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Refund request ignored


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On 8/13/2020 at 2:13 PM, SchattengestaIt said:

What I find most difficult here is that the order doesn't seem to be cancelled until the refund is done. The worst thing for Fxtec would be that the device gets delivered and has to be sent back since it wouldn't be needed anymore. That would be a huge loss of money that would be easy to prevent.

In fact, this is another aspect that bothers me. After I cancelled my order, I received several mails saying that they can ship my device next week. It made me feel kind of stupid because I was such a patient customer all the time. Would I have received my phone months ago if I had requested the cancellation earlier?

I still see the possibility that they deliberately did not stop the delivery, in the assumption that I will change my mind once I receive it. This would not only result in the loss of money, but also in another customer having to wait even longer for the phone...

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You feel kind of stupid? No, i feel kind of stupid.

I made an order in September. And every month f(x)tec wrote that they would ship at the end of the month.
I asked for a refund in March. But they wrote that if I wait 1 month, I will get a phone. I agreed to their terms. But COVID-19 happened. Ok, I understand Christmas days, New Years, Chinese New Years, Covid-19. In early June, I once again reminded of the order and they confirmed that they would ship within a month. I gave them until the end of July.
In early July, I received a letter that the reserve was assigned. But so far I have not received the tracking number. Although last Monday they wrote that they would send it 100%:
"Today we shipped a few Russian orders. Based on where you are in the queue, you will receive your tracking details by the end of this week 100%."
Total: the phone is in stock for more than 3 weeks, they don't ship it. I no longer believe in f(x)tec, I demanded a refund and I will no longer cancel it.

Edited by Lucik
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19 minutes ago, Rob. S. said:

Stupid? Ok, I agree that cancelling the order a week before shipment after waiting eleven months certainly qualifies 😉 

They have promised to ship the order by the end of each week for 2 months now. Previously, they promised by the end of each month. And I don't know how many more excuses there would be.
But, this time, with the money back, they worked quickly. Thanks for that.
Maybe in the future, if they set up production and logistics, I will buy this phone.

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On 8/17/2020 at 5:09 PM, Rob. S. said:

Stupid? Ok, I agree that cancelling the order a week before shipment after waiting eleven months certainly qualifies 😉 

This is like saying it would be stupid to refund now since they will ship most of the devices until the end of the month. Previously they even said they would deliver ALL devices by the end of september.
This phrase would apply to every month so far. September, when they were supposed to start shipping, October, November, December (first Christmas was promised, then it was the New Year), January, February, ... - it paused over the CoVid19 phase (March to May) and then as it seemed continued as we were used to. I was lucky and got a used phone from somebody who wasn't actually using his device (ebay notifications, bought immediately) and I waited almost two months to get my refund.
The bad thing is, that it really is a great device. If used with LineageOS (in my view basically bugfree), you can easily achieve up to 300 keystrokes per second which really helps me with typing on the go. I usually don't even open my laptop at the night even if I write longer mails.

I haven't received further notifications about the progress anymore but I really don't understand how we got from "deliver all devices by Christmas" to "Oh, nine months passed... whooopsie!". And I wish they would be able to actually ramp up the production since there would definitely be people buying the device. I've had a couple of interested friends which I had to tell that ordering wouldn't make sense since they won't get their device anytime soon.

Let's hope that they survive and a potential Pro2 will be delivered in time.

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12 minutes ago, SchattengestaIt said:

you can easily achieve up to 300 keystrokes per second

I am utterly impressed 😇 ....But assume it is a typo.

(But I do agree that it is frustration how the production again and again get delayed)

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On 8/18/2020 at 10:54 PM, goodyes said:

Im considering buying one. But seeing this I will do not

At this time I can only warn everyone to do business with this company.


After three months I still don't have my money back and only get stalling messages, if at all. For me it is clear that they do not want or can not refund.

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On 8/18/2020 at 10:54 PM, goodyes said:

Im considering buying one. But seeing this I will do not

Don't let that stop you. If you want a keyboard phone, have deep enough pockets, enough patience and another spare smart phone then you should order a Pro1.

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As much as Fxtec will hate me for these words: just wait until they have actual devices in stock for 'immediate' delivery. You would get your device slightly faster by buying now but that isn't worth waiting 3-12 months for your device.

Also I do recommend setting up push notifications for ebay and maybe even google search. That is how I got my device four months ago (I never spent money faster than after that email).

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25 minutes ago, SchattengestaIt said:

just wait until they have actual devices in stock for 'immediate' delivery

There is a big IF in this. You are assuming that they are going to produce to stock. You could be right. But I wouldn't if it was me.

I personally would not at all be surprised if once all pre-orders are handled, they will pile enough orders, before they produce a new batch for those - plus a  few extras.
I don't think they will want to produce more than they feel quite certain they can sell (plus what they need for guarantee repairs & swaps)
If my guess here is right, I would expect that the more the order flow slows down, the less beyond the already ordered they will produce.
But I could be wrong - they could well be more willing to take risks than I am.

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Their original plan was to have some devices in stock. Of course they won't produce thousands of devices over their current orders but a few hundreds would be my expectation. There sure is a demand although it decreases the longer they wait (outdated/overpriced would be the arguments there).

On the other hand they will want to fulfill all current preorders (I don't call four months of waiting an order), so I'd at least wait until shipping time has reduced to about one month where you can actually expect to get a device at all.

This is my personal experience since I waited nine months for my device until I bought a used one and refunded. Maybe other people are more patient than I am.

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4 hours ago, SchattengestaIt said:

There sure is a demand although it decreases the longer they wait (outdated/overpriced would be the arguments there).

Well especially since its direct competitor the Asto Slide is a better spec device at not much more cost to purchase in comparison to Pro1.  They could ofc lower the price to sort that though.

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31 minutes ago, _DW_ said:

Well especially since its direct competitor the Asto Slide is a better spec device at not much more cost to purchase in comparison to Pro1.  They could ofc lower the price to sort that though.

I really don't expect that they manage shipping at march 2021, they have had delays with other devices as well. Also, I do not feel well with that hinge and we haven't seen an actual demonstration (not animation) of the device being opened. FxTec did that WAY before they started producing and demonstrated that they really believed in their device.
Those big keys wouldn't be my preference either (depends on how they feel of course). 

Hardwarewise it seems to be the better option, especially with that chipset (haven't heard of it yet but it seems to be powerful). But in the end this all will be worthless if the hinge is fragile.

I do expect prices dropping for the Fxtec at some point but they would really need to ramp up production to not get a refund-repurchase chaos.

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12 minutes ago, SchattengestaIt said:

 Also, I do not feel well with that hinge and we haven't seen an actual demonstration (not animation) of the device being opened. FxTec did that WAY before they started producing and demonstrated that they really believed in their device.

Well we have seen the mechanism. As I described here the inventor himself struggles with it in their own presentation video (from 01:00 to 01:20 here). But obviously they might have improved that since, but we are to see that first....

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20 minutes ago, EskeRahn said:

Well we have seen the mechanism. As I described here the inventor himself struggles with it in their own presentation video (from 01:00 to 01:20 here). But obviously they might have improved that since, but we are to see that first....

Thank you for the video. The hinge seems extremely fragile and the sliders seem to tilt very easily (since they can't be forced to stay parallel). Looks quite painful to watch, honestly...

I wouldn't expect a manufacturer to sell a device with such a mechanism so that's why I expect a lot more delays before they actually produce it. On the other hand we had bending and exploding phones before, so why not one that breaks in half? (seriously, I imagine this being open while falling asleep (happens a lot with my Pro1) and accidentally laying on top of it. I couldn't imagine that the hinge would hold up to that while the Pro 1 would just 'close'.

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13 minutes ago, SchattengestaIt said:

Thank you for the video. The hinge seems extremely fragile and the sliders seem to tilt very easily (since they can't be forced to stay parallel). Looks quite painful to watch, honestly...

I wouldn't expect a manufacturer to sell a device with such a mechanism so that's why I expect a lot more delays before they actually produce it. On the other hand we had bending and exploding phones before, so why not one that breaks in half? (seriously, I imagine this being open while falling asleep (happens a lot with my Pro1) and accidentally laying on top of it. I couldn't imagine that the hinge would hold up to that while the Pro 1 would just 'close'.

Well I imagine, that it MIGHT be possible to fix with some rod and cogwheels in the keyboard part synchronising the two sides. Obviously the technically super simple mechanism of the Pro1 has this coupling by design by the support being a plate and not two individual arms.

(Actually the mechanism of the Pro1 though very simple in principle once you got the idea, is a bit harder to do with the correct ratios if you try to do the math, it was a bit of a puzzle when II tried to make a program to create the principal gif here)

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I was just pointing out that there are competitors turning up but I am sure they are on the ball and working on a Pro2

I think the problem with the design of the astro slide is that the 2 arms are not connected so its easy to push to hard on 1 arm so it doesn't close evenly.  They probably should be connected 🤷‍♂️

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40 minutes ago, _DW_ said:

I was just pointing out that there are competitors turning up but I am sure they are on the ball and working on a Pro2

I hope they are working on Pro2 but currently there is no information regarding that and it may take a while even if they are working on it, so the current choice is Pro1.

The Pro1 itself is very well done considering they are a startup. They were not skip steps necessary before production.
I think this mentality caused a lot of initial delay at beginning but also that is what makes Pro1 a well-designed product.

Naturally there are drawbacks of being a small startup, so there are limited hardware elements to choose from and one of this is the curved display itself, but also this made a chance of buying it from 3rd-party places.

If they ever make a Pro2, I hope it will be very similar to Pro1 but with never SoC and real dual SIM + SD card compatibility instead of hybrid slot.
I am sure they have troubles with EN/DE keyboard options, but I hope they will forget the shifted part of the QWERTY keyboard, so I think a non-shifted QWERTY would be enough also for international use. Shifted layout makes a lot of trouble on international use case.

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3 hours ago, VaZso said:

If they ever make a Pro2, I hope it will be very similar to Pro1 but with never SoC and real dual SIM + SD card compatibility instead of hybrid slot.

I hope they go for std NanoSIM + sd + eSIM. An eSIM chip can hold multiple profiles so a standard SIM only for compatibility with carriers not (yet) supporting eSIM.

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