The Troops are Getting Restless (an email with FM)



  • @OriginalEric Wow could they be any less helpful?!

    So apparently founding members have gone from February to February / Early March to by the end of the Month.

    "We update individuals via a confirmation email with their tracking number once their order has been released for shipment from fullfillment." Is this a joke? So the 20 - 50 people who ordered in the first few minutes have received updates about their boards(and have actually received their boards). What about the rest of us whose $1500 you have that ordered a board from you with the stated estimated shipping date of February, are we not deserving of some sort of update? Future Motion seems to think that the fact that I ordered my board a couple hours of being available (rather than minutes) that I am not deserving of some basic simple communication.

    I do not know about everyone else in my situation on these forums, but I find these answers insulting.

    Future Motion, we are not asking for much, just some simple plain English communication. A one sentence email could get the job done. "Despite our best efforts, we have been forced to amend the original estimated shipping schedule which has now been pushed back 2 months." (This is not true but just used as an example)



  • @goodblake-eskate I certainly do not find their answers insulting, and thanks to @OriginalEric for posting this conversation.





  • FM just needs to start handing out onewheels like

    alt text



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  • Same vague FM responses they were pumping out in 2015 when buyers were waiting nearly 15 weeks for their boards and website always stated 4-6 weeks. If you were to buy a + today I highly doubt you would get it in April.



  • I wouldn't call the replies "insulting" but they certainly ARE vague... disappointingly so. That said, I saw no reason to lash out at the customer support person as they are clearly acting as advised by management.

    I'll continue to hold my breathe, because there isn't really another option. Like @MichaelW, I'd rather just know the painful truth and be able to have realistic expectations, but as with many things in life, this is out of my control.

    As important as customer service is, the product is awesome enough to endure the heartache. If that's not the case for some of you... especially those with order numbers before mine, please do show them who is boss and cancel your order(s). =)



  • If they gave the realistic dates, they might even sell some more V1's in the meantime to the impatient people that don't want to wait half a year to get a board.



  • @OriginalEric , mmm This is the same response I got to the same Question about a year ago!



  • (re Presence on the Forum)



  • @OriginalEric @e-ball Perhaps "insulting" is a little harsh. However, when many customers are asking for them to provide some sort of simple communication as when we may expect our boards since this has clearly changed from what they have told us, and they respond to @OriginalEric suggestions with 'sure, we will update individuals with a shipping confirmation once they ship.' I find this response aggravating (perhaps this is a better adjective to describe how i feel). Also the first response is essentially saying the same thing at the end. By "we would be more than happy to update your order ship date once we receive more information from our fulfillment center," I take that is once our fulfillment center provides us with shipping confirmation for your order then we will update you with this information. However between now and until that shipping confirmation comes out everyone is just SOL (in the dark as to what happened with their $1500).



  • @goodblake-eskate What's up man! You replied to my GIF on Reddit :p We're stoked to have you part of the community!! Just know that the salt that has come from this shipping date debacle will all melt away with a few weeks of riding. I'm with @braswell ... everyone just needs to calm down and know that they will, in time, get their board and it will be rad! Hang in there!



  • @slydogstroh hey buddy thanks for the message! Honestly I really am not as salty / mad as I probably seem based by my barrage of negative posts about Future Motion. I probably should just submit my opinion that they could do a better job communicating with their customers and do a better job managing expectations to a suggestion box and move on. However, I guess that doesn't help pass the time as much. :) I hope these suggestions are being heard by them as I want them to be widely successful company for many years to come. Eventually their product will be a commodity and they won't be able to survive unless they provide a better customer experience.



  • Stop crying. You got your answer. Just wait to buy the damn thing form the store. Not a big deal to have one the day it comes out. You sound like a stupid spoiled brat . 🙄



  • As someone who has worked in forum management, I would say

    1. People need to chill the fuck-off of FM. For fucks sake, they aren't some large corporation with thousands of support staff. Flaming them for "vague answers" doesn't help.

    2. Learn to be patient with small companies. Especially small companies who make REAL products. Especially AMERICAN small companies making REAL products.

    3. This isn't fucking fast food people. I would rather have SAFE and STABLE OneWheels being shipped on the market, instead of whiney-ass teenagers/millenials bitching about small companies making RUSHED products that are dangerous instead of taking the time to get it right.

    4. Stop treating the OneWheel pipeline like a goddamn fast-food chain. Small businesses make mistakes. They are SWAMPED by thousands and thousands of people. It doesn't help if their own forums are SWAMPED with negativity for their operations.

    5. THIS IS NOT FUCKING FAST FOOD.

    Rant-off. But really guys, it's no good to keep bitching at such a small company.



  • Preach!!! @RogueStar



  • @BallewBoard you're a public high school teacher? I blame you for all these fucking morons in America.

    I fail you. You don't even deserve a grade >:3

    trollface.png



  • @RogueStar said:

    who has worked in forum management

    Wonder why you don't have that job anymore... hehe ;)



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  • @RogueStar said in The Troops are Getting Restless (an email with FM):

    As someone who has worked in forum management, I would say

    1. People need to chill the fuck-off of FM. For fucks sake, they aren't some large corporation with thousands of support staff. Flaming them for "vague answers" doesn't help.

    2. Learn to be patient with small companies. Especially small companies who make REAL products. Especially AMERICAN small companies making REAL products.

    3. This isn't fucking fast food people. I would rather have SAFE and STABLE OneWheels being shipped on the market, instead of whiney-ass teenagers/millenials bitching about small companies making RUSHED products that are dangerous instead of taking the time to get it right.

    4. Stop treating the OneWheel pipeline like a goddamn fast-food chain. Small businesses make mistakes. They are SWAMPED by thousands and thousands of people. It doesn't help if their own forums are SWAMPED with negativity for their operations.

    5. THIS IS NOT FUCKING FAST FOOD.

    Rant-off. But really guys, it's no good to keep bitching at such a small company.

    As someone who has provided quality customer service to clients, I would say:

    1.) You need to chill the fuck-off (fuck off? or out?) on customers on this forum. For fucks sake, they are paying customers who've invested over a thousand dollars which entitles them to expect honest communication. Flaming them for being frustrated with "vague answers" doesn't help.

    2.) Learn to be patient with customers. Especially customers who paid a premium price. Especially customers who paid that premium price based on assertions made by the company that has already taken their money, for which they have nothing to show.

    3.) This isn't fucking fast food man. People didn't pay $5, $100, or even $500 for this product. I would rather the company that charges a premium for their product set realistic expectations, even if doing so would turn away potential customers. I'd rather they were open about any delays they are experiencing or challenges they are facing as a small company fulfilling demand for a popular product. I'd rather you understand that it's ok for people to express their frustration--they've paid for the right to do so. Bitching about people bitching is still 'bitching.' The comment about rushing an unsafe product to market isn't relevant to this argument. FM released the OW+ on their timetable. The safety part of the equation would have been worked out before the product was open for purchase. People aren't complaining about the timing of the release of the next iteration, they are complaining about unmet expectations and poor communication, all of which are happening after their money has been spent.

    4.) blah blah blah, irrelevant fast food reference again. It sounds like you are blaming the customers for simply expecting the company to do what it said it would do... rather than holding said company accountable for keeping their promises... and even then... most people would be understanding of the challenges of a small company, scaling production, overcoming issues with staffing, resources, etc. IF said company would simply communicate those challenges honestly to its customers.

    5.) eat a cheeseburger already... you are hung up on the fast food thing too much and it's a terrible analogy... really, completely irrelevant.


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