Heh - we'll have to have cases ready for that, then;)

In all seriousness, though, we are working hard on getting this down to a significantly smoother experience for customers. Hopefully the next ride will be far less bumpy!

lol - I've been doing that - every time I throw toys their stock response is "surface mail parcels can take up to 3 months and don't always track online in the destination country". Like, thanks, that helps me soooo much.

I'm currently pushing them to give me more detailed information for older surface mail parcels that customers have reported as undelivered (in the 6+ week bracket) - such as route, what vessel(s) it went on, etc. If I can get that then at least we can track it ourselves instead of having the black hole of non-information between shipping and delivery.

It won't track in-between countries, unfortunately - it would be great if it had more detailed tracking but it goes into a blackhole till it arrives at the destination country (and even then they often give it a local tracking number and it disappears off the grid). Surface mail transit times that we're seeing are typically 6-10 weeks - will add it to my list of "orders to complain about" when I have my weekly meeting with the post office and will feed back to you as I can!

Yes - they've promised me it'll be tracking by CoB Friday:)

Don't stress about it - I just imagined you in a scene from The Wolf of Wall Street, making it rain Bitcoins, alcohol flowing everywhere, posting on the forums, I could totally see it happening:)

DEAL:)

Sam and I sorted it out. He said in his post that he would ask for a refund but he was afraid that he'd have to send it back and I'd never receive it to refund him. In a PM I offered him a full refund, and then when it arrives he could flip it and settle the payment. Then he posted here.

We've since sorted it out in private - I explained that I deleted his post, not for any negativity, but because of the competitor-ish stuff (which is what I pm'd him initially when he posted it), and he explained that he misunderstood the "flip" part of my refund offer. The refund offer is not something I would offer to just anyone, as I have to trust that the person will honour the liability once they receive it, which is why I did it in PM.

I just want to reiterate again - I did NOT delete his post for any negative comments. Have you seen the main thread? There are plenty of negative comments I've left there. The first FAQ question on the 2nd post of the new self-moderated thread is clear as to what my intentions are:

100% - we are constantly and consistently being let down by crummy efforts on the side of the post office.

We are working on solutions to this, and expect to have a major change to our logistics chain within the next two or three weeks.

Your order should be tracking, though, I'll take a look tomorrow morning (it's 6:15pm here so everything's closed) and come back to you!

Standard procedure when someone hasn't received their tracking number but it has been sent - especially given Gmail's propensity to mark system emails as spam.

If you've spoken to PostNL and they can confirm it hasn't arrived in country then please PM me or email me directly (ric@openrigs.com) and we can open an insurance claim tomorrow to sort it out.

I have no problem with people saying negative things when they're frustrated and angry. There are customers who didn't realise that surface mail can take well in excess of 6 weeks of actual transit time, and I can only sympathise with their frustration. I have left many, many negative comments up in the thread, as a quick read through will demonstrate. I do have a problem with competitors advertising their wares in the thread, and I have a major problem with your constant trolling. Here is what I said on the matter in the very first question on the FAQ post on that thread (second post in the thread) -

Why did you close the previous thread and start a new one?

The trolling got really out of hand on the previous thread, so I had to start a new one that was self-moderated. That does not mean that this thread will be used to silence criticism. We are a very, very new company, and even though we're part of a larger group of companies that provides a lot of our infrastructure we've made mistakes and will definitely make mistakes in future. Therefore, we welcome constructive criticism - if we've messed up let us know and we will do what we can to fix it. We also empathise with customers that have chosen our cheapest shipping option (surface mail) and their delivery is taking extraordinarily long, we are keeping on eye on these and where the destination postal service confirms it has gotten lost our insurance does authorise a replacement or refund.

This thread is really meant to allow for potential customers to get answers to their questions, and for existing customers to talk about ways we can improve our frames and new features they'd like to see. If you are frustrated with a delivery that is taking forever, please feel free to PM me and moan. I'll even call you and you can rant on the phone;)

REALLY? So what's your order number, that way I can take a look at it and resolve it for you? If it's that outstanding I'll refund you right now - just put your order number here.

Managed to find a set of 4 feet:



I'll send them to you and you can give them a spin - my biggest concern has been with the amount of weight that will be put on the curved edge, but maybe it'll work for you. You may want to file it down a bit so it doesn't leave an impression on your table.

Background: Dzelil is well known to many on this board as kr4x. Recently, he got caught out in the OpenRigs forum thread. Since then he has made it his personal goal to destroy the OpenRigs brand, including registering multiple accounts and loudly accusing us of being a scam. In the meantime, several customers of the 1600+ orders we've received since November have not, as yet, received their order (they have all had their order shipped by surface mail, which we used to list as a 4-6 week shipping method, but have since changed it to 6-10 weeks given the delays experienced by some). Whilst we try to assist them and possibly replace/refund the shipment if it has gone missing, we have had to deal with Dzelil's constant trolling, eventually having to lock the previous forum thread and start a new, self-moderated one. He has switched tactics to opening a number of scam accusation threads, such as:

https://bitcointalk.org/index.php?topic=484403.0
https://bitcointalk.org/index.php?topic=481554.0

It is incredibly hard to keep a cool head and to assist irate and frustrated customers when this is going on. Some customers have very genuine complaints, and we are trying to find the most appropriate way to assist them and turn their negative experience into a positive experience. But Dzelil's trolling makes for an incredibly unpleasant experience, and he is doing serious damage to us as a brand - we have had potential customers contact us asking for clarity or telling us that they're afraid of ordering because they've seen the scam accusation posts. I am fascinated that he has such a personal vendetta - he placed an order, he trolled the thread, he got caught out, I refunded his BTC in full and his order was cancelled.

Current scams: Dzelil has unfortunately fallen in to the trap of using the same modus operandi. His new accounts often lash out at OpenRigs within a few days of being created. He also tries to create posts where he sells mining hardware for BTC (GPUs or ASICs). To bolster his "reputation" or when a sales thread gets too hot he shuts it down, claiming its been sold (in reality, had it been sold there would shortly be a scam accusation thread). He typically claims to be in Canada and never accepts escrow, although he has claimed to be in Europe before.

Invariably he's running so many scams he can't keep up with all the lies he tells. For example: under his botcoinExpress moniker, in our old thread he claims to be from Europe: https://bitcointalk.org/index.php?topic=347756.msg4965323#msg4965323, a claim he repeats in a WTS thread claiming to have 4 ASUS 280x cards: https://bitcointalk.org/index.php?topic=448496.msg4949830#msg4949830. However, he then suddenly appears to be in Canada: https://bitcointalk.org/index.php?topic=473129.msg5265654#msg5265654. He also uses his xU2 moniker to try bolster the credibility of the thread: https://bitcointalk.org/index.php?topic=473129.msg5222393#msg5222393.

Previous known aliases: You may remember Dzelil as kr4x, his most well-known moniker on the forum. So far I am aware of the following aliases he has used in recent months: skyisthelimit, paradiselife, goldbars, botcoinExpress, and xU2.

Resolution: It seems that fewer and fewer people are falling for his obvious scams. Not accepting escrow is the big red flag. There is little I can do to protect OpenRigs except point out when I see his modus operandi (which will probably change now that it's been laid bare). I do hope that as time progresses and more customers voice their positive experiences (even if it ends with us refunding them if they haven't received their order) that this drowns out Dzelil's noise.

We do not aim to scam anyone, and try our best to be as transparent as possible. To that end I have left all sorts of negative comments stand even in the self-moderated thread. There is no need to delete negative posts when we are trying to assist people - I understand the need for them to vent their frustration and anger in public, and we will continue to do everything we can to assist them. I must admit, though, the experience thus far has really dulled my desire to operate a business in the cryptocurrency space. I have spent more time explaining and defending myself and my business on this forum than I have creating a smoother logistics chain for our customers.

It's ok, buddy, you can have the last word. Go right ahead.

You've already stated you didn't order, so why continue the charade? All I see are strawman attacks from you with no evidence to backup your claims.

I've never once stated that surface mail shipping isn't slow (the South African post office put an upper bound of 3 months on surface mail shipments) or that it's impossible for a shipment to get lost. In fact, in our shipping notice we state that orders can go missing, and that is why they are insured so that we can replace or refund affected customers. Given the number of orders we've shipped, of course there is a very great likelihood of several orders going missing. Thankfully there are an greater number of customers who have noted they have received their parcel, so lavish accusations like "scam" and "you will never receive your product" just make your trolling obvious.

Ah - I think I just figured out who you were (we only had two orders to the Netherlands on Bitcoin Black Friday weekend, and the one is confirmed as having been delivered).

I've looked through your ticket history, and I can't see anyone saying that we "had to make a new" anything? Your order was processed and shipped within our stipulated timelines:

28/11/2013 - order received, and went into processing and pre-fabrication
05/12/2013 - fabrication
19/12/2013 - handed to customs
30/12/2013 - tracking number received and order updated

That's much better than lately where customs have held on to parcels for 4 weeks (!!) before giving us tracking numbers.

You enquired directly with me (before the ticketing system was live) a number of times with regards to tracking your parcel - most recently on January 10th when I explained what the tracking statuses meant and when it had left the country. The support team's last communication with you was 35 days ago, where the only thing that was discussed was the actual transit method of surface mail.

So, logically speaking, there are one of 3 possibilities:

1. We have created an entire fake government department for the sole purpose of pretending to ship parcels. Somehow, miraculously, we are able to make these parcels track on sites like the Universal Postal Union's Global Track and Trace, or 17track.net, or one of any number of tracking sites.

2. We did send a parcel, but using the latest in GPS tracking and remote detonation we quietly destroyed the parcel when we were certain it left the country.

3. Your parcel has been lost en-route, which is a possibility we expressly talk about in our shipping notice - in which case we will claim from our insurance and refund you or replace the missing item.

No, you categorically said you never ordered: https://bitcointalk.org/index.php?topic=347756.msg5076720#msg5076720

I can only imagine that - unsurprisingly - it's Dzelil Salihovic up to his old troll tricks again.

You haven't even ordered from us, so what makes you such an expert? Silly troll.

On the contrary - I deleted your comment precisely for the reason I explained in my PM.

It would be prudent of you to mention the follow-up PM I sent you.

With all due respect, I very much doubt you ordered in October, we only allowed orders for a small number of HFT guys that I personally know until November 27th when we opened it up to the general public. If you could give me your order number or tracking number perhaps we can shed some light on the matter:)