Power sup
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Hello there, I shipped my gpu for replacement at 20.04.2018 and since 27.04.2018 it is at German customs . Why is my product still waiting in customs? Neither Evga nor DHL are not giving any information about process. I even don't know if is there a problem? The only info i got from Evga that i have to wait. Ok but how long? I am really tired of waiting. I would appreciate your help asap pls. Thx.
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ty_ger07
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Re: My (RMA) Package is Still in Customs
2018/05/07 16:06:08
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There is nothing EVGA can do. Customs is a government agency. If you want to complain, contact someone in the German government.
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_JeffP
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Re: My (RMA) Package is Still in Customs
2018/05/07 21:00:24
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I apologize for the frustration, however the information you have received so far is accurate; You will need to contact customs about the wait times, we have nothing that we can do about the process, we can't get any information and in all honestly any request for information would likely slow the process down. Every package is handled differently in customs so even if you had a friend who sent something and they got through in X time that would not apply to your package.
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Power sup
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Re: My (RMA) Package is Still in Customs
2018/05/18 05:28:59
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My Product seems to be in German customs according to the tracking number. There is still no improvement in 2 weeks. I could not get any information about product. The product was shipped about a month ago. What a waste of time!!!. I am really really dissapointed about the process. Also I cant get any info/help from Evga too. Please dont tell me that there is nothing evga can do. I give all information about product to Evga and they can ask about the status of the product to customs.
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rjohnson11
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Re: My (RMA) Package is Still in Customs
2018/05/18 05:36:28
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EVGA can do NOTHING about German customs. My suggestion is that you contact customs yourself in English: Tel.: +49 351 44834-530 E-mail: enquiries.english@zoll.de
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EyeDeeNo
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Re: My (RMA) Package is Still in Customs
2018/05/18 06:16:09
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Yeah I would politely give them a call. Before you call get all package information together and put in front of you. GermanyInformations- und Wissensmanagement Zoll Carusufer 3-5 01099 Dresden Germany Phone: +49 351 44834-530 Fax: +49 351 44834-590 Email: enquiries.english@zoll.de Information by phone is available during our office hours Monday to Friday 8.00 am to 5.00 pm CEST (UTC+2) http://ec.europa.eu/ecip/...tes/national_de_en.htm
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Power sup
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Re: My (RMA) Package is Still in Customs
2018/05/22 03:29:02
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Thanks for helps. I sent a mail to  . And their respond; The Information and Knowledge Management section is not involved in certain clearances and not able to search for several packages.Nevertheless, I checked the tracking status of DHL Paket GmbH, which is the responsible German forwarder, and it is stated "The shipment will be handed over to the customs office responsible for the recipient. The recipient can collect the shipment from there once he has received notification from customs." date 27 April 2018.The information of DHL is not quite correct. When a parcel is delivered to the local customs office, the notification letter is sent by DHL Paket THEMSELVES, not by customs.If the recipient did not receive such a notification letter from DHL, he/she could ask DHL for the PUEB number (Postuebergabebogen number).With this number - which is the customs reference - the recipient could declare the parcel at his/her local customs office - provided that the parcel is still there (according to POSTAL requirements they are only kept for 7 or 14 days and then returned to the sender). According to their answers, DHL must send a notification letter to EVGA. if not, EVGA could communicate on the subject with DHL. So there is something Evga can DO!
post edited by Power sup - 2018/05/22 03:35:50
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rjohnson11
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Re: My (RMA) Package is Still in Customs
2018/05/22 04:59:07
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Power sup
Thanks for helps. I sent a mail to  .
And their respond;
The Information and Knowledge Management section is not involved in certain clearances and not able to search for several packages.
Nevertheless, I checked the tracking status of DHL Paket GmbH, which is the responsible German forwarder, and it is stated "The shipment will be handed over to the customs office responsible for the recipient. The recipient can collect the shipment from there once he has received notification from customs." date 27 April 2018.
The information of DHL is not quite correct. When a parcel is delivered to the local customs office, the notification letter is sent by DHL Paket THEMSELVES, not by customs.
If the recipient did not receive such a notification letter from DHL, he/she could ask DHL for the PUEB number (Postuebergabebogen number).
With this number - which is the customs reference - the recipient could declare the parcel at his/her local customs office - provided that the parcel is still there (according to POSTAL requirements they are only kept for 7 or 14 days and then returned to the sender).
According to their answers, DHL must send a notification letter to EVGA. if not, EVGA could communicate on the subject with DHL.
So there is something Evga can DO!
NO, EVGA must wait to be notified by customs. EVGA can't become involved.
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Y3didya
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Re: My (RMA) Package is Still in Customs
2018/05/22 05:52:07
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Alright, since I live in Germany here some clarification: If status did not change by DHL for more than 7 days, you can make a request for investigation (Nachforschung International DHL https://www.dhl.de/de/pri...en-international.html ) and they will have then to check what is up with the parcel. This will have to be done by the sender, not the recipient. So if EVGA sent the package, only they can do this request for investigation. Ideally you can contact EVGA EU (they sit in Munich) and ask them kindly to do that, since the status has not changed for a period of time. German customs is fairly slow, but not that slow, they normally take 3 business days to handle something. That is my personal experience with them Non-EU parcel 2 weeks duration, EU parcel 1 week. So after 2 weeks of no update of the parcel status, you can ask them to perform such a request for investigation (remember the sender has to do it, not the recipient)
post edited by Y3didya - 2018/05/22 05:54:55
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Power sup
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Re: My (RMA) Package is Still in Customs
2018/05/22 08:12:00
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Y3didya
Alright, since I live in Germany here some clarification: If status did not change by DHL for more than 7 days, you can make a request for investigation (Nachforschung International DHL ) and they will have then to check what is up with the parcel. This will have to be done by the sender, not the recipient. So if EVGA sent the package, only they can do this request for investigation. Ideally you can contact EVGA EU (they sit in Munich) and ask them kindly to do that, since the status has not changed for a period of time. German customs is fairly slow, but not that slow, they normally take 3 business days to handle something.
That is my personal experience with them
Non-EU parcel 2 weeks duration, EU parcel 1 week. So after 2 weeks of no update of the parcel status, you can ask them to perform such a request for investigation (remember the sender has to do it, not the recipient)
I already contacted EVGA and ask them kindly to if they can check it. But only and always i get same respond. "There is nothing EVGA can do". I'm tired of it!. Also I've requested for investigation about 2 days ago still did not get any answer yet!
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