06-12-2025, 11:21 AM
I encountered a complete lack of support from the sales department's technical support team.
All my explanations were met with no response or willingness to look into the issue, and eventually, they stopped replying altogether.
I submitted a support ticket (Ticket ID #19968), but have not received any response there either.
Here is the content of the ticket:
Dear Pine64 Support,
I am writing to file a formal complaint regarding my order #375842, which remains undelivered due to an addressing error.
The tracking number is LZ251648191CN, and according to the official China Post tracking system
(https://track-chinapost.com/result_china...51648191CN), the package has not left Frankfurt and was never delivered to Berlin.
Upon calling DHL customer service, I was informed that the package lacks a full delivery address – only the postal code was indicated, which made delivery impossible. DHL advised me to contact the sender to correct the address issue.
I did exactly that. However, the response I received from your Sales Department was unhelpful and dismissive. The representative simply insisted that the address was present and provided a shipping label screenshot, which only shows what should have been there in theory, not what was actually on the package. This does not prove that the address was correctly printed and attached.
Despite my repeated explanations and clear evidence of the issue, your sales representative eventually stopped responding to me altogether.
This situation is unacceptable. I kindly request that you either:
Resolve the issue by initiating an investigation and correcting the delivery,
or
Refund the full amount including shipping, as the failure to deliver is clearly due to an error on your side.
Please treat this matter with urgency and respond as soon as possible.
All my explanations were met with no response or willingness to look into the issue, and eventually, they stopped replying altogether.
I submitted a support ticket (Ticket ID #19968), but have not received any response there either.
Here is the content of the ticket:
Dear Pine64 Support,
I am writing to file a formal complaint regarding my order #375842, which remains undelivered due to an addressing error.
The tracking number is LZ251648191CN, and according to the official China Post tracking system
(https://track-chinapost.com/result_china...51648191CN), the package has not left Frankfurt and was never delivered to Berlin.
Upon calling DHL customer service, I was informed that the package lacks a full delivery address – only the postal code was indicated, which made delivery impossible. DHL advised me to contact the sender to correct the address issue.
I did exactly that. However, the response I received from your Sales Department was unhelpful and dismissive. The representative simply insisted that the address was present and provided a shipping label screenshot, which only shows what should have been there in theory, not what was actually on the package. This does not prove that the address was correctly printed and attached.
Despite my repeated explanations and clear evidence of the issue, your sales representative eventually stopped responding to me altogether.
This situation is unacceptable. I kindly request that you either:
Resolve the issue by initiating an investigation and correcting the delivery,
or
Refund the full amount including shipping, as the failure to deliver is clearly due to an error on your side.
Please treat this matter with urgency and respond as soon as possible.
