Direct Emails from fxtec that I have been authorized to share.

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  • #38038
    mayawesselman
    sequestris
    Participant
    Topics: 2
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    Thanked: 26 times

    I cannot confirm that this message was authorised to be shared, but either way, we are happy to elaborate. The confidentiality statement is there is to avoid mass misunderstanding.

    As per my previous communications on the forum, we don’t yet have a precise shipping timeframe, we only have an expected window within which we will have our devices in the fulfilment warehouses (US, EU). As my colleague mentioned, this is expected to happen between (not after) 1-2 weeks from today. After those 1-2 weeks, we’ll be ready to start shipping the Pro1 to our customers.

    Exact shipping dates are not available yet, due to the above potential complications my colleague mentioned. I know for a fact UK and US customs will sometimes hold a large shipment for a couple of days, completely out of line with the courier’s shipping deadlines.

    As some of you found out, we’re working very hard to meet yours and our expectations, despite previously making false predictions due to unexpected factors such as licensing, and I think we can all agree that’s a big one that can strike companies of any scale at any time :). Our CTO Liangchen is currently in the factory and we should soon have some more info from him, which will be emailed to you as soon as we hear. https://twitter.com/chenliangchen/status/1178545056191598593

    Our customers will have their devices delivered, or at least shipped by the end of this month, starting from the second week of October.

    Erik

    Thank you for the clarification, Erik, I wouldn’t have shared without asking to do so.
    I received a reply that I should make certain that there is no ambiguity. Hence the screenshot rather than a copy and paste.

    I, personally, am happy to wait until things are right, as long as I do not lose the chance to execute a return before I even receive the device.
    That is my number one concern.
    It’s just not fair that the return window for a phone that was pre-ordered would expire before delivery.
    As long as you can ensure (us) that will not happen, I think that goes a long way.
    Cancelling now to guarantee I would get my money back is not a solution; I WANT the phone.

    Your transparency goes a LONG way to assuage our fears.
    Keep up the good fight, we’re all rooting for your company’s success.

    7 users thanked author for this post.
    #38083
    shani
    shani
    Participant
    Topics: 0
    Replies: 9
    Thanked: 3 times

    It’s just not fair that the return window for a phone that was pre-ordered would expire before delivery.
    As long as you can ensure (us) that will not happen, I think that goes a long way.

    The return window doesn’t start before you’ve received the device, that’s the law (at least in the EU).

    #38157
    cosman10@gmail.com
    magicafternoon
    Participant
    Topics: 0
    Replies: 4
    Thanked: 7 times

    I assume this only applies to phones, that have been already pre-ordered? What about those, who buy today or in a week or two – would it be likely for me to receive it this year? The problem is, that while the phone sure has its advantages, the chipset etc. already started aging…

    If it’s a recent order, for example one placed today, it is unlikely, but still possible that it will ship by the end of October. Most likely in November, as we have to prioritise the thousands of early orders that we have.

    Hi Erik. I believe I have understood from your replies on this thread that all pre-orders which were placed up to the time that the first please pay requests were emailed (all pre-orders placed between first quarter 2019 and August 1st)
    WILL BE
    in that first batch of orders that will begin the shipping process (factory to fulfillment centers) in mid-October, which will then be dispatched (leaving fulfillment centers to postal services) to customers before the end of October (with expected final delivery — in hands of all these early customers — in early November)?

    Could you confirm if this is all correct?

    #38163
    mayawesselman
    sequestris
    Participant
    Topics: 2
    Replies: 9
    Thanked: 26 times

    “As we are a startup trying to launch our product for the first time, several things delayed our launch such as the Google certification, Chinese holidays and delays to perfect the Pro1 before launch. The other option for startups is, of course, crowdfunding platforms such as Indiegogo, but those would typically come with a 1 year shipping time which should be pre-paid and zero guarantees.

    In our scenario, you can request a refund any minute, and for 14 days after delivery, for any reason. And if this is not assuring enough, please give your bank a call to confirm you have until around the 1st of November to charge the amount back for the transaction you have with us.”

    Around November 1st

    1 user thanked author for this post.
    #38173
    david
    david
    Participant
    Topics: 3
    Replies: 91
    Thanked: 105 times

    There is a conflict between that email and what @erik-fx is stating. Leaving the factory in 1-2 weeks, on the way to the fulfillment centers, is not necessarily the same as being ready to ship to customers in 1-2 weeks. The gap here is how long it takes to get from the factory to the fulfillment centers (both in transit time and customs hold time). If, for instance, it takes the slow boat from China to the USA, then that could be the middle of November before it hits the USA. If customs holds it for a few days and the fulfillment center takes a few days to package it for delivery, then it could be closer to the end of November before it reaches customers. If the phones are sent overnight from China to the USA (and other countries), then it could be a much different timeline.

    As far as I know, the stock would be transported to our warehouses with an express courier service such as DHL, therefore the shipment would only take around 3 days to reach the US and the EU from the manufacturing facility in China. The only thing that could delay transportation would be customs clearance, but that doesn’t usually take more than 3 days even if it’s delayed.

    So if we put together the email plus this added information about courier time and customs, we have, as a theoretical worst case, for early pre-orders:

    – Leaving the Chinese factory on 10/15
    – 3 days transport time to the USA and EU = 10/18
    – 3 days in customs = 10/21
    – 1 day transport from customs to fulfillment center = 10/22 (added this as a guess)
    – 3 days packaging at the fulfillment center = 10/25 (added this as a guess)
    – 3 days transport time from the fulfillment center to the customer if in the same country (USA to USA, EU to EU) = 10/28 in customer’s hands

    If we look at best case:

    – Leaving the Chinese factory on 10/8
    – 3 days transport time to the USA and EU = 10/11
    – 0 days in customs = 10/11
    – 1 day transport from customs to fulfillment center = 10/12
    – 1 day packaging at the fulfillment center = 10/13
    – 1 day transport time from the fulfillment center to the customer if in the same country and either close to the fulfillment center or they send it overnight = 10/14

    If all that is correct, we’re looking at another 11 to 25 days from today (10/3/2019).

    #38177
    michael.bosscha
    Michael Bosscha
    Participant
    Topics: 2
    Replies: 67
    Thanked: 107 times

    11 to 25 days… That sounds like something I can get behind!

    #38198
    gtmaster303
    gtmaster303
    Participant
    Topics: 2
    Replies: 24
    Thanked: 17 times

    There is a conflict between that email and what @erik-fx is stating. Leaving the factory in 1-2 weeks, on the way to the fulfillment centers, is not necessarily the same as being ready to ship to customers in 1-2 weeks. The gap here is how long it takes to get from the factory to the fulfillment centers (both in transit time and customs hold time). If, for instance, it takes the slow boat from China to the USA, then that could be the middle of November before it hits the USA. If customs holds it for a few days and the fulfillment center takes a few days to package it for delivery, then it could be closer to the end of November before it reaches customers. If the phones are sent overnight from China to the USA (and other countries), then it could be a much different timeline.

    As far as I know, the stock would be transported to our warehouses with an express courier service such as DHL, therefore the shipment would only take around 3 days to reach the US and the EU from the manufacturing facility in China. The only thing that could delay transportation would be customs clearance, but that doesn’t usually take more than 3 days even if it’s delayed.

    So if we put together the email plus this added information about courier time and customs, we have, as a theoretical worst case, for early pre-orders:

    – Leaving the Chinese factory on 10/15

    – 3 days transport time to the USA and EU = 10/18

    – 3 days in customs = 10/21

    – 1 day transport from customs to fulfillment center = 10/22 (added this as a guess)

    – 3 days packaging at the fulfillment center = 10/25 (added this as a guess)

    – 3 days transport time from the fulfillment center to the customer if in the same country (USA to USA, EU to EU) = 10/28 in customer’s hands

    If we look at best case:

    – Leaving the Chinese factory on 10/8

    – 3 days transport time to the USA and EU = 10/11

    – 0 days in customs = 10/11

    – 1 day transport from customs to fulfillment center = 10/12

    – 1 day packaging at the fulfillment center = 10/13

    – 1 day transport time from the fulfillment center to the customer if in the same country and either close to the fulfillment center or they send it overnight = 10/14

    If all that is correct, we’re looking at another 11 to 25 days from today (10/3/2019).

    You have a lot of time on your hands lol.
    Regardless it’s sad that we have to piece this info together ourselves from different sources, not to mention it all means nothing and is subject to change. Until we have tracking numbers, nothing is certain

    1 user thanked author for this post.
    jason DW
    #38223
    Erik-FX
    Erik-FX
    Keymaster
    Topics: 4
    Replies: 45
    Thanked: 422 times

    I assume this only applies to phones, that have been already pre-ordered? What about those, who buy today or in a week or two – would it be likely for me to receive it this year? The problem is, that while the phone sure has its advantages, the chipset etc. already started aging…

    If it’s a recent order, for example one placed today, it is unlikely, but still possible that it will ship by the end of October. Most likely in November, as we have to prioritise the thousands of early orders that we have.

    Hi Erik. I believe I have understood from your replies on this thread that all pre-orders which were placed up to the time that the first please pay requests were emailed (all pre-orders placed between first quarter 2019 and August 1st)

    WILL BE in that first batch of orders that will begin the shipping process (factory to fulfillment centers) in mid-October, which will then be dispatched (leaving fulfillment centers to postal services) to customers before the end of October (with expected final delivery — in hands of all these early customers — in early November)?

    Could you confirm if this is all correct?

    That is correct. While the first batch will be a relatively small proportion of all orders, the next batch which comes pretty much immediately after, should fulfil the majority of pre-orders that we have received. Orders will come in batches to avoid our customers from waiting additionally, as otherwise, we’d need to wait for all the pre-orders to be assembled, which delays shipping – and we know no one wants that :). The first batch will deliver by the end of this month. We prioritise based on the 2 factors below:

    1. Indiegogo Moto Mod backers
    2. Order in which the payment was complete

    Erik

    9 users thanked author for this post.
    #38219
    glumreaper
    Aled Lewis
    Participant
    Topics: 3
    Replies: 18
    Thanked: 52 times

    Thanks, FXtec, for the recent improvement in communications. Transparency goes a long way to making me, for one, feel better.

    I had a moment the other day when a colleague, to whom I had spoken enthusiastically about the Pro1 back in June, asked me if I had it yet. When I said no, I could see in his expression that he thinks I’ve fallen for a scam. And to be honest, I was starting to feel as bit like that myself. July feels like a long time ago. I stay optimistic, however, and am sure I’ll love the device when it arrives.

    10 users thanked author for this post.
    #38262
    david
    david
    Participant
    Topics: 3
    Replies: 91
    Thanked: 105 times

    I cannot confirm that this message was authorised to be shared, but either way, we are happy to elaborate. The confidentiality statement is there is to avoid mass misunderstanding.

    As per my previous communications on the forum, we don’t yet have a precise shipping timeframe, we only have an expected window within which we will have our devices in the fulfilment warehouses (US, EU). As my colleague mentioned, this is expected to happen between (not after) 1-2 weeks from today. After those 1-2 weeks, we’ll be ready to start shipping the Pro1 to our customers.

    Exact shipping dates are not available yet, due to the above potential complications my colleague mentioned. I know for a fact UK and US customs will sometimes hold a large shipment for a couple of days, completely out of line with the courier’s shipping deadlines.

    As some of you found out, we’re working very hard to meet yours and our expectations, despite previously making false predictions due to unexpected factors such as licensing, and I think we can all agree that’s a big one that can strike companies of any scale at any time :). Our CTO Liangchen is currently in the factory and we should soon have some more info from him, which will be emailed to you as soon as we hear. https://twitter.com/chenliangchen/status/1178545056191598593

    Our customers will have their devices delivered, or at least shipped by the end of this month, starting from the second week of October.

    Erik

    Thank you for the clarification, Erik, I wouldn’t have shared without asking to do so.

    I received a reply that I should make certain that there is no ambiguity. Hence the screenshot rather than a copy and paste.

    I, personally, am happy to wait until things are right, as long as I do not lose the chance to execute a return before I even receive the device.

    That is my number one concern.

    It’s just not fair that the return window for a phone that was pre-ordered would expire before delivery.

    As long as you can ensure (us) that will not happen, I think that goes a long way.

    Cancelling now to guarantee I would get my money back is not a solution; I WANT the phone.

    Your transparency goes a LONG way to assuage our fears.

    Keep up the good fight, we’re all rooting for your company’s success.

    Well, throw all that out the window.

    https://vimeo.com/364339691

    “We will start shipping to you from the 29th of October.”

    Whether that means shipping from fulfillment centers to customers or factory to fulfillment center isn’t clear. Since he says “to you,” if we take it literally, then it should be from fulfillment centers to customers.

    2 users thanked author for this post.
    #38296
    david
    david
    Participant
    Topics: 3
    Replies: 91
    Thanked: 105 times

    There is a conflict between that email and what @erik-fx is stating. Leaving the factory in 1-2 weeks, on the way to the fulfillment centers, is not necessarily the same as being ready to ship to customers in 1-2 weeks. The gap here is how long it takes to get from the factory to the fulfillment centers (both in transit time and customs hold time). If, for instance, it takes the slow boat from China to the USA, then that could be the middle of November before it hits the USA. If customs holds it for a few days and the fulfillment center takes a few days to package it for delivery, then it could be closer to the end of November before it reaches customers. If the phones are sent overnight from China to the USA (and other countries), then it could be a much different timeline.

    As far as I know, the stock would be transported to our warehouses with an express courier service such as DHL, therefore the shipment would only take around 3 days to reach the US and the EU from the manufacturing facility in China. The only thing that could delay transportation would be customs clearance, but that doesn’t usually take more than 3 days even if it’s delayed.

    So if we put together the email plus this added information about courier time and customs, we have, as a theoretical worst case, for early pre-orders:

    – Leaving the Chinese factory on 10/15

    – 3 days transport time to the USA and EU = 10/18

    – 3 days in customs = 10/21

    – 1 day transport from customs to fulfillment center = 10/22 (added this as a guess)

    – 3 days packaging at the fulfillment center = 10/25 (added this as a guess)

    – 3 days transport time from the fulfillment center to the customer if in the same country (USA to USA, EU to EU) = 10/28 in customer’s hands

    If we look at best case:

    – Leaving the Chinese factory on 10/8

    – 3 days transport time to the USA and EU = 10/11

    – 0 days in customs = 10/11

    – 1 day transport from customs to fulfillment center = 10/12

    – 1 day packaging at the fulfillment center = 10/13

    – 1 day transport time from the fulfillment center to the customer if in the same country and either close to the fulfillment center or they send it overnight = 10/14

    If all that is correct, we’re looking at another 11 to 25 days from today (10/3/2019).

    You have a lot of time on your hands lol.

    Regardless it’s sad that we have to piece this info together ourselves from different sources, not to mention it all means nothing and is subject to change. Until we have tracking numbers, nothing is certain

    NOTE: Somehow my reply got put as a quote to the wrong source message. I’ll try this again. I can see my original message in this editing window, so I don’t see how it will get mixed up again.


    Well, throw all that out the window.

    https://vimeo.com/364339691

    “We will start shipping to you from the 29th of October.”

    Whether that means shipping from fulfillment centers to customers or factory to fulfillment center isn’t clear. Since he says “to you,” if we take it literally, then it should be from fulfillment centers to customers.

    #38306
    alex.ruediger
    elvissteinjr
    Participant
    Topics: 2
    Replies: 47
    Thanked: 80 times

    This new shipping date leaves some questions regarding the batches which were previously mentioned. Assuming the first batch is really done and it only needs the license approvals, have you decided to merge the batches in terms of delivery or may some devices ship earlier than the given date? It’s safe to assume that around the end of October there will be more than the first batch ready after all.
    But especially since these devices only lack the software licensing, what makes you so confident to give us such an exact estimate? I’m assuming the time frame needed for the license approvals is pretty much up in the air and could take longer or in the worst case, be rejected. It’s an external factor.
    On the other hand, if these approvals come in early, will there be any earlier shipments or are you dead-set on October 29th now?

    The communication has improved and I applaud that. But I’m unsure where the confidence for this date comes from if you consider what’s one of the hold-ups.

    #38346
    ichbinsinaction
    Schattengestalt
    Participant
    Topics: 1
    Replies: 4
    Thanked: 7 times

    No matter if we get the phones in middle october or early november, please at least change the text for new buyers on the shop site:
    “Order your Pro1 today. Shipping globally is estimated to be early October 2019.”

    Also, some communication per mail (didn’t receive any since the purchase) or the account window would be great. With communication, people will understand.

    1 user thanked author for this post.
    #38404
    nspfxtec
    holter
    Participant
    Topics: 0
    Replies: 1
    Thanked: 3 times

    We prioritise based on the 2 factors below:

    1. Indiegogo Moto Mod backers
    2. Order in which the payment was complete

    Hi,
    as EU customer, I kindly ask, that you prioritize EU customers as long as
    1. the hard brexit is still possible and
    2. you ship in October.
    I hope you make sure to ship to EU in October, even if we need an immediate software update.

    I am a backer and have paid 11 hours after receiving the e-mail, so I should be quite early anyway, but I am concerned, that after brexit German customs need a lot of time to process all UK Products and charge me an additional 19% VAT.
    IANAL, but perhaps you could just bring the phones across the channel in October and ship it from there.

    Christian

    3 users thanked author for this post.
    #38409
    EskeRahn
    EskeRahn
    Keymaster
    Topics: 12
    Replies: 744
    Thanked: 1012 times

    perhaps you could just bring the phones across the channel in October and ship it from there.

    We do not know where this “EU fulfilment warehouse” is located. But let us hope it is in say Ireland. Perhaps to the north…

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