Where's my order? Any updates?

RexlorD

RexlorD

New member
Good morning, team.

I purchased a waterblock for my MSI RTX 5090 Gaming Trio 10 days ago -- ORDER: 30197244 --

I understand the high demand, but not receiving any updates, shipping information, etc. in 10 days seems excessive.

On the day of purchase, the status says "in process," but nothing has changed since then, even though the money has already been debited.
In addition, the portal said that it would take 1 to 2 weeks to deliver, and it even improved, now the portal says 6 to 7 days... 😳

I would appreciate a prompt response. Shipping is international, and this is for a tech channel. It's one of the topics worth mentioning, but we're stuck completing the PC for this part, actually, I paid for express shipping with UPS.

I attach an image of the order, thank you in advance
 

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Eddy

Eddy

Iceman
Staff member
The GPU cooler you ordered is not in stock. Since you are very far down the pre-order list and the next two deliveries will not suffice for all pre-orderers, it will be quite a while before you receive the cooler. I would not expect a cooler before the middle of next month.

You will need to continue to be patient. Whether it's for a tech channel or not, makes no difference. Even a Linus wouldn't get a cooler earlier but would have to wait until we have processed the orders in the order they were received. We do not give preference to anyone.
 
RexlorD

RexlorD

New member
Hey Eddy, thanks for your response.

I didn't ask for priority for having a channel, I just mentioned that we're stuck to continue because this piece.

When I bought it, the portal said it would be delivered in 1 or 2 weeks. Even now, the time it shows is shorter for new purchases. If we base our decision on what your portal shows us, your customers decide whether to make the purchase, right?

That said, why does the portal show delivery within 6 or 7 days? If you have a high number of orders and keep sales open, I assume you have enough production to cover demand. If not, then please tell us how long it will REALLY take to deliver.

I've attached an image of how it currently shows.

PD: I can be patient, but please be honest with what you offer on the page and clarify appropriately based on the facts.
 

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Eddy

Eddy

Iceman
Staff member
I'll try to explain it simply and clearly so the issue is easy to understand.

When we enter a delivery date into our inventory management system, it gets transferred to the shop along with a lot of other data. That process can't easily be changed. The system is complex and a bit rigid in how it works.
Normally, that’s totally fine because we've never really had a situation where the next delivery couldn’t cover all the preorders. So it never really mattered before.

Now, with the GPU coolers, we’re facing a completely different situation—we were absolutely overwhelmed by preorders. So much so that we simply couldn’t keep up with production.

This leads to the problem that the deliveries we’re entering—actual upcoming deliveries—aren’t enough to fulfill all the preorders. The frustrating part is that the system doesn’t recognize that, and just displays the latest delivery date in the shop. If I enter 3-4 deliveries, the system always shows only the next one.

That means a customer sees delivery date XYZ in the shop, the delivery arrives, but it’s not enough for everyone. Then the shop shows the date for the next delivery. The customer sees that, gets their hopes up, but maybe once again there’s not enough stock for them. Then another date appears.
Yeah, that sucks, no question. And I get why it feels misleading. I completely understand that—but right now, we can’t change it.

It’s a stupid problem, no doubt. And we didn’t have a way to show it differently. We do have some ideas now on how we might be able to handle it better, but we’re still testing those. That doesn’t help current customers though.

Sure, you can say “just do this or that,” but if it were that simple, we would’ve done it. We would’ve saved ourselves hundreds—probably thousands—of support emails. Three departments helped answer them because our support team was completely overwhelmed. It wasn’t fun for us either; it was extremely frustrating.
We’re super happy that so many people ordered, but we honestly never expected this level of demand.

This isn’t meant to be an excuse. It’s just the way things are. Things are starting to calm down now, and we’ll have all the coolers shipped out by the middle of next month—at least for all customers who’ve already placed preorders.
We haven’t even launched all the other coolers yet to avoid adding more chaos. Otherwise, we’d already have 15–20 more models available, including for all the AMD cards.
 
RexlorD

RexlorD

New member
I appreciate the time you took to respond.

I understand the problems you're having. We just have to wait. I assume they'll include me in the orders for delivery next month. I hope so.

I won't waste any more of your time. I'll be attentive.

Best regards.
 
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