There are significant marketing costs involved in bringing in your support, and significant customer service and finance costs involved in handling and processing refunds: a single backer demanding a refund or creating a credit card charge-back wipes out the benefit to the project of 4 or 5 other supporters. The project makes commitments based on your pledge - commitments to staff and other resources that can speed progress. Our company depends on your contribution to make production possible. Why are refunds damaging for a small startup? In this case, please return them in resale-able condition for a prompt and courteous refund. When you receive your MAGFAST products, if you’re not delighted, we don’t expect you to keep them. This is how we protect all MAGFAST supporters by ensuring that committed cash remains with the company during the critical development period.Īnd you are safe: please remember that the card companies are in any case holding onto a large slice of all the funds committed.Īll this having been said, our absolute commitment is your delight with the products when they arrive. The costs of finding you, engaging you and building products is just too high for us to bring in funds without certainty that they will be available to cover the huge effort of making this happen. Pre-ordering is a commitment to a project. Simply email your refund request to Refunds will be processed in 7-10 days.Īfter the 72 hour grace period, we really can’t issue refunds. We understand that some users may click ‘yes’ while they’re still making a choice, or sometimes they pledge and then reconsider, so there is a 72 hour grace period immediately following your pledge where it can be refunded. We do issue refunds, unlike some crowdfunding campaigns Sometimes the only good way to solve an engineering challenge is to change the design a little (almost always for the better) or to spend more on a higher-specification component that will cost us more - and deliver you more for the same price. Those are crucial moments: we always work hard and we always work fast. We drop everything for the next few days, and work long hours into the night to come up with solutions. So why have things changed occasionally? Our engineering team at our manufacturing partner throws us questions when they find some complicated aspect of the technology that needs changing, won’t quite fit into the space available, or doesn’t meet our specifications. There are good answers to these questions: Others post angry notices online asking “Why is this taking so long?” or “Why don’t you stop changing the product, and just ship?” Some get angry with our remarkably dedicated and thoughtful customer service team. We understand this - unless you’ve actually run a project like this, it’s easy to assume it’s easy. Even large companies with massive budgets and large internal engineering teams take a long time to do this.Ī small percentage of supporters (less than 5% in our case) find the process frustrating. That means that a pre-order project has to find a way to keep its supporters happy while working on a very constrained budget to engineer and deliver something that’s never been made before.
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