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pepehands
Community Member

A sorting error? Codes sent out of order? Rolling out codes? monkaHmmm

I'm one of the 'small fraction' - I pre-ordered June 7. I even got my hardware today, nice! Controller feels good. I don't have a code, unfortunately. According to the app, I can get one immediately if I subscribe.... I am very confused.

First question - Google - you really want us to believe you couldn't sort your list of subscribers?? Sort? List? Kinda in your wheelhouse.

Ok fine - say there was a bug - the list was improperly sorted, mistakes happen - next question:

Why would this cause delays so long? How long does it take to email a code? Even if they were in the wrong order - you're not using carrier pigeons. There is no obvious reason for a sorting error to materially delay the delivery of any codes. Emails go out pretty quickly these days. We should all have codes, sorting error or not.

Final question - why are the codes being 'rolled out'? Why aren't they just 'sent' - ?? Makes me feel like this isn't a true launch, or that there are other issues causing you to gate the number of people on the service?

We're on your side. We want to support this product - we're freaking founders - please just give us honest explanations and we'll be happy(er) - well, less frustrated.

Thanks, and good luck

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Tristran
Community Member

The roll-out is likely to control server loading, though I'm sure that they had a very good idea of the total number of FE's sold so you'd think they would plan accordingly with all the lead time they took. I think this would all be made much better with a little information from them... :confused_face:
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pepehands
Community Member

I agree! We just need to know. 

It makes sense to gate subs and do a rolling launch to guarantee good service (but tell us).

It's understandable if there's a bug and codes are sent out of order (but not very believable).

It's not ok to do - whatever it is they're doing.

I'm personally not as interested in monday-morning quarterbacking the mess - I just want the service I paid for, or a believable explanation.

Beyond that, as a customer, I'll need to decide for myself if it's worth the hassle. So far, not a great start, but I really do want them to succeed. Otherwise I'd just ship everything back and say nothing.

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