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The next topics are about team future plans, personal stuff, and what we learned.
The most important question is “when is my V getting shipped, if it has not already?”.
Let’s zoom out for a moment.
As you know, our team has faced a lot of challenges along the way but with your support, there were nothing we couldn’t overcome.
Just wanted to say thanks once again for all your support!
When is your V getting shipped if you didn’t get one yet?
We understand that as a customer, all of the challenges we have should not affect you. We fully understand this, and take full responsibility for this at the end of the day. This video is not about passing the blame on others or providing false hopes, but rather to give exact information under which our team operates internally.
While we are looking for an investor and our funds are frozen, we are shipping Vs ordered at our store at a steady rate. We will get all of the Vs shipped by the end of June.
At this point we would rather overestimate than under deliver.
As mentioned, Vs are getting shipped and end of June would be the latest date. In order to provide better and more accurate information regarding your specific order, we are going to implement a “Shipping Estimator”. It will provide specific estimates for your order delivery time that you will be able to follow by logging into your Eve account. It should take about two weeks to have this in place for you.
We know that we cannot make up for lost time with your V, but we really do appreciate your patience. For everyone who place order before March 1, we will issue a 50$ gift card next week to use on our web store.
We know that shipping schedule might not be workable for some of you.
As we keep shipping Vs more and more funds are unfrozen and we will make sure that if by the end of June orders placed from 4th of December to 4th of April are not shipped we will provide a cancellation option.
Will we be able to buy additional accessories separately?
Yes. Mid May. They will be shipped out from the Hong Kong directly without additional duties or customs. Accessories delivery will take 1-2 weeks from the moment of order based on the delivery location.
Production process batches
We try to ship as many orders as possible based on what comes off the production line. Orders are prioritized by the order date. There are no batches, these were a thing from IndieGoGo times.
We tried to implement swaps to help out customers. Many times a customer would say they would take the spot, but then back out as they wanted to order another configuration from the store.
Most people got them but if you still didn’t, you will by the end of May. There was a stock issue with a few items like the pen and power brick. If your order had, let’s say, a sleeve and pen missing, then it would still be delayed.
Will everyone who has received a V be sent a survey? If not, how do you decide who the survey is sent to?
It was sent out randomly to users. We will be sending out surveys to everyone with the V in May.
Also, what do you define as a high satisfaction rating?
So far it was 8,5 out of 10. We know we have room for improvement especially in customer service and overall delivery experience.
Our designers aren’t Belgian and we wanted to understand what keyboard is actually used in the Belgian market. As you, know we decided to create layouts together with the community to make sure it really fits the needs locally.
Where is my money?
Your funds are either have already been paid to a supplier in full or partially frozen
Will Eve ever deliver some Products in the promised time frame?
Yes that’s the plan and our goal. That’s why we are going after an investment too!
Will Eve ever be honest about what is going on during production / delivery?
We are actually honest!
What’s up with bad pixels not being covered under warranty?
We adhere to the pixel policy of our screen vendor.
From last week's live stream summary:
35:55 Someone in chat asked about warranty for pixel defects. We follow the quality standards set forth by our panel manufacturer Sharp. Their pixel defect tolerance is low, but we do not have a zero-dead-pixel policy.
37:00 If you have pixel defects, please contact support. We will try to find a solution for you, even in cases where we cannot replace the device under warranty.
37:31 There are similar standards for backlight bleed (light leakage, usually along the bottom of the screen). At this point we are not big enough to influence the quality standards of big manufacturers.
Is the support experience going to be improved? Which way?
Truly all of these issues have put a lot of pressure on support but we can see a few clear areas to improve on:
- As we have a lot of orders, hiring more support stuff will be a priority once the investment is in
- Implement shipping estimator.
- Get investor to move things faster
Have the hardware/software issues reported on the forums (ghost touches, battery drain, etc.) been fixed in the units shipping now?
We have extensively covered this in the previous live stream.
You can see the video or read a summary here.
m3 Vs are no longer available, will all m3 Vs ordered be produced?
Yes, absolutely. We have all of the components with a good buffer for any issues that may arise.
Does the payment method have an effect on the ship date of the Vs (CC vs PayPal vs ??)? Will buyers using payment processors that are willing to release funds sooner have better shipping dates?
The payment method does not affect the shipping date.
Does the keyboard layout/language have an effect on ship date?
Nope, it doesn’t.