#Ticket 105456

1 messages · Page 1 of 1 (latest)

pure bay
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Ticket Number: 105456
Ticket Date: 12/10/24
Last Action Date: 12/16/24
Product: N/A (Skylights, I guess?)
Symptoms: Placed an order for 3x "3x Skylight + Sense+ Remote" bundles (e.g. 9 skylights total), only received one box of 3 skylights. Packing list shows 3x 3SL box SKU. Support says they're trying to file a claim with FedEx, but there's no indication this was a FedEx mishap. Shipment facts from FedEx show:

  • one box (no additional tracking numbers within Shopify, nor does FedEx show this is a multi-piece shipment)
  • weight 11.3lbs (Skylight 3pk box is 9lbs)

I recognize it hasn't been 14 days yet - preemptively escalating as it seems like troubleshooting has gone off the rails and FedEx's claim process is super unlikely to fix this.

pure bay
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Forgot another detail to this (should be in the ticket already) - support had asked about whether the box got delivered to a neighbor, but my apartment has a package locker where everything is stored. Neither the locker system nor the dropoff photo from FedEx show a second nanoleaf box. Again, extremely unlikely that FedEx was at fault here - "all carrier decisions are final" suggests that Support is incorrectly stapling accountability to FedEx instead of the warehouse.

pure bay
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It's now been 14 days since NL last updated my ticket - so far, no signs of any attempt at resolution other than expecting FedEx will make this right. (again, seems spectacularly unlikely they'd lose two packages on the same shipment, when FedEx has no record of those two shipments existing in the first place)

I would like to avoid having to escalate this to a payment dispute with my credit card company.

pure bay
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Just got an update from NL support indicating they're continuing to wait for FedEx to approve the claim, and used verbiage that implies further action from Nanoleaf is predicated on the FedEx claim being approved.

Again- I'm not sure what Support is expecting in filing a FedEx claim under the pretext that an 11lb package (delivered successfully) was missing two 9lb boxes that couldn't have fit in alongside the other contents of this box:

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alpine relic
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Ticket 105456

pure bay
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@alpine relic This ticket was closed for "inactivity" even though NL committed to providing an update on available options by end of week.

You agree that it's "ridiculous" that this matter isn't resolved now; I would appreciate that agreement to crystallize into some action with Support.

I've filed a case with Visa at this point. The last month has been a completely unacceptable disregard for my time and money.

alpine relic
pure bay
alpine relic
pure bay
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The broader problem of "warehouse mis-picks are getting the run-around by Support" would warrant that level of engagement, IMO - you now have multiple users on this discord reporting the same problem, so no need to engage with Redditors

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I would even surmise that this is a specific 3PL warehouse since everyone's reporting problems in American English and I can't imagine NL has more than 2 or 3 warehouses in NA (the warehouse that fulfilled my order was in Reno)

alpine relic
pure bay
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Looking at the Skylight box, there's no (visible) serial barcode - my guess is that Smart Warehousing is scanning the same box 3 times because it says "3" on it

alpine relic
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I would think there might be a third that is east if the Mississippi river.

pure bay
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and if they're scanning the SKU barcode, those would be the same for all 3 boxes and therefore no visible indication that they're doing something wrong

alpine relic
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That box should have 1 master and two slaves.

pure bay
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Right - what I'm saying is that the barcodes on the outside of the box (i.e. the thing that someone would be scanning at a 3PL to mark "I put this thing in the box") only has the SKU and some other date code on it. There aren't serials for the individual 3 panels inside the box, nor is there anything that appears to uniquely identify that 3x Skylight box (unless I'm misreading the label)

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If there were serials on the outside of the box, the warehouse would be able to easily identify when someone scanned the same box twice/3x (instead of just scanning it once)

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What this also means is that there's no way the warehouse would have any record-keeping that they picked the "right" quantity of boxes - therefore Support going to the warehouse (and spending a week waiting for the warehouse to shrug their shoulders) is just wasting customers' time

(unless they're trying to audit this based on stock-counts... with the quantity of product y'all move I can't imagine that'd be of any real use)

pure bay
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@alpine relic not sure if you already lit a fire under someone for this ticket, but support finally got back to me Sunday morning - nevertheless, this type of issue should not have:

  • required the number of end-runs with support as my ticket did
  • occurred as frequently as others in this Discord, /r/Nanoleaf, etc. are indicating (even with increased order traffic for Black Friday/holidays)

Looking forward to what the CoS has to say about all this.

alpine relic
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This was a warehouse issue and Nanoleaf is fully aware of the problem. I don't know what caused it or how it will be prevented in the future but I'm told it has been solved and that there will be training for support staff to alert management should any new issue arise.

I will make sure everyone that reported the issue here will be fixed within 18 hours.

mellow torrentBOT
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hmmwhatsthisdo has been warned

Reason: Bad word usage

pure bay
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@alpine relic replacement package arrived. The warehouse did the same mistake again. Replacement order (239036US) was supposed to include 2x 3qty SL boxes, packing list says 2x 3qty SL SKU (matches), shipping box has only one 3pk box.

I wish I was making this up. Can you reach out to the Chief of Staff immediately and have someone who isn't a support rep take this case over? Happy to provide contact info if non-Support staff can't see emails in Zendesk.

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@alpine relic I'm updating the ticket now with information but I'm SHOCKED that this happened twice in a row. This is an absolutely ridiculous lack of accountability and the communication between Support and the Warehouse team seems to be totally broken.

pure bay
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I was hoping to call my bank and close the chargeback case with Visa today, but I guess that's going to remain open until someone makes this right. 🙃

pure bay
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@alpine relic I can't even engage support interactively anymore because chat is offline... :\

alpine relic
pure bay
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Photos of the second box and its obviously-missing product are, again, on the zendesk ticket

pure bay
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also: getting a coupon code as a "whoopsie we're really sorry" without any meaningful indication from NL on what, if any, steps were taken to prevent this doesn't really suggest anyone involved here is particularly interested in addressing the root cause.

given the same problem immediately happened again, those steps (if any were actually taken vs just lip-service) were clearly insufficient.

pure bay
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Well- another comped order confirmation just hit my inbox with ship method "warranty", so that's progress I guess. Maybe this time it'll get something other than standard ground shipping too.

Still looking for insight on what your contact has to say, GW. The sequence of:

  • problem occurs
  • customers report problem
  • management claims problem is fixed
  • problem occurs again
    speaks volumes to NL's internal organizational functionality