Erik
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Posts posted by Erik
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FYI, we're trying to source a replacement for you already @DieBruine. No point in delaying this. Support will update you within 1 week with details.
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According to the tracking, the package was returned back to us after it was held for 1 week in a DPD depot in your home country pending customs charges. Also, if you checked the tracking that we provided you with, it's pretty clear it is still on it's way back to us. The tracking hasn't changed to "delivered" - hence nothing arrived back to us.
We like to side with you, as we've seen this happening a lot since Brexit - unpaid customs, customers never contacted by the courier asking for the payment, and yet things still getting returned for unpaid customs...
This was our shipment broker's last response to us about your package, it was sent on the 29th of March, and they've been quiet since then. I've just chased them again. It seems like they lost it - from what we see they loose about 30-40% of packages that need to be returned due to customs issues. From experience I know it's DPD not replying back, not necessarily the middleman (parcelhero)
As soon as they confirm they've concluded their investigation, we'll look at replacement options - however limited they may be at the moment. Once their investigation is complete, we can then claim the amount against DPD's insurance.
Below is the last communication with Parcelhero, our broker that provides us labels for DPD. They're looking into it.
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On 3/10/2021 at 7:33 AM, EskeRahn said:
From the images it would be more accurate to describe it something like "The upper part, less the plate with the hinge-mechanism". But let us await an official answer to be sure.
We send the screen part, not "just the screen" - that cannot be removed without a heatgun, potential damage and it's not something we provide.
The screen part that we ship includes the frame around it, so it's very easy to swap. The hinge mechanism is not included, as you don't need that to swap the display.
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On 3/11/2021 at 2:09 AM, Bobbyr said:
I canceled my order a couple months ago and you said the money will be returned in a couple weeks. Still no refund.
i am getting concerned if I am going to get my refund.
Thanks,
Bob
I don't see any queries or orders that have ever been raised by the email address matching your community account. Could you PM me the case ID, or ping the email itself that you discussed the refund through?
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2 hours ago, Tony Simpson said:
Hi Support,
It's been 12 weeks since I asked for a refund and 8 weeks since I was told it would take a week to refund Order #55435.
I think it's a great product but I wanted a new phone 8 months ago and I needed a new phone 3 months ago.
Please refund Order #55435 as you said you would.
Thanks.
I have just sorted this one out for you.
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On 1/18/2021 at 7:15 PM, netman said:
If you've taken your Pro1 apart before you will have noticed it's mostly held together with screws hidden behind small circular stickers:
And while it's possible to take these off without damaging, if you are me you entirely destroy them in the removal process :D. Also I do like to get creative, so I made a solution:
They're made from thick laminated vinyl (made by Orafol), and obviously quite different than the original stickers but they do the job well I think. I could not achieve the same roundness as the original since this would cost too much for smaller quantitites (to cut them more precisely requires a die to be custom made).
Since it isn't much harder to make a pile of them than just a few, I did so and will be mailing them out for free. If you want some PM me your address and tell you want stickers, can't promise them to ship fast though as it depends when do I pass the post office :P. To save on international shipping cost for people in the US I'll forward the address to our very own @Hook who I sent a stack of stickers. If you are in the US you can also PM @Hook directly :). Alternatively you can PM me on TMO if you came from there (I'm also "netman" there), or on the unofficial discord.
Many thanks go to our community over at Discord, where people helped designing and testing the stickers. Not all the drawings are done by myself but I don't recall who did them xD. Many thanks to @mosen for beautiful photos of the stickers.
I've also attached the original SVG file that I sent to the sticker house to have them fabricated, but note that this is scaled to work out specifically for them - it took several test runs to get this right.
Thank you so much for sending a stack of these to our office! They're very helpful with repairs! 🏆
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18 hours ago, resister said:
I've seen other people do this to get a basic acknowledgement. Its been two weeks since my request. I hope this is enough. @Erik
My order is [Order #55486] (June 12, 2020) . I'm requesting a refund since I sent funds for a Pro-X. Although a time estimate would be ideal, I just need an acknowledgement that you received the request.
Thanks!I've just sorted that one for you :).
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On 11/28/2020 at 4:03 PM, Masterg3sg1 said:
Hey all,
i requested a refund for my order on 13 May 2020.
The Support worte to me on 2 Sep 2020 : "Thanks for confirming. We've submitted this over to our finance team, and we'll get back to you shortly."
Since then i didnt get any response even after writing multiple mails... can you please look into this case @Erik. I need the money back till 31.12.2020 cause i want to close the connected bank account with the end of this year.
Please any admin or Fx-Tec staff help me...waited over 6 months now...
I can see this is significantly delayed - sorry for that. I am chasing one of our directors to visit a bank branch to issue this for you. This has been quite difficult recently following our 2nd lockdown in the UK. Bank transfers for relatively low amounts are very old-style for both parties compared to credit card payments.
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A few tips for IGG contributions in case you haven't done so already. Please disable any proxies, or VPNs that you may have running. We see people using those a lot more often now, but for any fraud protection such as what Stripe has (what IGG uses for payments), that's a no no. It's also important that your billing and shipping address match the address where your card is registered. You should also call your bank immediately after the failed payment attempt and they should typically be able to tell you why.
Or you can email us at [email protected] and we'll generate an internal order matching the IGG rates.
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Sorry for the delays. We'll get to your request. We're going through a very long list of emails that have piled in the last couple of weeks following the announcement of the Pro1 X.
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On 10/28/2020 at 8:54 PM, Heng Ye said:
Sorry, Indiegogo does not accept PayPal, and PayPal is generally not a good idea for merchants only doing pre-orders. There is still the standard debit/credit card protection you get with VISA / MasterCard / AMEX when paid on our website or Indiegogo.
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On 10/29/2020 at 10:39 AM, swac said:
Hi guys,
I need help.
After waiting over a year I really needed a new phone. FXTec told my, I would get mine in december. I couldn´t wait this long. (ordered september 6th, 2019 #35125)
So I canceled my order over a month ago. (september 24th). FXTec told me I would get a refund.
I still have no refund and they don´t answer my mails!
What should I do? Anyone has an idea?
Best regards. This is a great community!
Can you PM me your request ID or email address for the order by any chance? I checked your community registered email, but there are no orders matching against that one.
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I had to delete some of the content our very crafty users found about this :).
We can’t share anything for certain until the 27th, as there’s still a lot of graphical (presentation) work undergoing, pricing is being drafted and more. What you may have seen is far from final, hence the links were taken down.
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9 hours ago, someguywaiting said:
I've just issued the refund for you. Sorry for the delays. Hope we'll change your mind later in the future when we have readily available stock!
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5 minutes ago, VaZso said:
It may happen their IP address (or some of their IP addresses) was appeared in a blacklist for some reason or there is a specific blocking set at recipient side (blocking a range of IP addresses or blocking by part of reverse DNS name), etc.
Even Gmail may not always deliver all of these e-mails despite of correct settings (however, that case it may not appear in these logs).
So it may happen an e-mail is not delivered even if one has a system correctly set up.
It may also be handled as SPAM by recipient system.It was blacklisted by Spamhaus. Sendgrid uses a different IP for pretty much every email, and occasionally they use a blocked one.
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11 hours ago, silversolver said:
I should note that I never got a tracking number at all. It just arrived.
I've checked the email logs from Sendgrid (our web email service provider), it says your server blocked the message due to Sendgrid's IPs being blacklisted. We use Sendgrid precisely to ensure everyone receives our emails, but that doesn't always happen. I am glad to hear you got your Pro1!
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Bump, a batch has just been shipped from HK.
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4 minutes ago, Nikolai said:
Ordered and paid 20th of November 2019, QWERTZ, to Germany. Still waiting. Are you sure the majority of orders has been completed? Should I be sending a mail to [email protected]?
The majority (2/3) of Pro1 pre-orders were placed in the first few months of us accepting pre-orders. Those were the small percentage of people who are happy to pre-order a product and wait for it. The biggest rush was in the first few days, as that's when everyone was rushing to be amongst the first. Most people who want a Pro1 haven't placed an order because it doesn't ship tomorrow like most people are used to. That is a segment we haven't explored yet as we haven't really launched with readily available stock.
In contrast to how much we have shipped, the remaining orders are very few.
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2 minutes ago, EskeRahn said:
Quite a number of users usually make a comment or pose a question when they have received their device. So I think the questions on the status of the announced "Early September batch" is quite reasonable to pose on September the 23.
Yes, as we approach (or miss) our set deadlines more similar comments can be expected :).
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25 minutes ago, DieBruine said:
I received a screen last Monday. this was two weeks later than expected. I would assume my screen was sent from the same new batch. So surely some people should have received their phone by now, right!?! 🙃
18 minutes ago, Slion said:New owner threads are quiet though.
The majority of the orders are complete. It's only natural for people to discuss a problem in the community, not the lack of. We barely ever hear from the customers who have received their devices in contrast to those who haven't.
It's the cycle of purchasing a Pro1 - order > join the community to see if you're the only one waiting > receive the device a few months later > exit community.
Of course, we are lucky to have very supportive Pro1 advocates who discuss the positive experiences with their Pro1, but a complain is typically a lot more of a reason to speak than a positive experience is - it's human nature. Positivity is expected, therefore not widely discussed, while delays can be frustrating and need reassurance by other community users in the same position. Once they're no longer in the "waiting position", most community users become inactive.
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14 hours ago, fxtecslowasmolasses said:
I've been waiting 12 damn months so probably longer than that.
Could you email your order ID to [email protected]? I don't see one linking to this community account.
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I have removed and anonymised the account as per your request.
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59 minutes ago, Viperwarlord said:
I emailed the company and told them I will wait for the update of the spontaneous reboots first before worrying too much. Well, that morning the update arrived and I installed. Took the phone for a ride around town to see more than one cell tower and nothing. Dead silence the whole time. Get back home and connect to wifi, no reboots, no wavering in signal from wifi, just a mini tablet that it's been. Fxtec says try another sim.
While out I got an AT&T sim, to see if it would work since I know verizon and this phone don't seem to take well to each other too well, and nothing. I tried my girlfriend's verizon sim, and nothing. The sim card doesn't seem to matter at this point for who it connects to, I just have a dead cell modem.I want to love this phone SOOO much. At least tethering to another phone is working. Has to mean that it only sees the signal as internet/wifi and not a piggybacked cell service.
Will update as this continues.
Sorry to hear about this - it does sound like you have a faulty device.
We may need to have a look at your Pro1. Provide the latest to the help desk if you haven't already and we'll decide on what to do.
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28 minutes ago, Swond said:
They want customs fee. I should not pay VAT at this point, cause my order is B2B. VAT will be processed at our company afterwards.
Always a few customs offices that have never done "DDP" (Delivered Duty Paid) shipments in their lives. Please email [email protected] and we'll teach them how to do their jobs as usual.
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Warranty return
in Support
Posted
During lockdown, we've had repairs go directly to staff addresses, since we all tried to work from home as much as possible. I have hidden the staff address in the first message. I'd advise looking at your tracking, or provide it to us in the original repair request.