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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

Gelgoog
Userlevel 5
Badge +6

@StarsNem 

As shadow has stated in their live broadcast that at this point in time 1/26/2021 they have no new information to share. -Gelgoog

U
Userlevel 4

Just tuned in to see whether I could “pre”-order infinite or ultra in the near feature (cause Boost with 2,5Ghz CPU is ridiculously slow and definitley no where near the advertised 3,4Ghz). To see all this comments of people who preordered infinite and ultra back in 2019 and still not getting it makes me even quit Boost by the end of this year to invest in a new PC. If there would be any kind of information for us, maybe I would stick to it and wait. But seeing even the information already given in the past has been incorrect a few times, makes my descision on this even clearer. Sorry - at the beginning, I was really amazed by Shadow. Now it is getting quite … old. Guys - you are loosing customers here.

Nothing really is like advertised… cpu speed varies between 2,5 and 3,2 ghz, but not the advertised 3,4. the gpu is advertised similar to gtx 1080, its more like a 1060 oc with more vram. Ssd disk drive advertised, scsi devices are used… yeah by the end of february my subscription ends… dont think that i will continue using...


I am also disappointed with the contrast between advertising and reality. If I wasn't afraid of my old 980 Ti i7 6700k PC breaking down, I would cancel Shadow today and buy a new full PC with a 3070 GPU.

But HW prices are totally sick at this moment.

In its current form without Ultra, Shadow is not competitive. And I doubt whether Ultra would perform sufficiently.

P
Userlevel 2

I think they don't share the information for a specific reason. If they did, most would probably cancel the pre-order, which would leave a big financial hole. Assuming that, the information seems so hopeless that they prefer to wait and accept the few lost customers, since that way there are still enough waiting and waiting. There may also have been an internal directive not to comment further on the subject, because otherwise it could become difficult. Meanwhile, the demand increases because Boost hardware becomes obsolete. Guess the only thing we could do is cancel.

I
Userlevel 1

I will try my best to annoy them until my subscription ends. If they dont tell us anything (i dont even care what, another delay? Ok, but just talk to us goddamned!!!) i wont use shadow anymore. Im using it for more than 2 years now, but its getting frustrating. 
 

so it has to be a new pc for me, because there is no good alternative to shadow… really sad...

semiBJoker
Userlevel 3
Badge

Hi,

I am reaching the end of my Shadow journey too.

I have joined early 2018 and have been with shadow ever since. First I saw a huge potential and to me it was all depending on the promised transparency. Unfortunately that is a massive fail. 

Never got any satisfying answer through any of my tickets about the delays and most of the times they took ages to even answerer those and now I don't even bother sending tickets in.

 I have also been through a lot of trouble with shadow service as well as hardware (ghost) being faulty, or not being able to use shadow sometimes for very long time due to some unexplained technical difficulties in shadow HQ.

All this I could deal with as technical problems come with any technology like this and I also had a lot of good times playing all sort of games, However it is the attitude, lack of information and reassurance from shadow to all people who invested money, a lot of time and trust into using ‘supporting of the growth’ of shadow as a business and without that Shadow wouldn't be where it is today and I think they shouldn't be forgetting people who helped them to get to where they are now. People/Us are the most important Investors out there and yet we left in the dark all the time.

I have signed up for the Shadow Infinite early November 2019 and have been waiting ever since, it is now 2021 ;-O and there is still not even a glimpse of news to us about it, Shocking! I won’t go into how disappointed I am about how Shadow has dealt with this whole situation as I wouldn't be able to be very nice about it and there is just no point, because nobody will respond anyways.

 I don't even know why I m still waiting because if I really think about it with all the money invested into shadow over all this time I could have upgraded my gaming computer at home which is only missing gpu and I would be good to go.

For me this is at a very critical point and unless somebody from Shadow takes charge and does something about it I think a lof of poeple will be leaving Shadow for good very soon. The only thing keeping people in atm is the queue of the orders and preorders, as people don't want to waste all the time they waited already, but my opinion is What is the point waiting in the queue for something which isn't in stock and looks like it never will be.

 

 

I feel you! It's really frustrating. Also simply because they don't deal with it transparently. When I registered for an ambitious start-up at the time, I really thought that was the future. In the meantime, however, I'm just disappointed. Also because it seems so hypocritical that the problem is still silent with Ultra and Infinite.

But that's not all. One of the basic ideas behind Shadow was that you never have to spend money on upgrades again, because the servers are kept up to date. However, I'm promised an RTX 2080 in my ultra-order. Meanwhile there has already been the 2080 Super and currently already the 30 Series. So, if I get my Shadow Ultra now, the hardware used is already outdated. The current 1080 is so ancient that I don't even try to install new games.

Frankly, I don't know why I'm still paying for Shadow at all. Despite the fact that I don't have Windows there, GeForce Now now offers me the better price-performance ratio. I can't freely install my games. But I can play Cyberpunk and many other games on Ultra with ray tracing.

If new information isn't really shared soon, I'll cancel my shadow. And should they postpone it again, then too. My patience and goodwill are exhausted.

T
Userlevel 1

When will there finally be new reports regarding the current status of infinite within the EU?

B

Pre ordered my Infinite in October2019… Still waiting…

 

N
Userlevel 4
Badge
Source: Weekly Discussion | February 01, 2021 : ShadowPC (reddit.com)

 

No news according to @BrittaneyFromShadow

 

 
R

Pre ordered my Infinite in October2019… Still waiting…

 

Same here, 29th October 2019 and still terminated to “Begin of 2021” )-;

K

 

==> English please

E
Userlevel 1
Badge

Hi,

I am reaching the end of my Shadow journey too.

I have joined early 2018 and have been with shadow ever since. First I saw a huge potential and to me it was all depending on the promised transparency. Unfortunately that is a massive fail. 

Never got any satisfying answer through any of my tickets about the delays and most of the times they took ages to even answerer those and now I don't even bother sending tickets in.

 I have also been through a lot of trouble with shadow service as well as hardware (ghost) being faulty, or not being able to use shadow sometimes for very long time due to some unexplained technical difficulties in shadow HQ.

All this I could deal with as technical problems come with any technology like this and I also had a lot of good times playing all sort of games, However it is the attitude, lack of information and reassurance from shadow to all people who invested money, a lot of time and trust into using ‘supporting of the growth’ of shadow as a business and without that Shadow wouldn't be where it is today and I think they shouldn't be forgetting people who helped them to get to where they are now. People/Us are the most important Investors out there and yet we left in the dark all the time.

I have signed up for the Shadow Infinite early November 2019 and have been waiting ever since, it is now 2021 ;-O and there is still not even a glimpse of news to us about it, Shocking! I won’t go into how disappointed I am about how Shadow has dealt with this whole situation as I wouldn't be able to be very nice about it and there is just no point, because nobody will respond anyways.

 I don't even know why I m still waiting because if I really think about it with all the money invested into shadow over all this time I could have upgraded my gaming computer at home which is only missing gpu and I would be good to go.

For me this is at a very critical point and unless somebody from Shadow takes charge and does something about it I think a lof of poeple will be leaving Shadow for good very soon. The only thing keeping people in atm is the queue of the orders and preorders, as people don't want to waste all the time they waited already, but my opinion is What is the point waiting in the queue for something which isn't in stock and looks like it never will be.

 

 

I am REALLY glad that I am not the only one with this feeling.
In 2018 and 2019 i woud gladly try to sell shadow to friends and family, but the lack of information about Ultra/Infitnite upgrades the last 6+ months have given me second toughts.
It seems that the “preorder status” that awainting european users, is the shadow companys way to gain leverage on banks/shareholdres to get the money to make the upgrades, BUT!
If we are to contriune to keep this status we need information. Why not keep the information transparrent to us?
Its like ordering a GTX 2080 in October 29. 2019 and getting told by the store in summer 2020  that, delivery MAYBE beginning of 2021.
The idea of cloud gaming is the future, no doubt. But this wait for an promised upgrade seems like waiting for nothing, when no information is being shared.

W
Userlevel 5
Badge +1

I have already read several times on different platforms that Shadow is in a bad financial situation.

The fact that we haven't received a single piece of information in over half a year shows how bad things are for Shadow as a company.

It also clearly shows that Covid-19, as the main reason for a delayed delivery date, was a brazen, shabby lie.

If you run a company in such a shitty way and lie to your customers, you deserve to go under.
 

Apart from that, there is now another cloud gaming service that works exactly like Shadow.

It is still more expensive at the moment, but still offers many advantages, such as no need to switch off and better performance.

Shadow is therefore much more in trouble than it was a year ago without any real competition.

O
Userlevel 1

Hi,

I am reaching the end of my Shadow journey too.

I have joined early 2018 and have been with shadow ever since. First I saw a huge potential and to me it was all depending on the promised transparency. Unfortunately that is a massive fail. 

Never got any satisfying answer through any of my tickets about the delays and most of the times they took ages to even answerer those and now I don't even bother sending tickets in.

 I have also been through a lot of trouble with shadow service as well as hardware (ghost) being faulty, or not being able to use shadow sometimes for very long time due to some unexplained technical difficulties in shadow HQ.

All this I could deal with as technical problems come with any technology like this and I also had a lot of good times playing all sort of games, However it is the attitude, lack of information and reassurance from shadow to all people who invested money, a lot of time and trust into using ‘supporting of the growth’ of shadow as a business and without that Shadow wouldn't be where it is today and I think they shouldn't be forgetting people who helped them to get to where they are now. People/Us are the most important Investors out there and yet we left in the dark all the time.

I have signed up for the Shadow Infinite early November 2019 and have been waiting ever since, it is now 2021 ;-O and there is still not even a glimpse of news to us about it, Shocking! I won’t go into how disappointed I am about how Shadow has dealt with this whole situation as I wouldn't be able to be very nice about it and there is just no point, because nobody will respond anyways.

 I don't even know why I m still waiting because if I really think about it with all the money invested into shadow over all this time I could have upgraded my gaming computer at home which is only missing gpu and I would be good to go.

For me this is at a very critical point and unless somebody from Shadow takes charge and does something about it I think a lof of poeple will be leaving Shadow for good very soon. The only thing keeping people in atm is the queue of the orders and preorders, as people don't want to waste all the time they waited already, but my opinion is What is the point waiting in the queue for something which isn't in stock and looks like it never will be.

 

 

I am REALLY glad that I am not the only one with this feeling.
In 2018 and 2019 i woud gladly try to sell shadow to friends and family, but the lack of information about Ultra/Infitnite upgrades the last 6+ months have given me second toughts.
It seems that the “preorder status” that awainting european users, is the shadow companys way to gain leverage on banks/shareholdres to get the money to make the upgrades, BUT!
If we are to contriune to keep this status we need information. Why not keep the information transparrent to us?
Its like ordering a GTX 2080 in October 29. 2019 and getting told by the store in summer 2020  that, delivery MAYBE beginning of 2021.
The idea of cloud gaming is the future, no doubt. But this wait for an promised upgrade seems like waiting for nothing, when no information is being shared.

This is exactly how I feel as well.

Back in the early days with Shadow Legacy, the service and customer support was super effective and I was happy to be able to use such a great product. Lots of friends asked me about my opinion and I recommended every single one of them to try it out as it works like a charm.

Now some years later, the whole thing has changed. When I made my subscription, we got promised, that Shadow will constantly be upgraded and we would have a guarantee, that we’ll be able to run every new game on “high settings”. This was until they changed their subscription model and suddenly this promise was just gone. We’ve been told, that we can just get a new better subscription and by that will have better hardware for the same price, which is totally fine. However, even when we subscribed in 2019, we still don’t have any info on how when we’ll get our new hardware.

Maybe it takes another year or maybe the higher models will never be available due some other reason. At this point and after two big delays, where there has been super bad communication and multiple apologies from Shadow about it, it seems like they still didn’t learn a thing. We’re in the exact same situation as a year ago, the activation is being delayed and there’s no info at all.

Half of the friends who subscribed, cancelled their subscription already and if anyone asks me about how I like Shadow right now, I tell them that they shouldn’t consider getting any subscription as it’s super vague. 

I still do believe, that Cloud Gaming is the future and I would love to see Shadow being successful as I support the idea, but I wouldn’t recommend it to anyone anymore.

 

Now it’s really on Shadow and their upper management to change the way on how things run in order to continue to grow.

I think they can’t count on a bigger part of their community anymore to help them with it, there was just too much false promises and I feel like it’s on them now to ear back the trust.

 

Sorry for the long post, that’s my two cents. 

Alex_Ger
Userlevel 1

Wow…

But the new customer has to pay immediately... Maybe he will be allowed to try out the service next autumn. 

Not good signs for Blade… :(

 
G
Userlevel 3

Why is it so difficult to give information for ultra/infinite activation to people who are waiting already 15 months for their upgrade. What is the story behind that - no resources, no manpower? Not good for your reputation. Not customer oriented.

G
Userlevel 3

I pre-ordered Ultra/infinite November 2019 !! (15 months ago) and was told it will be activated early 2021. How flexible is your “beginning 2021” commitment. End of March is my understanding. Take this as deadline for the end of my patience.

D
Userlevel 2

The same goes for me orderd on Oktober 29th… 2019

F
Userlevel 3
Badge

So, while I’ve been waiting over a year for my ultra to activate I’ve sourced and purchased a really quite nice high end rig. I’ve got a 3080 on order. One of two things will happen now; 

  1. Shadow will activate my ultra with the 2080 and I’ll probably cancel my 3080 order and just enjoy my new rig until the 30xx cards become more available and cheaper. 
  2. My 3080 card will arrive, I’ll install Parsec and use my home rig as a streaming service for my phone/tablet etc. Cancel Shadow and not look back. 

People here have been waiting extremely patiently for an extraordinary amount of time, which in itself is not that impressive until you remember that Shadow give no updates, ever. I used to recommend everyone pre-order shadow, it’s been 8 months since I’ve recommended it and now actively recommend avoiding it until they sort themselves out. 

Shadow may think that the boost customers will keep them going, but eventually everyone will stop wanting to deal with a company that don’t have the transparency or decency to keep you in the loop. I’m with the others on this thread, we need updates, and we need them now. 

G
Userlevel 3

Two month of the beginning 2021 are over now. Still waiting. No news.

Lost almost all patience. How serious do you take your committment and your customers?

N
Userlevel 4
Badge

Here we go… Another month without any activations or even news.

And I was so naïve and still believed that they would deliver this time. But 16 months is apparently not enough. Fool me once, shame on you; fool me twice, shame on me. A third delay is simply insulting and I cannot understand how people still trust this company.

I don’t think this is a healthy future for Shadow.

N
Userlevel 1

I think for those who are located in Germany, you could activate the “Verbraucherschutz” in order to check if communication/service offering/advertisement like that is feasible (according to the law).

But of course, you could just cancel the pre-order instead or simply wait. :)

A
Userlevel 2

https://www.nextinpact.com/article/46289/blade-shadow-est-dans-situation-financiere-difficile-dans-attente-dun-repreneur

 

KRRRKRRRKRRRRR

D
Userlevel 2

if thats the problem why can they be more transparent about that? if they have financial problems it is no problem to let us know we dont hate them for that …. be honest, dont lie or  !! thats all what i want !!

G
Userlevel 3

It is really a pity. Shadow is financially running downhill. Cloud gaming is the future. However,  I would really like to see more performance and I am willing to pay for it. Boost is not up to date for GPU and CPU. Still waiting for Ultra. Would expect more transparency and information on what the problem is.

G
Userlevel 3

Not at all good news for cloud gaming enthusiasts:

Shadow: the Blade company is in difficulty, and is looking for a buyer - Aroged

Let us hope they find a strong partner to support our platform.

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