rants – Sargonas' blog

Another year, another UPS saga.

If this is not your first time reading my rants, you will remember my saga from 2018 when UPS lost a shipment of wine of mine: https://sargonas.com/ups-seems-to-have-lost-my-wine-and-doesnt-want-to-tell-me/

Well flash forward to this year, and the hits just keep on coming!

First off, I’ve spent the last month chasing around a missing work package. We shipped several thousands of dollars of gear from one office to another and they keep saying it was damaged, no wait lost, no.. damaged, wait no now it’s lost… or maybe damaged? No definitely lost. Still working to get a claim on that one complete after 11 phone calls and 4 hours on the phone, but it’s not my money so I’m TRYING to remain calm, despite being jerked around so much and never getting a single call back or email that was promised and having to chase them down regularly.

That aside, now they are jerking me around on my iPhone as well.

On Friday they marked it as undeliverable to my apt even though they never paged me via the call box and my unit’s ring door bell never rang.

I didn’t want to deal with more drama again so I immediately paid money to them on Friday night to have the package re-routed to a local UPS store to make this easier. Annoyingly, the entire weekend it said “re-delivery accepted, please check back later for a new delivery window”. I had hoped it would be a Saturday sort of thing, but, oh well.

On Monday AM I was notified it would arrive by EOD that day at said UPS store.

The UPS store ONLY gets deliveries around 9-10am according to it’s manager, and pickups are at EOD around 6. So at noon it was not yet delivered but I checked anyway, and the manager was quite adamant to me there was no way a delivery was coming later in the day, as he knows his drivers and their routes intimately. He said if it had not yet arrived then it would likely be Tuesday. Frustrated, I called UPS support to complain and they insisted it might still come that day, but that if not they assured me it would definitely arrive on tuesday in the AM. I was promised a call back within the hour either way once the local operations center had the case.

Unsurprisingly, I did not get a call (I am 16 for 16 on NOT getting callbacks “within the hour” from UPS after being promised one over the last 2 years.)

At 6:15pm with 15 minutes left to go before the store closed, the package updated to a new state of “undeliverable. Delivery to be reattempted next business day. Delivery by 10:30 am Tuesday”.

I again called support in frustration and was told “the driver apparently flagged it as undeliverable tonight, and they will try again tomorrow. They understand my frustration and have sent a notice the local dispatch and I will get a call back within the hour.”

Sure I will…. (I didn’t.. of course)

This morning I watched it closely so I would know when to walk over to get it, and at 10:25am it updated to

“Address Information Required
The shipping address provided is either incorrect or incomplete. “

Bear in mind I played no part in specifying the UPS store’s address… it was pre-filled by the UPS website when I selected “deliver to a store” as an option to re-route it and picked this location from the drop down. How on earth could the address in their system for one of the busier UPS locations in the area be WRONG?

I looked it up… it’s not.

It told me to “click here to correct my address” so I did, and I got an error message that “Changes are not eligible for this shipment. Please contact support.”

So I just got off the phone with support and am now told that I don’t need to update the address, as it’s seemingly correct.. and that they don’t know why it’s in this state but that.. “someone from local dispatch will call me within the hour to explore options to get it to me as soon as possible”

Sure they will. Sure they will…

UPS is the worst… and I just want my damned iPhone

EDIT: Well, I have my iPhone! At the 1 hour mark with no call I resigned myself to calling UPS every single hour once the window closed, untill I got clarity. So I called back and while the nice lady was helping track down a human in real time who can help locally rather than make me wait, we both got a notification at the same time that it had just been delivered. I thanked her and hopped off the phone and ran over to the UPS store to get it and sure enough it was there. Best part? The store manager says a regular driver did not drop it off… but that someone in a UPS polo and jeans with an employee lanyard pulled up in a car and brought it in just moments ago.

UPS seems to have lost my wine and doesn’t want to tell me

So last week (Sept 11th) a quarterly care package of wine was due to be delivered from Russian River Vineyards. It’s liquor, which means UPS will not leave it under any circumstances unless an adult signs for it in person. It has to be an adult at my address, no neighbors, no pre-sign online, none of that. Normally I had these shipped to my office mail room, but I changed jobs and have been working from home. I now have an office it can be sent to again as of last week, but it was too late to update in time for this package.

It was due to arrive last Wednesday the 13th, which would have been a problem for me but before I could log on and change the delivery date to a better time where I could actually be home, I got another notice it had been conveniently rescheduled to Friday the 15th due to unforeseen circumstances. I work from home on Fridays, so that’s perfect. Except, midway through Friday I was notified again that it was not going to make it on Friday after all, again due to unforseen circumstances, and come in later, either Monday or Tuesday.

That wouldn’t work for me, so begrudgingly I paid their silly $8 fee to re-schedule my package for the following Friday the 21st… today (as of this writing). It was the only time I could know for sure I would be home to sign for it. I also paid a few dollars extra to narrow down the delivery window to a 4 hour window instead of anytime that day. I got an email an hour later confirming my request was accepted and to expect it around 4 pm today, give or take 2 hours.

Fast forward to today (Friday the 21st)… it’s 7 pm, and no package. I just realized this, so I hopped online to look at the tracking info.. guess what? That info hasn’t updated at all since last Friday the 15th. Not a bit. Doesn’t even show it failing to deliver, being delayed, or out for delivery again, just that I requested a change and to come back later for more info. In a different view however, and also on my calendar view, it does show it due today on the 21st though, as does my email confirmation from the change.

So I called the 1-800 number for UPS. Agent #1 says they can’t see any info more than I do on tracking, and that this is indeed weird and that I should sit tight while they transfer me to someone with better info access. I get transferred, and Agent #2 is equally stumped. They have no idea what’s happened to the package since last week even though they are digging deeper in the system, and eventually offer to transfer me to an entirely different department that has way more info.

Person #3 first is equally confused, but then after a bit says “well, if you just sit tight, I can promise you it will be delivered today. If it hasn’t shown up in about an hour and a half, then you can call us back and I’ll see what I can do.” I ask if I can just have it re-routed to my office because clearly it is not arriving today, and if it gets routed there someone can sign for it. He, however, insists he cannot make this change himself, and that I can only make the change by logging in and paying the fee to do it myself.. yeah right, that’s not happening.

“Look”, I say.. “it’s 7:30 PM on a Friday. I have plans.. never in my life did I expect I would have to be here this late to sign for a package. I need to leave the house around 8 pm tonight, and I don’t want to be late. There’s no reason I should have to stay around for a package that was due a week ago. This is ridiculous and unfair to me. It’s 7:35 pm… I don’t see a realistic scenario where everything suddenly gets better in 20 minutes, when right now at this moment you can’t actually tell me you know what’s going on or can guarantee me it’s on it’s way here, you just said you don’t know where it is.”

He then proceeds to swear he knows for a fact it’s on the truck, out for delivery, and will be here by 8 pm (wow that hour and a half sure changed quick) and that if it’s not, to feel free to call back at 8 at that time… but he can promise me I won’t have to, and it will be definitely be here if I just wait… Now.. as I post this at 7:58 PM… why is it I don’t believe him?

UPDATE 1: So 8:05 pm arrives and I called in, and this time I get transferred once more to a different department with “more info” right off the bat once they look up my package. The nice woman right away says “I can tell from your package history and what I can additionally see that this is 100% not on a truck for delivery today. I have no idea where it is, and do not know what it’s status is, but I can promise you that if it was out for delivery I would know that much. You’ll need to call back once another 24 hours have passed, at which point we can open an investigation.” Great… I’m so glad I stayed to work from home two different Fridays, and paid change fees to acomodate their mistake for them to lose this thing…

UPDATE 2: UPS saw my tweet about this article and reached out to me early Saturday AM. They asked for my tracking number and contact info and said someone would contact me within the hour… 3 hours later I asked them again about an update and heart nothing. The following day on Sunday I asked once more, and was given an apology and told they are closed on Sundays and will be in touch with me Monday. Fair enough.. on the Sunday part.. but I’m miffed about the blow off on Saturday.

Monday the 24th rolls around and I wake up to an email saying my package is out for delivery today. Great and all that they seemingly have found it, except this doesn’t help anything. I am not home today, the package is still flagged as adult signature required, and I was never given the option to address this issue with anyone in person as promised and do what I intended: arrange for either another Friday delivery on the 28th or a re-direct to my office. I replied to the twitter DM thread with these frustrations, and they apologized once more for the lack of the promised followup(s). They said someone would be in touch with me by 11:15 am… it is now 11:30 am and I have heard nothing.

For those keeping score, that is 2 failed deliveries, 4 promised phone calls that never happened, and 2 blatant lies by customer service agents on the phone trying to get me off the call. At this point the USPS is starting to look like less of a shit show than UPS and that’s saying something. You know, as a Louisville native, we used to take great pride in the UPS brand and all it has done for that city… 🙁

UPDATE 3: Got a nice guy on the phone calling me back at noon on Monday. He said sorry for the mix-up and the package will be held and NOT delivered today, and will be sent back out Friday as planned.

UPDATE 4: Oh this just gets better. Well, here it is Friday at 3:45PM and I get a text saying they tried to deliver my package and failed, and that it will be re-delivered Monday. Now…I live in a secured building. You have to punch in a pin pad that rings my phone to get in.. and then if you need a signature from me you need to knock on my unit door that I am sitting 20 feet from with a clear view and earshot of. Neither of those things happened. Additionally, there was no slip left behind saying sorry we missed you.

I called UPS, they said a local office manager will call me back within the hour. An hour and a half later a nice lady calls me, I relay my story to her.. she said its unlikely the driver will be willing to do a re-delivery on a Friday night but that she will call and ask just in case, and that one way or another, she will call me back in 10 minutes and go over my options with me.

UPDATE 5: An hour and a half later she has not called my back, and when I try to call the number on my caller ID it says the number does not accept inbound calls. On a whim, I refresh my tracking info, and what do you know? It shows that a second delivery attempt was just made 20 minutes ago, and that I was not home and a note was left.

I look outside… no note. My phone? Never rang. My door-box? Never rang. Oh.. did I mention that all day I have left my unit door cracked open about a foot, wide open to the common area hallway, so that if anyone walked past my unit at ALL I know would know because I can see it from my desk?

I call customer service, and re-explain my saga to a supervisor, she types away and says “well, according to the notes here, the manager spoke to the driver and he informed her he would not be able to make a second delivery attempt” Really!?!! Then why on earth does the tracking say one was made and now show two deliveries?

She tells me shes updating the notes and requesting that a “senior manager contact me within the hour.” I politely by exasperatedly reminded her I’ve been told “I would be contacted within the hour” 5 times before, and I am 5 for 5 on it never actually happening. She promises one will, however, and that the package is now confirmed for a delivery tomorrow on Saturday, but that she cannot give me any kind of guarantee on the time frame.. so I guess I’m spending my Saturday at home now.

UPDATE 6: Naturally it goes without saying no Sr Manager ever called me last night. I woke up to a 9am today to a phone call however from the same nice lady in the local office as before, saying that that my package is out for delivery today. (Yay). I asked if they could give me a more narrow window than “by end of day at 5pm” but she said she could not, however she would be happy to make a call asking if she was able to get a better window, and call me back within the hour. Naturally of course, 4 hours later, I haven’t heard from her… but I am not surprised at this point. Additionally, I tried to ask about the clearly fake failed delivery attempts in the tracking system, the package being lost, all the stuff that led up to this, but she dodged around all of it and wouldn’t get into it with me and I didn’t want to push, she was the only nice person I’ve dealt with so far and just wanted my package. So here I am.. waiting.

I did get curious though and look up my tracking around noon to see if it was indeed out for delivery, and it was! I also noticed something else.. here’s a side by side comparison to the tracking info from last night and again today.. see if you can notice the difference.

Aha! It would seem they have deleted the first delivery attempt last night from my tracking history. Now the second one, I know 100% without a doubt never happened. The first I *know* they didn’t as well, but the second one is even easier, if you read above, to prove never happened than the fist. Yet.. *poof*… gone is the first one. Shady as heck if you ask me.

At this point, I don’t even care about the package anymore… I’ve lost well over the $200 of it’s value in time, patience, work, and stress. At this point, it’s about the fact they are treating me with such utter disrespect, dismissiveness, and lack of empathy that I am just absolutely at the end of my rope with how they have treated me… and the worst part is.. .they know and just don’t care one bit because they know there is nothing I can do about it. I’m just a line item on a spreadsheet to someone with a revenue value… heck I didn’t even choose to use them and don’t have a say in them being used in future deliveries to me, so what do I matter?

UPDATE 7: So I’m in the bathroom. I think I might have just heard a single, loud, solo knock at the door across the house. I get my pants decent as fast as I humanly can and run like hell to the front door… it wasn’t long I swear.

And there is a sorry we missed you slip on it. It must have taken me less than 20 seconds to get there… honest to god. I run down 3 flights of stairs as fast as I humanly can, and I see the truck driving off down the block…

I give up.

UPDATE 8: I just got off the phone with UPS. I refused to end the call until I had the package re-routed somewhere else, and for ONCE they didn’t say no… on top of that he even went to a few different supervisors to try and get the fees waived so I wouldn’t have to pay them… and now it’s due to be delivered at my office on October 2nd (friendly reminder the original date was Sept 11th!) . I won’t be there as I’ll be out of town starting that morning, but that’s fine, the front desk can at least sign for it for me and hold it till I come back on the 4th.

*sigh*

I really hope this saga is over. Never in my life will I willingly give UPS another penny by choice. I just became a FedEx fan for life.

UPDATE 9: Hang on to your hats boys and girls… it’s not over yet!

That’s right.. here we are Monday the 1st at 3pm (a day in which no deliveries were anticipated!) and I just got a failed to delivery notification at my HOME address… including a nice reminder this is the last attempt they will make and the package will now be sent back to the shipper.

So as I’m updating this I call and I just got a hold of a supervisor, and they are telling me there is no record of the address change from last night, or the managers over ride of the charges. In fact, there are extensive notes from most of my calls, but no record at all of my call last night. I am at a loss for words. I’m being told the system will not allow the package to be shipped elsewhere, or be picked up in person, because it is locked out in the system by the shipper. My only option now is to just let it go back to Russian River Vineyards. *sigh*

I am going to go out of my way at all costs to not voluntarily give UPS another penny as long as I live.

UPDATE 10: Final update. The package is on its way back to the vineyard and that is that. That said, I shared this page on twitter.. and I even tagged UPS in it. Not only that, but I have a 20 tweet long DM convo back and fourth with their support team over the last week. They responded via DM once more after linking this comedy of horrors. Their response to me?

Sir, I truly apologize for the inconvenience, but unfortunately, we are unable to reroute your shipment to a different address due to contents inside the package. I suggest contact the shipper for alternative options.

That’s it. It’s not even about the package… it hasn’t been about the pages in weeks. It’s about their total lack of effort to deliver any kind of reasonable customer service. Zero follow through on countless “someone will call you within the hour” promises, or falsified delivery notices, or the multiple outright lies to me by people on the phone. Nope they don’t address of even acknowledge any of that one bit. Of course not.. why would they? That requires empathy.

FINAL UPDATE: It’s here! The wonderfully nice lady at Russian River Vineyards contacted UPS for me and had them redirect the box en-route to her back to my office, and it finally arrived. And… I think I now know why everything went south.

This is NOT the box the wine was sent in. This is not the official packaging Russian River uses. It also has a label that was CLEARLY removed from another box and added to this one. The interior bottles were packaged in a weird, aftermarket styrofoam contraption that left them boxed up cork down, fully exposed to the box sides with no protection against the bottom of the box (WTF?!) after being individually sealed in plastic bags. The original paperwork is heavily liquid damaged, and the box was haphazardly constructed by shelling two ends of two smaller boxes together with this waterlogged ad-hoc MacGyver contraption inside.

It’s pretty evident that during the very first “unforeseen circumstances” or the subsequent “week of missing in action” something went horribly wrong with my box and UPS tried to hide it.

Accepting Trump is President does not mean you have to ignore that he is a terrible person.

Here’s the thing… yes I have a lot of negativity about Trump being president, but I do accept that Trump is the president. I do… but just because I accept he is the president, it does not mean he represents me. He may represent America on the international stage, and our government at the highest level, but he does not represent my moral values or the ethics my family instilled upon me growing up. He does not represent my ideological values that I have gained from a lifetime of growth and development.

I condemn his open bigotry. I condemn his hateful comments about Muslims. I condemn his hateful comments about Hispanics. I condemn his hateful comments about Women. I condemn him for mocking a disabled man. I condemn him for pandering to white supremacists purely for the sake of votes, for welcoming them directly into his administration, and even having one write his inauguration speech. I condemn him for running a campaign based on openly and unabashedly lying to Americans. I condemn him because he instructs his staff to brazenly lie to people over and over again until the entire point is lost and people move on. I condemn him for basing his campaign around dividing the American people against one another to his own advantage. I condemn his inability to admit personal fault in even the slightest way as a form of personal growth. At the core, I condemn him as a human being who does not represent even a sliver of a percent of the best of what an American can, and should, be.

Accepting that he is my President doesn’t mean I have to root for his success. If he somehow made America a better place, I would be thrilled… however Trump’s concept of “better” is directly the opposite of mine and anyone I hold dear to me. I don’t want him to succeed in banning Muslims or Hispanics from the country. I don’t want him to succeed in building a titanic wall along the border. I don’t want him to succeed in unwinding key parts of healthcare reform that protects people against bullshit “pre-existing conditions” clauses or 5000% drug price increases based purely for profit. I don’t want him to succeed in filling his administration with opportunists who are looking for personal gain over the best interests of Americans. I want him to fail at these things, because I think America will be a far, far worse for the wear if he succeeds at all of this.

Razer Blade woes round 2, the Amazoning

So if you aren’t familiar with my pain trying to buy a Razer Blade from the Razer Store, I suggest reading it… it’s a hilarious good time of a comedy of errors.

(Note, only reason any of the below really matters is I want this thing sorted and ready before I fly to Tokyo early AM Thursday.)

After giving up on the Razer store, I move on to Amazon.com once I learn in the 11th hour, Friday morning, that they carry them. I quickly placed an order at 1pm PST with next-day shipping for 9.99 (god bless Prime!)

At 2:30 PM on Sunday I get notification it has shipped, this gets me really excited, since I bought next-day shipping! However I look on Amazon.coma and it still shows an estimated delivery date of Tuesday. What?

I check the UPS tracking number on UPS’s site instead of amazons to see what it shows for comparison.. it shows it as a 2-day package with delivery due Wesdnesday.

WHAT?!

I figure I may as well call Amazon and see what happens, so at 8pm Sunday I give them a ring. A very nice lady tried to help me and offers to call UPS and see what she can do. She puts me on hold, while checking with UPS, but I end up being able to overhear the conversation plain as day. Their UPS agent informs her that only a label had been made, but there had been no movement on the package itself and they had not yet taken possession of it. They are anticipating actually having the package Monday morning.

THEN WHY DID THEY TELL ME IT SHIPPED?!

She also said that “the shipping had been ordered for 2 day, so a wed delivery is the correct estimate.” Her only suggestion for expediting it was to contact the Amazon shipping department at the warehouse in question and have them manually change it to next day (for a tuesday delivery) by creating a new label before UPS takes possession of it. If that wasn’t done in time, she said, there was nothing UPS could do about it as 2-day shipping was already locked on that label and can’t be changed once possession is taken.

She comes back to me and relays some of this (minus the part about Amazon buying a 2 day label) and was nice enough to offer to try to contact shipping herself and fix this for me, but they are closed till tomorrow and she is not in until 2pm EST. I asked if she could hand this off to someone who will be in sooner, and she said she would offer to try but that realistically the only way she is certain this will be reliably followed up on is if she does so herself once she is in. (Which logic would tell the astute reader is going to be too late to change things.)

Reluctantly, I tell her I guess we’ll just let things lie where they are right now, and I’ll wait to hear from her sometime tomorrow afternoon.

Considering I paid amazon for next day shipping on an in-stock item on 1pm on a Friday afternoon.. I’m a little peeved!

(Amazon’s shipping reliability is getting consistently more and more unreliable… -_- I’ve had over 11 credits to my account for delayed shipments in the last 12 months.)

UPDATE- Monday 1:30pm PST: So, no call yet from Amazon following up on the issue, but I got an urge while relaying this story to a friend to check the UPS tracking number just to see if anything changed before I published this post. Lo and behold, it looks like Amazon managed to fix it before UPS took possession! The Expected delivery has changed from “By end of day Wednesday” to “Early Tuesday”!

I’m going to withhold my elation and celebration until it is actually in my hands, but things are starting to look promising!

The comedy of errors that is the Razer Store.

So, for many months now I’ve been extolling the virtues of the killer combo that is a Razer Blade paired with a Razer Core. I know of 3 colleagues I talked into the pair, plus many more whom I’ve planted the seed in and may or may not have pulled the trigger without me knowing. It’s a great setup, especially if you want to move away from having “too many computers” and, like me, have a core gaming desktop as well as a day to day laptop.

In August, my MacBook Pro’s video card started to give out. It’s 4 years old, so it’s understandable and no hard feelings. After much research I decided to take my own advice and buy the recently released New Blade from Razer and pair it with a Core with a 1080 inside. About the start of September, I went to pull the trigger and that’s where the fun began. What follows is a timeline of the absolute comedy of errors that began that is so ridiculous I can’t even be mad… and only just laugh at this story. It’s a long read, but that’s because it’s a meticulously detailed timeline of events for maximum impact and reliability. I promise you it’s worth the read.

Sept. 5th – I finally decided to pull the trigger and to order a Core and Blade combo to replace my desktop and aging (and literally melting) MacBook Pro laptop all in one go. First tried to go online to the special Partner store, since as a employee of a game studio partnered with Razer, I am able to get a few minimal but none the less nice discounts. Unfortunately, the promotion they are running for $100 off a Core when purchasing a New Blade is not offered on the Partner store. Also, no New Blade’s are listed on the store either, only the legacy ones. (As I learned later there is a 3 month lag for new products on the partner store. Lame, but I can rationalize the reasoning on that to some degree and no major complaints).

I then went to the regular store url/login with my personal account. The promotional bundle was offered, but the New Blades were currently listed on back-order with no date for future availability. The only option is to sign up to be notified when on sale… so I signed up and eagerly wait!

Sept. 21st (ish) – I receive an email stating the New Blades will once again be shipping in October, and are preorder-able on Oct 2nd at 9 am PST. I set an alarm to remind myself to hop on immediately at that time and preorder one, just in case.

Oct. 2 – I hop out of bed bright and early in my hotel room at Twitchcon and ordered my New Blade and Core together at 9:02 AM just as it unlocked. The Core is listed to ship on Oct 14th, and Blade Pro is listed on back-order until Oct 28th. Remember this. 😉

While ordering, I found code online for a free $49 messenger bag if ordering a Blade. I put the code in, because I love free stuff! The order form accepted the code and confirmed the free bag. 6 hours later, the order confirmation was emailed to me (seems kind of long? Was a bit worried something went wrong up until then due to demand or something.)

I also discover at this time that the $100 off discount was not applied. Apparently you don’t get it automatically? The discount appears to be emailed as a promo code as part of the order confirmation email, once your order has been processed and subsequently confirmed. Instructions state it must be applied separately to a different Core order to be claimed?!

Oct. 4th – After chatting options with a friend at Razer for advice, I reached out to Support to find out how to get the $100 credit applied to my order. unfortunately, the support form is limited to 550 characters only. No email, no phone. Very hard to explain most problems in so few words but I managed it. The Support form gave me an auto email to expect a reply in up to 1-2 business days, as to be expected. Later in the same day, I received an unrelated email stating the following:

“Thank you for ordering from the RazerStore. As indicated during checkout, one or more of the products you ordered is currently unavailable and cannot be shipped. You will receive an email notification when your order has been shipped.

Estimated shipping period

Razer Basic Messenger Bag: null”

Looking farther down email, there is an additional section:

“note:The item(s) in your order will only ship once all item(s) are ready for shipment.”

Wait, does this mean that even if the core and blade are ready to ship, the whole order will be held for this mystery bag with a “null” ship date? In paranoia, I open second support ticket, asking about this issue in detail.

Oct. 5th – Support has replied to my first ticket. They explained that they are unable to apply the promotional credit, and that if I want to get the $100 off of my Core, I must cancel my order and start over by ordering the blade first, wait for the confirmation email with code, then use that code to order a core separately.

“Hi, J.

Thank you for contacting RazerStore.com

We are sorry that we are unable to add promotional code in any order that has already been placed.

https://store.razerzone.com/DRHM/store?Action=DisplayHelpPage&SiteID=razerusa&Locale=en_US

At this time, we can cancel your order and allow you to submit a new order. Please let us know if you want us to attempt a cancellation.

If we attempt the cancellation, you will be notified by email that the cancellation was successful. If unsuccessful, your order will ship as originally placed.

Hoping to hear from you for your decision.

Thank you for your time and understanding.

Sincerely,

Team RazerStore.com”

Later that day, the other ticket is replied to saying that they cannot confirm for sure if the order status of the messenger bag would hold up the rest of the order or not. I’m told that it should not have actually been made available and is indefinitely out of stock and no longer officially offered as a promotion. Additionally, they are unable to make any changes or adjustments to my orders promotional codes and that if I wanted to cancel the order and start over they were happy to do so.

I responded to the first email confirming that yes, I would like to cancel the order and start over, in that case. (Especially in light of all the above nonsense). They respond they have “requested” a cancellation, and stressed this is not actually confirmation it has been canceled. Was told I need to wait for a cancellation confirmation email before it’s *actually* canceled. The confirmation eventually came about two days later. Why on earth does that need to happen or take so long? Who knows. I then tried to make two new orders. First I ordered the New Blade, in HD (not the QHD+) with a 1TB HD.

However, the order form rejected my billing address confirmation, telling me I needed to enter a “valid value” for State and country, highlighting them in red. Note: These are pre-filled drop downs, not text. I simply picked the options that applied (CA, US). It kept rejecting them over and over again, until I hard-refreshed the page, wiping out the form entirely and starting over.

Oct. 6th – Still no order confirmation the following morning. Without it, I can’t order the Core, and I’m also becoming worried that I may slip back into a further batch of Blades. On a whim, I decided to check my order history, out of idle curiosity. It actually showed duplicate entries for every order! There were 12 line items for 3 simply orders, each repeated 4 times. This is really weird and confusing, and obviously a bug of some kind. Also still showed my recent order as “In Process” a whole day later.

Later that day, roughly 26 hours after the initial order, I finally get my order confirmation with a discount code for the core. (Irony… the discount code looks to be the SAME as the one from the first ever order.. It’s apparently not a unique code? Either that or it’s keyed to my email or something and the same for just me. Had I known that, I wouldn’t have waited!) I order a Core it using this code, getting my nice $100 discount. Again however, I experience the EXACT SAME bug with the state/country drop down! I hard refresh once more, and this fixes it. I think it’s possibly related to chrome’s automatic filling of known address info at this point. At this time, it’s important to note for reasons below that the Razer Core still has a shipping date of October 14th and the New Blade is Oct 28th. Sounds good to me!

Oct. 15th – Still no shipping confirmation for my Core, which was due out the day before. I begin checking the order status page daily because I am an impatient nerd who wants his shiny toys! The store site still says it’s shipping Oct. 14th when I checked on the 15th, and 16th, and I believe I looked again on the 17th (my notes are fuzzy there). My order confirmation also says the 14th still, I checked to make sure I wasn’t crazy.

Oct. 18th – I check the order status, still no updates! However, the Core listing in the Store *now* says “back ordered, ships from 10/28”. I was given zero emails or heads up about this new delay however. A silent stealth update to the site? Not great customer service experience. Totally understanding things happen, but an email/update would really have been nice.

Oct. 19 – A New Blade Pro has just been announced. Shit. Do I still want a New Blade, or do I want the Pro? Is a pro better for my needs? Does the Pro even need a Core with it’s sexy new gpu? It the Pro too big in size for my needs though? I almost have buyers remorse before I even have the product. I don’t know what to do. The New blade doesn’t ship for another week. Also I now know details about the rumored MacBook Pro refresh coming next week. It might be a better solution and at this rate will arrive sooner .Maybe it’s better to cancel and wait and see how reviews pan out? I reach out to cancel my Blade order (even though it risks missing out on another back-order window) to wait and see the right options for me, since this is no small investment. Definitely lots of sudden decision making to be made.

I am told by support that because I used the discount code for the Core, I have to cancel the Core order also. Fair enough, that makes total sense to me, so I cancel both orders. I am again told the order cancellation has been requested, but not confirmed, until I receive such an email.

Oct. 20th – The email confirmation that my Blade order was successfully canceled arrives. (but I failed to notice there was not one about my core).

Oct. 24th – 4 emails came in at the exact same time together (3:39AM) in one batch with identical time stamps.

Shipping confirmation of Core stating it has just gone out.
Email stating they were unable to successfully cancel my core order (duh?).
Email stating they have put in a request to issue a return order for my core as a courtesy due to my existing cancellation request. (Wow thanks!)
Email confirming the cancellation request and accepting my return order, with return instructions and a mailing address. (With the implied instructions that I need to pay the cost of shipping myself to return it to the listed address in Hong Kong, to get the refund.)

Then, at 9:30 am that same morning my core arrives at my office suddenly!

Yeah. That happened.

I run the numbers on FedEx and UPS to estimate shipping costs to return the core for my refund. Retail costs for a one-off shipment of this size and weight come back at $300 and $250 respectively. Totally impractical to do in order to get a refund on a $400 order! Both return-related emails come from “do not email this address” accounts so following up on this hurdle is now difficult for me.

Well, I guess I’ll just sit on this Core for now… I may still end up with a blade, and in THEORY it’s supposed to work with any USB C laptop, including that plan B mac.

Oct. 27th – After reading initial reviews on the Pro, it seems it really isn’t the laptop for me. Additionally I am not satisfied with the details on the new MacBook Pro so I went ahead and placed a fresh order for the New Blade, in the HD 1TB model. Since I’m stuck with this Core that I can’t really return easily, I figured why not. I placed the order, and as expected, I was told it is still on back-order, due to ship on October 28th (the next day) as before.

Oct. 29th – Checking to see if my Blade has shipped yet, I now see that the QHD+ model is currently shipping as of the day before, as is expected, but that the HD model that I had ordered now reads “Available for Pre-order. Ships from 11th November, 2016.” It would appear it has slipped 2 weeks… sadly for me this is the day after I leave for Japan for a week so it leaves me without the laptop for my travels. 🙁

Nov. 2nd – On a whim, I’m not sure why, I felt the urge to check the pre-order status of the laptop again. It now reads the following: “Available for Pre-order. Ships from 28th November, 2016.” Well, guess we had ourselves yet another stealth slip it would seem… *sigh*

Nov. 4th – I woke up to the following email:

Hi.

Thank you for your order of Razer Blade with FHD – 1TB.

Order number: ****************

We regret to inform you that due to unexpected shipment delays, we can ship the product only from November 28, 2016

Our bad. We are sorry.

We do have ready stock of the upgraded Razer Blade QHD 512GB or Razer Blade QHD 1TB, and would like to give you priority to purchase it. In addition, we will offer you a Free Gift of a Razer Blade Armor Caseif you wish to take up the offer.

To take up the offer to upgrade,

Please make the purchase within the next 5 business days

http://www.razerzone.com/store/razer-blade

Provide us the new order number so we may cancel the old order.

Once your new Razer Blade QHD 512GB or Razer Blade QHD 1TBhas shipped, you will receive an email with your tracking information.

Instructions to redeem Free Gift of a Razer Blade Armor Casewill follow 7 days after your order ships.

Should you choose to continue to wait for your Razer Blade with FHD – 1TB, we will go ahead to keep you in our waiting list.

Once again, our sincere apologies. We value your business and appreciate your patience and understanding.

Sincerely,

Team RazerStore

Well, at least you guys emailed me this time I guess… Though 2 days late. I then went to the store to look up the listing for shits and giggles. The order page for the 1TB HD Blade no longer has a “preorder/shipping 28th” status. The purchase button has now been replaced with a “notify me” button, and the release date has been replaced with “Register your interest”.

Oooookaaaaay. Let’s just say at this point I have zero fucking confidence that this thing is actually shipping Nov 28th.

After sharing this story around with some friends, I learn from one of them they had a very similar experience and ended up buying theirs on Amazon.com. Wait what?! I look and lo and behold Amazon has them currently in stock!! I just ordered it there, right now, with overnight shipping for an additional $9, and requested to cancel the previous order via the Razer store once and for all.

JEEZE!!!

Any one of these things, or even two, is likely a minor annoyance, but the combined force of this ridiculousness is beyond ludicrous. C’mon Razer 🙁 Just ditch Digital River as your store vendor already and do this in house. I know you could do so better at this if you just put a vested ownership into the experience!

EDIT- 11/6/16: Just got the shipping confirmation from Amazon.com! The laptop HAS shipped. a Razer Blade DOES physically exist with my name on it and is en-route! It was set for next day delivery, and due to ship out Monday, so there is even a chance it may arrive tomorrow!

EDIT 2 – 11/7/16: So everything wasn’t *quite* as sunshine and rainbows as the last update seemed. For the next stage in the saga, check out part two of this adventure!

Fail Mail

I have had countless issues with the USPS. When I order something online, and they send me a tracking#.. if it is a USPS number I more or less immediately assume I have a 50/50 chance of ever actually getting the item at all. It’s so bad, that I try to make sure I always have it shipped to the office instead. We have a full scale mail room and loading dock, and the postage to here is delivered via direct truck from the local facility. At least then you can remove most of the “human factor” that screws me over on the delivery aspect.

The most common problem I’ve had was at my old Apartment I recently moved from. We had a gate on the side of the house, about 4 feet tall. Outside the gate was the bank of mailboxes (the usual small kind). Past the gate was a foot path with the doors to our units. Now, that gate was only chest high and had no lock on it. It was clearly not “secure”. Yet without fail, if a package came to our address, 90% of the time the status would update “unable to deliver” and after two attempts we’d have to go to the post office to get it.. where invariably they would take forever to even find the package, sometimes requiring 2 trips to get it. We’d always be told the same reason “the carrier couldn’t access our unit to securely deliver it.”

B.S.

Move forward to a few weeks ago: I ordered something on Amazon, and due to a series of unrelated events, the default delivery address of my office got “un-defaulted”. I didn’t realize this (my fault) and the package was addressed to my apartment. I realized after the fact and immediately understood this was going to be an adventure.. I did not, however, learn just how adventurous.

The package was out for delivery on the 25th. Mid day, I got a notification that it “could not be delivered as addressed.” So I reached out to Amazon chat support, to look into it for me. The agent spoke to the USPS and was informed “the address was illegible.” Now, I don’t know if you have ever ordered something on Amazon.com, but those labels are pretty crisp. Laser printed, big font, and the address is usually in more than one place.

He said he had given them the correct address, (and I tried to change it, but USPS wouldn’t allow it) and that it was rescheduled for delivery the following day, Friday the 26th. Naturally… it didn’t arrive Friday. Or Saturday. Or Monday. As a matter of fact the status remained time stamped on the 25th with “rescheduled for delivery on the following day” for a week. At that point, last wednesday the 2nd, I contacted Amazon again. They offered to re-ship the order to my office and just wash their hands and mine of the whole ordeal, and I happily agreed. I even got a $10 credit for not getting my guaranteed 2 day prime delivery. (I love you Amazon Customer Service!)

Fast forward to today, and SUDDENLY the tracking is updated. This is where it gets interesting:

Somehow, the package went off the radar entirely (from the USPS facility in my zip code), then magically appeared again 11 days later at a facility 15 miles away east of downtown. Um, okay?

Now, it’s back at a DIFFERENT facility in another zip code (albeit the zip code adjacent to the previous, where my apt sits on the street dividing them.) In theory it’s back out for delivery as well… but oh, did I mention that during all this radio silence I moved about 4 blocks down the street?

Yeah it’s a good thing Amazon replaced this package cause I’m never gonna see it.