RS & Allied Update #2 (19 Sep)

[Mike@RS]

Thanks to everyone who’s responded to the last update, either through the forum or directly back to RS or Allied. This weeks update is focused on what we’re doing in our customer services team to help Raspberry Pi users

Email support:
We have a dedicated email address for all Raspberry Pi enquiries (raspberrypi@rswww.com). There’s a growing team of people who are looking after customer enquiries through this mailbox, and they are working through all of the emails received in. There is currently a backlog, which we hope to have cleared by the end of this week.

Credits:
Anyone who cancels or returns an order via the Pi Store route (at http://authenticate.rsdelivers.com/) should receive an automated acknowledgement that we’ve received their request, and that the refund will be processed within 14 days. With credit card orders we’re meeting that commitment, and are up-to-date with all credits and refunds. Some PayPal credits have taken longer to manage, but the good news is that we’re now within the 14 day period stated. We’re also looking at how we can improve communication on credits to customers, and will be implementing some changes shortly which we hope will help this.

Lead Times:
The latest lead time information for orders is displayed on our FAQs at http://uk.rs-online.com/web/generalDisp ... =questions , and we’re making sure all customer facing teams are aware of this. Work is continuing to improve lead times, and we expect to have better news next week on deliveries to customers.

As with the last post, we’ll be working with the moderators to ensure we address the main themes that are raised. Thanks again for your time.

Mike

[Cotard]

We are grateful to have any news, even more of the same. I truly hope that the resolution of problems and we have good news.

[canibalimao]

Even after all those costumers cancelled their orders you haven't solved the lead times problem?

I can't think on how you would solve the problem if nobody cancelled the order...

[Casalor]

Thanks, Mike. Any news on what's happening is much appreciated. By my reckoning, mine should arrive about the same time as my Gertboard so the timing is pretty good.

[jamesh]

Even after all those costumers cancelled their orders you haven't solved the lead times problem?

I can't think on how you would solve the problem if nobody cancelled the order...

A bunch of order cancellations will make no difference to when the next shipment arrives....and since RS have no stock (AIUI) ....the next shipment is when it all starts rolling again.

[thsBavR10]

Thanks Mike,

I expect that we will receive now rev2 boards, as compensation for the very long waiting period.
Could you please give us a sign?

Thanks in Advance,
Thomas
Edit:

Re: I am forced to order from RS!!!
Postby liz » 14 Sep 2012 18:29
All boards from RS are now rev2 boards.

[DanielG]

Thanks Mike I really appreciate the update, but according to the schedule i belive my order should have been sent (92xxx) or have I interpreted the schedule wrong.

[snomis]

DanielG, I was thinking the same thing my order is 82xxx - ordered 20 June.

Still waiting, I wonder if next week will be any different????? Or just the same info posted again.

[thsBavR10]

RS is answering emails now, the answers are not always satisfactory.
Give it a try.

[DanielG]

I have already sent a couple of email to them, but never got an answer.

[jackokring]

jackokring@gmail.com
pi-main
"Your order has been despatched for delivery"

I wonder what the above phrase means. I'm not in too much of a rush as a farnell pi is also enroute. But as no post from RS has turned up, (not case, not SD, not pi), then what am I to conclude?

[cito]

I ordered mine plus a few accessories

July 2, 2012

my card was charged and was given an eta but it's been waaaaay past the ETA and I have not even received an email update about my order.

I have emailed them asking for an update or if they won't be shipping these things out perhaps a refund.

but haven't heard from anyone.

I decided to come here and check forums and seems others have also had trouble.

oh well I just wanted to add my name to list, my order with accessories was charged on July 2, it's now September 20 and still have received no email and I can't even check my order on their website.

When I first ordered it forwarded the order page to the UK site. and my order was charged overseas

Standard Delivery (Despatch expected within 11 week(s)) £4.95
Order total £33.93

But when I go to their site and put in my order number it says my order number is invalid (can't find order)

I emailed the U.S. site and they have no record of my order.

Have I been ripped off?

that £33.93 when charged to my credit card cost me over 50 us dollars.


Allied Electronics & RS Components Order Confirmation
Thank you for your Raspberry Pi order, your order reference number is: 139783



Their website won't let me check my order info and I can't log into the site.

when I try to log in I get
The registration is for UK based customers only, to see other regional sites please click here

so when I log in to the US based site, their techs say they can not help me and they have no record of my order with their company.

I used the link on Rasberry Pi's main website when I first ordered and was told at the time there were no US based companies selling the PI. So I ordered using the link they provided on their site.

I can't check my order status, I cant create an account on their site cause it says uk only and blocks my ip. Their US customer service is horrible telling me they can't help me and my order doesn't exist.

what the hell

[W. H. Heydt]

Their website won't let me check my order info and I can't log into the site.

when I try to log in I get
The registration is for UK based customers only, to see other regional sites please click here

Since you actually appear to have ordered from the UK site, just pretend to be UK based for purposes of checking on your order. It's not like their web software is actually going to be able to tell...

[sdjf]

This subject line is very confusing and possibly misleading for customers who ordered direct from Allied. The update page does not include any Allied order numbers, do Mike's posts only apply to people who ordered through the UK site?

The link provided says all customers affected will have gotten an email, but I have heard of nobody who ordered direct from Allied getting said email about a delay. Does that mean that no direct Allied Customers are affected by the parts shortage? This needs clarificiation, please.

[MovingTarget]

Thanks for the info, Mike@RS. I am keeping a close eye on this thread as my order number (#105055) is supposed to be dispatched sometime next week according to the FAQ. I can't wait to get ahold of this thing. The delay has been frustrating.

[Cotard]

Lead Times:
The latest lead time information for orders is displayed on our FAQs at http://uk.rs-online.com/web/generalDisp ... =questions , and we’re making sure all customer facing teams are aware of this. Work is continuing to improve lead times, and we expect to have better news next week on deliveries to customers.

As with the last post, we’ll be working with the moderators to ensure we address the main themes that are raised. Thanks again for your time.

Mike

News, please.