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Post by enslavedelectron69 on Feb 1, 2022 21:57:53 GMT
I'm just have to tell forum members how iv been treated by AE recently, it all started just after Xmas I spent all my gifted Xmas money and some of my own on new modules to expand my newly ordered 2x16 slot case as iv filled up my single 16 slot starter case very quickly, so I placed my order for all including all the extra black facing panels for my old modules so they match all the new modules ordered in black and also 50 red nobs and a bunch of new wires of all lengths as my system deserves a new and personalised look I paid up and also paid the 25 pounds that AE charged me for shipment. Well you can imagine my complete suprise when I then get an email from DHL asking me for a further 82 pounds or almost 100 euros more for my package, I nearly sh4t myself ,now I know things happen but AE never say anything about this on their website and after a couple of messages were sent to and from Antonia and then finally Robert Langers himself assured me it would be taken care of as this is the first time this has happened and next time I'll know and now they (AE)now know and assumed he could adjust his website regarding the issue of extra incurred postage costs as I paid the extra 25 pounds to expedite my delivery to AE as I'd been waiting ,I presumed ...well no today Mr DHL knocks on my door with my package and I thought brilliant but he wouldn't give me it and holding a machine in hand told me he was there to take a payment for the 82 pounds ,my god now my package is being held hostage I felt sick the sudden euphoria as I thought after all these weeks it was finally here and then the sudden anxiety I felt over it all came flooding back. Now I'm a disabled user I broke my back in a fall from a window ledge so can't really work and mum takes care of me I'm not in receipt of undisclosed sums and certainly don't have that type of cash just lying around ,so I informed Robert this happened and I took his word for it when he told me this would be straightened out but he never did and now this system starting from the first starter system then more modules until I filled the first case then some new modules and little extras this system has cost near 750 euros I still don't have my system iv paid for and haven't even been able take any decent sounds nearly a grand people this is not modular for everyone and modular on a budget I'd like to see what eurorack I'd have for that type of cash so AE are glad to take all this money from me but when I was I need of their help and I was..didn't and made a bad situation even worse buy giving me false hope I just hope they see this and act accordingly since informing AE of this today iv had to make a new forum accounts as now my previous account that was attached to all the other dodgy business is not recognised even after I copied the address out the html header that comes when AE reply to your email I copied and payed it in and still not recognised but strangely if I try registering with the same name it's saying names unavailable or other words taken already ,yes by me but I can't use it to log in. I'm gutted š¢š please share this link with forum friends especially if you are in the UK as this needs addressing its not right their mistake their problem I was assured it would be taken care of and its not it seems to AE once it leaves Germany its non of their business.help me stop this happening to anybody else thankyou guys keep noodling and turning and pressing and the world I feel truly is a better place with AE in it but this is wrong
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Post by dizzeesatchel on Feb 1, 2022 23:23:26 GMT
Sounds like a customs/import fee. Happens when ordering from abroad and it's not really under the control of the seller, what's more sometimes you get hit by a fee and other times you don't.... but yes if you're importing a ā¬750 modular synth from abroad you're not likely to escape the attention of customs. Unfortunately post-Br*xit sending things in both directions has become more complicated... UK makers have also struggled with sending modules out to the EU without attracting unknown and unpredictable charges. I don't think there is really a 'mistake' here on TW's part but it certainly can be sickening to be clobbered with an unexpected charge so I get that.
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Post by admin on Feb 1, 2022 23:40:45 GMT
Hello enslavedelectron69, I hear you. It is a very frustrating situation and there may also be some miscommunication happening between tangible waves, DHL and yourself. I have replied to your first post about this issue and I have also replied to your personal message to me. As the admin of this forum I can also reassure you, that your forum account has not been blocked or negatively affected in any way. Instead I see that you've created two additional accounts, maybe because you had issues with logging in? Please make sure you follow the guide here: www.proboards.com/user-guide/accountsAs to the issue about the extra charge. If this is indeed an additional import tax, then it is really outside tangible wave's control. They ship to many countries world wide and every country has different rules and regulations and it's always up to the buyer to inform themselves about the additional tax that may have to be paid. Unfortunately the UK left Europe so it is now treated like any other country, eg. US or Australia. Please also be aware that tangible waves is a very small company and are always doing their best to treat their customers right. Sometimes it just takes time for Robert to get back to you because he is dealing with A LOT of other messages every day. So ... please be patient. People (myself and the team at tangible waves) are looking into this for you. Cheers, Carsten. |
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blake
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Post by blake on Feb 2, 2022 0:07:24 GMT
The Ā£82 will be for vat, possible duty if itās deemed that the items were made out side of the EU and charges from the delivery company for paying the vat to hrmc on your behalf. have a look here. www.gov.uk/guidance/vat-imports-acquisitions-and-purchases-from-abroadtangible waves website is clear āāā(Price without VAT; for buyers inside the EU 19% VAT will be added to the shown price)ā The change from pre brexit was that originally tangible waves would have taken the vat at point of sale but as part of ācutting the red tapeā to make things easier the uk government has decided that you have to pay vat on recite and have engaged private third party companies to collect it on their behalf which then charge you a fee for the privilege of making your life easier. itās not tangible waves fault you forgot/were unaware to add Vat to your calculations. DHL are only doing what they are legally obliged to do. If you donāt like it you could always write to your MP to complain. P.S if you donāt want to deal with this in future and want quicker deliveries order from Juno in future. |
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Post by tIB on Feb 2, 2022 7:42:14 GMT
You're probably not going to want to hear this but 82 pounds import tax on a Ā£750 order is getting off rather lightly - as a rule of thumb I factor in around 30% to anything I bring in from outside the UK.
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Post by pt3r on Feb 2, 2022 11:28:29 GMT
Who actually benefits from this Brexit BS? Everyone seems to be paying extra costs when buying overseas.  |
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blake
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Post by blake on Feb 2, 2022 13:03:32 GMT
Who actually benefits from this Brexit BS? Everyone seems to be paying extra costs when buying overseas.  In theory British companies as people in the uk will buy from them rather than import from Europe due to the hassle of dealing with customs etc and the delay of items being delivered. Hopefully that increase in trade will offset the trade those companies will lose from the content and generate enough revenue to cover the additional costs of shipping to Europe. I myself canāt see it especially when it comes to specialist products. other than that delivery companies I suppose as they make a little by charging for dealing with customs etc but After all the extra admin, storage, complaints I think they would rather not have to deal with it. there is also the issue for TW if the forum member above doesnāt pay the Ā£82 then TW will have to pay to have it shipped back to Germany if it happens to many times TW may decide that it is no longer worth while to supply the uk. |
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Post by dizzeesatchel on Feb 2, 2022 13:26:02 GMT
As an aside when buying from Kyaa's store recently the checkout provided an estimation of the import tax which was a nice touch. Will wait to see if it's accurate! Reminds me of buying cassettes from US-based tape labels back in the day until the USPS massively increased the postage costs, making the delivery cost about twice as much as the actual item  |
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Post by tIB on Feb 2, 2022 13:28:34 GMT
A really simple solution would be to pay the (bargain) 82 pounds import charges, sell 82 pounds worth of modules on here and then buy them back when they can be afforded.
It's a shame that the OP has taken an unexpected hit, but really it's no problem of Robert's to sort.
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Post by tIB on Feb 2, 2022 13:30:22 GMT
As an aside when buying from Kyaa's store recently the checkout provided an estimation of the import tax which was a nice touch. Will wait to see if it's accurate! Reminds me of buying cassettes from US-based tape labels back in the day until the USPS massively increased the postage costs, making the delivery cost about twice as much as the actual item Mine got through unscathed as is under the Ā£135 threshold. True story: I'm waiting on two separate orders from TW as it's cheaper to pay the extra post cost than import tax once that threshold has been crossed. |
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Post by dizzeesatchel on Feb 2, 2022 14:49:29 GMT
My last big-ish order from TW miraculously arrived without fee despite definitely being over the limit - new case, cables, VMBRIDGE and CIRRUS in one package. It's hit & miss! In any case, and as ever, f**k Br*xit
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Post by enslavedelectron69 on Feb 2, 2022 19:29:33 GMT
Thankyou to all the forum members and administration who took time and tried to give me some information and support with it all thankyou it was ever so welcome as I felt out in the cold and a bit frustrated at that time but its done now and i have built my system ,all the old grey colour modules now have their new black fronts on with red nobs they are in the lovely new black and red case and sounding better than ever I just love it, but I just thought I'd touch on a couple of things to try and clear it up as my experience bears no reflection on AE modular as a whole,first i bought the complete package in two separate occasions and after thinking about it this is where I fear the VAT thing stemmed from I ordered some new modules and a 2 x 16 case and that order had been processed but while i was waiting on the team building the modules I thought I'd put in another order of new black faceplates for current modules 50 red nobs and a whole bunch of new wiring (which I love by the way) and get it all put in one box and expedited but that was done in a separate order so it was two orders but in the one box so I think normally the site would have alerted me after it got over a certain limit but it didn't because it was made up of two smaller orders so to clear it up two separate orders one box. Now I paid the extra 25 pounds I was asked for by Antonia over in the team who tried her best to make sure I got all I needed (including an extra side cheek thrown in for free) and normally that would have been the end of the matter but it got under the radar because the website calculator wasn't getting it right because of the two separate orders were processed between two weeks of each other and now appears to be genuine mistake born out of the readiness of the team making sure I got it all the way I wanted and they should be commended for it they really go out their way to look after you and me being ignorant as this was my first AE Germany buy,I was extremely happy and content with all up until DHL weighed in so heavily,also when I stated the cost was 750 I meant the cost of the system and not the order that was only 320 euros all in I'm sure so you see my surprise when DHL then wanted a further 82 on top of the 25 I was charged by AE for the postage ,get it Now ? So them asking for what essentially is another 100 euro give or take I thought no, and sought advice from AE which again I was very satisfied with because Robert said he'd sort it out but then DHL turned up at my door asking for 82 pounds again I thought I was being ignored and being left to it with no information I could use for any recourse as I buy stuff in eu now and again and have never came across pricing so heavily anywhere, so be very weary of how much your buying and UK citizens.. the government stuffed us with brexit and this is it coming home to roost. So I hope iv cleared things up a bit and I want to say a big THANKYOU to all who tried to help me and I will be back ordering from Germany as long as its a big order as there's no savings to be had if I'm doing one or two modules and iv learned I'm wiser to it all now thanks to this fiasco and I do have to say that AE were great and ate very helpful and really go out their way to make you feel your a valued customer I love my new system and I'm already eying up a future upgrade. Gratis.
Enslaved.electron
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Post by tIB on Feb 2, 2022 19:45:58 GMT
Ah, so the 82 pounds was around 30% of value - I was surprised customs would get it so wrong. I'd expect to pay around 200 pounds on an order of 750.
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