Nomad stands-delayed...

[TrueBlou]

I waited a week past the last promised ship date with no stand to cancel my order, only to be told it wasn't possible- I had to wait for it to arrive and then return it. After finally getting a tracking number (another week later) and another week after that with no movement, I insisted they cancel the order since there's no way the package is going to even get to me at this point. I contacted my credit card company to file a dispute and advised Nomad of the situation. I received an generated email for order cancellation and this from Chloe:

"I can process this refund for you. However, we are beyond the time limit allowed by our software to issue that refund directly to your card. Do you have a PayPal account I can have this sent to right away?"

I don't get this, how would they have refunded me if I had returned the package? My original request for cancellation was barely over the 60 day mark from the order date (mid March). Considering these started as pre-orders, were they not prepared to refund orders over 30 days old? At this point I'm done listening to all the things they "can't" do- I'll let my CC company handle it from here.

To all the people willing to wait "just one more day..." are you really going to let these people jerk you around like this? Do you really expect the pod shipments to fare any better? This constant runaround plus the stock at best buy arriving and still NO one here reporting receiving a pre-order....what a joke.

This has got to be one of the most amateurishly run outfits going. It's a disgrace the way they treat PAYING customers. The fact that they even take the money before they have a product ready to supply you with is a terrible way to run a business, as this whole debacle shows. They aren't on Kickstarter anymore, the same rules should not apply to a fully operational company.

And yes, when I cancelled my order I expressed that opinion, the response of "we need the money up front to fund the production" is not acceptable and not how a business should be run. It's that sort of practice that leads to this exact situation. I've been lucky enough to have run a couple of successful businesses in my short but colourful life and I can tell you this, they wouldn't have been if I tried pulling this kind of stunt.

Surely they must realise that there will be a lot of potential customers frequenting forums such as this, discussing their products and the customer experience. I know there are people on here who keep defending them but I'm sorry, in my opinion there is absolutely nothing to defend here. I've been shopping online for more years than I can remember and this situation ranks up amongst the worst I have come across.

 

[ifarlow]

And yes, when I cancelled my order I expressed that opinion, the response of "we need the money up front to fund the production" is not acceptable and not how a business should be run.

They didn't really say this to you, did they? If they really said this, that's insane. That means that instead of securing proper investments to begin production, the company secured interest free, clandestine investments from consumers. Shady.

Someone posted earlier that they prefer to give companies the benefit of the doubt. As a small business owner and partner in a larger business, I'm 100% pro-capitalism. I support the concept of businesses both small and large, and I most definitely do not subscribe to the "evil corporation" arguments that are all over the place out there. That said, there is no way that I would treat a business like a friend, so there's no way I would give a business the benefit of the doubt, especially in a situation as unbelievably screwed up as this one is.

Some people in this thread just like to be treated like a doormat. That's the only conclusion I can draw.

 

[JSB1540]

I waited a week past the last promised ship date with no stand to cancel my order, only to be told it wasn't possible- I had to wait for it to arrive and then return it. After finally getting a tracking number (another week later) and another week after that with no movement, I insisted they cancel the order since there's no way the package is going to even get to me at this point. I contacted my credit card company to file a dispute and advised Nomad of the situation. I received an generated email for order cancellation and this from Chloe:

"I can process this refund for you. However, we are beyond the time limit allowed by our software to issue that refund directly to your card. Do you have a PayPal account I can have this sent to right away?"

I don't get this, how would they have refunded me if I had returned the package? My original request for cancellation was barely over the 60 day mark from the order date (mid March). Considering these started as pre-orders, were they not prepared to refund orders over 30 days old? At this point I'm done listening to all the things they "can't" do- I'll let my CC company handle it from here.

To all the people willing to wait "just one more day..." are you really going to let these people jerk you around like this? Do you really expect the pod shipments to fare any better? This constant runaround plus the stock at best buy arriving and still NO one here reporting receiving a pre-order....what a joke.

That is the biggest "crock" email I have ever seen. Something is not right here. Perhaps their CC processor stopped their agreement to do business with them. If they accept CC for payment, they can certainly refund the CC.

 

[davidturner]

Surely they must realise that there will be a lot of potential customers frequenting forums such as this, discussing their products and the customer experience. I know there are people on here who keep defending them but I'm sorry, in my opinion there is absolutely nothing to defend here. I've been shopping online for more years than I can remember and this situation ranks up amongst the worst I have come across.

That's certainly the case here. I wasn't interested in the Stand, but love the look of the Pod. And then, whilst watching all the excitement about UK orders shipping I saw this thread… Not buying anything from them now.

 

[NJRonbo]

I waited a week past the last promised ship date with no stand to cancel my order, only to be told it wasn't possible- I had to wait for it to arrive and then return it. After finally getting a tracking number (another week later) and another week after that with no movement, I insisted they cancel the order since there's no way the package is going to even get to me at this point. I contacted my credit card company to file a dispute and advised Nomad of the situation. I received an generated email for order cancellation and this from Chloe:

"I can process this refund for you. However, we are beyond the time limit allowed by our software to issue that refund directly to your card. Do you have a PayPal account I can have this sent to right away?"

I don't get this, how would they have refunded me if I had returned the package? My original request for cancellation was barely over the 60 day mark from the order date (mid March). Considering these started as pre-orders, were they not prepared to refund orders over 30 days old? At this point I'm done listening to all the things they "can't" do- I'll let my CC company handle it from here.

To all the people willing to wait "just one more day..." are you really going to let these people jerk you around like this? Do you really expect the pod shipments to fare any better? This constant runaround plus the stock at best buy arriving and still NO one here reporting receiving a pre-order....what a joke.

Your credit card should be able to handle this and ultimately get you the refund. No need for Nomad to even suggest PayPal.

I have a great credit card and I'm not worried I will get my money back.

Today is D-DAY for a response from the company. No response? I will not only request a credit card refund, but will also be contacting the Better Business Bureau. However, since this is an overseas company and I am not certain how much the BBB can do, I plan to go to every vendor site this company deals with now and in the future and urge customers not to buy product from this company for what they have done...

...that is, if I determine they have ripped me off as well.

 

[TrueBlou]

They didn't really say this to you, did they? If they really said this, that's insane. That means that instead of securing proper investments to begin production, the company secured interest free, clandestine investments from consumers. Shady.

Someone posted earlier that they prefer to give companies the benefit of the doubt. As a small business owner and partner in a larger business, I'm 100% pro-capitalism. I support the concept of businesses both small and large, and I most definitely do not subscribe to the "evil corporation" arguments that are all over the place out there. That said, there is no way that I would treat a business like a friend, so there's no way I would give a business the benefit of the doubt, especially in a situation as unbelievably screwed up as this one is.

Some people in this thread just like to be treated like a doormat. That's the only conclusion I can draw.

Those were the exact words, on my wife's life. I doubt I'll still have the email but I'll check my trash.

 

[IllusionEntity]

The negative comments outweigh the positive and the CEO scarpers! Love it!

I cancelled my order for this stand just after the email announcing the design change. Glad I did. And after reading this thread I personally will NEVER do business with NOMAD again. Shady outfit and extremely poorly run business.

I love how some of Noah's replies have pointed towards emailing Chole, like that ever works!!

 

[TrueBlou]

That's certainly the case here. I wasn't interested in the Stand, but love the look of the Pod. And then, whilst watching all the excitement about UK orders shipping I saw this thread… Not buying anything from them now.

For me the most annoying part is that I really did, in fact still do want that stand. It's still the most appealing design to me but there's no way I'm paying my hard earned cash for one from them, not with how they have treated their customers.

 

[TrueBlou]

The negative comments outweigh the positive and the CEO scarpers! Love it!

I cancelled my order for this stand just after the email announcing the design change. Glad I did. And after reading this thread I personally will NEVER do business with NOMAD again. Shady outfit and extremely poorly run business.

I love how some of Noah's replies have pointed towards emailing Chole, like that ever works!!

What was the design change? I've not been near their site since I cancelled my order.

 

[IllusionEntity]

What was the design change? I've not been near their site since I cancelled my order.

The piece that comes off of the charging puck was hidden. Then they changed the design to accommodate the sports charger which made the design change to an exposed cable on top of the stand.

 

[davidturner]

For me the most annoying part is that I really did, in fact still do want that stand. It's still the most appealing design to me but there's no way I'm paying my hard earned cash for one from them, not with how they have treated their customers.

I'm kinda the same, I still like the look for the Pod. Fortunately I'm finding that I haven't, yet anyway, needed to charge my watch on the go, so the Pod is more of a "that'd be neat" than something that is a frustration to do without.

I do feel bad about how this is all playing out for people that pre-ordered the Stand. It's one of the few stands I'd consider buying, but for the entirety of this thread. It must truly suck for all of those (including you) that actually pre-ordered the thing to see all of thus unfolding…

 

[TrueBlou]

The piece that comes off of the charging puck was hidden. Then they changed the design to accommodate the sports charger which made the design change to an exposed cable on top of the stand.

Oh yeah, just been looking at some before and after shots and it's a small change but it's made a big difference. To me it doesn't look as sleek as it did originally.

 

[TrueBlou]

I'm kinda the same, I still like the look for the Pod. Fortunately I'm finding that I haven't, yet anyway, needed to charge my watch on the go, so the Pod is more of a "that'd be neat" than something that is a frustration to do without.

I do feel bad about how this is all playing out for people that pre-ordered the Stand. It's one of the few stands I'd consider buying, but for the entirety of this thread. It must truly suck for all of those (including you) that actually pre-ordered the thing to see all of thus unfolding…

I'm just glad I got out when I did. I feel bad for anyone who's stuck by them and still hasn't got their stand. It's a terrible way to treat a customer and in my opinion inexcusable.

 

[Gjwilly]

I have no dog in this race but a lot of the comments here just sound silly.
Seems like your choices are either wait it out or cancel your order.
A lot of these thinly-veiled threats to the CEO are ridiculous. I mean think about it. Either the guy is honest and in over his head or he's a crook.
If he's honest then all these threats of bad reviews and BBB complaints will do nothing to help the situation and if he's a crook then he simply doesn't care.
I get the frustration but all of this empty posturing is just that -- empty.
Status updates are great. Requests for info and sharing of info is great. But all of this "I'd better get so-and so or I'm gonna do so-and-so" belongs in the schoolyard not the business world.
Here's hoping it all works out.

 

[TrueBlou]

I have no dog in this race but a lot of the comments here just sound silly.
Seems like your choices are either wait it out or cancel your order.
A lot of these thinly-veiled threats to the CEO are ridiculous. I mean think about it. Either the guy is honest and in over his head or he's a crook.
If he's honest then all these threats of bad reviews and BBB complaints will do nothing to help the situation and if he's a crook then he simply doesn't care.
I get the frustration but all of this empty posturing is just that -- empty.
Status updates are great. Requests for info and sharing of info is great. But all of this "I'd better get so-and so or I'm gonna do so-and-so" belongs in the schoolyard not the business world.
Here's hoping it all works out.

I'm inclined to agree that there is a line in the sand as to what can, could and should be done about this sort of thing. But it's also understandable that some people are going to be beyond frustrated in this sort of situation. They have not, for the most part been treated well, or fairly.

Sadly the days of "the customer is king" seems to be long gone for a lot of companies. Personally, it's a mantra I still subscribe to. I mean, with my app development business (and I use that term loosely, I'm not exactly the best developer out there.)

That said, my customers are incredibly important to me and I treat them as such. Much to my wife's delight I even spent time doing customer support, even for simple little things, on our honeymoon. If I'm awake (which, thanks to my stupid arm is a lot of the time) then I'm available to help 365 days a year.

But this sort of approach has meant that, in general, a lot of my customers are happy. I even get emails just to wish me merry christmas, happy birthday, or just as a little chat to tell me how they have been doing.

That, to me, is what customer support and more importantly customer satisfaction is all about.


**I may have wandered off on a tangent there a bit, the morphine has just kicked in so I'm floating around my office like a wonderland caterpillar with a cheshire grin.

 

[NJRonbo]

I am going to call my credit card company and cancel the order completely.

Have just sent an email to NOMAD to let them know of my intentions.

I believe that is the process I need to start before the credit card company will pursue a refund.

If I don't hear back from them in the next day --- and I sort of don't expect to --- I will just have Chase take care of things. One way or another I will get my money back.

I am encouraging others at this point to do the same. I have read enough here to start believing none of us are going to get our stands.

 

[Mac2me]

I hesitate to even bother to post this but for what it's worth and apparently to some, nothing, but I'll update those of you who care and are waiting for their stands and wondering if you can believe things are moving through DirectLink's delivery system. I pulled about a dozen order numbers off the Nomad twitter account the other day from people who had tweeted to Nomad over the last month or so about status of their orders. Mentioned 3 of these in a previous post, one delivered and 2 in final destination country. Two more orders have updated beyond last check:

USA12683 - Previously only stated in final destination country. Now showing Order delivered as of 6/12.
USA14040 - Previously only pre-advice received. Now showing received for processing on 6/9. This order was assigned 2 tracking numbers just like my order. Another unit shipped out by Nomad due to no action on DirectLink's site and responding to the possibility it's been lost in transit?? Being it's the 15th today in the States it's clear that DirectLink is s-l-o-w to update their system.

To address some of the comments above, yes, these are order numbers from twitter users and not necessarily forum members. It's what I had available to check on. And it's only a dozen orders, so small sample with a range of issued numbers. The fact is these represent packages for people who said they hadn't received theirs yet; and there is movement towards actual delivery in DirectLink's status updates.

I think in a way it's disingenuous to say you've been waiting for months for delivery of a product when you knew it hadn't even been manufactured yet and wasn't ready to ship out for sometime. It's not like it was ordered from a store that had it in stock and was ready to ship immediately. Perhaps pre-ordering to get a discount off store pricing isn't something some should do.

 

[TrueBlou]

I hesitate to even bother to post this but for what it's worth and apparently to some, nothing, but I'll update those of you who care and are waiting for their stands and wondering if you can believe things are moving through DirectLink's delivery system. I pulled about a dozen order numbers off the Nomad twitter account the other day from people who had tweeted to Nomad over the last month or so about status of their orders. Mentioned 3 of these in a previous post, one delivered and 2 in final destination country. Two more orders have updated beyond last check:

USA12683 - Previously only stated in final destination country. Now showing Order delivered as of 6/12.
USA14040 - Previously only pre-advice received. Now showing received for processing on 6/9. This order was assigned 2 tracking numbers just like my order. Another unit shipped out by Nomad due to no action on DirectLink's site and responding to the possibility it's been lost in transit?? Being it's the 15th today in the States it's clear that DirectLink is s-l-o-w to update their system.

To address some of the comments above, yes, these are order numbers from twitter users and not necessarily forum members. It's what I had available to check on. And it's only a dozen orders, so small sample with a range of issued numbers. The fact is these represent packages for people who said they hadn't received theirs yet; and there is movement towards actual delivery in DirectLink's status updates.

I think in a way it's disingenuous to say you've been waiting for months for delivery of a product when you knew it hadn't even been manufactured yet and wasn't ready to ship out for sometime. It's not like it was ordered from a store that had it in stock and was ready to ship immediately. Perhaps pre-ordering to get a discount off store pricing isn't something some should do.

I think for some people it's not so much the wait, obviously there was an initial wait on the product to begin with that was clear at the point of placing the order.

What's got a lot of folk annoyed is that they managed to supply units to a brick and mortar long before supplying people who had already paid for it.

 

[mikezmac]

Nomad is full of crap!!!! Best it has them AND it says "only @ BestBuy".
I'm betting they are intentionally not delivering ours because of this.

http://www.bestbuy.com/site/searchp...t=n&iht=y&usc=All+Categories&ks=960&keys=keys

What do you think?

 

[Mac2me]

I think for some people it's not so much the wait, obviously there was an initial wait on the product to begin with that was clear at the point of placing the order.

What's got a lot of folk annoyed is that they managed to supply units to a brick and mortar long before supplying people who had already paid for it.

Oh I hear that from the posts. I don't know what the timeline was or how long they had been working with BB to get into there, imagine it took months to get in, but I kind of doubt the pre-orders totaled enough to fund all the BB units. I'm sure they had a deadline with BB to get their order out and I can totally see how the two different sized chargers threw an unexpected wrench into the manufacturing. Wouldn't have made much sense to have a stand that couldn't use either one since families probably have both watches and would want it to be universal. They are in the process of trying to get out a second product too so if they got swamped I can understand. I'm not going to let BB, with a higher priced unit, kill the deal for me. Kind of like cutting off your nose.

I do see DirectLink's tracking being an bigger issue as the reporting or lack of it has caused more people to doubt stuff was shipped out. They said they had used them before on other products but not from this location, so I can understand using them again. Definitely hasn't been smooth sailing to say the least. I am happy to see that orders are moving and some in receipt of their stands. I'm confident mine will be here hopefully by the end of week or at worst next week. Delivery issues are more on the heads of DirectLink than Nomad IMO. In the meantime I'm searching out bands and picked up a watch case box.

 

[dannyyankou]

Nomad is full of crap!!!! Best it has them AND it says "only @ BestBuy".
I'm betting they are intentionally not delivering ours because of this.

http://www.bestbuy.com/site/searchp...t=n&iht=y&usc=All+Categories&ks=960&keys=keys

What do you think?

They probably meant it's the only retailer it's sold at. Nomad signed an agreement with them. But it's so f------ stupid that they would sell it at Best Buy before early pre-orders are fulfilled.

 

[Mac2me]

LOL. Stupid would be selling it at Best Buy at the price of the pre-orders. It seems like sometimes retailers make it a condition that the manufacturer can't sell the product at a price lower than what they get to sell it for.

 

[gold///]

Quick update for those waiting-

I emailed Chloe asking just how long it should take for the stand to arrive, she emailed back:

"I'm sorry. I truly don't have any more information than what you're seeing. You can try contacting your local post of DirectLink if you'd like more information.

You should be getting it this week.

Best,"

So hey, hopefully it'll turn up this week. If it doesn't, I think I'm going to just cancel the order.

 

[Apfpilot]

What is a local post office of direct link?

 

[Mac2me]

Supposedly there's a US office from their website info (which is buried somewhere inside). Email seemed to be the only way to reach and they wanted a ton of info just to send the email.

BTW I pruned through more tweets tonight, and found 3 more people who received theirs. Guy in Oxford, UK on 10th; one in London on 15th; and one in Scotland on 15th. 10 more orders in various states of shipment. Two of the In Transits had #s in 10... said they were early pre-orders mid-March. Another (111..) from around 4/6.