stacktrac3 Posted April 6, 2017 Share Posted April 6, 2017 Hi, I ordered a Hak5 essentials field kit last week & was very disappointed that I didn't get the should be included bash bunny. I know the bunny is fairly new, it seems that someone may have just gave me the old field kit that was 200$. 2 emails no response and no phone number. Feeling like I got duked. Quote Link to comment Share on other sites More sharing options...
digip Posted April 6, 2017 Share Posted April 6, 2017 2 hours ago, stacktrac3 said: Hi, I ordered a Hak5 essentials field kit last week & was very disappointed that I didn't get the should be included bash bunny. I know the bunny is fairly new, it seems that someone may have just gave me the old field kit that was 200$. 2 emails no response and no phone number. Feeling like I got duked. I'd follow up via email and give it some time. They take care of all customers via a small crew who answer everything manually. Same with packing and shipping things out, is all done in house, so mistakes happen and they always fix them. Just keep your order info handy. Seb may even respond if he sees this post, but they don't monitor the forums for shop issues, they go through their email system for those mainly. Quote Link to comment Share on other sites More sharing options...
Sebkinne Posted April 6, 2017 Share Posted April 6, 2017 Hi stacktrac3, If you let me know the Zendesk ticket number, I'll make sure your taken care of asap :) Quote Link to comment Share on other sites More sharing options...
stacktrac3 Posted April 6, 2017 Author Share Posted April 6, 2017 Hi Seb. This is relieving, my ticket is #36979. I included all the order information inside the ticket. Thank you. Quote Link to comment Share on other sites More sharing options...
stacktrac3 Posted April 6, 2017 Author Share Posted April 6, 2017 Digip thank you for the reply! Quote Link to comment Share on other sites More sharing options...
P0lterg3ist Posted April 13, 2017 Share Posted April 13, 2017 I have exactly the same problem, except in the UK, after emailing the support team an not hearing anything back for close to 3 days now I'm starting to have my doubts. I paid extra to have it mailed with DHL express but i've still been waiting 5 days and not a word of if its even been shipped and no email from support. Granted it is new and it is probably in high demand but an update wouldn't go a miss! Quote Link to comment Share on other sites More sharing options...
digip Posted April 14, 2017 Share Posted April 14, 2017 6 hours ago, P0lterg3ist said: I have exactly the same problem, except in the UK, after emailing the support team an not hearing anything back for close to 3 days now I'm starting to have my doubts. I paid extra to have it mailed with DHL express but i've still been waiting 5 days and not a word of if its even been shipped and no email from support. Granted it is new and it is probably in high demand but an update wouldn't go a miss! As far as I know, UK and EU have a different shipper. Maybe @Rkiver would know more. Quote Link to comment Share on other sites More sharing options...
JBNZ Posted April 14, 2017 Share Posted April 14, 2017 8 hours ago, P0lterg3ist said: I have exactly the same problem, except in the UK, after emailing the support team an not hearing anything back for close to 3 days now I'm starting to have my doubts. I paid extra to have it mailed with DHL express but i've still been waiting 5 days and not a word of if its even been shipped and no email from support. Granted it is new and it is probably in high demand but an update wouldn't go a miss! I also went for the faster shipping option and had 7 days between approval of order and confirmation of order being shipped. As digip noted, it's a small team churning these things out. Hopefully it helps with your doubts that others experienced similar waits before receiving the bunny successfully. Quote Link to comment Share on other sites More sharing options...
digip Posted April 14, 2017 Share Posted April 14, 2017 Have to remember, things outside the US, are never going to have the same fast overnight and rush shipping due to customs and supply of parts to the EU supplier/seller, which I believe @Rkiver is involved with/knows what the process entails. Still, ticket systems to teams email for support is a queue based one, so you all will be in with others, so there is also that wait time as well for support. Every post I've seen customers put up on the forums, has always been a matter of time and patience, and occasional reminders. You got basically like 3 people handling all of this and not always at the same time. Quote Link to comment Share on other sites More sharing options...
Rkiver Posted April 14, 2017 Share Posted April 14, 2017 (edited) I was summoned? To clarify @digip comment, I am the authorised reseller for Hak5 in the EU and Europe. That means if you order from me and are in the EU, you are not going to encounter customs charges and the like. In Europe, but not EU, you may get hit. However, nothing is stopping you from ordering from the US store if they have something I don't stock (field kits and Bash Bunny for example, though I will be getting the Bash Bunny). Just be aware that if you are say in Europe and you order from the US store it will take longer due to shipping (obviously) and may encounter customs charges at the border that you didn't take into account. Also, with the Hakshop in the US, it's Sara and Jayson who run it ALL. That's a lot of work for just two people. For the EU, it's just me. So I would always advise patience, they (and I) will get to you. Edited April 14, 2017 by Rkiver Quote Link to comment Share on other sites More sharing options...
P0lterg3ist Posted April 14, 2017 Share Posted April 14, 2017 Cheers guys had an email back late last night saying its back ordered so a bit of a relief for me as i was getting slightly worried. I appreciate that it's 2 people working to fulfill these orders, must be pretty chaotic! I'll just sit it out and wait for an update, thanks for all the help though! Quote Link to comment Share on other sites More sharing options...
P0lterg3ist Posted April 15, 2017 Share Posted April 15, 2017 Little update my order has been shipped! huge thanks to you guys at Hak5! By the way where can i upload scripts? i have plenty of ideas typed out but need to be tested on a spare machine before i'm satisfied they are good to go. Cheers! Quote Link to comment Share on other sites More sharing options...
Rkiver Posted April 15, 2017 Share Posted April 15, 2017 Check out the Bash Bunny section of the forums for all the links to everything. :) Quote Link to comment Share on other sites More sharing options...
MarkRobert Posted April 20, 2017 Share Posted April 20, 2017 This is also a problem for me. On the 11th of this month I ordered the essential field kit and it was delivered on the 18th, every thing was there but the bash bunny. I have sent emails and left messages for a call back. if it is on back order it would be nice to get a email about it. Quote Link to comment Share on other sites More sharing options...
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