To all of our valued customers,
As you know, we have all been waiting, both patiently, and impatiently, for the JRNY to be launched. At the same time, our business philosophy has always been to build the best product on the market, and to always treat our customers and consumers the same way we want to be treated. This mindset has been one of the cornerstones in building NXe into the premier brand within our industry. This is a not a concept, but rather a commitment to you, as well as ourselves.
We received the first shipment of JRNY's yesterday. As I said in my letter to all of the dealers earlier this week, we will receive the product in and do our own internal QC to ensure that the JRNY meets, and exceeds, our quality and performance standards; as well as yours. During our QC inspections here at our facility in Scottsdale, we found some problems with our software. Although our "golden samples" have passed every rigorous test we have put them through, we obviously had a problem during the production process. If this makes you unhappy, how do you think we feel? We have worked on this for over 2 years, and are committed to developing and manufacturing the best hopper on the market. So, this delay does not make me happy. On the other hand, unlike other manufacturers, who would ship and deal with the problems later, (which then becomes your problem), this is not an option we would ever consider.
Therefore, we have quarantined the first lot of production we received, and will not be shipping any product until the changes are implemented and the product meets our specifications, 100%. Only at that time, will it be ready to ship to you. Our colleagues in Asia are off on their New Year holiday. As soon as they return, we will address slight software changes, correct them, and proceed. Our US development team has already determined what the problem is and are preparing the testing results, as well as the corrective action necessary for the change, so our Asian team can review upon their return.
We do apologize for this delay, and under no circumstances will I try to make any excuses. I have pushed our team so hard to get this completed, and then pushed our production team to build and ship before the Chinese New Year holiday. I take full responsibility for this delay. I am upset; and the entire NXe team is as well. We are committed to bringing all of you the best this industry has to offer, and will never deviate from that commitment. As soon as we have corrected the problem, we will make an announcement as to when they will begin shipping.
My promise to all of you is this, the JRNY will be the best hopper bar none. Somethings we all just have to wait a little while for.
All the best,
John Bosch
