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Nomad stands-delayed...

Noah_Dentzel said:
Hi All - I wanted to join the forum to help answer any questions. I know a lot of you are rightfully upset with us for the delay. We have, however, shipped all Stands that were ordered up to May 21st, and we will be shipping all Stands that were ordered up to June 7th out on Monday of this coming week from Hong Kong. We did, admittedly (and as you have all rightfully spotted), have some serious shipping issues that we had to work through. We made some mistakes and got caught up with unexpected last minute delays. This was after we had a one week delay or so due to switching anodization suppliers. All that said, Stands are being made and shipped as fast as we can. We're a small team and we're hard at work to get back things back on track. Stands came out with an amazing quality and finish and we're so eager to get them on your desks and bedsides and to hear your feedback.

Let me know your questions and feedback and I'll do my best to address them all.

Noah
CEO | Nomad
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I really liked the Nomad stand and ordered mine a few months ago but cancelled due to the delay in shipping and before the whole Best Buy incident. As an Australian customer having the docks stocked by Best Buy was not an issue for me in any event.

What did annoy me, and what I thought was unfair was the arbitrary way in which 'delay discounts' were offered. After initially emailing Chloe and requesting my order be cancelled, I was offered an 10% discount to not cancel. I opted to cancel anyway, but after visiting this forum I had found that others had been offered much higher discounts (up to 37%).

I felt a consistent policy should have been applied. All of your customers who had already ordered and paid for their dock should have been treated the same.

I still think the Nomad is a great looking dock and would have been worth the extra money had it shipped on time, but in the end I purchased a Spigen dock delivered to Australia for $20AUD, and that was delivered to me 3 weeks ago. Whilst the Nomad dock would have cost more than 4 times the price at over $80AUD and I would still be waiting for the dock to arrive.
 
InAustralia said:
I really liked the Nomad stand and ordered mine a few months ago but cancelled due to the delay in shipping and before the whole Best Buy incident. As an Australian customer having the docks stocked by Best Buy was not an issue for me in any event.

What did annoy me, and what I thought was unfair was the arbitrary way in which 'delay discounts' were offered. After initially emailing Chloe and requesting my order be cancelled, I was offered an 10% discount to not cancel. I opted to cancel anyway, but after visiting this forum I had found that others had been offered much higher discounts (up to 37%).

I felt a consistent policy should have been applied. All of your customers who had already ordered and paid for their dock should have been treated the same.

I still think the Nomad is a great looking dock and would have been worth the extra money had it shipped on time, but in the end I purchased a Spigen dock delivered to Australia for $20AUD, and that was delivered to me 3 weeks ago. Whilst the Nomad dock would have cost more than 4 times the price at over $80AUD and I would still be waiting for the dock to arrive.
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Hey InAustralia,

I totally understand where you're coming from regarding the policy. Because we offered discounts upfront at launch of Stand to our customer list, some people probably had a larger discount to begin with if they had placed an order in the first launch days of Stand. That said, in the scramble to respond to everyone as quickly as possible, a few different consolation discounts went out based on various factors, one which I can't deny being the level of irateness (we see some understandably heated messages). Our first priority was to just take care of every single customer as quickly as possible. I was popping in remotely from China and doing some customer service while our customer service manager was asleep, so I'm most likely to blame for that.

Thanks for your support and perhaps we'll catch you again in the future once we're caught up.

Sincerely,

Noah
 
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There were numerous reasons I grew so frustrated and upset with NOMAD. Very little communication which usually was inaccurate. The design change was a great disappointment - (more on that later). The "stock" email reply and then waiting for an actual email (I realize Chloe was dealing with a lot of upset customers.) Again - communication problems. One email that was sent out about the delays showed an unfinished product! The Best Buy fiasco is finally what made me cancel. I gave it my all and stuck with you longer than a lot of people on this forum. Also, shipping with an unknown company - non existent tracking numbers, etc. tried my patience. The whole experience left me feeling that this was a company I could not do business with. I see now that Best Buy has the stand labelled "only on Best Buy". And then the kicker - The photos on the Best Buy site DO NOT represent the product. How can I ever trust a company that is misrepresenting their product? Good Luck Noah, but actions have consequences.
 
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Noah_Dentzel said:
Hey Gatorknight,

We committed on an order to Best Buy many many months ago. At that time, our production schedule with our factory was looking crystal clear on being early on producing enough units to fulfill our backorder first with time to spare. As the order due date for our Best Buy order approached, we were informed by our factory that our anodizing supplier fell through and they had to switch to a different one. This led to at least a 1 week hard-stop delay (I can't tell you how frustrating it is for us here that we have 12000 un-anodized un-polished but fully CNC'd Stands sitting on standby that have been ready for weeks). This left us with not enough stands to fulfill both orders, and we shipped the first Best Buy order first (note, we did immediately begin fulfilling backorder before working on other Best Buy or any other retail orders). Because our retail launch is something that we have been planning and preparing for so long, and because of the huge potential that retail success brings us here by scaling out supply chain and providing us the distribution needed to build our more and better amazing products, that is the choice we made. There was no easy way out. In short, we were over committed, and I apologize for the delay this has caused. Stands are retailing at Best Buy for $69.99, however, effectively giving all preorders at least a 14% discount (+ no sales tax unless you're in California). That said, I apologize for this and we're brainstorming on ways to make it up to you all once we're fully caught up with everything over here.

Sincerely,

Noah
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Noah,

Thank you for the communication. It has been hard to come by these past few months. I see that you say all pre-orders before May 20 have shipped but my tracking number does not tell me anything. How should we go about locating our shipment or getting status? An email to Chloe does not work.

Also, what are the status of the pods? Are they on track?
 
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gatorknight904 said:
Noah,

Thank you for the communication. It has been hard to come by these past few months. I see that you say all pre-orders before May 20 have shipped but my tracking number does not tell me anything. How should we go about locating our shipment or getting status? An email to Chloe does not work.

Also, what are the status of the pods? Are they on track?
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Hey Gatorknight,

We'll be sending out a detailed Pod update later this morning to all Pod customers. We are delayed with Pod. But it is coming along well. And we'll try to keep updates steady over the coming weeks.

As for your Stand order, could you cc me in an email, noah@hellonomad.com. Chloe responds to all emails -- that said, things have been more hectic than usual. Perhaps it got categorized into a folder or filter. Thanks for this and sorry for the hassle.

Noah
 
Thanks @Noah_Dentzel for the responses.

I'm frustrated, but I appreciate Noah coming to the forums and answering questions and giving some explanations. I'm not gonna crucify the guy for mistakes the company is admitting.
 
So waiting one day paid off. It's in transit now supposedly. I think I'll still email them though. They need to hear the issues people are having, and fix them.
 
I appreciate Noah posting here as well. I sent Chloe an email the other day asking for delivery specifics and explaining how frustrating it has been to see no movement indicated by the tracking info provided previously. Tonight I also saw that my tracking info now says Order in Transit (since the 6th). Hopefully the DirectLink site will continue to update the progress. Assume the tracking is provided by the company handling the logistics of the packages.

Noah, if you are reading this, I think it would be helpful to everyone if you could explain the process of how our stands get sent to us. Might help people understand the process.

I'm glad to hear the stand is on it's way and hopefully it will clear customs soon. I still think this is the nicest stand out there.
 
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Mac2me said:
I appreciate Noah posting here as well. I sent Chloe an email the other day asking for delivery specifics and explaining how frustrating it has been to see no movement indicated by the tracking info provided previously. Tonight I also saw that my tracking info now says Order in Transit (since the 6th). Hopefully the DirectLink site will continue to update the progress. Assume the tracking is provided by the company handling the logistics of the packages.

Noah, if you are reading this, I think it would be helpful to everyone if you could explain the process of how our stands get sent to us. Might help people understand the process.

I'm glad to hear the stand is on it's way and hopefully it will clear customs soon. I still think this is the nicest stand out there.
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Hey Mac2me,

I am indeed reading this! My time zone is GMT +8 (fun fact about China, nearly the whole country is on one timezone even though it's roughly same size as the USA).

A quick explainer on what we're doing with shipping and why were doing it this way: The fastest way possible to ship all units would be via FedEx straight from China. That would be astronomically expensive for us. The second fastest, and the fastest reasonable way, is to ship directly out of Shenzhen or neighboring HK. We have worked with Direct Link, a division of the Swedish/Danish postal company Nordpost, in the past when delivering shipments internationally, however we had previously only done US-to-abroad shipments. They do have an operation running out of Hong Kong, too, and this is the first time we've used it. If we didn't ship directly out of HK, we'd have to first import into the US, and then ship from there. Costs aside, that would be an extra week of shipping and receiving (barring any unexpected customs issues that could pop up, despite the fact that Stand shouldn't have any issues based on its customs categorization). As this was the first time we used this HK system, we ran into a handful of issues and glitches. However, we have worked through them and we got everything out. The only issue was that it led to a couple extra and unnecessary days of delay. We are now preparing to ship the remainder of the backorder, all orders placed from May 21st to June 7th, and we will be shipping to Direct Link tomorrow (Friday) and they will be shipping them out from Hong Kong on Monday (the majority of these orders originally had an expected ship date of June 15th, however, the earlier ones did have an expected ship date of the end of May, for which we are two weeks delayed on). Direct Link is actually a great service when used right and when we have it all lined up properly. That said, we admittedly did have issues. I apologize for these. Thanks so much for everyone's patience as the remainder of the backorder ships out and lands on your doorsteps!

Cheers,

Noah
 
cmChimera said:
Thanks @Noah_Dentzel for the responses.

I'm frustrated, but I appreciate Noah coming to the forums and answering questions and giving some explanations. I'm not gonna crucify the guy for mistakes the company is admitting.
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Thanks cmChimera. We really do care. And we're really sorry for our mistakes, which we're working hard to correct. We have more great products in store for the future and we promise to always hook up people who are previous customers. And to do a better job moving forward. We offer a satisfaction guarantee and we try to resolve every issue no matter what. Sincerely, Noah
 
Here's the tracking info for my order:

01/06/15 14:29 Item pre-advice received
04/06/15 16:41 Item received for processing
06/06/15 12:00 Order in transit

It now says "in transit". I can tell you for sure that it did not update on the 6th - I think it changed yesterday.

Anyway, the good news is that it's moving :)
 
iam-the-stig said:
It now says "in transit". I can tell you for sure that it did not update on the 6th - I think it changed yesterday.
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Agreed. I have been checking this shipping status every day, including the 6th, 7th, 8th, 9th, and 10th, and nothing changed. Now all of a sudden it says it updated on the 6th. It's moves like that that make this seem shady as hell and tells me to avoid Nomad at all costs. Noah, if you could explain this that would be great.
 
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HowlinAl said:
I love how this guy glosses over the fact that he chose to use your preorder money to supply Best Buy with Nomad stands. He's quite glib about how they chose to fulfill Best Buy's order before filling the orders of the people who pre-ordered.
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This. They chose to satisfy a corporation over their earliest customers. Maybe there was a huge financial penalty for delaying the best buy order, or maybe they were just greedy. We are left to speculate.
 
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Give the guy a break. He's trying his best and at least showing up and offering some honest contextual information. Half of the products we buy in life are pure garbage and we rarely have access to the person who is trying to bring a worthwhile product to market. I admit, this is easy to say with may watch resting comfortably on a spigen stand that I waited 2 days to receive from Amazon. Still, I appreciate Noah coming in and engaging with our community.
 
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I suspect that once the packages are in the possession of DirectLink there is nothing Nomad can do regarding their path and timing or providing us with current tracking info. I get packages sent to me all the time here in the U.S. through UPS/FedEx/USPS and I do not get consistent, constant tracking info from any of those three. Very frustrating as I like to know where things are and plan my day for delivery accordingly. Days can go by since the last info provided and I know it got to one point but who knows if it left there or is sitting waiting to be batched on a truck or plane coming my way. I've been given delivery dates by UPS recently for example and it doesn't show up then but comes the next day. Made many a call to them after waiting all day for it only to have them say well it could still show up in the evening--only happened once I think like at 8pm during the holidays. USPS usually delivers that day if the tracking says out on vehicle, but then I've either had to wait another day or on a few occasions had it show up a day early with no notice. UPS has surprised me that way too.

Case in point my Apple watch was due to arrive on Monday last week. Sat home all day anxiously waiting. Got to be 5:50 and saw the UPS truck on our monitoring camera drive past my house, and a few minutes later drive by in the other direction. A few minutes after that the UPS tracking said they had attempted to deliver it to me and would make a second attempt. As you can imagine I was on the phone for the next hour or so pretty irate about it. Basically they said there wasn't anything they could do about redelivering it that day, so just wait another day. It came the next day after the driver had me sign for a neighbor's Apple Watch package and then realize his mistake taking it back and blaming me for not paying attention. Tried to say he didn't pass me by the previous day either, but we had video proof.

Just saying, all kinds of stuff happens to your packages you have no control over. I'm happy that Nomad has tried to make us happy while we wait (some with credits apparently) or has refunded those that decided to back out. I ordered my stand on 4/20 and had no idea what to expect coming from a startup company with overseas shipping. At this point I would ask Noah if there is anything that Nomad can do from their end to get DirectLink to post more current tracking info. It's been "on a plane" for 6 days now or so it seems (or was it on that slow boat from China and due to dock soon at the Port of Oakland LOL). Also would be curious to know once it gets to the U.S. what service will be delivering it to my door. Thanks.
 
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glight2000 said:
Give the guy a break. He's trying his best and at least showing up and offering some honest contextual information. Half of the products we buy in life are pure garbage and we rarely have access to the person who is trying to bring a worthwhile product to market. I admit, this is easy to say with may watch resting comfortably on a spigen stand that I waited 2 days to receive from Amazon. Still, I appreciate Noah coming in and engaging with our community.
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Give him a break? While it is good of him to come on here and post. The company went radio silent for weeks while they decided to use the money from pre-orders to fulfill a big box order.
 
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As I said before, this is why unscrupulous companies do things like this: It works. This guy spends 15 minutes on the forum and it's like nothing ever happened. Wow, how great. Everyone "appreciates" him so much. And yet most of you still have nothing to show for the interest free investment loan you've been conned into giving him. He's laughing all the way to the bank.
 
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received shipping notification on june 1st. its the 12th and it still shows item received for processing and not shipped. Processing was done june 6th. not sure whats going on with this but almost two weeks and a shipping notification and nothing is too long for me.
 
I cancelled my Nomad stand as well, I'm not a fan of, what I consider, shady business practices.

It's annoyed me because of all the stands available the Nomad is by far my favourite design and there's still a part of me that really wants one even though I've purchased a different stand.

If it had been less expensive I may have shrugged it off and tried to find a way to justify it. But the cost of the stand and shipping to the UK was enough to tip the scales and yes I was offered a 10% discount as well.

I've seen a couple of copycat stands on eBay with the same design as the Nomad which have me tempted. Although they claim to be acrylic and I've a feeling the images they are showing are ripped straight from the Nomad site so I'm trying to get actual photos before I consider actually buying one.
 
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