I spoke with someone from customer support today, and she said the Customer Appreciation Bundle should ship late this week, or early next week. I pre-ordered on August 17th from SmartThings. It sounds like they’ll be headed out soon.
From the sounds of it, they were hit massively by that customer bundle. I’ve seen quite a few people talk about receiving theirs today/tomorrow, and there are still some devices from the first day of ordering that did not ship.
There are a couple of things wrong here.
First, Amazon didn’t show shipping estimates for these pre-orders. They simply said you could purchase it and they’d ship it, charge you, and email you when it’s released. And they’d send an email as soon as they have a shipping date. Amazon didn’t update the hub with the Oct 1-Dec 15 shipping date until 9/3. Everyone that ordered from Amazon got the same email update and can verify. That’s well after most of us pre-ordered. So, no, you didn’t choose to order from ST because of the shipping dates if you ordered on 8/18.
Second, if you spend just a little time browsing this forum, you’ll see that even the guys from ST were telling us just last week, on these boards that you’re posting to, that the Oct-Dec dates were wrong and that Amazon would be shipping the hubs starting this week. That’s obviously not the case.
In no way are they “living up to when they claimed they would ship.” Sorry.
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@ALR, I agree, his date math is off. We’re all itching to get our Pre-Ordered V2 Hubs, but the ball hasn’t exactly been dropped by the ST team. ST is sending their orders out and working through the list. Amazon will do what Amazon will do. ST can only influence that so much, and that is probably not a whole lot.
I ordered a hub as soon as I got the announcement, and for some silly reason ordered it via Amazon. My bad, now I have to wait for a middleman. Still anxious, but ST isn’t to blame.
You have no clue who is at fault or if ST has even shipped to amazon. Thier communication about what is going on with Amazon has been horrible. Just last week they said amazon would ship this week. Never did they say or acknowledge shipping to amazon. They just are blaming amazon and saying its their issue. I’m still not convinced they have sent anything to them. I’m getting really frustrated they are not telling us a thing.
I agree that ST is not completely responsible for the ambiguity of the Amazon ship dates, but they are completely responsible for the misinformation given to the people that ordered through ST directly. I ordered the first “appreciation” bundle on Aug 17 directly through ST. On the 3rd Ben was saying they would ship that day or the next day. When that timeline came and went, then it turned into 5-7 days, which has now also passed.
My card had the second $99 hold put on it on Monday, and was released yesterday without a charge (yet?). My status has shown “Complete” with a ship state of “Ready” since Tuesday. I however am not one of the lucky ones to have gotten the handful that did get shipped, and am now in the same timeline that was given to the people purchasing a hub through ST on the day of release.
This ridiculous run around and misinformation about the shipping is seriously annoying. I have no problem waiting for my hub, heck I already chased the V2 carrot since the original announcement, I can wait a couple more weeks, but if they didn’t know when they would ship then just say that. Or if most won’t go out until the end of the month, make that be the given time frame and just have customers be happy if they get theirs earlier. I just want an accurate shipping timeframe.
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ordered 8/20 and still on backorder.
Anyone know how i can update the card details SmartThings have on file, my card was compromised and cancelled after i placed the pre-order, so if they try to charge that one it’s going to be declined? I can remove the old card from the order but i can’t see any way of updating it/adding a new one?
Thanks!
Still have not received my hub. Status was updated to ready for shipping. I guess @ben was not accurate in the shipping dates. Ordered within the first hours of the email Bummed!
I am actually in the same predicament. I pre-ordered using a card, saw the temp authorization, my card had some fraud so it was closed. My current status is pending, not sure if that has any relevance. I was thinking of just waiting it out and see what happens. I don’t want to potentially lose my place by updating my CC. Not sure if a prior pre-authorization will allow the charge to complete.
Contact shop@smartthings.com to update your card, that would be my first suggestion.
2nd charge cleared PayPal last night and I got the shipping notification this morning V2 will be here tomorrow.
If smartthings were sitting on 10K units, wouldn’t they have sent Amazon a couple of pallets knowing fully well they are only capable of shipping ~200 a day. And if they really did have them, wouldn’t they have started boxing, charging cards, and labeling boxes before launch. Or subcontracted out their orders to Amazon, or hired temp workers…
None of this happened, they are slow rolling due to no stock.
As far as the bundles go, they don’t have all the bits in stock to ship the “kit”.
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I’m agree completely. I have tried to be the voice of reason right along . Some of these people are just part of the Y me generation and would complain if @Ben showed up at their door and installed it himself because he didn’t call first.
When I placed my order expected delivery was mid-September. Tracking shows delivery will be on 9/12 . As far as I am concerned ST has delivered as ( if not BEFORE ) promised.
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I agree @RLDreams. People want to ask for updates and frequent communication, they also need to understand that means the information will be somewhat fluid. If ST is only going to communicate info that is guaranteed, they will be quoting things like Amazon, like a 3 month delivery window. Stuff happens, move on!
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What bother me is that you see people that ordered on 9/4 that have received their hub. I ordered on the 18th. I don’t think waiting a week and and ask for an update is unreasonable.
This isn’t as designed. Have you contacted support? Can you send a note to them with your order ID and ask for Ben? We’ll figure out what is going on.
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Thanks @Ben. I will do so toady.
Oh and let me know when you be showing up at my door to do the install. Sorry could not help myself.
Much appreciated.
Same. Ordered on 8/18 and still says “Backordered”…should I do the same thing and send an email?
Same situation @ben I sent an email to support referencing your post - hope that’s ok