Just sharing my frustration that no updates have been made to estimated ship dates. I've received boilerplate responses from customer support regarding 5x volume of normal orders and restricted staff due to COVID, but there must be a way to calculate a new estimated ship date. Mine still says 12/16/2020.
My husband's (Paul Strahm) customer who ordered on 11/21/20 is still waiting for his 8 puzzles. No movement of delivery at all according to the tracking. Just that a label was created on 12/11/20. Customer is very frustrated as am I.
I am also waiting on a puzzle and I didn't receive any tracking information and furthermore when I tried to contact FAA customer support I still have not gotten a response. I am new to this platform and testing it....and this so far isn't going great. Any suggestions for me are much appreciated.
Jolly---yes I ordered the puzzle and I have been waiting for it for close to a month now. I didn't receive any tracking info so no idea what is going on. I emailed FAA several days ago and no response.
Yes, I heard from Jolly who said that my order was lost and then Jolly just refunded my money. Don't I get a say in this? I ultimately want my image printed. I see that my card has been credited the amount I originally spent, however I'm left with no print. I wish I had been consulted. I submitted a similar order a few days later in December. I responded to Jolly last night to ask if that order had been lost as well. This is really unfortunate. I was very happy with my first order last year.
Thing is, we do not know where it is. So he refunded you, so at least you have your money back.
If you really want to try again, you could re-order. I know that's ridiculous but it's all I have right now.
Shipping has been a nightmare for a lot of companies, and Christmas printing times were very hard to keep up with due to covid making a lot of our production teams very, very low staffed with some areas even having to close altogether.
Thank you Abbie, I appreciate your honesty. I've decided to go with another print vendor for that original order which was lost at FAA. Last night I replied to Jolly asking if my second order was being processed. The invoice on my second order is #1967221. It's a 6" x 8" acrylic print. The support ticket number is #702037. If this order isn't lost I'd be fine with having it printed and shipped, I'd just like an updated ship date estimate if possible. Thanks.
So, Michelle replied to me yesterday telling me my order was not lost, there was an issue with the acrylic printing material. Why did Abbie and Jolly not know this? Or is Michelle the one who's wrong?
Ultimately, I replied to Michelle telling her that I've heard too many different stories from too many different support staff(Allison, Mark, Lorenz, Jolly, Michelle, Abbie). I just want a refund rather than risk my second order being lost for yet another month with no updates and with multiple stories as to why it's not been printed yet.
This is truly disappointing, no it's not the worst thing in the world, far from it, but managing expectations is a critical aspect of customer support. If you keep communication open, you can better manage expectations and you can avoid the rather meaningless "we're so sorry" speeches.
I submitted two print orders: One was an 8" x 12" acrylic print submitted on December 11 2020, the other was 6" x 8" acrylic print submitted December 15 2020. FAA couldn't accomplish completing either of these orders as of January 15 2021.
UPDATE: My husband’s customer who was waiting since 11/21 received his puzzles on Saturday! So thrilled they finally arrived!
On 12/11 a label was created and USPS was awaiting item. The puzzles? Anyway, it didn’t leave Holderness, NH till January 15. I’m guessing that just means the puzzles weren’t printed till the 15th but the paperwork was all ready for when they were?
Anyway, whew, the saga is over for us.
Thanks Abbie for all of the communications on our behalf.
UPDATE: A bit of praise for FAA. Although I canceled both of my orders due to lack of status updates and being a month past expected ship date, FAA did print my first order for free and shipped it. No one told me about this so I had already gone to fractureme.com and paid for a print with them, but I still do appreciate the gesture and we will find a way to use the free print delivered to us from FAA. It's a good quality, full frame print(fractureme only does standard print dimensions) so I do praise the production staff, if only FAA could enhance their communication to customers I'd be more confident in placing future orders. Thanks for the print, it is indeed very nice.
My update on my puzzle order: just received it after more than a month. And it came looking like it had been used for several years, very damaged. I am disappointed but hoping this is just the result of xmas and covid.