Sony WH1000XM2 Wireless Noise-Canceling Headphones Discussions | Drop

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Sony WH1000XM2 Wireless Noise-Canceling Headphones

Showing 1 of 253 conversations about:

Sony WH1000XM2 Wireless Noise-Canceling Headphones

bradr

963

Apr 24, 2018

Hey all - Thanks again to everyone who joined this drop, and to those of you who have participated in the discussion below. We’re glad that the vast majority of you have received your headphones. That said, we know the experience of getting them hasn’t been great - they were delayed about 7 days (on a 2 week shipment target) and we didn’t communicate the delay clearly or in advance of the ship date. As a small apology for the poor experience, we are providing everyone in the drop with $10 Massdrop credit. (e-mails are being sent out shortly). We also are working on updating our policies around communication, delay, and compensation based on the feedback in this thread. We know that this doesn't help with the experience on this drop, but we hope that some of you will stick around as we work to improve and update our process for communication and our policies here when delays happen. Note - a small portion of users have not received their headphones yet. They’ll receive a separate e-mail shortly with additional information, additional credit, and will be able to cancel this drop. We’re sorry again for the delay and poor communication on this drop, but your feedback has been super helpful in pushing us to improve. Thank you sincerely to @tigerali , @rosecoloredboy , @Dojoo , @STJ23, @chris.k and the others below who were willing to share their perspective and participate in a productive discussion.

pinetree76

Apr 24, 2018

bradrA step in the right direction! I wasn't really expecting anything other than more apologies, but taking action like this goes a long way. Thanks for actually putting in the effort here.

MoeN

Apr 24, 2018

bradrI appreciate the steps you’ve taken to make this right, but come on this is real unfair having to wait an additional 10-20 Business days for the headphones to still ship. I’ll probably still wait it out but this is real unfortunate and I hope you guys can work on reducing the wait..

DanielToubul

Apr 24, 2018

bradrI would've preferred a expedited shipping instead of the 10$ credit. Still waiting for the headphones as they will be delivered to me on Nevada..

vxyou

Apr 24, 2018

bradrAny idea how much longer the shipping will be delayed for those of us that haven’t received any notifications yet?

bradr

963

Apr 24, 2018

vxyouHey VX and @MoeN - there's definitely a decent chance they'll ship out sooner than the stated 10-20 business days, but as of this moment I don't have more specific information on timing. If I get any new information I'll share it ASAP. Sorry to not have better news yet, but I'll let you know if and when I do!

zachtech

Apr 25, 2018

bradrMine just arrived, brand new in box (ordered March 24). Listening to them now, and they are fantastic!
Yeah the wait and communication problems sucked, but I really didn't mind waiting, especially for the price these were offered at. Worth it in the end for these really nice headphones, IMO.

tless

Apr 25, 2018

bradrI have received a shipping notification with the tracking number on Apr 18 (7 days ago), and as of right now the item hasn't actually shipped (USPS shows "awaiting item"). I have already received the email saying "We’re glad that you have now received your headphones..." from Massdrop, but the item isn't even shipped yet. It's been a frustrating experience. When can I actually expect the headphones?

bradr

963

Apr 25, 2018

tlessHey Tless - sorry you don't have your headphones yet and for the incorrect messaging since yours are in the process of shipping, not in your hands. We probably won't have any additional information beyond what the carrier provides at this point, and it will depend on the carrier and how far away your location is from the headphones, but your best bet would be to write into support to ask them for an info they have. You can do that from the transactions page.

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Ryoco

Apr 26, 2018

bradrHey just wanted to say I received my tracking number from FedEx. Thanks for offering extra credits. That was a great gesture of moving forward. Also, words of the day, you guys might want to consider stoping working with this particular vendor.

UpsetHeadphone

Apr 26, 2018

RyocoGodspeed, as I have not received anything yet.

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DanielToubul

Apr 26, 2018

RyocoHow much they have offered?

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iuriid

Apr 27, 2018

bradrDear Bradr, Could you please help on my case? I've done the order on Mar 25, 2018 and got two emails about the delays. Today (Apr 26, 1:52 PM PDT) I got another weird email. Please see below:
"Your order for the Sony WH1000XM2 Wireless Noise-Canceling Headphones has been flagged by our security system. Due to this flag, we are unable to proceed with your order. Your order has been cancelled and a full refund was issued to your original payment method."
I don't want the refund. I would like to get what I paid for. It seems to be fair to execute our contract. The delay is not good, but I was ready to wait and now I am just shocked. Please help me with the this case. The support team is not responding. Appreciate your help here.

Rosenthal

Apr 27, 2018

iuriidThe same thing happened to me. I sent in a support request and they totally disregarded what I asked in my message. All they said was to request another drop and join it. What a very disappointing experience.
It seems they made a mistake with shipping out too many units (as some people who canceled their orders several weeks earlier received their units EVEN AFTER getting refunds). I guess we got the short end of the stick and they decided to cancel our orders.

bradr

963

Apr 27, 2018

Rosenthal @Rosenthal @iuriid hey - sorry to hear your orders were cancelled in this way. It sounds like they were flagged for security reasons (if you both had the same message), which are in place to prevent fraud and theft. These types of measures aren't 100% accurate, clearly, but are important to help protect everyone on the site. I'll relay both of your comments here to our support and security teams so they can take another look at your situations.

vxyou

Apr 27, 2018

bradrThe same thing happened to me. I would still like to receive my headphones rather than have my whole order cancelled after I have been waiting for over one month.

iuriid

Apr 28, 2018

bradrThank you bhadr! I appreciate your help here. As for now I didn't get the response from the support team. I do really hope that Massdrop cares of their users and don't try to trick in this way. Waiting for a month should not be followed by the cancellation and blaming security bots with no resolution.

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