Support is not replying to my ticket

[tllim]

My package was (supposedly) sent on the 28th of February. I knew there could be delays because of COVID. But 3 months passed (June) and the tracking status still showed as "Departed", so I started to get worried.

I contacted support to get a status update on the package. They said they would check and get back to me, but they never did. So I contacted them again twice, both times they replied they were waiting for feedback from the post company (Asendia) and they would get back to me, but they never did.

I contacted them a fourth time 3 weeks ago demanding some sort of response. It's unacceptable that a post company takes more than 3 months to report the status of a package. I got no reply. I wrote again 1 week ago. Still got no reply.

I've been waiting 7 months for this package... What's going on? Are they ghosting me? Did somebody lose my package and no one wants to take responsibility?

In case it helps, the ticket number is #4476

Noted, support team will revisit ticket #4476. Sales team recently go thru the Asendia shipment delay that caused by COVID pandemic during March time frame. Seems like there are some shipment forever stuck in their Germany transit warehouse (some in Swiss).

[daniel]

Seven months is way too long. Try to complain to PayPal; you did not get your product; you should be refunded. Also, keep complaining to Pine64. You bought it through their website, not from the Chinese company.
Of course, keep us posted!

[desca]

Noted, support team will revisit ticket #4476. Sales team recently go thru the Asendia shipment delay that caused by COVID pandemic during March time frame. Seems like there are some shipment forever stuck in their Germany transit warehouse (some in Swiss).

You might add something like "I/we are terribly sorry", maybe "I/we are working to improve our support processes so everything doesn't slip through the cracks regularly because, despite appearances, we do care about our customers and know they deserve better".

[gabrielfin]

I got a reply a couple of days ago after sending the email to the sales team, and I already got a refund. Thank you everyone for your support!

[b4thed4wn]

I've been waiting so far 5 days to change my delivery address on my PP order, if it takes longer I'll have to cancel that order.
It's frustrating to wait this long just on a simple ting, and I makes me wonder if it's worth the trouble to shop at pine64.

[KNERD]

I've been waiting so far 5 days to change my delivery address on my  PP order, if it takes longer I'll have to cancel that order.
It's frustrating to wait this long just on a simple ting, and I makes me wonder if it's worth the trouble to shop at pine64.

The Manjaro ones? I got notice today from DHL that a shipment is being prepared.

[b4thed4wn]

I've been waiting so far 5 days to change my delivery address on my  PP order, if it takes longer I'll have to cancel that order.
It's frustrating to wait this long just on a simple ting, and I makes me wonder if it's worth the trouble to shop at pine64.

The Manjaro ones? I got notice today from DHL that a shipment is being prepared.

Yes it's fixed now.
Sounds great that they are shipping soon 

[Huitsi]

Ticket #5191 has been waiting for an answer for 5 weeks now. Is @tllim the magic word to speed things up?