Hex-Nail (HN-01) - RIP

[PoopMachine]

Once 1.1 goes out the door and seems to resolve most issues, I don't think you'd get much blowback for vanishing for a few weeks especially if units are going out the door.

I'd be happy to assist end users here. I'm sure @mutten840 would be willing to do the same.

 

[Samson]

Ava, just wondering why you would focus on upgrading the software instead of shipping the backlog of orders? The units clearly work well even with a few bugs. Upgrading the software just caused another 1-2 week delay (based on what you've said). I was really anticipating and hoping I'd get mine this week. Major Bummer.

I just don't understand why you would focus on appeasing current users who are already enjoying their units while EVERYONE else has to keep waiting and have their expectations dashed. Again.

Its always better to fulfill and complete your current commitments before taking on new ones. I doubt anyone with a new unit would have cared to wait another couple of weeks for v1.1. Nor did they expect to be given such high priority at the expense of the backlog of orders, many aspects of v1.1 being enhancements and feature additions and not bugs.

You keep setting expectations and then moving the goal line. I haven't felt like Charlie Brown in a really long time. And it doesn't feel good.

 

[mutten840]

@Samson I am one of those happy customers. But there have been found some ui issues that need adjusting as it has caused a few of the new owners to have blocking problems. The update will hopefully fix that and also put everyone on the same page in what their ui shows and such. This patch is not to give us better tuning alone. It is also to address the bugs. I only know the above as I have been helping bang on the ui to make sure future customers do not run into any possible issues that might tarnish the awesomeness of the hex nail

 

[herbivore21]

I thought I inquired earlier but looking back at the posts, the edit didn't seem to register lol.

Do these use a capacitive, or resistive touchscreen?

 

[mutten840]

@herbivore21 I want to say resistive as I can use a stylus better than my fat finger

 

[herbivore21]

@herbivore21 I want to say resistive as I can use a stylus better than my fat finger

Ah this may explain the aforementioned difficulties with touch screen calibration. I've always found that my touchscreen accuracy drops off dramatically when I try to use a resistive screen (I also have large fingers!).

You know what they say about people with large fingers though don't ya?












...They wear larger rings!

EDIT: BTW if it is a resistive touch screen, you usually should be able to touch the screen with other non 'stylus' items that were not designed to work with touchscreens. The resistive screens tend to work solely off the application of pressure to the surface and do not rely so much on the heat coming off of whatever is touching the screen.

 

[mutten840]

@herbivore21 I know the next build will have a calibration button in the menu

 

[Samson]

@Samson I am one of those happy customers. But there have been found some ui issues that need adjusting as it has caused a few of the new owners to have blocking problems. The update will hopefully fix that and also put everyone on the same page in what their ui shows and such. This patch is not to give us better tuning alone. It is also to address the bugs. I only know the above as I have been helping bang on the ui to make sure future customers do not run into any possible issues that might tarnish the awesomeness of the hex nail

I understand. But fixing 1-2 urgent issues isn't the same as trying to fit in a bunch of other stuff including new feature requests, tunings, and what not. Keep in mind they said v1.1 would drop on Friday and apparently it still hasn't dropped which is more proof that v1.1 keeps getting bigger and more ambitious. At this point I wouldn't be surprised if it was delayed further and rationalized by "great news" that we're all getting more features and stable software. Please just give us our units that we've been waiting months for and we'll all wait for the bug fixes together... At least then we're all in the same boat, no?

"The perfect is the enemy of the good"

 

[Monsoon]

Ava, just wondering why you would focus on upgrading the software instead of shipping the backlog of orders? The units clearly work well even with a few bugs. Upgrading the software just caused another 1-2 week delay (based on what you've said). I was really anticipating and hoping I'd get mine this week. Major Bummer.

I just don't understand why you would focus on appeasing current users who are already enjoying their units while EVERYONE else has to keep waiting and have their expectations dashed. Again.

Its always better to fulfill and complete your current commitments before taking on new ones. I doubt anyone with a new unit would have cared to wait another couple of weeks for v1.1. Nor did they expect to be given such high priority at the expense of the backlog of orders, many aspects of v1.1 being enhancements and feature additions and not bugs.

You keep setting expectations and then moving the goal line. I haven't felt like Charlie Brown in a really long time. And it doesn't feel good.

They only have one coder on their team so they can work on software while the others build and ship units. If you read through all their other updates in the thread you'll see they've also run into countless issues with sourcing materials and redoing some boxes so sometimes it's just a matter doing other stuff while waiting on parts to arrive.

I get that you're impatient but hold tight, sounds like it shouldn't be much longer and units are going out. I've done a lot of first-run pre-orders and Kickstarters and delays and moving goal lines are par for the course despite even the best of intentions. Thinking about it, the delay among the first-run stuff I've bought in the last year has averaged 2-4 months past the original ship date and Hex-Nail is still in the low end of that range so far.

 

[HexNailAva]

Ava, just wondering why you would focus on upgrading the software instead of shipping the backlog of orders? The units clearly work well even with a few bugs. Upgrading the software just caused another 1-2 week delay (based on what you've said). I was really anticipating and hoping I'd get mine this week. Major Bummer.

I just don't understand why you would focus on appeasing current users who are already enjoying their units while EVERYONE else has to keep waiting and have their expectations dashed. Again.

Its always better to fulfill and complete your current commitments before taking on new ones. I doubt anyone with a new unit would have cared to wait another couple of weeks for v1.1. Nor did they expect to be given such high priority at the expense of the backlog of orders, many aspects of v1.1 being enhancements and feature additions and not bugs.

You keep setting expectations and then moving the goal line. I haven't felt like Charlie Brown in a really long time. And it doesn't feel good.

As stated by others in the thread there is only one person coding...ever. I'm writing this at of 1am PST and this is her current state:

She passed out on the couch in the shop 10 minutes ago after working for 58 hours straight to fix some pretty big bugs that were only pulled out of the woodwork by some of our customers like @mutten840, @Monsoon, & @PoopMachine (who are also helping a lot to resolve said issues).

Some of these caused a few units to have issues that were pretty severe so we are mainly putting out 1.1 to not only help current customers enjoy their units, but so the new units going out don't have these issues either.

You'll see a full list of fixes when we put out the 1.1 change log. The features we are implementing are bi-products of us fixing the bugs. We are able to implement while also fixing something because the problem and the feature fall under the same general category so we like to talk about the good that comes from the bugs being discovered. Who wants to hear about how we made the wi-fi on a a secured network more reliable about populating the IP address in your settings? (Well I mean I do, but I feel like I might be weird.)

I'm very sorry for the moving target that has been our ship goals. I don't think anyone in their right mind could have predicted all we've run into while trying to get these out to folks. But regardless of this I agree we need to be better about keeping out promises (re: delivery times). Liz tends to have very ambitious timelines for me and I need to start factoring what that actually looks like in the real world...but she works harder than anyone else here (including me) so I try to cut her some slack and keep the people honestly informed whenever possible about delays or setbacks the best I can.

The stress of these timelines being off or these units being late put me in the ER last week. And I say that merely as an example of how hard we are trying to get this done and out while still doing it the right way. We care about our customers (every one of them) and we just want to give everyone a phenomenal experience without having to get hung up on anything.

EDIT: v1.1 has delayed shipping out over the weekend (a few days). I've been working on assembly and getting our part time hands up to speed to try and get these out to everyone faster while 1.1 was being implemented.

 

[jesuswillis]

Are we going to see a UK 240v version?

 

[HexNailAva]

Are we going to see a UK 240v version?

The HN-01 is actually compatible with up to 250v already. The biggest issue we've been running into is finding any decent source for the coils themselves.

We actually got an email from the manufacturer we finally found that (supposedly) could make our 220v coils to our specs this morning saying that even though we paid them and it's been a week since we finalized our order that they can't actually make them.

So...at this point we're going to do it ourselves. Our plan is to spec out a 220v coil and have it sent to us bare. We'll then sleeve and terminate them in-house. We should have them available on the site as soon as we inspect and test a few in house.

We're running a few units at 240v without coils and they've been going strong for awhile now. We are in the process of getting this done right now so fear not, they are on the way.

 

[jesuswillis]

The HN-01 is actually compatible with up to 250v already. The biggest issue we've been running into is finding any decent source for the coils themselves.

We actually got an email from the manufacturer we finally found that (supposedly) could make our 220v coils to our specs this morning saying that even though we paid them and it's been a week since we finalized our order that they can't actually make them.

So...at this point we're going to do it ourselves. Our plan is to spec out a 220v coil and have it sent to us bare. We'll then sleeve and terminate them in-house. We should have them available on the site as soon as we inspect and test a few in house.

We're running a few units at 240v without coils and they've been going strong for awhile now. We are in the process of getting this done right now so fear not, they are on the way.

Great news keep us posted, I will be purchasing one when ready.

thanks

 

[Kalikron]

....The stress of these timelines being off or these units being late put me in the ER last week. And I say that merely as an example of how hard we are trying to get this done and out while still doing it the right way. We care about our customers (every one of them) and we just want to give everyone a phenomenal experience without having to get hung up on anything.

EDIT: v1.1 has delayed shipping out over the weekend (a few days). I've been working on assembly and getting our part time hands up to speed to try and get these out to everyone faster while 1.1 was being implemented.

Don't worry about it @HexNailAva, most of us would rather have a little longer wait and a better end product from day 1. I appreciate the fix before it's in my hand; especially if it saved me from experiencing a potentially sesh ruining bummer bug, on the maiden voyage with my new HexNail. That would've sucked way harder than waiting a bit longer. Again I'm sure I'm far from the only person that feels this way. Like others have said; you expect to deal with a few issues and a wait here & there when preordering/funding a new product/venture. It truly is, "Par for the course". Especially considering the production issues you gals have run into....noone could have foreseen/prepared for a "perfect storm" type of circumstances like that. Just keep on keepin' on with production and I know I will be here patiently waiting for my new HexNail.
Ps I can't speak for anyone else but it makes me feel better knowing others here at FC have received theirs already and they're working fine....takes away any little anxiety I might've had....now just can't wait for my new gear!!

 

[damm]

Don't worry about it @HexNailAva, most of us would rather have a little longer wait and a better end product from day 1. I appreciate the fix before it's in my hand; especially if it saved me from experiencing a potentially sesh ruining bummer bug, on the maiden voyage with my new HexNail. That would've sucked way harder than waiting a bit longer. Again I'm sure I'm far from the only person that feels this way. Like others have said; you expect to deal with a few issues and a wait here & there when preordering/funding a new product/venture. It truly is, "Par for the course". Especially considering the production issues you gals have run into....noone could have foreseen/prepared for a "perfect storm" type of circumstances like that. Just keep on keepin' on with production and I know I will be here patiently waiting for my new HexNail.
Ps I can't speak for anyone else but it makes me feel better knowing others here at FC have received theirs already and they're working fine....takes away any little anxiety I might've had....now just can't wait for my new gear!!

I wish I could say the same; having Ava not respond to emails has spooked me a bit. Committing to time frames and not making them.

Patience only works so long; I would rather have a buggy device in my hands because at least it's something... rather than nothing and not knowing when?

My hope is that the rest of the orders will be shipped but I am loosing my faith I won't lie.

 

[mutten840]

@damm If she is not responding. You can call +1-844-350-6245 I know they have been deep in production mode again and only came up from that long enough to work on a patch to fix the issues some customers had been running into (Some of these were show stoppers). Now that the patch is out, they have since gone back into build mode to complete as many of the pending orders. I only know this because I have been in direct contact with them and have been helping debug the UI. I am not getting any hookups or expect anything for helping. I did it to make sure others like you can get their units and to hopefully make sure there are no other random issues. I honestly think they are doing a great job with the time line. Even with the issues they have come up against. I know their utmost priority is to get the units that have been ordered out to the people waiting.

I would say call if you have any concerns as I know you have nothing to worry about as once you have your unit. You will be beyond stoked

 

[damm]

I'm aware that she is busy getting the 1.1 build out and until that's done my unit will not be burned in @mutten840

I think it's reasonable to be a little skeptical however original goals were dashed and smashed and we're mid through feb ... and I haven't heard from her since the 11th

 

[mutten840]

@damm I totally understand and did not mean to downplay your frustration with waiting longer than expected. I was just trying to give you a little more info since Ava and liz are back in work mode. The last time I spoke to Ava was a few days ago and she told me it was hardcore production mode time. I took that as they are putting shit into full steam to get more units out and to also try to get back on top of the ship dates. If you are in the Washington area around Seattle, I would love to sesh you out and let you check out the Hex nail up and close

 

[damm]

@mutten840 It doesn't really matter what mode there are in. I think I should have gotten a response or two since then.

It is very frustrating as I saw this as a X-mas Present for myself. Waiting another month is one thing; deep into the 2nd half of the month is completely different. Not getting firm shipment dates (way out would be better than not making them) isn't helpful.

 

[Monsoon]

I wish I could say the same; having Ava not respond to emails has spooked me a bit. Committing to time frames and not making them.

Patience only works so long; I would rather have a buggy device in my hands because at least it's something... rather than nothing and not knowing when?

My hope is that the rest of the orders will be shipped but I am loosing my faith I won't lie.

I have a buggy device that's being replaced, trust me it's not worth it over a working one out of the box and an extra wait. After all the waiting you finally get it and set it up and then realize you need to wait another few weeks for a working one. I'm not personally too upset as they're making it right and shipping out the new one first, but if you're anxious now imagine how you'd feel if that happened in your case?

The way I look at these situations is you have 2 options: continue waiting or try to cancel your order for a refund. Basically to be made "whole" in the end with either a working product or your cash back, neither of which is a guarantee when you buy an untested product from a startup. I hate waiting too but there's literally nothing you can do to speed it up so I find it best to try to put it out of mind as best I can and don't allow myself to get too upset over it.

I'm waiting on a few other first-run pre-orders, 2 IEM earphones are about to ship 7 months after the original shipping date and my Omnicharge power pack which was 100% guaranteed to ship in October won't be arriving until mid-March. These types of delays aren't intentionally malicious, stuff comes up that they just couldn't have planned for and they just need to roll with it as best they can. IMO Hex-Nail has been pretty transparent with regular detailed updates on what's going and being more forthcoming than they need to be with what's going on behind the scenes.

 

[damm]

I have a buggy device that's being replaced, trust me it's not worth it over a working one out of the box and an extra wait. After all the waiting you finally get it and set it up and then realize you need to wait another few weeks for a working. I'm not personally too upset as they're making it right and shipping out the new one first, but if you're anxious now imagine how you'd feel if that happened in your case?

I actually would feel relieved. At this point I would have something; you are right it needs to be fixed; but it's something in my hands.

I'm waiting on a few other first-run pre-orders, 2 IEM earphones are about to ship 7 months after the original shipping date and my Omnicharge power pack which was 100% guaranteed to ship in October won't be arriving until mid-March. These types of delays aren't intentionally malicious, stuff comes up that they just couldn't have planned for and they just need to roll with it as best they can. IMO Hex-Nail has been pretty transparent with regular detailed updates on what's going and being more forthcoming than they need to be with what's going on behind the scenes.

Communication is important; when people go offline (because they are busy with the product they are shipping) and you feel like you have to reach out on FC and say is this still going to be shipped? was the beginning.

Direct and clear communication when you cannot make a shipment date is an amazing tool. People are generally pretty forgiving provided you are clear and direct and they don't have to bug you for an update.... This is pretty close to pulling teeth because I emailed her last week and she responded and didn't answer all my questions. So I responded trying to confirm my question and have not gotten a response on it.

I was excited when I ordered; now i'm wondering in my head how does a controller overheat? I've never had one even get hot to the touch let alone luke warm.

 

[mutten840]

@damm I might of missed it. But where did one of the controllers over heat? The issues that were show stoppers were locking up some of the units and in turn they had to be sent back to be reset with updated software.

 

[damm]

@damm I might of missed it. But where did one of the controllers over heat? The issues that were show stoppers were locking up some of the units and in turn they had to be sent back to be reset with updated software.

I saw a picture from a user who was showing it was saying too hot on the screen and it would cut the coil. Maybe they had it plugged in wrong?

Software is updatable. Sure it might be annoying to update something while you unbox it; and give the developers a few days in transit to keep working.

There will be no perfect version or great version to ship; there will always be bugs. So waiting for stable software when you know there are going to be bugs in the future seems absurd.

 

[Hogni]

Does anyone know a new product by a new company which comes pre-ordered without any failures just in time? I dont know one. Alone look around on FC. I nor cant remember any new product which was flawlessly working when it came neither one which came just in announced time. After all longrtime experiences it would be a miracle if one of these probs wouldnt appear.

Do you believe in wonders? If yes, be disappointed if it will not come true if not keep calm.
There are a lot of companies which announce time lines just talking at large without any real base.

Others are planning realistically on first view but without planing in possible occuring disturbances.
And there are occuring disturbances nearly ever. But you have to be experienced knowing that and to plan it realistically in. And sometimes just the wish as father of the thought is the devil in detail while neglecting possible occuring distubances.

All in all the Hex Nail crew seems to make a good job and is communcating their issues pretty well.
For sure its very disappointing not to get a reply from CS to open requests. This shouldnt happen.

But being disappointed to an unhold timeframe set more or less arbitrary somewhere in the past under this circumstances its a little naivly in my eyes. I dont mean a special person, so dont feel hurt, its just a common statement

And I wouldnt also send a device with obvious malfunctions to customers just to hold a originally set deadline. As a customer it would drive me very angry if a comapany would do so.

All this knowing I never pre-order something in face of all possible troubles.
I want to order a Hex Nail but will wait with my order until everything is ok. Function, reliability timemarks, CS etc.

Sometimes you have to hold back your greediness and wait for a all-clear. THEN there are much less reasons for exculpations and much more to get excited.

 

[invertedisdead]

So ask for a refund and order again when they are actually in stock and shipping?