Massdrop Sales

063_XOBX said:

I understand what you're saying but it's a stretch to say I was a "satisfied" customer. I actually did contact Massdrop support over the joint in mine and wasn't offered a replacement. I was given a choice between refund or SOL. I went with SOL since I actually wanted the piece and already had reducers out the wazoo.

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Deadshort480 said:

All I can say is that I hope Simba, Massdrop, and we as consumers all learned something from this experience. Simba should have learned to be much more on the spot when it comes to quality control. Massdrop should learn that from time to time vendors are going to screw up and they (Massdrop) need to take care of the situation. We as consumers should learn that not everyone is striving to put out the best possible product they can and that perhaps sometimes spending a bit more on an item you can see with your own eyes and feel with your own hands is the better option.

I've learned that I will most likely not be using Massdrop again unless I am weakened by one of their offerings and that this replacement is the only piece of Simba glass I will ever own.

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Sinclue said:

Granted the whole Simba thing was a fiasco, but I think you may be unnecessarily harsh with MassDrop. I've obtained several quality products through their offerings. Currently a Solo and a MFLB are amongst their offerings. Items many would argue are quality products with established followings and reputations. MD is simply the middle man in the process. Seems like lots of places are no longer dealing with warranty issues for the warranted products they sell. How often do you get a box with the notice that reads something like "If you have a problem don't contact the store where you bought it, but deal with the manufacturer directly." Warranties are, after all, generally offered by the manufacturer who may or may not also be the seller.

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Deadshort480 said:

I don't think I am being unnecessarily anything. I bought this product through Massdrop. If I go to Best Buy, purchase a Sony television, and it turns out to be broken, Best Buy doesn't say "Take it up with Sony", they take care of it. If I go into Foot Locker and they sell me a pair of New Balances and one sneaker is three sizes smaller than the other, Foot Locker takes care of the problem. Foot Locker doesn't tell me to email New Balance and fix it myself. I purchased this product through Massdrop and they should have handled the issues. There are still people who can't get in touch with Simba and Massdrop personnel doesn't seem to care. Not exactly stellar service, if you ask me.

You have been satisfied with Massdrop's service and that is great, but others have not and I see no reason to rush to their defense after a majorly fucked up drop like this.

Can I get an example of this warranty wording you are speaking of? I've never taken notice of a warranty that states to deal directly with the manufacturer and not the place of purchase.

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Deadshort480 said:

What I really wanted was some accountability, but I should have known I was expecting too much. In this day and age of pass the blame, wasn't my fault, not a big deal, and oh well, I should have expected excuses and shoulder shrugging from Simba and Massdrop instead of someone actually taking on some responsibility. At least Simba did the right thing and got my replacement to me. I believe everyone is still waiting on Massdrop for their Ti nails.

As I said, I'm done with Massdrop unless they offer something I just can't find anywhere else. I don't need convincing to continue using or to abandon the site.

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dannkk said:

So, you want them to provide you with retail customer service at a wholesale price? Those places you mention all charge huge markups. Of course best buy will replace your broken HDMI cord. They payed 5 dollars for it and charged you 50.

When you're dealing with Massdrop, you're not really dealing with massdrop. They're just facilitating a wholesale order. They can do their best to make sure the people they're dealing with are reputable, but stuff like the Simba issue is going to pop up. I'd suggest researching the company Massdrop is trying to order from before placing any order. In a few minutes I found posts about Simba being a renamed Chinese glass company. True or not, I'm sure some one has gotten some shady glass from them for that rumor to start.

Stick to stuff you know. Like Roor, Magic Flight, Arizer, etc. You see their products everywhere, and you wouldn't if the retailers had a bunch of problems dealing with them.

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TOS said:

In the event that the product purchased experiences defect or failure which otherwise would be covered by the product’s manufacturer warranty, please contact Massdrop via support@massdrop.com with a description of your problem along with your Massdrop Order ID.

Massdrop will request for the product to be sent back to a specified return address (which will be provided to you via email). Upon receipt of the defective product, Massdrop will make every effort possible to ensure your satisfaction by shipping you a replacement product. Massdrop will pay for all shipping costs related to warranty service. Massdrop also reserves the right to refund the purchase price as its exclusive warranty remedy.

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I'm still sorting a few things out, I can tell you right now- at the very least, I'm going to be issuing a $10 credit to everyone who participated in the Simba drops due to the headache/confusion and difficulties relating to the product. This isn't a complete solution, it's a starting point. We will make sure we make this right for everyone.

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It's clear that everyone was sent silver grinders instead of the titanium ones that you ordered. We apologize profusely for the error, as I explained in a previous comment, our distributor sent us the wrong ones, and our warehouse people didn't know the difference and went ahead and shipped them out to everyone.

The Titanium grinders (discounted) are worth about $10 more than the silver ones (I'm comparing wholesale, not retail pricing). So, you've all received A) a product worth less than what you paid for, B) a product that is not what you desired to purchase.

To rectify this situation, I'm able to offer you the following two options:

A) Keep the silver grinder, it gets the job done, and we'll refund $30 to your credit card/paypal account.

B) Keep the silver grinder, it's alright- but not what you wanted, and we'll also ship you a Titanium grinder once we get them from the distributor (my guess is we'll get them in the next 2-3 weeks - keep in mind the next 5 days are completely shot due to thanksgiving).

C) I don't want the silver, or a replacement Titanium grinder, I just want my money back - I hope you don't feel this way, but if you do, let us know and we'll give you a prepaid return label, you can return your silver grinder and we'll refund your credit card/paypal account for the full purchase amount.

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Ti nails have been shipped to our warehouse, they are from Santa Cruz Shredder, we didn't want to skimp on the nails and give you something that costs $10 from a no-name brand. They will go out on Monday. Also, FYI, we never intended to include the Ti nails, it was a really bad typo as they are always sold separately. We appreciate your patience and patronage.

Thanks,

Andy

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Dangus said:

Regarding the Simba massdrop, I asked for an update on the Ti nails and got a pretty prompt response:



Considering the cheapest SCS nail is ~$65, I say that they are going above and beyond what I expected. Not sure about the typo comment as it's in a few places in the description, but glad they are stepping up.

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