not true because c'mon... that's a ridiculous mistake.
Sep 23, 2017
fan-tuhm
39
Sep 23, 2017
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HazardousPsycoI find this difficult to believe as they order what they need to fullfill the orders placed. If they fell short then the manufacturer of whatever they are short on probably screwed up. Also, support knows more than @bradr who is communicating directly with the people packing and shipping?
Sep 23, 2017
chucktdriscoll
184
Sep 23, 2017
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bradrI think keyboards may have been replaced by mind reading computers by the time this ships.
Sep 23, 2017
EpicFlyman
179
Sep 23, 2017
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fan-tuhmSupport has been behind in the info stream for this entire drop. Would not be surprised if that was the case again. That's what I'm hoping for anyway.
Sep 23, 2017
schlep
81
Sep 23, 2017
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bradrI have not received any shipping notification. Is it because it is the weekend? Should i expect it to come on Monday? I hope that'd be the case. I cannot accept excuses from you and your team anymore.
Sep 23, 2017
window_shopping
5
Sep 23, 2017
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schlepAt this point one shouldn't be surprised that it's a manual process and shipping updates are due monday.
Sep 23, 2017
HazardousPsyco
18
Sep 23, 2017
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fan-tuhm"Regrettably this drop was initially delayed because of lack of units" is the exact reply I got.
Sep 23, 2017
Sambot
11
Sep 23, 2017
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HazardousPsycoWait, what? I really hope that's the boilerplate response from earlier in the drop...
Sep 23, 2017
VZout
33
Sep 23, 2017
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HazardousPsycoIf it was initially delayed because of the lack of units they lied to us earlier...
Sep 23, 2017
fan-tuhm
39
Sep 23, 2017
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VZoutThis is why I find it difficult to believe. Surely they haven’t been lying to us.
Sep 23, 2017
uberpro
58
Sep 23, 2017
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fan-tuhmSurely!
Sep 23, 2017
fan-tuhm
39
Sep 23, 2017
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bradrStill no email with tracking number. Im getting a sinking feeling in my stomach and I dont think its the food I just ate.
Sep 23, 2017
sssd
80
Sep 23, 2017
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VZoutThe official reason at one point was because of a lack of certain switches, so maybe they are still referring to that?
Edit: From his original post 3 weeks ago: "This resulted in us not having the needed amount of switches ready to ship by last week, and means that our team is putting together the switch packs right now."
Sep 23, 2017
erto
493
Sep 24, 2017
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sssdThat is exactly what I am hoping.
Sep 24, 2017
glazed
40
Sep 24, 2017
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bradrStill no tracking number, it's been 24 hours since your last update.
Sep 24, 2017
Evan_R
17
Sep 24, 2017
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glazed@bradr No tracking number here either. Seems like it's now a pattern to wait until the weekend to deliver bad news.
Sep 24, 2017
adsmz
22
Sep 24, 2017
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bradrno tracking number yet. are we also gonna wait 5 months for that?
Sep 24, 2017
uberpro
58
Sep 24, 2017
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glazedDoes ANYONE have a tracking number (who was delayed) at this point?
Sep 24, 2017
ptiede
29
Sep 24, 2017
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uberproDon't have mine. At this point I'm hoping I get it tomorrow since tracking numbers usually aren't made on Saturdays.
Sep 24, 2017
EpicFlyman
179
Sep 24, 2017
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uberproNope. And we probably wont get a response till monday.
Sep 24, 2017
fnnln
25
Sep 24, 2017
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uberprostill waiting as well. i will post in this discussion as soon as i get my shipping info.
Sep 24, 2017
Sambot
11
Sep 24, 2017
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uberproI guess the good news is seemingly no one in the last bucket has received anything yet.
Sep 24, 2017
bengineer
128
Sep 24, 2017
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EpicFlymanNothing here either. Was hoping to get one yesterday. Maybe tomorrow.
Sep 24, 2017
Genuine
74
Sep 24, 2017
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uberproJust got my tracking number! Looks like they're slowly rolling out. Keep faith!
Sep 24, 2017
3KidNerd
175
Sep 24, 2017
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GenuineJust got shipping notice.
Sep 24, 2017
ptiede
29
Sep 24, 2017
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GenuineJust got mine as well
Sep 24, 2017
Sambot
11
Sep 24, 2017
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ptiedeGot mine also! itshappening.gif
Sep 24, 2017
sssd
80
Sep 24, 2017
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SambotSame, good luck to you all!
Sep 24, 2017
Loyen
66
Sep 24, 2017
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uberproIt's been longer than 24h since the update was posted, but I just recieved my email with tracking information so hopefully I'll get it soon!
Sep 24, 2017
BananaMuffinFrenzy
2
Sep 24, 2017
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bradrI also got my tracking number this morning. Might stick around for GMK laser if this is the only place it's going to be sold, and after that I'm out.
Sep 24, 2017
Slebert
12
Sep 24, 2017
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bradrGot my tracking number :D thanks for all the updates.
Sep 24, 2017
djuggler
41
Sep 24, 2017
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bradrShipping notification and tracking number confirmed! Woohoo! Time to buy a soldering station.
Sep 24, 2017
gusc
6
Sep 24, 2017
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bradrGot mine just now. Finally.
Sep 24, 2017
Smocaine
16
Sep 24, 2017
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djugglerme too
Sep 24, 2017
erto
493
Sep 24, 2017
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bradrFinally got mine too. :-) My sip sockets and leds came in today already. No est delivery date.
Sep 24, 2017
Evan_R
17
Sep 24, 2017
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ertoTracking number received! About time :/
Sep 24, 2017
fan-tuhm
39
Sep 24, 2017
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bradrGot my tracking!
Sep 24, 2017
adsmz
22
Sep 24, 2017
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Evan_R@bradr my tracking number doesn't even work :\
Sep 24, 2017
EpicFlyman
179
Sep 24, 2017
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bengineerGot mine this morning. Not active yet because it's the weekend, but I got it!
Sep 24, 2017
BlueCrowned
5305
Sep 24, 2017
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adsmzIt's sunday dude
Sep 24, 2017
ptiede
29
Sep 24, 2017
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adsmzIt won't update until Monday or even later. Just chill.
Sep 24, 2017
fnnln
25
Sep 24, 2017
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ertogot mine just an hour ago!
Sep 24, 2017
uberpro
58
Sep 24, 2017
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adsmzIt takes a while for fedex to update the tracker. Only start freaking out after Tuesday if it still says it doesn't work.
Sep 24, 2017
rootuseralpha
20
Sep 25, 2017
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bradrStill no tracking number
Sep 25, 2017
bsastor
779
Sep 25, 2017
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rootuseralphaso sorry to hear that. hope the courier update their tracking system soon. think of what you are going to do with your new planck!
Sep 25, 2017
schlep
81
Sep 25, 2017
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bradrFinally got a tracking number. Thanks!
Sep 25, 2017
atari.zero.tv
738
Atari Zero TV
Sep 25, 2017
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bradrI haven't received an email or tracking number for my order, yet. Did they finish packing on 9/22?
Sep 25, 2017
sirfelion
7
Sep 25, 2017
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bradrInternational customer here waiting on two Planck kits - no tracking number yet, will they go out today?
Sep 25, 2017
PeculiarPixel
24
Sep 25, 2017
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bradrStill no tracking number here either. Did 100% go out on Friday like stated?
Sep 25, 2017
3KidNerd
175
Sep 25, 2017
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atari.zero.tvDisappointed to hear that. I was hoping they'd all finally gone out.
Sep 25, 2017
erto
493
Sep 25, 2017
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PeculiarPixelI doubt it. I think they packed them and got most/all/some in the system for them to ship out today. I got the shipping # yesterday and today it shows as label created and got a delivery date of Wed but Fedex hasn't picked up yet.
Sounds like they didn't get through all of them like we were told.
Sep 25, 2017
PeculiarPixel
24
Sep 25, 2017
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ertoDisappointing. But at this stage I'm not surprised.
Maybe Massdrop needs to adopt a 'under promise over deliver' approach to their estimates.
Sep 25, 2017
bradr
963
Sep 25, 2017
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PeculiarPixelHey all - glad to hear it sounds like most everyone got their tracking #'s this weekend.
@PeculiarPixel and anyone else who hasn't gotten one, I'm following up on this now to ensure they all were sent out as expected per my update on Friday.
Sep 25, 2017
3KidNerd
175
Sep 25, 2017
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bradrOur tracking numbers only show label created, not shipped. When will FedEx take possession of the packages?
Sep 25, 2017
bradr
963
Sep 25, 2017
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3KidNerdHey @3KidNerd - just confirmed with the team that if your package wasn't already picked up by FedEx it will be today.
EDIT: Got some additional info: "technically, the tracking number gets updated once the shipment go through FedEx sortation in their facility. So that means there will not be an update just because FedEx pick up the shipment at our facility."
Sep 25, 2017
atari.zero.tv
738
Atari Zero TV
Sep 25, 2017
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bradrI don't even have a tracking number, yet. Did the packaging get finished? I don't want to sound pissy, but at this point I am a bit concerned that I'm getting the board I ordered.
Sep 25, 2017
erto
493
Sep 25, 2017
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bradrWell my package was picked up by FedEx and delivery date is still Wed. I hope Bradr can track down those who have not gotten a tracking number yet issue.
Sep 25, 2017
atari.zero.tv
738
Atari Zero TV
Sep 25, 2017
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bradrJust wanting to see if we're going to get another update? There are still some folks without tracking numbers or any kind of info.
I'd also like to point out that as of tomorrow, this shipment is officially 3 months late.
Sep 25, 2017
PoekRose
76
Sep 25, 2017
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atari.zero.tvI woke up in a sweat tangled in my sheets last night because I had been dreaming that I somehow got shipped a Steelseries Zboard... you know, that 3-panel monstrosity with replacement inserts made for specific things like WOW and FPS games?
You are not alone thinking we're not getting the boards we ordered.
Sep 25, 2017
bradr
963
Sep 25, 2017
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PoekRoseHey all - I don't have any additional information. If you haven't gotten your tracking number, please write a ticket to support (via the transactions page) or reply to me. (I'm also personally escalating anyone that's commented here already today @atari.zero.tv @PeculiarPixel @sirfelion).
Sep 25, 2017
rootuseralpha
20
Sep 26, 2017
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bradrI already sent a ticket to support, but this is just crazy. Why do I need to check a discussion board and send in a support ticket to make sure that I get something I ordered? Shouldn’t massdrop be emailing me to update on status rather than the other way around? How is it that 100% got mailed out, but really that’s not the case?
Sep 26, 2017
atari.zero.tv
738
Atari Zero TV
Sep 26, 2017
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bradrI just got the email from support that a unit has been shipped. Thanks for the follow up!
Sep 26, 2017
David_R
110
Sep 26, 2017
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ertoYup, my package finally shipped today, Monday 9/25, at 3:41 PM (EST).
Sep 26, 2017
sirfelion
7
Sep 26, 2017
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Sep 26, 2017
PeculiarPixel
24
Sep 26, 2017
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bradr Sent a ticket, ditto on the rootuseralpha ditto.
Sep 26, 2017
BlueCrowned
5305
Sep 26, 2017
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rootuseralphaIt is easier for them to keep track of who is having an issue if you write in.
Sep 26, 2017
fualkner
27
Sep 26, 2017
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bradrI've still not received a tracking number or shipping notification email. I opened a ticket as you requested.
Do you not have a way to detect what users haven't gotten an email / tracking number yet? MD should be able to figure that out and save everyone the logistical troubles of posting support requests. Not only is that a better customer experience, but it'd probably be a reduced burden for your support desk staff as well.
Sep 26, 2017
bradr
963
Sep 27, 2017
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fualknerHey all - Yes, Massdrop support should have already reached out to you regardless of whether or not you write in if you don't have a tracking number (from what I've been told everyone should have their tracking already, save a couple people where there was a problem who were contacted via email) or if there was a problem with your order. There is always the potential for a one-off issue or a missed email that could cause you to not be on the support team's radar, which is why I suggested you write in as well.
Sep 27, 2017
agbell
35
Sep 27, 2017
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bradrHow is that my package was shipped out 2 days ago, but today I find out it was shipped without keys, which will take 2-3 weeks. I understand that problems happen, but why not give timeline that allow for enough time to get everything together, instead of waiting until a promised date, and then promising another date, over and over. This is what you guys do, why are you so bad at it?
Sep 27, 2017
PeculiarPixel
24
Sep 27, 2017
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bradrKind of feels like it isn't such a one-off. And I've never been contacted via email still. And no tracking.
I get the impression that if I wasn't keeping watch of the discussion I'd not only be entirely in the dark but potentially not get my order. Which is concerning to say the least.
I'll again stress that this isn't your fault. But I do think there is still something seriously up with Massdrop's communication; and it might be technical, some bug that's overlooked.
A shot in the dark, but maybe something to do with signing up for both the Planck drop and the Planck keycap drop and then canceling the keycap drop (while staying in the Planck drop)? That's the case for me.
Sep 27, 2017
glazed
40
Sep 27, 2017
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bradrI just received an email stating :
As our warehouse staff was fulfilling the remaining orders,it was discovered we did not have enough 65g Zealios switches available to complete your order."
I thought my order shipped out two days ago?
"We have placed an order for the correct 65g Zealios switches and expect to be able to ship them in the next 2-3 weeks."
Im trying to stay calm here. Does this mean two to three weeks? Or does this mean 21 to 28+ days? I need some answers here. Why is this happening?
Sep 27, 2017
adsmz
22
Sep 27, 2017
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glazedgive it a couple months you'll be typing away in no time
Sep 27, 2017
PeculiarPixel
24
Sep 27, 2017
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bradrAnything new today Bradr?
Sep 27, 2017
BlueCrowned
5305
Sep 27, 2017
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glazed21 days and 3 weeks are the same... lol
Sep 27, 2017
PoekRose
76
Sep 27, 2017
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BlueCrownedI feel like his question is "who" is getting it in 2-3 weeks. is MD getting switches in 21 days, or is he getting his board with switches in 21 days?
Sep 27, 2017
PeculiarPixel
24
Sep 27, 2017
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bradrI'm not trying to be too bitter here. But I feel like a personal escalation and a support ticket should have at least got an email about not getting even a tracking number by now. This drop is a group-funded birthday gift to a member of my friend circle that faaar past due by now (and was ordered with a 2 month window in line to arrive way early). So I totally get your frustration in assuring a timeframe based on what you're told and then it being wrong; because I'm having to do that as well to my friends. And each time it is getting all the more frustrating for all involved. Relatively two day of silence isn't so bad, but in context to the runaround after a '100% fulfilled' statement it's really upsetting.
Sep 27, 2017
Zeal
417
Super Fly Zeal PC
Sep 28, 2017
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glazedMassdrop just placed an order for our remaining stock of 65g Zealios yesterday night. The shipment is being delivered overnight and will be at their warehouse Thursday morning.
As for the shortage on switches, I'm not too sure why. The Zealios Massdrop ordered for the Planck drop were delivered in May.
Sep 28, 2017
bradr
963
Sep 28, 2017
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ZealHey @PeculiarPixel and people above with the 65g Zealios shortage issue, I don't have an update tonight but will follow-up and get more information tomorrow. Thanks
Sep 28, 2017
glazed
40
Sep 28, 2017
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ZealThank you Zeal. It's comforting to see a reply from you. My main concern was that Massdrop said "100% of the orders" were packed and ready to ship on the 22nd, but there was no update saying that 65g Zealios were not going to be in the packages.
Sep 28, 2017
glazed
40
Sep 28, 2017
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BlueCrownedI was trying to ask if the 2-3 week estimation was accurate or if it was going to be more like 3-4+ more weeks. Since everything so far has been delayed for me, I wanted a real estimation rather than a deadline I can look forward to and be disappointed yet again.
Sep 28, 2017
Sashiguma
21
Sep 28, 2017
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glazedI didn't trust the 2-3 week deadline on getting them, which was why I ordered some Otemu Dark Purples after doing some research on switches comparable to Zealios. Once my Zealios switches eventually get here, I can decide if I want to desolder and install them instead. In the meantime, I'm sick of waiting and I want to actually use my keyboard already.
Sep 28, 2017
djuggler
41
Sep 28, 2017
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bradrAll parts arrived in good order. Thank you @bradr!
Unboxing my OLKB+Massdrop Planck. Quick and dirty video showing what came in the box. Will do a higher quality video for the build. I cannot refund these 7 minutes of your life. - [07:18]:
https://youtu.be/4BI_KYaqydM
Sep 28, 2017
fualkner
27
Sep 28, 2017
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bradrI opened a support ticket 2 days ago, regarding a tracking number I should have gotten at the beginning of this week. No tracking number, no response on the ticket. Please help me understand what's going on, because it seems like there's an unexplained gap in service here. At this point, I'm fairly certain my package was never shipped, and perhaps never even existed from the warehouse perspective.
Sep 28, 2017
PeculiarPixel
24
Sep 28, 2017
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bradrWanted to confirm that I finally got a tracking number/label. Thanks.
Still kind of curious why some of us got them so much later after everyone else (and some still haven't) . A mass email at the least could have saved some stress there perhaps if it was being looked into.
Sep 28, 2017
fualkner
27
Sep 28, 2017
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PeculiarPixelGlad to hear you finally got some confirmation! I've still got radio silence.
If you don't mind me asking, what sort of switches did you order? Mine are Cherry MX Greens. I'm wildly speculating here -- All I can do at this juncture -- but I wouldn't be surprised if the more unusual switch choices are taking longer to ship...
Sep 28, 2017
PeculiarPixel
24
Sep 28, 2017
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fualknerI had Cherry MX Browns, and a black case. I figured I'd be on the far common side of things as far as orders go.
And I pretty much got silence on what was going on, no email reply from support; just the tracking number finally popping up. Hopefully yours will do the same soon, but the tension of just having to wait for the tracking number to eventually appear with no other word is pretty bonkers.
I feel like Bradr is doing as best a job as he can do, so props to that, but I feel he's having to act as an inbetween for a support that isn't doing as best a job as they can do. So the personal escalating of things still just leads to silence. So either unresponsive support, facing bugs in their customer system, or some horrible amalgamation of both; it would be good to know the true culprit and how it is being dealt with as it will affect my decision to use massdrop in the future.
Sep 28, 2017
bradr
963
Sep 28, 2017
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PeculiarPixel@PeculiarPixel - so glad you finally got your tracking. I finally got a little more info on this today, too... there were ~11 unshipped plancks (out of the 1000 or so orders) that just happened for various reasons. And unfortunately these were always being processed but there just wasn't a good system for alerting customer support to make that communication. Those users should be emailed today or tomorrow, though as you noted the remaining orders should also be shipping today and tomorrow anyway.
@djuggler as someone who has been working a lot on trying to get through the mess of Planck, it really helps to see this unboxing. Sorry again for all the issues and delays in the drop, and thank you for sharing this. I'll send it to the whole team involved!
@fualkner as mentioned above, I was able to confirm there were still a handful of one off orders that didn't ship for various reasons, and you may have been in this bucket. The team should finally be writing you or responding to your ticket (not sure how it took so long), and these should be shipped shortly as well.
Regarding the Zealios switch shortage some people faced (and have been emailed about)... some more info: the kitting was finished end of last week, as I noted. Shortly after that (Saturday) I was notified by the team that there was a shortage here, and we met on Monday to figure out how to resolve (we fully refunded everyone for those switches, expedited new switches from Zealios so we could still get people what they ordered - Thanks @Zeal for jumping on that). It sounds like the shortage was due to the way we inventoried our switches (at the bag level instead of the switch level), allowing us to have improper numbers on partial bags of switches. The team is working on fixing this inventory system to be at the switch level to prevent this in the future.
Sep 28, 2017
sirfelion
7
Sep 28, 2017
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bradr@bradr Thanks for keeping us in the loop. I also seem to be one of the chosen 1%, haven't got a tracking number or a response on my ticket. I did get the Zealio delay mail, replied to that as well, but have yet to receive more than an automated reply.
This is less of a complaint (I'm way past raging at this stage), think of it as a show of hands, and hopefully this can get resolved soon.
Sep 28, 2017
sssd
80
Sep 29, 2017
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bradr"It sounds like the shortage was due to the way we inventoried our switches (at the bag level instead of the switch level), allowing us to have improper numbers on partial bags of switches "
is that why I got 2 extra 78g switches or was that intentional?
Sep 29, 2017
rootuseralpha
20
Sep 29, 2017
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PeculiarPixeloh hey, black case and Cherry MX Browns for me too — tracking shows it shipped out today at 7pm
Sep 29, 2017
fualkner
27
Sep 29, 2017
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bradrThanks for the update. I'll expect an email from support shortly.
Sep 29, 2017
Keybler
144
Sep 29, 2017
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sssdThe description said that the kit including 50 switches, leaving 2 extra if you made the grid layout.
Sep 29, 2017
sssd
80
Sep 29, 2017
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Keyblermakes sense!
Sep 29, 2017
cflee
12
Sep 29, 2017
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bradrThanks for the update, we really appreciate it. Based on Zeal's post, the shipment of Zealios switches should have reached Massdrop yesterday – do you know if there are enough switches to cover all those orders yet?
Sep 29, 2017
atari.zero.tv
738
Atari Zero TV
Sep 29, 2017
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bradrI finally got and built my board! Man, this layout is zany... I need to modify my Preonic layout to fit on this Planck so I can use them somewhat interchangeably.
search

search
Sep 29, 2017
PoekRose
76
Sep 29, 2017
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Keybler
search
Cherry MX Clears, and I only got 49. not an issue since I got enough to complete my planck. Not every bag of switches is perfect, so that might be the real reason for saying we're getting more switches. Just to make sure that they give us enough to finish the project.
desk is a bit crowded with all 3 of my keebs for work. Eventually, the planck will replace both the full size and the 8-key macro board.
Sep 29, 2017
bradr
963
Sep 29, 2017
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cflee@cflee yes, from my understanding we were able to order more than enough to cover the remaining orders.
@atari.zero.tv awesome. SOOOOOOOO glad you finally got it, and thank you for sharing the pics. loving those keycaps.
Sep 29, 2017
fualkner
27
Oct 2, 2017
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bradrI got a response from support on September 29th at 11am.
" Thank you for reaching out to Massdrop Support. We do sincerely apologize for the delay in shipping your order and also the delay in getting back to you. My name is ***** and I'm happy to offer some information.  First I would like to assure you this drop is being examined to the fullest, to diagnose where the break in completing this drop successfully came around. We're not pleased with the way the situation ended, and we will do our best to make it right for our members and take into deep consideration the events that happened, so other drops do not suffer the same fate. Please know the remaining Planck orders have been flagged to our warehouse and put at top priority, meaning you can reasonably expect your tracking to to be sent out today or tomorrow. Your time and patience are deeply appreciated. I hope that helps clear things up, but please let me know if you have additional questions or concerns and have a lovely day. Kindest regards, *****"
It is October 2nd, and I have not gotten the tracking number yet. I'm sharing this with you, @bradr, because this is worse than missing a publicly posted deadline; I can accept that there's the occasional mix-up in large-scale operations. This is worse. This is breaking a promise made to me, as an individual.
If you're going to successfully support and bolster MD's reputation, you *must* make sure that your support and operations people are on the same page, and you *must* stop over-promising and under-delivering. Expectations must equal reality.
Oct 2, 2017
wezm
4
Oct 2, 2017
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fualknerI got the exact same reply and have also still not received any tracking info.
Oct 2, 2017
ChitownM2
736
Oct 3, 2017
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bradr@bradr
after waiting months to get my planck it finally arrived on Wednesday and low and behold the sleeve I ordered with it has an ink or grease stain of some kind on it. I submitted a support ticket that night, but still haven't received any response beyond the automated one. I want a new sleeve expedited out to me ASAP. Ridiculous that after the disaster that has been this drop they aren't even QC'ing the orders before they go out the door. I submitted a second ticket tonight. Any way you can look into this??
Oct 3, 2017
ChitownM2
736
Oct 3, 2017
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bradr@bradr
Can you help out with some updates on the Ergodox drop. Several of us received the wrong pieces for the keyboard and many others are still waiting for their initial orders to be shipped out.
https://www.massdrop.com/buy/infinity-ergodox/talk/1821415
Edit: I'm unlucky enough to have had an issue with both drops :)
Oct 3, 2017
wezm
4
Oct 3, 2017
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fualknerFinally got tracking info. Not response from support though.
Oct 3, 2017
monkeysuit
45
Oct 4, 2017
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bradrso if the zealios were overnighted to you last week, you must have them ready to go by now right?
Oct 4, 2017
bradr
963
Oct 4, 2017
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Hey all - sorry, I was out of the office for a couple days. I'll follow up on the Zealios (and a couple of the other people's notes above) and let you know what I hear today.
Oct 4, 2017
bradr
963
Oct 5, 2017
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bradr@ChitownM2 @fualkner @wezm - I followed up with our CS lead to make sure she personally looks at the status of your order/ticket.
Regarding the Zealios - they are still expected to go out within the original timeframe of 2-3 weeks from when the email was sent (I believe 9/26), and will be expedited when sent out - it sounds like the team expects them to be out in the earlier part of that time frame. Those of you who did not get the 65g zealios with your order were compensated via a complete refund of the switches, and were given the option via that email to wait for the new order or ask for one of the other variations that was available.
Oct 5, 2017
clickclackjack
117
Oct 5, 2017
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bradrDamn, I want to work somewhere where I can just delay unnecessarily for a week when the product I'm supposed to turn around is just sitting in a warehouse. We know the switches were overnighted to you guys 8 days ago so how can it possibly take this long to ship them?
I don't understand a lot about the logistics involved here and would love to know where these long gaps are coming from. In my mind you guys at this point should be trying to get our switches out ASAP. With the information we've been given it seems like you don't care at all about getting them out. Either give us more detailed information about why this could possibly be taking this long, or admit that you don't care about getting them out as soon as possible since the deadline is 3 weeks anyway.
Oct 5, 2017
fuggles
140
Oct 6, 2017
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clickclackjackI hope they're going to extend the return window for those that still dont have their zealios (including myself)

i can just imagine getting my switches in 2-3 weeks, something doesnt fit/work, contacting md support and being told i waited too long to get ahold of them
Oct 6, 2017
adsmz
22
Oct 8, 2017
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clickclackjackgod, this is still going? I got mine a while back, but I've been watching this to see how it pans out. definitely not buying anything around her for a long time.
Oct 8, 2017
clickclackjack
117
Oct 12, 2017
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adsmzAmazingly and disappointingly it is *Still* going on. @bradr won't even talk to us anymore.
Oct 12, 2017
wezm
4
Oct 13, 2017
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bradrI received the 3 Planks I ordered this week but the Zealios were missing and I’ve not received any emails about them. If I didn’t read this discussion I’d assume they had just been forgotten. I’ll wait until next week (3 weeks from 26 Sep) before contacting support again.
Oct 13, 2017
uberpro
58
Oct 13, 2017
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bradrHi guys, I wrote a piece about my experience with this drop on /r/mk here: https://www.reddit.com/r/MechanicalKeyboards/comments/7658lq/it_can_happen_to_you_too_a_word_of_warning_a/ I urge you to share YOUR experiences of this drop on the thread--people new to mechanical keyboards need to know what they're getting themselves into before they make purchases with this company!
Oct 13, 2017
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