I have decided to start this thread as I am extremely frustrated with customer service provided by MOGA.
On 17/11/13 I have ordered two of their brand new POWER series controllers with Priority International Shipping to Poland. Over 2 weeks have passed and there is still no sight of the controllers. Below is a screenshot from their website which clearly states 5-9 day priority shipping:
I have decided to email the company's support team and I received the following e-mail:
"Hello Przemyslaw,
Thanks for your e-mail. We have looked into your order (#1237025) which shows that it shipped out via FIMS Priority shipping on November 13th. This option has no tracking information available. We have found that there has been some delay on the local postal authority end in some cases for these orders. What originally should have arrived in 5-9 business days can sometimes take up to 4 weeks for some international shipments. If you have not received your package by December 18th, please first follow up with your local postal authority. If they are unable to find your package, please let us know. We apologize for any inconvenience this may cause.
Sincerely,
Dan
MOGA Customer Service"
More correspondence with the company:
Hi,
Thank you for emailing us. I pulled up your order information (Order Number 1237025) and I see that we shipped out your item to you on the 20th of November. You selected the FIMS shipping option which can take up to 4 weeks (or 20 business days) to arrive to you. We understand that the website was showing a shorter time as this is what FedEx originally told us. We are looking into why packages are taking longer than this but it is all in FedEx hands and we can only go off what they tell us, and currently we have been told that the 4 week time frame is accurate. At this time this would mean the package should arrive to you by the 18th of December. I have included some additional information about the FIMS shipping process that is from the FedEx website and copied this below for you:
"FedEx International Mail Service provides an additional level of visibility to your economical international shipping, however this is not a tracking process. As FedEx hands your package off to a local postal authority, there can be a lag time of 2—5 days where your package is not visible. Not every country scans their packages or performs a full set of scans. FedEx is not responsible for packages once they have been handed off to the local postal authority."
FIMs is ran by FedEx but, like mentioned in the above statement, doesn't come with tracking information. If you want to know more about the FedEx FIMs process you will need to follow up with FedEx and let them know you want to know more about FIMS. FIMS tracking is provided by the local postal authority and is not something that is provided to us. I can assure you the package is on it's way to you but just needs some additional time. If you still have not received the package by the 18th of December please first follow up with the local postal authority to see if they can help you locate this item. If they cannot please let us know.
I apologize that you feel that you have received mixed information. I can assure you the above is the correct information and unfortunately we are unable to do anything to make the package move faster as it is all up to FedEx.
Thank you,
Eric
So basically my almost 150$ MOGA order has been shipped internationally with completely no tracking and what was supposed to be just 5-9 day delivery is gonna take over 1month. On top of that Dan from customer service is somehow reassuring me that my order has shipped on 13/11/13, 4 days before I actually ordered the devices.I have looked on MOGA's facebook page and it looks like I am not an isolated case. There are hundreds of customers who were treated in exactly the same manner.
Note to future buyers: " BE CAUTIOUS when ordering from this company and do bare in mind that you might have to wait for over 1 month to receive your order".
After a long conversation over the phone with a customer service representative I received a refund for shipping. That's all they would provide for 3 extra weeks of waiting. Of course the same information can still be found on their website.
Have you had similar experience when ordering from MOGA internationally?
UPDATE 09/12/2013 After reporting the company to FTC, posting on their facebook and twitter and multiple calls I received this email today:
Hi,
I wanted to let you know that after evaluating this issue we have gone ahead and put in a request to provide you with a full refund for both controllers and shipping. We have been informed that you should see the refund to your card in 3-5 business days, however based on the financial institute it could take up to 1-2 billing cycles for you to see this refund.
The order is still on its way to you and we want to let you know that once it arrives please feel free to keep the order, there will be no need to return them.
Thank you,
Eric
So looks like I have managed to sort this out after all. As of know I am still waiting for the transfer and the controllers.
UPDATE 12/12/2013 MOGA updated shipping options on their website. Tracking is now possible:
I have received a full refund to my account but the controllers ordered on 17/11/12 are still not here
.
UPDATE 11/01/2014 Finally after a long wait I received a notification from Customs Office dated 24/12/13 that my controllers are waiting ( I was gone for a couple of weeks). I should have them in the upcoming week
On 17/11/13 I have ordered two of their brand new POWER series controllers with Priority International Shipping to Poland. Over 2 weeks have passed and there is still no sight of the controllers. Below is a screenshot from their website which clearly states 5-9 day priority shipping:
I have decided to email the company's support team and I received the following e-mail:
"Hello Przemyslaw,
Thanks for your e-mail. We have looked into your order (#1237025) which shows that it shipped out via FIMS Priority shipping on November 13th. This option has no tracking information available. We have found that there has been some delay on the local postal authority end in some cases for these orders. What originally should have arrived in 5-9 business days can sometimes take up to 4 weeks for some international shipments. If you have not received your package by December 18th, please first follow up with your local postal authority. If they are unable to find your package, please let us know. We apologize for any inconvenience this may cause.
Sincerely,
Dan
MOGA Customer Service"
More correspondence with the company:
Hi,
Thank you for emailing us. I pulled up your order information (Order Number 1237025) and I see that we shipped out your item to you on the 20th of November. You selected the FIMS shipping option which can take up to 4 weeks (or 20 business days) to arrive to you. We understand that the website was showing a shorter time as this is what FedEx originally told us. We are looking into why packages are taking longer than this but it is all in FedEx hands and we can only go off what they tell us, and currently we have been told that the 4 week time frame is accurate. At this time this would mean the package should arrive to you by the 18th of December. I have included some additional information about the FIMS shipping process that is from the FedEx website and copied this below for you:
"FedEx International Mail Service provides an additional level of visibility to your economical international shipping, however this is not a tracking process. As FedEx hands your package off to a local postal authority, there can be a lag time of 2—5 days where your package is not visible. Not every country scans their packages or performs a full set of scans. FedEx is not responsible for packages once they have been handed off to the local postal authority."
FIMs is ran by FedEx but, like mentioned in the above statement, doesn't come with tracking information. If you want to know more about the FedEx FIMs process you will need to follow up with FedEx and let them know you want to know more about FIMS. FIMS tracking is provided by the local postal authority and is not something that is provided to us. I can assure you the package is on it's way to you but just needs some additional time. If you still have not received the package by the 18th of December please first follow up with the local postal authority to see if they can help you locate this item. If they cannot please let us know.
I apologize that you feel that you have received mixed information. I can assure you the above is the correct information and unfortunately we are unable to do anything to make the package move faster as it is all up to FedEx.
Thank you,
Eric
So basically my almost 150$ MOGA order has been shipped internationally with completely no tracking and what was supposed to be just 5-9 day delivery is gonna take over 1month. On top of that Dan from customer service is somehow reassuring me that my order has shipped on 13/11/13, 4 days before I actually ordered the devices.I have looked on MOGA's facebook page and it looks like I am not an isolated case. There are hundreds of customers who were treated in exactly the same manner.
Note to future buyers: " BE CAUTIOUS when ordering from this company and do bare in mind that you might have to wait for over 1 month to receive your order".
After a long conversation over the phone with a customer service representative I received a refund for shipping. That's all they would provide for 3 extra weeks of waiting. Of course the same information can still be found on their website.
Have you had similar experience when ordering from MOGA internationally?
UPDATE 09/12/2013 After reporting the company to FTC, posting on their facebook and twitter and multiple calls I received this email today:
Hi,
I wanted to let you know that after evaluating this issue we have gone ahead and put in a request to provide you with a full refund for both controllers and shipping. We have been informed that you should see the refund to your card in 3-5 business days, however based on the financial institute it could take up to 1-2 billing cycles for you to see this refund.
The order is still on its way to you and we want to let you know that once it arrives please feel free to keep the order, there will be no need to return them.
Thank you,
Eric
So looks like I have managed to sort this out after all. As of know I am still waiting for the transfer and the controllers.
UPDATE 12/12/2013 MOGA updated shipping options on their website. Tracking is now possible:
I have received a full refund to my account but the controllers ordered on 17/11/12 are still not here
.UPDATE 11/01/2014 Finally after a long wait I received a notification from Customs Office dated 24/12/13 that my controllers are waiting ( I was gone for a couple of weeks). I should have them in the upcoming week
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