Particle response for orders

This seems to be the only way I can get a response from Particle. I received an email on March 22 that my order shipment will be delayed until ~September 20, understandable considering supply chain issues. I wanted to see if I could cancel that order and replace it with the upcoming BRN404X since it will be available a month earlier. I’ve now sent 4 emails since then with zero response from anyone as to whether or not I can do something different with this order.

This is pretty ridiculous for a company who’s entire business model relies on other businesses making products based on their products.

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@Colleen, perhaps you can help?

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This sounds extremely frustrating @Mjones. I will reach out to logistics immediately and get back to you by the end of the day.

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Thank you.

No problem!

@Mjones I’ve talked to logistics and they will update your order to BRN404X, no need to cancel and place a new order. Ana has reached out to you to follow up over e-mail.

I apologize for the delayed response. Four e-mails is three more than you should need to send. The person you were emailing is on maternity leave and the e-mails were not properly forwarding to the rest of the team. In the future feel free to reach out to me here if you have any issues with communications.

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I guess I’m glad I’m not the only one… I’ve had similar experiences as @Mjones. I tried to bring some visibility to this topic during the AMA event here: Particle CEO AMA Today 2PM PST - #27 by zach Overall, in my experience… this is the one area of the Particle that needs to be improved. Rather than handling 1 order issue at a time, it seems like Particle should step back and look at the overall end to end process and evaluate where the workflow, key points of contact, process metrics, and overall process needs to be revamped.

Don’t take this the wrong way… I’m a huge fan of Particle. It just would be very nice to see some long term changes/improvements be made to the hardware order management/support ticket process.

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