Nomad Darren here again with the fourth update - shipping is completed!
Here's where we are at in our timeline:
Yes! We have indeed shipped all Nomad packages - I apologize for not updating earlier, as we encountered a shipping error that had affected some people (which I will go into later) and so my priority was making sure we dealt with that error and letting the people who were involved with this problem know what was going on.
So we've officially completed pre-order fulfillment and I have to say that it has been a 1000x smoother than the Kickstarter process was and I'm pretty happy about that.
Of course this isn't entirely the end - there will be ongoing support provided as needed on an individual basis.
Thank you to all the people who have been emailing me with such nice words on their new Nomad - it really makes my day :)
As the Nomad has a few features which might not be obvious to everyone, I created a temporary video showing how to use various aspects of the Nomad. I created it originally for the Kickstarter backers, but the design has remained the same, so this should help you guys and girls as well: https://vimeo.com/128029846
POSTAGE ERROR THAT AFFECTED A SMALL % OF ORDERS
For the people who were not looped into the error conversation (meaning you were not affected), I'll disclose what happened in order to maintain transparency for all.
Basically, a system error between our online store (shopify) and our fulfillment center software (whiplash) meant that a small percentage of pre-orders had a line of 'bogus' information added to their correct mailing addresses.
Because our system is highly automated and very efficient, we only realised there was an error once fulfillment had occurred and the postage confirmation emails were sent out to people.
We did our absolute best in trying catch any packages that had not physically left the warehouse (as there is sometimes a delay between registering a package for delivery and the postal service actually picking up the package) but alas, we were only able to correct a small number of packages.
We fixed the error code and then scanned through the postal address data in order to assess the severity of the issue and we found it was almost universally a non-issue- for instance a few customers had bogus company names, dashes or alternative names added to their correct addresses which ultimately hasn't stopped the Nomad packages reaching their intended customer.
There were a minute number where there were unit numbers added to the address, which could of course cause confusion, but in the cases where postal services are not able to make a delivery, they will of course contact either the intended recipient, or return the package to our warehouse, where we would resend the package after re-confirmation of the correct postal address on an individual basis.
As of today, we haven't had any returns and a lot of customers whose orders were affected by the error have emailed to let me know their packages have arrived safely - this of course caused a huge sigh of relief on our end.
TRACKING AND PACKAGES STUCK IN FONATA, USA
Another two related issue some people are emailing me about are related to their packages stuck in Fontana, USA and not being able to track their packages.
In both these cases, the reason is that most customers have opted for standard postage - which includes no/limited tracking.
When a package is processed at the Whiplash fulfillment facility, their system automatically sends a customer their 'tracking' number link - however, their system doesn't take into account that some people opt for standard shipping, which generally has no tracking - the postal service obviously then will return a null value, resulting an a message similar to "The tracking number does not exist!"
This tends to affect contiguous US customers - as yet, there is no way to turn off this "tracking" notification.
For packages that need to be shipped outside the US, what you get is something even more confusing - you get tracking till Fontana, and then tracking basically stops and the system is no longer updated. I am entirely unsure as to why they even provide this limited tracking as it creates confusion, but that's how it works and I can't change that unfortunately.
Even when customers receive their package, the 'tracking' will still report that the item is in Fontana.
I know it causes a bit of stress, but in all cases, your package is not stuck in Fontana, but on it's way to you - which depending on postal workload, can take 2-4 weeks to deliver.
Hopefully this will alleviate some of the stress if you're in either of these two camps.
We’ve come to the end of the fourth and final major update!
I hope this pre-order process has been an overall good experience for you.
Again, I'd like to thank all of you for supporting the Nomad pre-order, it's given us the ability to explore new ideas for artist products. I hope many of you will like our future products :)
As usual, if you have any further queries, comments, feedback or just want to share your excitement, feel free to post in the comments section below and I’ll be happy to respond. Conversely if you want to email me directly, please don’t hesitate to do so.
I hope you get many years of use out of your Nomad, keep drawing and drawing and drawing!