Extreme disappointement with Pine's shipping department
#1
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I ordered a pinephone earlier this month and knew it might take some time for the phone to arrive. I was ok with that. 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. 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. 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. 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.

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.

PLEASE!

Thanks.
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#2
(Not Pine staff.)

(07-29-2021, 04:53 PM)disappointment Wrote: 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.

(07-29-2021, 04:53 PM)disappointment Wrote: 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.

(07-29-2021, 04:53 PM)disappointment Wrote: 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.

(07-29-2021, 04:53 PM)disappointment Wrote: 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.

(07-29-2021, 04:53 PM)disappointment Wrote: 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.

(07-29-2021, 04:53 PM)disappointment Wrote: 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.
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#3
DHL service to the USA is normally much faster than you would expect.

Most of the time when DHL has picked up a phone or PBP in Hong Kong for me, I usually have had it at my door in under 24 hours.
(coming from Hong Kong to the USA, they do cross a few time zones so it appears to move at warp speed)

The only time it has taken weeks, was when a different carrier was involved.

Parts are a different thing completely, those take weeks++ even without mistakes.

Mistakes do SUCK, but we all make them.

Of the 5 seperate phone orders and 2 PBP orders only one took the slow boat, YEAH waiting is frustrating !

But after it leaves Hong Kong, Pine64 cannot control what happens.
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#4
I'm in the same boat.
I was waiting patiently for DHL's Shipping info to update from; "Shipper has generated a shipment label, but the shipment has not yet been handed over to DHL". Thinking about contacting support.

And then Pine Support sent me an email informing me of the problem.

I'm kinda happy they are keeping me informed really.

But then I'm not really used to ordering things from abroad so I have no real expectations.
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#5
(08-04-2021, 07:45 AM)mouffa Wrote: imagine your disappointment when you realise that your magnetoprotein vaxxine can instantly kill you when a certain 5G antenna goes over a certain power level, that is if you decide to exit your house while you are not allowed by the Big Brother

Please don't make this forum a place for conspiracy theories (or "facts that the mass media doesn't want you to know" or whatever it might be called). I'm afraid there might already be quite a bit of overlap of privacy focussed individuals and ones with potentially dangerously absurd "alternative" views, and sometimes that emerges here too. But the enthusiasm for open source products and development is what makes this forum so valuable for everyone, so please, let's keep it technical.
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#6
(08-04-2021, 08:50 AM)mouffa Wrote: you can always request a ban on my account, until then you will be flooded with "conspiracy" since you can not even read the package insert of a drug or the official papers from the UN, WEF, WHO etc which are one by one taken down by their authors themselves, luckily wayback machine still works for the time being

I've read some very valuable input from you here. I respect that and your efforts towards Pine development, I wouldn't want to see you banned for it. It seems I don't respect your personal views on some things, but ideally this wouldn't be an issue here if it doesn't come up. I don't want this place to end up a forum for people to go on about their world views and fears and dangerous opinions which sometimes cannot really be called an opinion, but attract other like-minded people while driving away people who are interested in open software and hardware, but don't want to have it mixed up with conspiracy theories.
I don't want to get further into this, I think I've made my point.
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#7
(08-04-2021, 09:10 AM)kqlnut Wrote:
(08-04-2021, 08:50 AM)mouffa Wrote: you can always request a ban on my account, until then you will be flooded with "conspiracy" since you can not even read the package insert of a drug or the official papers from the UN, WEF, WHO etc which are one by one taken down by their authors themselves, luckily wayback machine still works for the time being

I've read some very valuable input from you here. I respect that and your efforts towards Pine development, I wouldn't want to see you banned for it. It seems I don't respect your personal views on some things, but ideally this wouldn't be an issue here if it doesn't come up. I don't want this place to end up a forum for people to go on about their world views and fears and dangerous opinions which sometimes cannot really be called an opinion, but attract other like-minded people while driving away people who are interested in open software and hardware, but don't want to have it mixed up with conspiracy theories.
I don't want to get further into this, I think I've made my point.

your request has been declined
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#8
Please, keep this thread on-topic, or it will be closed.
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#9
I want to tell my story of the last order, in my case the pinephone shipping department was flawless but the couriers were bad.

I had ordered a replacement card for my BH by post in Austria, after months of waiting the tracking says it has arrived at customs. I go to ask the post office and they tell me that I have to wait, I wait and go back to ask for information a week later, they still tell me to wait. When I come back another time I get the customs number, they give me two, in the first number the costumer tell me that the package is delivered to the post office but that the post office does not have it so something must have happened, the only thing I can do is ask the sender to open a claim. In the other number they pretend not to understand and close the call.
I write to the pinephone shipping department, they contact the post office and the investigation starts and in the end we find out that the package was sent back and then DESTROYED, and this happened after I had already been to the post office personally to ask where it was.

The shipping department fully refunded me the amount of money, plus when I redid the order they also refunded the board discount for Braveheart buyers. The order this time took place with UPS, about ten days from China, 30 euros for shipping and 25 euros for customs for a package of 100 euros.
Meanwhile, DHL was accidentally shipping all pinephones to New Zealand.

In my humble opinion pine64 does its best in its capabilities but couriers and post offices are the most disgusting you can imagine.
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#10
Exclamation 
I'm putting this here because I'm not sure if this deserves its own thread.
Some people on other sites have voiced concern that this shipment of pinephones has been subject to "Method Interdiction". Obviously, without leaks, we'll see no proof of this, but New Zealand does have intelligence-sharing agreements with several other countries, and it's not exactly a secret that many of the people who buy these phones did so out of a desire to escape the problems android and iOS devices have with sending gobs of user data to the servers of large corporations.

Fortunately, there's published images of the PCB you can compare it to so you can check for hardware modifications. Also, that would probably cause a longer delay if they were to physically replace components but you can't be sure since other things could very well cause the pallet to sit there for over a month. But if I were you I'd treat these things as any computer if you're concerned about that: load a new operating system before doing anything else. Overwrite the EMMC with random data (dd if=/dev/urandom) to be really, really sure.

I would hope Pine64 can inspect the phones before they ship to customers but I'm aware that might be infeasible.
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