Big shipping update

Friends,

 

Ready for some good news?

This post contains the eagerly awaited shipping update for EU, Switzerland and other countries around the globe. Before we dive into that, let me give you a status update of what happened in the busy past weeks:

 

US, Canada & Mexico

All US, Canada and Mexico units have been shipped and nearly all of them are up and running. These are just amazing times. So much work went into this and when creating a product, especially hardware, there are a million things that could have gone wrong. There are so many parts, from infrastructure to the hardware, and nothing major went wrong. The team here is extremely happy about that ;). Of course, the support team has some work to do too. It’s a tech product after all, and in the real world not every user has immediate success with everything in the setup. Jeff and the customer experience and support team are very committed to getting everyone up and running, to the full NEEO experience. We care a lot about that. If you do experience any issue in your setup, please never hesitate to contact support@neeo.com or ask us on Planet NEEO. Overall, we are so happy about how it went. Of course, there is quite a list of things that came up, like missing devices or some bugs. Most of it is fixed already and - little spoiler - there are a couple of massive software updates being released in the coming weeks. The first one may be published during the upcoming week, depending on how beta testing goes. Stay tuned. 

 

What’s shipping next?

Great news. If you are in a country that has not shipped yet - your NEEO is air-freighted from China to Europe as we speak and it will be shipped to you from there individually. I will talk about several regions individually here, as the process is not the same for all countries. 

 

EU countries

During the last weeks we have been fighting hard to bring costs - such as import duties and fees - down for you. We finally came to a great solution that saves you over EUR 50 compared to most quotes we had! We went back and forth with the logistics companies, VAT experts and other partners to provide you a solution that is as painless as possible. This new workflow means that some of the previous statements you may have read are now outdated. We spoke about “bonded warehouses” and about you being "charged at the door" - but that is not valid anymore. These changes were all done to reduce the import costs for you.

Initially, with the bonded warehouse and the VAT, all the fees and COD (collect on delivery) charges you would have paid at the door was nearly $100 and I disliked that (and you would most likely and understandably disliked that too). The COD alone makes the package around $18 more expensive for most regions with most providers. So we went out, challenged all the quotes, worked with awesome experts (thank you @Britta and everyone else), went through a huge number of calculations, and finally came to a new model we love to present you:

Now NEEO will import the goods at bulk unbonded, rather than bonded and delivered to you via COD charge. As a result, NEEO will be covering all costs for this including any customs related fees and duties. 

You will only be charged VAT. No surprises, no fees.

We have prepared a personal shipment link for you where you can activate the shipment by paying the VAT and you are all done. So no charge at the door, you don’t need to have any cash ready when the unit arrives.

Thanks @Pascal, Pat, Hamaad, Robert and many others who worked hard getting this in place. 

You will receive your personal shipping link in the next hours.  

 

Switzerland 

NEEO is a Swiss company. So we thought we do something special for Switzerland. 

Your unit will be shipped out directly from the NEEO HQ. From Switzerland to Switzerland. 

There will be NO customs duties or import fees charged to you. The only cost that you will have to cover is the 8% Swiss VAT. You will receive a paper invoice for that together with your unit. No additional costs. No surprises. Hope you love it.

 

Other countries

With “other countries” we are referring to all countries and regions that are not mentioned above. Your units will be shipped from Germany to various continents. In your case, we need to stick to the COD, so you will be charged at the door. We struck an agreement with a German shipping partner and secured as low of rates as possible. You will be charged country-specific import charges and VAT when the product is delivered.

 

Timing

All the units mentioned here will be traveling from China to Switzerland and Germany in the next few days. There is a slight risk - which you always have - that customs could delay things. If things go according to plan, we expect all the units to be shipped to you in less than 30 days, hopefully sooner. Guys, it’s super-close! Also - we have a nice surprise in an upcoming firmware release that will arrive roughly at the same time as your unit. It’s something a lot of you have been asking for… You can look forward to it!

 

Needs have changed?

We have decided to extend the deadline for refund requests for all regions that have not yet shipped. People whose plans have changed or for people who are not prepared to pay the VAT - please send us an e-mail to refund@neeo.com. The new deadline is 24th of October 2017 11pm CET.

 

Next week

It’s worth it to read the blog next week. Some cool stuff coming up. Also, starting on Monday, Planet NEEO will further evolve.

 

Love,

 

Raphael

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    • hura
    • Huber_Raphael
    • 1 yr ago
    • 1
    • Reported - view

    I dont know about yours, but my neeos where sent yesterday and arrived this afternoon. So if it is ecconomy, its fast like priority...

    Reply Like 1
      • Martin Rohner
      • The only easy day was yesterday...
      • Martin_Rohner
      • 1 yr ago
      • Reported - view

      Huber Raphael you have received several neeos? Any combo spare you would switch with my order? 😁 I‘m so eagerly waiting.... 

      Reply Like
      • hura
      • Huber_Raphael
      • 1 yr ago
      • 1
      • Reported - view

      Martin Rohner 

      i would give you one, but against my expectations i only got 1.

      the secondone will be shipped with all the preorders i guess...  sorry ^^

      Reply Like 1
      • Martin Rohner
      • The only easy day was yesterday...
      • Martin_Rohner
      • 1 yr ago
      • Reported - view

      Huber Raphael No issue, thanks anyway. Then I go back hanging around and waiting impatiently... 😂

      Reply Like
  • Is there something I have missed? From 20 October: "It’s worth it to read the blog next week. Some cool stuff coming up. Also, starting on Monday, Planet NEEO will further evolve." More information about this would be helpful Raphael

    Reply Like 1
  • Eagerley awaiting delivery notification from FedEx for mine in the UK ....!

    Reply Like
  • Patrick When should I expect the delivery of my black cat twin combo in Dubai - UAE? I haven't received any shipping update yet... Thank you! (PS: I already got a refund for my early bird Neeo combo and I wouldn't like to have to ask for a refund of my black cat twin combo as well!)

    Reply Like
      • Jono
      • Take the blue pill
      • Jono
      • 1 yr ago
      • Reported - view

      Armand Peponnet I received notice that mine shipped... but it left on the 9th and its been 10 days without update.. perhaps its coming via road to the UAE???  

      Reply Like
      • Armand
      • Armand
      • 1 yr ago
      • Reported - view

      Jono no news neither!!! Tracking stops on November 9th. I contacted Emirates Post but they don't have more information... If not via road, maybe by sea!! 😉😡

      Reply Like
      • Jono
      • Take the blue pill
      • Jono
      • 1 yr ago
      • Reported - view

      Armand Shame they used FedEX for UK and a mule and a wagon for the UAE shipping.

      Reply Like
      • Armand
      • Armand
      • 1 yr ago
      • Reported - view

      Jono I agree!! Emirates Post told me to contact them again after 12 to 13 working days from the shipping date... Let see!

      Reply Like
    • Armand I too got notification for shipping to Dubai from Germany dispatched from Frankfurt on the 9th November. No word from Emirates Post yet.

      Reply Like
      • Jono
      • Take the blue pill
      • Jono
      • 1 yr ago
      • Reported - view

      Daniel Newton same here.. still nothing... maybe its coming via Iran.. LOL

      good to see some other users here in the UAE, FYI ive submitted the IR codes for the eLife TV box and they already have the new 4K and Technicolor boxes that etisalat use :) 

      Reply Like
      • Jono
      • Take the blue pill
      • Jono
      • 1 yr ago
      • Reported - view

      Jono  So I received 1x Neeo today.... I ordered two! can they get anything right??

      Reply Like
      • Jono
      • Take the blue pill
      • Jono
      • 1 yr ago
      • Reported - view

      Jono It gets better... they shipped USA plugs even though my country uses UK plugs "Type G"

      Reply Like
      • Dillon Moulder
      • Product Owner
      • Dillon_Moulder
      • 1 yr ago
      • Reported - view

      Jono Ouch! That’s definitely not part of the intended NEEO unboxing experience. I’m sure Patrick can triage here and arrange for the correct PSU to be dispatched to you. The NEEO team seem to be committed to rectifying these types of mistakes.

      Reply Like
      • Armand
      • Armand
      • 1 yr ago
      • Reported - view

      Daniel Newton Jono FYI I received a notification from Emirates Post yesterday. Going tomorrow to collect my shipment!

      Reply Like
      • Jono
      • Take the blue pill
      • Jono
      • 1 yr ago
      • Reported - view

      Thanks Dillon . Hey Patrick what can you guys do to ship the right power adapters for my country? the Gulf countries all use type G and you've shipped USA plugs here :(

      Reply Like
  • Kan førstemann som får sporing til Norge vennligst poste en kommentar? :)
    --
    May the first backer from Norway that recieves shipping info please post a comment? :)

    Reply Like
    • John Magnus Thoresen Haha, and shortly after posting this, a wild tracking number apppeared!

      Reply Like
    • John Magnus Thoresen Got mine yesterday aswell, but Posten and Deutsche Post doesn't give me any tracking. Deutsche Post says Posten has it and Posten says they don't have any info :|

      Reply Like
    • Talked to Posten and there won't be any tracking for the package until it reaches the post office. Kinda cheap of Neeo to use FedEx and other premium delivery services in some countries and than use the cheapest option for other (Norway and South Africa included) :| Buuuut, it's on it's way at least!

      Reply Like
    • Bjørn Winther Solemslie Just received my Neeo in Norway. Tracking was not available at posten until the day that it was ready to be picked up. Luckily I kept checking every day and at at 14.30 today tracking was possible and it said that I could pick it up.  

      Reply Like
    • John Magnus Thoresen  Recieved mine today aswell, and had tracking from the moment it was through customs. Strange, since Posten said I wouldn’t have any until arrival at pickup point. Well, it’s here, but the batteri was completely flat. Charging the remote now while I trip around eagerly waiting for it to be ready for use :)

      Reply Like
  • South Africa here. Just got an email stating the parcel is underway. Unfortunately it’s sent with Deutsche Post, which means it will be handed over to the spectacularly incompetent South African Post Office when it gets here - at which point all tracking stops to work and any shiny parts go missing. Will keep you posted. 

    Reply Like
    • Shipping, day 5 - As predicted, tracking from Germany to South Africa is a shot in the dark.

      Last trace of the parcel was the departure scan in Frankfurt. That was November 9th, it is now November 15th. My prediction is that this parcel now may or may not arrive any time in the next 4 - 7 weeks.

      Fingers crossed.

      Reply Like
    • Shipping, day 14 - another full week is gone with tracking gone dark. Only available info is November 3rd "Posting/Collection" and November 9th "Departure from outward office of exchange." Today is 22 November.

      I'm simply posting here to put it on public record that the South African postal services have probably lost or stolen my Neeo. No surprises there. Patrick Raphael when can we start an investigation and look at resolving this?

      Reply Like
    • Shipping day 40 or something thereabouts.

      Still nothing. I have previously tagged Raphael and Patrick but that hasn't done anything useful. My spider senses tell me that the South African Post Office has stolen my parcel.

      Reply Like
    • Maurits Vermeulen Patrick was not in the Office the past days. Did you allready send out a Mail with all your Data to support@neeo.com ? That is what Jeff teled the last few people that complain about shipping issues. Also i will pull in Pascal maybe he can tell you more about it. He seems to be responsible for shipping and tracking issues ;-)

      Hope you find your unit earlier then later!

      Reply Like
      • Jeff
      • Head of Customer Experience
      • Jeff
      • 1 yr ago
      • Reported - view

      Maurits Vermeulen I wanted to circle back and see if this was resolved or maybe you contacted the courier. Many times customs holds on to your order. Pascal any update on your end?

      Thanks!

      Reply Like
    • Jeff Nothing yet. Last tracking available under "Domestic tracking" and shows movement on 4 Dec as "in transit." According to the post office here that means it may be at customs. But nobody knows.

      Reply Like
      • Jeff
      • Head of Customer Experience
      • Jeff
      • 1 yr ago
      • Reported - view

      Maurits Vermeulen Could very well be stuck at customs. This is not uncommon. Pascal can you look into this?

      Thanks!

      Reply Like
    • Jeff ok you can call off the search party. It arrived at my local post office today. No idea where/why it was stuck for two months.

      I urge you to not send any future shipments to South Africa via DHL/Deutsche Post as it will always get stuck. I have received numerous Amazon purchases since, always sent via UPS, Aramex, et al. and delivered in one or two weeks with no hassles.

      Of course I still had to pay VAT. I was ready for anything, but I was shocked to find out I had to fork out ZAR24 (that's almost €1.75) to have it released.

      Reply Like 1
      • Jeff
      • Head of Customer Experience
      • Jeff
      • 1 yr ago
      • Reported - view

      Maurits Vermeulen Thank you for the update. I’ll be sure that Pascal knows this 🤓

      Reply Like
    • BuzzLightyear
    • To infinity and beyond...
    • BuzzLightyear
    • 1 yr ago
    • Reported - view

    Patrick I have two orders for Neeo's (one Kickstarter pledge I took over and one pre-order) and for both there is a 0 (zero) euro reserve made on my credit card. Is this not supposed to be for the full amount? And will I get a separate email to pay for any VAT or will this be made part of the credit card charge? And last but not least, does this mean that my Neeo's (or one of them) will arrive soon?

    Reply Like
      • BuzzLightyear
      • To infinity and beyond...
      • BuzzLightyear
      • 1 yr ago
      • Reported - view

       never mind, just received two emails saying my Neeo’s will be shipped soon :)

      Reply Like
      • BuzzLightyear
      • To infinity and beyond...
      • BuzzLightyear
      • 1 yr ago
      • Reported - view

       Patrick the reservations on my credit card are still showing 0 (zero) USD. I am getting concerned why it is not showing the full values. @ Other backers: did your credit card report show zero USD at first as well?

      Reply Like
    • Maik
    • Maik
    • 1 yr ago
    • Reported - view

    Just received the pre-shipping and invoice notification for the pledge I took over (Germany)

    Reply Like
    • Marc
    • Marc.2
    • 1 yr ago
    • 3
    • Reported - view

    Is there any info available by when pre-orders in Switzerland are sent? I barely can wait any longer...

    Reply Like 3
  • Hello,

    I haven't received any news about the shipping information for my NEEO, what's going on?
    I'm pledged on the kickstarter campaign.
    Thank you,

    Stefan

    Reply Like
      • Pascal@NEEO
      • Test Engineer
      • Pascal
      • 1 yr ago
      • Reported - view

      Stefan Ulbrich Your NEEO is already on its way. I just sent you a private message:)

      Reply Like
    • Pascal Can you have a look at mine too? I was also an original backer and it is frustrating to read all the blog updates with new stuff the Neeo can do when I still do not have one...

      Reply Like 1
  • I am so excited that my Need has finally been delivered (in the UK). Rather frustratingly it arrived one day after I left on a month-long trip, so I still haven't been able to open the box and play with it. 😤

    Reply Like
    • Mark
    • Mark.1
    • 1 yr ago
    • Reported - view

    Well I finally received one of the 2 units I ordered here in Canberra Australia, can't wait to get it home and setup.

    Reply Like
      • Mark
      • Mark.1
      • 1 yr ago
      • Reported - view

      Well it was a bit of a letdown. After fiddling with things for about 2hrs and only the AVR working I was sad to find out that IR learning isn’t there and neither is Bluetooth control for the FireTV. Sticking with my Harmony for the time being.

       

      i have a Kogan TV which is a Australian brand, sadly without the IR learning ability I can’t use it.

       

      i was happy over the hue controls though, very responsive.

       

      i spend 1/2 a grand on 2 sets so hope development will speed up on these things.

      Reply Like
  • Raphael said:
    Switzerland 

    NEEO is a Swiss company. So we thought we do something special for Switzerland. 

    Your unit will be shipped out directly from the NEEO HQ. From Switzerland to Switzerland. 

    There will be NO customs duties or import fees charged to you. The only cost that you will have to cover is the 8% Swiss VAT. You will receive a paper invoice for that together with your unit. No additional costs. No surprises. Hope you love it.

     Patrick

    I received my shipping email for my pre-ordered unit. I'm looking very very forward receiving my unit :) I know you are bothered with hundreds of question regarding this, but still, I'd like to ask a question about what Raphael wrote regarding Switzerland shipping. In my order I was billed 8% Vat but also 18 $ or € for shipping. May I ask why shipping is "that expensive" when units for Switzerland are shipped directly from NEEO HQ? Thanks for answer.

    Reply Like
    • pascal schwitz Same with me. Was pretty surprised.

      Reply Like
  • Credit Card was Charged three weeks ago and nothing happen. Whats up with the Neeo device, Christmas and nothing for me under the tree )-:

    Reply Like
      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 1 yr ago
      • Reported - view

      Ralf Molkentin As it was written in the eMail you should have received when you were charged, it can take up to 30 days from that point until the shipment is actually happening. Yesterday hundreds of units have been shipped out, while I can't promise, chances are there that you will get something for Christmass.

      Reply Like
    • Patrick 

      Got my Shipping Notification today (-:. Did the Remote work without the Brain?

      Thanks

      Reply Like
    • Ralf Molkentin No, the remote doesn't work without a NEEO Brain. The NEEO Brain indeed work without a remote and can be fully controled via Smartphones!

      Reply Like
  • I am a pre-order customer in Switzerland. I just got notification that the parcel with Neeo will be delivered to my door tomorrow before noon ... finally ... on the last possible day before Christmas.

    Now the big question is whether I should open it right away amid all the Christmas preparations going on in the next 2 days or if I shall wait two more days and put it under the Christmas tree. That way Daddy will get one more present from Santa and have the whole extended family watching in awe while opening and unpacking it ...

    Hmmm ... 

    Reply Like 1
      • Patrick@NEEO
      • Community Manager
      • Patrick
      • 1 yr ago
      • 2
      • Reported - view

      Tom Felner

      What I would personally recomend: Put it under the Christmass tree, Daddy gets to unbox it but saying it's as a gift for the whole family.

      What I would personally do: Forget about Christmas and everything else, unbox right away and have the unboxing experience all for myself 😉

      Reply Like 2
    • Patrick Parcel arrived this morning 😀👍, feels heavy, still unopened though ... I think I will wait until Christmas eve ... my wife told me to ... maybe she will wrap it up ... 😉

      Reply Like
      • Christian
      • Christian
      • 1 yr ago
      • 2
      • Reported - view

      Tom Felner 

      My advice is clearly not to wait until Christmas, but to wait until mid 2018.

      Only way not to ruin your Christmas and it will save you a lot of frustration and time

      Reply Like 2
  • So, got it late last night from Santa and did the proper and full unboxing ceremony earlier today with lots of photos. Went through the initial setup today and got the basics to work, great! Some issues with my Quickline Verte setup TV box, but I addressed this in a separate thread. Now I will have to spend more time on Planet Neeo to learn more about my new toy ...

    Reply Like