Please read our previous update, 2020: A Clear Vision, so you have more context on what we’ve been up to these past few weeks 👍
Slowly but surely backers are receiving their Dygma Raise keyboards! Thanks for sharing your photos of your Raise!
We know there are still quite a few that are patiently waiting for the Raise but we would just like to reassure you that we are doing the best we can to send all of your orders as soon as possible.
We have already started shipping from Spain all the EU preorders and remaining web orders. We are sending them in batches. Some will be sent this week, some in 2 weeks and some in 3 weeks’ time.
The reason we are taking a while in shipping them is because we had to reorganize the boxes of orders when they arrived. The shipping company made mistakes labeling some orders. We thought they were fine, we started sending keyboards and we then we realized it was wrong.
So we had to completely rework everything and check each and every box to make sure that the contents inside were properly written in the labels.
Because of this mixup, we even sent the wrong orders to a few backers. Good thing we were able to detect the problem and contacted the backers to inform them of the situation.
We also had a few problems with the courier services that did our shipment from China. So this time as we are shipping from Spain, we made sure to contract a better courier company.
For example in the first shipment of keyboards, we had a difficult time managing orders that had modified addresses. This time, if you would like to change your shipping address, you can do so easily just by contacting DHL in your area.
Learnings about shipment and customer support
This is the first time we face shipping our products and attending customer support. We’re learning a lot from these last few weeks. We knew that we would encounter challenges with the deliveries, such as clearance requirements, address modifications, etc. but we weren’t expecting so many of them.
On top of that, everyday we receive over a hundred messages about orders, shipment, technical questions, support messages, product review inquiries, etc.
Because of this overnight influx of emails and messages, we’ve had to rework our customer support process. We’ve created better systems to streamline all the work that is coming in.
Just like how we’ve aimed to have a high-quality product, we’ve also aimed to have a better quality and more organized system within our internal operations, so we can answer and deliver our keyboards quicker.
Please, be patient as we continue fulfilling your orders. There may be hurdles with the delivery, but rest assured that we are all in this together and we will do all we can to make sure you get your Raise asap 😊
We’ve already delivered more than 80% of the orders. So we are nearly there guys!
Now that we have a better understanding of how international shipping works and how different countries operate with imports, we can provide more information to our customers.
Dominique and Luis are answering messages everyday. If you have any questions or inquiries, don’t hesitate to write to us!
Yes a tenting update!
We have officially started the design phase of the tenting feature of the Raise.
As we mentioned before, we plan to create a separate tenting accessory.
The concept has been defined, we are going to do the first prototypes next week. We expect to have it done in a month. We will inform you in the upcoming updates about the development.