Dan.
I’m like several above—not much of one to gripe, and have just rolled with the punches for the last couple of years. But here I am, adding to the forum. Finally.
Things don’t add up. Here’s why:
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I’m in the first group of ordering a Basic + Filter (Oct 22, 2015). I’m in the U.S. so shipping shouldn’t be an issue. But several posts are from people ordering considerably after and receiving their units before my expected (LOL) ship date of Dec. 29, 2017. Others in this string are seeing the same thing. Seems the order dates are arbitrary. And likely are. You mention your algorithm in production / shipping is complicated, and other factors (I’m sure including the growing cancellations, squeaky wheel customers, etc.) but shouldn’t it just be easy to deliver on sequential orders? Until we receive our orders, we’re all just disgruntled investors.
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Air Filter will show up for me (theoretically) May 12, 2018. Isn’t the filter basically a fan, box and tube? I would’ve thought your engineers would have that figured out pretty quickly. I’m sure you’ve allocated all personnel to focus on getting the GF to work right, but seems an odd thing seen from the point of view of your not-as-eagerly awaiting customers.
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I go to my purchase history, and it shows the value of a $2,505 discount because I was one of those optimistic folks that ordered with the first group. However, you list the GF there at $4,000 with a $1,000 Air Filter. But on the Pre-Order page on your website, that’s listed at $3,745 to preorder instead of $5,000. So the listed “discount” on my purchase history is $1,240, not $2,505. This might be splitting hairs a bit, but don’t tell us we’re getting a bigger discount than we really are. By the way, $2,570 for my initial price has a 6% annual return (conservative) in interest of over $300. I take it that’s how you’re funding your additional “bonuses" for those who wait (the $150 in mats, $20/mo. for delay, etc.) So are we really getting something extra?
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Speaking of the $20 / mo. credit, when was the starting time for that? When we were told our GF would initially be shipped? For us in the first group, that would be what, Dec 2015? Or is it when we were told the second time? Or the third? Or the fourth? Or the… If it’s from the original ship date at the time of the order, that would make it a $500+ credit so far for the first group—which is a decent consolation for people who waited an inordinate amount of time (and really no skin off your nose, as your cost for that value is minuscule).
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And back up to my point #3. Just a thought. If you list on our purchase history that a basic GF and filter is $5,000, then give the option to upgrade to a Pro, for $995 (the difference for the additional price posted on your Pre-Order page), provided that doesn’t change our ship date. Or less if it does.
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On your preorder page, you mention that if I buy today, my product WILL be scheduled for shipment in 1 month. Are you bumping your loyal pre-order early adopters for newer orders that bring you more money? Just makes us who have been waiting so long wonder.
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It seems to me that Glowforge got caught in the “what-if” dilemma of product development. You get it to 90%, decide to improve it to the 2.0 model. Get that to 90% and decide to improve it to the 3.0 model, etc. Just my perception, but at some point you have to say go, and then keep developing the next gen. Because this has been 2 years in the making, for technology, that’s a lifetime — is it still current, or are we going to receive a product out of date? Your competitors are catching up. Fast.
We want things to add up—to make sense. Please offer any clarity to these that you can. Those of us who have been the GF faithful are losing (or lost) hope. We want(ed?) to be your best advertising by what we tell our friends, business associates and family. And that doesn’t make the future of Glowforge look very bright. Just a point of view from one of your less enthusiastic investors — and maybe someday, customer.