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Can we have a quick explanation about the delay?

Hi,
As many of us Scratch Wireless customers are aware, Scratch is currently out of the Photon Q. It has been stated several times to several different people that a new line of devices is on the way and should be available in a “couple of weeks.”

I got this information both in the reply to my ticket (5976) and in this post here: https://scratchwireless.zendesk.com/hc/en-us/articles/201081223-Can-I-use-my-own-phone-

The thing is, it has now been over two weeks since I was told it would be a couple of weeks, and in the above mentioned post the time line of January/February was given (which is also now past). I am not trying to come off as inpatient; I'm sure that you guys are doing everything you can to get the new devices as soon as possible. But my Photon Q broken and I need a replacement, so I was hoping to hear something that could put my mind at ease as far as what's going on behind the curtain. I'm not asking for details about the new devices or where they are coming from, I'm simply hoping for a short and sweet statement that might inform us of where you are at as far as acquiring these new devices goes. Something along the lines of “The reason we are experiencing delays is because we're currently waiting for X to be finished” or “We're waiting for Y to get back to us” would be nice.

Again, I'm just looking for reassurance that all is going well. Thanks.

If anyone else agrees with me please chime in.

cerickson993

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I am right there with you. I would love to know what is going on. I have been waiting to get a phone since January. Just a nugget, a little nugget of hope would be great!

It is just a little concerning that Scratch is having this problem while their competitors are not... but I will hold out a little while longer...

Throw us a bone!! :)

Sam

Eppleys 1 vote
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I have a feeling the delay is due to the problems that their competitor is experiencing and Scratch needs more time to work-out those bugs. See here.

http://tinyurl.com/ozrts7h

I was impatient and bought a Moto E from Republic. The bugs listed in the above mentioned website are correct. It took a month of emails to finally get my money back from Republic. Trust me, you don't want to deal with Republic and you don't want the phone problems that Republic has. I will continue to wait...

With that said, your point is valid. It would be good for Scratch to be somewhat accountable to exiting customers by giving an explanation and a realistic deadline.

Don 1 vote
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Hello,

Thank you for your concerns. We are doing great and want to make sure we can offer you the best possible experience at this time. There is no date for new phones but the wait will be worth it.

Patrick Roberts 0 votes
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Hello Patrick,

Thank you for your reply, I read it 9 days ago when you posted it and was satisfied for the time being. However, I did want to comment and let you know that I do hope we get some kind of time frame soon. Will we be getting these new phones this Spring? Or will it be in the Summer?

cerickson993 1 vote
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I would also like to buy a phone, at least by the end of this summer.

What is the actual reason for the delay?

Inability to purchase phones is implausible.

Is it rather some issue with contractual relationship with cell carrier Sprint?

I'd really like to buy a phone, but a 4 month gap in availability is incomprehensible.

Chris Karis 2 votes
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Chris you are correct. 4 months with no product to sell would typically be a nail in the coffin of any normal business.. so they are either scraping by on the monthly service plans to existing customers, or they have good $$ backers.
They are a 'start up' so problems are to be expected.. but this is getting a little ridiculous. There very well may be a plausible explanation, like as you said sprint may be giving them grief or something of that nature... but since they won't tell us what is going on.. all we can do is speculate.. my theories..
1. They way under estimated the amount of inventory they needed and they sold out too quickly, and don't have the $$ to buy new phones..
2. They are having problems getting the new phones to work correctly.. firmware issues. (Someone on this forum has mentioned buying a Scratch MotoX phone off Ebay that was a trial phone, and said Scratch wouldn't allow him to get service?)
3. The company is failing in such a way that the capital to do the roll outs of new phones is not available.
4. Being a sprint MVNO they might be having issues with the contract?? I have read articles saying that other MVNO's that use sprint were having problems.. but I believe that has been resolved..

Who knows.. I could be way off base.. but with the lack of information and just sitting out here waiting.. imagination gets the best of you!

I honestly hope that Scratch can pull it together.. I feel they offer a good service, and I can wait a little longer.. but not forever.

Eppleys 0 votes
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