Anyone else growing frustrated waiting for their Karoo2?
Answered
Hi there,
Im growing increasingly frustrated with Hammerhead and their customer services team.
I made the final payment for my Karoo2 over 2 weeks ago and in spite of several emails to the support team still do not know when I am going to receive my unit.
The standard response seems to be "soon". This is the response I received today "Your final order for Karoo 2 is intact. We are aiming to ship your unit as soon as possible and you will be getting a separate email including the tracking details as soon as it has been shipped. We are almost there!!".
I know they are a small company and can tell they are struggling with the logisitics around this product launch but come on guys! The units were originally due to be shipped in October!?!
This is rapidly taking the shone off of the whole purchase experience.
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I've posted this, don't know if it will appear:
Hello
This post is to clear and to get any real answer regarding the shipping of orders already:
1 - Facts:
Did the Pre-order on August 25, 2020 06:01AM.
Payed in full in December 07, 2020 11:33PM
according to you site.
2 - Questions:
On 4 emails I've send support requesting a time line for shipping the order full payed, not in email one got a real answer, always the same generic copy-paste email that you have answer.
3 - Questions Vs Facts:
On 2 of my emails i've question the fact that several people with Order number (nº of order after full payment) above mine already received the Karoo2 this is the US, Europe, i'm in Portugal, etc... so my question is what is the order you are shipping since it's not sequential after payment, and still not a real answer. I think you owe your early supporters that much, and maybe that would have prevented the flood of emails with the same request as mine.
4 - Next Step:
If you please can you tell me what is the shipping date of my full payed order, so i can evaluate if is in the timeline is on par with my needs, because 1st date was late October, then Late November, and we are now in Late December!!!!
Also if there is again a 3rd or 4 delay i think you should inform your supporters and earlier adopters, because where they that taken you this far...
Many Thanks, will wait for your answer.
Nuno Pires
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We are again very sorry for not having a clear timeline. Now that we do, we have created this post after understanding our supply chain globally, and which now gives us a good estimate. Before this, we were never able to correctly predict any dates so apologies for not being able to update anyone back then.
https://support.hammerhead.io/hc/en-us/articles/360059140774-Karoo-2-Pre-order-Fulfillment-Status -
No, I'm not frustrated yet, because it's Winter here and I won't ride outdoors before March or even before April, so I can wait: by the time it will be available for me, I guess that the most (potential) important bugs will have been fixed, and then I will have the leisure to fully test it during the 45 days risk-free trial period. If I was to receive it by now, and could only test it in 3 months, I would lose that 45 days period, which THEN would be really frustrating in case of unsatisfaction.
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It's rapidly becoming frustrating, to be honest. I received an email overnight informing me that I'm in Batch F, which looks like they will be sent out week beginning 11th January 2020:
https://support.hammerhead.io/hc/en-us/articles/360059140774-Karoo-2-Pre-order-Fulfillment-Status
Some facts, if they help others:
- I pre-ordered at 16:21 BST on 27th August 2020
- My order number is #1026649
- On Friday 16th October, CEO Pieter Morgan said:
"At the time of pre-order your order was scheduled to ship in early December. We now expect to ship the bulk of these orders in late December . Some orders are projected to ship a few weeks earlier than this, and some a few weeks later, as we prioritize delivery by order date. We have been working tirelessly to avoid this scenario and are sad to have to share this news." - I don't anticipate receiving my Karoo 2 until middle of January at the earliest now.
Yes, it's disappointing and frustrating but I guess there's nothing we - the early adopters who've supported them this far - can do about it. I can only assume that they have encountered further shipping delays which, no doubt, will be blamed on COVID. Seems to be the standard response for most organisations these days. But that's certainly no excuse for failing to fulfil delivery of something you paid for in full over 2 weeks ago; I'm sure your credit card company would be interested to hear this (if you're in the UK, Haydn).
It's morally wrong to take people's money and not keep them informed about their order, Hammerhead. Most organisations in the UK will not charge the credit card until the item is actually sent. You should do the same.
Hammerhead, please note: I seriously hope that I will not be expected to pay import duty, UK VAT, customs charges, and other handling charges as a result of these further delays to my Karoo 2. The transition period for the UK leaving the EU expires at the end of this month and it's looking increasingly likely the UK will leave the EU without a deal on most things. I will not pay these additional charges and I'll just cancel my order; I did not vote for this nonsense.
Steve
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And I pre-ordered August 27th and have YET to get an email about completing the payment process. Numerous emails to them go unanswered.
Maybe because I happen to live in a city where things move a bit quickly (New York) I'm accustomed to rapid responses from customer service reps... But I'm considering cancelling my order.
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As I'm in Batch F, I'm anticipating an email inviting me to complete my order any day now (according to this Support article) and I should hope to receive it week beginning 11th January 2021.
Meanwhile, unwanted Karoo 2s are already starting to appear on eBay here in the UK...
If anybody from Hammerhead is reading, I would appreciate an update on what impact Brexit has had on the originally published price of the K2 (see my questions above) and will I be expected to pay UK VAT, import duty, and various other charges as a result of the UK leaving the EU when my K2 finally makes an appearance.
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@Nicholas - we are sorry for not being able to action your request on priority. I do see you have sent us 3 tickets since yesterday, and I will get them actioned right away. We have been overflowed with similar requests and trying to act all such request as fast as we can without taking a single day off in recent times. So we do need some time to action tickets on a first come first basis. I understand this is not a solution for you, but let me clarify your request here.
I am quickly looking at your order (batch F) and I can confirm as per the last communication sent out, you should be able to complete the order this week. Please wait for our email where we guide you to complete the order.
Thank you so much for your understanding!
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Yes, it's very disappointing. I'm also in Batch F (UK-based).
It's especially frustrating when there doesn't seem to be a problem supplying to social media influencers like Fernwee, DC Rainmaker, etc... but the people who put you on the map and got you where you are today still have to wait for an update, let alone the device they pre-ordered almost 5 months ago. Don't get me wrong, I love Fernwee's vlogs (my favourite cycling YouTuber!) but Martijn has had his K2 for months now (long enough to crack the screen!).
If there's still supply issues then we at least deserve an explanation; don't just keep quiet and expect us to be happy about that situation.
There are 14 hours left today; I hope to receive my email later.
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Yeah in the same boat, UK batch F, pre-ordered on the 25th August and still waiting (also love Fernwees vlogs!).
Totally agree about communication, Id rather have more frequent updates even if it was bad news than hearing nothing and wondering whats going on. Crossing my fingers we get an email later today
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Hey all. Sorry for the inconvenience caused.
Thank you so much for patiently waiting for the Order completion email. I am aware that you had planned to ride with your Karoo 2 during the holidays and I know how frustrating it is for you to wait.
As of yesterday, we have confirmed that the Order completion email for your order will be sent out within the next 48 hours.
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I pre-ordered on 25/08. I completed the order on 08/12. I've not heard anything since the generic email on 14/12. I've not been told a batch number. I've emailed support and asked for information and not heard back - that was 5d ago. It is quite galling seeing many people who ordered days after me receive their units while I've yet to even hear that mine is being scheduled for shipping.
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David, Sorry that it took us so long get to your ticket before we can personally take care of it. You would see a reply from me on your ticket. We have been immensely flooded with similar 1000s of request, to which we are trying to get back to as soon as possible. I know this is not a solution but our support team is trying our best to get back to everyone as fast as we can. Post-Brexit, some UK orders have had some delays until this week due to us having to move stocks from our Netherlands warehouse to UK warehouse.
All the orders placed until today will be shipped with tracking by next week!
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I was notified on 17 Jan 2021 that my order was in Batch H with a shipping date of 29 Jan 2021. With one day to go to shipping, I have found that there are no longer any details after batch G - see fulfilment status extract below.
Am I to expect further delays? Is the unit I have paid for in a UK warehouse presently?
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Hi JanZ and Paul - you ordered a Giftcard. In order to separate the Gift card and Pre-order (Aug/Sept) we have mentioned it on top of this article that you should see the order completion by end of this week, by Saturday. Also, expect the tracking next week.
No further delays, we are getting units ready to ship units on demand. We just need to first ensure we have fulfilled all the Pre-orders and Gift-card orders.
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Hi Ali,
As JanZ has said, I too do not understand the 'giftcard' system that you are explaining. All that matters to me is that I get the device I have paid for and so I thank you for your very prompt response and reassurance.
For what it's worth, I think you and all at Hammerhead are doing a great job in this climate and given the current difficult and global circumstances.
Whilst I do feel you are expecting customers to needlessly understand the system you have used for pre-sales payments and shipping, I would like to think that as a 'relative' startup of a disruptive piece of tech, you have taken these precautions to ensure that no one person could buy your entire short run of stock to prevent real customers from purchasing, using and then passing on their opinions of how good it really is and so generating more sales.
I'm happy to be able to be an early adopter of technology and support all that Hammerhead has done to date. I do appreciate the pain you have described in development and distribution but this is a luxury item to me and so I cannot get too upset - delay, I can handle.
Good luck to you and all at Hammerhead. I for one want you to succeed. No customer wants to get your gear but then see you unable to support it due to company failure.
Kind regards
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Paul, yes, I completely agree with you. The process has not been easy and it has created a huge load for us too, where we aren't able to serve our users at the same pace that we are known to due to all these confusion. Good news is we will be cleaning up everything soon after this period gets over.
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I still have question about the disappearing batch H. I had a confirmation my order was in batch H. Before today the page with shipment updates stated Batch H would have a shipdate in the week of 29 of januari. Al this information has disappeared without any notice, or update.
I can see that the pre-ordering is closed at this moment. I get a worried feeling about this.
Can you please confirm all Karoo's in Batch H will be delivered this week?
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Hi Martijn, Batch H information was never on the website. There was some confusion on the email that was sent out though. As of now, all the Gift card should be asked to complete the order by end of week and shipment notification by next week. This is mentioned on the top of the article. Sorry for all the confusion and chaos around the orders.
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