July Community Update discussion

[natasha]

• I'll post the reported issue rate for the first sub-batch of PBPs when I get the numbers. I already requested this data, but because of the situation with shipping of the PinePhone I haven't received a response from support re. the figures.
  
• I think that my post made it clear what we're doing for the next batch of PBPs, but let me reiterate for the record that we have changed the factory we work with. This is because the previous factory betrayed our trust. Besides, as I've already explained, the only reason this situation occurred was because we couldn't perform independent QA (which are always done) during the pandemic. The team unpacked and performed independent QA after the initial problem reports, hence there were no unusual reports on the remaining sub-batches from the previous factory.
  
• As for planning future batches ... yes, of course, as majority of users have had a great experience with the PBP ever since it began shipping ~1 year ago.
  
• Lastly, if I understood correctly, you have been serviced / helped out - just not at the pace you expected. Is this correct? Well, swift operation is not something we can guarantee under heavy workload unfortunately. Simply put, there are limitations to our capacity.
  

Ah, right, you have yet another ongoing situation, and still, you're taking more preorders for yet another product line. It seems you're always going to have this as an excuse, doesn't it?

Have I been serviced/helped out? Let's see, what have you guys done in those 39 days?
Do I have a fully functional PBP? No.
Have I gotten my money back? No.
Pretty sure I wasn't helped.

Finally, to actually get things straight:
When you announced preorders for the last batch of PBPs and Pinephones, you knew about the pandemic. Yet you decided to proceed.
You knew about border closures and quarantine. And you still decided to proceed.
You knew your capacity & limitations. Yet you kept preorders open for months and taken on more orders than you can handle.
Knowing all this you still decided to proceed with shipping two batches of different products at the same time.
You've never worked with the last laptop factory before and you knew you wouldn't be able to perform independent QA. Yet you still decided to proceed.
Before you or anyone else mentions that you're selling your products "at a price", you've set the prices yourself. And still decided to proceed.
And then, when things predictably went wrong, you blamed pandemic, factory, shipping companies, lack of staff, heavy workloads and... customers for being impatient?

And now your plan is... what, to just step on the same set of rakes all over again and let your customers absorb all your risks?
And after all that you're the ones to talk about betrayed trust?

Guys, guys, please take it easy.

Many of us can feel the frustration of the long wait to get the product or even worse, to get it defective. The situation will not improve when complaints are not answered as quickly as we wish.

However, let's consider:
-There is a real pandemic situation. Even some people can complain that during the 'braveheart' phone there were delays, the fact is that NOW there is a pandemic, and there is a huge reason that explains why phones are not arriving. So, for that let's be extra patient

- Complaints are not answered as quickly as we would like. True, very annoying.  However, besides the pandemic, Pine64 is not a big corp, and Pine64 told us many times that they are overwhelmed. I think no one gets tricked for the slow capacity of the reaction of Pine64.

-They open the store for new batches of phones when many people haven't get theirs. This is frustrating, right. But what should they do? wait until DHL delivers all the phones to open again? this makes non -sense

- They did not cancel the shipping besides the uncertain times they had in March. Some people got the phone, others haven't yet. I think this is better than cancel the whole thing because of the pandemic.

- etc

We could go complaint by complaint. All the complaints are right. We must be upset and keep complaining to Pine64.

However, we have to complain so they know that something is not working, and they can take action.

We shouldn't attack them.

Everyone buying from Pine64 should know where are they buying. Things are not going to be smooth because they are more focused on developing and probably they do not have as many resources in sales. People buy this not because of necessity but for development, dreaming on a Linux phone, etc

Be part of this, don't be against this

Ok Luke, now you can rate me up haha