Company legit?

  • I ordered a Spark on February 14th. My credit card was charged and I have never received any type of receipt or order confirmation. I have sent now 3 emails to get an order number or some type of info. I get a reply with none of the information I’ve asked for and they sent information to someone else’s email. What is going on with this company?

  • @p-watschke They are really in over their heads. I ordered Dec 1. Nothing and I am one of the lucky ones. Plenty of folks been waiting weeks longer than I have and have not delivered. I went way down a rabbit hole today. Follow along:

    11/28/2019 - 6000 pre-orders announced.
    12/19/2019 - 10,000 pre-orders announced
    12/22/2019 - 4 week delay for 1050 early bird and super early bird. This communication blames demand. Demand should not have delayed the first 1050 pre orders if production was already in progress and these were planned production.
    1/10/2020 - "a few week delay" for power supporters with high demand blamed. This makes some sense, because the later pre-order volume could conceivably cause this delay. Something still doesn't sit and the delay is more likely due to technical issues, namely systems integration.
    1/31/2020 - 43 days after super early bird and early bird orders left the factory, they leave the factory again. There is an honesty issue here. A six week delay blamed on demand. However these are the first pre-orders and should not have been impacted since they are part of planned production and caps were placed on the categories.
    2/12/2020 - Over 20,000 pre orders gets us to the tail end of the players special group. Super early bird and early bird shipments still haven't started. Demand was blamed for that delay. Undoudtedly there was some technical issue that halted shipments but wasn't announced to customers, for what reason we're left to guess. End of February is the new promised date for power supporters.
    2/21/2020 - End of March is the new promised date for players special pre-orders.
    3/3/2020 - Super early bird and early bird orders have finally all shipped. That puts production at about 1,050 units to match those groups of pre-orders. End of February came and went and that promise went out the door for power supporters. When the update to end of February was made for power supporters, there is no way Positive Grid believed they would produce 9,000 units for manufacture and shipment by end of February. This was another example of fairly brazen dishonesty from PG.
    3/11/2020 - Players special delayed to April and May. This was likely known when earlier updates were provided but PG couldn't bring themselves to be honest with the customer for fear of losing pre-orders, I suppose. However, it is now 3/31/20 as I write this and most of the power supporters are still waiting for their order. There is very little chance that players special will be delivered by end of May. Combined with power supporters this represents over 20,000 additional units and PG has only managed to deliver 1,050 according to their own updates (believe what you will). Some of the reasons are outside of PG control but this fiasco was entirely avoidable with some transparency.
    3/26/2020 - 1000 units per day of production announced. Given that 1,050 units were supposedly delivered, that leaves just over 37,000 pre-order units of production remaining, less any completed before and delivered but that appears to be stunningly few. Assuming five days per week of manufacturing combined with PG's announced daily volume that leaves approximately 7.5 weeks required to fulfill the pre-orders, ~May 19. Allowing two weeks of shipping at the end the final pre-orders should deliver by the first week of June. However, nothing in my previous dealings with PG leads me to accept that this is the likely scenario. Hang on for the next excuse and ill-defined delay.

    I wish I had known about the character of this company before I ordered. I will give it a little longer because there is a small chance that I will actually get what I paid for but I won't forget the way they dealt with customers. This is how brands destroy themselves.

  • @p-watschke did you check your junk mail? Sometimes they get labeled as spam.

  • @p-watschke said in Company legit?:

    have sent now 3 emails to get an order number or some type of info.

    You're emailing the Support team I assume? Did you open a support ticket?

    @p-watschke said in Company legit?:

    they sent information to someone else’s email.

    How do you know this?