Lack of communication is a mistake - Activation Updates.


To: @Ryan from Shadow, @Greta from Shadow 


We have read and seen all of your comments. We are temporarily closing down the comments to prevent misinformation. We understand the current frustration that people are experiencing and are working hard to address these issues. We will be coming out with more communication soon. We would like to reassure everyone that they will get their Shadow. 

-Greta, CM UK. 

In regards to your above decision to close the weekly activation updates, I want to point out as a customer I feel this is a mistake. You are taking a BIG step backwards, putting me back in the dark AGAIN and making me want to cancel my pre-order and just buy a PC! I’m sure there are others feeling the same way.

Keeping us informed of progress through activation is key to assurance that it is coming. Publishing this information weekly was refreshing and open and honest! Closing it off again just feels like cloak and dagger and dishonesty or an inability to deliver. If you can see a slip / behind trend for activation but know it there, emotions are handled better than just seeing a page that says ‘August’ ‘August’ ‘August’ then when August comes….. meh ‘October’… and there comes in the rage… where as if I can see from the open and honest data it’s looking like early -mid September… meh so be it and I’m good with that, I can make a choice. Information like there are {nnn} activations ahead of you in the queue would be awesome instead of just ‘some time in august… but probably September… or even October…. Hell by the time we get there… maybe December… WHO KNOWS?!?? But we thank you for your patience and understand your frustration….” SAVE IT, heard it before… substance… give me substance and this was that substance, not woffle.

Besides the dull of mind that just can’t read properly and function like literate human beings, asking “I put my order in last week and haven’t got it yet whats happening!???!?” it would be nice to have an answer to more pertinent questions like “Why are Paris etc and the other odd data centre SO far behind west coast America in terms of activations? What is being done to address this and balance your resources globally?” If we understand the issues you’re facing in these locations customers understand and are more likely to get behind you as a company and support and wait than just this ‘stuff this’ and cancel. Instead the only questions that get answered are how do I find where I’m getting hosted etc… 
Information is key.
 

stavlor 1 year ago

First, I’m going to ask that before posting in this thread you please re-read the forum rules, failure to follow these rules will result in removal from this fourm.. 

 

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26 replies

Userlevel 4
Badge +1

Hi,

Thanks so much for your feedback. We have not permanently closed activation time updates. There will be a new one today. We simply closed the comments on that activation thread as people were posting false information in the comments about Shadow and activation times.

Additionally, we will be coming out soon with more communication answering everyone’s questions. We read all of your feedback and are working on delivering both answers and solutions to Shadow users as soon as possible.

Thanks!

Userlevel 1

Hi,

Thanks so much for your feedback. We have not permanently closed activation time updates. There will be a new one today. We simply closed the comments on that activation thread as people were posting false information in the comments about Shadow and activation times.

Additionally, we will be coming out soon with more communication answering everyone’s questions. We read all of your feedback and are working on delivering both answers and solutions to Shadow users as soon as possible.

Thanks!

Don’t get how people are making false statements in the comments when y’all haven’t made one true one yet. Only reason I tried to order again was because it said instant access in certain areas, order now. I check my area, I was in the instant side. It’s been a month now. Also you said def by July. Well you got 3 more days so probs not. So no, don’t really think what anyone is saying is anymore false than anything your company has posted 

Userlevel 5
Badge +1

Hi,

Thanks so much for your feedback. We have not permanently closed activation time updates. There will be a new one today. We simply closed the comments on that activation thread as people were posting false information in the comments about Shadow and activation times.

Additionally, we will be coming out soon with more communication answering everyone’s questions. We read all of your feedback and are working on delivering both answers and solutions to Shadow users as soon as possible.

Thanks!



What about infinite updates? Why don’t you give us ANY information?

Don’t you care about all the people constantly asking and thinking about getting a gaming PC instead, due to your absolutely catastrophic information politics?

The “oh you do get nothing in February lol, we just wanted to collect preorders to please the investors” move was already a heavy punch in our faces, and instead of improving customer communication, you let us sit in the dark for another half a year? Are you serious?

If you, shadow, messed it up again, at least have the guts and tell us!!!

Userlevel 1

Hi,

Thanks so much for your feedback. We have not permanently closed activation time updates. There will be a new one today. We simply closed the comments on that activation thread as people were posting false information in the comments about Shadow and activation times.

Additionally, we will be coming out soon with more communication answering everyone’s questions. We read all of your feedback and are working on delivering both answers and solutions to Shadow users as soon as possible.

Thanks!



What about infinite updates? Why don’t you give us ANY information?

Don’t you care about all the people constantly asking and thinking about getting a gaming PC instead, due to your absolutely catastrophic information politics?

The “oh you do get nothing in February lol, we just wanted to collect preorders to please the investors” move was already a heavy punch in our faces, and instead of improving customer communication, you let us sit in the dark for another half a year? Are you serious?

If you, shadow, messed it up again, at least have the guts and tell us!!!

For real tho I’m getting some larger funds Thursday. Might go get an rtx laptop instead. I know it’s more money overall but hey, at least I’ll actually  be able to play the games I already paid for. 

I've been waiting 2 months now and just today, 3 days before the end of juli, my activation date changed from juli 2020 to 2021!!!!!!!!!!! I'm really, really pissed!!! 

Userlevel 1

I've been waiting 2 months now and just today, 3 days before the end of juli, my activation date changed from juli 2020 to 2021!!!!!!!!!!! I'm really, really pissed!!! 

Ya that’s pretty much the definition of a scam. Advertise instant access, then delay but guarantee access by a certain date. Once that date passes they send out a generic email telling you it will be soon but we all know it won’t be for another several months. Yet you have our money. SCAM all the way thru. I’m an artist. Ya I could put on my site that I can paint you something and get it to you the same day, hell if I did I would be rich but what if I just took the money and didn’t paint anything, or if I do I would paint It months or years from now. That’s literally what y’all are doing. Already posted to bbb. Y’all suck 

Userlevel 5
Badge +1

I've been waiting 2 months now and just today, 3 days before the end of juli, my activation date changed from juli 2020 to 2021!!!!!!!!!!! I'm really, really pissed!!! 

Damn dude that is really sick. No apology mail no nothing? They can’t be serious to treat their customers that shitty.

Userlevel 3
Badge +2

I've been waiting 2 months now and just today, 3 days before the end of juli, my activation date changed from juli 2020 to 2021!!!!!!!!!!! I'm really, really pissed!!! 



The 2021 is a bug, your Shadow won’t be that late, it is likely one of those moved into August.

Userlevel 6
Badge +5

I've been waiting 2 months now and just today, 3 days before the end of juli, my activation date changed from juli 2020 to 2021!!!!!!!!!!! I'm really, really pissed!!! 

Ya that’s pretty much the definition of a scam. Advertise instant access, then delay but guarantee access by a certain date. Once that date passes they send out a generic email telling you it will be soon but we all know it won’t be for another several months. Yet you have our money. SCAM all the way thru. I’m an artist. Ya I could put on my site that I can paint you something and get it to you the same day, hell if I did I would be rich but what if I just took the money and didn’t paint anything, or if I do I would paint It months or years from now. That’s literally what y’all are doing. Already posted to bbb. Y’all suck 

Uhm okay, that's not a very good comparison first of all. Secondly, you have to understand the current world situation and how difficult it is to get hardware deliveries or to have employees work in data centers. Thirdly in order to be classified as a scam, it would have to be something that would never come, in this case, this is a website bug and their Shadow will still be delivered on time. So I would suggest not throwing out baseless claims of a “scam” next time around as some companies can claim a defamation lawsuit against you over that.  

Userlevel 5
Badge +1

I've been waiting 2 months now and just today, 3 days before the end of juli, my activation date changed from juli 2020 to 2021!!!!!!!!!!! I'm really, really pissed!!! 

Ya that’s pretty much the definition of a scam. Advertise instant access, then delay but guarantee access by a certain date. Once that date passes they send out a generic email telling you it will be soon but we all know it won’t be for another several months. Yet you have our money. SCAM all the way thru. I’m an artist. Ya I could put on my site that I can paint you something and get it to you the same day, hell if I did I would be rich but what if I just took the money and didn’t paint anything, or if I do I would paint It months or years from now. That’s literally what y’all are doing. Already posted to bbb. Y’all suck 

Uhm okay, that's not a very good comparison first of all. Secondly, you have to understand the current world situation and how difficult it is to get hardware deliveries or to have employees work in data centers. Thirdly in order to be classified as a scam, it would have to be something that would never come, in this case, this is a website bug and their Shadow will still be delivered on time. So I would suggest not throwing out baseless claims of a “scam” next time around as some companies can claim a defamation lawsuit against you over that.  

And I would highly suggest to you, to stop your “everything is fine this company is so nice xoxo” bullshit posts in every other thread.
Why do you always gloss over everything?

There are tons of threads, people complain about not getting ANY single piece of information for weeks and months...nothing, then you show up, pouring oil in the fire “hey guys, everything is fine bla bla” how do you know? How?

Oh and btw “Secondly, you have to understand the current world situation and how difficult it is to get hardware deliveries” this is beyond bullshit, I’m working at an IT company myself and we’ve already been getting hardware deliveries (also from e.g. China) again for months. Nothing but poor excuses.


Their information policy just sucks, period. There's absolutely nothing to sugarcoat.

Userlevel 6
Badge +5


Oh and btw “Secondly, you have to understand the current world situation and how difficult it is to get hardware deliveries” this is beyond bullshit, I’m working at an IT company myself and we’ve already been getting hardware deliveries (also from e.g. China) again for months. Nothing but poor excuses.
 

Just because you and your company, in particular, don't have issues, doesn't mean every other company is in the same situation. I don't sugar coat things, I'm trying to be positive and look at things I can see, and not be so negative about everything and speculate so much.

And why do you suddenly attack me for being trying to be positive and call everything I say “bullshit”. Especially with how the current world situation is and how awful this year has been for everyone :disappointed_relieved:

You seem frustrated and I completely understand why, but letting that frustration out on someone isn’t the way to go. I really do hope Shadow can announce some information for all of us soon and that you can get the answers you so desire. 

Badge +1

I've been waiting 2 months now and just today, 3 days before the end of juli, my activation date changed from juli 2020 to 2021!!!!!!!!!!! I'm really, really pissed!!! 

Ya that’s pretty much the definition of a scam. Advertise instant access, then delay but guarantee access by a certain date. Once that date passes they send out a generic email telling you it will be soon but we all know it won’t be for another several months. Yet you have our money. SCAM all the way thru. I’m an artist. Ya I could put on my site that I can paint you something and get it to you the same day, hell if I did I would be rich but what if I just took the money and didn’t paint anything, or if I do I would paint It months or years from now. That’s literally what y’all are doing. Already posted to bbb. Y’all suck 

Uhm okay, that's not a very good comparison first of all. Secondly, you have to understand the current world situation and how difficult it is to get hardware deliveries or to have employees work in data centers. Thirdly in order to be classified as a scam, it would have to be something that would never come, in this case, this is a website bug and their Shadow will still be delivered on time. So I would suggest not throwing out baseless claims of a “scam” next time around as some companies can claim a defamation lawsuit against you over that.  

And I would highly suggest to you, to stop your “everything is fine this company is so nice xoxo” bullshit posts in every other thread.
Why do you always gloss over everything?

There are tons of threads, people complain about not getting ANY single piece of information for weeks and months...nothing, then you show up, pouring oil in the fire “hey guys, everything is fine bla bla” how do you know? How?

Oh and btw “Secondly, you have to understand the current world situation and how difficult it is to get hardware deliveries” this is beyond bullshit, I’m working at an IT company myself and we’ve already been getting hardware deliveries (also from e.g. China) again for months. Nothing but poor excuses.


Their information policy just sucks, period. There's absolutely nothing to sugarcoat.

This part of the conversation reminded me of:

 

Userlevel 5
Badge +1


Oh and btw “Secondly, you have to understand the current world situation and how difficult it is to get hardware deliveries” this is beyond bullshit, I’m working at an IT company myself and we’ve already been getting hardware deliveries (also from e.g. China) again for months. Nothing but poor excuses.
 

Just because you and your company, in particular, don't have issues, doesn't mean every other company is in the same situation. I don't sugar coat things, I'm trying to be positive and look at things I can see, and not be so negative about everything and speculate so much.

And why do you suddenly attack me for being trying to be positive and call everything I say “*removed*”. Especially with how the current world situation is and how awful this year has been for everyone :disappointed_relieved:

You seem frustrated and I completely understand why, but letting that frustration out on someone isn’t the way to go. I really do hope Shadow can announce some information for all of us soon and that you can get the answers you so desire. 

 

Well, I’m located in Germany directly next to France. There are no import/export restrictions for either Germany or France from e.g. China. Even personally, I already received stuff I ordered from Gearbest and Banggood, so even that works.

And even if, through whatever, they are affected, where is the problem to announce this? Good customer relationships and information flow are key, this isn’t a secret.

 

As someone already told you in another thread, you’re not an official staff member so running around and telling people, that everything will be nice is 100% speculative as you just don’t know.

If everything would be so nice, why is there absolutely zero news? Do you seriously don’t think, that there is a reason for them being completely silent on this topic for weeks and months?

In the end, I don’t care, but they harm themselves with this behavior. I’ve seen tons of posts here, on Reddit, wherever...were people stated if there is no news they will simply cancel the preorder and leave.

And do you think all these people will tell their friends to go check out Shadow? For sure not.

There have been way bigger companies than Shadow that went down, because of ignorance/failure in customer communications.

Userlevel 6
Badge +5

@Wellnice The manufacturing factories are shutdown or running at minimum capacity. Shipping lanes that are congested or shutdown. That brings shipping delays, manufacturing delays, anything you order from china right now will be more delayed, more expensive than before the virus. I usually say that we have to wait and see for information coming from Shadow, don’t bend things I said. And if you actually didn't care, I dont think you would be attacking me over it and we wouldnt be continuing to have this conversation either. :shrug:

Anyways, I understand you are frustrated, but sadly all we can do right now is wait for Shadow to out with news, bad or good. 

Userlevel 5
Badge +1

@Wellnice The manufacturing factories are shutdown or running at minimum capacity. 


“TSMC has said that production in its Chinese facilities remains on track despite the coronavirus outbreak impacting output at a number of factories in the country”

 

so, you got a source for your information?

Badge +1

First, I’m going to ask that before posting in this thread you please re-read the forum rules, failure to follow these rules will result in removal from this fourm.. 

 

Badge

First, I’m going to ask that before posting in this thread you please re-read the forum rules, failure to follow these rules will result in removal from this fourm.. 

 

So what rule does “Please send me your information I’d like to review them” break?

 

Or is catching Blade with their hands in the cookie jar considered “rude” now?

Userlevel 1

I've been waiting 2 months now and just today, 3 days before the end of juli, my activation date changed from juli 2020 to 2021!!!!!!!!!!! I'm really, really pissed!!! 

Ya that’s pretty much the definition of a scam. Advertise instant access, then delay but guarantee access by a certain date. Once that date passes they send out a generic email telling you it will be soon but we all know it won’t be for another several months. Yet you have our money. SCAM all the way thru. I’m an artist. Ya I could put on my site that I can paint you something and get it to you the same day, hell if I did I would be rich but what if I just took the money and didn’t paint anything, or if I do I would paint It months or years from now. That’s literally what y’all are doing. Already posted to bbb. Y’all suck 

Uhm okay, that's not a very good comparison first of all. Secondly, you have to understand the current world situation and how difficult it is to get hardware deliveries or to have employees work in data centers. Thirdly in order to be classified as a scam, it would have to be something that would never come, in this case, this is a website bug and their Shadow will still be delivered on time. So I would suggest not throwing out baseless claims of a “scam” next time around as some companies can claim a defamation lawsuit against you over that.  

It’s a great comparison. I’m could offer something I know I won’t be able to get them for months as “instant” I bet I would get a bunch of orders. They probs aren’t delayed just having super troubles with investment issues and need preorder money to keep the current access going 

Userlevel 1


Oh and btw “Secondly, you have to understand the current world situation and how difficult it is to get hardware deliveries” this is beyond bullshit, I’m working at an IT company myself and we’ve already been getting hardware deliveries (also from e.g. China) again for months. Nothing but poor excuses.
 

Just because you and your company, in particular, don't have issues, doesn't mean every other company is in the same situation. I don't sugar coat things, I'm trying to be positive and look at things I can see, and not be so negative about everything and speculate so much.

And why do you suddenly attack me for being trying to be positive and call everything I say “bullshit”. Especially with how the current world situation is and how awful this year has been for everyone :disappointed_relieved:

You seem frustrated and I completely understand why, but letting that frustration out on someone isn’t the way to go. I really do hope Shadow can announce some information for all of us soon and that you can get the answers you so desire. 

i mean dude all of shadows competitors with same technology and more customers are running fine, so dont see how shadow is the only one to not get shipments. 

Userlevel 1

I've been waiting 2 months now and just today, 3 days before the end of juli, my activation date changed from juli 2020 to 2021!!!!!!!!!!! I'm really, really pissed!!! 

Ya that’s pretty much the definition of a scam. Advertise instant access, then delay but guarantee access by a certain date. Once that date passes they send out a generic email telling you it will be soon but we all know it won’t be for another several months. Yet you have our money. SCAM all the way thru. I’m an artist. Ya I could put on my site that I can paint you something and get it to you the same day, hell if I did I would be rich but what if I just took the money and didn’t paint anything, or if I do I would paint It months or years from now. That’s literally what y’all are doing. Already posted to bbb. Y’all suck 

Uhm okay, that's not a very good comparison first of all. Secondly, you have to understand the current world situation and how difficult it is to get hardware deliveries or to have employees work in data centers. Thirdly in order to be classified as a scam, it would have to be something that would never come, in this case, this is a website bug and their Shadow will still be delivered on time. So I would suggest not throwing out baseless claims of a “scam” next time around as some companies can claim a defamation lawsuit against you over that.  

It’s a great comparison. I’m could offer something I know I won’t be able to get them for months as “instant” I bet I would get a bunch of orders. They probs aren’t delayed just having super troubles with investment issues and need preorder money to keep the current access going 

and its funny you claim lawsuit, im ready for one lol cuz i have PLENTY of proof of false advertisement. 

Userlevel 1

@Wellnice The manufacturing factories are shutdown or running at minimum capacity. Shipping lanes that are congested or shutdown. That brings shipping delays, manufacturing delays, anything you order from china right now will be more delayed, more expensive than before the virus. I usually say that we have to wait and see for information coming from Shadow, don’t bend things I said. And if you actually didn't care, I dont think you would be attacking me over it and we wouldnt be continuing to have this conversation either. :shrug:

Anyways, I understand you are frustrated, but sadly all we can do right now is wait for Shadow to out with news, bad or good. 

Holy crap girl you literally comment on people’s post saying they are wrong and the company is perfect. And then say they are “attacking” you when they comment back literally just stating you couldn’t be more wrong. That’s not an attack. Plus mind your own business if you want to be left alone lol. 

Userlevel 5
Badge +4

Hey all, thanks for taking the time to share your feedback here, though please remember to keep it civil. 

Regarding the claims of instant-access vs pre-orders in our communication, this is a definite shift we made in response to the global pandemic impacting our services, both in terms of limits we had to put in place and changes necessary to our communication about Shadow itself.

Before March 2020, Shadow Boost (or Shadow Legacy) activations happened in 2-5 hours on average in the US, with some varying activation delays (Chicago in January). As activation times consider multiple factors and we have not encountered this scenario before, it has been a bumpy road that we are determined to take only as a challenge to improve.

As a last point to address the notion we are providing false delivery dates I’d like to note this week’s discrepancy in volume of activations at each datacenter:

  • Amsterdam
    • 3 days worth of pre-orders activated this week
  • Paris
    • 4 days worth of pre-orders activated this week
  • Texas & Chicago
    • 1 month~ worth of pre-orders activated this week
  • New York
    • 5 days worth of pre-orders activated this week

Deployments have unfortunately not gone according to plans, but hopefully this discrepancy shows that activations are very much a case by case situation for each DC, particularly concerning delays.

If I’ve missed any points of your feedback or you have additional questions, please let me know!

Userlevel 1

Hey all, thanks for taking the time to share your feedback here, though please remember to keep it civil. 

Regarding the claims of instant-access vs pre-orders in our communication, this is a definite shift we made in response to the global pandemic impacting our services, both in terms of limits we had to put in place and changes necessary to our communication about Shadow itself.

Before March 2020, Shadow Boost (or Shadow Legacy) activations happened in 2-5 hours on average in the US, with some varying activation delays (Chicago in January). As activation times consider multiple factors and we have not encountered this scenario before, it has been a bumpy road that we are determined to take only as a challenge to improve.

As a last point to address the notion we are providing false delivery dates I’d like to note this week’s discrepancy in volume of activations at each datacenter:

  • Amsterdam
    • 3 days worth of pre-orders activated this week
  • Paris
    • 4 days worth of pre-orders activated this week
  • Texas & Chicago
    • 1 month~ worth of pre-orders activated this week
  • New York
    • 5 days worth of pre-orders activated this week

Deployments have unfortunately not gone according to plans, but hopefully this discrepancy shows that activations are very much a case by case situation for each DC, particularly concerning delays.

If I’ve missed any points of your feedback or you have additional questions, please let me know!

You’ve known you’ve had “delays” whatever that means but why are you still taking preorders even tho you damn well know you won’t be able to access them till 2021 but they get a estimated date of July And you still get money from them lol. Like I get it’s tough right now but you gotta draw the line somewhere and say “hey guys thanks for the overwhelming amount of orders however at this time we can no longer accept more orders because we don’t  even have anything for current orders?” I mean it might sound bad but… I guess y’all missed a few business classes while playing cod or something. 

Userlevel 6
Badge +5

@Wellnice The manufacturing factories are shutdown or running at minimum capacity. Shipping lanes that are congested or shutdown. That brings shipping delays, manufacturing delays, anything you order from china right now will be more delayed, more expensive than before the virus. I usually say that we have to wait and see for information coming from Shadow, don’t bend things I said. And if you actually didn't care, I dont think you would be attacking me over it and we wouldnt be continuing to have this conversation either. :shrug:

Anyways, I understand you are frustrated, but sadly all we can do right now is wait for Shadow to out with news, bad or good. 

Holy crap girl you literally comment on people’s post saying they are wrong and the company is perfect. And then say they are “attacking” you when they comment back literally just stating you couldn’t be more wrong. That’s not an attack. Plus mind your own business if you want to be left alone lol. 

If you actually followed the conversation just a couple of messages above you would have seen that they responded to me first after I was just around in this post. I don't know what their problem is, I genuinely don't care and I'm not going to keep responding to them as they are just picking at me for the sake of arguing now even though they “don't care”. And funny you tell me to mind my own business when you’re currently getting in it. But in any case, I hope both of your frustrations can be addressed by Shadow when they come out with the news and answers that you so desire, we just have to wait and see. 

Userlevel 5
Badge +1

Hey all, thanks for taking the time to share your feedback here, though please remember to keep it civil. 

Regarding the claims of instant-access vs pre-orders in our communication, this is a definite shift we made in response to the global pandemic impacting our services, both in terms of limits we had to put in place and changes necessary to our communication about Shadow itself.

Before March 2020, Shadow Boost (or Shadow Legacy) activations happened in 2-5 hours on average in the US, with some varying activation delays (Chicago in January). As activation times consider multiple factors and we have not encountered this scenario before, it has been a bumpy road that we are determined to take only as a challenge to improve.

As a last point to address the notion we are providing false delivery dates I’d like to note this week’s discrepancy in volume of activations at each datacenter:

  • Amsterdam
    • 3 days worth of pre-orders activated this week
  • Paris
    • 4 days worth of pre-orders activated this week
  • Texas & Chicago
    • 1 month~ worth of pre-orders activated this week
  • New York
    • 5 days worth of pre-orders activated this week

Deployments have unfortunately not gone according to plans, but hopefully this discrepancy shows that activations are very much a case by case situation for each DC, particularly concerning delays.

If I’ve missed any points of your feedback or you have additional questions, please let me know!

Please, finally…, give some information on ultra/infinite. You can’t be serious to ignore it all the time!

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