Extreme disappointement with Pine's shipping department

[barray]

(Not Pine staff.)

I ordered a pinephone earlier this month and knew it might take some time for the phone to arrive. I was ok with that.

You don't really have a choice, these devices are build to order and they have to find out how many orders there are for the batch before doing a production run. This is because the price point is so low. There's a lot of moving parts to keep the price point reasonable - especially during a global chip shortage.

I did decide to use DHL for delivery - a little more expensive but from what I was reading worth the extra money for shipment to the USA.

I don't think that during COVID times non-DHL options are being offered on the store.

On June 23rd, I received a notice that that a tracking number was created but the package was not picked up. This status stayed this way until the 26th when I reached out to Pine's shipping department. I was told "they have issue of processing and will update us the status around July 28th". After reaching out to DHL, they had no record of my tracking number but asked me to get the pickup or dropoff confirmation number provided by DHL. After multiple attempts after multiple days, pine has yet to provide this number to assure that DHL had actually picked up the phone.

As I'll explain in a second, DHL were disorganised.

On July 28th they finally admitted that DHL picked up the pallet that my package was on, and the palate went to New Zealand and I am to wait through August 2nd before there is any further status. They offered a different tracking number showing the package going to NZ but have yet to offer the original pickup of droppoff confirmation number so I could work with DHL.

Pine are just as disappointed with DHL as you are. They didn't 'admit' a mistake, they only just found out themselves. DHL sent *all* of the Pinephones to New Zealand in error, all people who ordered a Pinephone are affected.

Your disappointment with Pine is misplaced - you should be annoyed with DHL. Good luck trying to hold them to account though, delivery companies are awful.

DHL is still denying they ever picked up my package and will refuse to work with me without the pickup or dropoff confirmation number given to Pine64 when they picked up the pallet with my package on it.

DHL have terrible customer service (from experience), they do the bare minimum. Given your Pinephone is now shipping from New Zealand, adjust your waiting time accordingly.

I paid extra for this???? Pine has no interest in helping me right this mistake. If anyone is reading this from Pine64, please assist me in getting my phone in a reasonable amount of time!!!! I am happy to give my tracking number and order number if requested.

What is Pine supposed to do when one of the only international delivery companies fail at the one thing they are supposed to specialise in? They can't exactly fly to New Zealand and fly the phones to your door themselves. The tracking number issue will likely be addressed in the coming days once DHL get their act together.