XIM MATRIX Release Rollout

[OBsIV]

Hey everyone, our plan is to open our store (http://store.xim.tech) at 12pm (noon) PST tomorrow (May 6th). We are opening it on a weekend so that our fulfillment group can work through Sunday preparing shipments to go out first thing Monday.

Just like with prior launches, if the order rate is larger than what we can handle in a day, then, the store will be closed and reopened in the near future. We want to make sure that people that ordered -- especially those that ordered with expedited shipping -- get their shipment out promptly.

We will announce times the store will be opened here so that people in different countries can get a chance to order. Thanks!

[OBsIV]

Hey everyone, well this is a first in the history of product launches -- the entire store crashed due to the load. We are working now with our cart provider on it. We apologize for the inconvenience!

[OBsIV]

For those that are wondering, no orders were placed. The site got hit so hard that it's not even able to serve up pages. We are working on it .... sorry everyone!

[OBsIV]

Just a quick update, the issue has been escalated as an emergency to the cart provider's server administrators. It's my understanding some people are now getting blocked. Once we know more I'll post here (no timeframe was given). Thanks for your patience on this everyone -- we know this is incredibly frustrating.

[OBsIV]

Apologies to everyone as we are all having bad flashbacks to when we were trying to buy the next gen consoles.

The demand still remains very high and the cart provider made it so that the store remains running to ensure orders can be placed if you can get through -- which we've confirmed they are without issue.

If you placed an order and were charged but never got an order notification, please let us know. Rest assured that if you placed an order and were charged, we will make sure the order is fulfilled.

We are stocking the store in smaller batches out of caution right now.

[OBsIV]

Our cart provider now has their developers on it since they can't understand what is going wrong and assure us this shouldn't be happening even with the excessive load. Well, given what we are all experiencing, thanks to them this is going down as our worst launch ever.

The stability problems are causing all sorts of problems. Again, if you were charged and didn't get an order (or were charged more than once), please be patient so we can sort it out. You will be refunded. Some people have managed to get multiple quantity orders in (which shouldn't have happened). Those will be cancelled and your money refunded.

The store has been stocked with the amount we wanted to for today. We will provide updates after those are out of stock on the stability of the store.

[OBsIV]

Ok, we are out of our planned batch for today. Our cart provider was able to get things running again. We will follow up with them to make sure this doesn't happen again.

Our fulfillment group is going to be working through tonight and tomorrow doing the following:

1) Checking every order and payment to make sure everything matches. If we received a payment (or payments) without a matching order, you will be refunded
2) Figuring out why International shipping methods aren't being presented
3) Preparing all orders for shipment first thing Monday morning (thank you for your orders!)

We won't stock the store without notifying this thread first in advance.

Again, we are so sorry for those that tried to get an order in and couldn't. That's incredibly frustrating and disappointing and we are working hard to rectify the situation.

Also, if you have any issues or concerns about your order, please direct those questions to our fulfillment group. Please given them some time to respond.

Have a great weekend everyone and we will get this all sorted out.

[OBsIV]

I just talked with our fulfillment group and they clarified some points I wanted to share:

1) If you ordered and paid but didn't get an actual XIM Store order through, I mentioned here on the forum that we'd fix the order manually. However I was informed that our payment processor and also PayPal will automatically refund your money immediately in this case. In the case that doesn't happen, we will add in the order. Otherwise you will need to be ordered again. Sorry for the confusion there.

2) As of right now, both your billing and shipping address must be the same. If they aren't, then you will need to use a Verified PayPal account for the transaction. Otherwise, the order won't be processed.

Again, sorry for the confusion. We are going to work hard to make sure the next round goes more smoothly.

[Od1n]

The XIM Store will not open today (Sunday) as the team is working through existing orders right now.
See Obsiv's post on that:

No, the store will not be opened today. We are going through everything right now to make sure this doesn't happen again.

Link: https://community.xim.tech/index.php?topic=105992.msg907582#msg907582

[OBsIV]

Hello everyone, we've actively been working with our cart provider and they are stating they have fixes in place and are currently watching it. They want to fix it so we should give them the chance to do that. We need to do a test run so the plan is to stock the store today at 1PM PST. Apologies to international customers, but, we need this all fixed first and the time to do that is now.

[OBsIV]

Thanks for stress testing these changes that our cart provider made. Clearly they didn't work. The batch sold out, but, the store was taken down again. Not only that, every store on that server was taken offline. That's enough to tell me that it's time to switch providers.

The current provider assures us that they will fix it, but, we are now actively moving shops. Please be patient while we get all this resolved.

All mismatched orders/payments will be sorted out quickly. If you paid and didn't receive an order, the payment processor will automatically refund your money (that is out of our control).

[OBsIV]

We've been working around the clock to move shop providers. We are almost there (just a couple more things). In the mean time, we are opening the new shop so everything that wants can enter their account information. It is our hope that we can start opening the store tomorrow (which we will announce on here ahead of time). Likely a very small batch at first to make sure everything is working and then start going bigger and at different times for international.

We haven't mapped our domain to this new store since we want to make sure it's working before we fully commit. That means you access the store here in the mean time: https://11335f-2.myshopify.com

Thanks for your patience with this everyone -- we are close.

[OBsIV]

People have reported problems with adding their address to their accounts. Apparently this is a "known" problem according to the shop provider and needs to be fixed. They didn't give a timeframe, but, you can still enter your address at checkout. Our plan is to still go forward with a test run tomorrow. That will be announced beforehand here.

[OBsIV]

Hey everyone, again sorry for the short notice on these things, but, we need to open for a small test run of the new store now. There is a known problem with the store right now that the provider needs to fix -- you can't edit your address in your account. But, you can add your address at check out so we are going to move forward with the test run. You must have an account to order. Again, the temp store address is: https://11335f-2.myshopify.com

[OBsIV]

Ok, everyone, so far so good with the new stores stability. The test batch is done and we are going through it now. If you have any questions or concerns about an order, please use the Contact link on the new store.