Hey fellas, just wanted to chime in on this. One thing I need to make clear - we did not try to brush off anything. The first FB post from the production facility check was specifically on the overbite or underjaw, it wasn't about the gap - just read that post again. When we saw a collector photo with the exaggerated overbite, that caught our attention more so than the gap. That overbite at least to us, was more obvious and critical and we wanted to address that first. To be fair, there are many who didn't really noticed the gap until there were comparison photos (and some don't see the issue of the gap - those must be non McFarlane fans lol). In that same FB post, we followed up stating that the post was specifically for the overbite jaw and that more updates would follow.
I understand true MacFarlane fans were anxious and critical, and maybe that's why some comments came off as 'whiny' or harsh. I realized the first post because we did not mention about the gap, some could have misunderstood that we were brushing things (or specifically the gap issue) off. Well, we weren't. We just need a little more time to investigate. In between the first post and the solution post- that was 6 hours. I think we did pretty ok.
IMO, I agree that some of the comments could have been delivered in more a cordial manner.
But that's ok. Passion sometimes makes us do or say things we normally don't. I'm sure many of us have been in situations where we say things we don't really mean when we are upset. That's what makes us human and uniquely individual.
So to those who were upset and misunderstood that we were trying to sweep things under the carpet, we will improve on our communication and be clearer. Listening to collectors' feedback is an important aspect of what XM means to us and we will never forget that. We cannot guarantee being able to make 100% things right (sometimes there are limitations due to how far the process is, approvals, costs etc) but we will always try our very best.
And for those who felt XM took some pretty harsh feedback, I appreciate you sounding out and trying to calm folks down. Remember people are just being passionate. They will calm down at their own time, we just need to welcome them back when they do. I'm actually getting emails from collectors who are upset we are delaying shipment because they are ok with a more open mouth. We know it's impossible to please everyone so don't be upset if not everyone is happy. Don't worry, we will continue to do what we do and win over the hearts of those we haven't done so.
At the end of the day, I'd like to think that apart from wanting great products, we also want to be in a community of mutual respect, positivity, pride and class. Let's just agree everyone wins at the end of the day from this incident and focus on the upcoming improved Venom as a result.
Happy collecting. Stay classy San Diego.
.
