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Shipping the Storm of Invites

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  1. David S. Administrator Staff Member Jul 1, 2014

    David S., Jul 1, 2014 :
    Since my last post regarding the status of the Europe warehouse there have been no further updates on the stock. I am writing to give you guys the latest info we have from our Europe and US warehouses.

    Lots of people who have received invites are asking why their status still shows pending. I want to be as factual as possible in my explanation of these delays.

    Last week, two large shipments, one headed to the US, the other to Europe, were delayed by many small issues compounded. We did not leave enough leeway for these delays and the fact we had promised contest winners invites pressured us to send the invites out before shipments arrived at the warehouse.

    We are 20 days behind our own schedule, below I list the delays we suffered:
    • Production Scheduling Conflicts - 3 days
    • Low-yield Rate on Back Covers - 7 days
    • Incomplete Clearance Documents - 4 days
    • Weekends - 4 days
    • Timezone/Different Cut-off Times - 2 days
    We should have contacted and updated each of you with the status of your package before the deadline, but we didn't. Excuses do not work retroactively and we are sorry that we failed again at communicating with you guys. We are trying, but clearly not enough.

    The good news is that we’ve worked out these issues and both shipments will arrive at their respective warehouses this week. From there, both the Europe and US warehouses should be able to ship the next working day and we should be offering tracking numbers one working day later.

    At the moment we are aiming to get the tracking numbers sent to everyone who placed an order last week before the 9th of July.

    If you cannot wait that long for the phone, please request a refund. We will help cancel the order and submit the refund request to our finance department as soon as possible. The refund should arrive in a few days.

    Currently our Customer Support team is swamped with a lot of tickets. We have recently welcomed new staff on board but it'll take them some time to get up to speed.

    To me, this is the perfect example of why we must use the invite system right now. The invite system helps us test our production line, shipping channels, and warehousing in order to find and troubleshoot problems exactly like this. We are very close to working out all the bugs, and once we do, a lot more devices will come.

    Again, thank you all for your patience. Remember that although we have received a considerable amount of buzz thanks to our fans, we are still a very young company with occasional hiccups.

    Everything is a learning experience for us. Please trust that we are working day and night, giving our all, trying to get you all devices ASAP.
     

    #1
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  2. Singhbaba Level: Jelly Bean Jul 1, 2014

    Singhbaba, Jul 1, 2014 :
    Edit @David S.

    Question:- Will One plus refund the shipping costs since there is a delay due to reasons best known to you and as they missed to deliver on their promised time frame.?

    This would bring visibility and attention to the issue.
     
    Last edited: Jul 1, 2014

    #2
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  3. J0han Level: KitKat Moderator Jul 1, 2014

    J0han, Jul 1, 2014 :
    I'm still telling my brother "soon" when he asks me when he will receive his invite. I hope it won't be too long before I can tell him "tomorrow" :D
     

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  13. Cooklung Level: Ice Cream Sandwich Jul 1, 2014

    Cooklung, Jul 1, 2014 :
    Oh man...I know I reserved this spot so I could think of some clever comment. I got nothing other then, "I am disappoint".
     

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  18. danger2u Level: KitKat Jul 1, 2014

    danger2u, Jul 1, 2014 :
    and Race winners?? @Jerry @David S.
     

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