HK Apology

HK Apology

PostAuthor: gash » Fri Oct 11, 2013 2:49 pm

An email received by a member of another forum :


Our International Warehouse based in Hong Kong has been affected by changes in Hong Kong Customs policy.
This has affected shipping of lithium-based batteries to many countries, but the United Kingdom was not affected.

However, due to this issue our Customer Service channel has been overwhelmed. This means that 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:

- Implementing similar shipping solutions to those offered to our UK customers.
- 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 regional warehouse range and looking to open more regional warehouses so that more customers can enjoy lower shipping costs and receive their orders quickly.
- Negotiating with different shipping companies to once again 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 next 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.


Anthony Hand
"he who dies with the most toys still dies"


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