Delivery??

[braswell]

At the end of the day, they're a super small team. Very much understaffed. In the video, they posted about the behind the scenes (packing/shipping out) they showed only a handful of people. I think they need to just do a hiring boost of part time/laborers that can help box these boards up. BUT that only is only useful if the team that builds the board is sped up which again relies on manpower. I wouldn't want them cutting corners and building half-assed either so I understand their logic in taking their time with each board. HOWEVER, that does mean they just need to man up (literally) and have a staff that can meet their current demand. Ideally communication would solve a lot of these concerns, as they do have a great forum just begging for their voice to chime in here and again. It would be much easier than answering the same 100 emails that come in asking "has my order shipped yet? "

[s2kboy]

It's pretty simple you do what you say or you don't say it. When I promise my customer leadtime at work I either meet them or offer incentives like next day shipping or discounts to make up for it. I've eaten next day shipping costs numerous times. It's one thing to say we are late by 4-5 days and another thing for it to be late by 2 weeks. I know me typing all this isn't going to make my board ship sooner.. I can already guestimate my board to go out mid this month if not later which is far beyond the promised date not once but twice, they confirmed my board will ship 28th which it didn't then early March which is yet to be seen but I'll bet it won't and to top it all off they won't give you a direct answer. I know it's of good quality that's why I bought it and that's why it's also so expensive that however has nothing to do with delayed shipments being OK....

[parrothd]

Its a pretty simple thing to do, a Twitter post: We are currently working on batch 7150-7200. Or on the website.

I went thru this the last time for v1 so I know their style. You'd think they'd get tired of responding to the same emails over and over, but no..lol

[RodSlide]

IF... they are shipping 20 boards per day... wow.. it's been 100 per week... so... very, very, very long time to wait for me... maybe in April... hahahaha... like the other !

[sonny123]

I'll wait an extra week or 2 and get a solid product rather than those mass produced Trotters or Dandans.

Shipping shows April now. If I order, I'd be prepared for May.
In all fairness, I've had nothing but great experience with them.

[goodblake-eskate]

My only problem with FM is the lack of communication in regards to estimated shipping times. Don't tell someone to expect their board in February and then never communicate that has been a change. (Actually let me take that back - they did communicate through a mass marketing email that changed from February delivery to February / Early March - However, it wasn't exactly clear who this pertained to and since it was February at the time I ordered. I assumed I was still February) When I placed my order it stated a Feb. shipping date. That gives them a 28 window to complete as stated. Just think FM should do a better job managing expectations, a better job communicating, and should refrain from over promising and under delivering.
As others have stated, this negativity from everyone could be solved if FM would just send out a simple email with a revised shipping time frames.

[CBR 954rr]

@parrothd said in Delivery??:

Its a pretty simple thing to do, a Twitter post: We are currently working on batch 7150-7200. Or on the website.

I went thru this the last time for v1 so I know their style. You'd think they'd get tired of responding to the same emails over and over, but no..lol

If only there was some sort of forum where FM could post updates and respond to common questions, reaching hundreds of people at the same time....oh, wait

[bmtka]

@s2kboy You don't have a lot of experience with Kickstarter or Indiegogo projects, do you? It's not uncommon for them to run many months to a couple years over-schedule. While this isn't a kickstarter project, it's a Kickstarter company and this is only their second product launch. The mere fact that they got the first boards out of the factory by the end of February shows that they're making a good-faith effort to keep promises. Who even knows how much volume they expected to move that first day? They also changed the estimated shipping time for new orders at they began to pile up.

With manufacturing, there are always going to be contingencies that can't be accounted for beforehand. I can think of a few that would make giving you an EXACT date of shipment weeks out not terribly feasible: Equipment sometimes breaks, vendor shipments can get lost or delayed, illnesses can sweep a workplace, new manufacturing processes with longer than anticipated time to completion, etc...

You shouldn't plan your life around a preorder, period. I'm sure that FutureMotion would be happy to refund your money if it's bothering you that much. Otherwise, just try to relish the anticipation knowing it will be so very worth it.

[groovyruvy]

So much angst on the forum :) It's probably best to have lower expectations and not expect and email from them right away, or to receive the new + right away, and just let it be what it is. Hopefully everyone has an Original to enjoy in the meantime, as they're still amazing.

[SeattleCommuter]

@groovyruvy No original here. Every day I walk about 3 miles for my commute, wish I could be OneWheeling instead and save some time!

[COKids]

@groovyruvy I think what people are saying is that there would be a lot less angst if they just communicated better. When I ordered on the first day they said shipping in February, that means I expect to have my order shipped in February, if it isn't going to be shipped due to manufacturing/procurement/material issues than I would like to know when exactly I can expect shipment. Maybe if I had just put down a $250 deposit it wouldn't be as upsetting, but since they already took the full $1500 I expect a bit more. Oh and the emails every other day that says "We are shipping" is really annoying... Really? How many?

[groovyruvy]

@COKids couldn't agree more. I think we've all learned from first-hand experience is that FM isn't the greatest about communicating or managing expectations. It's doesn't need to be as difficult or frustrating as they make it, but they clearly have limits and we're seeing and feeling them. All I'm suggesting is to have low expectations and be elated if and when they're exceeded.

[s2kboy]

Apparently you can't be disappointed after someone dosent keep a promise they make you. Hey let me just order lunch and get it for dinner, it's fine food is food. 😅

[bdech15]

@bmtka Future Motion isn't a kickstarter any longer. They are grownup now and should start acting like everyone else who's held accountable in their professional lives. Defending them because they are "new" does nothing to hold them accountable. Yes, they have an awesome product- hands down the best on the market. However, if I engaged my customers the same way FM does...I would have no customers. I realize this is a preordered product- yet it appears they put up zero of their own capital to procure the materials for the new plus model...which I wouldn't have a problem with if they gave realistic delivery dates. Bottom line- if people keep reassuring them it's okay to over promise and under deliver- they will continue to operate this way. I'm not bitching for free shit because they fell short, I'm simply pleading with everyone to stop making excuses for them if you genuinely want to help them.

[SeattleCommuter]

Please allow me to add a couple of facts in regards to Future Motion being a "new" and a "small" company (I'll let you be the judge):

-Future Motion was founded in 2013. (http://future-motion.com/)
-Successful Kickstarter in January 2014 where they raised $630,862.
-They raised an additional $3.2M USD on February 2016. (http://www.santacruztechbeat.com/2016/02/03/future-motion-onewheel-raises-3-2m-in-series-a/)
-Their "behind the scenes" doesn't show people actually doing the manufacturing. This video (https://youtu.be/KrPRvP2H_v0?t=5m52s) from 2015 gives a glimpse at how many there might be. Unless they massively reduced their workforce, I think the "behind the scenes" we've seen for the + were misleading.

That being said, they are making the best electric boards available in a highly competitive space. They also have added a bunch of job listings which should help immensely with their communications. So at this point I think the best thing we can all do is completely ignore all estimated ship dates they optimistically offered and patiently wait for a shipping confirmation email.

[COKids]

I just received a email response to my question of when our board will ship. It sounds like they did not ramp up to a full production line yet on the OW+ and they are doing that now. I was told not to expect shipment until late March. While that is disappointing, at least it seams like an honest answer. I guess I will stop bitching now and just wait and hope the board is put together well and has no issues.

[kevinrwhitley]

I'll have to second the encouragements of patience brought up here. I've been a part of more than a few pre-orders, with varying degrees of success... and can definitely say I've been impressed with FM on this one. I figure I'll get it in April (as estimated) if I'm lucky, and hopefully within a few weeks to a month more if I'm not. Remember, there was no guaranteed delivery date when you pre-ordered this - so for them to stay this well on schedule is actually pretty awesome.

Hang in there, we'll be riding soon!

[e-ball]

What I think (hope) is that they wanted to get a decent number of boards out there quickly before truly ramping up production to see if any early issues crop up. They likely figured (accurately) that the earliest of adopters would test the boards hard. We're seeing things like some of the grip tape peeling up, not having digital shaping 2.0 (the app) ready yet, etc. They were likely addressing the early reports before getting into full-blown production mode.

[bazzingapunk]

I am actually surprise many people expect FM to provide decent customer service. I am actually happy they provide a solid shipping estimate. If you guys ever heard or purchase Phazon, you would understand FM is actually good. (tl;dr some people been waiting 1yr+ for the product to be ship and the Company always provide "false" shipping date)

[ryanpppy]

@bmtka I think what most people are having a hard time with is the fact OneWheel does not communicate their revised scheduling... I def did not plan my life around getting this board however, I did pay 1500 for it and a heads up with a new timeline is not to much to ask. It's probably a decent practice to realize the people who buy your product keep you in business, just let them know WTF is happening.

[ryanpppy]

I guess I understand why most have low expectations, all the comparative examples are companies that lied or misled their patrons. I expect more, my business requires communication and timed delivery. I would be out of business if I operated this way. I guess if you want a One Wheel you need to accept that when it comes it will be awesome but the in between is a shit sandwich.

[sidebox]

@bazzingapunk Other shitty companies bad support and broken promises doesn't excuse FM. They need to hear our feedback in order to get better. I'm sort of shocked that they haven't focused more on their customer service at this point. There are a lot of electric board options at this point, and they should be fighting for each customer.

[groovyruvy]

@sidebox that's just it- they're not fighting for each customer because they're holding the cards and they know it. They can't make the new boards fast enough to fill orders. They're not thinking customer service, or long-term, they're just trying to get the next batch of boards out. Doesn't seem like a good long-term survival strategy to take this approach, I know I certainly couldn't get away with it, but I think their mindset is more immediate and shorter term at the moment. Doesn't excuse it, just explains possibly why it's happening.

[sidebox]

@groovyruvy yep. We agree. Super short-sighted of them. They have an opportunity to engage their community here on the forums, and they abandoned that a long time ago. I get that it is extra money to hire a true customer support staff... but if they want to make it longterm, they need to start building brand loyalty early on. They've already whiffed on years of goodwill, hopefully they wake up soon. It feels like they just assume everyone will shutup and be satisfied once their board arrives at their front door. Had they given a realistic estimate on turnaround and production, they wouldn't have to worry about leaving a bad taste to rinse out at all.

[Zen.Potatoes]

Is it too late for me to post my entry on this thread for Whinyest little bitch of the year Award!

I do hope not, but there is such great competition on this thread and to be honest I don't think I'm up to the challenge.

:p

[sidebox]

@Zen.Potatoes Spoken like someone who has never run a business in their life. We aren't whining. We are lamenting that a company that has a real shot to become well rounded is missing out on that opportunity. You've just won the award, by the way.

[SeattleCommuter]

@sidebox That's a really good point actually. I can't name another company that has its own forums and yet doesn't have anyone on their payroll engage with their customers. On the flip side, I can tell you that I bought into eero's ecosystem primarily because of their community engagement...

[goodblake-eskate]

@Zen.Potatoes Let me do all the leg work for FM on an email that would put all of this to rest.

Dear Valued Future Motion Customer,

First of all, thank you so much for buying a Onewheel which we have poured our heart in soul into these last 4 years. Whether this is your first experience with Onewheel or if you upgrading an original Onewheel, we are confident you will absolutely love the Onewheel +. Let me say that again, Thank You!
However, due to some unforeseen production issues and to the incredibly high demand (THANK YOU) we are having to modify our original estimated shipping time frames. Please see the new estimated shipping time frames below for Onewheel + shipments.

Orders 7050 - 7100 - Shipped Feb. 29
Orders 7100 - 7200 - Expect to ship the week of March 6
Orders 7200 - 7300 - Expect to ship the week of March 13
Orders 7300 - 7400 - Expect to ship the week of March 20
Orders 7500 - 7600 - Expect to ship the week of March 27

Orders 7600 - 8000 - We hope to get out in April - We will provide another revised schedule toward the end of March.

Please note these estimated time frames are just that estimates. Everyone at Future Motion is working as hard as they can to get these Onewheel + out the door. We are going to do our best to be ahead of this schedule, but if for some reason we fall behind, we will provide you with a similar update.

Thank You,

Everyone at Future Motion

OK just so there is no confusion... THIS IS A SAMPLE TEMPLATE FOR FUTURE MOTION TO FILL IN THE ACTUAL FACTS TO PROVIDE THEIR CUSTOMERS WITH SOME INFORMATION ON WHAT HAPPENED TO THEIR $1500 . PLEASE DO NOT THINK THAT THESE DATES ETC ARE ANY WHERE CLOSE TO BEING CORRECT!!!

[COKids]

@goodblake-eskate WINNING!

[Sean_G_NYC]

@goodblake-eskate ...Your Hired!! :)

[sidebox]

@goodblake-eskate If I don't get my board by the week of 3/27 I'm coming after you.

[goodblake-eskate]

@goodblake-eskate This took me all of 5 minutes to put together.

Future Motion if you sent out a similar email to this the amount good will and praise you would receive from your customers would be through the roof. You would have loyal customers for life just for providing a simple update rather than having everyone like me, constantly refreshing my email hoping that I have a shipping email from you, and subsequently posting angry (whiny @Zen-Potatoes ) posts on your forum.

You will want to thank me after you send this email out, and you can do so just by bumping my order to the top of the list. :)
Thanks

[goodblake-eskate]

@sidebox Uh oh ... well based on my made up schedule, I would have my board the week of March 13 so I would just Onewheel away from you at 19mph!
:P

[goodblake-eskate]

@Sean_G_NYC Haha thanks! They are hiring right?

[e-ball]

@goodblake-eskate I think a lot of you are missing the point; the reason FM isn't putting out an email like this is because they don't want to provide specific dates for fear of missing those deadlines. They estimated founding members would get their boards in late Feb/early March. Well, guess what -- it's still early March! Every time I've emailed them I've gotten a response within a day, and I'm not going to blow a gasket if my early March estimate turns into late March or early April.

[sidebox]

@e-ball if they can't give estimated dates of when a specific repetitive process is to be completed, they have big supply chain and/or assembly line issues that they should work on resolving. Ideally prior to launching a v2 of a product. I'm not going to blow a gasket either. I am just going to point that out.

[ZeeMox]

@e-ball said in Delivery??:

@goodblake-eskate I think a lot of you are missing the point; the reason FM isn't putting out an email like this is because they don't want to provide specific dates for fear of missing those deadlines. They estimated founding members would get their boards in late Feb/early March. Well, guess what -- it's still early March! Every time I've emailed them I've gotten a response within a day, and I'm not going to blow a gasket if my early March estimate turns into late March or early April.

Except even their estimates are bogus and keep changing. There was no "early March" BS when people placed their orders on day 1. It straight-up said "Shipping in February." Then it became clear they mean late feb. Then it became late feb, early march. Then like 70 people actually got their boards shipped at all, to date. I'm not one to get all butthurt over shitty customer service when the product is awesome, but I don't even know if the product is awesome yet. Yeah, yeah, I hear you all rave about it, but I've also seen quite a few posts about technical difficulties and huge wait times to get their boards back. Imagine getting a defective +, as busy as FM is right now.... You'd end up getting your board in June.

[bobmatnyc]

Order #7103 arrived today. Very excited to play with it. Looking good in the office so far, almost completely silent....

[goodblake-eskate]

This post is deleted!

[s2kboy]

@goodblake-eskate said in Delivery??:

@Zen.Potatoes Let me do all the leg work for FM on an email that would put all of this to rest.

Dear Valued Future Motion Customer,

First of all, thank you so much for buying a Onewheel which we have poured our heart in soul into these last 4 years. Whether this is your first experience with Onewheel or if you upgrading an original Onewheel, we are confident you will absolutely love the Onewheel +. Let me say that again, Thank You!
However, due to some unforeseen production issues and to the incredibly high demand (THANK YOU) we are having to modify our original estimated shipping time frames. Please see the new estimated shipping time frames below for Onewheel + shipments.

Orders 7050 - 7100 - Shipped Feb. 29
Orders 7100 - 7200 - Expect to ship the week of March 6
Orders 7200 - 7300 - Expect to ship the week of March 13
Orders 7300 - 7400 - Expect to ship the week of March 20
Orders 7500 - 7600 - Expect to ship the week of March 27

Orders 7600 - 8000 - We hope to get out in April - We will provide another revised schedule toward the end of March.

Please note these estimated time frames are just that estimates. Everyone at Future Motion is working as hard as they can to get these Onewheel + out the door. We are going to do our best to be ahead of this schedule, but if for some reason we fall behind, we will provide you with a similar update.

Thank You,

Everyone at Future Motion

OK just so there is no confusion... THIS IS A SAMPLE TEMPLATE FOR FUTURE MOTION TO FILL IN THE ACTUAL FACTS TO PROVIDE THEIR CUSTOMERS WITH SOME INFORMATION ON WHAT HAPPENED TO THEIR $1500 . PLEASE DO NOT THINK THAT THESE DATES ETC ARE ANY WHERE CLOSE TO BEING CORRECT!!!

Sweet thats all I wanted, I'll stop crying now.

[ako]

@kmacor I'm in 🇫🇷 and don't even have an Order Number but shoul get the OW+ in may. You see, your case is better than mine 😀

[jordo]

Mine shipped in the 2nd batch on March 2nd, arrived on March 6th. Order 714x. Now that I have it, it hasn't stopped raining sideways for 3 days. Lots of stuff that's out of our control, but learning to be patient is not one of them. I'm not running to the weather man to bitch about his broken promise of dry days to come. I just pass the time by coming to the forum to watch you guys squirm. Reminds me of how I tell my kids 'maybe' to something they want to do, and later have to tell them no. I usually get a response like "but you said!". Welcome to life, it's hard sometimes...

[sonny123]

@jordo

Yep, I hear ya.

It's a stunning Spring day around here and as much as I'd love to leave a note on the door 'Gone Shredding', I have to get 6 shipments ready before the Postman come for pick-up.

All in all, life is good..

[ctsiaki]

I think the biggest issue most people are having is the lack of communication more so than the actual delay. If they are having issues whether it is vendor supply related, lack of staff, or even defects that are causing delays, they should notify us. They don't have to give specifics, but a simple email stating delivery dates have been pushed back do to unforeseen circumstances would quiet most of the complaints. You will always have those that will bitch about anything and everything, it can actually be a good thing sometimes.

I regularly buy things on kickstarter, so I am patient and understanding of delays as that is to be expected from crowd funded products. However, FM is no longer a start up company. They may be small and create an amazing product, but that doesn't mean we should just sit here quiet while they break promises and fail to notify us unless we are bugging them.

Having the item a Pre-order isn't an excuse either. Most companies do not ask for the entire cost up front before delivery (Excluding crowd funding sites). I routinely pre-order products (cell phones, video games, computers, high end toys etc. as I like to have the latest and greatest) and the vast majority hit their target dates and only ask for a portion of the cost up front. Good businesses understand their capabilities.

I also highly doubt they are working round the clock otherwise more units would have been shipped out by now, so it most likely is a vendor issue as these are fairly simple to actually assemble (meaning not a lot of parts).

With that being said, I am patiently waiting and won't really bitch unless a few more weeks go by and I still haven't received my board (as I ordered within the first 2 hours of launch and was stated feb. delivery not march). I just don't see anything wrong with those who are already complaining, its always a good thing, allows companies to see were they need to improve. Perception is reality.

[RodSlide]

From the support, they are not at full scal production yet ☹️

[jozepi]

Update for international orders. I haven't contacted FM. This email is from them today. Im order 744X

Hi Joseph,

Thank you for reaching out and congratulations on your order! Your board will be ready to ship within the 1-2 weeks and will take 5-6 days to arrive in AU.

However, Australian customs recently has begun requesting a vehicle permit to allow the shipment into the country. From our understanding you will need to personally fill out the permit at the website here. They qualify us as a 'Non-Road Self Balancing vehicle' and you can fill out the application at the bottom of the page. Once submitted it will be approved and then FedEx will release the board. Attached here is our brochure which should contain all information to apply.

We are more than happy to provide any needed information.

[onewheeltrumpusa]

Im order 717x. Still nothing too. Must be production issues....

[jozepi]

@jozepi said in Delivery??:

Update for international orders. I haven't contacted FM. This email is from them today. Im order 744X

Hi Joseph,

Thank you for reaching out and congratulations on your order! Your board will be ready to ship within the 1-2 weeks and will take 5-6 days to arrive in AU.

However, Australian customs recently has begun requesting a vehicle permit to allow the shipment into the country. From our understanding you will need to personally fill out the permit at the website here. They qualify us as a 'Non-Road Self Balancing vehicle' and you can fill out the application at the bottom of the page. Once submitted it will be approved and then FedEx will release the board. Attached here is our brochure which should contain all information to apply.

We are more than happy to provide any needed information.

For the Australians playing at home, this is the link to follow https://infrastructure.gov.au/vehicles/imports/import_options/orneao.aspx

Approval can take up to 20 business days and cost $50AUD. So jump on it even if FM didn't send you any email. They sent me a brochure to upload to application. Let me know if anyone wants a copy.

[aris]

@onewheeltrumpusa I suspect it's parts not being delivered issues (from one or more of their suppliers).

[Zen.Potatoes]

If I've genuinely upset anyone with my post(s)above... I sincerely apologies.. Just Onewheel/Pinkbike are the only two places I found on the net without any hassle n just good vibes n seeing all the bad-vibes made me feel like I had (wrongly) to say something.

I remember waiting for my first OneWheel and yes the wait for pure torture and pretty much only one of the times i felt like a kid again waiting for Xmas... A few weeks seemed like a lifetime.

BUT

The OneWheel is the greatest "TOY" I personally have every bought, & I say toy because it makes me feel like a kid and puts a huge grin on my face pretty every-time i get on it, over the years I've spent 10-100x more on gadgets/cars/bikes/toys and I simply never got the pure fun I get out of the OneWheel every time I step on it.

It really is a life/style game changer.

My advice would be to try not to check this website everyday or it will probably only make the wait harder, but once you do that first carve or feel like you are floating for the first time all this angst will be instantly forgotten.

Peace.

[jefflynn]

Just received this email the other day.

HANG TIGHT!
Hey Onewheel+ Founders,

Thank you so much for your patience, we know you expected to be riding by now and we wanted to give you a quick update on where we're at. We can assure you your new Onewheel+ is in the works and in good hands.

While we were able to get the first batch of boards shipped in late February without a hitch, we encountered an issue with a part needed for the motor on the next batch. Quality is what Onewheel+ is all about and we can't cut any corners, so we sent the piece back to our supplier and are now awaiting a new shipment to arrive to continue our build.

To the best of our knowledge, it looks like Founding Members' boards will be shipping in late March up to early April. We know how excited you are for One+ and that the wait is brutal, but please know our team is working around the clock to ensure your board is made with the care and love it deserves.

The ride is worth the wait, we promise.

Onelove,
Onewheel Team