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FAQ Shadow Ultra & Shadow Infinite Delay

FAQ Shadow Ultra & Shadow Infinite Delay
Userlevel 7
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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.


This topic has been closed for comments

116 replies

Userlevel 5
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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.

 

 

Userlevel 3
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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.

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 ...

Userlevel 2
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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 

Userlevel 2

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

Userlevel 4
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Welcome to the beginning of 2021.

Half a year after the last official statement and we still know nothing. Will there be another delay? If you can’t provide us with more information now I will count this as a “yes, there will be another delay”. You had 430 days (more than 14 months since the announcement) - plenty of time. 

The next 4 weeks will decide whether I cancel my preorder from 2019 and upgrade my computer or stay with Shadow. This is more than ridiculous at this point.

Userlevel 5
Badge +1

@LucFromShadow 
@BrittaneyFromShadow 

We still get ignored or will there FINALLY be information???
In case you missed it, we already have 2021 now...

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.

 

 

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.

Userlevel 3
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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.

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. 

Userlevel 3
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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!

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.

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.

 

 

Userlevel 1

 

 

What I don't understand is why is it available in the US and not in Europe; your first market ...

and especially your non-existent answers

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.

Userlevel 2

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

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.

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?

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!

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.

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. 

Userlevel 2

If the delays are due to C-19, why is this available already in the US, which had Shadow much later than in the EU? No info in the forum post below my order, which is all Boost info. The moderator of that page suggested I make a support call... which I did and they told me nothing, directing me here for more information.

Really? Still waiting. Leaving your most loyal customers in a complete vacuum, with the promise of hardware that, fifteen months later, is obsolete already, is not great customer service. All we're asking for is updates...not "here is a deadline and as soon as we're near it we'll move that deadline on for "reasons".

Userlevel 4
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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.

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...