Hex-Nail (HN-01) - RIP

[Samson]

The logic that just because other new products were delayed that its ok to have severe delays is utterly flawed. One thing has nothing to do with the other. I've done many many kickstarters and many have NOT been delayed. And the ones that were delayed this severely always lead to a lot of discontent.

Telling someone to ask for a refund after all the months of hype and waiting eagerly for months is also not cool at all. We have invested time, resources, emotion, and patience and we have a right to express how we feel. People have different circumstances and tolerances hence the different reactions. If you are patient that's great, I have been in the past with some kickstarters that instilled more confidence in me. Keep in mind its not like we haven't waited many weeks already. We have just like you. And trust me on this, had it not been for many people complaining on some projects things would have been delayed much further in most cases.

As I predicted last week, v1.1 was supposed to drop last Friday, then "later that evening" on Monday, and now its Friday again and no word. Thats why it should have been ONLY a critical bug release if even that. When Apple or anyone starts shipping their new iPhones they don't stop shipping to deal with bugs even though they've been in a similar situation several times. Most people value timeliness over an absolute perfect product. And for those that want a perfect product they have the option to wait for the release with the product in hand. No one is forcing you to use it. We, on the other hand, have no choice.


I really think the main issue here is they just haven't properly set expectations. And just because they are detailed with some of the challenges they're facing doesn't mean its excused. In fact, in many ways its better not to go into so much detail. As they continue their business they will realize that its better to keep their personal and business challenges much more private and stick with general statements. Trust me I've been there. Because customers now can also do the same thing. They can start going into detail on how their delays are affecting their lives, especially with a medical product.

I don't mean to be overly critical. I really mean well and wish them the utmost success. I do believe they are very capable and talented and hope they can get through this initial period.

 

[Baron23]

When Apple or anyone starts shipping their new iPhones they don't stop shipping to deal with bugs even though they've been in a similar situation several times.

Apple? You are comparing a two woman operation to Apple. Wow.

 

[Samson]

Apple? You are comparing a two woman operation to Apple. Wow.

Lol, I knew when I wrote that someone would reply that way. Obviously its not the same but the point is still valid on its merits. Just used Apple because they're well-known and the Hex-Nail is the iPhone of enails

 

[toros23]

Yeah, baron23, sounds like someone has an axe to grind. Maybe the competition in disguise just throwing out FUD??

@Samson, maybe just do a quick search for "apple delay" and get back with us in a week or two after you get through it all. Apple has a massive amount of resources, so you basically just made the case for Hex-Nail that we should all be even more understanding.

 

[Samson]

Yeah, baron23, sounds like someone has an axe to grind. Maybe the competition in disguise just throwing out FUD??

@Samson, maybe just do a quick search for "apple delay" and get back with us in a week or two after you get through it all. Apple has a massive amount of resources, so you basically just made the case for Hex-Nail that we should all be even more understanding.

Oh I'm familiar with Apple's delays and guess what? People complain and express their discontent just like I am, nothing wrong with that. In fact, I've been in this position before where I've been late delivering a product to eager customers and the delays were also not my fault. I wasn't defensive about it, I channeled that energy into trying to get things done and did my best to please everyone. And I will say that the discontent people expressed was frustrating at first but became very eye-opening and beneficial (in hindsight). And some of our 'loudest' customers ended up being some of our best. A little tough love never hurt anyone.

Aside with being frustrated by delays many of which are clearly legitimate and completely excused, I feel that some mistakes are being made right now that are causing more delays and they can be avoided. When the update started getting priority and filled with extras it just didn't make sense to me. That along with the continued mismatched expectations. Don't give dates if you're not going to deliver. Prioritize your early adopters who know its a new product and willing to live with some bugs for a week or two.

Generally speaking if there are bugs that are that serious it means the product wasn't adequately tested. Perhaps setting up a beta team like our brothers at cca710 did would have been advisable? In that scenario you send out a Beta product to the same people who got it early and when you release the software you release a nearly bug-free v1.0. The point is to learn from these mistakes and move on.

I am not the competition, quite the opposite. It is sad though that if someone expresses some legitimate discontent that people start crying FUD. This is not personal at all and my discontent is way less than my eagerness to try such an amazing product. Neither praise nor criticism should be silenced.

 

[invertedisdead]

Telling someone to ask for a refund after all the months of hype and waiting eagerly for months is also not cool at all. We have invested time, resources, emotion, and patience and we have a right to express how we feel.

What is there to lose by buying when the product is in stock again?

 

[PoopMachine]

Last I heard there is one outstanding issue holding back 1.1 and it's wireless related so I think we want that fixed before they push it out.

I've been using my unit every day since I got it. Operational wise it's solid but I think had they sent a zillion units out, the uproar over the UI funkiness would have been huge so damned if you do, damned if you don't.

Keep in mind this is a two girl operation with a couple of helpers. It ain't Apple.

 

[damm]

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

I originally tried that in the response but the question was avoided. I've asked again but like I said no response since last Saturday.

I wasn't as direct; I was trying to be nice. But my words were

"If you can't ship it now refund my money and I'll gladly be a customer when things are worked out".

Instead of responding she said once 1.1 ships they can test the box and ship it Monday (the 13th)

I am trying to be reasonable but I am also aware that it gets harder to chargeback (if Ava continues to go MIA) the more time goes on. I'm nearing the 90 days (10 days away).

Yeah, baron23, sounds like someone has an axe to grind. Maybe the competition in disguise just throwing out FUD??

Even if you are right; that's not very helpful pointing out. At this point it's easy to blame the expectations; and missed expectations. Really beyond that I don't think there's a real issue; the product can be pretty amazing but people have to have it.


That's part of my issue is seeing everyone else get theirs almost a month now before mine. A week difference in shipping won't matter to anyone. But it's no longer a week delay.

Edit: whoops quote bad

 

[PoopMachine]

I don't know that I'd stress that much. Ava is reasonably accessible and I do think they're going to be around for a while. I texted her a bit ago and asked her to stop by and weigh in.

Keep in mind it's a full time job just to handle communications and she's assembling and testing as well.

@damm I think you'd be more upset dealing with the UI issues unless you're a tech nerd like I am.

 

[damm]

I don't know that I'd stress that much. Ava is reasonably accessible and I do think they're going to be around for a while. I texted her a bit ago and asked her to stop by and weigh in.

Keep in mind it's a full time job just to handle communications and she's assembling and testing as well.

Indeed it can be; just think how amazing it would be if she hired someone to manage the communications for her so she could just work. Hopefully I would have better expectations (or know what to expect at this point)

 

[PoopMachine]

Indeed it can be; just think how amazing it would be if she hired someone to manage the communications for her so she could just work. Hopefully I would have better expectations (or know what to expect at this point)

I agree and I do think they will get there. I dont know if theyre still shipping units or if they're waiting for 1.1 but the UI issues arent fun to deal with. Once you get it connected to your network tho, you can do everything through a web browser and thats much easier to deal with. But.. you gotta have reliable wireless for that.

She and Liz worked with me earlier this week to SSH into the unit and change some settings but I havent cut the unit off since we did that.. Id rather just leave it on with the coil powered down than deal with some boot up issues Ive had.

Its a fantastic unit tho.. first night I got it, I asked Mrs P for her opinion. Now she wasnt feeling real well that night so her reply was "It heats it up. Thats my opinion." Every night since then tho, its been "Damn, Im STONED" every time she uses it so Id say the mojo is still working.

 

[Baron23]

As I read these recent posts, I am remember of life's lesson in life that some people just want to be pissed off and are inconsolable, so don't try.

No use reasoning or arguing. Just move one.

 

[damm]

I agree and I do think they will get there. I dont know if theyre still shipping units or if they're waiting for 1.1 but the UI issues arent fun to deal with. Once you get it connected to your network tho, you can do everything through a web browser and thats much easier to deal with. But.. you gotta have reliable wireless for that.

She and Liz worked with me earlier this week to SSH into the unit and change some settings but I havent cut the unit off since we did that.. Id rather just leave it on with the coil powered down than deal with some boot up issues Ive had.

That's very scary; I was already going to deploy this to a non-networked access point. Unfortunately I have VPN's and a bit of everything floating through my network so the notion that someone might have access to that is unbearable. So I really hope that It works without any internet access or that will be a deal killer.

As I read these recent posts, I am remember of life's lesson in life that some people just want to be pissed off and are inconsolable, so don't try.

No use reasoning or arguing. Just move one.

I won't apologize if I come off upset because I have been watching people get their boxes and waiting and waiting... Ava has since CC'd everyone on the first round so everyone has everyone's email... and all the 'it will ship Monday' to me felt like she was committing to it. But then she has committed several times if you go that way.

No firm shipment date; no response recently. It maybe angry but unfortunately it is to be expected at this point. If I come off annoyed it's because I am tired of everyone standing up for Ava as really she's the only one that needs to speak for herself.

It's the excuses; and they are that at this point.

 

[mutten840]

@damm Is it wrong to defend someone you like and stand behind? I feel like they are working through the issues and also trying to keep things on track. You also get we are just like you. Except that some of us have the units. While others wait. Do you get mad at people in a coffee shop that got their orders before you and now you are waiting? I am not sure what you think getting mad at any of us is going to achieve beyond forcing us to step up and defend Ava and Liz. We all get you are unhappy with the ship dates being delayed and the lack of response from Ava. But have you once tried to call the number they have posted on their site? If I want answers, I always go to the number as I want to speak to someone sooner than later.

The issue with the network connection is the one major issue I know they are working to finalize. The units will work even if they are not connected to a network. It is purely for you to be able to get software updates and to be able to open the UI in a browser from a local computer or mobile device. There also is an ON OFF setting for the network and so you can disable all together when not needed.

I think at this point we all completely get you are unhappy and honestly I am not sure what else you think is going to happen by arguing with any of us over what is fair and unfair. We are just customers and on lookers, just like you.

Hope you dont take this the wrong way. I am just trying to show you it does no good to pick fights with people trying to stay positive about something you have already made your mind up on.

 

[damm]

@damm Is it wrong to defend someone you like and stand behind? I feel like they are working through the issues and also trying to keep things on track. You also get we are just like you. Except that some of us have the units. While others wait. Do you get mad at people in a coffee shop that got their orders before you and now you are waiting? I am not sure what you think getting mad at any of us is going to achieve beyond forcing us to step up and defend Ava and Liz. We all get you are unhappy with the ship dates being delayed and the lack of response from Ava. But have you once tried to call the number they have posted on their site? If I want answers, I always go to the number as I want to speak to someone sooner than later.

You act like they cannot speak for themselves? I was raised a feminist and I am offended at how people defend women like they cannot speak for themselves let alone defend themselves. So yes it is wrong because I wasn't asking anyone to tell me that they device will be there; or share a session with them. I was venting my frustration at it not being shipped and instead of it being ignored I feel like you are trying to treat me like I am in the wrong for complaining.

So I didn't wait 7 months for some earphones; that makes me a bad person? Yes things happen; but communication is important and if people miss their shipment dates (or commitments) they should make up for it. Not make further excuses

 

[mutten840]

@damm I will state again. We are just people trying to keep things on a positive note and if you cannot dig that. Then you are def in the wrong place. We all vent and it is obvious you are beyond this. I do not know you, but feel you are making it personal. Maybe this forum is not the place for you =(

I personally am done responding to you as there is nothing you want than to start shit with strangers and I just dont have time to waste on that. (Sorry)

 

[NickDlow]

I say screw it, send him a buggy unit then see how 'unhappy' you are lol. I bet the next post will be 'wtf did you send me an unusable unit for?!?!'

 

[damm]

@damm I will state again. We are just people trying to keep things on a positive note and if you cannot dig that. Then you are def in the wrong place. We all vent and it is obvious you are beyond this. I do not know you, but feel you are making it personal. Maybe this forum is not the place for you =(

I personally am done responding to you as there is nothing you want than to start shit with strangers and I just dont have time to waste on that. (Sorry)

I really didn't want to start trouble with anyone. I had tried several times to email @HexNailAva and haven't had a response since the 11th. So I made a post and now I feel like I am having to defend myself when I feel like what I stated wasn't too hard.

Communication, if you are missing your target you communicate and let your audience know this. I dont' want to attack anyone but I do feel like everyone made a joke of this.

Quite simply; if you haven't heard from her and you don't know personally anything other than what you saw on the forum. It would have better to not respond; as I never asked to be told that I have nothing to complain about because I have waited over 7 months for some headphones.

I say screw it, send him a buggy unit then see how 'unhappy' you are lol. I bet the next post will be 'wtf did you send me an unusable unit for?!?!'

Exactly my point of an unhelpful response. One could make the comment that my responses are not helpful now either; but they were right before everyone tried to derail it.

It's not about being positive or negative; it's about being real. I put out money for a pre-order and I waited and waited; I have been told it will ship over 3x and it hasn't. So I really don't know why you think I am unreasonable.

I find it 100% reasonable

 

[NickDlow]

I really didn't want to start trouble with anyone. I had tried several times to email @HexNailAva and haven't had a response since the 11th. So I made a post and now I feel like I am having to defend myself when I feel like what I stated wasn't too hard.

Communication, if you are missing your target you communicate and let your audience know this. I dont' want to attack anyone but I do feel like everyone made a joke of this.

Quite simply; if you haven't heard from her and you don't know personally anything other than what you saw on the forum. It would have better to not respond; as I never asked to be told that I have nothing to complain about because I have waited over 7 months for some headphones.



Exactly my point of an unhelpful response. One could make the comment that my responses are not helpful now either; but they were right before everyone tried to derail it.

It's not about being positive or negative; it's about being real. I put out money for a pre-order and I waited and waited; I have been told it will ship over 3x and it hasn't. So I really don't know why you think I am unreasonable.

I find it 100% reasonable

I just said you should get a buggy unit like you wanted. How is agreeing with you unhelpful?

Many of us here have been jump starters on many other projects. Shit happens. But if you want a unit that doesn't work I say they should send it to you lol that's all.

After they do I doubt you'll be happy. I know I wouldn't be especially if it's a known issue and you've already waited.

I personally would opt to wait for a working unit. Call me crazy...

Give these people, who are starting a new company the benefit of the doubt. Idk why you're so focused on them being female. If they were guys you'd get the exact same replies, given their names would probably be a little more masculine.

Yes they could hire someone for customer service but then again I bet they want to make a profit before hiring more people. Can't hire someone if you can't pay them.

Don't know why I'm responding honestly but I had a shitty day and I'm bored. So here's to .

 

[mutten840]

@damm How many times does it take you stating the same thing to us. Before you are satisfied "we Get It". We got it the first time you said it. At this point we have offered all the help we could and you either did not like it or felt we were protecting them because they are women (Still digesting this one and the fact you felt it was appropriate) You have nothing constructive to offer and so you are now getting nothing constructive in turn. This is a forum with a sub section for Hex Nail. It does say anywhere "Come on in and get pissed" everyone here is trying to either make sense of the units and how they work. Or are waiting for more info on when theirs will ship. But that's it. They do not own or police this forum. We and the mods do. @NickDlow responded in a natural defensive manner due to your responses. It is a natural knee jerk reaction based on how you have been acting.

 

[HexNailAva]

There's a lot to respond to here but I wanted to just say that we'll address a lot more asap.

We're out right now at a doctor's appointment for Liz. I had to get some emergency adjustments at my Chiropractor after throwing out my hip yesterday.

We'll have more when we get home.

 

[Stu]

I really didn't want to start trouble with anyone. I had tried several times to email @HexNailAva and haven't had a response since the 11th. So I made a post and now I feel like I am having to defend myself when I feel like what I stated wasn't too hard.

Communication, if you are missing your target you communicate and let your audience know this. I dont' want to attack anyone but I do feel like everyone made a joke of this.

Quite simply; if you haven't heard from her and you don't know personally anything other than what you saw on the forum. It would have better to not respond; as I never asked to be told that I have nothing to complain about because I have waited over 7 months for some headphones.



Exactly my point of an unhelpful response. One could make the comment that my responses are not helpful now either; but they were right before everyone tried to derail it.

It's not about being positive or negative; it's about being real. I put out money for a pre-order and I waited and waited; I have been told it will ship over 3x and it hasn't. So I really don't know why you think I am unreasonable.

I find it 100% reasonable

You have made your point that you are unhappy perfectly clear to everyone by now. You can stop doing that now as we have a rule:

• Don’t attack products or companies. You can post your opinion, and you can criticize, but posts written to offend are not allowed.
  • Please do not revisit an issue unless you have helpful information or constructive comments to add.
  • Use of the forum to blackmail companies will not be tolerated.
  • Posts in this regard will be evaluated based on perceived intent.
• No trolling. Please do not post any content that disrupts the peace and harmony of this board. Don’t post for or the purpose of starting a dispute.

Any further posts along the same lines will be deemed to be rule-breaking and warning points will be issued, so please do not comment further unless you have something new to add.

Thank you.

 

[PoopMachine]

There's a lot to respond to here but I wanted to just say that we'll address a lot more asap.

We're out right now at a doctor's appointment for Liz. I had to get some emergency adjustments at my Chiropractor after throwing out my hip yesterday.

We'll have more when we get home.

Just say her name and she appears.... Hopefully not like Beetlejuice.

 

[HexNailAva]

Just say her name and she appears.... Hopefully not like Beetlejuice.

Not sure I'd really like to do anything the way Michael Keaton does it

ALSO.

As frustrating as I know the wait has been (from both sides of the pre-order line) we have officially released software v1.1.2! We've had a few folks in the field grab the update already and we're working with @PoopMachine now to get that unit finally (all the way) up to snuff.

For those of you wondering why we took the time to release a software update in the middle of trying to get units out here's the simplified change log for v1.1.2

ANYONE WITH AN HN-01 SHOULD BE ABLE TO UPDATE AFTER A REBOOT. THE PROCESS IS FAIRLY QUICK AND PAINLESS.

Since the issues are pretty minor at this point software wise we are officially focusing on assembly only until we are caught up with all of our orders.

After that we'll fix any bugs uncovered in 1.1.2 while we build units with an update for everyone who has a Hex-Nail! As units are received please let us know any bugs or issues you run into. It helps us immensely. We test what we can but there are always situations we can't plan for here and there.

We are planning to go dark for awhile within the next few days but we want to tie up the loose ends a bit beforehand. There will be an email going out to our customers soon with more info.

All we can do is apologize and say that we are officially all on builds now. We'll do everything in our power to get these units out quickly & cleanly to all of you soon.

 

[scalescliffs]

We'll do everything in our power to get these units out quickly & cleanly to all of you soon.

omg HomeKit integration!!

"hey siri, please set the nail to 595"