Good morning. As of today, September 16 2018, here are the update that I have in regard to the arrival of the FrSky long range bundles that were ordered from CycloneFPV.com
CycloneFPV placed the orders for roughly 400 different bundle specials on August 30, 2018. This order, which consisted of enough product to cover all orders (except the second set of backordered R9M/R9MM bundles purchased on on or after Sept. 6) was indicated to have shipped on September 6th 2018. Emails from our distribution representative indicated that their logistics company had processed the shipment and it was on its way to their California distribution facility.
Below is a copy of the email I sent to our rep. and her response:
(my emails are in blue - their emails are in orange)
Tina:
I would like to know the updates for our shipments please. We have some people starting to ask and I need to be able to give them answers. Thank you very much.
Sincerely,
Tarek I. Maalouf
Tarek I. Maalouf
Hi Tarek,
We have already shipped your order yesterday. The transship tracking number show up need 2-3 working days. Once I get, I will email you at first time. Please don't worry, your order is on the way. The delivery time will be around one week.
Tina
At this point I announced via our Facebook page that our products were set to arrive during this time frame that Tina indicated to me in the above email. On September 10 I received the following email from Tina:
Hi Tarek,
Your order tracking number is 782697192929 via FedEx.
You can track online. It will deliver very soon.
Tina
I went and did a tracking on this shipment for from the Fed-Ex website and it stated that the items were set to arrive at our facility on Thursday September 13. Again, I responded to emails from our customers stating this update and we prepared all our packing with customer address labels already fixed so that we could simply unpack, pack to ship, and then send within 24-hours. However, Thursday came and went and nothing arrived.
At this point I contacted Fed-Ex to track our packages and they indicated to me that the 5 boxes did not arrive at their California facility yet to receive the labels and therefor the label / tracking information was not accurate. At this point I immediately contacted our rep and demanded an explanation. Below is the exchange that took place:
Tina:
I just got off the phone with fedex and they told me that the items have not shipped. This is completely against what I was told and what I have told my customers. I am going to need an answer tonight with a valid tracking id and also an exact date for delivery. If the items are not going to be here by the end of this week then you can keep the order and I will refund the customers. They are very upset with this and so am I.
Tarek Maalouf
Hi Tarek,
We really have shipped your order via FedEx. Your order is on the way. The logistics channel is air transportation. Until your order arrive in FedEx USA warehouse, the tracking number will update, then your order will be delivered very soon. It's really a valid tracking id. Please don't worry and wait patiently.
Tina
Tina:
I paid for this two weeks ago and the customers paid me - and they are now upset because the item is not even in the USA yet - people want to cancel - and I will not get to look like this is my fault - you said it shipped on the 6th - there is no way it is in the air for 6 days - so where is it?
Tarek Maalouf
Hi Tarek,
We shipped from WUXI, china in the last week. And I gave you the tracking number in this Monday. Your order is on the way to USA, it's under normal shipping way. It will be arrived in the next week. We have gave your order to logistic company, they also need normal shipping time. I will push for you. But give more patience, it's on the way.
Tina
Tina:
I need to know where the packages are right now..at this minute…where are they.
Tarek Maalouf
Hi,
The logistic company said your order is in transit and will arrive in USA next week.
Tina
Tina:
Maybe you are not understanding. I am not going too accept this information. I want to know the tracking number, the logistic company, and the details today. You have until the end of business today to get this to me.
Tarek Maalouf
Hi,
I have told you. The tracking number is 782697192929 via FedEx. And your order is on the shipping way. I also have no more details. And I have told you, your order will be arrived in USA next week. You can track online until arrive in USA. It will be delivered very soon.
Tina
Tina:
As stated Tina, if we do not have the product or updates by end of business today then I will dispute the charge and cancel the order - you have 8 hours to send.
Tarek Maalouf
This was the end of our communication on Friday and so far there have been no changes in the shipping status from Fed-Ex. I am going to compose a final email to Tina and her company stating that we are allowing a few more days before we do dispute the charges and request fraud protection from Visa. This has been done in the past and we have always recovered our money. However, for the sake of giving our customers the best deal on this item, I am refraining from making that final move until our deadline with Visa approaches.
I will keep you up-to-date on this issue and will hopefully have something to share when they return to work Monday morning. I am truly sorry for the delays and want you all to know that this is not how I do business nor how I expect anyone to do business with my company. It is the first time and will definitely be the last time we are placed in this situation by a manufacturer or distribution facility.
As stated before, if you have purchased one of the FrSky promotional items and do not want to wait for it to arrive, I am prepared to refund you immediately for your entire payment and shipping costs. Just email me at tarek@cyclonefpv.com and please put the "Refund" (without the quotes) in the subject line. This way I can have those emails filtered immediately to route to me.
Sincerely,
Tarek Maalouf