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Okay, back story is it looks like a man is wanting some game controllers, and is trying to contact the company he ordered them from . Here is a copy of the transcripts:
I got an incredible email today from a Penny Arcade reader. Dave shared with me an email chain between him and Ocean Marketing (the folks behind the Avenger controller) Trust me when I tell you that this is one wild ride. I’m serious, Mr. Toad would look at this ride and just give a slow clap while shaking his head. I have tried to arrange this as best I can in chronological order. I’ve also removed email addresses and other private information. So let’s just jump right in, here is Dave’s first mail to Ocean Marketing:
From: Dave
To: Ocean Marketing
Dec 16, 2011, at 1:34 PM
I ordered 2 of the upcoming PS3 controllers (invoice xxxxxxxxx—Nov 3, 2011). Any chance of getting an update of when these items will ship? I’m not really happy about being forced to pay upfront then have the advertised date of “Early December” be completely missed without any sort of update on availability. I really need one of them for a X-mas present as well. Anyways, looking forward to finally using one of these bad boys. Thanks and happy holidays.
-Dave
From: Ocean Marketing
To: Dave
Dec 16, 2011 2:45 PM
Dec 17
- Paul Christoforo
From: Dave
To: Ocean Marketing
Dec 19, 2011, at 11:02 AM
Thanks for the reply Paul. Can you clarify whether my particular order already sent or if Dec 17 was the first day shipments went out? I have not received any sort of shipping confirmation email or tracking information.
From: Ocean Marketing
To: Dave
Dec 19, 2011 11:21 AM
They still haven’t shipped yet on the way here from china
From: Dave
To: Ocean Marketing
Dec 20, 2011 4:29 PM
So then delivery to customer doors by December 24th is no longer likely correct? Do you have an estimated date of when units will arrive in California? Thanks.
From: Ocean Marketing
To: Dave
Dec 20, 2011 5:11 PM
They are in the USA now in customs so its wither before or after Christmas.
From: Dave
To: Ocean Marketing
Dec 26, 2011, at 9:47 AM
I noticed the updated info on the webpage, and I don’t understand why there is absolutely no benefit given to those like me who have already ordered, and paid their money. You’ve had my money interest free for nearly two months, yet now ANY new order will get $10 off….meaning I should just cancel my order for 2 controllers, get my money back, then re-order.
My other questions is regarding item compatibility. Ocean Marketing seems to be involved with the Xtendplay controller holder, so I was wondering if the Avenger N-Controller can be used in conjunction with the Xtendplay (for both Xbox and PS3)? Thanks
From: Ocean Marketing
To: Dave
Dec 26, 2011 10:14 AM
Yes it can be used with xtend play if you remove the stand and no one is allowed to cancel and re order if we catch anyone doing it we will simply just cancel your order all together and you can buy it retail somewhere else.
Things happen in manufacturing if your unhappy you have 7 days from the day your item ships for a refund. You placed a pre order just like any software title the gets a date moved due to the tweaks and bugs not being worked out and GameStop or any other place holds your cash and im sure you don’t complain to activision or epic games so put on your big boy hat and wait it out like everyone else. The benefit is a token of our appreaciation for everyone no one is special including you or any first time buyer . Feel free to cancel we need the units were back ordered 11,000 units so your 2 will be gone fast. Maybe I’ll put them on eBay for 150.00 myself. Have a good day Dan.
At this point Dave is (I think) understandably frustrated. His next email is sent to me as well as Kotaku and a few other news sites.
-Gabe
From: Dave
To: Ocean Marketing
Dec 26, 2011 12:11 PM
Then cancel my order if you want to. I’m making a legitimate complaint about your poor communication and you’re the one stooping to childish levels, a patronizing attitude, and threats. Hell you can’t even get the spelling of my name right.
And Gamespot pre-orders…wow what a terrible comparison. Retailers take a couple dollars IF THAT for you to guarantee your game availability on the release date, whatever that is. That’s the understanding and that’s what you get. Plus, I don’t have to complain to Activision or Epic games about these issues because they’re usually not missing the street dates for their AAA titles.
Now let’s take YOUR situation:
1) You’ve promised a new product based off the design for an existing, working product
2) For the longest time, you’ve stated on your website (your failure to update regularly is another issue) the initial/special/limited batch of your new product by early December, obviously in time for the all-important holiday gift-giving season. I and thousands of other customers GIVE YOU OUR MONEY, INTEREST FREE on the promises you made online.
3) I reach out to you, on Dec 16 (AFTER you have FAILED TO MEET YOUR ADVERTISED DEADLINE AND FAILED TO COMMUNICATE TO ANYONE WHAT THE SITUATION IS) obviously a little frustrated but more curious about when I and other customers can expect the product we paid for.
4) Your reply to me is a cryptic “Dec 17” with absolutely no explanation of what that means. In the mean time you having been using funds from pre-paid customers to complete Research & Development, product redesigns, and manufacturing mis-steps.
5) You force me to follow-up with an email asking for clarification about what “Dec 17” means since the day has passed and I have yet to receive any new information about my order. Now you instead of ANSWERING MY QUESTION OF WHAT THE NEW DELIVERY DATE IS, you tell me the goods have yet to leave China… Why are you telling me this? I’m not your employee I’m your goddamn customer! TELL ME WHAT THAT MEANS IN TERMS OF MY TIME AND WHEN I CAN EXPECT MY PRODUCT I PAID FOR.
6) So great…I have to email you AGAIN trying to get a CLEAR answer from you whether a Dec 24th delivery date is possible and if not, what the new date is. Rinse & repeat: You give me an update of the delivery process (wow, thanks…you haven’t told me anything I don’t know about the order of international shipping procedures) but instead say “...so its wither before or after Christmas.” WHAT THE HELL DOES THAT MEAN? GIVE ME A DATE!? One that you’re actually going to follow, because I already see “late Nov to early Dec”; “Dec 17”; and now “CHRISTMAS” in my rear-view mirror.
7) So I guess what’s left for me to do but just wait? Oh but what’s this, you’ve updated your website…Ok at least you’ve clarified the dates more, I can expect my controller my latest first week of January. But now as a “token of our appreciation” to all your “loyal customers” (you mean like customers who put up cash for you hold an use?) you’re giving a $10 coupon. Let me get this straight…so you held my money interest free for 2 months to help bring this product to market, and now some new customer can place an order and pay $10 less than what I paid? You have financially penalized me in two ways for being a “LOYAL CUSTOMER.”
I’m SURE you’re getting tons of other inquiries and I’m sure you’re not enjoying the fact that your product is not out when you wanted it to be. I and everyone else understands that “sh*t happens,” but if you want us to be understanding of that, then you need to keep us in the loop. You’ve already set yourself up for failure by making explicit promises that aren’t even “likely” given that the design and manufacturing are still be refined. Then you make sure you’re going to fail by actually taking all of our money, Not just a little bit….THE WHOLE F*CKIN BEEFALO. Why wouldn’t we trust that you’re going to deliver our merchandise on time? Besides…it’s based off an existing product so how hard can it be? Well as your youtube video shows, making any consumer device is hard and requires many iterations and improvements. But I’m not going to apologize for holding your feet to the fire. You created these expectations by acting like the release was already a done deal and by hiding the fact that it was faaaar from it.
I want my two n-controllers. I 1) PAID FOR THEM 2) WAITED 3) DEALT WITH YOUR UNHELPFUL ASS. I also didn’t want to feel like my trust and loyalty as a customer was being abused and then actually punished in comparison to other customers. But I guess we can’t have it all… so right now I’ll settle for getting my merchandise and hopefully never having to deal with you again. I’ve spent enough time writing this email which I hope you gain some insight from. If you actually do want to screw me over by not fulfilling my order, then I assure you be hearing more from me or people representing me.
You show a surprising lack of business polish for someone who’s quite established, AND an lack of awareness of your customer base: Hardcore gamers. We’re a demanding, vocal customer but the flip side is we’re loyal and eager to spend. It’s lucky for you that I really want this product because it seems really deliver on making the gaming experience more effective and enjoyable. Hell, I want to combine the aventer-controller with the xtend play to make the ugliest, most comfortable, most awesome controller ever. And I’ll still buy the xtend, so let that be a testament to your products, the rise above your poor representation.
-DAVE with a V
p.s. You look really douchy be having one youtube video complaining about the noise of traffic next to your home and then another video showing off your obnoxiously loud rice rocket (which is nice, I gotta hand it ya).
p.p.s. Welcome to the internet, bitch. That’s how I roll.
I got an incredible email today from a Penny Arcade reader. Dave shared with me an email chain between him and Ocean Marketing (the folks behind the Avenger controller) Trust me when I tell you that this is one wild ride. I’m serious, Mr. Toad would look at this ride and just give a slow clap while shaking his head. I have tried to arrange this as best I can in chronological order. I’ve also removed email addresses and other private information. So let’s just jump right in, here is Dave’s first mail to Ocean Marketing:
From: Dave
To: Ocean Marketing
Dec 16, 2011, at 1:34 PM
I ordered 2 of the upcoming PS3 controllers (invoice xxxxxxxxx—Nov 3, 2011). Any chance of getting an update of when these items will ship? I’m not really happy about being forced to pay upfront then have the advertised date of “Early December” be completely missed without any sort of update on availability. I really need one of them for a X-mas present as well. Anyways, looking forward to finally using one of these bad boys. Thanks and happy holidays.
-Dave
From: Ocean Marketing
To: Dave
Dec 16, 2011 2:45 PM
Dec 17
- Paul Christoforo
From: Dave
To: Ocean Marketing
Dec 19, 2011, at 11:02 AM
Thanks for the reply Paul. Can you clarify whether my particular order already sent or if Dec 17 was the first day shipments went out? I have not received any sort of shipping confirmation email or tracking information.
From: Ocean Marketing
To: Dave
Dec 19, 2011 11:21 AM
They still haven’t shipped yet on the way here from china
From: Dave
To: Ocean Marketing
Dec 20, 2011 4:29 PM
So then delivery to customer doors by December 24th is no longer likely correct? Do you have an estimated date of when units will arrive in California? Thanks.
From: Ocean Marketing
To: Dave
Dec 20, 2011 5:11 PM
They are in the USA now in customs so its wither before or after Christmas.
From: Dave
To: Ocean Marketing
Dec 26, 2011, at 9:47 AM
I noticed the updated info on the webpage, and I don’t understand why there is absolutely no benefit given to those like me who have already ordered, and paid their money. You’ve had my money interest free for nearly two months, yet now ANY new order will get $10 off….meaning I should just cancel my order for 2 controllers, get my money back, then re-order.
My other questions is regarding item compatibility. Ocean Marketing seems to be involved with the Xtendplay controller holder, so I was wondering if the Avenger N-Controller can be used in conjunction with the Xtendplay (for both Xbox and PS3)? Thanks
From: Ocean Marketing
To: Dave
Dec 26, 2011 10:14 AM
Yes it can be used with xtend play if you remove the stand and no one is allowed to cancel and re order if we catch anyone doing it we will simply just cancel your order all together and you can buy it retail somewhere else.
Things happen in manufacturing if your unhappy you have 7 days from the day your item ships for a refund. You placed a pre order just like any software title the gets a date moved due to the tweaks and bugs not being worked out and GameStop or any other place holds your cash and im sure you don’t complain to activision or epic games so put on your big boy hat and wait it out like everyone else. The benefit is a token of our appreaciation for everyone no one is special including you or any first time buyer . Feel free to cancel we need the units were back ordered 11,000 units so your 2 will be gone fast. Maybe I’ll put them on eBay for 150.00 myself. Have a good day Dan.
At this point Dave is (I think) understandably frustrated. His next email is sent to me as well as Kotaku and a few other news sites.
-Gabe
From: Dave
To: Ocean Marketing
Dec 26, 2011 12:11 PM
Then cancel my order if you want to. I’m making a legitimate complaint about your poor communication and you’re the one stooping to childish levels, a patronizing attitude, and threats. Hell you can’t even get the spelling of my name right.
And Gamespot pre-orders…wow what a terrible comparison. Retailers take a couple dollars IF THAT for you to guarantee your game availability on the release date, whatever that is. That’s the understanding and that’s what you get. Plus, I don’t have to complain to Activision or Epic games about these issues because they’re usually not missing the street dates for their AAA titles.
Now let’s take YOUR situation:
1) You’ve promised a new product based off the design for an existing, working product
2) For the longest time, you’ve stated on your website (your failure to update regularly is another issue) the initial/special/limited batch of your new product by early December, obviously in time for the all-important holiday gift-giving season. I and thousands of other customers GIVE YOU OUR MONEY, INTEREST FREE on the promises you made online.
3) I reach out to you, on Dec 16 (AFTER you have FAILED TO MEET YOUR ADVERTISED DEADLINE AND FAILED TO COMMUNICATE TO ANYONE WHAT THE SITUATION IS) obviously a little frustrated but more curious about when I and other customers can expect the product we paid for.
4) Your reply to me is a cryptic “Dec 17” with absolutely no explanation of what that means. In the mean time you having been using funds from pre-paid customers to complete Research & Development, product redesigns, and manufacturing mis-steps.
5) You force me to follow-up with an email asking for clarification about what “Dec 17” means since the day has passed and I have yet to receive any new information about my order. Now you instead of ANSWERING MY QUESTION OF WHAT THE NEW DELIVERY DATE IS, you tell me the goods have yet to leave China… Why are you telling me this? I’m not your employee I’m your goddamn customer! TELL ME WHAT THAT MEANS IN TERMS OF MY TIME AND WHEN I CAN EXPECT MY PRODUCT I PAID FOR.
6) So great…I have to email you AGAIN trying to get a CLEAR answer from you whether a Dec 24th delivery date is possible and if not, what the new date is. Rinse & repeat: You give me an update of the delivery process (wow, thanks…you haven’t told me anything I don’t know about the order of international shipping procedures) but instead say “...so its wither before or after Christmas.” WHAT THE HELL DOES THAT MEAN? GIVE ME A DATE!? One that you’re actually going to follow, because I already see “late Nov to early Dec”; “Dec 17”; and now “CHRISTMAS” in my rear-view mirror.
7) So I guess what’s left for me to do but just wait? Oh but what’s this, you’ve updated your website…Ok at least you’ve clarified the dates more, I can expect my controller my latest first week of January. But now as a “token of our appreciation” to all your “loyal customers” (you mean like customers who put up cash for you hold an use?) you’re giving a $10 coupon. Let me get this straight…so you held my money interest free for 2 months to help bring this product to market, and now some new customer can place an order and pay $10 less than what I paid? You have financially penalized me in two ways for being a “LOYAL CUSTOMER.”
I’m SURE you’re getting tons of other inquiries and I’m sure you’re not enjoying the fact that your product is not out when you wanted it to be. I and everyone else understands that “sh*t happens,” but if you want us to be understanding of that, then you need to keep us in the loop. You’ve already set yourself up for failure by making explicit promises that aren’t even “likely” given that the design and manufacturing are still be refined. Then you make sure you’re going to fail by actually taking all of our money, Not just a little bit….THE WHOLE F*CKIN BEEFALO. Why wouldn’t we trust that you’re going to deliver our merchandise on time? Besides…it’s based off an existing product so how hard can it be? Well as your youtube video shows, making any consumer device is hard and requires many iterations and improvements. But I’m not going to apologize for holding your feet to the fire. You created these expectations by acting like the release was already a done deal and by hiding the fact that it was faaaar from it.
I want my two n-controllers. I 1) PAID FOR THEM 2) WAITED 3) DEALT WITH YOUR UNHELPFUL ASS. I also didn’t want to feel like my trust and loyalty as a customer was being abused and then actually punished in comparison to other customers. But I guess we can’t have it all… so right now I’ll settle for getting my merchandise and hopefully never having to deal with you again. I’ve spent enough time writing this email which I hope you gain some insight from. If you actually do want to screw me over by not fulfilling my order, then I assure you be hearing more from me or people representing me.
You show a surprising lack of business polish for someone who’s quite established, AND an lack of awareness of your customer base: Hardcore gamers. We’re a demanding, vocal customer but the flip side is we’re loyal and eager to spend. It’s lucky for you that I really want this product because it seems really deliver on making the gaming experience more effective and enjoyable. Hell, I want to combine the aventer-controller with the xtend play to make the ugliest, most comfortable, most awesome controller ever. And I’ll still buy the xtend, so let that be a testament to your products, the rise above your poor representation.
-DAVE with a V
p.s. You look really douchy be having one youtube video complaining about the noise of traffic next to your home and then another video showing off your obnoxiously loud rice rocket (which is nice, I gotta hand it ya).
p.p.s. Welcome to the internet, bitch. That’s how I roll.
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