The Troops are Getting Restless (an email with FM)

  • @RogueStar said:

    who has worked in forum management

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

  • This post is deleted!

  • @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.


    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.

  • @OriginalEric Yeah buddy! My thoughts exactly. Hopefully Future Motion will take the criticism constructively and be a better company because of it. Not like we are asking them to turn water into wine here. Just asking for some simple communication. It would save them from having to provide the same canned vague answers 50 times from all the emails we all have sent them.

  • @RogueStar I think you need to take your own advice and chill out. If you fork out 1500 for a product you would think part of that 1500 would be going towards customer support maybe?? FM so far has given me no reason to doubt that they will deliver everyone's boards but still taking someone's money upfront and then going dark and only giving vague answers to questions is bound to piss people off and they have every right to be pissed off. Imagine if when you went on your daily McDonalds trip you paid for your cheeseburger and then had to wait 3 weeks longer than promised to get it and were offered no updates on it. I think you would be mad considering how much you like fast food.

  • Again, they stated boards will begin to ship in Feb, check. ( they didnt say your board, did they? )

    & Boards will continue to be shipped in March.. check.

    Well guess what folks, it's still March with 3 weeks to go.

    Im so sorry FM are not holding your hand every step of the way giving you all hugs and and support you need tucking you in at night and constantly reasuring you every second of the day that it's all going to be alright and that soon your TOY will arrive.

    But Jesus Fucking Wept people... What a bunch of moaning kids are currently on this site.

    Up until a few days ago I guessed (wrongly) most Onewheel Riders would be pretty chilled. Not fukcing spoilt little snowflakes.

    & if this upsets you.


    PS: Have a nice day :p

  • @Zen.Potatoes lol... I think all the OW riders are out ripping their V1s still. (me).

  • @Zen.Potatoes Actually, when I ordered mine it stated "shipping in February". Then that turned into Late Feb. early March. Now its before the end of March and all these updates/changes are only being communicated because these "moaning kids" as you call them are politely emailing FM for updates. The only real bitching I see are the people like you complaining about the people asking FM for updates. Take your own advice and stop whining cause people would like an answer from FM. Pretty ironic bitching about bitching. But I guess paying $1500 for a toy and asking for a time frame is childish.

  • @Zen.Potatoes when you don't have an intelligent rebuttal, it's always best to jump straight to name calling and insults... we're the snowflakes, yet you're acting triggered... seems about right for the interwebs.

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  • I really don't understand how paying customers don't have a right to be upset when they pay 1500 for a "Toy" essentially and are offered no updates when they don't meet their target ship dates. It is totally fine that they did not meet their target ship date and everyone will have their board soon enough but a simple email or forum post on a weekly basis would go a long way with some people. @Zen-Potatoes

  • Im really getting sick of my fellow spoiled Americans for oh so many reasons but people who complain about not having a hover board soon enough really irritate me the most. Especially as the people of Aleppo endure up to 200 Russian airstrikes a day targeting civilians. They wonder if their loved ones will be alive when they come home from work instead of when their + arrives.

  • The main gripe is just the lack of communication. If you were a founding member the expectation was set when you made the purchase that your board would ship in February. If you didn't know about this forum and weren't on any of the facebook groups you would be completely in the dark about what happened to your $1500 except for the promotional emails that keep telling us that the OneWheel Plus is now shipping. Small company or not, the basics of running a good business don't change.

  • Sorry I shouldn't have sounded so self righteous in the above post. I haven't ordered a + so I don't know how it feels to be waiting for one. I plan to purchase one from my local retailer SRS when they arrive. I have 3 OG onewheels and have had to send each of them back for warranty repairs multiple times. One of them I've sent back 5 times. The wheel is a great teacher. When you are on top of it you feel like you are on top of the world and the gods are smiling down on you. When it's down for repairs or you are waiting for it to arrive you have to take life a little slower and focus on other things and exercise patience. Its one of the most important virtues. I'm totally obsessed with the OW but sometimes I wonder how healthy that is. Or just question the human tendency towards obsession. Just my observations and I apologize for the previous judgements I made about consumers.

  • You have people paying massive dollar for Tesla and they wait. Then you have this shameless company: 0_1489162924394_Phaz.png

    Note: That estimate has been updated several times, and as of today, they are not even 50% done.

    My point: I am happy/cool with FM that the delay is only a few weeks due to logistic.

  • @ashewheeler maybe you should send your "hover board" to someone in Aleppo. Did this thread seriously devolve into customers not deserving proper communication from a company because theres madness on the other side of the globe? Rad.

  • @SC720 Yes it has devolved. I apologize I should have resisted commenting and you are right my comments aren't even relevant to the original discussion. It's just difficult to watch this second wave of customers doubting and even angry with the very people who are working so hard to give them the extraordinary​ opportunity to own a OW. This happened when V1 went public and everyone shut the fuck up as soon as they got their wheel. FM is learning alot about bringing cutting edge badassery to market and also making sure everyone is safe in the process. It just seems symptomatic of people in the west most spoiled by capitalism to have such doubt and ill will towards a company with such golden intensions and in time such Platinum follow through. I agree that communication is extremely important to running a successful company but I also manufacture stuff and realize there are always real world setbacks. I think we assume FM has inexhaustible resources to dip into to bring this magic to us and the reality is this + release probably took everything they could muster to pull off. It is a small company of around 14 people giving 200% every day to bring the planet a whole new revolutionary boardsport, technology, culture and all. I think they are doing an incredible, and I mean "truly incredible" job! I'm deeply thankful for all that goes into giving us our childhood fantasy of surfing around almost any surface intuitively as if in a dream.➖🌎➖ And yes the people of Syria definitely deserve all my OWs. That's a great humanitarian idea. Maybe they could dodge the barrel bombs falling out of the sky.

  • Founder != Entitlement

  • @ashewheeler it's preposterous that you'd even bring Aleppo up in a conversation relating to customer service... and turn this into one of those "your privilege is showing" themed rants... absurd!

    The very crux of the angst on this forum/topic is related to communication... not even the delay itself, but simple, inexpensive communication. A member of this forum even drafted an email template to be used by FM which would alleviate (I'm guessing) 75-80% of the negativity related to the OW+ release.

    It's time to separate the quality of the product itself from the customer service/communication piece of the equation. Yes, FM made an amazing product and should be applauded for it. It is possible for a company to have both an amazing product, and questionable business/customer service practices. It's possible for consumers to love the product and be frustrated with the customer service.

  • @OriginalEric I was just using the comparison of realities to hopefully put things in perspective for people getting impatient. Admittedly maybe not the most tasteful use of imagery. I agree with you guys about customer service but again there are 14 people handling all of FMs issues, many of which we don't even understand. I think the + rollout was all about getting as much financial support up front so that the company wasn't sitting on valuable cash flow in the form of unsold inventory. I guess what I'm saying is they are undoubtedly overwhelmed while trying to maintain the public's attention span and desire to have their hand held while struggling with the physics of manufacturing and meeting shipping deadlines. I seriously doubt anybody complaining here could do any better. And my point that the western appetite and model for consumption and entitlement is simply not sustainable still stands. We have outgrown our pants in this respect. Not only are working people unable to keep up with the unchecked malignant "I want it and I want it now", but the planet may soon buckle under the pressure of our greed. Then the biology and ecosystem we all take for granted will get cursed for inconveniently disrupting our egocentric fantasies.

  • @ashewheeler honestly man shut the fuck up. Trying to say people who paid 1500 are not allowed to be annoyed because of shitty situations going on in another country is bullshit and messed up. Keep comments like that to yourself/you should probably delete it.

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