Fotoimpex shipping delays

[Sirius Glass]

This is a private website so there is no guaranty of free speech.

Well there may not be a guarantee, I think the site does encourage expression of opinions - even unpopular ones.
I'll repeat myself - the complaints about lack of communication remain there in the first post, for all to see.
And I wish I had referenced them when I suggested an alternative title.

Frankly, I think that the title change was appropriate. The original title complained about the lack of feedback however the problem turned out to be COVID related shipping delays compounded by inaccurate tracking information from the shipper.

 

[Team ADOX]

I would prefer the title not be changed. For in reality, they never did satisfactorily answer why they didn't answer me before posting on Photrio.

This was due to a technical problem which is meanwhile solved. We apologize for any inconvenience.

ADOX - Innovation in Analog Photography.

 

[Ariston]

Ariston is right and we should all send him $20.

I "edited" your statement to be more brief and accurate.

 

[MattKing]

I "edited" your statement to be more brief and accurate.

Do you work for Rupert Murdoch?
More seriously, what would you say the role of thread titles is?

 

[grat]

I "edited" your statement to be more brief and accurate.

If by "edited", you mean "rewrote", and by "accurate" you meant "self-serving".

Censorship would be revoking your posting privileges, or removing your account. Tweaking a thread title to maintain clarity is exactly what good moderators do.

 

[Sal Santamaura]

...I placed an order with FOTOIMPEX on November 27, 2020. Tracking shows it left Baad Sarrow on December 1, 2020. DHL received the package, moved it from Rüdersdorf, to Rodgau, and then, on December 4, to the DHL facility at Frankfurt airport. There it has sat ever since. I suspect DHL first waits to fill a container, then that container sits until one of the very reduced number of flights can take it across the pond. shipping.

After reading that PM reply, my major gripe with DHL is that its tracking information is misleading. Due to COVID-19's effects on the air transportation system, shipments which show up as sitting in Frankfurt are instead on a ship at sea. Delivery to the U.S. is estimated at 25-30 days, and much longer to our western states. If DHL simply advised recipients of what is actually happening, I suspect most would be understanding and patient...

Update: Both DHL's and the USPS's tracking systems are unchanged. That is, DHL still shows my order at Frankfurt and the USPS continues to provide a "Pre-Shipment" status, which is further described as "Origin Post is Preparing Shipment."

Despite that, the USPS just delivered my FOTOIMPEX order! Somewhere in the course of its apparent ocean voyage, one end of the box was crushed. A note was affixed by the USPS stating that it received the package damaged at our regional postal center. The USPS used what appears to have been half a roll of tape to hold the damaged area together. Excellent cushioning by the styrofoam peanuts (I'm glad to have selected that option) prevented any damage to the contents. I can now pick up where I intended to be photographically two months ago. That spirit was reinforced by the "Happy Holidays" note FOTOIMPEX included.

Once again, full disclosure and better tracking by DHL is very much needed. Until that happens, or at least until the pandemic is over, I'll be letting Freestyle handle importation of ADOX products.

 

[paddycook]

At least you got yours. I’m still waiting.

 

[wyofilm]

Update: Both DHL's and the USPS's tracking systems are unchanged. That is, DHL still shows my order at Frankfurt and the USPS continues to provide a "Pre-Shipment" status, which is further described as "Origin Post is Preparing Shipment."

Despite that, the USPS just delivered my FOTOIMPEX order! Somewhere in the course of its apparent ocean voyage, one end of the box was crushed. A note was affixed by the USPS stating that it received the package damaged at our regional postal center. The USPS used what appears to have been half a roll of tape to hold the damaged area together. Excellent cushioning by the styrofoam peanuts (I'm glad to have selected that option) prevented any damage to the contents. I can now pick up where I intended to be photographically two months ago. That spirit was reinforced by the "Happy Holidays" note FOTOIMPEX included.

Once again, full disclosure and better tracking by DHL is very much needed. Until that happens, or at least until the pandemic is over, I'll be letting Freestyle handle importation of ADOX products.

Hey! That's great news. Hopefully, our packages shared the same container voyage.

 

[Team ADOX]

Dear photrio members, and especially dear Fotoimpex / ADOX customers in the USA,
we have a very important update concerning the current shipping situation to the US. Here is the original DHL information:

"Aus aktuellem Anlass informieren wir Sie, dass es beim Versand von warentragenden Sendungen in die USA derzeit zu erheblichen Verzögerungen und außergewöhnlich langen Laufzeiten kommt. Diese Verzögerungen betreffen insbesondere das DHL Paket International Economy sowie die Warenpost International – aber auch alle anderen Produkte, wenngleich in geringerem Umfang.
In den vergangenen Wochen haben wir durch unser Qualitätsmonitoring festgestellt, dass die US-amerikanische Post (USPS) offenbar sowohl bzgl. der Sendungsverfolgung (Tracking) als auch in Bezug auf die Geschwindigkeit und die Bearbeitung von Sendungen Probleme hat. Wir haben diese Qualitätsprobleme auf allen Ebenen diskutiert und in der vergangenen Woche von einem hochrangigen Manager des USPS die Bestätigung erhalten, dass es erhebliche Rückstände bei der Vereinnahmung (Entgegennahme der Sendungen) insbesondere von Economy-Paketen gibt: „We do have a backlog at NJ NDC, which processes all inbound surface parcels […]. Currently they have a delay of approximately 250,000.“ (Die hier genannten 250.000 Pakete Rückstand stammen nicht alle aus Deutschland, sondern von vielen Postgesellschaften weltweit und haben sich über die letzten Wochen aufgebaut.)"

So the reason for the very long shipping times are problems on the US side with USPS: At their hub at NJ NDC for incoming overseas inbound surface parcels, they have a delay of about 250,000 (!) parcels from several countries. And that slows the distribution in the US down in a quite extreme way.
The shipping via DHL from Germany to the US isn't the problem, but the processing and distribution after the shipments have reached the US / USPS hub.
As the delay is so big, it is certainly a realistic assessment that this situation cannot be changed in the short term. It will probably take some time to be changed.

ADOX - Innovation in Analog Photography.

THE BEST THINGS IN LIFE ARE ANALOG.

 

[radiant]

On the other hand, I placed order at Fotoimpex on wednesday and devlivery (via DHL) is on moday. So 2 days under week from order to delivery. That is crazy fast.

 

[Sal Santamaura]

Dear photrio members, and especially dear Fotoimpex / ADOX customers in the USA,
we have a very important update concerning the current shipping situation to the US. Here is the original DHL information:

"Aus aktuellem Anlass informieren wir Sie, dass es beim Versand von warentragenden Sendungen in die USA derzeit zu erheblichen Verzögerungen und außergewöhnlich langen Laufzeiten kommt. Diese Verzögerungen betreffen insbesondere das DHL Paket International Economy sowie die Warenpost International – aber auch alle anderen Produkte, wenngleich in geringerem Umfang.
In den vergangenen Wochen haben wir durch unser Qualitätsmonitoring festgestellt, dass die US-amerikanische Post (USPS) offenbar sowohl bzgl. der Sendungsverfolgung (Tracking) als auch in Bezug auf die Geschwindigkeit und die Bearbeitung von Sendungen Probleme hat. Wir haben diese Qualitätsprobleme auf allen Ebenen diskutiert und in der vergangenen Woche von einem hochrangigen Manager des USPS die Bestätigung erhalten, dass es erhebliche Rückstände bei der Vereinnahmung (Entgegennahme der Sendungen) insbesondere von Economy-Paketen gibt: „We do have a backlog at NJ NDC, which processes all inbound surface parcels […]. Currently they have a delay of approximately 250,000.“ (Die hier genannten 250.000 Pakete Rückstand stammen nicht alle aus Deutschland, sondern von vielen Postgesellschaften weltweit und haben sich über die letzten Wochen aufgebaut.)"

So the reason for the very long shipping times are problems on the US side with USPS: At their hub at NJ NDC for incoming overseas inbound surface parcels, they have a delay of about 250,000 (!) parcels from several countries. And that slows the distribution in the US down in a quite extreme way.
The shipping via DHL from Germany to the US isn't the problem, but the processing and distribution after the shipments have reached the US / USPS hub.
As the delay is so big, it is certainly a realistic assessment that this situation cannot be changed in the short term. It will probably take some time to be changed.

ADOX - Innovation in Analog Photography.

THE BEST THINGS IN LIFE ARE ANALOG.

I'm afraid that's DHL using USPS as a scapegoat. Granted, USPS under Louis DeNojoy has degraded into quite a mess. However, the problems that prompted this thread cannot be blamed on USPS.

DHL forced FOTOIMPEX to charge its customers a "COVID-19 premium." DHL failed to update tracking information to indicate that, despite having charged for "expedited" shipping, it routed our packages via ocean surface vessels. Even after USPS delivered our packages (see my post #81 above), DHL did not update tracking information. Today, three and a half weeks after my package was delivered, DHL tracking still shows it as being in Frankfurt with status "will be transported to the destination country." That update occurred on December 4, 2020.

DHL seems exceedingly negligent in this situation. FOTOIMPEX and its U.S. customers appear to be DHL victims. Unless and until alternative shipping options become available, and/or the COVID-19 pandemic ends and DHL goes back to its previous "mere" several weeks delay at Frankfurt, I'll rely on Freestyle for import of ADOX products.

By way of contrast, yesterday I discovered that Silverprint in the U.K. had updated its Web site to make ordering by U.S. customers exceedingly easy. This prompted me to purchase some items that are not otherwise imported here. While I selected the least expensive shipping method (Royal Mail), this morning I was informed that not only had my items been shipped, but Silverprint sent them via FedEx International Economy. They're scheduled for delivery one week from today. Perhaps FOTOIMPEX might look into the possibility of offering FedEx International Economy shipping to its U.S. customers in lieu of DHL.

 

[Ernst-Jan]

On the other hand, I placed order at Fotoimpex on wednesday and devlivery (via DHL) is on moday. So 2 days under week from order to delivery. That is crazy fast.

Within Europe there are no problems, I recieve my packages from Bad Saarow within 4 working days. Last week I sent a lens to somewhere in the "middle of nowhere" in Poland, also 4 days The bottleneck is where they enter the USA

 

[Team ADOX]

Perhaps FOTOIMPEX might look into the possibility of offering FedEx International Economy shipping to its U.S. customers in lieu of DHL.

Our colleagues at Fotoimpex have been in talks about that topic with the international Express Shipping companies. When there is an solution, we will publish it here, too.

ADOX - Innovation in Analog Photography.

THE BEST THINGS IN LIFE ARE ANALOG.

 

[Sal Santamaura]

From Friday, February 26:

...By way of contrast, yesterday I discovered that Silverprint in the U.K. had updated its Web site to make ordering by U.S. customers exceedingly easy. This prompted me to purchase some items that are not otherwise imported here. While I selected the least expensive shipping method (Royal Mail), this morning I was informed that not only had my items been shipped, but Silverprint sent them via FedEx International Economy. They're scheduled for delivery one week from today...

Silverprint shipped the items last Friday. Although originally scheduled for delivery to me this Friday, FedEx just dropped off the package here. That's five calendar days; three business days. And two days ahead of schedule.

...Perhaps FOTOIMPEX might look into the possibility of offering FedEx International Economy shipping to its U.S. customers in lieu of DHL.

Our colleagues at Fotoimpex have been in talks about that topic with the international Express Shipping companies. When there is an solution, we will publish it here, too...

The small package from FOTOIMPEX that took two months to arrive incurred a DHL charge of €37.65, or $45.39 US. The much larger box from Silverprint that FedEx just dropped off (it's at least eight times the volume and substantially heavier than the 25 sheets of 4x5 film and one 500ml bottle of FX-39 II FOTOIMPEX sent) cost £25 for shipping, or $34.86 US.

Considerably less expensive and incredibly fast. Yes, I'd say FOTOIMPEX ought conclude those talks as soon as possible. I look forward to the results being published here.

 

[PlainDoll]

It's unfortunate to read that Fotoimplex acts like that with their customers sometimes. They always answer if I have any questions...strange. I think that this situation was probably because of a technical problem. They often respond to me within the day, sometimes even after a few hours. I order stuff from this place almost every month and through tracking china post services I watch where's my order atm. Anyway, I think if fotoimplex has any tech problems, they gonna fix everything soon.

 

[RalphLambrecht]

For the first time ever, I am using a forum to call out a company with regards to personal dealings. I have tried multiple ways to contact Fotoi
Impex to check on why I have not received my order from Nov. 2020. I get no response from Foto Impex. Please contact me via conversation so that I can communicate with you. Thank you.

Our photo club is similar experience last year but it was resolved in the end.

 

[radiant]

Guys. Fotoimpex already responded that they had technical problem and that caused non-responsiveness.

My last order to Fotoimpex finished on Thursday and it is going to be delivered tomorrow. That is 4 business days between order from/at Germany and delivery to Finland. And this isn't first time!

(originally made order on Wednesday but I asked to add one item, change to order was made under 24h).

 

[Ernst-Jan]

Guys. Fotoimpex already responded that they had technical problem and that caused non-responsiveness.

My last order to Fotoimpex finished on Thursday and it is going to be delivered tomorrow. That is 4 business days between order from/at Germany and delivery to Finland. And this isn't first time!

(originally made order on Wednesday but I asked to add one item, change to order was made under 24h).

Exactly. I also have my orders within a week. Usually faster. When I have questions I call them or send an email and it will be solved very fast.

 

[radiant]

Exactly. I also have my orders within a week. Usually faster. When I have questions I call them or send an email and it will be solved very fast.

Email works fast (under 24h response) but calling is really powerful these days, usually things happen then immediately.

 

[Team ADOX]

It's unfortunate to read that Fotoimplex acts like that with their customers sometimes. They always answer if I have any questions...strange. I think that this situation was probably because of a technical problem. They often respond to me within the day, sometimes even after a few hours. I order stuff from this place almost every month and through tracking china post services I watch where's my order atm. Anyway, I think if fotoimplex has any tech problems, they gonna fix everything soon.

As already mentioned, there was a technical problem which caused some communication problems. But it has been solved months ago.
Our colleagues from Fotoimpex are working extremely hard and trying their best to offer an optimal customer service. That is sometimes quite challenging especially during this pandemic, as
- the demand increase has even accelerated during the pandemic
- global supply chain issues caused by the pandemic make both
a) getting all the materials we want to offer
and
b) shipping it to international customers
more difficult.
But Fotoimpex has done a lot to adapt to this situation, and improving service for the customers. Including hiring new employees to get the strongly increasing demand done as fast as possible.
If you order until about 12:00 h (German time) normally the package is sent to the customer on the same day, or on very busy days on the next day.
And if the customer is on a strong time pressure and needs something really urgent: Just contact Fotoimpex and tell them (there is a part for it also in the order formular). They are very flexible, and urgent packages can get a priority.

By the way: Lots of investments and optimisation were needed in the last years: Fotoimpex is shipping about 6x (!) more package volume than six years ago. The film resurgence is strong.

ADOX - Innovation in Analog Photography.

THE BEST THINGS IN LIFE ARE ANALOG.

 

[Ernst-Jan]

By the way: Lots of investments and optimisation were needed in the last years: Fotoimpex is shipping about 6x (!) more package volume than six years ago. The film resurgence is strong.

Great to hear so, I hope this more or less applies also for the profit!
Might be hard with increasing prices people, boxes, shipping etc. but yeah I hope it helped you. Which will help us in the end

 

[Team ADOX]

Great to hear so, I hope this more or less applies also for the profit!

Sales revenue is of course increasing with the demand, but not so profits. As the profit margins are very low, especially with most of the mainstream products. That is a big problem for years in our industry. And the increasing costs in several areas because of the pandemic are of course a problem, too.

ADOX - Innovation in Analog Photography.
THE BEST THINGS IN LIFE ARE ANALOG.

 

[markjwyatt]

ADOX + ORWO + Big Investor = B&W + color films ?