Ascrono Docks for MackBook Laptops

[kodabear]

Has anyone on this forum dealt with or purchased Ascrono docks for their Mac laptop? The product gets high reviews but their customer service is non existent even thou they claim to respond within 24 hours. On 9/16/22 I preordered the dock for the MacBook Air M2 which is not available for shipping until early December. On 9/18/22 my credit card was charged the preorder price plus shipping. I sent an email to support explaining that I found being charged for my order even thou the product will not ship for over two months rather unusual and the likes of the B&H, Adorama, etc, etc do not charge your card until it is actually shipped. Apparently preorder means the same as prepay to Ascrono. Two more e-mails later and I still have not received any reply therefore I am but a phone call away to my credit card company to have them reverse the charges. Anyone on the forum have any experience with Ascrono?

 

[ascrono]

Hello,

Tobias here from Ascrono. I'm very sorry about the delayed response from our customer support. You did catch us in a week where more staff than usual was on vacation.

I can see based on our customer support system that we did respond within 2 days. You reached out on the 19th and we responded on the 21st. I can also see that we refunded you on the same day. I am very sorry about the delay, we do our best to get back to everyone within 24h or faster!

To address your concern in regards to your Pre-Order and having to pay upfront for it:

New MacBook models are released frequently. We try to support the newest MacBook models with our dock as quickly as possible. Once we have a release date, we offer customers to already secure a unit from the first batch by placing a Pre-Order.

When placing a Pre-Order you ensure that you get a unit from the first batch and you will be one of the first customers we ship to (in chronological order). In addition, we provide a discount for ordering early (which future customers cannot get).

We do bill for Pre-Orders immediately and I believe many other companies do the same for example Apple. (They may not call it Pre-Order but 2-3 months until shipping for a new MacBook or iPhone is exactly that)

We will make some adjustments to our website to make this more clear.

In case you are not ready to Pre-Order and want to wait for the final release we do have an email list that you can join for any of our Pre-Orders to get notified when the product is available for immediate shipping. This does not guarantee that you'll be one of the first to get one, we sometimes sell out via the Pre-Orders even before the release date. The next batch can then sometimes take a bit of time. There will also not be any discounts once new products are released.

If you have any other questions feel free to contact us directly. Again, we will do our very best to respond within 24h to all messages!

 

[kodabear]

Hello,

Tobias here from Ascrono. I'm very sorry about the delayed response from our customer support. You did catch us in a week where more staff than usual was on vacation.

I can see based on our customer support system that we did respond within 2 days. You reached out on the 19th and we responded on the 21st. I can also see that we refunded you on the same day. I am very sorry about the delay, we do our best to get back to everyone within 24h or faster!

To address your concern in regards to your Pre-Order and having to pay upfront for it:

New MacBook models are released frequently. We try to support the newest MacBook models with our dock as quickly as possible. Once we have a release date, we offer customers to already secure a unit from the first batch by placing a Pre-Order.

When placing a Pre-Order you ensure that you get a unit from the first batch and you will be one of the first customers we ship to (in chronological order). In addition, we provide a discount for ordering early (which future customers cannot get).

We do bill for Pre-Orders immediately and I believe many other companies do the same for example Apple. (They may not call it Pre-Order but 2-3 months until shipping for a new MacBook or iPhone is exactly that)

We will make some adjustments to our website to make this more clear.

In case you are not ready to Pre-Order and want to wait for the final release we do have an email list that you can join for any of our Pre-Orders to get notified when the product is available for immediate shipping. This does not guarantee that you'll be one of the first to get one, we sometimes sell out via the Pre-Orders even before the release date. The next batch can then sometimes take a bit of time. There will also not be any discounts once new products are released.

If you have any other questions feel free to contact us directly. Again, we will do our very best to respond within 24h to all messages!

I fully understand but prefer that you not have my money for 2-1/2 months before I get my order. The least you could do is offer free shipping on pre-orders. I might note that companies I have dealt with in the past on pre-orders, those being B&H, Adorama, & Nikon to name a few have do not charge your card until the order is shipped.