Dear Slimbook team,
I fully understand that there might still be major issues due to the flood. It makes me sad what happened after seeing the reports in the news and reading your tragic flood announcement.
Nevertheless, the other parts of your web site including the online shop is giving the impression that the situation is somehow under control and business is ongoing. For example, there is an announcement about BLACK DAYS from 19. to 29. Nov and also the assembly times in the shop seem to be normal (as of today: ASSEMBLY TIME: 2 to 5 days for the One AMD Ryzen 7 8845HS).
So, I thought, let's place an order to satisfy my demand and also to support the Slimbook team, both at the same time. The order was placed on 15. Nov 2024. Additionally, I sent the payment on the very same day. Meanwhile, the order is marked as cancelled in the slimbook portal (probably due to reaching the expiration date 19. Nov 2024). Unfortunately, there was no communication and no information.
Please, at least inform your customers, if there are major delays or even broken business processes. If you are not able to assemble or ship in time, then change your times indicated in the shop. Alternatively, stop accepting any orders for some time until your are able to handle it again.
Please, let me know how to proceed regarding my cancelled order and the payment.
I wish your team all the best in this difficult time.
Thanks
Bernhard
Su pregunta ha sido cerrada. por motivo: demasiado específico
por2 Respuestas
Hello Bernhad, good morning.
I appreciate your words and your understanding, I am checking what you tell me, as far as I see it has been paid by transfer, this unfortunately delays the confirmation processes between 2 and 3 days, depending on the location of the banks (international).
For this reason the order is not confirmed until between 2 to 3 days in which you (customers) have made the transfer from your side, of course it is not your fault, is an operation of the banks that unfortunately we can not change, sometimes we are surprised that a card payment is instantaneous and a transfer (which is also a digital movement), takes up to 3 days to reach us, but anyway, sure I do not explain anything new...
From what I see your order was confirmed this morning, with a build time of 1 to 2 days.
The times of our website, always involve times from order confirmation, sometimes we suffer delays, of course, we are not exempt from the logistics and transportation problems that there are right now in our city due to floods as you say, and if you have felt little information from our side in your process, receive my sincere apologies.
Regarding the order that appears as “cancelled” is an automatic operation of the web, that after 48-72h if the order is not confirmed, the order will be cancelled.
Regarding the order that appears as “canceled” is an automatic operation of the web, that at 48-72h if the order is not confirmed becomes canceled, and can generate some uneasiness in your customer side, in fact at the beginning it did every 24-48h but we raised the time because it still happened more often, we will review these aspects, of course.
On our side your order has just been launched, and follows its normal process, if you have any question or cancellation request you want to make, please, I need you to do it through internal message in writing from your own order.
I remain at your disposal for whatever you need, and again sorry for these deadlines, although they are not ours but of third parties, who affects is you and we are responsible for your orders as it could not be otherwise.
Kind regards.
Hello Alex,
let me add one more comment to explain for other readers here.
A payment via SEPA should not take longer than one (bank) business day even between member states in the EU. On Monday, I have asked through the internal order message system about the status. OK, that was probably a bit too early, I apologize.
But today is the 3rd business day since payment and still received no information and on top of that the order was cancelled. I hope it is understandable, that such a situation raises even more questions and concerns.
As you say, an increase of the automatic cancellation operation time period is a good idea. Often, I see 7 to 10 days with other vendors.
Anyhow, thanks for your prompt reaction today. I see that the order is in progress now and consider this topic being closed.
With Best Regards