Update on Dash Express
It’s been a while since we provided an update on the Dash Express. We’re sorry that we haven’t been posting more frequently. We’ve been focusing all of our energy on completing the final development work to get the Dash Express into our pre-order customers’ hands as quickly as possible.
We’ve spent the past few weeks completing formal product testing to assess our readiness to ship. While we’ve made a tremendous amount of progress on the product, we have a few remaining items we would like to address before we release it. We’re setting a firm ship date of March 27th, 2008, and are committed to doing whatever it takes to meet this goal.
Thanks so much to our beta testers for all of their feedback, and to our pre-order customers for hanging in there for a few more weeks. We can’t wait to get the Dash Express into your cars.
Best,
Paul Lego
CEO
February 21st, 2008 at 1:06 pm
Best of luch DASH after talking to a CSR who “checked” with execs and called me back and said the date was still Feb and then dropping this bomb I am no longer a pre-order customer and will advise against ordering to my friends until this product has had some real time life in it.
February 21st, 2008 at 1:13 pm
That’s all most of us needed…just a little recognition and status update to get us through until product shipment. It IS appreciated and calms the nerves. Although several have mentioned a ship date before the end of February, my understanding was always sometime in the 1Q, so March 27 still fits. Sure hope you have enough investor funds to keep it all on track until you can actually start making money on the product. Living in a rural Gulf Coast area, the odds of other nearby users are slim, which is why I may become one of your best spokespeople in order to build up the local user base.
February 21st, 2008 at 1:24 pm
@Matt S - As you can imagine there is a bit of coordination that needs to take place with respect to resetting ship date expectations. The CSR probably wanted to check on the timing of the official announcement since we wanted to make sure that ALL our pre-order customers got the news at the same time. Honestly, we were in that short time period where we had made the decision internally, but hadn’t gotten a chance to formally communicate it out. As I noted in my comments yesterday you should feel free to ping me directly if you have specific concerns or issues you want to discuss: Mark AT dash.net.
February 21st, 2008 at 5:12 pm
I know software updates will be automatic, but how will map updates occur? As well, the tom tom 920 will allow users to “change” map data to inform drivers of closed roads…will the dash have this feature?
February 21st, 2008 at 6:55 pm
@nday - software will be delivered over the air. The method by which we update maps is somewhat dependent on the size of the update. For example, last week we updated the map in a specific region of country and that update was done over the air. If we had a massive update to the maps we might update that in a different way. Our goal is to make sure you can leave the device in the car and simply get updates without the hassel of bringing he product into your home. As for TomTom’s mapshare feature, we don’t have this specific feature yet, but because we get our data from TeleAtlas (whom TomTom is buying), we will get all the fixes contributed by the TomTom community via our TA maps.
February 21st, 2008 at 7:27 pm
I think you guys have come up with a very creative product and I have been waiting for something like this for a while. It is opening a lot of doors for development and new ideas. I am waiting to see the reviews come in, as I am always cautious, but I really hope everything comes back flying colors. Would love to see your product do well. Like the whole startup bit also, shake up the industry.
February 23rd, 2008 at 9:52 pm
blahblahblah…I’ve got to say, coming out two weeks before Christmas to say “act fast, quantities are limited”, promising a ship date of February, not holding to that date, and never taking OFF the “act fast, quantities are limited” note is really really not nice. It makes me feel pretty dumb to have succummbed to the “act fast, quantities are limited” persuasion. I’m sure others feel that way too. I would recommend that the “act fast” verbiage be, at least, changed, assuming you still want to be persuasive. Don’t make idiots of the people who acted fast….oh, two plus months ago.
February 24th, 2008 at 4:24 am
Because I was one who order around the 1st week of Feb., I am obliged to wait on your March 27 shipment, in hopes that I receive my unit by April 3 (my b-day). Now if for some unforseen reason that the date is pushed back beyond March 27, I can’t say that I will continue the wait. I believe in your product like most of your preorder buyers. I also believe that many will return once this unit is released to the market. But please understand that many are upset for the many promises and lack of communication they had to adhere to in the past few months. These people can wait, if you offer them some incentive that will make the extra wait, worth while.
February 24th, 2008 at 4:19 pm
@Suttles are you just so angry you can’t read anymore? who said it was pushed back beyond March 27th? They said a FIRM date of March 27th
@susan They said that because who in their right mind markets something like “Ohh we may have it out by this time and quantities are limitless so yeah get one whenever you can please” Could it possibly be that they had a target that they wanted to hit and are just as disappointed as you are that they didn’t or better yet they improved the product so you actually get more for your money?
I realize I sound a little fan-boy-ish here but give me a break. Dash isn’t some mega corporation and you all are supposed to be early adopters what’s with the elitist consumer attitude! We’re being innovative here! The lack of communication is not really forgivable I agree. Ok yeah you had your head down.. spend 5 min to tell people you have your head down and it probably frees up 20 min of your day, but you are all acting like someone robbed you, when in reality it looks like they were just working really hard to keep the date they had told us.
February 24th, 2008 at 8:24 pm
I’m in the same boat with Roloc. Sure, we were all fairly “upset” to say the least to hear that the Dash is delayed, and there haven’t been any regular updates. But we’re the early adopters - and I’m sure things aren’t going to be as smooth as everyone wants it to be during this initial roll-out. I’ve been in a start-up before, and there are so many things going on behind the scenes that you couldn’t even imagine. I’m bracing myself also for when a new unit comes out - maybe a little sleeker — pocketable perhaps with all of the bells and whistles of this unit. Sure people will complain, but that’s the price we pay for the first on our block with this technology.
Good luck to Dash. and here’s to hoping that things may ship even earlier!
February 25th, 2008 at 12:09 am
@AlexB - thanks for the support!
@Susan - I am sorry the language rubbed you the wrong way. Since we do have limited quantities and we will ship based on order date we think the language is appropriate.
@suttles - I hope we can put a smile on your face for your birthday!
@Roloc & Steve - thanks foe comments. You will see much more communication from us going forward… I won’t make that mistake again
Mark
February 25th, 2008 at 2:51 am
@Roloc - I’m not angry at all. I spoke out that I’m an late bloomer and acknowledged that people like yourself should receive some level of incentive for such a long wait. This country has taught it’s citizens that if you wait to pay your bills,you get penalized with fees. And if you extend certain bills above 45 days from the due date,a cut off notice is given. My point is simple, the same procedures that companies provide to it’s customers,shouldn’t those procedures adhere to the company themselves.
I’m not complaining.But I still say that those who have to wait longer than those who aren’t angry yet,like myself, should have some level of incentive, for there patience and understanding. And yes,I understand business tactics. But I understand customer service too.
February 25th, 2008 at 3:01 am
@Mark - I appreciate your comment. And I do believe that I will see my Dash on April 3,2008. But you have to do something for the guys thats been in line longer than I. I don’t like to giving off this God Almighty attitude toward those whom preceive me as not angry when I should be angry. The truth is, I haven’t had enough time in the waiting game to be angry. So why should I be. But I’m sure that if I was one of those who’ve been waiting since December and was looking a the end of Feb. to receive there units, I’d be a bit mad too. Those guys who are choosing to hang in there should be considered for some level of incentive. Whatever that is, it’s really up to you. Thanks for your time.
February 25th, 2008 at 5:13 am
@Mark - One thing that I forgot to mention is, your success is our success. What that means is, how you debut the Dash is how the outcome will be with your business and our relationship with your business. You’ve already sold many of us on it’s capabilities or many of us wouldn’t be here. However, we will put the Dash to the test ourselves and your reviews will be based on the testers. Overall, you all have done a fine job on expressing the functionality of the Dash.
Mark, I know that this is a tough arena for you guys and I sympathize with you when a sale loss is a loss too much. I sympathize so much that I know that your sales will effect not just you but everyone on this blog. Because your success will mean,long term services for us. So at this point and if it were me, I would do whatever it takes to encourage people to be patient and hold on until the release date. Thanks again.
February 25th, 2008 at 5:44 am
I hope you do ship according to order date as I am one of the first 10 customers, and I will be severely disappointed to find out that others have been shipped ahead of me.
NOW for the real fun!!
Suttles/Susan I completely agree with your anger. Roloc obviously hasn’t been following this product since it was first supposed to come out summer 2007. We were then told this device would be shipping MID to Late February. At what point did they first realize they weren’t going to make the mid February date? Why didn’t they tell us then? It really made me feel as they were hiding something as they were not forthcoming with relevent information. I really hope Dash has learned that honesty is the best policy. I am able to forgive someone not being able to do what they though they could do, who comes to me in a timely fashion, but unless I see a change in Dashs’ behavior, my radar will be up as we approach the March 27th date.
February 25th, 2008 at 4:28 pm
I don’t think anyone is being fair about this. If you check other Gps forums, you will see that some of those units had great ideas. The problem was, it seems, that they were rushed out. ie: HP Ipaq310. If you read those articles, the first ones were very buggy (freezes up, reseting itself). If you read about the Navigons is the US. People are having issues with the routing being chosen. I agree Dash dropped the ball about communicating with they’re customer base, but they seem sincere enough not to let a product out that might have too many issues versus a few. I too am waiting for the reviews being a Garmin person. I’m hoping the best for Dash so I can pick up something that won’t be obsolete or replaced in a few months like the Garmin Nuvi series.
February 25th, 2008 at 7:58 pm
OK, all you new technology risk-takers, eventually the amount of discussion is going to outgrow what these pages were designed for, so a new Yahoo group was created to handle the growth, especially that which is anticipated to occur after March 27th. One potential goal is to develop a database of users by yahoo user name and zip code to assess the availability of live traffic updates in a given area. Interested in joining? http://groups.yahoo.com/group/dashnavigation/.
February 26th, 2008 at 10:30 am
JonBo - If you read the comments, I don’t think that anyone has complained about the Dash having bug or not working right (because we don’t have then). The main complaints have been about the lack of communication. This unit is tying up over $700 on my credit. I need to know what is going on. For a $700 investement in this product, I expect not to be lied to. When I spoke with the CSR on 2/20, he slipped and said it might be pushed to early March, I then spoke with Jay who said the date was still February, I called the next day and the CSR I spoke to the first time told me the date was still February. On Friday Dash came out and said the date was late March. I want to make it clear that I posted in these blogs on 2/20 that the date was pushing out - I did not have a preminission, the info given by the rep told me that Dash already knew and they were lying when they were still telling people that the date was February. Please check the “inside dash??” blog to see my amazinig proclamation of Dash pushing out even before they knew!! In closing, I do not expect a perfect product - I hope it’s perfect, but I do expect honesty. Honesty will go far when we do have problems with the devices - I need to TRUST that they really are fixing the problem when they say they are. I hope people that don’t think we are being fair understand that the real issue is that we are going to have to rely on this company down the road, and we don’t want them disappearing or purposely witholding information.
February 26th, 2008 at 5:02 pm
@Suttles - thanks for the well thought out and points, and we are trying to do a better job of communicating with everyone around product status and we will also increase information related to the product itself here in the near future.
February 26th, 2008 at 5:13 pm
@JonBo - thanks for our patience
February 26th, 2008 at 5:15 pm
@dashless - I hope in my earlier comments I was able to communicate that we have never tried to be dishonest with any of our customers, it is just that we found ourselves in that short window between having made the decision and not quiet done with executing the communication plan to ALL our customers.
February 27th, 2008 at 9:18 am
Mark@ The point dashless is making is your staff was flat out lying about the date still being Feb now this was most likely due to Exec instruction but bottom line they lied and knew they were doing it. Dash being an upstart will make people hold back after this. Your CSR’s should have at least said “at this time the release date is being evaluated†not “yep I just checked at it is still late Febâ€
February 27th, 2008 at 9:35 am
@Matt S
I’ve worked in similar positions, where clients are calling and asking what the release date is for X software. You can only give out what is publically available at the time. If you’re expecting them to give you insider info just because you called in…you really don’t understand how this stuff works.
February 27th, 2008 at 7:57 pm
@Rob I agree.
February 28th, 2008 at 6:07 am
No - Matt is right. If the date has been changed, you do tell your customer that the date is being re-evaluated. I wasn’t expecting “insider” information, but DO NOT EVER lie. “Being re-evaluated” is honest and truthful, “still shipping in February” is not. At the very least, you take the customers information and let them know you will contact them once you have solid information, but you DO NOT EVER lie to your customer. Why is this such a hard concept to grasp??
February 28th, 2008 at 7:51 am
I have been, and currently am in the position of holding certain knowledge that I can’t divulge for work. But honestly, I would not take it personally if I had called, was told that this device is shipping in February, and suddenly the date is pushed to March. Maybe the CSR didn’t even ask, maybe they were told one thing from the higher powers just as they were making an alternate decision. Many of us were upset, but there’s no sense in beating a dead horse. Let’s just look forward to March 27th.
February 28th, 2008 at 8:47 am
@dashless Like I said, you just don’t get it. “Being re-evaluated” is the equivalent of insider information. That is a 100% indication they will miss the ship date. You then get online on all the messages boards and all the blogs and next thing you know theres an Engadget article about the Dash Express being pushed back. THEN all the customers are upset they’re hearing from Engadget and not Dash themselves, that the date was pushed back. To make matters worse, the article didn’t have the nicely written apology from the Dash President and CEO, so customers start cancelling Pre-Orders, or worse yet, new customers don’t pre-order at all. Then the INVESTORS start getting worried from the bad press, “Why wasn’t I notified of this? Why am I hearing it first through a technology website???”. Like I said, you just don’t get it.
February 28th, 2008 at 9:34 am
Hi dash team- I see the specs list GPRS - is that correct? No EDGE or faster support within the device (any plans for it?)?
February 28th, 2008 at 11:37 am
Well count me in for one that doesnt “Get it” The new garmin 780 is working great NOW with MSN Direct may not be 2-way but its doing what I needed from my GPS device. I’ll keep an eye on the express, I was one of the people who cancelled their pre-order may express 2.0 will worth the switch
February 28th, 2008 at 12:27 pm
Rob - This device is only sold in the US. Become an American consumer and make sure your dollar is valued where you choose to spend it. If I give a company money, then we have initiated a contract. My part is to make sure I pay the agreed dollar amount - their job is to deliver the product by the agreed upon date OR advise me as to why you will not be able to uphold your end of the deal. It is absolutely Un-American to not be honest with the consumer - it is also illegal! It is not my job as a consumer to be concerned with a company’s PR issues. If you’ve really worked in a similar position, then I’m sure you understand that EVERY customer is concerned with 3 things - price, quality, and delivery. So far for Dash, the price is high, delivery is late, and the quality is undetermined. That doesn’t leave a lot of room to start lying to your customers. I’m one of the biggerst complainers on the planet, but I will also sing Dash’s praises just as loud if they come through this with lessons learned and a good product to boot.
March 4th, 2008 at 12:07 pm
Actually I have been following the product since I first heard about it a year or so ago. I just don’t think I am entitled to ANYTHING when I have yet to actually pay for something. Much less demand that they provide me with customer service when I haven’t actually become their customer yet.
I certainly don’t DEMAND that they give me some sort of compensation for making me wait another month of not buying anything. You people are a tad ridiculous with your demands and accusations of something that you haven’t actually even held in your hands yet.
Bottom line if there was something I wanted more I would have bought it already as a consumer. I highly recommend you take this approach for your own blood pressures sake and stop attacking people who are trying to be innovative. After all, I frankly would much rather they spend their money on making a better product right now then appeasing the internet hordes.
Good Day!
March 4th, 2008 at 12:51 pm
@Roloc
You are entitled to your opinion. Personally, I don’t see it as a demand, but a courtesy. As for customer service,I am a customer. My bank was charged for this item. Although pending, my account was charged, so as far as I’m concern,I am a customer.
I take your statement as a reference point to my statements, therefore I’ll say this.
Dash net will be a success with or without me. My statements are simple and are not in a means of attacking Dash. As stated previously, Dash will be successful. But paying customers will make Dash the their truest success story. But I am sure that losses are just as concerning to Dash as the product itself.
Finally, I say this. If Dash doesn’t want me as a customer, then Dash has every right to make that decision. Dash still has total control over the who they want or who they don’t won’t as customers. My comments aren’t to hurt or offend Dash, Roloc or anyone who is preceiving it as such. But it is my opinion that I’m speaking. And just as everyone else who are classify as internet hordes, how happened to be customers, it is there opinions too.
Thank you and you too, “Have a good day”!
March 4th, 2008 at 3:03 pm
I like you so much Roloc, I wish to add something else. Lets say that you have a 12 year old son that you’ve promised to take to Disney World on Feb 27. Your son has been looking for this Disney World trip since Dec. And the week of Feb 27 rolls around and you are have to your son that a problem has energed financially, preventing you from taking your son to Disney World. Please tell this blog how this 12 year old is going feel? I tell you what I think he’s going to feel. After telling his friends at school that he’s going to Disney World and has mentally prepared himself for this glorious moment, he is going to be heartbroken. He will begin to distrust you. He will discontinue listening to your reasons for not going. And even if you say that the trip is postponed to Mar. 27, he probably would take a different stance and not put too much hope in Mar 27, preventing another letdown. Now with all that I mentioned, the people on this blog who have been complaining and whining, as it has been eloquently put, about not receiving the Dash, should have the right to feel as the 12 year old. My only addition is,if you tell the 12 year old that he can take one of his friends along, as a kiss and make up gesture on Mar 27, that 12 year old will now begin looking forward to the Mar 27 for Disney World and forgetting about Feb 27 altogether.
March 4th, 2008 at 3:46 pm
It’s obviously easy to tell who has actually purchased this device and who hasn’t.
March 6th, 2008 at 3:35 am
Very obvious.
March 7th, 2008 at 4:49 pm
I have purchased it, I did the first day it went on pre-order I don’t see the charge on my card yet therefor I havn’t bought it yet.
So yeah.. very obvious. I think the funniest quote on this blog is this “Personally, I don’t see it as a demand, but a courtesy.”
What do you call it when you try to make someone do a “courtesy” for you? Sounds like a demand to me. People who expect courtesies do not deserve them in my opinion.
Honestly if a month delay on a product upsets you to the core this much, move on. Nothing to see here, go buy something else so you can find your way around Disney Land. I don’t want your data corrupting my dash anyways.
March 8th, 2008 at 2:46 am
Roloc, as I said before,I am not upset. Dash isn’t being demanded by me or no one else. It is in fact, a courtesy. And no, I’m not wishing for anything but my product to be here as stated. At this point, I’m done talking to you. Because you don’t matter. You like to hear yourself talk. Now on a business note, Dash has stated on this blog that I will receive my product by April 3. If then that the item hasn’t been shipped, I will too, join many others to go elsewhere. No pressure, no problem. And please, stop confusing my stance for anger or impatience. My stance is of fairness to the average Joe Taxpayer who’s waited much longer than I. And now that I know that it’s been about the same timeframe with you as I, I need to apologize to you for presenting this courtesy issue on your behalf. It explains why you feel that I am requesting courtesy to myself and not to the others below me. Dash understands the meaning of courtesy, just as you do. But to say it’s a demand is ridiculous. If I wish to make a demand, the demand would be asking for something now, While I wait. I never eluded to wanting anything from Dash, other than a simpe request of receiving my item by April 3. And don’t worry so much Mr. Roloc, corrupting a product I’m paying money for isn’t the way I roll. But if you consider my fairness stance a level of corruption, then I guess I’m very corrupt individual. Thank you