pinephone lost?
I'm in the same boat: ordered a pinephone destined for Belgium. My delivery has also been stuck in customs since Feb 4th.
I first contacted bpost more than a week ago. They mentioned I should just wait another week because customs were "behind". Mind you, at that moment they already had the package for more than three weeks.
Today I contacted them again. I got an email address of the backend customs organization: backoffice.customs@bpost.be . I got a response within half an hour saying that they were waiting for a "proper proof of payment" ("correct betalingsbewijs), and that the package would have been sent back to the sender if they would not have got that proof of payment within a couple days. I've just sent them the confirmation email that I got from pine64.
While typing this message, I've just received an email that my package has been cleared and should be delivered within the next couple of days. Extra costs to be payed to postal services are 61.12 EUR. The status is still not updated on the tracking website. I hope that will happen within the next couple of hours.
Anyway, the whole email conversation took less than an hour. So I'm a bit frustrated why I had to wait almost 5 weeks only to get the whole thing wrapped up in an hour. I've asked them whether I should have got a request for more information earlier, and through which channel I should have got that message. Let's see if I still get a reply ...
Small update: apparently we were supposed to get a physical letter through the mail asking for more information about the shipment.
Since there are at least three people from Belgium that did not yet get their phones, and who also did not get a letter (or at least they did not mention getting a letter), it might be the case that somehow no letters were sent at all for the entire Belgian batch.
In other words, Belgian customs are waiting for our inputs even though the letters asking for input have most likely never been sent.
So if you don't take action yourself, most likely your phone will be sent back to Hong Kong in a matter of days from now.
I first contacted bpost more than a week ago. They mentioned I should just wait another week because customs were "behind". Mind you, at that moment they already had the package for more than three weeks.
Today I contacted them again. I got an email address of the backend customs organization: backoffice.customs@bpost.be . I got a response within half an hour saying that they were waiting for a "proper proof of payment" ("correct betalingsbewijs), and that the package would have been sent back to the sender if they would not have got that proof of payment within a couple days. I've just sent them the confirmation email that I got from pine64.
While typing this message, I've just received an email that my package has been cleared and should be delivered within the next couple of days. Extra costs to be payed to postal services are 61.12 EUR. The status is still not updated on the tracking website. I hope that will happen within the next couple of hours.
Anyway, the whole email conversation took less than an hour. So I'm a bit frustrated why I had to wait almost 5 weeks only to get the whole thing wrapped up in an hour. I've asked them whether I should have got a request for more information earlier, and through which channel I should have got that message. Let's see if I still get a reply ...
Small update: apparently we were supposed to get a physical letter through the mail asking for more information about the shipment.
Since there are at least three people from Belgium that did not yet get their phones, and who also did not get a letter (or at least they did not mention getting a letter), it might be the case that somehow no letters were sent at all for the entire Belgian batch.
In other words, Belgian customs are waiting for our inputs even though the letters asking for input have most likely never been sent.
So if you don't take action yourself, most likely your phone will be sent back to Hong Kong in a matter of days from now.