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Showing 1 of 253 conversations about:
tigerali
194
Apr 16, 2018
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Bigwillstylez
5
Apr 17, 2018
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tigeraliExact same response I received after 3 days of no word from Massdrop support.
pinetree76
76
Apr 17, 2018
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tigeraliThat's genuinely screwed up.
Massdrop, please offer everybody the same token compensation you offered me.
Massdrop, please offer everybody the same token compensation you offered me.
ImPickleRick
3
Apr 17, 2018
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pinetree76Maybe Massdrop should delete your coupon :D Equality.
pinetree76
76
Apr 17, 2018
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ImPickleRickI agree. This should be given to everybody, but if they won't... there's no point in giving it to me either. Either everybody gets this tiny token remedy, or it doesn't really seem like a remedy at all to me. I mentioned before that I was done with massdrop if they didn't take at least this minimal step-- I'll amend that to say that I'm done with massdrop unless they take at least this minimal step with everyone affected.
kevin_L
13
Apr 17, 2018
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pinetree76I would prefer an expedited shipping method instead of future credits, it is glad to hear the vendor starts processing orders again, but unfortunately my order status is still "Order placed with the vendor" and I am not sure if I can receive it before May with the "FedEx SmartPost".
chris.k
58
Apr 17, 2018
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kevin_LI'm in the same boat as Kevin. At this point in time, my order hasn't shipped. I would prefer expedited shipping compared to a credit on a future purchase. I hope that Brad's conversation with the leadership team produces some genuine good news on this issue.
pinetree76
76
Apr 17, 2018
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kevin_LSame here. I'm not sure why they don't-- it's the simplest, most common-sense way to handle an unannounced delay like this. Faster shipping to minimize the impact. A credit is essentially the option of last resort if they can't figure out anything else... but honestly, how hard is shipping faster?
tigerali
194
Apr 17, 2018
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pinetree76It's like, surely they will experience manufacturing delays - I know, it's happened to every drop I've been on (aside from some poster prints). You'd think they would have mechanisms to help make up for it with the customer, but the policy here seems to be "If it's delayed, you can cancel it, it's not our problem."
pinetree76
76
Apr 17, 2018
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tigeraliI'm okay with the "cancel if delayed" policy if we get at least a few days of notice prior to the ship date, and the refunds process quickly. That gives time to place another order somewhere else and still get what you want on time.
If, like in this case, they fail to even tell us they're late until the day after it was supposed to ship... that's too late for "just cancel for a refund." I'm not sure they understand the difference, though. From all their messages, it kinda seems like they think of all delays as the same-- but a delay with advance warning is not the same thing as "oh crap, the ship date already came and went, but uh.... we forgot to ship anything."
If, like in this case, they fail to even tell us they're late until the day after it was supposed to ship... that's too late for "just cancel for a refund." I'm not sure they understand the difference, though. From all their messages, it kinda seems like they think of all delays as the same-- but a delay with advance warning is not the same thing as "oh crap, the ship date already came and went, but uh.... we forgot to ship anything."
tigerali
194
Apr 17, 2018
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pinetree76I still think there's an opportunity cost - I waited for two weeks before the delay got announced, and missed out on pricing on eBay and Amazon for the same item. But I get where you're coming from.
The larger point is they know sometimes there will be delays. Why not have methods built in to help the customer?
The larger point is they know sometimes there will be delays. Why not have methods built in to help the customer?
pinetree76
76
Apr 17, 2018
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tigeraliIt's a little alarming that they've been doing this as long as they have and there isn't a standard procedure for delays beyond "you'll get it when we get around to it, and you'll like it."
jedismater
7
Apr 18, 2018
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pinetree76Has anyone found out why the vendor didn’t have any of these headphones in stock but promised to deliver by such date? Why no detail explanation? MD should have at least made up some dumb excuse to delay the process if they can’t man up to what really happened with the vendor. Are they trying to cover up in their own end so they could keep some good relationship with the vendor in the near future for another drop load of crap like this?
pinetree76
76
Apr 19, 2018
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jedismaterI think we're all still in the dark on the details of how this went wrong. I did finally get a ship notice, so they are apparently continuing to ship incrementally. The way this has gone so far, though, I'm not going to get my hopes up until they're actually in my hands.
tigerali
194
Apr 19, 2018
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pinetree76This is what support's been telling me about your coupon :)
The agent that helped with this members inquiry went against policy to grant this member a coupon, going outside our guidelines. While compensation is a solution we often offer for similar but longer delays, we do not when we believe an order may be delivered within less than two weeks passed the estimated ship date.
In other news, as people are getting ship notices, it seems like I've complained myself into being the very last shipment...
The agent that helped with this members inquiry went against policy to grant this member a coupon, going outside our guidelines. While compensation is a solution we often offer for similar but longer delays, we do not when we believe an order may be delivered within less than two weeks passed the estimated ship date.
In other news, as people are getting ship notices, it seems like I've complained myself into being the very last shipment...
pinetree76
76
Apr 19, 2018
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tigeraliWell, that sucks. It really does seem like they don't understand the difference between "it's going to be late, but we warned you ahead of time" and "we failed to even tell you we were going to be late until the day after it was supposed to have shipped."
The delay is bad, but the big failure here was the late notice of the delay. I don't care if the delay is only a day or two at that point.... you've royally screwed up and left your customers with no ability to find another source on time. I really hope they consider changing the policy here to reflect the difference. The policy for "we didn't even warn you it would be late" needs to be different, even if the amount of lateness is the same as an incident where we got advance warning.
The delay is bad, but the big failure here was the late notice of the delay. I don't care if the delay is only a day or two at that point.... you've royally screwed up and left your customers with no ability to find another source on time. I really hope they consider changing the policy here to reflect the difference. The policy for "we didn't even warn you it would be late" needs to be different, even if the amount of lateness is the same as an incident where we got advance warning.
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We understand your request of additional compensation. However, the coupon that was received by one of our members was granted outside of our policy. We do not generally grant coupons for 2 week delay, like in this situation.