Let me pre-fix this comment with saying that I have been a member of this forum since February 27, and since my first comment from that date, have been a silent lurker of these forums, as I felt I have nothing new to add.
I am however, becoming more and more frustrated by the day, and having had conversations with the support team, have to agree with @glumreaper that they are doing the best that they can but the communication from others at the company is not forthcoming to them, or accurate. I was also advised by the support team not to share any of the information they have provided to me over the past couple of weeks but feel that now is the time that I must, if only so that there is some kind of understanding among members about what is going on. They did not want me to do this since they believe this will cause more questions and I have to agree with them, but it is simply not acceptable for @Waxberry along with his colleagues to keep both members of this forum and presumably their own support team in the dark about the status of the orders.
For reference, the information about my ordering history is as follows:
Pre-Ordered 4 April 2019
IGG backer (coupon applied)
Pre-order become available to pay: 1 August 2019 12:41
Pre-order paid: 1 August 2019 22:43
I will try to summarise the email thread with support, providing dates with no missing information from what I have been given.
30 October - notified by the support team after enquiring about the status of my order that: "While we don't usually mention this, as the first batch is relatively small, the stock for your order has been delegated already and is in transit to our warehouse."
5 November - after chasing up to find out what was happening with my order, I am told: "Your order is definitely going to ship with the second batch, which is due to arrive in mid-November. Realistically, your order will deliver by the end of this month."
6 November - after asking for clarification on why this response was not in line with 30 October, the response is: "Apologies your order wasn't shipped with the first batch. We expected to have larger quantity, but unfortunately some of the devices we received did not pass Q/C. We've had to get a new screen supplier midway through the first batch, hence the more limited number of devices produced. Now that this issue is resolved, you will be amongst the first of the second batch to have their device shipped."
25 November - having chased again given the information provided that my order would "definitely" be shipping in the second batch and that it was "due to arrive in mid-November", I was told the following: "We are currently still shipping our earlier Pro1 pre-orders. We know this was delayed longer than it should have been, and we are sorry for any inconvenience this may have caused you. Realistically, your tracking details will be sent to you anytime before the 20th of December, as we plan to have 1-day shipping before Christmas, so we will have all pre-orders complete in time for the Christmas holidays."
26 November - after responding to the above, asking what had happened in such a short space of time between being told I would be "amongst the first of the second batch" on 6 November and them not shipping in mid-November, I was informed: "Actually, yes, your order is definitely coming with the batch due to leave the factory this week. "anytime before the 20th of December" does not necessarily mean that your order will arrive on the 20th. Based on previous delays with customs and history, we think your device should be in your hands before the 10th of December."
2 December - having seen a number of members on this forum receive stock allocation emails, including those who are non-IGG backers such as @netman, @anonim001and @Doktor Oswaldo and not having received one myself, despite being told only six days earlier that I'd be included in the batch leaving last week, I contacted support again to ask about my order. The response: "Your device is expected to ship by the 13th of December. If you don't receive an update by then, please email us, so we can tell you where the stock is."
3 December - again, after asking for clarification due to the misinformation previously and how within a few days a device that was "definitely" due to leave the factory was now not going to be (bear in mind that I had now been told "definitely" twice!) I was told this: "As you might be aware, our second batch is compensating for the 1st batch of US orders which are still stuck in a US customs office, therefore some orders were pushed slightly further. With this, however, we’d really like to stop giving a name to each batch, as we are now receiving new batches every week. The only definitive information that we have was already provided to you in my previous response. The 3rd batch is going out next week, and your order will be included with it."
3 December - on claims that non-IGG backers were receiving their stock allocations ahead of IGG backers, I was told: "You are indeed being prioritised over others, we have not shipped non-IG orders so far. If that has happened, it would be a mistake on our side and it would account for less than 1% of all of our shipped orders."
I've also challenged the explanation for the delay being because of the US customs issue since @Erik had already explained this on 26 November so this was known before the reply to me on 26 November stating that my device would be in the batch leaving last week. I made the recommendation that the company make greater effort to engage with this community since there is a lot of discourse primarily due to the lack of transparency and clarity, along with the constant misinformation and mistruths being emailed out to customers - to the point that some customers feel their only option is to cancel their order. The response I got:
"We are trying to be as transparent with you as possible, but each time we make an announcement, we are given new questions, question to which our support team does not have answers, and we are yet again accused of the same crime - not being transparent enough. To minimise the false speculations, we have provided you with our internal deadline and that is the only definitive information we have."
I know this is a long response and some people may not take the time to read it, but it clearly documents the lack of information or completely false information that is being fed to the support team, leading to the frustration that @glumreaper mentioned previously, and the frustration of members of this forum and presumably customers who are not members of this forum.
I have been a vocal supporter of this company outside of this forum to people in my life but they are doing themselves no favours in gaining or keeping support from the community, who if anything you would expect to be the most supportive, given the time they spend checking and responding to posts in this forum. I sincerely hope that @Waxberry and @Erik see this and reflect on what has been a woeful set of messages sent out to a customer who by and large has been very patient given the obvious technical difficulties that have occurred during the manufacturing process (to which I have no complaints). This is all about expectation and keeping members / customers in the loop and certainly not stating that somebody will "definitely" be included in a batch, twice.
P.S. @netman, @anonim001 and @Doktor Oswaldo please do not take this personally but I am very upset that you've received stock allocation ahead of IGG backers! I am amazed at how something as simple as sorting an orders list first by IGG backers and then payment date can be so difficult to achieve in this day and age.
Again, apologies for the rather long comment but I felt that you all deserved to know what kind of messages have been sent out, and I'm sure I'm not the only one, and I am sure that the support team are doing the best that they can with the information (or lack there of!) they are being given.