Ah that sucks - don't stress, the spare brass standoff and thumbscrew is just that, a spare included for those that have odd motherboard mounts and need to reposition their motherboard.

Once you've used the assembly guide you'll be able to ascertain what is missing, if anything, and we can courier replacements to you:)

It was replied to a few minutes after you sent it - I'll PM you the link to the ticket so you can view the response:)

Sure - can you pm me your ticket and order number and I'll get it sorted for you?

Just to clarify to make sure I'm not being dumb - is that the typical PSU solution people are using or are there others?

Also can you give me dimensions on the PSU, and are there any screw holes to mount it?

Went and shouted at her and she just replied:)

Nice - how many can that PSU power? The only tricky thing will be providing a platform that can handle different types of PSUs people will use, given that it's non-standard.

Yes - I'm waiting on a group buy for GridSeeds I'm involved in to finish and then arrive so I can make sure the stack works, but preliminary design is already done:)

Ok cool let me know. The boxes are a little unwieldy, and won't fit in some cars that easily, so we'll have to get it to them towards the end of their trip to minimise them having to haul it around.

About 4-5kgs, dependent on the model and options, not sure what max carry on is, but they can always check it as baggage? We can fit 4-6 units in a box, and they can check an entire box in as luggage, I think to the US it's a max of 2 pieces of checked in luggage so it is doable.

That's what we have cargo insurance for;)

You read the note on the order history page, right?

Thanks - can you or endlessred pm me pics, please? Then I have ammunition to go make heads roll:)

Then I will personally fly to the US and drill the holes for you:-P

Expect me there in 6-10+ weeks up to a maximum of 13 weeks. I'm coming by raft, you see...

FINALLY! Someone who understands!

:-P

In all seriousness, though, I really am sorry that I even had surface mail there as an option. Never again. Please don't move house just yet:-P

It does - it matches the "Insert item into bag out" which is when it leaves. See here, for example: http://sms.postoffice.co.za/TrackingParcels/Parcel.aspx?id=CN025030079ZA - that's one that Royal Mail actually bothered to scan, so it was updated on the domestic tracking when it arrived.

That's customs doing their thang! They completely disregard the order we give it to them, and process it in whichever order they choose.

Sorry about that, that's completely bizarre - the holes are standard ATX holes, the only time we've ever had an issue like that is if the customer is using an eATX motherboard (which spills past the holes we've drilled), but even then the holes are in the right place for eATX, they just need an extra one. Just to clarify - are you saying that the bar with the two standoffs was misaligned form the bar with the 3 standoffs? You should definitely not have to re-drill any motherboard holes except if you want to move the motherboard from the standard mounting point, so either something is badly awry or the bar just needs to be flipped around to line up with the 3 standoff bar?

That's not entirely correct. I sympathise with people like joshvette and wobbzzz who chose a slow shipping method in error - I have corrected that by re-shipping their parcels via EMS at our expense, and we will figure out what to do once the original parcels arrive. C'est la vie.

af_newbie's case is a different one. Not only did he willingly and knowingly choose a slow shipping method, but before his item left the country he opened a PayPal dispute. During the course of that dispute the transit timelines were reiterated over and over again. He even had the opportunity to upgrade to EMS at that point, which he did not take up. He closed the case of his own volition, accepting that it would arrive within the stipulated transit time, which at that stage was (and I'm quoting from what we told him in the comments of the case) - "Shipping via regular surface mail typically takes up to 6 weeks (longer if there are import delays at the destination country)". Sure, those were naive timelines, and that's why (per the recommendation on the previous thread) we adjusted the timelines to 6-10+ weeks, up to a maximum of 13 weeks.

So when he came on the thread spewing vitriol because he received it, it's really hard to be apologetic. I said "awesome" because it's the first Canadian surface mail shipment that has indicated they've received it, so it gives us a baseline. I won't engage on his other comments because they don't warrant engagement.

We can talk around this issue at length, but basically nobody (including us) expected the surface mail parcels to literally take 10 weeks to the US, especially when we're seeing like 5 weeks to the UK. Had we known it was going to be that bad, we would never have even put that up as an option, or we would have put some ridiculous transit timeline like 4 months just to make sure nobody chooses it. I definitely sympathise with those who are waiting, and I cannot apologise enough that the "or longer" bit in our surface mail estimates has ended up being "definitely frikkin longer, in fact way, way longer than you or I realise".

Respectfully, I do not think it will be productive or useful for me to apologise at length in every post, though. I think it will end up sounding less than genuine, because everyone wants a solution, they want action. An apology doesn't get their order to them faster. My focus at the moment is on seeing how we can ensure that this doesn't happen in future for anyone, by improving and streamlining our processes, and by making fundamental changes to our logistics model. Does this solve the problem for customers whose orders have already shipped? No, of course not, but we have no choice but to learn from the rocky past and move forward.

Definitely, any pending shipments that go out from this week are on our new rates. In your instance, though, that order has cleared customs, as far as I can see. I'll get one of the support staff to re-send the tracking details to you:)

I agree - surface mail has been a dog. We're seeing around 9.7 weeks to the US at present, sometimes more, sometimes less. It's honestly been the WORST shipping method on the face of the planet, to the point where it's removed and no longer even an option. Please let me know if you don't receive it in the coming weeks, and we'll sort you out with a replacement/refund ASAP:)

Edit: forgot to add that we have new EMS pricing that is significantly lower, and EMS transit times are 1 week instead of the ridonkulous 10+ weeks!