Email to Butterfly Labs

[mantler]

On Wed, Aug 28, 2013 at 11:46 AM, Chris wrote:

Hey Dave,
 
Obviously, like many others, I’m not too happy about the way things are going over there with the shipping date promises that will never be close to being met.  I’ve been told repeatedly “you’re order should ship by June, July, August.”  Now it’s “watch Jody’s customer service blog” which says that you have only shipped one month of orders of the Single SC.  I need my order to be shipped, or I need a refund.  If I just wait 4, 5 ,6 months for BFL to ship my order, I will end up on the losing end of this deal.  So please let me know whether you will be shipping my order, or issuing a refund.  If neither, I will be opening up a dispute with Paypal and using any other means necessary.  Please get back to me A.S.A.P.
 
Thank you,
 
Chris


On 2013-08-28, at 5:29 PM, Dave McClain <dave@butterflylabs.com> wrote:

Chris,

Any time frames given were estimates given with the best information we had at the time. To say you will end up on the losing end is not true. That said, we guarantee the processing power of the machine and not the ROI. We are working to ship the bulk of our machine by the end of September. Even though it doesn't seem like we are shipping very much the reality is the opposite. The fact is we have shipped a large number of machines that were ordered over the course of a few days. Over the months of orders in the queue, our pace will increase inherently. Additionally, we are continuing to increase our production throughput to push more machines out the door as quickly as possible.


--
With appreciation,

Dave
Butterfly Labs, Inc.
Account Manager
800-809-6463 (MINE) Ext. 101




Date: 29 August, 2013 8:50:52 AM EDT
To: Dave McClain <dave@butterflylabs.com>
Subject: Re: Order #1000xxxx

Dave,

I don't think your company was truthful when giving out estimates, even if they were, we were also told that all of the back order would be cleared up quickly when you did start shipping.  That is obviously not happening either.  Everything Butterfly Labs has told customers for over a year with regards to finishing and shipping these products has been either a lie or an extreme exaggeration.  Customer service takes weeks to get back to you.  Your company spokespeople pick fights on forums with people who have good reason to be angry.  You've taken millions of dollars, but haven't hired enough people to get through the queue quickly.  I'm seeing reports that your $30,000 machine has hot glue and velcro holding wires in place inside it, and one of the handful you sent out had been broken during shipping.  These are not things someone expects to see when dealing with an electronics manufacturer.  I will never buy anything from this company again, and I am going to make sure those in the Bitcoin community know why they shouldn't either.

Sent from my iPhone

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[GigaWave]

They have only shipped about 3 weeks of Singles, to be more accurate. Pretty bad when they are nearly a full year behind schedule. I love how every other line is way ahead too.  But yeah besides all that, Kudos.

[dbasql]

If you have the ability to get a refund go for it right away.

[k9quaint]

If you have ordered from ButterFly Labs and have not yet received your product, you are entitled to a refund whenever you request one (per FTC rules).
First ask ButterFly Labs for a refund, they will probably say no but you might get lucky.
If you ordered via PayPal you can file a complaint with them even if you are outside the 45 day window. Multiple customers have already gotten a refund from PayPal that was outside the 45 days.
If you ordered via Bitcoin or Bank wire, you can fill out a complaint with the FTC at  http://www.ftc.gov/complaint and they will advocate for you with ButterFly Labs to get your refund. You can also contact the office of the Kansas Attorney General and inform them that you have had your money taken with no product delivered for months, just more promises.
You can also do a paper filing with the DA here: http://da.jocogov.org/complaint-forms

There are also several threads on how to get a refund from ButterFly Labs, here are two:
https://bitcointalk.org/index.php?topic=266945.0
https://bitcointalk.org/index.php?topic=272585.0

[bitbryan]

i dont ever see BFL without a pending QUE! but they are shipping and i want to support them. its hard because i want my jallys too! cut so do thousands of other people that ordered them over a year before me hahahhaha

[Dwayne7]

I've tried getting a refund from BFL with no luck. I've called PayPal multiple times asking for a refund to no avail. Looks like I'm gunna be stuck with useless hardware. That's if my rigs ever come.

[dben428]

I've tried getting a refund from BFL with no luck. I've called PayPal multiple times asking for a refund to no avail. Looks like I'm gunna be stuck with useless hardware. That's if my rigs ever come.

Did you pay with a credit card? PayPal declined due to being past 45 days for me. When I filed a complaint with my CC company, they refunded it no problem.

[c789]

Note to self: make sure to not tick off k9quaint. 

[Dwayne7]

I've tried getting a refund from BFL with no luck. I've called PayPal multiple times asking for a refund to no avail. Looks like I'm gunna be stuck with useless hardware. That's if my rigs ever come.

Did you pay with a credit card? PayPal declined due to being past 45 days for me. When I filed a complaint with my CC company, they refunded it no problem.

No, I paid with funds from my PayPal account from eBay sales.

[Syke]

No, I paid with funds from my PayPal account from eBay sales.

Don't give up. Escalate it at PayPal. You just need to find the right person to help.

[Walking Glitch]

Let BFL know that you will take them to court, and remind them of the FTC rules.

[imrer]

I believe in you, you have chance to do it.

[Xian01]

[bam91]

Go to the FTC website and file a complaint, then the BBB and then the Kansas AG. The more agencies the better.

https://www.ftccomplaintassistant.gov/#&panel1-6

http://www.bbb.org/kansas-city/Business-Reviews/electronic-equipment-and-supplies-wholesale-and-manufacturers/bf-labs-inc-in-overland-park-ks-1000002011

http://www.ag.ks.gov/about-the-office/contact-us/file-a-complaint

[Guardian of Forever]

To my knowledge BFL has never sold product through ebay. If you made purchase through a third party your dispute is with third party, BFL does not transfer orders either. It sounds to me like you got scammed by someone misrepresenting themselves to ebay buyers. Anyway BFL clearly state an all sales are final policy for their customers. All BFL customers are in the same boat you are in; so don't worry, just be happy

[techbytes]

To my knowledge BFL has never sold product through ebay. If you made purchase through a third party your dispute is with third party, BFL does not transfer orders either. It sounds to me like you got scammed by someone misrepresenting themselves to ebay buyers. Anyway BFL clearly state an all sales are final policy for their customers. All BFL customers are in the same boat you are in; so don't worry, just be happy

He didn't buy it on ebay.  He paid using paypal with the funds he made selling stuff on ebay...  At least that what it sounds like. 


-tb-

[LAMarcellus]

I've received my October Jally and I'm waiting on Multiple Singles from 2013 order.

Bitch bitch whine whine cry cry.

Feel better now?

[LittleD]

I've tried getting a refund from BFL with no luck. I've called PayPal multiple times asking for a refund to no avail. Looks like I'm gunna be stuck with useless hardware. That's if my rigs ever come.

You can talk to your bank and they will fight for you. If you have all of your info and have waited over 3 months.

[marcotheminer]

Good to know that it was sent form you iphone
But otherwise, how come this company hasnt been closed down or been taken to court yet?

[Chef Ramsay]

Hey BFL, give me my fucking mini single (which they don't even list as a product any longer) already you assholes!! Or, at least split the coinage with me that you mined from my shit.