I did get an email very late last night telling me they were looking into it. It was established though that I had submitted the correct address. And the error was on Beat Buddy"s end. The proper reply should've been "will mail out a new one immediately tomorrow morning!" Very disappointing! I really hope this is not an example of what we can expect from their customer service.
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MY BEAT BUDDY IS HERE!
- Thread starter Joe Nerve
- Start date
I did get an email very late last night telling me they were looking into it. It was established though that I had submitted the correct address. And the error was on Beat Buddy"s end. The proper reply should've been "will mail out a new one immediately tomorrow morning!" Very disappointing! I really hope this is not an example of what we can expect from their customer service.
And me with not so much as a tracking number... Feeling a little left out. Not that I could play with it if it arrived...
Early supporter, but about as late as could be to make it into that camp; received my tracking number yesterday (Mon), will be here tomorrow (Wed). So, I'd imagine, if you missed the "early" cut-off date, it could be an extra week or two. They communicated that well and often.
At that, I'm starting to feel a little like I'm catching a cold ... may have to take some time off tomorrow.
At that, I'm starting to feel a little like I'm catching a cold ... may have to take some time off tomorrow.
Adamixoye
A PT Pro is cool for worship, right?
- Apr 9, 2012
- 18,158
- 69,338
- Disclosures
- Occasional Beta Tester for Confusion Studios, Singular Sound, and Source Audio
My experience with Beat Buddy customer service has been very solid. It is annoying when the only answer they give is: "Just wait, it will be here soon!" but I get why they have to do that, and other than that they have addressed all of my issues (and there have been a few) to my satisfaction, and within what I felt was a reasonable amount of time. Remember they are getting literally thousands of orders out the door right now, with lots of people bugging them about different things. I think expecting a response within 2 hours was a little unreasonable. I've pretty much always gotten a response within a business day or so via e-mail or Facebook.
I was like you yesterday...first 10 minute supporter...I don't understand why it wasn't "first come, first serve," but that's been kind of petty on my part...but then the e-mail came last night. They're now saying today or tomorrow for the final tracking numbers (because some are still going out today and there could be 24 hours between shipping and tracking).
If they're not prepared to handle issues on a timely basis they need to fess up or hire more people. Simple as that. Not attending to the needs of the very people who financed their efforts is just poor business practice. You don't need to be a business guru to anticipate there would be a multitude of issues with such a huge fulfillment. And staff up accordingly.
Adamixoye
A PT Pro is cool for worship, right?
- Apr 9, 2012
- 18,158
- 69,338
- Disclosures
- Occasional Beta Tester for Confusion Studios, Singular Sound, and Source Audio
A pretty baffling perspective. When I'm dealing with companies of any size by e-mail, a minimum of 1 business day is to be expected. Some do better than that, sure. But I always allow that. It's a start-up---funds are low, otherwise they wouldn't have needed the pre-orders.
You're entitled to your opinion, I guess, but I just can't imagine getting upset by an e-mail not being returned in 2 hours. I suggest we drop this so as to not clog up the thread.
Expecting timely customer device in this 24/7 world is not a "baffling perspective." I run a small consultantcy and if be out of business fast with that philosophy.
The Good News: I got my tracking number. 
Then Bad News: I'm flying out of town Wednesday Morning and will not get back until Late Friday.
DS
Then Bad News: I'm flying out of town Wednesday Morning and will not get back until Late Friday.
DS
I am in FL but live in WA. and mine is due at home tomorrow Wed. the 24th. Bummer I won't be able to touch it until the 1st of Oct. Good luck to the rest of you awaiting delivery.
I haven't followed the beatbuddy until very recently, but my observation of other electronics crowdsourced startups that garner huge attention is that huge delays and customer service problems on the outset are not uncommon. Raspberry PI and Ouya, in particular, are perfect examples.
I look at it this way. We as consumers are used to expecting a finished product from an established company with a long-standing and strong backbone network of manufacturing, marketing, and shipping history behind it - all well established before you even hear of the item, much less able to buy. Stuff we see in stores, and even on Amazon, are still part of that traditional production model. With crowdsourced startups all of that has to be put in place in a VERY short time, from basically zero to full shipping and customer support. As early supporters you are being asked to take on the risk of being part of funding a brand new endeavor, from near inception to complete product. In my view it's almost a forgone conclusion that plenty of bugs are going to have to be worked out. The company will make promises, and I believe they genuinely think they can deliver on their promises. But no amount of promising can erase purely unseen circumstances.
I waited until Raspberry Pi was completely ready before buying, and it still was 6 mos delayed, after I paid. I wasn't even an early supporter - they had significant problems. My son wanted to be an early supporter of Ouya, but he was 10, so I said no way. He paid full price for it, and had zero problems with it, as they fixed as much as they could by the time retail units were available. Either way, I've learned it's not worth the money "saved" by being an early supporter for me. I would rather pay full price, once I know something works and all of the shipping/CS issues are worked out.
I'm just pleased to see that this is an actual product and not vaporware. Hope you guys enjoy and please post some clips when you get the chance.
Adamixoye
A PT Pro is cool for worship, right?
- Apr 9, 2012
- 18,158
- 69,338
- Disclosures
- Occasional Beta Tester for Confusion Studios, Singular Sound, and Source Audio
^ I liked @whatizitman's post, except for the "I would rather pay full price" part. There has been frustration in the waiting, but the customer service I've seen I'm comfortable with. Getting it half price was worth it to me.
The moral of the story is they shouldn't attempt to play in the big leagues if they're not ready. As you said, these issues can be expected and consequently they can be planned for and addressed if the manufacturer so desires. It's their choice...
And they have been and are being addressed. This is not about playing in the big leagues, if that were the case, they might have gone with venture capital instead of kickstarter/indigogo. To go from nothing to something as quickly as they did, with as few problems as they did, is quite an accomplishment. Coordinating the logistics alone impresses me. So, I'm guess every project you've been on has gone 100% as planned because you though of everything.
Can we now get back to the purpose of the original post, pleeeeaaase.
Can we now get back to the purpose of the original post, pleeeeaaase.
I bet you're fun at parties...
I tried the download link for the SD Card Backup and it does not do anything. It just seems to reload the webpage.
Anyone else try this?
Anyone else try this?
