Logistics Updates: New Delivery Methods
There’s some new changes coming to Logistics regarding how both packages and updates will be delivered to you.
We are going to post this in Audiophile for now as it’s the largest community on the site, but we have a new section coming for general topics and site updates where everyone can provide meaningful feedback. This post will also be linked from every drop in every community for awhile so don’t be confused if anyone mentions something in this thread other than headphones.
Over the past year, the most common feedback (see complaint) related to logistics has been centered around the use of DHL for US shipments. There have been polls, posts, threads and discussions aplenty covering DHL and the problems with delivery times and tracking info clarity. We have heard that feedback and have been working for some time now to find a reliable and viable alternative.
With that we have some good news. We are now testing out Fedex with the goal of moving away from DHL for domestic shipments. Short summary of the positives, this should hopefully cut down on the delivery time for many of our domestic members while providing better tracking information. This is still in testing and the results will allow us to use the data to better compare with DHL and any other alternatives.
Brief history and going forward.
When the site was small and we all did every job, updating the group through the Discussion was a great way to keep everyone up to date and respond to any questions that may pop up. It was all a bit more chaotic back then, but it meant adding a personal aspect to it without the need for a giant email handler, and the small group involved could all interact from beginning to end.
However, the site is now a community of millions spread across 200+ active drops at any moment creating a full time job of handling the back end portion of logistics; talking with vendors and manufacturers, checking in on the production timeline, following up on shipping notifications and tracking, placing and updating orders, and then handling any problems that come up anywhere along the way.
We spent a lot of time thinking about how we could work with our current tools to retain Discussion style updates while increasing visibility and responsiveness. However, it’s simply not possible for our Logistics team to write out thoughtful replies for all of the hundreds of questions that get asked every day when updates get posted while also maintaining all of their other responsibilities.
Ultimately, the current update system causes more confusion than clarity and the process needs to evolve with the site to match the needs of the community.
We are currently working on an improved system that provides a constant up to date status and will automatically provide meaningful alerts whenever something changes. An email alert will still update everyone on each step as the order progresses from buying to shipping, but we will be moving away from posting updates in the Discussion section.
In the interim we are going to start sending the majority of updates through email only. Please go to your Settings tab (https://www.massdrop.com/settings/user_info) to verify you have the correct email to avoid missing any of these updates.
Thank you all for your feedback and help in improving Massdrop.