Statement regarding current delays in some shipments and customer support replies - TUXEDO Computers

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Thank you for your understanding!

Statement regarding current delays in some shipments and customer support replies

First of all, we want to expressly thank our many customers who are showing us a lot of understanding for the current situation and their patience!

We really appreciate that very much!

Das neue TUXEDO Book XP14.
Das neue TUXEDO Book XP14.

What is it all about?

We are very happy about the great interest in our Linux products, but we also don't want to hide the fact that the enormously increased number of orders in the course of "Lockdown" and "Home office" and the even doubled amount of customer inquiries are a great challenge to cope with.

Well, as every reader may know, COVID-19 has been causing many challenges for all kinds of industries and companies.

First, there are the actual cases of infection. Apart from the fact that you do not wish anyone this disease, this case can occur at any time in any company of a supply chain and therefore unexpectedly slow down or even temporarily halt production through quarantine measures.

But even apart from the actual infections, the "Lockdowns" and especially the extraordinary increase of people working in "home office" have caused an extremely strong increase in demand for computer hardware.

This is causing major delivery shortages for components such as graphics cards (currently made even worse by the cryptoming boom), but also e.g., for AMD's popular Ryzen 5000 CPUs.

Speaking of them, we do not yet have any concrete information as to when our ODMs will be supplied with a wide range of new Ryzen 5000 APUs in order to then start production of the barebone devices.

Why delayed responses from our customer support are not always avoidable

For the aforementioned reasons, the amount of customer inquiries has also increased extremely!

Our customer support team currently gets many hundreds calls and emails every day, which have to be processed in order of receipt. Of course many of them can be finished quickly, others (especially technical inquiries) are sometimes far more time-consuming to answer.

Just to give you a rough idea of the numbers we're talking about here, we've outlined the inquiry volume below as an example:

  • 16.02.2019-18.02.2019: 374
  • 16.02.2020-18.02.2020: 703
  • 16.02.2021-18.02.2021: 1682

As you can see, the ticket volume has roughly doubled each year over the same period, and even more than quadrupled from 2019 to 2021!

Via reddit or Twitter, we want to offer additional platforms for our customers to get in contact with us, but even there waiting times can't always be avoided.

We are very happy and thankful, that so many customers are interested in our Linux computers, put their trust in our company and are willing to support us, but this huge amount of customer inquiries is a heavy challenge we have to deal with in the current situation. But we do! :-)

So we totally understand, that customers are disappointed or maybe even somewhat angry, when waiting for an reply for several days in some cases, but we are working hard to gradually improve that situation!

Sustainable personnel decisions without "hire and fire" philosophy

Despite all staff increases, we try to make sustainable personnel decisions:

In addition to the quality-conscious screening of applicants, it was not foreseeable, especially in the early days of COVID-19 and even today, how long "Lockdowns" and "Home office" would last and whether, after the pandemic, our business would merely return to normal or even slow down due to a possible saturation of demand.

For this reason, it would not only have been impossible in terms of existing space capacities and work structures, but also unsustainable to hire large numbers of staff with little quality control, who might have to be fired again after a few months when the order situation have normalized or even slowed down.

How we continuously improve this situation

During the last months we have increased our support team's staff and also hired new people in departments like development and back-office.

Please note that new employees have to get used to workflows, programs, and technologies and the bunch of necessary information all around.

In addition to that, we are working on providing more granular and frequent order status information via email as well as on more documentary and guides, which shall provide better help for customers with software/Linux related issues.

So we gradually improve that situation, but we nevertheless still have to ask our customers for patience and understanding for that extraordinary situation and the challenges we have to deal with.

But we highly appreciate that most of our customers do so anyway!

Service & Support

Welcome to TUXEDO Support - how can we help you?

Linux at TUXEDO

Are you wondering if Linux is right for you? Our team will be happy to answer your questions and explain details about the free operating system at TUXEDO.
Let the advantages and services convince you!

Hardware

Notebook, PC, both - and which model? Our technical service team also provides advice on selection, equipment and puts together suitable offers for your technical requirements.

Questions and Answers

Frequently asked questions and the corresponding answers can be found here. If you cannot find a solution to your problem here, it is also worth taking a look at the instructions section.


Find out more

Instructions and Tips

Most situations can be solved quickly and easily by yourself. This saves you time and you can use your device directly again. We provide you with instructions, first steps and short tips for all TUXEDO models.


Find out more

System Recovery

Even in the case of a case, you don't have to rely on us: Your device can be reset to the factory settings - completely automatically! Everything is included with your order and you can get started right away.


Find out more

Technical Service

Our competent technicians are also happy to help with service requests. You have different possibilities to contact us. We are personally there for you Monday to Friday from 9 am to 1 pm and from 2 pm to 5 pm. But also outside these times, you can contact our team with your request by e-mail.
An extra function is available in your customer account for repair requests (RMA).

 

Contact

We are personally there for you Monday to Friday from 9 am to 1 pm and from 2 pm to 5 pm (German time). But also outside these times you can contact our team with your request by e-mail. Please include your customer number, the model name of your laptop or PC and as detailed a description of your request as possible. The more details you give us, the faster we can process your request!

We might not be able to answer questions about third party hardware or software. For questions about popular open source software (Thunderbird, Filezilla...) please contact a forum e.g. ubuntuforums.org. The research effort for application specific setup is immense and not manageable at the current time. Basic compatibility questions e.g. are of course still welcome!

An extra function is available in your customer account for repair requests (RMA).

 

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Shipping costs & delivery times

We ship your order to almost all countries, in Europe mostly even free of charge! The respective shipping costs and the cost threshold above which we will cover the costs for you can be found here or for international shipping in the table below.

 


Free shipping within Germany

There are no shipping costs within Germany for goods worth €100 or more.

 

7.99 € shipping cost at max!

No matter how many small articles you order, such as USB stick card reader, LAN adapters or fan articles, with us, you pay a maximum of 7.99 € shipping costs.

  • 7.99 € shipping fee for all orders below 100 € of goods
  • Free shipping from 100 € total value of goods

You can check all occurring shipping costs or if we even deliver for free right before sending your order!

 


International delivery

Here are the shipping costs as well as the amount threshold for your order. The threshold is referring to the total amount of your order, which enables free shipping.
 

Taxes and customs outside the EU:

For orders outside the EU there might be additional duties, taxes or charges needed to be paid by the customer. These don't have to be paid to the supplier, but to local authorities. Please check for any details with your local customs or tax authorities before ordering! But as a benefit you don't have to pay German taxes, this means you save up to 19%!
Due to the Brexit and the associated changes, there may be delays of several days in customs clearance on site for deliveries to the UK. This is not within our sphere of influence, so we ask for your understanding.

 

 
⚠️   Countries to which we unfortunately cannot ship, and information on how you can still order from us, can be found here!
Country Shipping Fee Free Shipping From
Albania 99,00 EUR -
Andorra 59,00 EUR -
Belarus Temporarily no delivery possible 59,00 EUR -
Belgium 8,49 EUR 100 EUR
Bulgaria 15,99 EUR 160 EUR
Denmark 8,49 EUR 100 EUR
Estonia 15,99 EUR 160 EUR
Faroe Islands 129,00 EUR -
Finland 14,99 EUR 150 EUR
France 9,99 EUR 120 EUR
Greece 22,90 EUR -
United Kingdom 9,99 EUR 120 EUR
Hong Kong 199,00 EUR -
India 199,00 EUR -
Ireland 14,99 EUR 150 EUR
Island 129,00 EUR -
Italy 9,99 EUR 120 EUR
Japan 99,00 EUR -
Canada 99,00 EUR -
Croatia 34,90 EUR 500 EUR
Latvia 15,99 EUR 160 EUR
Lithuania 15,99 EUR 160 EUR
Luxembourg 8,49 EUR 100 EUR
Macau 199,00 EUR -
Malta 34,90 EUR 500 EUR
Macedonia 59,00 EUR -
Moldova 199,00 EUR -
Monaco 19,00 EUR -
Montenegro 99,00 EUR -
Netherlands 8,49 EUR 100 EUR
Norway 14,99 EUR 150 EUR
Austria 8,49 EUR 100 EUR
Poland 15,99 EUR 160 EUR
Portugal 14,99 EUR 150 EUR
Romania 15,99 EUR 160 EUR
San Marino 9,99 EUR 120 EUR
Sweden 14,99 EUR 150 EUR
Switzerland 13,99 EUR 150 EUR
Serbia 34,90 EUR 500 EUR
Singapore 199,00 EUR -
Slovakia 15,99 EUR 160 EUR
Slovenia 15,99 EUR 160 EUR
Spain (without Canary Islands) 14,99 EUR 150 EUR
Czech Republic 15,99 EUR 160 EUR
Ukraine Temporarily no delivery possible 129,00 EUR -
Hungary 15,99 EUR 160 EUR
USA including Hawaii 99,00 EUR -
United Arabic Emirates 199,00 EUR -
Cyprus 34,90 EUR 500 EUR
Qatar 199,00 EUR -
⚠️ Countries to which we unfortunately cannot ship, and information on how you can still order from us, can be found here!

 


Time of delivery

If not stated differently in the article's description, we deliver goods in:

  • 7-10 working days within Germany
  • 10-12 working days outside Germany

For orders paid in advance, the delivery time starts with receipt of the payment. Please keep in mind that there is no delivery on Sundays or on holidays.
For goods delivered as download, there will be no shipping fees due.
Access data for downloads are sent out via e-mail 1-3 working days after contract formation. For orders with advanced payment, we will deliver after receiving the payment. You can download the item by using the link sent to you via e-mail.

Self-pick-up of orders is not possible, unfortunately.