The Gnarbox is now 14 months overdue. That is, one year and two months late. I’m in awe and wonder at how they can pay their employees for a year, and not be making money for over a year either. I don’t know their financial situation, but I bet it’s dicey.
The Gnarbox page on Kickstarter.
There were many promises of delivery, and many missed delivery deadlines. I have to go back through my previous blog posts to count them (seven or eight, depends on how you count the most recent promises). The last communication from the Gnarbox company was the 8th of April, and they promised imminent delivery, and since then they’ve ignored their backer community. There have been backers saying that they’d just received their delivery notification. Weeks later, the same people are saying they’ve got their delivery notification, but nothing has arrived as yet. One backer, Gabriel Legault said in the comments section that he had phoned Gnarbox, and was told the problem is with USPS (an American delivery company). This begs the question, why doesn’t a delivery company deliver? I can order from iHerb, an American company, and within seven days of pushing the “Order Now” button, the box had arrived, and I’m already eating my goodies. Why are Gnarbox backers waiting for over a month? I can only assume that one of several possibilities. Please note that this is pure speculation, and is done so in the absence of communication from the Gnarbox company.
The delivery notice is a delay tactic. The Gnarbox company may not be able to pay for delivery. Perhaps they need to sell Gnarboxes to new customers until they can get money to pay for delivery. This fits the story that USPS would be waiting for payment before delivery can commence. Or else the imminent delivery notice is a rouse to bide time until money is available to pay for postage.
The delivery notice is a delay tactic. Perhaps there’s some other technical issue they cannot fix yet, and the delivery notices are a rouse to bide time until they really can deliver. That is to say, there are no boxes/parcels as USPS yet.
They have started deliveries, but so far, only people in the US have received theirs. They are only delivering to backers in legal jurisdictions that can harangue the Gnarbox company into court, and hoping that they can get away with not delivering to others. This fits the story that someone in Germany has theirs held up in customs, but Singapore, Japan, New Zealand, and others are yet to be told anything. That is, they are aware that they have legal obligations, and accept the fact that these cannot be met, but are doing what they can to reduce the hurt to themselves.
Some other reason that I haven’t thought of and unaware of.
Since July 2015, when I first backed this project three things have happened. Firstly, the size of the Gnarbox device (128Gb) is no longer a realistic size for me as a travel photographer. Honestly, it was just under the size I expected for such a device when I first ordered, and now with my new Sony a99 (purchased in Jan 2016), it became that less capable. Secondly, security of internet capable devices has come to the fore. With webcams being used to spy on people (including children’s toys, and Samsung TVs); Gnarbox has said nothing about device security. Journalists have been demanding encryption and password access to recording equipment on their new devices. Thirdly, and significantly, my next camera is probably going to have wifi built in. That means, I can connect to the camera directly (without needing the Gnarbox as a middle man), and edit and share photos and videos direct from my iPhone or iPad. I’m currently seriously ditching my Sony/Minolta system to go to the Canon M6. The Canon M6 is small, light, and has all the features I need, without the weight and the bulk my current system suffers. There are many other advantages to going to the M6, but that’s for another blog post.
Canon M6 with wifi and other connectivity options.
Therefore, I had to reconsider my investment. The main issues are the lack of security, my next camera this year will have wifi built in, and the Gnarbox has a limited storage capacity, which makes it already mostly obsolete even before I get it. Furthermore, because I do not believe they can deliver from their lack of communication and possible capital issues. Consequently, on 29th April 2017 I sent them a personal message through Kickstarter requesting a refund. Below is the polite request I had made.
I suppose many Gnarbox backers are now at the point of feeling the kind of bitter one feels after a joke that was funny, is being replayed again, even after its self life is long past. Gnarbox was delivered to a select group of investors in mid to late March, and they promised to ship the rest on the 3rd of April. However, as of today, only one or two commenters have said they’ve received their Gnarbox, whilst many others are saying “Where’s my shipping notice?”. Which is to say, another delivery or rather shipment deadline came and went; again without acknowledgement from the creators. Admittedly, those who have received theirs seem to be as pleased as punch with their Gnarboxes.
The Gnarbox page on Kickstarter.
Considering there are a lot of people who still haven’t received theirs, assuming many of them are in the US, and we’re now mid-month, I am not holding my breath for mine to be delivered at all this month, despite their February and March promises. Possibly, there may be many who received their Gnarbox, but now just don’t need it anymore as their current workflow has already made it obsolete, or the blissful post-purchase honeymoon period has long since taken the shine off the product, and so they feel no motivation to talk about their shiny new delivery. Perhaps, the bitterness of the 13 months of delays has soured their enthusiasm, and so they don’t want to publicly admit they have one now. In any case, the Gnarbox creators still haven’t communicated the latest excuse for a delay, nor have they updated the delivery schedule.
If you have received yours, I’d like to hear about it. What is it like? How does it fit into your workflow… if at all anymore. How did you feel about the 13 months of delay? Anything else you like to comment on.
This article follows on from the previous article about my experience with Gnarbox, which so far has been terrible and dismal. However, this is the first proper glimmer of hope. The Gnarbox Kickstarter project started in July 2015, and was due to be delivered in March 2016 (twelve months ago). They had made five promises of deliveries, and has failed to fulfill any. They have also blocked me on Instagram, their only channel of communication outside of Kickstarter. They blocked me because I was one of many who complained about the non-delivery in Instagram comments. It should be noted that the blocking occurred days before CES in January, and before Lok Cheung saw them. The community of Kickstarter backers have complained loudly at the consistent failure of Gnarbox to deliver. Then this morning, there was a break in the weather.
The Gnarbox page on Kickstarter.
I received an email marked 7.38am this morning (my time) with the first update, first of any kind of communication from Gnarbox that I’m aware of in four weeks. In fact, the last communication from them was on the 16th of February, when in the comments section on Kickstarter they confirmed someone’s address had been received. Otherwise they’ve been ghost, and completely ignoring their Kickstarter backers. It appeared really bad, and it truly seemed like anything could have happened and we were in the dark.
This update is significant. But first I have to remind of you of their previous update on the 6th of Feb. They said that they had started production and quality control testing, and were aiming to get failure rate down, then the next week they’d go into full production and shipping, so we should expect our Gnarboxes by the end of February. Today’s update (16th March) said that they’d completed production, quality control testing, boxing, and shipping of the first 150 units. That is, it has taken them six weeks to achieve this with just the first 150 units, and that they had not completed the remaining 2000 or so units. These first 150 were sent to their friends, family, and “investors”. They didn’t define what an investor is, but backers are investors in Kickstarter language. They also said that assembly of the next 820 units has started and deliveries will begin from the 20th March. Following that, the rest are due to ship on the 3rd of April, which mine will probably be included in that last batch.
Again, what is interesting is what they did not say. They have not explained the four weeks of complete radio silence, they did not explain why they failed to do their production in that time, but could only achieve 150. However, these issues are small and insignificant to the fact that they are still committed to ensuring that from end-to-end they are still rigorously testing all aspects of what they are doing. That is to say, they are still testing their boxing, shipping, and tracking procedures on friends and family, and so this process should happen smoothly for the rest of us. I think it would have been easy for a very demoralised group that has failed multiple times to deliver on their promise just to give up and get it out without much more effort. In contrast, they are still committed to the learning experience and getting the production flow right. This point has to be acknowledged and respected.
Three things cannot be overlooked. Firstly, this is the sixth delivery promise they’ve made. The first being March 2016, 19th September, November, January 2017, February, and 20th March & 3rd April. Secondly, their planning needs improvement, but they certainly should have learnt a lot about this from this experience. Finally, communication, and therefore respect for their backers is in desperate need of improvement. A lot of excitement, enthusiasm, and publicity they garnered in July and August 2015 has been more than spent. Their product is already partially obsolete, especially as the built in wifi in new cameras means the Gnarbox no longer fills a gap in the market (Dan Cook on PetaPixel). Will I use mine? I don’t have a wifi enabled camera yet, but it could happen this year, and my new iPhone does a pretty damn good job for social media use.
Way back in July 2015 I heard about Gnarbox and their concept (Kickstarter page). As a travel photographer, it was exactly what I needed. Well, I wasn’t so needing the in-field photo or video editing and immediate social media posting, but the main draw card for me was the quick and simple SD card backup ability. It was only to be 128Gb (barely enough for a trip, but something was better than nothing), but it was supremely portable, and it hit the sweet spot at US$149. If it were much higher than that, I would have balked. I hummed and huhhed at the $149, but considered the project to be back-able. The recommended retail price was to be nearly USD$250, so a discount drew me in, assuming I probably wouldn’t regret getting it. As of 28th Jan 2017, it’s listed at USD$299 on B&H, and as “Coming soon” (B&H).
There are some downsides with the device. Firstly, it is only 128Gb, and so it will be barely enough. Secondly, all technology items at the moment have a useful life of three to five year before obsolescence. The Gnarbox is so far ten months late in delivery, and new cameras include wifi to smartphones, and new smarphones are now able to take amazing photos, reducing the need for a dedicated picture/video device. Thirdly, there is no password or encryption protection, or any kind of security, which makes journalism and cross-border travel risky for some. Fourthly, there is still very little to no independent assessment as to it’s in-field / real world use. How long is the battery life? How long until the batteries deteriorate and need replacing? How practical is it to carry an adapter for people using CF cards? Finally, does it still fit into my workflow?
The Gnarbox page on Kickstarter.
All investments carry risk, “will the creator deliver?”, “Will it be as promised?”, among other concerns. It was my first project to back on Kickstarter, and it was exactly the tool I needed. The device was due to be delivered in March 2016, which means it was intended to be a quick and easy development. Importantly, however, was the detailed information the creators provided on Kickstarter. I was impressed, and especially compared to other Kickstarter pages/projects, these guys seemed to have a clear idea of what needed to be done. So, I threw my hat (and money) into the ring.
Not all projects have smooth sailing, and not all best laid plans go off without a hitch; bumps are expected. In February 2016 the Gnarbox team announced that a deal with a processing chip manufacturer fell threw, and so they had to rejig their development to a new supplier, which meant that delivery was pushed back to September 2016. So far, I was not concerned, and considered it a necessary move.
September 2016 came and went without a word on delivery, which was the first red flag for me. The August update did not mention any problem with delivery deadlines, as shown below.
Gnarbox project update in August 2016.
Then in September they promised to start deliveries on the 19th Sept. The screenshot below shows that even the packaging had been designed and completed.
Gnarbox was apparently ready for delivery in September 2016.
Then in October they stated that they were to do FCC and CE certifications. This meant that they had not gone into production, and were officially not certified for sale or distribution in at least the US nor Europe. Then 27th October they claimed that they will start to deliver in November. That means that they missed their official delivery dates for March and September 2016, and promised a third date: November 2016. A Kickstarter update on November 19 said that there had been problems getting FCC and CE approvals, but things were going well. It also noted that US backers, and US-based pre-orders get the first three rounds of deliveries, and the rest of the world (including me, who invested into the project before US-based pre-order people) get mine in the fourth and final round of deliveries. At this point, of the original 2,988 backers, there were already discontent, and backers were making requests for refunds.
The 10th of December 2016 update in hindsight is very troubling. It focused on the positive in the development. It told what had been achieved – only what had been achieved. It failed to acknowledge that the third delivery promise had been missed, and it did not mention anything about their financial situation as backers were requesting their refunds. It also failed to slate a new delivery date. As the community discussion shows on Kickstarter, there were howls of anger at the lack of information; information that backers actually want. The discontent is understandable and justified.
Gnarbox on Instagram, and community comments about delivery promises.
Instagram is an important platform for promoting the Gnarbox. The Gnarbox team regularly posted photos and videos as the latest samples from in-field testing from the prototypes. Interestingly, all such Instagram posts include the Gnarbox watermark. However, it is not known if watermarking is possible on their editing software, or if the image was processed on a real computer back at home or studio. On Instagram, there were many backers leaving comments on Gnarbox official sample photos and videos like “Nice photo, would be nice to get my Gnarbox”, or simply “When do I get mine?”. All such comments were plain and civil, including mine. However, I was blocked by them, and it was a shock. To me it was a hostile move by Gnarbox; you should never disrespect the people who give you money, and yet I was treated like a common internet troll. I’m sure this will also count as a blackmark against me in the Instagram system. Also consider that they had missed three delivery deadlines, and there is community discontent, and trust was/is fading.
Gnarbox’s notice of blocking me just days before the CES tradeshow, message via Instagram app.
At the time I was confused and shocked. I had never been treated like this. Then I saw that Lok and Kaiman Wong were about to attend the 2017 CES trade show, and so it made sense. Gnarbox, who were to attend CES, were doing badly, and so they had to censor their social media reputation in the hope that they can draw in more money. However, there were still the howls of rage from the backers wanting updates or refunds, what had happened to the promises of a March, September, and then a November 2016 deliveries?
Gnarbox January 2017 delivery promise.
Then strangely Gnarbox posted their “Jan 4th update” on January 6th 2017, claiming that they had missed only two delivery deadlines, but would deliver in January 2017. Which deadline doesn’t count? The March, September, or November one? Instantly, there were backers saying that deliveries from China are notoriously slow, and this is an important point, as their printed circuit boards are produced there. Also note that 27th January marks the start of the Chinese New Year, when everyone goes on holiday there. Furthermore, there seems to be a rush by backers to get refunds while they can. I don’t know anything about their financial position, nor of their actual production schedule at this point. Gnarbox, since September has been teasing us with “deliveries will be soon” promises, and teasing us with frequent Instagram posts of supposed samples made in the field with their prototypes. These two factors have changed the mood from excitement to insult; here is a product you have invested in, but you cannot have.
At this point, it’s 28th January 2017 and no update from Gnarbox since the 6th Jan. It is 10 months past their original delivery date, and they’ve missed three delivery dates, and it’s almost certain that I will not receive my Gnarbox in the remaining three days of this month. That means that they will have missed four delivery dates, and have a string of broken promises to their investors. Finally, I need to consider if the device will ever be delivered, why I’m last on the delivery schedule (being non-US based, and outside their legal jurisdiction), and if there is any money left should I request a refund. The Gnarbox company will have committed to producing at least 3,300 devices, and the more they can sell at full price rather than at backer discount, the better. Consequently, refunds in fact, can be helpful to them; should I help or await my delivery? Decisions, decisions.
Watch this space, I may post updates below.
UPDATE, 31st Jan 2017: Gnarbox has posted an update. In short, no delivery. It is interesting to see that this update lacks any photos and no videos. Some of their previous updates included a video of the founder, looking a little nervous and shaky, giving a statement on their progress. This time we’re reduced to a short statement, three days after it was promised.
What is telling is that despite the promise to deliver this month, they did not say it directly, but they admit to not having even the first item produced to do quality control testing. It is interesting that they are avoiding stating what happened with the PCBs and the planned production, and that this message arrives on the final day of the month. They also fail to provide a timeline and details of the stage they are at in the manufacturing process. Do they have the PCBs? Do they have the SD, micro SD, USB port components? Do they have the cases? Do they have the rubber doors for the cases? Do they have instruction manuals printed? What has happened with the software development that they explicitly and detailed in previous updates?
It is also interesting that three days ago they asked in what form the community would like their customer support, and that question was answered with silence. Finally, and disturbingly, the Gnarbox team said that future communications will be taken off of Kickstarter and done via their email address; that is, away from a publicly viewable record.
Update 8th Feb 2017: Two things happened. Firstly, on the 4th Feb Gnarbox sent out an email to confirm delivery addresses. This was on the same day as they announced this in the comments section, “@all – First article inspection is complete and a pass. Shipping confirmation sent out.”, meaning they made their first Gnarbox, tested it, and it didn’t fail. This is unusual to me, as they successfully made exactly one successful item (no announcement on how many failed), and suddenly they are asking for delivery information. To me, you’d only ask for address information if delivery is imminent. People like me are way down the list for delivery, and they are hoping that I will still be at this address when they finally get around to sending mine out. Some backers have said that they might not be reachable in March or April. Let’s face it, Gnarbox have missed their March, September, November, and January deadlines. It’s likely mine will arrive in March, making it a full 12 months late.
Secondly, one of the backers shared this video by former DigitalRev wideo guy and presenter Lok, on the comments forum on Kickstarter. For me it’s infuriating, as this happy, positive promotional video was recorded just days after Gnarbox went through their Instagram posts and deleted all the late-delivery comments and blocked concerned backers/investors like me in their social media censorship.
It seems the delivery address email did it’s job in keeping the natives content, as it has so far stopped people from making more announcements of wanting their money back. Further, this video is the first real evidence I’ve seen that the product is real, and becoming real; albeit, 12 months later. Thanks Lok.
UPDATE 5th March 2017: Still not received my Gnarbox. My suspicion that they sent out the address confirmation three weeks ago may have been a stalling tactic seems true. In fact, nobody has seen or heard anything from the Gnarbox folks since the 16th February, and this is a moment when they claimed that people would have already started to receive their Gnarboxes. The backers’ comments on Kickstarter are basically calling for updates and confirmations that the company hasn’t done a runner. I think this is a moment where Gnarbox has seriously hurt their own reputation, as it will be hard to trust their claims in the future, especially because of this three week period of radio silence.
Also note that this month commemorates one year since they missed their first promise of delivery.
Update 16th March 2017: This is so significant that it needs its own blog post. See here.
I’ve never supported a Kickstarter project before. I’ve known about Kickstarter for a few years, and had been tempted by a few projects, but this one hooked me instantly. I have been dreaming of creating a device just like this, but just for storage on the go.
Gnarbox lets you store and back up your memory cards in the field, and a smartphone app lets you edit, process, and then share them right away. It’s simply perfect for travel and adventure photographers and videographers. See Gnarbox on Kickstarter for more details, and for making your own pledge.