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Erik

On the production status and delivery

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On 2/25/2020 at 11:59 PM, david said:

Depends on if the phone is from Minnesota or California. ūüėČ

What if It is in California now but grew up in Alaska, having experienced temperatures closer to absolute zero than those in Minnesota ever will?

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3 hours ago, Craig said:

What if It is in California now but grew up in Alaska, having experienced temperatures closer to absolute zero than those in Minnesota ever will?

Are you in CA?  If so, I had no idea.  Lol

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On 2/26/2020 at 9:45 PM, Shilor said:

My biggest concern is that fxtec goes bankrupt because of corona. ūüėě

Indeed, economic downturn is worrying. I'm prety sure Fxtec is lean enough to survive it but if some of the suppliers and parterns are going bust it could geopardize that product.

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Not sure if this is the right topic to post this in. I am selling a¬†Pro1 (QWERTY). Not looking on making a profit on it so I am selling it for the pre-order price of 667‚ā¨ it came for.
I am residing in the Netherlands and willing to ship it within the EU. If you are interested drop me a PM and I am sure we can work something out! ūüôā

[edit]

And sold!

[/edit]

Edited by Bloodhoundje
Phone sold.
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17 minutes ago, Bloodhoundje said:

Not sure if this is the right topic to post this in. I am selling a¬†Pro1 (QWERTY). Not looking on making a profit on it so I am selling it for the pre-order price of 667‚ā¨ it came for.
I am residing in the Netherlands and willing to ship it within the EU. If you are interested drop me a PM and I am sure we can work something out! ūüôā

Sad to hear you don't like it.¬†ūüė•

But glad to hear you are not in it for the profit. ūüĎć

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I really don't know where to write this, and since there were soooo many topics touched in this thread I have decided to do that here. Actually it may not be that much of an off-topic, since it concerns the delivery in some way...

So as some of You probably know I had an issue with hall sensor in my phone and on 21. February I have finally managed to send it back to London. The day before I have sent the package I wrote an e-mail to the usual support address (replying to the last message from January) with a photo of the package label and short info when the device will be sent. After noticing the "package delivered" (27. February) status on the tracking page I have wrote an e-mail kindly asking for a confirmation that they have successfully received it and a short update on the repair status. Unfortunately until today I did not get any information back. I know it's been only a few days, but not hearing anything back is bothering me a bit. Does anyone know if the support helpdesk still works?

@Waxberry, @Erik maybe You could help me out?

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7 minutes ago, anonim001 said:

I know it's been only a few days, but not hearing anything back is bothering me a bit. Does anyone know if the support helpdesk still works?

2 of those 3 days were weekend days, so it seems there has only been one full working day since you emailed them, and a better chance of getting a reply this week (Monday through Friday).

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I wouldn't worry too much about it. Support generally doesn't respond on weekends and in my experience, Fridays aren't the most responsive days either.

For what it's worth, I've also sent my phone their way and had them have a tracking link Wednesday evening. No further response to that as well. Not worried myself, but you're not alone with this.

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1 hour ago, elvissteinjr said:

I wouldn't worry too much about it. Support generally doesn't respond on weekends and in my experience, Fridays aren't the most responsive days either.

For what it's worth, I've also sent my phone their way and had them have a tracking link Wednesday evening. No further response to that as well. Not worried myself, but you're not alone with this.

Do we even know how their workflow on service requests are supposed to work? I would not expect any reaction that fast either.

As Eric said everyone is still doing everything, and most likely that means they have piles of work each...

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1 hour ago, david said:

 

2 of those 3 days were weekend days, so it seems there has only been one full working day since you emailed them, and a better chance of getting a reply this week (Monday through Friday).

Certainly not a concern, I have had been in great communication with them, as I am waiting on a replacement part, they responded with in 2 business days, sometimes a 3rd, pending on the timing with other production related things happening. I have been very happy with their communication and responses.

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Posted (edited)
15 minutes ago, EskeRahn said:

Do we even know how their workflow on service requests are supposed to work? I would not expect any reaction that fast either.

I'm just guessing off of my experience with them and what I read around here and the Discord server. With the customs stuff I've racked up 10+ responses from them and I'm fairly certain on the weekend part at the very least.
Regarding reaction I'm not expecting them to have my device, but just acknowledge that they've noted I sent it to them (just like they asked me to tell them when I do that) as well as answer questions that came along with that. I'm not trying to rush them here, but just wanted to give a frame of reference to anonim.

Edited by elvissteinjr
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I requested a cancellation and refund of my order, after a week of ordering the phone. My refund request was on February 13th, and after confirming twice that I do want to proceed with the cancellation of my order, I was notified that my request is with a person authorized to issue a refund, typically a director. Almost two weeks have passed since then (instead of a week that was the time-frame given to me that my request would be processed) and everyone remains silent and unresponsive in customer service. By the way, this does not even follow the "terms of sale" which outline that the time limit for a refund is two weeks after we notify them of our decision to cancel. If they continue to remain silent and uresponsive, I will have to report the transaction to the bank and seek my refund this way. What a shame! Refunds are just a couple of clicks away...

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20 hours ago, Georgios said:

I requested a cancellation and refund of my order, after a week of ordering the phone. My refund request was on February 13th, and after confirming twice that I do want to proceed with the cancellation of my order, I was notified that my request is with a person authorized to issue a refund, typically a director. Almost two weeks have passed since then (instead of a week that was the time-frame given to me that my request would be processed) and everyone remains silent and unresponsive in customer service. By the way, this does not even follow the "terms of sale" which outline that the time limit for a refund is two weeks after we notify them of our decision to cancel. If they continue to remain silent and uresponsive, I will have to report the transaction to the bank and seek my refund this way. What a shame! Refunds are just a couple of clicks away...

@Erik @Waxberry

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On 3/2/2020 at 2:40 AM, Georgios said:

I requested a cancellation and refund of my order, after a week of ordering the phone. My refund request was on February 13th, and after confirming twice that I do want to proceed with the cancellation of my order, I was notified that my request is with a person authorized to issue a refund, typically a director. Almost two weeks have passed since then (instead of a week that was the time-frame given to me that my request would be processed) and everyone remains silent and unresponsive in customer service. By the way, this does not even follow the "terms of sale" which outline that the time limit for a refund is two weeks after we notify them of our decision to cancel. If they continue to remain silent and uresponsive, I will have to report the transaction to the bank and seek my refund this way. What a shame! Refunds are just a couple of clicks away...

It's wild how different the experiences with their customer service are. Due to financial issues I had to cancel my order and ask for a refund yesterday (really not an easy decision) and just 9hrs later I got an answer and an email confirming my refund. After reading what other customers had to deal with I was expecting the worst but it seems I got extremely lucky...

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It worked fine before the Corona virus spreaded so I guess that's causing some problems. I hope though that it can't be solved the normal way since I really don't believe that they didn't refund on purpose.

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On 2/27/2020 at 5:40 AM, Adrienspawn said:

As a pre-orderer [sic] I would easily scrap the earphones for a proper case or discount towards a case. 

Yes pleased ūüėĄ¬† (but towards a flip case!)

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Any news if enough workers went back to the factory so they can restart production?

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Posted (edited)
2 hours ago, Tsunero said:

Any news if enough workers went back to the factory so they can restart production?

..and if they have enough spare parts.

I can imagine that fxtec only plays second fiddle in the distribution of components. ūüėě

Edited by Shilor

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Posted (edited)

Two weeks out from last update, I think it's time for a new one.

I hope they're taking other measures to ensure supply line continues to operate. Banking on one factory to reopen is risky and frankly shortsighted

Edited by npatel1050

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As if there is a factory outside of china. So many companies have problems getting materials, fxtec is a small one and has probably issues as well.

 

However, in this thread was stated that phones were produced but not yet shipped. They wanted to continue after the holiday season. So .. what is the status about that? Is shipping still the one thing that's missing, or not? Obviously not all phones would be done, but at least a chunk.

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2 hours ago, npatel1050 said:

I hope they're taking other measures to ensure supply line continues to operate. Banking on one factory to reopen is risky and frankly shortsighted

Remember that they are small, so they easily will be pushed aside when a larger customer wants stuff. Hard to fight the giants.

Even though they may already be using multiple sources for standard parts, their volumes are so small that doing so for specialised parts, would add heavy surcharges.

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Quote

 

Hello,

We just wanted to give you a quick update on the current Pro1 manufacturing and shipping capabilities.

Since the last email update we have made some progress (slow progress but progress nevertheless), and following the last few weeks of disruption staff are now back to work at the factory which is great news! However, with travel restrictions still in place across China a scheduled components delivery did not end up taking place today. 

We are working closely with the factory to get this resolved as quickly as we can, so hopefully we will be able to continue manufacturing all remaining devices next week. We understand that this might not be the news you were hoping for but the current situation is completely out of our control. 

Rest assured we are as determined as ever to get these units to you as soon as possible, and we expect things to start moving much quicker next week. 

Thank you once again for your continued patience and support.

Sincerely,  


Adrian and Chen
Founders, F(x)tec

 

 

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So, on the warranty repair news... it came out that the company has changed the office address (was there any newsletter or something on that?) and they do not have my phone. They promised to send someone to the old office yesterday, but after sending a reminder I've got a reply, that they still don't have it...

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6 hours ago, anonim001 said:

So, on the warranty repair news... it came out that the company has changed the office address (was there any newsletter or something on that?) and they do not have my phone. They promised to send someone to the old office yesterday, but after sending a reminder I've got a reply, that they still don't have it...

My mother used to say "It'll turn up" in just these situations. Probably not the best business strategy however LOL

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