Delay in email | CharaChorder | Page 1

hidden breach Oct 6, 2023, 12:19 PM

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Does the 5-7-day delay in answering email apply to email sent about ongoing problems? If so it would make resolving these problems unacceptably slow. At present I need details for returning my CC1 from the UK, e.g., the land address, and obtaining a refund.

rapid burrow Oct 6, 2023, 12:23 PM

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hidden breach Does the 5-7-day delay in answering email apply to email sent about ongoing prob...

Hey there! You can submit a refund request on your account. Here's the link to our return policy.

https://www.charachorder.com/policies/refund-policy

CharaChorder

Refund policy

CharaChorder is a new class of peripheral device which allows ordinary people to type faster than is physically possible on any keyboard. Users can type entire words in a single motion by pressing all the letters of a word simultaneously. CharaChorder’s internal processor arranges these letters on-screen in real time.

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Please ping me if you have any questions.

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We sincerely apologize for the delay.

hidden breach Oct 7, 2023, 10:09 AM

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Thanks, I might as well get on with it.

hidden breach Oct 9, 2023, 9:24 AM

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I need info on getting a refund of import VAT (£54.79). Has anyone been through the procedure for returning a faulty CC1 from the UK or the EU?

hidden breach Oct 10, 2023, 9:19 AM

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So I received an email approving my return but saying they will send me additional info to complete the return. What additional info and when will I receive it? I have asked by sending a reply by email but this has been put in their queue. I really would like to get on with this.

vale hillBOT Oct 10, 2023, 9:19 AM

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GG @hidden breach, you just advanced to level 2!

rapid burrow Oct 10, 2023, 1:28 PM

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hidden breach So I received an email approving my return but saying they will send me addition...

The additional info is just the return address. Can you confirm if that was in the approval email?

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If not, I can provide the address to you.

hidden breach Oct 12, 2023, 8:50 AM

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Thanks - the address is in the approval email but I will need to give UPS the phone number which I have not found.

rapid burrow Oct 14, 2023, 3:07 AM

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hidden breach Thanks - the address is in the approval email but I will need to give UPS the ph...

Apologies for the delay. You shouldn't need a phone number, but if you do, use 999-999-9999.

hidden breach Oct 16, 2023, 8:17 PM

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Thanks - the UPS web form is buggy anyway as it won't accept a zip code. UPS have sent me a form to fill in with a pen and then scan, but now they are saying they can't find the package. This is not surprising as I have it at home here. Confusion is being worse confounded.

hidden breach Oct 20, 2023, 9:47 AM

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My attempts to return my unserviceable CC1 for a refund have continued for approaching six weeks now. There seems to be confusion between the sender and the carrier as to the procedure. It is just as well the CC1 did not work from the outset as I might have committed myself to learning to use it. If it then went wrong I would be up the creek without a paddle.

hidden breach Oct 26, 2023, 11:50 AM

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Now over six weeks. I am tired of seeing the thing in my house awaiting its journey back to the USA. The return was approved over a week ago (#4027) but I can get no advice how to buy a return label or whatever it is I have to do. Is the maker of the Charachorder still in business? If so, will they co-operate with me and with UPS, or failing them another carrier, in my obtaining a refund of the price of the device and a refund of the import duty?

gusty bolt Oct 26, 2023, 9:53 PM

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fiery estuary Oct 26, 2023, 10:02 PM

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I will check in with the team. As mentioned somewhere else, our normal support team is out right now so let me see what is going on

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I don't think we (CharaChorder) will be able to give you a refund for your import duty as we didn't collect that

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I think you need to check with your countries rules on that and file any appopriate forms

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You mentioned the UK, that might be https://www.gov.uk/guidance/claim-repayment-or-remission-of-charges-on-rejected-imports-ce1179 then

GOV.UK

Claim repayment or remission of charges on rejected imports

Find out how to claim repayment or remission of customs charges paid on rejected imports using form C&E1179 and C&E1179CDS.

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See our refund policy here:

fiery estuary Oct 27, 2023, 2:19 AM

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support will reach out!

hidden breach Oct 28, 2023, 9:36 AM

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They did, saying that they wanted to resolve this ASAP, but I haven't heard from them in reply to my reply. It is now 7 weeks. No, you did not collect the tax but you tell me I must buy a "shipping label" or a "return label", while UPS say I must get one from you. I guess some sort of paper is needed for me to prove to the tax authority that I am returning faulty goods on which I have paid import duty. I would have thought this would have to come from you, as the one accepting the returned goods. There needs to be a meeting of the three parties, you, me and the carrier so that we all understand what is going on, and to decide who is responsible for what. At the moment we are getting nowhere.

ashen orchid Oct 28, 2023, 4:18 PM

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hidden breach They did, saying that they wanted to resolve this ASAP, but I haven't heard from...

Hey there! I just found your support ticket and it looks like there was a response yesterday. They typically do not work on weekends. If you need quicker service feel free to shoot me a DM. From what I can see your return has been approved. Will be happy to jump on a call to work through any customs issues if necessary.

hidden breach Oct 28, 2023, 8:05 PM

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Yes, all they said was have I tried a different carrier. I don't know how to do DMs. As there is a wait of some days before they answer any one email it is impossible to have a discussion with them. UPS, the carrier, say I must ask you to provide a return label which I must attach to the box together with the commercial invoice. Is that why your support people are suggesting that I try a different carrier? They do not say why.

hidden breach Oct 31, 2023, 10:02 AM

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I have sent the items via Royal Mail. When you refund me I will need proof of it to show the tax authorities here.

hidden breach Nov 8, 2023, 12:30 PM

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According to Royal Mail the items were delivered to you on Monday but I have not heard anything up to now on Wednesday.

hidden breach Nov 10, 2023, 11:58 AM

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I have now received notification of refund. My next task will be arranging refund of import duty from the HMRC. "Duty refunds" may contact Charachorder about this.

#Delay in email