September 14 Update

Hey everyone, Ryan here with this week’s update.

Software Update

Mobile app/firmware version 0.9.14 was published in the last week. From what we’ve seen the release seems to be improving things quite a bit, particularly for Android and Sony users. We are seeing a small percentage of users on Android reporting update/connectivity issues and are working to track the last of those down. We’re also aware of some focusing issues; similarly, this appears to be functioning better, but some edge cases still need to be solved, particularly for multi-point and whole scene focus. Additionally, we have some performance improvements for Canons (including faster triggering), more Sony edge case handling, and we’ll be releasing support for the Fuji X-T1 (we’re still working on a few things related to focusing and unsure if they’ll make the release, but everything else is done and testing well).

We expect to submit the next app release for approval on Wednesday, 9/19, and then see it live in the stores after Apple/Android approve it (typically in 1-3 days). This release is mostly focused on bug fixes and performance improvements, including most of the focusing-related bugs reported, plus a number of smaller items. We’ll have release notes out early next week and publish them on https://support.witharsenal.com and in the apps.

Shipping Update - Pre and Post April 1, 2018 Orders

Our updates to-date have focused on orders placed before April 1, 2018. Starting today, we will begin to provide updates on those newer orders placed after April 1, 2018. We will also continue to provide updates on the held orders shipping to Germany.

We were a bit short of our goal this week on units sent, shipping 4,003 instead of the 6,000 we intended. We are working to get caught up this week.

This is the current schedule for those that backed or ordered before April 1, 2018:

Week of June 18 - 211 units shipped Week of June 25 - 338 units shipped
Week of July 16 - 578 units shipped
Week of July 23 - 4,098 units shipped
Week of July 30 - 7,166 units shipped
Week of August 6 - 7,680 units shipped
Week of August 13 - 6,012 units shipped
Week of August 20 - 3,028 units shipped
Week of August 27 - 6,251 units
Week of September 3 - 4,003 units
Week of September 10 - 6,000 units
Week of September 17 - all remaining confirmed pre-orders from prior to April 1, 2018
Week of September 24 - newly confirmed/fixed pre-orders from prior to April 1, 2018
Week of October 15 - held German orders from earlier batches (tentative)
Week of October 15 - orders placed between April 1, 2018 and September 30, 2018 begin shipping (tentative)
Week of October 22 - orders placed between April 1, 2018 and September 30, 2018 complete shipping

I wrote about the customs-related delay for German orders last week. In case you missed it, you can read the details here. We should have the units with a CE marking on the device the first week of October, and then it takes two weeks to get them delivered to the fulfillment house, labels printed, packaged, and shipped. I’m marking the October 15 date as tentative until a few more things fall into place, but I feel reasonably confident in it.

For those that ordered between April 1, 2018 and through September 30, 2018, these units will be shipped the week of October 15 or the week of October 22. We had targeted to get these units out in late September, and up until this week felt this was doable. Unfortunately, our production test run this week showed some issues with the new plastics we’re using and caused another modification cycle, which takes a few weeks. Overall we’re really excited with the new plastics, but there is one modification that is necessary. I’m also marking this tentative until we see the new plastics run in the next few days.

After the week of October 22 we’ll be transitioning to a daily shipping model, where orders are sent straight from our ordering system to our fulfillment center to start the packaging/shipping process. More details on that to come.

Shipping Timeframes

For those of you that have received a shipping confirmation and tracking email, we understand that it can be frustrating if you have not seen movement on your package for a few days (or even a week). However, please allow the full 14 days (from your shipping date) for your package to make it to the final delivery destination before contacting support. Most issues can be resolved by calling the courier who is delivering the package in your country. If your package has not arrived 14 days after your ship date and the courier is not able to provide any additional information, please contact us via email (help@witharsenal.com) so we can file a claim on your behalf or help track down the missing package. If you run into any other issues, please feel free to reach out.

Wrap Up

We are really excited by the recent feedback and photos posted #withArsenal. Thank you to those that have shared their experiences with us and other users. For those still waiting on their shipments, we continue to feel grateful for your patience and support.

-Ryan