Just a point of clarification, since it has come up before in other threads related to this topic.
I understand that smaller companies, start-ups, etc. experience growing pains, especially when the demand for their product is high or goes 'viral.'
I have slightly less patience with Future Motion because this is their second time around and they had ultimate control of when/how they decided to release version 2, and perhaps more importantly, the production and delivery expectations THEY set. Small company or not, the concept of under-promising and over-delivering (vs. their alternative) isn't foreign and can't possibly have escaped them.
Moreover, I'm even tolerant of delays that occur, so long as the communication piece of the equation is on point and authentic.
I participated in the Kickstarter campaign for the Fidget Cube from Antsy Labs. I ordered in September of 2016. They ran into a number of delays and went from having a Christmas'ish delivery date to an actual delivery date in the second week of March.
The difference between that scenario and this one is that I received regular, unsolicited email blasts, first notifying me that there would be a delay, and subsequently to explain the cause for the delay and provide regular status updates about the order: 9 updates in total between 10/23 and the shipping notification I received on March 3rd, 2017. That's not an outrageous ask is it? To receive honest, unsolicited communication approximately once every two weeks?
And that was for an order that totaled well under $100... not $1,500 like the OW+
How much better would people feel about FM if that was how they handled this delay? How much less frustration would there be? How much more goodwill would they have built for their brand?
Just food for thought... there would be a lot more "stoke" and a lot less "salt" in this equation if they would simply tighten up in that area... and not just rest on the crutch of having an amazing product... and I call I a crutch because the next big thing is always right around the corner and at some point... the customer experience does/will matter.