Email response time and parcel status.

[CSO#1 @UHobbies]

Last night at around 8pm HK time, an earthquake struck Taiwan causing the main internet connection to Europe and the USA to fail.
Currently severe packet loss and request failures are causing email and all http internet traffic to fail.

According to reports this outage will last for as long as 3 days.

Customers who are waiting on an email reply or parcel status notification should NOT expect a reply within 48hrs.

Regards
unitedhobbies.com support.

[Greg_Granville]

Is this also affecting order and shipping status information on the webpage?
I placed an order that yesterday showed as being in the picking queue, but today it is no longer there, nor does it appear in the ready for dispatch column. Order history & status shows as 'not yet printed' and 'unposted'.
I'm not asking for specific information on my order, just wondering if this is normal at this time.

[CSO#1 @UHobbies]

Hello Greg.
Order status and emails are affected. Order processing is not.
Your order is in the print Queue and should be printed tomorrow morning.

We still do not have email access or full connectivity at this point. It may be another 2 days before we do.

Rgds
Support.

[Greg_Granville]

Thanks,

I'm sure that you're probably backed-up from the holiday break, and well as the internet disruption.
You guys are doing a great job.

[pope417]

Hello Greg.
Order status and emails are affected. Order processing is not.
Your order is in the print Queue and should be printed tomorrow morning.

We still do not have email access or full connectivity at this point. It may be another 2 days before we do.

Rgds
Support. Hi support just got my order this afternoon,(2005194)did not get 2 pcs HWP12AE or 1pc HWG60A.Saw on webb site that HWG60A is on back order,no info on HWP12AE.Everything else is in good order.Since HWG60A is on BACKORDER can I exchange it for something else when my 2 HWP12AE are mailed.

[CSO#1 @UHobbies]

You sure can.
However it's a tricky situation at the moment because the database is held in the USA and UH have limited connectivity to it, (it takes around 5minutes to load a page after 10-15 refreshes) so it's a painful process to view and print orders.
Usually UH can ad a note to the database to change your order mid-stream, however they cannot do this right now as they cannot connect correctly to the database.

I have been informed that the HWP12AE is in stock, (was out of stock) the G50 is out of stock though arriving in days.
I can only assume they will be sent together, probably on the 3 or 5th of January.

[pope417]

You sure can.
However it's a tricky situation at the moment because the database is held in the USA and UH have limited connectivity to it, (it takes around 5minutes to load a page after 10-15 refreshes) so it's a painful process to view and print orders.
Usually UH can ad a note to the database to change your order mid-stream, however they cannot do this right now as they cannot connect correctly to the database.

I have been informed that the HWP12AE is in stock, (was out of stock) the G50 is out of stock though arriving in days.
I can only assume they will be sent together, probably on the 3 or 5th of January.HI support,just how do I get this done.I will cover shipping on items exchanged for HWG60A ESC.(2005194)

[Flack]

Hello support,

I am writting on this forum because I am not sure if you have received my mails (due to the earthquake).

I have received order #2005241 but there are some problems. I have correctly received 4 x hexTronik 2200mAh 4S1P 20-30C, and 1 x PolyMax 4mm Gold Connectors, however, the package didn't include these 2 items:

HXT D9 3250mAh 4S 12-20C Lipol
HXT D9 4100mAh 4S 12-20C Lipol

Instead, it includes a HXT 3s 2250 mAh 20-30C 6K Lipo battery which I didn't order.

Please, I need you to send the missing items as soon as possible.

I wouldn't mind keeping the 3s battery (paying it of course).
I have sent you some pictures of the package contents by mail.

I look forward to your prompt response.

Kind regards,

Alvaro Calle

[CSO#1 @UHobbies]

Hi Alvaro.
Emails are slowly returning to normal, and we have recieved your email, and replied to it.
Please check your inbox in the next 12hrs.

Thankyou.
Karen.

[cousineau]

hi Karen,

I understand the problems with the earthquake but I wait for one month to know the status of my ordr 2003934. I have no reply to my e-mails.Can you tell me some news of my order?
kind regards
Marc

[larryw461]

The Live Chat would help a lot of people but there never seems to be anyone from UH there. Also if I ask 3 questions in an email only the first gets addressed. Takes forever to get ALL the questions answered

Larry