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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!
@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.
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.
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.
@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.
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?
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.
@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.
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.
Just to be clear, I expect MassDrop to do something that costs them money, e.g. free t-shirt or expedited shipping.
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 ;-) ).
If you have the money and time you should do it!
That said, expedited shipping seems like a reasonable expectation after all this. Personally, I wouldn't mind a counter toward my friend referral purchases.
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.
All will be shipped by Wednesday. You would know this is you bothered to read.
This new Massdrop feels a lot like the old Massdrop!
I want my board just as bad as everyone else; whining about details does not help
I would wait until 2 days after the shipping date before ranting.
I don't think their system works like this and it would take time and money to implement a better solution.
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!"
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.
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
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.
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.
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.
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?!?!
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.
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?
*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..."
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.
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?
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.
I'm wondering what the hold up is for some of us
but due to unexpected issues at the MD warehouse, who knows when the hell we'll get our boards...
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.
"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
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.
am I suppose to check the comments section to get updates on this drop?
Why are email updates not being sent out ?
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.
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.
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.
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.
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.
Still no tracking or email.
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.
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.
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.
$25 merchandise credit for a place people are considering not using any more isn't much of a consolidation prize.
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.
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
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?
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.
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.
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.
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. "
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.
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%.
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%.
Here's to a tracking number showing up in my email this week!... hopefully.
3-5% is still an extremely low number considering this is probably the worst drop in the history of MD.
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.
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.
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.
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.
Thank you for that 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
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."
Sounds like they didn't get through all of them like we were told.
Maybe Massdrop needs to adopt a 'under promise over deliver' approach to their estimates.
@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.
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."
I'd also like to point out that as of tomorrow, this shipment is officially 3 months late.
You are not alone thinking we're not getting the boards we ordered.
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.
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.
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?
As for the shortage on switches, I'm not too sure why. The Zealios Massdrop ordered for the Planck drop were delivered in May.
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
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.
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...
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.
@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.
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.
is that why I got 2 extra 78g switches or was that intentional?
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.
@atari.zero.tv awesome. SOOOOOOOO glad you finally got it, and thank you for sharing the pics. loving those keycaps.
" 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.
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??
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 :)
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.
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.
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