I received my loaner return label on the 9th June, I packaged the product immediately, contacted UPS for collection, provided all of the photos Pimax asked for and the item was collected at 2pm on the 9th June.
UPS gave a delivery date of 2-3pm on the 10th June but it did not update to “delivered”, I called UPS who told me that Amazaon had refused delivery and they would try again the next day, however the tracking did not update and the last “movement” recorded by UPS was that it was loaded on to a van for delivery on the 10th of June and then never seen again.
I called UPS again yesterday and they told me that the package is “Lost” but that only the “shipper” (who they have listed as Amazon) can instigate an investigation.
I have contacted support twice now to relay what UPS have told me (that Amazon have refused the delivery and the package is now officially “LOST”) but Vivi has checked the tracking, seen that it says “IN TRANSIT” and is refusing to do anything.
Please note: I have SPOKEN to UPS who say the package is “LOST” and will not be delivered and that UPS will do nothing more UNLESS the SHIPPER contacts them to ask for an INVESTIGATION.
Please can someone confirm that in the case of a LOST package Loaner return, this will not affect the shipping of my 8KX?
@PimaxQuorra @PimaxVR
4 Likes
My package has also been stuck in transit to Warrington since 11 June. 
Call UPS, when they tell you the package is lost, raise a ticket.
I think the only way this is going to get visibility is if everyone checks their tracking and raises a ticket, because at the moment support is trying to bury their heads in the sand and ignore it as an issue.
I really don’t want to hear UPS claim they have lost it.
It looks like the warehouse has refused delivery because they were not expecting packages to be delivered.
Yep, thats exactly what UPS told me - refused delivery, then no more tracking, no one checked it back in. UPS told me that any parcel that has no update for 3 days is classed as “Lost” and the shipper has to request an investigation which Pimax are now refusing to do.
2 Likes
This must mean that everyone in the UK who is returning their loaner has the same problem.
I would think so.
UPS say its lost, but the shipper needs to ckntact them. Pimax say the tracking says “In Transit” so they won’t do anything until UPS mark it up as “Lost” which they never will.
PM me your backer number and I’ll add your case to our main internal chat system to see if we can resolve that quickly.
10 Likes
Noted and thanks, PM sent.
3 Likes
Hello Geoffvader,
Got your message sir. We will forward the whole conversation and brief to the support team. So they are able to assist you to return the loaner unit.
We will speak with Vivi about this.
It won’t affect the shipping of your 8KX.
Sincerely,
Quorra.Pimax
4 Likes
I wouldn’t worry if I were you. You have proof that they took it and that’s where your personal responsibilities end. There’s nothing more you can do unless you have a time machine.
edit: and now I saw the response from our dear friend PiQ 
2 Likes
Yeah thatsgreat, and technically correct, which is always the best type of correct, except I asked Vivi 3 times to tell me this wouldnt affect my 8KX delivery and she just kept saying she would keep an eye on the tracking number and contact me when it was received, very much implying that was a requirement, so clearly it needed escalating.
Anyway, pimaxquorra has stated it will have no effect on shipping my 8kx and Kevin says he’s added it to another internal system as an issue to be dealt with - but I also created this thread to make other people aware and straight away at least 1 other person has noticed their package has not been delivered, so clearly there is a bigger issue than just me.
I’m not worried now as the issue is now being dealt with, but I did in fact have to post on the forum to get the response I wanted - which is that I will still get my 8KX without delay. Which the normal support ticket was not giving me.
5 Likes
I have the same problem as geoffvader - can you confirm that this will not hold up the delivery of my 8KX?
Thanks
2 Likes
If everyone suffers this phenomenon then discard the following but I have experienced couriers (Not DHL or UPS) in UK stealing parcels they never deliver then blaming the customer for not being home. On enquiring where the parcel is, the answer is it’s conveniently been “lost” in a storage warehouse. When I explained I had CCTV footage proving no one arrived, the parcel was then ‘found’ and delivered the next day.
Another time I told a courier company no driver delivered my goods and I had CCTV proof. They refuted this and accused me of fraud as they said they had my signature (from the courier delivery) claimimg I signed for goods at the door. They even had the audacity to email an image of this fake signature to the Ebay seller (who then reported me to Ebay as a fraudster) and accused me of lying over not receiving the item they claimed to have posted to me but never had.
I only got my money back by getting my bank involved who had a copy of my real signature to compare to the fraudster working for the courier company and they contacted Ebay for me. When I complained to the courier company about the situation they denied any knowledge of the event and simply said the driver had “left the company”.
6 Likes
Hello Mintus55,
This won’t affect any delivery of 8KX, and we spoke with Vivi about these “lost package”, we found out that @geoffvader wasn’t lost, but we have no idea why UPS stated the parcel was lost.
Somehow we asked Vivi to keep an eye on these parcels. If there is any abnormal status, we will keep you update.
Sincerely,
Quorra.Pimax
4 Likes
What they said was, a parcel that doesn’t move for 3 days is “classed as Lost” and that the sender has to contact them to initiate an investigation - now that you actually contacted them, within a few hours they suddenly “found” the parcel. So all is good.
6 Likes
I have to say that is quite an extra-ordinary way to put it - so UPS frighten their customers and make themselves look sluggish by telling customers that their package is lost while it is solely waiting for the recipient to move their behind and fetch it ?! Wow, great communication … it wouldn’t take McKenzie to figure out what to improve here, would it.
4 Likes
Its not been delivered yet, but has now popped up at a different location.
2 Likes
I am surprised that this can even be considered as a standard operating procedure by any company. Definitely a good reason to avoid UPS.
2 Likes
mine has been backdated as delivered on monday 15th so that’s a relief.
1 Like