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ROLI Support Times & Product Availability

How COVID-19 is affecting us

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Our creator community is at the heart of everything we do at ROLI. As the COVID-19 pandemic has continued to create huge challenges across the world, it has also had some meaningful impacts on ROLI. I wanted to share an update with the community so everyone can understand how we have been impacted and what to expect going forward.

We were already going through a transition as a business in setting up a new division focussed on LUMI, our music learning platform, when COVID started to impact us. Naturally, we made health and wellness for the team and community our top priority. At various stages, the pandemic significantly slowed down a number of critical items within our supply chain, and made international travel for the team extremely challenging. We quickly made the transition to having the entire team working from home, and although this has generally gone well, there are a few areas where we have seen some meaningful impacts for creators.

  • Creator Support: The biggest impact of COVID was on Creator Support, especially around replacement units and servicing as this required setting up new systems for our operations and logistics teams to work in a socially distant and safe manner. This and other COVID-related issues led to a significant backlog. We sincerely apologise to the creators who have been impacted by these delays and challenges. We know that some folks have had a really frustrating experience. Our current focus is on resolving the outstanding servicing/return requests while simultaneously adding resources to expand our ability to respond to the rest of our creator queries in a timely and helpful way and we are making progress on both these fronts.

  • Product Availability and Delivery: We have a number of hardware projects in flight right now, but due to some of the challenges around introducing new products, we have had to prioritise. We are really excited that LUMI Keys 1 will be shipping soon, as we believe it fulfils a need that can become even more pronounced during the pandemic. Supply is limited this year but will be ramping up quickly. We have limited stock of Seaboards and BLOCKS at this point, and will return our focus here once we have begun shipping LUMIs. At the same time, we have some major firmware and software updates coming which will benefit all our creators.

  • Giving Back: We wanted to give back to our local community here in London, and so some of our team members took on a really exciting and worthwhile project building PPE for non-profit organisations. You can read more about it here.

We're really excited about the new product offerings that we are announcing this year, and can’t wait to share more with you soon. In the meantime, we hope you and your families are safe and healthy.

Roland Lamb, Founder and CEO