You may be experiencing delays in receiving your orders from NZXT BLD during this unprecedented time, and for that, we’d like to sincerely apologize. This is not up to the NZXT standard we’ve prided ourselves on for years and we want you to know that we are doing our absolute best to ensure orders are fulfilled and delivered on time. The COVID-19 pandemic has impacted almost every aspect of our lives and business. Like all of you, it has taken us time to figure out how to operate safely and to adjust to this new reality, including extending our standard delivery times. It has been a challenging experience for all of us and we would like to thank you for your continued support and patience.
In the interest of transparency, we want to share what is causing the delays and also offer some insight into what we’re doing to fix the problem.
Supply chain disruptions
Before COVID-19 hit on a global scale, we had a robust supply chain that allowed us to take orders based on delivery commitments from key component suppliers. This system gave us the confidence and ability to take orders, build, test, and ship computers on schedule. In the early days of the pandemic, this supply chain was still strong and we continued in this method, believing that we could still offer great products with little to no issue.
As the pandemic progressed, the process became increasingly challenged.. Our office staff was sent home so they could maintain social distance and prevent the spread of the virus. Our warehouse needed to be reworked to maintain the safety of our builders and those who could not complete their work from the safety of their homes. This obviously caused some slow-down in how quickly we could process orders, but we remained confident. This shift was occurring all over the world, including the computer hardware industry. As a result, the dates of arrival for components were no longer reliable, but we continued to take orders believing that we could still service our customers. Suffice to say, the demand was stronger than ever and the components were in short supply.
When the stimulus was sent to millions of people throughout the United States we saw an unprecedented influx of orders for our products. This increase of orders, in addition to the delay in parts, exasperated the problem with an increased backlog of orders and components not arriving on time. Our method of communicating delays to our customers was beyond the planned capacity, which left many of you without the proper updates on your orders. Ultimately, our systems needed to be revamped to maintain the level of service our customers deserve.
How are we taking care of it?
- We are no longer offering products that are in short supply – Since we can no longer reliably estimate when we will receive certain components we believe it is best to offer what we have. This does mean that our customers may have fewer choices, but we also believe that it is better to be upfront and honest with what we can provide at the moment of ordering.
- We are improving our communication – When we are aware of delayed orders, we are sending email updates with more context about the cause of the delay. This includes offering customers the option to swap to comparable parts, improve shipping speeds, and to upgrade components for the difference. We know some of you have preferences in hardware and it is your choice whether you want to wait, swap, upgrade, or cancel. At the end of the day, it’s all about providing you the build you want so you can get gaming faster.
- We are celebrating our support and build teams – Our builders and support team are working tirelessly to get your orders to you, and address your concerns. These trying times have provided them with unique challenges and we couldn’t be more proud of their hard work and dedication.
We apologize for any inconvenience these issues have caused and we want you to know we’re doing everything we can to meet our demand. You are an important part of the NZXT Community along with your PC.
If you are affected by the above issues, please do not hesitate to contact our customer support team for more information.