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FAQ Shadow Ultra & Shadow Infinite Delay

FAQ Shadow Ultra & Shadow Infinite Delay
Luc from Shadow
Userlevel 7
Badge +4

last updated on Wednesday, April 7th, 2021 in reference to A new beginning in sight for Shadow.

 

Q: I'm an active member. What will happen to my Shadow subscription?

Your Shadow subscription will remain fully functional, as usual. There are no impacts on the service.

 

Q: I have an active Shadow Boost subscription and a pre-order for Shadow Ultra or Shadow Infinite in Europe. What will happen?

For now, preorders are maintained. The arrival of a new investor will allow us to have more clarity on the deployment plan. As a reminder, preordering a Shadow Ultra or Shadow Infinite is free, and you can always cancel via your account page.

 

Q: What will happen to the planned release of Shadow Ultra and Shadow Infinite in California and New York?

While we await for new ownership, the release of these new configurations is put on hold for now. We will update you when we have information to share.

 

I preordered Shadow Boost, will I still be able to access it?

Yes, nothing changes. You will be given access according to the date displayed on your account page.

 

I preordered Shadow Boost but I would like to get reimbursed. Is it possible?

Yes, absolutely. Simply click "Cancel my preorder" on your account page. You will be reimbursed in 5 to 10 business days.

 

Why didn't you communicate earlier about the delays regarding Shadow Ultra and Shadow Infinite in Europe?

We had multiple options regarding the development of the company, but no certainty. We know more about Shadow's future now and as soon as this ownership change is complete, we will be able to communicate more information regarding the future of these offers in Europe.

 

What are the next steps of the investment process for Shadow?

This process should take a few weeks. As soon as it is done, we will communicate all the details and next steps.

From July 31st, 2020

 

Q: What will be the duration of the delay?
It is estimated that all Shadow Ultra and Shadow Infinite pre-orders are delayed to the beginning of 2021. However, given the current situation, there are many unknowns and we do not have enough clarity to provide a definitive answer.

Q: What is the cause of delay?
The enforced COVID-19 lockdown impacted our end-of-summer roll-out plan in many facets, including supply chain, production, labor, and access to datacenters. 

Q: Why weren’t the delays communicated sooner?
We were waiting to have a clearer view on the situation. Unfortunately, due to its complexities, we are unable to get more information. We will keep you informed as the situation evolves.

Q: How do I cancel my pre-order?
You can cancel your pre-order at any time on your customer account page via the ‘My Orders’ tab to receive a full refund (can take 5-10 business days depending on your bank). For more information, please read this Help Center article.

Please note, if you opted for a temporary Shadow Boost, we are unable to provide you with a refund as your credit was used for the first month’s payment.

Q: Will Shadow Ultra and Infinite remain the same as advertised? 
Yes, the components and hardware will remain the same as initially announced.  

Q: Are users still being activated on Shadow Boost?
Shadow Boost pre-order activations will continue to be activated with a slight delay. For more information check your account page and refer to weekly dedicated forum post. 
 

Looking for more information? Check out the Shadow News recap where we discussed the topic in-depth with Ness, our Head of Operations.

I.AM.LUC.
This topic has been closed for comments

116 replies

N
Userlevel 2

I can only laugh. This is hilarous to say the least. 

A
Badge

Stay strong guys, it will be worth it in the end!

M
Userlevel 1

Another thing that has been delayed by COVID-19 but I understand and it is beyond your control. We will just have to wait.

 

Hopefully you will be able to have additional storage space online in the near future as with the coming release of MS Flight Simulator I could really use some extra storage!

C
Userlevel 1
Badge

Clearly this is BS that covids caused this, this is just shadow to a tee. What was the excuse for the February delay again? So many excuses I can't keep up 😂😂

semiBJoker
Userlevel 3
Badge

I fully understand there may be delays due to the pandemic. But then it should be dealt with transparently. My Ultra should now be activated in August at the latest. But now I get informed a few days before that there are delays because of Corona? And then immediately more than half a year? It should have been clear before that there could be delays. But when asked, they always acted as if everything was fine. As I said, I have absolute understanding on the basis of the pandemic. But not like this! Such information should be shared early on. And not via any streams or social media channels. This is now already the second delay, which is absolutely poorly communicated. I am really disappointed. I just hope that it will be released even earlier. But I will definitely not take part in another delay.

A
Userlevel 2

I really think those who pre ordered on day 1 - 29th October 2019 should receive 6 months free service as a gesture of good will from Blade Group. This announcement today is a pain in the backside but like most I have waited nearly a year and it will come when it comes now  I also wish they told the truth as to why we have been delayed a second time as others have said  COVID19 is NOT the reason here I suspect it is an issue with their involvement with OBS who are known for this sort of comical business. But more transparency with their customers is important. I do not listen to any of the Thursday livestreams any more as they swerve every answer and come over as chuffed they activated J Smith  in Smalltown USA. Sort yourselves out ASAP. A very disgruntled pre-orderer.

 

 

M
Userlevel 2

Shadow Boost is still pretty amazing, and runs everything I need it to, with great speed.

This delay, whilst annoying, will result in at least £50 per customer less revenue (more left in your pocket), so no need to look on the pessimistic side. Look on the bright side. All good things come to those who wait...

A
Userlevel 2

To me the biggest issue isn’t the fact that Shadow can’t stick to a date it is the fact that if they do finally manage deliver this it will be significantly older tech. The window for an industry leading graphics card is not that long in the first place - that was a large part of the appeal of Shadow. Was ...

D
Userlevel 2
Badge

This is terrible project management, you are now going to be looking at delivering 16 months late!!!! At this rate the technology is going to be outdated in half of the projected time as it's already going to be at least two year old tech on delivery.... Which means it's perceived value is going to be less but I doubt you will be willing to drop the price down to Match that loss 

W
Userlevel 5
Badge +1

I’m deeply involved in hardware orders (large corp) from all around the world and can assure everyone, pulling off Corona is a shitty excuse. Orders and deliveries are running smoothly for weeks and months again already.

Not only, the unbelievable insolence you pulled off in February when you let everyone believe that you would get your pre-order, which you had been waiting for half a year, and then it came out that this was never the plan, but that you collected pre-orders to reassure investors.

 

Wait a minimum of 14 months for a pre-order?


Next time you might hire people who know how to be honest with their paying customers right from the start.

Time to buy a gaming pc.

 

 

F
Userlevel 3
Badge

I gotta say, my biggest issue with this is that you’re still advertising pre-orders everywhere! I’ve not even been waiting as long as some and it’s annoying me. (Not to mention at a LOWER price than what I’ve agreed to which is just insult to injury).

I am still excited to be activated on infinite, but, as other commentators have said, the hardware is now not going to be properly up to date, which is supposed to be your major selling point!

Not looking great so far, Shadow!

M
Userlevel 2

To me the biggest issue isn’t the fact that Shadow can’t stick to a date it is the fact that if they do finally manage deliver this it will be significantly older tech. The window for an industry leading graphics card is not that long in the first place - that was a large part of the appeal of Shadow. Was ...

A very valid point, especially for those going for Infinite. I love Shadow because it produces (even with tech that was cutting edge 18 months / 2 yrs ago) a really nice, flexible solution to gaming and high-end video editing that I simply can’t do on my budget / tech. In early 2021, today’s best hardware will still be amazing at £300pa, and the flexibility to get off my game on the main PC when the wife wants to do some shopping, and resume seconds later on my laptop is one of the best aspects.

That’s why I’m patient, I guess. There isn’t anything out there like it, and being part of something like this is worth it.

W
Userlevel 5
Badge +1

I can only laugh. This is hilarous to say the least. 

Exactly.

Ridiculous how bad this community manager does his job.

Instead of a personal letter with an apology for all the frustration and disappointment you put your customers through, they come up with this FAQ shit. This is an indescribable joke.

M
Userlevel 2

FAQ - normally are as a result of people asking questions and they collate the common answers to save people the hassle of asking again. However, nowadays FAQs appear before anyone could have asked a question. Presumably, stands for Forecast/Anticipated Questions?

A bit like the “Consultation” culture where you decide a thing, then run a consultation which disagrees with the thing you’ve decided, then you do the thing anyway.

Communication in such situations is tricky. Do they worry us early, or wait for confirmation from suppliers and then tell us straight away. Difficult one. Teasing us with even better hardware spec might have been a nice thing, but depends on what their contracts are - reordering new level kit would probably put them at the back of a queue.

Meanwhile, enjoy the sunshine as well as enjoying your Boosts…

T
Userlevel 1

A few things that are obvious about Shadow:

 

  1. They lie about their reasons for delaying things.
  2. There is almost an arrogance about the way they treat customers.
  3. They do not know how to communicate effectively.
  4. They do not know how to provide ‘decent’ customer service far less good or great.
  5. They’ll get away with it all, because there is no real viable alternative to this solution other than buying a PC.
N
Badge

Currently from the technically and gamers perspective, I can’t blame Blade or complain about anything. They’ve developed the service and features on a level, which still haven’t found any competitor. Even if the press and media don’t honors this, but currently are all other Game-Streaming-Serivces far behind Blade Shadows current level.

The only things I could currently complain, are about:

  • The missing communication and transparency between the company and customers. (current topic)
  • The current low period of time, until your shadow-instance auto-shutdowns. (current situation)
  • And the anonym employe nicknames are feeling a bit Shaddy for a business. (but maybe this is just for the new (de-)generation: #yolo)

I hope and cross my fingers, that everything will become better in the future.

 

 

 

I really think those who pre ordered on day 1 - 29th October 2019 should receive 6 months free service as a gesture of good will from Blade Group. 

I’m disappointed too, but please don’t do drugs. 6 months for free are just hilarious request. But I think you can expect that Blade Group will put something small like a game top of the delayed customers who still waiting, next year. For free months gifts, they’re still just a to small company and haven’t done anything wrong or are in your debt.

M
Userlevel 2

Understand the frustration - and share. Communication, sure. But what evidence is that their quoted reasons for delay are not real? We know that there are hardware delays due to CV-19, especially reduced capacity in Feb-June in China, so I am not suspicious. The fact that for every user going to Ultimate, they are losing £10 per user in the meantime, as well as losing the Boost capacity that they could deploy to a new user, I firmly believe “they would if they could”.

It’s a popular and quick choice to accuse the Shadow team of somehow deliberately delaying to annoy their customers, or not being able to do it quicker due to laziness. But, this is unlikely to be true, in my opinion.

W
Userlevel 5
Badge +1

Currently from the technically and gamers perspective, I can’t blame Blade or complain about anything. They’ve developed the service and features on a level, which still haven’t found any competitor. Even if the press and media don’t honors this, but currently are all other Game-Streaming-Serivces far behind Blade Shadows current level.

The only things I could currently complain, are about:

  • The missing communication and transparency between the company and customers. (current topic)
  • The current low period of time, until your shadow-instance auto-shutdowns. (current situation)
  • And the anonym employe nicknames are feeling a bit Shaddy for a business. (but maybe this is just for the new (de-)generation: #yolo)

I hope and cross my fingers, that everything will become better in the future.

 

 

 

I really think those who pre ordered on day 1 - 29th October 2019 should receive 6 months free service as a gesture of good will from Blade Group. 

 they’re still just a to small company and haven’t done anything wrong or are in your debt.

Are you on drugs? They did nothing wrong?

If you say to your customers, you can pre-order now (10/2019) and it will be delivered in February (02/2020) and then in February you say “ah sorry no, we just wanted to see how many people pre-order to please investors”

you think this is doing nothing wrong? You must be joking!!!

A
Userlevel 2

customer service STINKS no I do not and am not on drugs I have promoted Shadow and Blade every day since being a subscriber now 2 years they get worse with the way they communicate with their customers and I have now cancelled my pre order and will check again in a couple of years but will stay on Boost as of today (!st Aug 2020) I do not  see any benefit to either Ultra or Ultimate in 2021 when as others have said gaming tech will have moved on quite a way. 

 

I have used my promo code and had at least 5 new subscribers brought in, what have I received ?! Nothing as Blade still have not sorted this out after a year of numerous emails back and forth to zendesk. - So seeing us get anything beneficial from Blade group is more fairy dust and rocking horse poop …… It aint gonna happen !

 

Enough is enough. 

I am done until 2023 - 2025 when I suspect Facebook / Oculus or another big player will have bought them out and we have a more clearer picture.

 

 

W
Userlevel 5
Badge +1

My quote should’ve gone towards @novek , who said “they’re still just a to small company and haven’t done anything wrong” which is the biggest joke I’ve ever seen here.

A
Userlevel 2

My quote should’ve gone towards @novek , who said “they’re still just a to small company and haven’t done anything wrong” which is the biggest joke I’ve ever seen here.

I know they are no longer taking any NON US Ultra & Ultimate pre orders also being Equinix is an American company they have prioritised there instead of the EU even with 11 of their data centres in the UK. So if they have issues with the Paris Data centre why not open one in the UK to get around the so called issues in France. I do my research so know there is a lot of spin being spun here and time others did not fall for it any longer.

 

Who got to test the VR beta first ?! US

 

A
Userlevel 2

A few things that are obvious about Shadow:

 

  1. They lie about their reasons for delaying things.
  2. There is almost an arrogance about the way they treat customers.
  3. They do not know how to communicate effectively.
  4. They do not know how to provide ‘decent’ customer service far less good or great.
  5. They’ll get away with it all, because there is no real viable alternative to this solution other than buying a PC.

Re Number 5 “For Now” I know Oculus and Nvidia are considering doing their own version so Blade Group’s days of being the only one could be numbered and to be fair a bit of competition may kick them hard enough in the preverbial they chance their attitude.

ViaCard
Userlevel 1
Badge

A few things that are obvious about Shadow:

 

 

  1. They’ll get away with it all, because there is no real viable alternative to this solution other than buying a PC.

 

You have to correct number 5.

I use this service to shorten the waiting times until my shadow boost is activated. Had my own Windows 10 with a Qaudro P6000 graphics card in just under 2 hours. I can finally play VR games.

This link got me on it:

 

https://medium.com/@jehanmichel/how-to-play-to-half-life-alyx-on-oculus-quest-without-a-gaming-computer-8a38d2130821

 

 

N
Badge

I really think those who pre ordered on day 1 - 29th October 2019 should receive 6 months free service as a gesture of good will from Blade Group. 

 they’re still just a to small company and haven’t done anything wrong or are in your debt.

Are you on drugs? They did nothing wrong?

If you say to your customers, you can pre-order now (10/2019) and it will be delivered in February (02/2020) and then in February you say “ah sorry no, we just wanted to see how many people pre-order to please investors”

you think this is doing nothing wrong? You must be joking!!!

You haven’t paid a penny for the upgrade yet. Sure you can blame them, for their actions. But still they haven’t hurt your wallet in a way, which would/could need financial compensation. They just haven’t archived their goals, the reasons and how to communicate them is another topic.

 

@Wellnice @Artful72 

At least I’ve to agree, that as much more information the community gathered, it takes the Blade Group not really under a good light. I even never thought this far, that they’re now more interested into the US market and just seeing us as a crowd of alpha and beta-testers. Feels not nice, if that’s true. But it seems, this is how business works and I bet, finding investors who could compete in the future with the big companys is in the US easier.

W
Userlevel 5
Badge +1

I really think those who pre ordered on day 1 - 29th October 2019 should receive 6 months free service as a gesture of good will from Blade Group. 

 they’re still just a to small company and haven’t done anything wrong or are in your debt.

Are you on drugs? They did nothing wrong?

If you say to your customers, you can pre-order now (10/2019) and it will be delivered in February (02/2020) and then in February you say “ah sorry no, we just wanted to see how many people pre-order to please investors”

you think this is doing nothing wrong? You must be joking!!!

You haven’t paid a penny for the upgrade yet. Sure you can blame them, for their actions. But still they haven’t hurt your wallet in a way, which would/could need financial compensation. They just haven’t archived their goals, the reasons and how to communicate them is another topic.

 

@Wellnice @Artful72 

At least I’ve to agree, that as much more information the community gathered, it takes the Blade Group not really under a good light. I even never thought this far, that they’re now more interested into the US market and just seeing us as a crowd of alpha and beta-testers. Feels not nice, if that’s true. But it seems, this is how business works and I bet, finding investors who could compete in the future with the big companys is in the US easier.

 

I haven’t paid a penny, correct. But I believed their bullshit and missed opportunities to buy hardware at the beginning of the year way cheaper, than now.

So actually, thanks to shadow, a gaming pc costs me more money now.

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