Erik
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Posts posted by Erik
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5 minutes ago, __fastcall said:
I think hell just froze. I just got a SMS with a Fedex tracking code! â¤ď¸ â¤ď¸ â¤ď¸
That's quicker than we did, but I am glad to hear that!
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They're coming, any moment today or tomorrow the warehouse will send us the dispatch report and that's when we'll let you know of the tracking :). One part of the shipment is complete. They're just working on the remaining before they mark this batch as shipped - so today or tomorrow. There's a chance Fedex will notify you before we have the tracking, as the labels are already booked.
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We're working on repairs, but there's a lot of stuff piled from the lockdown and your repair is in the queue as many others.
I want to say this week, but I don't want to promise.
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1 hour ago, SchattengestaIt said:
@Erik
Mine is ignored as well. I confirmed it immediately and gave them my bank account. Since then, three weeks passed. I even wrote them another reminder mail a week ago, but nothing happened.
Would be great if you could refund me as well so that I won't get another phone I don't need anymore (I bought a used one instead). The return cost would be more expensive.Bank account transfers are more complicated. Our bank here in the UK requires a director to physically visit a bank branch just to add a new payee to the account. I will chase someone.Â
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I have now processed the refund request for you. We're just a little overwhelmed at the moment, but we should get back to everyone by the end of this week.  Workload piling from months of lockdowns has to be done in a few weeks.
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Email [email protected] to arrange a warranty repair for both of them. Please note, we're a little flooded with the recent batch at the moment, it may take a few days to get a reply, and then a couple of weeks to repair it once it arrives. We're going through all the piled repairs from the last few months of lockdown.
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On 6/22/2020 at 11:30 AM, Raksura said:
Hey,
Do any of you know of a good (and free) platform to host a community wiki for the Pro1?
The issue being that the forums are good for discussions, but not for providing information and guides (especially considering there is a time limit for editing posts). For example, if you were to discover this phone today, you'd have a hard time finding out which OSes are available for it and where the guide for each of them is. Basically, if you know to search for it, the forums will provide you the info you need, but there is no index, nor much separation between conversation and guides (not to mention user suggested solutions which spawn many, many pages in a single thread without such distinctions).
The best solution would be for F(x)tec to be hosting it themselves, since that avoid all the caveats a free solution would imply. @Erik, would this be possible?
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This is a good idea. I will look into some Wiki platforms, and allow trusted community members to post :).
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5 hours ago, Slion said:I've just removed the time limit on post edits.
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Doesn't look like right. Maybe have been damaged in transit. We'll send another one. Will discuss with you over email.
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43 minutes ago, marmistrz said:
Nothing has changed for me.
How about now?
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1 hour ago, marmistrz said:
Hi,
I was surprised that I got no e-mail notification after a post I follow was replied to. It appears that the administrator disabled the e-mail notifications for everything.
Why?
Try now :).
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This is a complicated case.
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1. It appears that you confirmed the refund request 1 day after the stock assignment notice (not prior to it). Typically that would be fine, but when we ship devices, it is the busiest time for us, and we aren't always able to react by the time the courier collects your device from our warehouse.
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2. To further complicate, the delivery of the Pro1 was accepted despite the "Order completion - device on it's way" confirmation emails that we send. In those cases, we typically expect the customer to immediately notify us to revert the shipment, but it looks like the ticket request remained quiet, and the delivery was accepted according to the Fedex tracking and signature.
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We've replied to your message on how to arrange a return to our UK location. As soon as we have any indication that the device is on it's way to us, we will issue a refund.
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A smaller batch is being allocated today. The assigned people will be emailed by the end of today.
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Contact us at https://www.fxtec.com/contact-us and we'll see what can be done.
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On 1/27/2020 at 10:45 PM, windraver said:
Just got the Pro1 today and somehow got it working on Verizon based on the instructions here.
Context: I have an existing account with Verizon. I've been swapping my sim to new devices for years. I've been carrying my sim from Droid Turbo, Turbo 2, Moto Z force, Moto Z2 force, Pixel 3 and now to the FXtec Pro1.
Steps I took:
- Insert existing active sim from Pixel 3.
- Skip initial setup step to setup network
- Connect to wifi
- Update to latest update
- go to dialer
- enter *#*#4636#*#*
- Enable all toggles under phone 1
- Set network to LTE only
- Restart
It now shows it is connect to 4G.
- Data confirmed working. Web browsing, connected to Google account, downloaded apps.
- SMS sent and received
- MMS sent and received
- Call made and receivedÂ
Anything else I should be testing?
- update 1: Added clarifying information
- update 2: tested and confirmed call and SMS both ways
- update 3: test and confirmed MMS both ways.
- update 4: cleanup
Featuring this post, thank you for sharing.
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22 hours ago, auvo.salmi said:
Not really important, but just asking: Did you buy a new phone to replace your Pro1 just because of broken fingerprint sensor? I mean, if the phone is otherwise perfectly usable, why didn't you use for example a lock code instead? I don't even use my fingerprint sensor (or any lock actually), so I could have swapped devices with you.
His Pro1 is with us, so I can justify why he needed another phone. We're aiming to replace his device ASAP, as it will be quicker than waiting for new parts.
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13 hours ago, anonim001 said:
@Erik why didn't FxTec inform us about change of office address? It would be good to know, normally companies inform everyone who may want to try contacting them much earlier... I understand that "going through half of the city" may not be comfortable to get the device sent to an old address, but come on, it's not like I have found the address somewhere on the Internet, it's what I got from the support.
When we request a device for service, we typically expect it to be sent within a week. In this scenario, we waited 1+ months for it to be sent in for service alone as far as I know.
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On 3/7/2020 at 2:28 PM, d said:
My fingerprint sensor broke just two weeks after I got the phone. I've sent them an email asking when they would have replacement parts and devices and waited until 20.01.2020 before I sent it in for repairs. The phone arrived a couple of days before the 29. Since then I've gotten no updates, but a couple of replies after asking about it.
I've been waiting for six weeks now and had to buy another phone.
Sorry to hear you had to buy another phone..
As you may or may not know, our factory in China, including their supply chain, has pretty much been off for the past 2 months. We are told they are back operating at some capacity but it's still nowhere near the efficiency and speed before the Coronavirus outbreak. Although very slowly, devices are being produced, but what can we do about that? We don't have 5+ factories like Canon, and we don't have the comfort of moving manufacturing to Taiwan like Apple did.
We would be happy to replace your device, but how do you do that when half of your workers can't get to work to make the device?
It's unfortunate, but the best we can do right now is to patiently wait and help our factory as much as we can. Every startup to medium sized businesses manufacturing in China is affected.Â
As for your messages, I can see a new response to our previous reply was made on Saturday. We know your repair is waiting to be processed, we are not going to forget about it, even if we don't periodically acknowledge it's still with us. Pretty much everything is in hold until the stock is ready, which is what we need to send you a new device :).
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It's definitely the Snapdragon 835 CPU. The sound issue is a bug with the system forcing a power saving rule as investigated below. This is at the top of our list for the coming update/s.
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17 minutes ago, Serolfic said:
Hey @Erik
You probably get tired of seeing this by now, but are there any plans to get an official bug tracker? Bugzilla, Trello, anything? I know you're all busy, but there's a big benefit from both sides if it can be done.
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Hi!
Yes, it is something we are looking to use in the near future - in fact I would be the one looking after it đ. It will be out as soon as we can allocate more workforce to post-launch support tools.Â
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17 hours ago, PC_ said:
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15 hours ago, EskeRahn said:Actually I do not know what roles people got, but send a mail to support, and I'm sure they will try to help.
For bug reports, it's best to email [email protected].
We're a startup. Everyone does everything as necessary. The entire Fxtec team sees those emails at the minute. We have our specialities but we all put our noses in all aspects of the company. Keeps it eventful :).
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13 hours ago, elvissteinjr said:
I usually would really avoid doing double posts, but today I got a call from FedEx on voice mail repeating my situation, but adding that the importer thing can't be reverted now.
So it's up to F(x)tec to somehow provide an EORI number the German customs like... not sure if you can, but yeah.In desperation and looking at the third upcoming weekend I could've had my device for I'm gonna ping @Erik and @Waxberry here, hoping you could somehow manage to sort that out quickly. Maybe customs can muck around with the package during the weekend already then.
Sorry if it comes across the wrong way, love all the support I've been given so far and maybe it's not *that* urgent in a way, but I'd just love to get my phone and every new roadblock is a bit disappointing.Â
4 hours ago, Val said:Pleaso do the same for Fedex/TNT #122470407879 Â (order #8332). "Clearance delay - Import" since Jan 28th although I gave them all the documents they've asked and more. I even paid them a visit to their headquarter and I'm about to escalate the situation to country and european institutions. The EU legislation on imports it's the same and it's just plain outrageous that Fedex/TNT apply some rules in the western countries and others in the eastern ones.
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It looks like our warehouse partner Expansys were already notified of the issues with both of your shipments. They are undergoing recovery actions since the 5th of Feb, and I've just chased them. In the worst case, we'll re-ship them using another service from the UK.
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3 hours ago, Adrienspawn said:
I asked for a refund a few weeks ago.
Had no idea what this mysterious Fedex package from China was until now.
Had to pay 70.14$ at the door here in Montreal đÂ
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I can see that your order hasn't been refunded yet. If you still wish to get a refund, and the device is with you, please don't unseal it, PM me and I'll arrange a refund / return ASAP.
We've had a few cases of devices being shipped by the time we could handle the refund requests. This is just to avoid further confusion.
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1. You should be able to listen to your own music files form the Play Music app pre-installed on your device.
2. There's only QWERTY or QWERTZ. QWERTY is used by all English speaking nations, as US English is the internationally accepted layout.
- The pound sign is coming as a software update in the future.
- The / and ? symbols can be input by combining them with the yellow arrow keys next to Ctrl.
On the pre-production status
in General Discussion
Posted
There's more :), which is why we still haven't received the dispatch report. Most likely tomorrow we will officially notify orders that they have been shipped.