Thanks
Thank you for sharing the information with us. We are taking all the necessary steps to get all the details on the delay in delivery and will see if we can improve it. But I’m sorry that I can not explain your questions because we don’t have enough clues on their shipping methods or carriers. It would be highly appreciated if you could share more details with the name or sample tracking number via private message or email.
Please rest assured we will be providing you with all the support you need to keep track of your orders. If your orders fail to be delivered eventually or far exceed the delivery period, we will always take responsibility to get them replaced or refunded according to our policies. We believe in honesty - that includes when the delivery messes up.
We strive hard to provide shipping methods with a reasonable delivery period to our customers, with free shipping or minimum shipping costs in the meantime. Sometimes, delivery gets late due to unavoidable circumstances. We share your disappointment as it’s happening quite a bit recently with China Post Service and is not in our control. Sorry that I can’t say for sure that this will not be occurring later on.
To avoid such delays, choosing the TNT-PostNL service can minimize the risk of shipping delays, especially if you have an urgent shipment to deliver to you. You can always contact us if you need further delivery information about this shipping method.
We will continue to monitor the delivery of your orders. And we would again like to apologize for the inconvenience caused.
Jasmine
What stops me from purchasing from you is your shipping.
There are free shipping labels on just about everything, until you try to check out , then it adds ridiculous shipping charges.
I added two small items to my cart this morning, a diffuser for a convoy flashlight and some silicone battery covers, amounting to $4.72.
When I view the cart it shows shipping: “Free to the Unites States”
Then I hit - Secure Checkout - and a $15.85 shipping charge is added to a $4.72 order.
Do you really think someone is going to pay $15.82 to ship a $4.72 order ?
nice of you to do this. i’ve only ordered a couple of times from you (years ago now), but both were pleasant experiences. love the photo of the actual package before you send it out!
Tiger2022 does not work on mobile site. There are duplicate listings for items.
Sorry for the late reply due to the Chinese New Year holiday.
Free shipping has a $20 minimum order amount. But the shipping cost you mentioned seemed unreasonable. A diffuser and some silicone battery covers shouldn’t be that shipping cost. There must be something wrong. Please reply to the private message I just sent to you with the SKUs of the products when you’re convenient. I will check and get back to you. Thank you.
Thank you for sharing your satisfaction with us. We are glad to hear that.
I’ve checked the orders placed via the mobile site, and the code was working fine. We will issue the discount to your order manually if you’ve placed the order. If you haven’t placed the order yet, we can also create it and apply the promotion prices for you. If this sounds good, please reply to the private message I just sent to you with the email of your FastTech account when you’re convenient. Thank you.
Jasmine
In 2020 my GF ordered a couple of hundred face masks for a premium. In addition, she paid for express delivery.
14 days came and went, then you contacted her for more money to cover cost of shipping. She paid. All in all, it was now close to 100 EUR for the shipping (she has a business and absolutely need those masks).
Another month passed and the masks arrived. There was a chamical smell that caused headache to them, not usable, and so they went back to China.
I’m ashamed since I recommended FT to her, and after that desaster she had a huge loss, but at least enough good masks from another source.
I’m happy you’re here so I have an opportunity to write:
Never again Fasttech. Never. Absolutely never.
Hope you go bankrupt soon.
@Unheard, first and foremost I am sorry about the pain we caused you and your girlfriend. Believe me when I say I know how you feel. At this point I probably can’t say or promise anything to win you back. I just want to share my own experience with the masks.
In early 2021, some of these face masks ended up (mistakenly) returned to an address in Hong Kong where I work. I wasn’t back at FastTech at that time but I opened the packages anyway so I can let the team know of the returns. There were these blue masks in them. They were still factory sealed in plastic bags, but to this day I cannot forget the smell that came with them.
I felt the same way you did. I could not understand why, out of all the different people involved who sourced, listed, purchased, warehoused, picked, and then packed the orders, no one noticed and said anything about it. I said almost the same words you did, to the people running the operations at that time. It was just beyond all belief and comprehension.
I do personally feel very sorry about the masks and the experience.
The DHL “more money” stunt was caused by someone who overlooked volumetric weights. When I say overlooked I mean we screwed up — masks should have been listed with volumetric weights instead of physical. Due to the number of products we carry, this problem still exists today. We’re working on fixing them daily.
Over the years, I worked with multiple sites based out of China. My observation has been that running an e-commerce site in this place involves a tremendous amount of daily micromanagement. Perhaps it’s a cultural difference, or maybe it’s a developing country thing — as China often likes to call itself that — a lot of common sense that you and I would expect of people elsewhere simply don’t exist here. I don’t mean to be disrespectful or to point fingers but, for a matter of fact, this caused the series of issues we both had with these masks, among other things.
Between 2018/19 and late 2021 a lot of the micromanagement disappeared in favor of a more “peaceful” work environment. We all know what happened next. Thus, Jasmine and I were brought back to the team.
Perhaps my message above is somewhat dim and unbelievable, but I want to say that when I saw your message, I immediately recalled how I felt the same way.
Jasmine has been working her arse off every day since last September, fighting against darn issues like this. I am also working on various improvement projects full-time.
We do want to do better, and we want to do this by owning up to the problems we had. Please keep the comments coming — they are highly appreciated.
Kyle
My experiences with Fasttech have always been positive, but there is a weird phenomenon on brave browser on my tablet in that loading a page a 2nd time, perhaps within a certain time limit of the fasttech server but I haven’t tested much (e.g. for checking for DDOS attacks or something?), it gives an error “This site is unreachable”, ERR_INVALID_RESPONSE.
It happens with all pages, direct search results, or starting the search itself. I encountered this last year already, and I think it was last January that I was browsing the site and had this issue again. Just wanted to mention this issue, so I just checked and I encountered this phenomenon again. Perhaps your webserver doesn’t like Brave browser for some reason as I don’t see this happening on the Samsung browser that is standard on the phone/tablets that I use, and it doesn’t happen on firefox on the PC.
@swhs, we are glad to hear that you have had positive experiences with us. And we are grateful to you for letting us know and sharing it here.
Thank you for taking the time to notify us of the phenomenon on the brave browser. We have noted it down, our staffs in charge of system maintenances will put it on schedule. We will keep you updated on this via private message.
Regards,
Jasmine
Hi,
I stumbled on this thread by chance and don’t have much to add to what has already been said.
I can testify that I used FastTech ages ago, bought a few things, and my experience had been good back then.
Good choice, good prices, good payment options, reasonable shipping (can’t expect premium delivery if I don’t pay premium prices !), items received as expected from reading their description.
It’s sad to learn that the service quality eventually suffered, which led to unfavourable customer experiences. But it’s nice to at least have a company founder come clean about the various issues - instead of denying them (something all too common). Proximity with customers is key.
This being said, if some customers like Unheard have been badly let down by FastTech, then the company should compensate for their losses.
The only way to regain trust is to repair your failures. Which is what FastTech is trying to do right now, since the co-founders’ return… but that won’t help the customers who’ve been let down beforehand.
You can’t possibly leave out in the cold people who’ve entrusted your service, spent more than a hundred Euros for items on which they were counting. This is not a professional way to conduct business. You can’t let victim of a mistake, bear the financial and moral consequences. Those who should pay for these costs are the people responsible for this mistake (i.e. the company as a whole). It’s the only moral approach to solving the issue, IMHO.
At the very minimum, you should refund all the costs incurred in the course of a failed transaction, and send a complimentary example of the item originally ordered (in this case : masks which don’t have a bad smell).
To sum up - as a customer, in case I reported an issue with my order, this is the sort of reaction I’d want to get from the company : “We investigated your complaint, and indeed we made a major error, therefore in addition to providing you with our full apologies, we’re going to provide a proper compensation for your inconvenience”.
That’s my vision of stellar customer service.
Bougie, we are very grateful for the time you took out of your day to write us such targeted feedback - both positive and negative. It does a job of succinctly summing up how we could have been more effective and efficient with our work, which means a lot to us. Thank you.
The year 2020 was tough, especially in its chaotic early days. It was hard to get the sources of the epidemic prevention supplies, especially masks. We did strict to the qualify of suppliers and made sure they were all from brands that had a permit to manufacture before selling them. While they were all in a hurry to ship out at that time, quality control became slack off and we drop the ball there. We deeply regret the mistake and are very sorry that this has resulted in such an inconvenience to Unhead. The refund of the total order amount including the postage was issued to him right after the return. But we know we screwed up, and there is not much we can do to make it up to him except the apologies and do our best to improve upon it.
We keep learning from our mistakes and will constantly strive to improve. Although this had passed years ago, we’ve brought it back to the attention of our team. They will make the needed adjustments to our workflow to strengthen the strict quality control and keep track of the progress to become more efficient overall.
Thank you again for your kind advice. We appreciate it very much, all of us.
Jasmine
I’m a satisfied FT loyalist since December 2012.
FT has been one the first Chinese online stores that has been consistently performing above-average to my hobby, usually catering to my non-flashlight needs and wants.
You might ask non-flashlights? Because FT never joined the group buy craze started by Doingoutdoor, Wallbuys, Gearbest, and the still surviving Banggood, among other smaller stores.
If I have to constructively comment on FT’s service and website, lately I ordered Lightning 8-pin charging cables (aside from the 20A switching PSU) that were are clearly stated as “on stock” in their website, only to be informed otherwise.
Kindly update your product list and delete ALL items no longer available for sale.
I like having the page still there for future reference when i need to look up specifications but removing the ability to order items out of stock should be the norm.
Yes…yes!! Please do keep the product listings/pages available even for out of stock or long discontinued items. If nobody minds and if you have room in the system, having those old product pages available is extremely convenient for those of us who build, mod, or repair lights!!! Or sometimes just looking to see what an older model may have looked like. Once in awhile the FT site seems to be the only available source for some of those tidbits of info and details.
It’s been quite some time since I’ve ordered from FT but I had good experiences, no issues at all. I’m encouraged to see their input here - frank and direct and professionally polite without sounds like they’re pandering or blowing anybody off. 
Avoiding mistakes is probably the most important - it’s what buyers expect, especially when ordering from overseas where errors and returns often mean losing money and/or time - but backing everything up with good customer service (for real) is worth its weight in lithium.
I can’t imagine the logistics of running a site with so very many products, keeping all of them entered and updated and corrected…and taking your own photos of most items, too. If anything can be done to keep the stock status correct, that’s top of the list, and then keeping product photos/information accurate as to the current items for sale would be equally so. Simply so that what-you-see is, in fact, what you get. People are quick to scream “fraud” or “cheat” otherwise, and they’ll scream it loudly these days all over the internet. I think you guys do a really good job (my observation and experience, both admittedly limited) but improve where you can and knock away the low hanging fruit…sounds like you’re doing it and committed, which is great!
Thanks for making this thread to begin with and for all the time spent in replies…time spent behind the scenes, too, no doubt.
tatasal, thank you for putting your trust and continued patronage into our website. We are so glad that we have met your expectations.
Sorry for the inconveniences we caused due to the inaccurate stock status of the products. We try hard to make every experience positive, but sometimes we miss the mark. It’s challenging to maintain an accurate stock status for every product because of the large number of them.
I appreciate you making us aware of the unpleasant experiences. It’s undeniable that we still have plenty of room for improvement on this. We will be taking every necessary measure to enhance the accuracy of stock status.
Thank you once again for being such a valued customer.
We have also received feedback from other customers about the idea of keeping product listings/pages available for nonstock or discontinued items. And yes, we will try our best to have them remain on our website.
Thank you for your recognition of our work. I was delighted to see you have had a positive experience with us.
Your feedback is valuable to us as we are constantly looking for ways to improve our services or products. I will be sharing your honest inputs and valuable opinions with our team, and we will discuss further to make corresponding improvements while providing products and services in the future.
We sincerely appreciate the time and efforts you have taken towards helping us to be better. Your continued suggestions and support are a crucial part of our growth.
It was our privilege to have you all as our valued customers. Thank you all for being such awesome customers.
Jasmine
The batteries came a few days ago, but you sent me first generation cells manufactured in February 2020 instead of the third generation cells i waited several months for 
Here is a picture of what i received:
Oddly enough there are tiny magnets on the positive terminals, but they are easily removed.
Aw, sheesh. See this is really important! Customer has to receive what they order, exactly. That was a lot of time and trouble that Bort and you guys went through to communicate what was being ordered/what was available/what would ship. And then a different product arrives.
Nothing wrong with first gen or mfr date as far as the quality or usability of the cells, but this is something that will send customers elsewhere and I’m sure Bort was really disappointed when he opened the package.
Very disappointed. It means going through this all over again and possibly waiting months more for a resolution.
And i just noticed something else, they are 50G cells when i ordered 50E cells :person_facepalming:
https://www.fasttech.com/products/1420/10041027/9713219
Oh…wait…yes, you’re right. But this is a GOOD mistake then! lol. Seriously!
They’ll have to chime in on reasons or commentary, but the 50G is a better cell all around than the 50E. I would love to buy some 50G here in the US but have not seen them available anywhere. I thought they all had green/teal wrappers, though, not white/grey. I’ve only seen pics, though. Basically the 50G is the evolutionary improvement that both holds voltage higher under current and also can handle much higher current. Double-win. If you don’t want them, send ’em down here to me.
Unless they’re fakes. Ha.