Essential Order and Shipping Thread

[ChuckG73]

I do not understand what is going on. I reserved the phone, paid in full as soon as I got the email on the morning of the 16th, going on 13 days tomorrow and no shipping email or anything..... now individuals that bought on the 23rd are getting shipping info.... what is going on?

 

[bhatech]

I do not understand what is going on. I reserved the phone, paid in full as soon as I got the email on the morning of the 16th, going on 13 days tomorrow and no shipping email or anything..... now individuals that bought on the 23rd are getting shipping info.... what is going on?

If you ordered camera then nothing going on, we are all waiting for them to ship them as a bundle (unfortunate).

If you only ordered phone on 16th and haven't ordered camera after that, then yes you need to freak out

 

[bhvol]

I do not understand what is going on. I reserved the phone, paid in full as soon as I got the email on the morning of the 16th, going on 13 days tomorrow and no shipping email or anything..... now individuals that bought on the 23rd are getting shipping info.... what is going on?

Chuck I don't think anyone at Essential wants to admit there is a problem until they fix it. Rubin got them in trouble trying to be a big shot with Walt Mossberg. I don't think he had any idea how long it would take to get product out the door and screwed it up. This is probably what caused some of the management departures. They could see the dysfunction and wanted no part of a botched roll out like this.

It appears they are using a completely random fulfillment for orders. Many pre-order/reservation folks will get their phones at the same time as joe public walking into a sprint store on Friday or someone ordering on a whim last Friday. Essential's hope is that this will die down like Note 7 disaster.

 

[msp1518]

Where are you going?

China! Yay.

 

[msp1518]

Could this be any bigger of a disaster? We may be witnessing a company self destructing before their first product is launched.

 

[bhatech]

Chuck I don't think anyone at Essential wants to admit there is a problem until they fix it. Rubin got them in trouble trying to be a big shot with Walt Mossberg. I don't think he had any idea how long it would take to get product out the door and screwed it up. This is probably what caused some of the management departures. They could see the dysfunction and wanted no part of a botched roll out like this.

It appears they are using a completely random fulfillment for orders. Many pre-order/reservation folks will get their phones at the same time as joe public walking into a sprint store on Friday or someone ordering on a whim last Friday. Essential's hope is that this will die down like Note 7 disaster.

I actually don't mind if we were receiving the phone this Friday but unless they ship it by Wednesday chances are we are looking for delivery next Tuesday or further given Monday is labor day holiday. Hoping they ship our phone+camera orders by Wednesday.

 

[ChuckG73]

I only ordered the phone on the 16th. I ordered the camera on the 24th.

 

[echau]

If you ordered camera then nothing going on, we are all waiting for them to ship them as a bundle (unfortunate).

If you only ordered phone on 16th and haven't ordered camera after that, then yes you need to freak out

Ordered early morning on the 16th, no camera order afterwards, and no shipping still.

I received this email from Poonam this morning:

"Thanks for writing in. Trust me I get your frustration! I will absolutely update you once I have more details but give me a bit of time! I am sorry, but I'm doing everything to help you out, but I am only in support. We are still processing orders you should receive a confirmation by today. Orders were shipping out from Saturday, it was the weekend however and you should be receiving your confirmation."

And of course I didn't receive any sort of shipping confirmation today.

 

[fernandez21]

I only ordered the phone on the 16th. I ordered the camera on the 24th.

When you ordered the camera, they attached it to your phone order in order to get the $50 price and will ship both out at the same time.

 

[bhatech]

I only ordered the phone on the 16th. I ordered the camera on the 24th.

Yes welcome to the club of phone+camera order waiting to be shipped even through we were one of the first to reserve, order etc.

 

[echau]

Also got some responses from Ana:

"Thanks so much for providing me with that information as well as your feedback; it's truly appreciated. We will be sure to improve upon the aspects you have referenced in your previous message. In regards to your order, at this time, this order has not been pushed to the warehouse so it is currently pending that push. This is why an email has not been sent out just yet as right now it is currently pending fulfillment. Once it has been sent to the warehouse and assigned a tracking number, you will receive another email with that information. If you have any further questions, please feel free to reply back, I'd be happy to help. Thanks again for your time; it's truly appreciated. Have a great day!"

And then:

"Thanks so much for your reply; while I'm not able to provide a strict ETA, we are anticipating this order to be pushed later this evening so it may begin the fulfillment process. Once it has been fulfilled, as mentioned, you will receive another message with tracking information. If you have any further questions, please feel free to reply back, I'd be happy to help. Thanks again for your time; it's truly appreciated. Have a great day!"

Although customer service has been pretty terrible the past week or so, they have been somewhat responsive (to me, at least) this evening. Basically I still have no idea when they will ship my phone, but they're working on it, unless that's just another generic response?

 

[1901Madison]

This is a complete disaster. Essential is looking very bush league.

 

[PhiPsi32]

If the phone is that good, Essential will get past this. If the handset is "meh", they're toast.

 

[maverick96]

This is a complete disaster. Essential is looking very bush league.

From the reviews I've seen, sounds like they're toast.

 

[anon(661246)]

essential needs to hire a third party consultant group to come in and fix the issue with logistics and leadership

 

[bhatech]

Couple of people on XDA reported receiving tracking number now for phone and camera orders... Looks like tracking info is being sent. Hopefully everyone receives one before tomorrow morning.

 

[Guy Katz]

is this CS person stupid or what?

Poonam (Essential Products, Inc.)
Aug 28, 08:22 MST
Hello,

Thanks for writing in. I do understand your question, however since the Essential Phone is not released internationally I am unable to answer questions in regards to the device since we are not released in international markets.
Sincerely,
Poonam
Essential Customer Experience Team


guy
Aug 28, 06:48 MST
You did not understand my question.
My friend is from new york(USA) is flying to my country on the 7th. He will buy the product. What are the chances he will get it by the 6th if he orders it now.
Thanks.


Poonam (Essential Products, Inc.)
Aug 28, 06:45 MST
Hello,


Thanks for writing in. The international release of the Essential Phone will be announced at a later date. Further information regarding availability will be announced on Essential.com. Please be sure to keep an eye on our social media channels for these announcements!
Sincerely,
Poonam
Essential Customer Experience Team


guy
Aug 28, 01:39 MST
Hi;
So here is the thing.
I have a friend in NY flying to visit me in my home country on the 7th of September.
Is there a way to guarantee that if I buy the phone today from your website, I will get it to NYC until the 6th of September?
I appreciate you help.
Thanks.


Poonam (Essential Products, Inc.)
Aug 25, 08:01 MST
Hello,

The Essential Phone is available to purchase now, not pre-order. The Essential Phone ships out within 7-10 days of purchase. Have a great day!
Sincerely,
Poonam
Essential Customer Experience Team

 

[bhatech]

Can confirm... Just got email from Essential with FedEx tracking number ... Finally

Camera+Phone order but email says package contains phone only. Could care less when the camera ships which caused all this delay. All I care is the phone and at least will get it before end of week... What a ride !!!

 

[fernandez21]

Nothing here yet.

 

[dpackerz]

I sent a "What the hell" email (more polite though), and a half hour later get a shipping confirmation email with tracking number. Maybe they needed a reminder of who ordered?