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 Rank: Amateur Level 1  Groups: Registered
Joined: 14/04/2013 Posts: 39 Points: 100 Location: Canada
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I have a Premium Subscription and was expecting Package 5 in mid-December. Is anyone else having delay problems in the USA?
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Rank: Administration  Groups: Administrator, Administrators, Forum Support Team, Global Forum Support, Global Forum Support Team, Moderator, Official Builds Joined: 24/08/2009 Posts: 1,926 Points: 5,800 Location: UK
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f13dfx wrote:I have a Premium Subscription and was expecting Package 5 in mid-December. Is anyone else having delay problems in the USA? Hi, There has been a delay in the UK, which has just sorted in the last week. Your best source of information would be customer services, whose contact information should be on the paperwork you receive with each pack. We do not have direct customer contact for subscription updates on this forum either. Regards delboy271155 (Derek) Admin
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Rank: Amateur Level 1 Groups: Registered
Joined: 14/04/2013 Posts: 39 Points: 100 Location: Canada
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This is the transcript of my online chat with their USA customer service which are basically canned responses. I guess we’ll see if anything changes in another 2 weeks:
Chat started on 17 Jan 2024, 10:08 PM (GMT+0)
(10:08:36) *** I joined the chat ***
(10:08:36) Me
Have you sorted out your supply problems to be able to ship Package 5 now?
(10:08:40) *** Customer Service joined the chat ***
(10:08:47) Customer Service
Hello, thank you for contacting us.
(10:09:15) Customer Service
I would like to confirm that the payment for your package has been successful, and is now showing its status as prepared. As soon as it is ready and packed, we will send you a confirmation email. You will also be able to check the status and updates directly from your account.
(10:09:21) Customer Service
Once the package will be prepared on our warehouse, will be shipped to you. The estimated delivery time is 14 business days, however the estimated delivery time may also be varying by the courier.
(10:10:01) Me
That’s the same answer I got 2 weeks ago. Are you SURE???????????
(10:10:28) Customer Service
We apologize for the inconvenience.
(10:10:48) Customer Service
Please note that it will take a few days more for the package to be shipped from the warehouse.
(10:11:17) Me
So you are confirming that you have STOCK now?????
(10:12:53) Customer Service
Everything is going smoothly and once the package will be shipped, we will send you an email with a tracking link so you can monitor the package.
(10:13:32) Me
Ok thank you.
(10:13:58) Customer Service
You're welcome and once again, we apologize for any trouble 🙂
(10:14:09) Customer Service
We appreicate your time and patience.
(10:14:10) Customer Service
Is there anything else I can help you?
(10:14:29) Me
No i’m good, bye for now.
(10:14:49) Customer Service
Have a great day.
(10:14:51) *** Customer Service left the chat ***
(10:14:51) *** I left the chat ***
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Rank: Administration Groups: Administrator, Administrators, Forum Support Team, Global Forum Support, Global Forum Support Team, Moderator, Official Builds Joined: 24/08/2009 Posts: 1,926 Points: 5,800 Location: UK
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Like I said, CS is the best source of information albeit canned. There are email avenues that you could follow, should you not like canned responses.
Part/supply distribution is in turmoil all over the world due to ongoing issues that are affecting shipping of goods of all sorts.
All I can say is ask the question and give it some time to sort. I have just received some parts after a two month delay.
Topic locked.
Regards
delboy271155
(Derek) Admin
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US
