I think the biggest problem that Purism currently has is communication. It’s not the fact that laptops take a while to ship (when dealing with a small company like this one, some delays are expected); it’s the fact that they constantly give incorrect information.
Yes, I understand all the variables that go into why they cannot give a precise ship date for all orders; however, repeatedly giving a date that is off by several weeks (at a time when their website says that they are shipping from inventory) demonstrates that whatever process they use to give the ETA’s is flawed, and they should either try to find another way to make sure the information is accurate, or stop giving them altogether.
To me, it seems like when someone inquires about an order, all they would have to do is this:
- Get their order number.
- Check the order number of the latest shipped order (they could check the last order shipped on the previous day, to make things simple).
- See how many orders there are between those two.
- Based on the (average) number of orders they ship per week, they would be able to easily calculate (roughly) how many days before that order ships.
Again, because of cancelled orders, etc., this wouldn’t be 100% accurate, but it would be very close, much closer than the current estimates (where someone could get the runaround for at least a whole month: every two weeks being told it will be another two weeks before receiving their device).