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They should write a book: How to lose your customers' trust before they try your product. The way they handled this situation is disaster.

by cmer 17y ago

epi0Bauqu 17y ago
They're being open and honest. How else should they handle it?
- cmer 17y ago
  Many things went wrong: - I understand delays, but we're now talking 6-7 month delays when the product was promised within 1-2 months. - They should have told us there would be a monthly fee before we pre-ordered. I understand that there will be a free version as well but it will be a half-assed WakeMate. They led us to believe that all the features would be free once we buy the unit. If they plan to make money from the recurring fees, I'm fine with that, but tell me before I buy. - They should give customers who have pre-ordered WakeMate a lifetime subscription to the "pro" version to apologize. That's the least they could have done in my opinion. I don't feel they've been open and honest at all. But to be fair, I'm sure they didn't intend to be dishonest, they just lack biz dev experience. Hopefully they'll learn from their mistakes.
  - imajes 17y ago
    uhm, they are offering a lifetime subscription to pro for pre-orders. http://techcrunch.com/2010/01/23/wakemate-delay/ http://techcrunch.com/2010/01/23/wakemate-delay/
  - weaksauce 17y ago
    Maybe you didn't get this email but the last pointis invalid for people that preordered: We're very sorry for the delay and are committed to compensating you for the inconvenience. We plan to give you premium features for free, but our priority is to ship as soon as possible so we haven't finalized these details yet.
    - cmer 17y ago
      I sure didn't see that! I'm glad they're doing the right thing!
- prpon 17y ago
  Wakemate may or may not have handled the situation as best as they can. I do not know. I, for one, pre-ordered and wanted this thing in my hands soon. I am mighty pissed at the expectations set and what was delivered. Giving premium features for free? I don't even have an idea of what the basic features look like, to get excited about premium features and accept the delays. You might say 'take your 5$ and go some where else'. They definitely are losing me as a customer. If only they saved me the trouble and time, I would have bought and made use of other products months ago.
lefstathiou 17y ago
i have to agree with you. they were completely misleading on initial availability date when we "preordered" then there was nothing but static for months until they got enough complaints (from me included) to have to write their first apology email. This company needs to get it's shit together...
jnovek 17y ago
How is being so popular that you can churn your product out fast enough a disaster? Sounds like a resounding success to me! If you make something that people are desperate to own, time heals all wounds.

They should write a book: How to lose your customers' trust before they try your product. The way they handled this situation is disaster.

by cmer 17y ago

They should write a book: How to lose your customers' trust before they try your product. The way they handled this situation is disaster.

epi0Bauqu 17y ago

They're being open and honest. How else should they handle it?

cmer 17y ago
Many things went wrong: - I understand delays, but we're now talking 6-7 month delays when the product was promised within 1-2 months. - They should have told us there would be a monthly fee before we pre-ordered. I understand that there will be a free version as well but it will be a half-assed WakeMate. They led us to believe that all the features would be free once we buy the unit. If they plan to make money from the recurring fees, I'm fine with that, but tell me before I buy. - They should give customers who have pre-ordered WakeMate a lifetime subscription to the "pro" version to apologize. That's the least they could have done in my opinion. I don't feel they've been open and honest at all. But to be fair, I'm sure they didn't intend to be dishonest, they just lack biz dev experience. Hopefully they'll learn from their mistakes.
- imajes 17y ago
  uhm, they are offering a lifetime subscription to pro for pre-orders. http://techcrunch.com/2010/01/23/wakemate-delay/ http://techcrunch.com/2010/01/23/wakemate-delay/
- weaksauce 17y ago
  Maybe you didn't get this email but the last pointis invalid for people that preordered: We're very sorry for the delay and are committed to compensating you for the inconvenience. We plan to give you premium features for free, but our priority is to ship as soon as possible so we haven't finalized these details yet.
  - cmer 17y ago
    I sure didn't see that! I'm glad they're doing the right thing!
prpon 17y ago
Wakemate may or may not have handled the situation as best as they can. I do not know. I, for one, pre-ordered and wanted this thing in my hands soon. I am mighty pissed at the expectations set and what was delivered. Giving premium features for free? I don't even have an idea of what the basic features look like, to get excited about premium features and accept the delays. You might say 'take your 5$ and go some where else'. They definitely are losing me as a customer. If only they saved me the trouble and time, I would have bought and made use of other products months ago.

lefstathiou 17y ago

i have to agree with you. they were completely misleading on initial availability date when we "preordered" then there was nothing but static for months until they got enough complaints (from me included) to have to write their first apology email. This company needs to get it's shit together...

jnovek 17y ago

How is being so popular that you can churn your product out fast enough a disaster? Sounds like a resounding success to me! If you make something that people are desperate to own, time heals all wounds.