HIDEvolution - Order fulfillment time?

Out of curiosity, approximately how long did you guys have to wait from "order date" to "delivery date" when ordering from HIDevoultion? My order has been sitting in "Payment Review Complete" for a week even though I payed through PayPal.

The order status page says:
Processing - Orders paid by Paypal, Amazon Payments, or Splitit (pay with interest free installments) will automatically enter this stage once payment review is complete and will not pass through pending review or payment review complete stage. During this time, a member of our sales staff will check your order for accuracy and may contact you for recommended suggestions and guidance.

I sent @Donald@HIDevolution an email a little while ago to try to get a better idea on how long this takes. I think my expectation for a quick fulfillment were optimistic at best.

 

Yeah no reseller pretty much ever has an order done in a couple weeks unless you have rush shipping and build selected. I would ask Donald what they are waiting for/ how many people are in front of you (as that's most likely what's happening).

 

My fault, I wasn't clear. I meant, I would have expected it to be further along in the process. So far, no reply from Donald to this morning's email request for information.

 

Usually once they actually start the build its fairly quick. Mine only took about a week once they started making it.

 

Unfortunately getting it out within the 5 business days Rush Order period was not possible, so we will refund your $50 for that.

We estimate that we can usually "ship" in about 7-12 business days from receipt of your good funds, or all components become available. This is an estimate, not a guarantee, although it rarely exceeds 12 business days by more than a day or two. This is apart from in transit time that determines "delivery date", which will depend on your location and selected shipping method.

According to our production schedule we estimate that, assuming the build goes well and it passes all final testing, burn-in and final Q.C., it will ship by or before this Wednesday the 8th.

We appreciate your patience and understanding.

Also, please note that I reply to emails within one business day, and Mondays are always the busiest day of the week for us after being closed for the weekend. If you ever need a faster response, please call me Toll Free at 1-888-666-3418 Extension 44 between 9:00 AM and 6:00 PM Pacific Time, Monday through Friday.
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Thanks Donald and I appreciate your response (both here and to my email). Here's the only issue I have (which led to some of the angst) - this part is a bit vague when dealing with customers: "we can usually "ship" in about 7-12 business days from receipt of your good funds, or all components become available. " That leaves a LOT of potential gaps where the order time could drag out

What would be helpful to customers such as myself and others is if you guys could keep us updated when the order is dragging out a bit - like a simple email reaching out saying - hey,we're running a bit behind on this and we expect your order to begin the build phase on "x" date. Since I used PayPal, I think it's safe to assume the funds were there almost immediately so to see my order sit in "Payment Review" and "Payment Review Complete" for several days was disconcerting when not having dealt with you guys before. (As a returning customer (in the future), my expectations will better align with reality - which is a good thing). So, what I'm trying to say is, managing customers expectations with regular updates would be really helpful when it comes to building a loyal customer base I think and cut down on unrealistic expectations from the customers.

Regards, and thanks again for the followups!

 

I have been told that if you sacrifice a laptop to the production gods, that it moves faster.



I did this lastnight.... Lets hope the gods are happy

 

Just wanted to give an update on this.

Donald@HIDevolution was very helpful and understanding. The problem [for me] was my expectations were a bit too high having never dealt with this company and after waiting a bit longer than I expected, I received the laptop and am very impressed with it. Would definitely do business with HIDevolution again in the future. For any prospective new customers looking at buying from them, some extra patience is required if you're used to dealing with quick turnaround. Expect time from order placement to delivery to be around 3-4 weeks.

 

In this Netflix/Amazon Prime world of instant gratification it's hard to be patient, but as you've seen, the results are well worth the wait.

 

Amazon is the biggest culprit

 

This is great news. You getting a refund for waiting so long is right. valkyr has a point there, you need to manage customer expectations with regular updates if you want to make a loyal customer base.

 

Please PM or email me your contact information, and business background, so that I can seek more of your counsel on how to run our business better, and grow our loyal customer base of over 100,000. I sure would appreciate it.
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There's no need to be rude. What he was suggesting is just to update the customer when an order is delayed. I think that is a good suggestion for every company, not just a computer reseller.

Sent from my ASUS_Z016D using Tapatalk

 

I am not sure if you have done business with HIDevolution, especially @Donald@HIDevolution, but what they are doing is apparently working. What ethanharris wrote could come off as coarse. I can ensure you they do provide the best customer service of any reseller, EVEN if you do not purchase from them. Donald has kept dialog with me, months after I was interested in buying a P870DM3/KM1 from HIDevolution, most of which wasn't about the computer but life in general.

The reason why Donald was being sarcastic blunt is that Valkyrr had provided an update about the progress and reception of his order on March 8th and pointed out that his own high expectations were the issue. Then ethanharris comes out of nowhere and says that they [HIDevolution] needs to manage customer expectations to make a loyal customer base. Again, if they have had over 100k customers, they must be doing something right.....

 

@Rynaus - I was sincere. Why do you interpret what I said as being rude? Given that a person has a good business background, and sound advice, we are always open to good suggestions and counseling.

However I must comment that I find it a bit strange that the advice given was by a member who's one and only post came almost a week after the OP had posted "Donald@HIDevolution was very helpful and understanding. The problem [for me] was my expectations were a bit too high having never dealt with this company and after waiting a bit longer than I expected, I received the laptop and am very impressed with it. Would definitely do business with HIDevolution again in the future."

In this case the OP stated his expectation of email response was a couple of hours. When you handle around 200 emails a day, stay on top of the forum, and handle 12-15 phone calls a day, that is not always possible.

I do invite anyone with sound advice to contact me directly...not to just flame openly in the forum.
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+1

ethanhariss's post was uncalled for and not needed. It sounded more like an order telling them how to run their business when we all know that they offer the best customer service and highest levels of quality control.

I cannot count the amount of posts from users saying how impressed they were when they sent an email to Donald and he responded within a couple of hours even though its was out of business hours.

Heck, when I purchased me first laptop which was a P870DM from them a long time back, I was shocked to receive email replies from Ted from HIDevolution at 4AM and I actually sent him an email saying "do you guys even sleep? "

 

HIDevolution is amazing and @valkyrr seems like the level-headed kind of person most businesses would really like to have as a customer. Brother @Donald@HIDevolution is loved by everyone that I know of. Definitely the kind of guy you'd want handling your order. He practices the Golden Rule and handles orders in a manner that he would want his order to be handled if he were the customer.

 

Ok sorry my bad. I should have looked more into the fact that the person above had only 1 post and of course the way he said it was also not right. I couldn't see this on my mobile. I never doubt your excellent support given that I have had a short interaction with you myself while purchasing my laptop. Anyways, it's indeed very strange that ethanharris has only 1 post and someone awarded him 5 trophy points for that Nevermind, my head's not working right as it's too late here and I'm trying to install Android 7.0 update on my phone.

 

Oh god, I hope my order doesnt take that long :/... its currently on parts on order (back ordered) even though I asked Donald if it was in stock before I ordered.
HID customer support is amazing and Donald is one of the most helpful sales guy I have ever seen, but that bit of information about stock is misleading, because when customer orders something that says in stock they usually expect that its available and ready to ship as soon as configurations are done and they dont expect to wait for other parts.

 

Well, you can hope that your order goes into Production state as quickly as possible. However, post that I wouldn't wanna rush. Careful production and testing to ensure maximum performance takes time and expertise. In the end it would be worth the wait

Sent from my ASUS_Z016D using Tapatalk

 

I dont wanna rush and I dont mind the stress testing and other stuff but having to wait for other parts means the information given while ordering were incorrect.
I was told parts order wont take more than a couple of days, I hope thats true..

 

Hey man, I am in the same shoes as you. Been in the "parts on order" status for a week now and still waiting, even though on the configuration page it says it was in stock.

It may be tough waiting but I wouldn't worry about it though. They know what they're doing.

 

Yes you don't wanna rush the building and testing phase. But I don't think waiting for parts will do you any good.