Still not shipped?

After seeing all the "I just got the email that my S3 shipped", I'm starting to feel forgotten over here. I ordered my Blue 32GB S3 on Sept. 3rd. You know, the phone that currently says there is no delay in shipping. The model that we were told would ship first.

 

I'm anxious to take that puppy out for a spin.

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Comments

25 comments
  • Oops, correction... I ordered it August 3rd!

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  • Here is another thread with a similar question:

    https://help.ting.com/entries/21908753-timeline-update-on-galaxy-siii

    Ordered one for my wife recently, really looking forward to the "your SIII just shipped" email.

    Though, I would expect that you would get yours first since you ordered much earlier than I did.

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  • There was a blog post on Thursday 9/13 stating that there were enough SIII units in stock to cover all pre-orders that hadn't just been placed in the last couple weeks. That certainly should have included an 8/3 order, and should also have included my 8/29 order. Also on Thursday 9/13, the devices page was updated to indicate that some SIII variations were shipping immediately and some in 1-3 days. Again, that still should have covered any order placed back in August; in fact 1-3 day availability as of 9/13 should mean an SIII ordered as recently as 9/13 should have shipped by 9/15. Then, on Saturday 9/15, Ting staff posted in the forum that the Galaxy SIII was in stock and shipping normally, which would indicate to me that they are in-stock and caught up on any shipping backlog.

    From everything Ting is communicating, any order placed in August should easily have received a "just shipped notice" by now. I guess I'll be calling customer service on Monday to see what's wrong.

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  • Same here, ordered on Aug 2, no notice of shipment yet.

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  • Hi,

    (repost from another thread)

    We have shipped a LOT of devices in the last few days. I do not want to give anyone false hope, but it is possible that your device has shipped and we have not yet updated our system with the info which would give you the tracking number. We are working on improving the link between our warehouse and backend, but the truth is we decided to ship more phones sooner (as opposed to make sure everything was updated) so we could get the benefit of the weekend. 

    We will get an update out to everyone who is waiting for a device early next week. 

    Thanks for your patience, and apologies for the delays!

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  • Scott,

    You guys are awesome!  Thank you for the update.

    I agree with you.  Better to just get them out the door and shipped... then update the system later.

    I realize Ting is going through some growing pains. . and that is a VERY good thing for all of us because you stay in business and we benefit from your service/pricing.

    Cheers! 

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  • You are too kind Joe, thanks!

    We are doing our best to deal with our growth. Such a great challenge to have. We are deadly serious about not dropping any balls while we grow, it can be tough though!

    Fortunately this is not our first rodeo.:)

    Enjoy your weekend!

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  • That would be a nice treat, to find out on Monday that things had actually shipped Friday and were already in transit. I think Ting made the right call. Thanks Ting.

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  • Scott, I do love how you are on the forums, trying to make sure everyone is taken care of. The effort is much appreciated. I do feel the approach is what is getting everyone antsy.

    " I do not want to give anyone false hope..."  This is another example of what will turn a patient person into an anxious person.

     

    I learned, thirty years ago, in the restaurant industry, to under promise and over deliver. If someone asked for a glass of water and I told them I'd be right back with it, then something came up, and it took me 5 minutes, the customer was furious. If instead when they asked, I said I need to help someone in the kitchen with something, it's going to take me 5 minutes, then I'm a miracle worker when I come back in 3.

     

    From day one with the S3, Ting has been promising what they hoped would be the best case scenario, or just what was probable. First we were told... what 2-6 weeks? But with the additional, "but it will probably be somewhere in the middle.

    Then we are told the 32GB Blue was coming in first (the one I ordered), and the ship date was changed to 1 - 2 weeks (at the time that was posted, it would have been the equivalent to week 4 - 5 of the original window... but that came and went... and on and on it went. It's like you were telling us what you hoped would be true, based on what you knew. Like you wanted too much to say what would make us happy.  And the above statement is just more of the same.

    When you say " it is possible that your device has shipped and we have not yet updated our system", you are just dangling another carrot that may very well not be real. After having this done a few times, it gets even the most patient people, well, ticked off.

    If you had only told us it would likely be mid September, then you would have been a miracle worker if it came in early. When I am told the model I ordered will be the first one shipped, then I see others who ordered after me, have already received theirs, I go "WTF".  If you had instead reminded everyone you were a small company, and were working hard to get these out the door as they came in, some models sooner than others, I would have nothing to "WTF"

     

    I think it's great that you guys have such open communication with your customers, but I think if you save telling everybody what is going on until after the fact (or at worst, "It is something we are actively pursuing"), then you can avoid a lot of angry/anxious customers.

     

    I know I'm being very pedantic, but I really hope I've been helpful too.

    I really am looking forward to joining the Ting family, and I can't wait to play with my new S3,  I haven't bothered telling my daughter when her S3 should be coming in, 'cause... well, I kinda explained why already ;)

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  • Or to just rephrase all that blather more succinctly:

      Keep making false promises, well intended or not, and you're just going to piss people off. Only tell people you have a fish in your hand when the fish is there. Don't tell everyone "I'm going to give you a fish", after you've just seen it in the water.   

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  • Hi Troy,

    The truth is that we do our best to deliver exceptional service, but have to accept that we are not perfect. We strive for perfection, but we are human! :) I certainly appreciate the fact that you have been patient, and that you are anxious / excited to get your devices.

    I have tried to be clear around the fact that we have had a tremendous response to our offerings, and that there have been some challenges for us in dealing with that growth. That in no way is meant to be offered as an excuse for any issues you might have, but more of an explanation.

    We certainly NEVER would make false promises intentionally, and we take that quite seriously.

    I think you have some valid points from your perspective that I appreciate you sharing. I think there are a few lessons for us from this, and I want you to know that we will apply this learning in our future operations.

    I hope that is not too pedantic. :)

    Thanks for taking the time to give us feedback. I look forward to having you as a customer!

     

    Best regards, ~s

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  • This is a practical matter of helping customers answer the question: should I still be standing by at this point, or has something gone wrong with my particular order that requires a call to Ting support?

    Ting made various statements in blog and forum posts last week that resulted in the following expectations (at least for myself):

    • Every Galaxy SIII that was ordered prior to August 30 has shipped now. Shipping notification may not have caught up. This is based on the 9/13 "Device Update" blog post which said enough stock had arrived to cover all orders that were older than the previous 2 weeks. It is also based on Ken Schafer's 9/15 forum posts stating "The Galaxy S III is now in stock and shipping normally."
    • Every Galaxy SIII that was ordered from 8/31 through 9/13 should be shipping at least by today. This is based on the 1-3 day "ships in" detail that appeared next to Galaxy SIII phones on the Ting devices page effective 9/13. To me, "shipping normally" means a company is in stock, caught up on all pre-orders, caught up on shipping notification, no shipping backlog beyond normal handling time.

    I think any customer who ordered a Galaxy SIII on 9/13 or earlier would reasonably be expecting to receive a shipping notification from Ting today.

    Thank you.

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  • I think the colloquialism you guys are looking for is, "the road to hell is paved with good intentions".  Scott is clearly trying to do the right thing, but is inadvertently making it worse for some folks.

    Personally, I just want to know when mine shipped 'cuz I'm going to be doing support for my family in the hospital this week.  If it hasn't been shipped then there isn't much reason a need to swing by my house much.  (Plus, you know, hospitals are boring and playing with a new phone would greatly help pass the time!)

     

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  • Hey Guys,

    I kind of don't want to chime in here, things seem to be going a bit south, but let me give it a try.

    There is definitely truth to what is being said here. There has been a bit of miscommunication/misunderstanding here with the whole pre-order shipping situation. I was definitely expecting to hear something more solid about my Galaxy SIII by now, and it kind of sound like the whole two of the first 200 pre-orders to get your device purchase price refunded thing, where Ting with the best of intentions jumped the gun a little. But I think we can push this toward the learning curve for Ting. Like stated previously, they are a small company growing. And with all the success (more customers jumped on the awesome train that is Ting), Ting may be being pushed to grow even faster and bigger sooner (good news, right?). No, that is not an excuse, but a reasonable explanation/fact to keep in mind. With that being said and learning curve aside, I personally I think this shouldn't happen again. They had their learning curve for this issue, and if I learning anything from past blogs/forums on this site, they will learn (quickly) from their mistakes and strive to be ever better. For me, and possibly many of you guys, I didn’t just pick Ting for their alterative business model, to save money, or escape the crutches of the Big 4. I pick Ting for theirs amazing Customer Service that people have been rambling on about. That, CS, is the key factor that sold me to jump from another poorly run, let’s say $19 MVNO. So Ting, the ball is now in your court. If we chalk this up to a learning curve, we now have higher expectations that, if from what I read in the past, you guys will not only achieve, but to strive to.

    On another note, I was wondering if we could get more information on the whole shipping notification situation. Is it just the notification and tracking that is backed up, or like the whole new phone assignment thing? The reason I ask is because if it is possibly the assignment thing, isn't it going to cause more problems? For me, my account shows only that I have a device on order and billing is only on "processed". But what happens if people do get their phones, their accounts are like mine (you guys haven't caught up yet), and they try to activate their phones? Will they be able to activate their phones (online themselves, or call CS [that going to be a lot of calls])? And sort of on the same note, understanding Ting's system needs to catch up, I have been checking my bank's website to see if Ting put the final charge on my card as an indicator of if my phone is on its way home to me. So, highly unlikely that Ting would sent out my phone then bill my card (meaning I'm not one of the lucky ship now, update system later recipient), grasping at straws - is that part backed up/having problems too? Like I said, just wishful thinking on my part, but here’s hoping. :/

    Personal note, I’m seriously trying not to go insane wait for my phone too. :) And can wait to finally be on Team Ting and speak from first-hand experience. Also, I’m not trying to step on anyone’s toes here with this post. Like I said, truth to what was said, and people have a right to vent a little and make sure they are heard and progress is made. I’m just trying to help move things forward. Mistakes made, let’s see how they can be fixed and rectify the situation.

    Sorry if I'm not 100% clear in this post. Coherent, clear statements and I have a unique relationship (maybe the reason for length, Sorry, again).

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  • Speak of the devil! A couple of hours after writing my message above, I got a ship & charge notice from ting letting me know that my S3 shipped today!

    Of course I had to run the tracking number. Fed Ex picked it up on friday. So not just platitudes that they were backed up! (not that I really expected that, but nice to have independent confirmation!)

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  • Yeah, I got my email a while back and they shipped mine on Friday as well. I ordered at the very end of August so I believe them when they say they were up all night Friday night getting the phones shipped out. I think the situation could have been handled better all together but they made up for it by putting so much time in on Friday. I honestly believe they did it because the wanted us to get the phones, not just because people we're getting antsy. Good job Ting!

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  • My husband just received his 16GB blue today from his order on 8/10. Shipped from El Segundo on Friday and we are in LA, but he hadn't received a shipping notification. I'm still waiting on my 16GB white which was ordered on 8/2 :P

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  • Oops, that should say "from his order on 8/5", not 8/10.

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  • What concerns me is I have an 8/2 order for a blue 32GB, but I see no evidence of an attempt to charge. Are you guys shipping them before attempting to bill? Or did you not actually get all of the older orders out? Are you actually shipping them in the order that they were, well, ordered?

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  • I can confirm that they are shipping items before capturing payment (remember though, they already have the pre-auth on the card). I'm can't answer what order they're going in, though. Mine was a 16GB Blue and I ordered it very late August and already have my shipment email.

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  • Amy, call them! My daughter's order, from Sept. 9th (Blue 16GB) shipped Friday (received email today), but my order from August 3rd... I heard nothing. 

    After seeing everyone here say they got their notice, I decided it was time to call about my phone (Blue 32GB). And it's a good thing I did, 'cause I got called back an hour later with a "Whoops sorry, we messed up" call. The lady told me it should be shipped out by tomorrow. I'm not holding my breath.

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  • Well, too late for that. I just saw Troy's post, decided to give them a call... their hours end 6 minutes ago. :(

    I did submit a ticket, earlier today, so.. maybe something will come of it.

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  • And there's the notification. Alright.

    I can sit and wait from here on out, but I'd like to offer the feedback to Ting that this wasn't the best setting-of-expectations. Still, hopefully very soon I'll be able to finally be done with my old provider.

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  • Aaaannnnnnd, just got my notice too! I'm with Amy, not the best of first experiences, but I am looking forward to saving a lot each month. Also, it's nice to see when they do screw up, a phone call/ticket submission gets quick results. And they really do answer the phone right away. In my mind, the recovery exceeded the misstep.

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  • I ordered my 16GB (Blue) on 8/2 and can't wait to get it! Hopefully mine shipped out on Friday as well, I haven't received my notification yet. I saw a UPS package at my door yesterday and was really excited until I realized it was a book my wife ordered. Such a let down.  

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