As of this week, we have secured a new warehousing and office facility! Currently, fulfilment is operating out of shared premises, so this new facility will help us improve our efficiency by providing much needed additional space.
Once the move is complete, support and fulfilment will happen in a centralised location, allowing support requests/tickets to directly liaise with warehousing as required. Design will still operate from our main office.
For now, our old facility will still fulfil orders as we begin to migrate everything across. Due to the extent of set up and organisation required for moving to the new location, the fulfilment of in-stock items may experience some delays. However, we will work to get through it as quickly as possible. Thank you for your understanding and patience!
THERMAL + M65-B
We know many of you are keen to hear some updates for the remaining THERMAL units and M65-B.
There were some delays due to a supply issue with the packaging but this has since been rectified. The good news is they’re now packed, ready to go and the container to ship them over has been booked! Shipping is scheduled for next week and should take approximately 2-3 weeks to arrive in port.
Accounting for time spent clearing customs and additional logistics, we can expect to receive them by early December. Once arrived, they’ll be processed immediately for fulfilment!
M60-A OLIVIA/LNY20 + M50-A
The M60-A OLIVIA and LNY20 editions plus the M50-A are close behind! Once we have more specific information, we’ll make a new blog post 😊
CANVAS
The CANVAS 2 deskmats have finished packaging and are scheduled to arrive in port on the 15th of November. There are still ongoing delays at all major ports so we’re expecting at least another week or two past this date before we receive them at our warehouse. Tentatively, fulfilment could begin around late November/early December at this stage.
TRAY
The TRAYs have finished up surface treatment, so we may be able to squeeze them onto the next shipment as well — we will confirm in a later blog post!
Manufacturing and updates
While we’re here, we’d like to take this opportunity to elaborate on the manufacturing process and how it can be very difficult to give updates, such as definitively communicating that x keyboard is in y stage and will complete on z date.
Each stage of the manufacturing process is not discrete, every single unit of x keyboard is not machined first and then moved onto the next stage. For example, throughout the manufacturing lifecycle of a product, 70% of the units could still be in the machining stage, while the 30% that have already completed machining will have moved onto surface treatment and so on and so forth.
To further complicate matters, any particular unit can also move backwards in the manufacturing process. For example, if a lighter colour anodisation does not meet our QC standards, it will be re-anodised to a darker colour or e-coated.
Sometimes, we’re also working with partial and/or periodic information from our manufacturer, especially during holiday/vacation periods. We do our best to predict and extrapolate that information into tangible updates!
We’re also happy to announce that we have added another stage of QC to our post-production process. Having 2 separate stages of QC means we can more consistently ensure our high-quality standards are met and further reduce the chance of any blemished units slipping through. Additionally, we’re expanding our machining facilities again, with 20 more machines! Moving forward, this will mean faster project timelines, which will enable greater capacity to handle multiple projects and/or large quantities simultaneously.
Support
As the volume of support tickets increase, we’ve onboarded additional staff to increase our support capacity. It’s super important to us to be able to solve any issues that arise in a timely manner, as recently, our response times have been longer than we’d like. That said, we are still a small team, so as always, your patience is appreciated! 💛
Likewise, starting today, we’ll be closing our Instagram DMs. The business suite/tools provided by Facebook for Instagram DMs are horrendously unreliable. Search is finicky and accidentally losing track of a message chain has happened far too often.
While we love chatting about what new switches you’re excited to try in your M60-A and what keyset you’re matching with your U80-A, closing the DMs will allow us to better focus and track support requests with made-for-purpose software that also connects to our online store. Similar benefits were experienced after closing our Facebook messages.
Please continue to tag us @ramaworks in posts and stories as we love seeing how everyone makes their keyboard their own!
For any issues, questions, order adjustments, or concerns in general, please lodge a ticket through: https://support.rama.care
Sending an email through to support@rama.care or replying to your order confirmation email is also completely fine!