SpeedX Delivery Excuses #3: April 2017
This Article continues the Thread from SpeedX Delivery Excuses #2
December 2 2016 – Into December with even more delays and apologies; after many, many complaints from backers about delivery.
“First, apologies for our recent Kickstarter update frequency. In the past two months, we rely more on Facebook group and support email as the top two communication channels, but some backers expect the update to be more official, not just the Facebook posts and comments. Now we will have a higher update frequency on both Kickstarter and Indiegogo.
As you could see in the Facebook Group that more and more backers are getting bikes these days, we have good progress in terms of RoW and US shipping. We will share some numbers here to help you understand the whole shipping progress. For Europe backers, the shipping and assembly work left are still pending.
US Shipping
1st batch of 192 bikes already arrived in LA port 2 days ago! Hopefully we could send the TNT tracking code to the backers by Dec 7th.
2nd batch of 123 bikes already got departed from factory 3 days ago, and the cargo ship is expected to arrive in LA by Dec 29th. The new year & Christmas holiday might slow down the handling at LA port and TNT distribution center, hope you could understand this.
RoW (incl. Canada) Shipping
We already ship out 220 bikes to 21 countries and territories. 57% of them are shipped in Nov. 48% are Leopard, and 52% are Leopard Pro. Red & Black takes 63%, and Matte Black 35%. We expect 100 bikes shipped out in the next 2 weeks, and ship out all bike by end of this month.
Europe Shipping
We’re doing everything we can to squeeze the production and exporting capacity of Taiwan factory:
For us, and for the Taiwan factory it is taking way too long, they asked us to pay an extra fee, since there were a delay in time. We have no choice but to accept this…
We pay extra as rush fee to the Taiwan factory for the production and exporting.
Please understand that it really takes time to prepare the travel documents (visa) to go to Taiwan.
We fully understand the feeling when our Europe backers see the shipping progress in RoW and US, and we apologize earnestly for the Europe shipping delay.
Partial Tax / Duty Refund
We’ll process this once we’ve shipped out all the bikes. Meanwhile, we’ve already submitted a request to our finance department to prepare the sum of money. Please note that we need to see the bill.
Refunds
Even now, we’re still getting refunds requests. As mentioned before, it is quite abnormal for a Kickstarter project to give refund after the money have been received. Since all the frames are finished, if you opted in to engrave your frame, you cannot do a refund, as mentioned several times before.
There were also a few problems from those who have already received their bikes:
“To Backers Waiting For Shipping
There’re some frequently raised issues coming from the backers who already received the bike.
Missing pedals and other perks:
It’s because of the supply shortage, and we’re aware of the missing items. Don’t worry, we will send you afterwards.
How to apply tax and duty partial refund:
Just contact support@speedx.com, and share your tax and duty bill. Note, we don’t deal with your tax & duty partial refund request at this moment, but wait until the shipping is finished.
There’s a crack on the bike computer screen:
There’re 2 layers of plastic on the screen, just remove them.
If you have other issues after you get your bike, please just contact support@speedx.com Our service team should get back to you within 2 work days.”
December 17 2016 – By the middle of December, SpeedX realised they had walked into a logistical nightmare, and were trying their best to satisfy the 1,800 people, from around the world, who had backed the project.
“Time to post another update, and hope you could feel the improvement of our communication, as we decide to have a higher update frequency.
Europe Shipping
A team of 4 SpeedX staff went to Taiwan factory at the end of last week, helping with the production and QC.
We have been working closely with our Taiwan factory for last two weeks. After receiving a rush fee, they already relocate production & exporting capacity to us. It didn’t mean that the factory is taking advantage of our Europe shipping delay, instead we really appreciate that the Taiwan factory squeezes their production & exporting capacity to us.
We expect the shipping could start from end of next week. The exporting administrational process is done, FINALLY!
Before the shipping, we’re doing two things: 1) Some coordination work with TNT Taiwan branch; 2) Double check the match between frame code and SpeedForce code. We don’t want the shipping preparation to be done in a rush, hope you could understand this.
US Shipping
The 2nd batch should arrive in LA port on Dec 29th, and be shipped out in 2 or 3 work days, as we already gained good customs clearance experience.
The 3rd batch should be shipped out at the end of this month, because we would like to ship out all US KS orders left together, instead of splitting them into two different batches.
RoW (Incl. Canada) Shipping
80% of RoW orders are already shipped out.
For US and RoW shipping, our expectation remains the same that we ship all KS orders out by end of this month. Hang on!”
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Another promise that all orders would be shipped by the end of December – just one more fantasy date.
Continued with SpeedX Delivery Excuses #4