As we’ve heard and seen from many of you, we’ve had various issues with pre-order payments and deliveries. If you’ve been one of those affected, we understand how frustrated you are.

Many of you are asking: Why couldn’t you figure this out before launch? Don’t you care about your pre-order supporters who’ve been waiting, many of them since May 2012?

We absolutely care about you. And the truth is, there is no excuse for these issues.

We’re sincerely sorry for the confusion and frustration. Our inability to get Leap Motion Controllers by our launch to many of those who pre-ordered as far back as May 2012 is not the way we wanted to reward you for your early support and enthusiasm.

There have been numerous issues – all of them with various degrees of complication. Adding to the frustration of many is that due to the high volume our support team has been unable to respond as quickly as we would like. For unconfirmed pre-orders, payment failures, shipping or other issues, we’re continuing to make progress on helping the people impacted. We ask for your patience as we work through your calls and emails. We will not stop until we’ve reached everyone.

We have databases, impact charts and response plans, and it all comes down to one critical thing: What we are doing now to make this better for you?

First – We are processing and shipping the orders that we can as quickly as we can. We’re also sending tracking numbers as quickly as we can.

Second – We’ve been reaching out to everyone that has placed a pre-ordered we haven’t been able to process, or that has experienced an error. We’re emailing with an explanation and a solution for getting you your device as soon as possible. Please make sure to check your email (and spam filter) over the next few days if you haven’t already heard from us.

Third – We have more than doubled our customer support team in the past month, but we’re still experiencing delays due to the high volume. We’re hiring more people and our team is working overtime to respond as quickly as we can. Before launch we also added a hotline to take your calls. There have been issues with hold times, dropped calls and poor connection issues, which we’re working to address with our vendor. We’re also looking to get an International toll-free number for you soon.

Fourth – We’ve expanded our online support materials with more information, frequently asked questions and tutorial videos. Please check it out here.

Last but not least – We’ve implemented a new order system on our site that we believe will significantly improve the ordering experience moving forward. This includes new payment options like PayPal.

Again, our sincere apologies. We’ve been honored – and clearly overwhelmed – by the global interest in Leap Motion. We hope that you will stay with us as we move through these growing pains, and continue on our journey to bring 3D motion control to you and the world.