discokvn: discokvn: you don’t think shipping estimates are a customer relations issue? i can’t understand that thought

I didn’t say that because some customers won’t be angry it. They no doubt will be.

But when I consider public relations, I consider decisions they make that I can’t see any excuse for.

Let me try this theoretical example. Let’s say the TextBlade had swap issues that affected 40% of the devices on a regular basis? Of course they shouldn’t ship yet! Will it affect public relations? Sure. But they still would be irresponsible if they shipped. That, in my opinion, removed it from the “public relations” category. Because that decision is pretty much required regardless of PR effects.

Now, how they handle this bad situation IS a PR subject. Things like have they kept people regularly informed, do they wait until the last minute (like before an estimated ship date) when it was clear that there was no way they could meet that date weeks before, etc?

I can see a product never shipping and still wouldn’t count it as a PR issue, depending on circumstances. Such as a company eventually finding the technology available just not being advanced enough yet to work well enough, or in a cost effective way.

I’m not trying to equate any of this directly to the situation at WT. I’m just establishing my basic point, that there can be reasons not to ship that there is no other good choice for. Beyond that, I’m sure there is plenty of room for people to disagree on any specific detail.

As I’ve said before, I think they shouldn’t have charged cards before shipping. But I’ve also said once they did that, I can see why they didn’t change it or refund money while keeping everyone’s place in line (there was no good solution there).

Likewise, I’ve said more regular updates were appropriate. I leaned towards weekly and even gave lots of examples of the kinds of things that could easily be included, imo.

I’ve seen lots of people complain about a monthly update not being changed until that deadline was reached. I didn’t always agree with the timing of the complaints though. I mean, weeks before the deadline, I don’t agree with claims that the deadline can’t be met, simply because we didn’t have enough info to know. But when the deadline was actually reached and we get told it will be another month (or quarter), then we know they must have known at least a week or more earlier that they couldn’t reach the deadline - thus they should have changed the date sooner. It is, imo, very annoying to wait for the last minute and only then get another long delay. Just update as things happen.

Right now we have a bit over 1.5 months before the end of March. Hope they make it, but if in the middle of March they know it can’t meet that date, just go ahead and tell us then.

No one will be happy, but it is a better approach.