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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

G
Userlevel 2

Since every other topic regarding changes has been locked, I guess I’ll have to ask this here. 

October 6th is my first bill date under the new pricing model and we STILL haven’t heard about upgrades to our Shadows’ hardware. I don’t think I’m being unreasonable to request that you give us some inkling of what we are going to be getting in upgrades since our monthly cost is more than doubling. 

I could see staying on two+ year old hardware at $12/mo. (USD) but at $29 I’m going to expect at least some news concerning upgrades soon.

Since the microchip shortage will last for another 1-2 years I think it's safe to say there won't be any upgrades any time soon. I'm waiting to get a hdd expansion...

Honestly, if the answer is “we can’t do upgrades right now because of X” I’m… well not ok with it but I could swallow it for a while. I don’t think it’s unreasonable for customers who are being asked to pay over double what they were (for good reason mind you but still...) to be given some idea of what they’ll be getting for that increase. 

I can justify paying $360 (USD) a year for Shadow because I would conceivably spend that much a year on hardware upgrades on a PC I built myself. I can’t justify that cost if I’m going to be on a GPU that came out in 2017 until 2023 unless I know something is coming to make it worth the wait.

You are totally right, I am also not happy with the GPU. It's usable but the other day I was playing The Medium on 1080p and I was getting 20-50 FPS on medium to high settings. Hopefully I won't be using Shadow for long, I configured a pretty good gaming PC without a GPU, I'm looking for a 2080Ti minimum.

20Tw3ntee
Userlevel 2
Badge +1

Since every other topic regarding changes has been locked, I guess I’ll have to ask this here. 

October 6th is my first bill date under the new pricing model and we STILL haven’t heard about upgrades to our Shadows’ hardware. I don’t think I’m being unreasonable to request that you give us some inkling of what we are going to be getting in upgrades since our monthly cost is more than doubling. 

I could see staying on two+ year old hardware at $12/mo. (USD) but at $29 I’m going to expect at least some news concerning upgrades soon.

Since the microchip shortage will last for another 1-2 years I think it's safe to say there won't be any upgrades any time soon. I'm waiting to get a hdd expansion...

Honestly, if the answer is “we can’t do upgrades right now because of X” I’m… well not ok with it but I could swallow it for a while. I don’t think it’s unreasonable for customers who are being asked to pay over double what they were (for good reason mind you but still...) to be given some idea of what they’ll be getting for that increase. 

I can justify paying $360 (USD) a year for Shadow because I would conceivably spend that much a year on hardware upgrades on a PC I built myself. I can’t justify that cost if I’m going to be on a GPU that came out in 2017 until 2023 unless I know something is coming to make it worth the wait.

G
Userlevel 2

Since every other topic regarding changes has been locked, I guess I’ll have to ask this here. 

October 6th is my first bill date under the new pricing model and we STILL haven’t heard about upgrades to our Shadows’ hardware. I don’t think I’m being unreasonable to request that you give us some inkling of what we are going to be getting in upgrades since our monthly cost is more than doubling. 

I could see staying on two+ year old hardware at $12/mo. (USD) but at $29 I’m going to expect at least some news concerning upgrades soon.

Since the microchip shortage will last for another 1-2 years I think it's safe to say there won't be any upgrades any time soon. I'm waiting to get a hdd expansion...

20Tw3ntee
Userlevel 2
Badge +1

Since every other topic regarding changes has been locked, I guess I’ll have to ask this here. 

October 6th is my first bill date under the new pricing model and we STILL haven’t heard about upgrades to our Shadows’ hardware. I don’t think I’m being unreasonable to request that you give us some inkling of what we are going to be getting in upgrades since our monthly cost is more than doubling. 

I could see staying on two+ year old hardware at $12/mo. (USD) but at $29 I’m going to expect at least some news concerning upgrades soon.

S

Is this still coming out? It’s been a while since I’ve heard about Shadow Infinite? Looking forward to it

X
Userlevel 1

Thx for the news 🤔.

So... We gonna twice as much for the same configuration?

How about our 2 years old orders…

That s getting such a mess.

Would be nice if some staff could get interested in these topics cuz, yep we're the one paying for a service 

NoneZero
Userlevel 2

Yop. Any news maybe at some point?

New release dare for ultra and infinite?

 

never

X
Userlevel 1

Yop. Any news maybe at some point?

New release dare for ultra and infinite?

 

C
Userlevel 1

To the Shadow Team,

will there ever be a Shadow Infinite release?
I’ve preordered End of October 2019 and still nothing.
I think I waited long enough like the other here, and we want a clear answer.
Otherwise, I’m force to quit my subscription.

T

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

The end is not near. :-)

X
Userlevel 1

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?

Well... They just don't give a flyin f.. Ck

X
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 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.

Same here.

Pre-Ordered end of October 2019 and... Nothing…

Loosing faith in these peeps who clearly don't care of us but still take our money... 

Well if nothing come til June, I ll sell my account... 

 

N

So it's safe to say this is never coming out.... Shadow is done for and we should all ask for refunds... What a shame :(

W
Userlevel 5
Badge +1

I know it’s just 50 euro, but do you guys think we should worry about Shadow going bankrupt and the infinity tier preorder fee goes with it?


They already did declare bankruptcy
https://9to5google.com/2021/03/09/shadow-game-streaming-bankruptcy/

NoneZero
Userlevel 2

Yes save.

Just the one in the current post on updates here is XD too good the dude.

E
Userlevel 2

I know it’s just 50 euro, but do you guys think we should worry about Shadow going bankrupt and the infinity tier preorder fee goes with it?

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.

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.

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 !!

A
Userlevel 2

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

 

KRRRKRRRKRRRRR

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. :)

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.

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?

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. 

D
Userlevel 2

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

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