URGENT UPDATE
Our International Warehouse based in Hong Kong has been affected
by changes in Hong Kong Customs policy. The new Customs Department
policy is to inspect ALL parcels leaving Hong Kong (not just
HobbyKing) and is refusing to accept shipments containing certain
items.
This has caused two major issues that I wish to
address:
Issue One
All orders containing lithium-based batteries that were placed
between the 23rd of September and 2nd of October have been refused
by customs and are being returned to our shipping dock in Hong
Kong. Some orders not containing these items could also have been
affected. This has also caused further delays to orders containing
these items due to the backlog.
To remedy this, we at HobbyKing are upgrading all returned shipped
items to a premium courier provider that will deliver your parcels
to you shortly.
Issue Two
Due to the above issue, our Customer Service channel has been overwhelmed.
This means that unfortunately all customers will have difficulty
contacting Customer Service and for this we sincerely apologise.
If you are trying to contact customer service, please know that we
WILL get back to you as soon as possible. To improve efficiency
and improve response time, we request that you create just ONE
support ticket. Your help on this matter is greatly appreciated.
To ensure that this does not happen again, we are:
- Integrating SCS Express as a shipping option
from Hong Kong to Europe. SCS have their own in-house Customs
officers which will streamline the process and ensure faster
dispatch and delivery.
- Establishing another Customer Service Centre in the United
States which will be staffed by modelers and will be able to
answer all technical product enquiries. This is in addition to our
two other Customer Service Centers.
- Expanding our existing EU warehouse so that
more customers can enjoy lower shipping costs and receive their
orders quickly.
- Negotiating with different shipping companies to be able to
offer a complete range of shipping options.
As you can see, we are urgently taking steps to fix this issue. We
have all hands on deck packing orders and answering emails (from
Senior VPs to secretaries to janitors) to ensure that this backlog
is met. We expect to be up-to-date within the a couple of weeks.
Please know that we strive to provide you with the best possible
service. We regret any inconvenience or frustration that you have
experienced.
Your patronage is important to us, and we hope that you will
continue to give us opportunities to serve you.
Sincerely,
Anthony Hand
President
HobbyKing
le point positif c'est qu'ils vont mettre plus de chose sur
l'entrepot européen
le moins c'est que ça sera un poil plus cher (mais plus de question
sur douanes ou pas)
au final plus clair sur les prix et moins de risque d'avoir à payer
de la TVA sur les taxes
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