I tried to start a hardware startup last year and actually made it to the interview with PG & co. At the end of the meeting, while the idea was good, it came down to the obvious question of assembling and sourcing the hardware. At that stage, after a lot of research and thinking, I decided to cut my losses and shelf the idea for the time being.

Why? Because hardware is hard. I may be an engineer, but scaling production of a hardware unit from a prototype to shippable products en masse is an extremely hard challenge if you're trying to source your hardware from somewhere like China. Its harder if you're not Apple or HP..or Sony for that matter. I think its unfair to judge wakemate to Sony or Apple standards.

Coincidentally, I met the Wakemate guys when I crashed at the SF hacker house during that time. While they're brilliant and dextrous folks, I certainly felt the vibe that they were finding it extremely challenging to design, produce and ship this thing. The idea of wakemate sounded great, but I wasn't convinced that being non-tech founders, they were entirely aware of the technical and logistical challenges of producing and scaling a hardware unit from scratch to the production line.

I wish them luck though. While they could learn a lesson or two about PR, they've been at it for over an year and have persisted. Customer patience may be running thin after these series of setbacks, but I still believe that they will eventually pull it off.

I started a hardware company at the age of 23 and it was insanely difficult. Everything that could go wrong did.

The challenges of designing production capable hardware and software, manufacturing, testing, packaging, shipping, supporting, handling failures (hardware or software problem? let the fighting commence!), managing inventory and cash flow are immense. So much so that I never want to ship hardware again.

The problem here is they are probably not making any money in the low volumes they are producing this at. Any cash they do have is probably tied up in inventory, and in a startup it's really hard to predict what sales will be 3 months from now. Guess too high and all your cash is tied up in inventory and now your empty for payroll. Guess too low and you might have a 3 month backlog. (sure, that's a 'good' problem to have, but it's not all good in the hardware world because now you need cash to buy the parts to build the hardware. Banks won't talk to you without years of operating experience under your belt, and you had better hope your investors are willing to help finance inventory growth)

My advice: Find a niche market who will appreciate this device and quadruple your price. Perhaps this more expensive version comes with 3 months of a 'sleep expert' (who is an actual person) who analyzes my sleeping patterns and 'customizes' a wakeup/sleep plan just for me (i.e. allow 3rd party experts to improve the experience and thus add value). Or maybe there is margin built in for 'sleep doctors' to sell to their patients/customers.

Could the microphone detect and track severe snoring? Sleep apnea affects 6% of our population.. that's a big number.

The problem here is people's lives are only being marginally improved, and for $60, too low for any profit after you factor in warranty, support and failures, they are expecting something more. These are not good customers for you.

I didn't think they were deflecting or blaming their source. Sounds like they were just saying that they did the proper due diligence, but there is still a problem.

Apple did the same thing when they were giving tours of their radio-frequency test lab. It's a way of saying, "Yes, there's a problem, but it wasn't sheer negligence."

They obviously didn't do the proper due diligence. They did what was legally required, but they did not do what was necessary to avoid to avoid the business nightmare they're in now.

Seriously, how novel is a USB power brick? It's not like the thing was designed from scratch for the first time for them... It looks identical to the one you get with iPhones/iPads.

I would have assumed, as they probably did, that it is a very plain vanilla component and not belabored it. The art of shipping is to know when to take certain risks related to he product.

Overthinking a mass-produced commodity power brick isn't a smart use of time.

I agree with this. The way they single out "Chinese" is very immature. They even said they paid to have proper certification in the U.S., well who did you pay because while your manufacturer may have shipped a bad product, your QC dept clearly failed their job too.

All you needed to say is that they were defective and they needed a recall, no reason to try and blame someone else for your problem.

I bought from you guys to support you, but please take some responsibility.

Perhaps they could take more responsibility, but they certainly aren't worse than Apple. Remember how Apple was very hush-hush about the exploding/fire-catching Macbook batteries? That seems a more apples-to-apples comparison to a product that was sourced upstream. Notice how Apple didn't do a full recall, they just hoped people wouldn't notice. Points to wakemate for a courageous recall on one report!

Somehow, a superheated device velcroed to your arm going off while you sleep in bed seems a little more serious than a phone getting poor reception.

It will be pretty weird to try to sleep with the wake mate plugged in while it was on your arm(and very uncomfortable). Also he is talking about MacBook batteries catching fire, not antennagate, read the comment again.

I feel like your prejudice is coloring your reading of that email. "This is what we did, these are the precautions we took," seems like a perfectly reasonable message. (Admittedly, it may be a cheap tactic, but Chinese manufacturers are the butt of many jokes in the US market, so I suspect most people would just shrug and say, "that sucks, glad they warned me.")

If they fail, it's not because of that messaging... it's because the product works poorly (based on some reviews) and now has defective parts.