Shipping time table?

So this is from the Terms and Conditions: Orders received before 3:00 PM PST are usually processed the same day for product build. Products are shipped only after build which can take up to 15 days on a standard basis. Your order may be delayed if your ship to address does not match what your credit card issuer has on their file.

Some orders that are shipped from fulfillment warehouses may require longer for the item to ship. We may also ship the orders with multiple items from different warehouses so it is possible you get the items on different days.

Due to the many circumstances such as unable to charge your card or verify your address, we cannot guarantee when your order is shipped out. Also if you choose next day air service, it does not necessarily mean you will get it the next day from the order date, it means that you will get it the next day from the date we ship the order. Digital Storm reserves the right at any time after receipt of your order to delay your order for any reason.

It honestly varies for everyone, now if you are getting the Vanquish which is prebuilt then it will probably ship within the 72hrs because they stress test it beforehand and probably before they ship it out just to be safe.

Edited by ArkansasWoman777 - 09 Jun 2014 at 2:54pm

The Vanquish II

Thanks everyone, this is my first post here and I am definitely satisfied with the results!

Originally posted by DS2014 Ugh, I relied on the information found on this thread coupled with the "ship within 72 hours" advertisement on the DS webpage before deciding to go with Digital Storm. Despite promptly getting an e-mail that said my Vanquish II passed all the tests and would ship within 0-1 days, I still don't even have a tracking number. After a lengthy attempt at contacting DS and only only to be met with voice mails and busy signals, I finally got a representative (in sales), who told me it could take up to 15 days! When I asked why I was told it would ship in 0-1 days, she said that doesn't mean anything because it is automated response! Regardless, she didn't know where my tracking number was, was not sure when it would post, and could only say that the shipping department has not been replying to their messages and must be backed up Nice...

I'm sorry to hear that. I emailed customer support when one of my digital download codes didn't work, and they replied that day and gave me 2 codes and the original that was flawed. They were very helpful and quick with their response.

I ordered one, too. Unfortunately it appears that they did not hit the 72 hour mark. I ordered it this last Tuesday (June 24th) early in the morning. I even called my credit card company to make sure the charge would go through, which it did Tuesday morning.

Got an email Tuesday around noon that payment was accepted. I hoped this meant the machine would be shipped Thursday or Friday.
I too got the email that said 15 days and I sent in feedback for clarification. I got an email from Walter on Wednesday and he said I had priority shipping and that it would ship out within 3 business days.

That should have been Friday at the latest, but it still shows as stage 7 with no tracking #. I think they would be better off putting "MOST ship within 72 hours" rather than having a customer expectation that they may not meet.

This is my first dealing with Digital Storm. I love their website, all the focus on quality, the fact they are based in US, and that it seems to be a good value for the money (I compared with NewEgg, Ibuypower, etc). But my initial excitement at ordering a new system has been replaced with confusion because I have no idea when it will ship. I guess I have been spoiled by Amazon where you can track your order at ever step of the process.

ArkansasWoman777,

No, I didn't call as I figured it would ship right at end of business on Friday. Maybe it shipped, and the order mgmt system wasn't updated, maybe it didn't ship. But by the time I realized that it didn't show as shipped, it was past 5PM their time so I didn't bother calling.

Plus, since I had the email correspondence with them earlier in the week I figured that was all I needed to do.

It was just so disappointing. As I'm sure you can appreciate, getting a new gaming system is an "event" and I was SO excited to be getting one and was really happy that I found Digital Storm. Then when that first email came that said 15 days, the confusion set in and it has been downhill since.

I hope you are right, and that it ships Monday!

Bprat does have a point on the shipping companies not shipping on the weekends.

@Ben4jammin,

I'll be more than happy to help! We received and processed your order on the 24th (Tuesday) and it finished Stage 7 (QA Pass) on the third business day (27th - Friday).

There are two possibilities: it appears that it might have gotten to shipping too late in the day for it to actually go out OR it shipped but FedEx/UPS have not sent us a tracking number back by the time we closed our shipping system.

The 15 day estimate you received via email needs to be corrected, I've informed our developer team to ensure VANQUISH customers do not receive the 15 day estimate, that's for our normal custom (build-to-order) systems.

We’ve been fairly good at shipping systems before the 3 business day estimate, however recently we’ve been very busy with a great deal of orders. I’m sorry for the delay, this is definitely not something that will remain an issue for long, Management has added new hires to help prevent any backlogs.

I will personally email you on Monday with an update as well. Feel free to email me at any time: [email protected] and have a great weekend!

Edited by Alex - 28 Jun 2014 at 9:49am

Hi PcKiller...  If you selected Freight, maybe strapped to pallet, yours is a lot different than standard Ground used for the less expensive and less  fragile Vanquish line with no water cooling, etc.  You have Hailstorm with water if I'm not mistaken.    Standard ground is UPS and FedEx but Freight is a separate freight company that DS ships once a week or so. 




Edited by bprat22 - 28 Jun 2014 at 10:39am

Hi PcKiller,

I did address this previously with you, I'm not sure why you feel we did not use UPS to ship your system via Freight? Please review the attached image at the very bottom portion of my post, it's the same thing I see when I go to UPS Freight and track your package with the tracking number I sent you.

If UPS is using other trucking companies internally inside their business, we have no control over that. Plus, this is FREIGHT, which is a lot different than a traditional package as it involves the computer being strapped to a wooden pallet. The shipping service you selected does not state it will go via FedEx or UPS either.

All freight shipments normally go out on a weekly basis as we have to request a large freight truck (18 wheeler) to come by and pickup all freight shipments. They normally do not come to just pickup one single pallet. This procedure is something all other customers have experienced that order freight, it's nothing new. Our status updates now also reflect this notice as well when customers log-in to the "My Account" section of our website (thanks to you for your feedback on this ).

Moving forward, please feel free to email me or post in your thread that's in the "Customer Service" section as your reply isn't related to the VANQUISH II status update topic in this thread. I'm always more than happy to help!, have have one awesome bad-ass PC on the way!

Originally posted by Alex Hi PcKiller, I did address this previously with you, I'm not sure why you feel we did not use UPS to ship your system via Freight? Please review the attached image at the very bottom portion of my post, it's the same thing I see when I go to UPS Freight and track your package with the tracking number I sent you. If UPS is using other trucking companies internally inside their business, we have no control over that. Plus, this is FREIGHT, which is a lot different than a traditional package as it involves the computer being strapped to a wooden pallet. The shipping service you selected does not state it will go via FedEx or UPS either. All freight shipments normally go out on a weekly basis as we have to request a large freight truck (18 wheeler) to come by and pickup all freight shipments. They normally do not come to just pickup one single pallet. This procedure is something all other customers have experienced that order freight, it's nothing new. Our status updates now also reflect this notice as well when customers log-in to the "My Account" section of our website (thanks to you for your feedback on this ). Moving forward, please feel free to email me or post in your thread that's in the "Customer Service" section as your reply isn't related to the VANQUISH II status update topic in this thread. I'm always more than happy to help!, have have one awesome bad-ass PC on the way!

I just hope it is NOT going to PTT as that is Pratt Kansas. Only half way to my house, as it shows on what you said was what you see when you use the tracking number you gave me in the last post to me.

I reason I am like this is cause I wanted the PC on a plane is to keep it from bouncing around in the back of a truck.

As for why UPS is using other companies is beyond me! I have seen so many doubles and triple on the highways of UPS and Fed Ex. And I have trouble believing them are running out of trailers.

I am also willing to bet my PC will have problems when it does get here.

And the reason you want to move this thread is so only forum members can see it. Right????

Edited by PcKiller - 28 Jun 2014 at 3:44pm

Correct, Arkansas. Plus, Pratt, Kansas..... what's the chance.

PcKiller, You're a trucker, you understand the ins an outs of freight.  If you wanted your rig on an airplane, perhaps indicating air freight when ordering?  As far as CRST is concerned;  who UPS contracts out with has nothing to do with DS and not something DS has control over.  Ultimately, if there is a freight damage issue it's going to be UPS' responsibility.  You do know, of course, that all of the small package carries: UPS, FedEx and the Postal Service all use each other's services to move all of the packages and whatnot?  Who is physically moving your freight from location A to location B could be just about anybody.

I also think your valid concerns should be moved to their own thread for more visibility and will make it easier to track the conversation.  Customer service threads are forum members, but anyone that interested can become a forum member.

Digital Storm means well, i'm sure they were just trying to save you money in shipping. As it is I'm sure your PC will arrive fine, mine did and it was through the USPS and my pc cost $3,000

Edited by ArkansasWoman777 - 29 Jun 2014 at 9:42am

Hi,

Our team suggested to change from the normal 3 day air to freight because you ordered a high-end system that has a lot of fragile components. Freight shipping is the safest as it allows us to attach the computer to a wooden pallet. The fact that the computer is on a pallet means the only way to handle your computer is to use a forklift or a pallet jack. This way, your PC is not tossed around by the courier's shipping process.

Everything we've done is to ensure you receive a great product. We're on your side here...

I am moving this thread to the "Customer Service" section shortly. We'll keep it open until the situation has been resolved. Thanks!

And as always, feel free to reach me via email at any time: [email protected]