I happened to be an individual who placed an order for a Fulla before production was delayed. My Fiio E07k had recently quit working and I was in need of a portable dac to take on a lengthy, open ended vacation. I had followed the story of Schiit and had found myself wishing they offered a unit that was portable. So, I jumped on the first opportunity I had to order the Fulla. My Fulla was supposed to arrive a full two weeks before my departure date. Two weeks came and went and Schiit never sent any email notifying me of a production glitch, a delay, or asking me if I would like a refund. Based on Jason's explanation of this, and other problems, it seems that Schiit has done a good job of not only taking taking responsibility for problems, but also has been willing to go the extra mile to correct potential problems. However, the fact that i was never contacted and notified of any delay on shipment strongly contradicts the account given by Jason. Furthermore, as my departure date neared, I reached out to Schiit. It was my intention to see if my unit had been shipped. In the case that it had not shipped, I was planning on canceling my order. After all, I had purchased the unit for the vacation I was about to embark on. Schiit wouldn't tell me whether my unit had shipped or not (again, no option to cancel order was given, they simply told me there had been a delay. I left on my trip without my unit. They never apologized for any production errors,or that they were unable to deliver the product to me in time for my vacation. While on my vacation, I realized that the 15 day return time would expire while I was away. So, due to there error, I would be forced to keep the product, whether I liked it or not. I contacted them, reed plainer my situation, etc.,and was told that the best they could do, given the circumstances, was to extend the return period by two weeks, which in my situation did absolutely nothing to help me. Mind you, all these problems and poor customer service experiences happened before I had even so much as touched a product. So, having read all of Jason's posts, and having been sold on his professed beliefs about companies and customer service, I found the whole experience to be very disheartening. I can only hope that he doesn't know that, at the very least, his company failed to properly implement his strategy for handling the Fulla preorder problems.
