...Outreach to Customers...
BulletTrain SAFE Wallet
Update on Second Production Run
My name is Alex Davie, and I have taken over as Director of Operations for BulletTrain.
At BulletTrain, we have always been committed to taking great care of our customers, and we genuinely appreciate all your kind feedback. We aim for absolute perfection in our products and customer service, and we are very disappointed, since we feel we have not achieved this high standard with the launch of the BulletTrain SAFE Wallet.
As many of our customers have learned, we experienced a number of unforeseeable challenges in the first production of the BulletTrain SAFE Wallet. We’ve produced thousands of BulletTrain SAFE Wallets that hit the market, and while a large majority of customers have been blown away, we approximate 20% of customers have experienced material-related challenges in one or more ways.
The BulletTrain SAFE Wallet has been a great challenge for BulletTrain to introduce. We gave the first production run a valiant effort, but despite our best intentions, the launch of the BulletTrain SAFE Wallet was affected by unforeseeable circumstances beyond our knowledge and control.
We knew the BulletTrain SAFE Wallet was so new and innovative that we would encounter challenges. This is the price one pays in trying to push the envelope with something so revolutionary. While we recognize there is a fine line between being an early adopter and being a beta tester, the discovery of the unforeseen challenges of the BulletTrain SAFE Wallet after launch has resulted in some customers getting a “beta” caliber experience. This is something we intend to make EVERY reasonable effort to correct with the second production run.
We wound up hitting critical capacity in terms of demand from customers as a result of the influx that came after the BulletTrain SAFE Wallet, and it took us some time to figure out what was going on. To best accommodate our customers, BulletTrain needed to grow to meet this demand. As a result, customers in the past month who have experienced issues with a possibly defective BulletTrain SAFE Wallet may have had direct communication with me (Alex).
I first came into contact with BulletTrain in May of 2013, when I discovered the BulletTrain SAFE Wallet through word of mouth referral. I placed an order from the first production run, and got to experience a number of growing pains from a customer perspective. After a few ship date setbacks, and a pretty long wait, I received my BulletTrain SAFE Wallet. When I received it, I was STUNNED by the beautiful design, and by how much it immediately impacted my life.
Like a number of other customers, I began to notice some of the material-related challenges with my BulletTrain SAFE Wallet. I experienced an unpleasant and seemingly unwarranted crack in the side of the SAFE Wallet, a broken mute switch, and broken clips (clasps/teeth) on the wallet compartment. I was generally thrilled with the BulletTrain SAFE Wallet and what it afforded me on a personal day-to-day level, but I found myself annoyed with some of the challenges at hand. I sent an email, followed by another email, and eventually decided “why not?” and called the number posted on the BulletTrain website. Jake answered the phone almost immediately, and expressed sincere regret that these issues were plaguing my experience, along with that of a number of other customers. He then took things a step further than what I would expect a business owner to do:
He shared his unbridled and intoxicating passion for the BulletTrain SAFE Wallet, and openly discussed some of the challenges he had been experiencing in managing the large influx of communication around the BulletTrain SAFE Wallet from customers. In communicating his excitement for the innovative and revolutionary design, Jake shared that BulletTrain had not been prepared as a company to scale up to a challenging launch of this complexity, and how he knew he needed to make changes to keep BulletTrain and the SAFE Wallet on the fast track.
My context immediately shifted, and I knew I wasn’t dealing with a company looking to take shortcuts at the expense of its customers, but rather a small yet astoundingly innovative company committed to delivering life-changing products to its customers. Jake and I began informally discussing possible solutions to some of the challenges he’d mentioned, and eventually the notion of directly working together came up.
To summarize, after starting out as a BulletTrain SAFE Wallet customer who experienced the concerning material challenges first-hand, I found an undeniable truth to BulletTrain’s objectives and ultimately joined the company, with full support of its purpose. Now, most all customers who contact BulletTrain by email and a fraction of those who contact by phone work with me personally in troubleshooting and advising on the status of the BulletTrain SAFE Wallet.
The second production run is coming VERY SOON - and although a number of customers have been waiting some time for their BulletTrain SAFE Wallets, we are quite confident that shipping will commence by mid-December of 2013. This second production run will be an overall engineering update, and will provide delivery of yet unfulfilled BulletTrain SAFE Wallet orders that were made on BulletTrain.com, as well as warranty replacement for customers who have been processed into our RMA/Exchange program.
It is worth noting that the vast majority of customers have experienced no issues with their BulletTrain SAFE Wallets. In fact, our “Reviews” page on the BulletTrain SAFE Wallet microsite is full of an astounding number of customers who just plain LOVE their SAFE Wallets!
The engineering enhancements made to the BulletTrain SAFE Wallet address the following challenges from the first production run:
• Body Material Cracking: The base material for the SAFE Wallet has been analyzed and replaced to provide a much more consistently reliable and resilient polycarbonate that will completely resolve this issue.
• Defective Soft Touch Paint: We’ve selected a completely different, anti-abrasive soft touch paint for use on all necessary surfaces, which should significantly improve the resilience of the exterior.
• Power Button Challenge: The power sleep/wake button on the BulletTrain SAFE Wallet has been heavily re-engineered to be more adaptive to the microscopic variance present between some iPhone 5/5s units and their sleep/wake buttons.
• Mute Switch: We’ve also been working to optimize the performance of the mute switch, with the primary intent being to make it “just work” with little to no manipulation required.
It is important to take into consideration, the challenges at hand in perfecting the BulletTrain SAFE Wallet, can largely be attributed to the objectively unique concept and design of the product. The fact the BulletTrain SAFE Wallet is like no other Smartphone wallet-case means no one has done quite what we are attempting, and thus we are sailing through uncharted waters! Keeping this in mind, BulletTrain greatly appreciates your patience and understanding in this matter.
BulletTrain remains committed to delivering on the initial value proposition of the BulletTrain SAFE Wallet for all customers. If you are experiencing challenges related to your BulletTrain SAFE Wallet, please contact us at support@BulletTrain.com.
Once again, we thank you for your patience, which we are confident will be rewarded. In addition, make sure to stay tuned to BulletTrain.com, as we have some exciting new announcements coming soon as well!