Things happened since I wrote this! Be sure to check out the conclusion of the post to hear how Leap played it out…
Back in February, my friends at University showed me Leap Motion, a really exciting human interface device that claimed to be able to detect with great precision the position of your hands and objects in them. The demo video looked, quite frankly, bloody amazing. The price? $110 plus shipping. For what the video demonstrated, I couldn’t say no! I also couldn’t wait to get my hands on one – but the ship date was set in the distant future.
Well, two months later, that ship date was fast approaching when I received an email, like everybody else who had preordered, informing me that the date had been pushed forward. Way forward. A pang of disappointment turned into numb ambivalence and, to be honest, I forgot about the whole thing; filing it away at the back of my mind with the happy knowledge that a really cool device would arrive at my door eventually, whenever that may be. I’m a patient guy.
Until yesterday. I saw an ad for something online that reminded me of Leap, I thought “that thing hasn’t arrived yet… have I been scammed here?” – having a quick look, I found that the ship date is now set in late July (something like the 26th). Great! But being a long time since I ordered it, I went and had a look at my preorder. I’m good with details, so I spotted it instantly: my old payment card. With nowhere to change it in sight, I dropped them a quick email and a Tweet to back it up. Their Twitter support told me support would be able to help me by email, and I exchanged a few DMs with them in which they suggested I might have missed some kind of deadline for changing order details… Shit.
Checking my Archived folder, I had. Filed away from the beginning of the month, there was an email suggesting I should confirm the details. But of course, everything was fine then. I didn’t envisage having to replace a broken bank card at that time.
So this morning, I get a lovely email from Support that put it bluntly:
“As of July 8th, we are no longer able to make changes to your pre-order. If the credit card used for your pre-order is no longer valid, your order will not be fulfilled.”
My reply was effectively a request to cancel my preorder.
Most companies would do anything they can to make it as easy as possible to take $110 off a person. Allow me to change my CC number? Mail me a PayPal Request a Payment link and mark my order as paid? The options are plentiful, but Leap seems to think their product is at such a premium they can afford to turn people away for simple and unavoidable mistakes or occurrences.
Well Leap, it’s not. I’m not spitting my dummy out and boycotting you or something, I’ll just wait until it’s on Amazon for $70.
I’m not going to say “The customer is always right!” because, I’m not. Nobody is right here. An unfortunate circumstance meant a change in details happened at a time unfortunate for both parties. I can’t do anything about it. My bank can’t do anything about it. Leap can, but has refused.
So, a week or two later, I received an email offering the chance to update my payment details. I did so. Shortly after that, the Leap Motion controller arrived at my door.
That’s how you do it, Leap. Good job. Early thoughts on the controller are extremely positive. I’ll write a review soon as I can