Dear Eve People,
This update is for you. In this post I’ll go into more depth of what has been happening behind the scenes and why some of you have had a terrible experience with us.
But before I jump into the details, here is a very short version for those of you who don’t have time, are not in the mood, or are not so interested in reading the whole thing:
Current situation as short as possible:
As you might know, back in April we shared with you that our main shipping bottleneck issues were caused by funds frozen in payment processors. We expected some funds to be frozen, but not in the amount that actually got withheld. The agreement we reached with our payment vendors was that as we ship devices out and provide tracking numbers, more funds get unfrozen to us. Frozen funds dramatically decreased the speed of production and shipments. As a result we have been shipping Vs out but at a slow rate. In short, your funds are not lost but frozen.
In the meantime, we have also started looking for external funding to provide working capital and avoid problems with frozen funds once and for all. We have had a lot of investor meetings and now we are in final stages of the discussion with them.
That was a quick recap, so now let’s look at the current situation:
We have been successfully shipping Vs according to customers’ estimators. As of now, 65% of orders are fulfilled.
We will keep shipping Vs at a steady pace as more funds get unfrozen. Shipping estimators will be updated to reflect the latest schedule.
Components and other parts needed for production are all in the warehouse, fully paid for, and are ready for assembly as we get more funds unfrozen.
We have promised you to provide a refund option in case if your V has not been shipped by the end of June
We understand that some of you may be frustrated with the delays and our slow support responses. We are very sorry.
To those whose Vs have not been shipped yet we will send out an email newsletter with the latest schedule and information about the refund.
Now the longer answer:
First of all, we understand how bad you must feel about our delay and slow support responses. We are very sorry. Your frustrations and justified anger over the situation, dominating our community lately makes all the sense in the world. The fact that we have not fulfilled our promises in terms of delivery to some of you, justifies anything you have to say towards us. I can’t emphasize it enough, we feel it and we are incredibly, straight-from-the-heart sorry. I feel and I am responsible for all of this. I don’t want to run into excuses why this or that mistake was made as no explanation will justify you not having your V yet. I want you to know that I take every responsibility for this. I am working with payment processors and partners daily, to get each and every V shipped.
Every time a once super enthusiastic buyer (Let’s call him Sam) turns into a frustrated one, I keep thinking about him. How can I get the V to Sam? How can I help Sam? You are all a Sam to me and we are not gonna let you down.
At times, community and our customers (not people but rather the expectations we’ve set of ourselves) have been the source of the worst and darkest moments of my life. Three-quarters of my insides were frozen solid when I learned about screens not making to the warehouse while all of the components were ready for production. Being radio silent at times when we didn’t understand what just happened ourselves, being ready to ship out to flash sale buyers and finding out that bulk of funds got frozen up, not fulfilling promises we made— have been a source of anguish for us. Depending on other partners for shipping Vs to you is the worst thing that can happen as we don’t have much control over it. And we are sorry for this!
At times, most of the times, our community, our customers were the source of the best, most joyful and meaningful moments of my life—seeing the community grow from 5 to 8000+ plus members, breaking crowdfunding world record as fastest campaign to reach 100k USD across any platform, community meetups. Oh the community meetups! Those are absolutely the best. Seeing people from all walks of life passionate about the product our team has created.
Our community is family to our team. (Community was first to know I am getting married after my parents and best-man) Some community members are even making it to my wedding.
I realize that I suck at these posts, and instead of trying to find excuses, what I am trying to show is that our
honest intentions are to do everything we can for you!
I know that in terms of customer experience and other aspects we are not yet on par with Apple, Microsoft and Samsung. We are improving. The point is, you get to define us! Every wild idea you have, every support request you write shapes our team!
Today your support means more than ever. Hopefully this update we are writing today shows that we deeply care for each one of you and we have only the best intentions.
We’ve spent more than 4 years building Eve. All of you mean a lot to us! We literally live for this and we are very committed for delivery of what you deserve.
Some people live on Planet I-got-my-V-and-I-love-it. Some live on Planet My-V-Hasn’t-Shipped. No matter what planet you are from, my message to you is this:
Our funds maybe be frozen, there may be delays,and yet… and yet we will prevail. We be will making the best products out there with amazing community of ours. Why? Because we LOVE what we do. And we LOVE our people! We are committed. None of the responsibility is on you. It’s all on us! We deeply care about you folks even if it doesn’t show at times because of the fast pace of our business. We will make it right. This is our promise to you! It will take time, there will be bumps and mistakes ahead but every community member and customer of Eve will eventually get what he/she deserves!