Absolutely, you’re right, we look terrible right now! We had a complete fall out of our supply chain at the most inopportune possible moment this year – while onboarding new customers, who have now had to wait several months longer than expected. Actions speak louder than words, which is why we’re throwing all available resources into resolving it, and have tried to deal with the issue in many ways since. We’d prefer to just stick our noses in the job until we can tell you your order has been shipped. When we’re done, some of you will just be so soured on the experience you won’t be customers ever again. Some of you are going to hate us until you’re holding your Vidiot in your hands, and then realize it’s been worth the wait. And some of you are happy to be on a journey that you know we’re all in together. We understand your position and share your frustration, no matter which camp you’re part of.
The reason I’m replying to this thread so quickly is because I do care, and a prompt reply is the best I can do until I can say “your order is in the mail.” My phone dinged in the middle of QC’ing a batch of Vidiots we are packing into boxes today (some of them may be to Switched On), so I stopped what I am doing to reply. And
after I’m done writing this, I’ll be getting back to it.
Orion series modules have been in development for 2 years; making them happen for the 4th quarter of this year is essential. Different people (engineers who are paid more than assembly technicians) are working on those tasks. Meanwhile we have an assembly team across multiple locations with multiple new hires tackling Vidiot and module restock projects. For me right now almost all of my dayjob time is spent administrating the team and ensuring successful production. In the evenings after I’ve put those hours in, or sometimes in the early morning before others arrive, I do what I can to make progress on the Orion series stuff – and our engineer in Sydney is likewise working on it in the evenings. A new release cycle at this time isn’t a reprioritization of our attention, despite how it may look. It’s an essential strategy for pulling our business out of our loss in supply chain and ensuring that everyone’s orders do get shipped. It’s all hands on deck right here. The only way out is through.
Your concerns are an ethical imperative to me, and I don’t ever mind providing an explanation. I also understand at anyone who’s disappointed or upset with us about the timeline of their order fulfillment. That’s perfectly fair and understandable. What I can’t do is refund your order, because that funding has already purchased components being used for production and given a job to the guy building it – and in the wake of our supply chain dropout, there’s nothing to spare. A refund would only delay us further, which hurts everyone. This is part of why we have a policy of no refunds for products willingly purchased on presale or backorder.
The good news is that being in control of our own supply chain and anticipation over Orion series modules is showing very good things in the numbers, and we expect to rocket permanently out of fulfillment woes sometime in the next quarter. I’m very proud of how efficient our team is operating together right now.
Thanks for reading. Back to work for me.