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Newark knows "Diddly"!

Former Member

I just got off the phone with Newark, US/Canada, same place.  They know nothing, diddly squat, rien, zip, zilch...did I say nothing!

 

You would think after almost three months that the sales support team would have some thing new. I got some guy saying that he gets 30-40 calls a day asking about the RPi.  All he could say is that they all sold out in minutes back in February, and that no one knows when more are coming. When I told him that Element14 customers were already receiving them, even people who ordered after launch day, he said that he can't verify that information and that I shouldn't believe everything I read.

 

So what he is saying is that most of posters on this site are lying and just playing with everyone else's feelings.

 

How can Newark get dozens of calls a day on one subject and not investigate to have up to date information?  We've got tons of reports from the RPi.org forums and here that new RPi are being shipped.  Where is the disconnect?

 

I am personally very disappointed. This type of customer service is unacceptable.

 

Coder27 requested an update to the FAQ.  This HAS to be done!!!  Probably a good idea to send a copy through internal email to Newark on the other side of the pond, so they realize it's not 1 March, but almost June!!!

  • Same here!

     

    The last update I got from them was several weeks ago.  My order says it has a delivery estimate sometime mid-late June, yet I keep seeing posts from people all over the world saying they ordered recently (a week or two ago) and they already received their device!

    ;

    Update 2012/05/24: Now it says May 29th! :-)

  • in reply to mem

    Well, I registered interest with Element 14 back in early April, and I have never received a thing from them except 2 emails saying more info is coming.  The last one of those said I would know when I could get my RPi by the next week, that was several weeks ago.  Haven't heard a thing.

     

    On April 22nd, well after I registered with Element 14, I paid Newark for a RPi and haven't heard a thing from them either.  My order with Newark has showed Aug 16 since I first ordered, and mine hasn't changed.

     

     

     

    This is depressing.

  • in reply to Former Member

    Bill,

      There are reports of people having better luck by using twitter to contact

    element14.  You will need to have a twitter account, and follow element14,

    and report your issue, and then they will follow you and then you can DM (direct message)

    them your order number for them to hand off to someone else to investigate

    and eventually get back to you.

     

    http://twitter.com/#!/Jorrdaaaaaaan/status/205512319416008704

  • in reply to Former Member

    Coder27,

       How do you exactly "report your problem"?  I followed your steps, I am "following" element14, but as they aren't "following me", I must be missing something.

  • in reply to Former Member

    Kevin,

       You report your problem by sending element14 a public twitter message

    saying you haven't heard any status since your original order on date x.

    It's important to say the order date or you will likely get a generic reply that

    all orders before April 18 will be shipped by the end of June.

     

    They will then reply suggesting that you DM them your order number.

  • in reply to Former Member

    Yeah, tried what you said, didn't help me.  They got back to me and said that Newark should be adjusting ship dates soon for anyone who's shipdate isn't correct, that was several days ago.  They didn't give me any indication as to whether I fall into the group that has incorrect ship date or not.

     

    Newark hasn't updated anything for me.  I ordered on April 22, and my ship date is, according to Newark site, August 16. 

     

    FAQ says this:

    Q. If I register now, when can I expect my delivery?

     

    A. If you are still interested in purchasing a Raspberry Pi and have not had a chance, please register your interest. We expect that anyone who registeres with us now will receive a delivery date in July or August depending on where you end up in the ordering line.

     

     

     

    So, obviously I should have waited to order until now, then I would have had a shot at a July ship date image

  • Kevin,

     

    We are more than happy to look into this situation for you;  to do that we will just need a few pieces of information regarding your order.  We will be sending you a private message momentarily so that your information is kept confidential. 

     

    -Newark/element14  Raspberry PI Customer Support Team

  • in reply to Former Member

    Hello Customer Support,

      In case you haven't heard already, Kevin received his unit already,

    on 31 May, by Purolator next-day service, no less.  

     

      But there are other forum members here who I'm sure would be

    delighted to have you look into their situations.  See for example

    Bill McKenzie in this thread, and also these other recent threads:

      

    http://www.element14.com/community/thread/18463?tstart=0

    http://www.element14.com/community/thread/18480?tstart=0

    http://www.element14.com/community/thread/17855?tstart=0

     

    p.s.

       I am curious, are you new to Newark/Element14?

    It looks like your account was created just last Friday.

  • in reply to Former Member

    Hello Raspberry PI Customer Support Team,

     

    On April 09, 2012 09:05 AM (GMT+2) I've received my order confirmation mail from sales@farnell.co.uk with the exact sentence as follows:

    "Your order has been given the following Farnell reference number: ORP027737".

     

    On April 18, 2012 4:18 PM(GMT+2) I've received Export Sales (Export@farnell.com])

    "Good Morning

    Thank you for your order.
    New delivery dates are automatically been communicated to our customers
    by next week.

    Kind regards,
    Em    "


    On April 19, 2012 I've read on the RPi site (http://www.raspberrypi.org/archives/1081) with caption "An update for element14/Premier Farnell/Newark customers" that "We now have in excess of 100,000 confirmed orders for the Raspberry Pi globally and can confirm that everyone  who ordered before 18th April (i.e. today!) will definitely receive their Raspberry Pi before the end of June 2012, whatever your existing order confirmation says!".

     

    After a long email traffic from with Farnell I've received an email from a customer representative in Farnell, who wrote me that they can not supply RPi on May 16, 2012 13:04 (GMT+2).

     

    Would you mind informing me when will I be able to receive my Pi, and if I will pay additional fee for freight to Turkey because I've read on RPi forum some customers from different places of the world had to pay this, please?

     

    Thank you,

     

    Message was edited by: Mustafa Azam SEZER