Pre-order completed on August 25th and Paid for on December 16th
Answered
Hammerhead...
Could you please shed some light on the pre-order situation? It i getting extremely frustrating with many promises from you but little action.
I know for sure I am not alone (check your Facebook posts) but I completed my pre-order on August 25th - as soon as pre-orders went live. I did a little digging through the blogs and the media and it turns out plenty of people that placed orders DAYS after I did already received their units an have had them for weeks!
My situation is sad to say the least: first, I got my preorder completion and a $99 redeemable coupon as two separate emails (WHY?!..), I wasn't able to enter my email (wasn't recognized like the issue in this post), I didn't know what to do and completed the purchase of the pre-order gift card and a jersey (the ONLY option I had), then you have 'fixed' your system glitch and you sent me an email promising you will convert my gift card to the actual device order and that I will get an immediate email - zero communication for days. This was a huge breakdown in what should have been a very straightforward flow.
I work in technology myself and I understand how hard it is to make things work on time but what will ALWAYS count in your favor is tranparency. That is how you earn the trust of your userbase and make sure your customers will come back for K3, 4, etc
Please stop replying with pre-canned messages and start addressing each case separately according to the original pre-order schedule, not some randomized delivery algorithm.
BTW, I did order the original K1 when it first came out and had to wait. Wasn't ideal but not even close to the mess that is happening now.
thank you in advance
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Official comment
Dear Oleg,
We are sorry that you have had a frustrating time with our checkout process and your waiting for your Karoo 2 order. We completely understand how frustrating this process is at present.
Our checkout process is confusing, though fortunately, we are in the midst of changing out our web architecture to allow for a far more seamless process.
Our clarity around shipping timelines has been far less certain than we would like, but as our production ramps up, and we successfully navigate some of the international logistical challenges of this COVID environment, our ability to predict shipping timelines has improved greatly.
We have assigned batches to all customer shipping groups to more clearly communicate to you when to expect your Karoo 2 order completion and tracking, given our current best estimates. Your unit is in batch Your order falls into Batch E [you can see all Batch shipment updates here (Karoo 2 Pre-order Fulfillment Status)], meaning that you should expect to receive tracking for your Karoo 2 the week of January 11th.
If the additional weeks of waiting are too much, we will refund your payment at any time and would love to welcome you back as a customer in the future. To ensure your full satisfaction, we also offer a 45-day refund policy after your unit is received.
As always, we thank you for your continued support, patience, and understanding as we navigate this difficult and unprecedented situation. We can’t wait to get you out and riding with Karoo 2!Comment actions
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