Cancel my order & give me a refund please

[RichT]

I was really hoping that it wouldn't come to this, but Pine, I want my money back.


• I made payment on 10th March.

• Since that time your communication has been minimal. I have received your general updates that you've sent to Kickstarter backers, but nothing specific to me or my order.

• On 4th May I emailed you directly asking for more information on when I could expect my order. After receiving no response after a couple of days I asked if it was possible to cancel my order. I finally received a response on the 9th of May saying that there had been a "slight delay in orders shipping out" and my order "will be in a batch that will begin shipping out in about 3-4 weeks", and a follow-up to this on the 10th of May stating simply "at this stage we cannot cancel your order and issue a refund", and apologising for the inconvenience.

• I responded to this refusal to cancel my order immediately, outlining my position and requesting further information. At the time of writing this forum post, 12 days later, I have yet to receive a response or this fabled shipping notification.

• 74 days after I issued payment, I have not received any concrete delivery information, and my emails to your support representatives are apparently being ignored.


Let me make this clear. You have not provided me with adequate information or justification for why I have not received something I paid for two-and-a-half months ago, but you have refused to cancel my order and provide me with a refund. I do not regard this as acceptable. If I do not hear from you by Wednesday I will instruct my bank to recover my money from you.

[samandiriel]

Hey bud - you're obviously upset, and that's valid. PINE is a kickstarter tho, not a retail outlet (or at least not yet). Hard deadlines just don't happen when a whole manufacturer business is being spun up from scratch. PINE's been working pretty hard to push out orders, and they've obviously making more than a token effort and have kept up as best they can with far more to deliver than they imagined they would be. They're making good on it, and it's happening, but bringing expectations of a polished direct from the manufacturer sales model to a just funded kickstarter is bound to disappoint.

I've funded six kickstarters myself, and exactly none of them shipped product by their expected date (and one never made good at all, dammit). Frankly, I'm in awe at how much PINE has managed to get done starting from nothing to fulfil such a huge number of orders, and that they are indeed on track to deliver exactly the goods they promised (tho obviously not on the promised timeline). Those folks have MAD skillz!!! I'm pretty sure most other kickstarters would have busted under the pressure and failed. IMO PINE is doing an amazing job getting everything together and getting product into the hands of backers.

On a more practical note, your bank is not going to do a chargeback. Kickstarter's policies are pretty clear, and when you pay your money what you're doing isn't buying a product - it's investing in an idea. Basically Kickstarters are crowd sourced venture capitalism; think of it like buying stock in a company, and the product is the dividend. If you bought a stock and for whatever reason you weren't happy with the company's performance or the value of the stock later on, your bank wouldn't do a chargeback on that basis either. Same difference here.

[slim21st]

I don't think you know how any of this works. Surely you can't think that you're the only one in this position. Nonetheless, you should read up on terms of use for KS if you want to continue to use the site " backers must understand that when they back a project, they’re helping to create something new — not ordering something that already exists. There may be changes or delays, and there’s a chance something could happen that prevents the creator from being able to finish the project as promised."

On that note, your bank won't even touch the situation. You knew what you were purchasing and the only thing they can investigate is whether you made the transaction or not. (fraud) Needless to say, they haven't stopped sending out boards, even through the perils they've faced (as you can read up on in their updates) I just got mine a few days ago as well. So please be patient and you'll get yours soon. Remember that before the campaign ended, these boards didn't exist. It takes time and things change. Hope you get them soon

[RichT]

I know how this works, this is not the only Kickstarter I've backed, and I'm certain I'm not the only one in this position with Pine, but my board has been showing as ready to ship for weeks now in BackerKit and my requests for further information are being ignored. These are not "slight delays", and I am not making unreasonable requests, but I'm getting nowhere, and it's frustrating as hell. It's easy to be magnanimous when you've got what you've paid for.

[Luke]

Hi

This probably doesn't help or comfort you but I personally know of two people who had the 'ready to ship' status for many weeks now. In other words you are one of many (hundreds ?) in this situation. Is the Pine64 something you need for work or development? Lets hope this KS situation gets resolved soon *fingers crossed*

[Namlehse]

My payment was pulled Feb 27th as an early backer (Backer 1,314). I keep resisting the urge to email support to see if I was "missed", however I've been giving the benefit of the doubt.

[fneves]

Mine was "ready to ship" and it arrived without that status changing, just wait a few more weeks, anyway there isn't much you can do with it anyway.. the software it's pretty much under dev.. and nothing really worth using is up, at least for me...

[RichT]

Two weeks on from my last email to Pine requesting an update and I have still not received any response from them. Not even an acknowledgement. Terrible.

[pilgrimage]

Hi i same status. I dont receive pocket


Hi.I've been waiting a long time.When my shipping my adress.Can you pls control shipping company.
china post : RI068197969CN
Thankyou for support.
Best regards.
Alper
I hope receive pocket

[tllim]

Hi i same status. I dont receive pocket


Hi.I've been waiting a long time.When my shipping my adress.Can you pls control shipping company.
china post : RI068197969CN
Thankyou for support.
Best regards.
Alper
I hope receive pocket

Somehow your parcel go thru a series of security check and keep repeat on the security loop for 20 days before actually shipped out on May 13. Hopefully you will received your shipment soon.

2016-04-24 23:15:33.0
parcel center received
2016-04-24 23:25:03.0
parcel center customs scan
2016-04-24 23:37:20.0
leaving parcel center ，next station Shenzhen center
2016-04-25 00:28:50.0
Shenzhen Transit Station export security scan
2016-04-25 09:27:56.0
Shenzhen Transit Station export customs cleared
2016-04-26 21:47:00.0
arrive Guangzhou Airport
2016-04-26 22:02:13.0
leaving Guangzhou Airport going to next airport/seaport
2016-04-28 09:19:10.0
Shenzhen Transit Station export security scan
2016-04-28 09:19:48.0
Shenzhen Transit Station export customs cleared
2016-04-30 00:30:00.0
arrive Guangzhou Airport
2016-04-30 00:33:28.0
leaving Guangzhou Airport going to next airport/seaport
2016-05-04 11:55:43.0
Shenzhen Transit Station export security scan
2016-05-04 11:56:12.0
Shenzhen Transit Station export customs cleared
2016-05-05 22:12:00.0
arrive Guangzhou Airport
2016-05-05 22:18:19.0
leaving Guangzhou Airport going to next airport/seaport
2016-05-07 12:33:46.0
Shenzhen Transit Station export security scan
2016-05-07 12:35:01.0
Shenzhen Transit Station export customs cleared
2016-05-09 00:38:00.0
arrive Guangzhou Airport
2016-05-09 00:39:40.0
leaving Guangzhou Airport going to next airport/seaport
2016-05-13 12:52:58.0
Shenzhen Transit Station export security scan
2016-05-13 12:58:59.0
Shenzhen Transit Station import customs cleared (domestic transit )