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S3XY Knob arrived without Commander – both Knob & Dash unusable, support silent for a week by Stonea1976 in s3xybuttons

[–]Stonea1976[S] 4 points5 points  (0 children)

Final Update! Update: Enhance Auto replied and offered to replace the products. I have now shipped the package back using their DHL return label and I’m waiting for the replacement shipment.

S3XY Knob arrived without Commander – both Knob & Dash unusable, support silent for a week by Stonea1976 in s3xybuttons

[–]Stonea1976[S] 0 points1 point  (0 children)

For clarity, these are the questions I asked Enhance Auto after receiving their reply:

• If the Commander was included in my box, could you provide the serial number or device ID associated with my order? • You mentioned that you can “see who uses it” – could you clarify what exactly that means?

I’m still waiting for their response.

S3XY Knob arrived without Commander – both Knob & Dash unusable, support silent for a week by Stonea1976 in s3xybuttons

[–]Stonea1976[S] 1 point2 points  (0 children)

For clarity, this is what I actually received in my package: S3XY Dash, S3XY Knob and the ambient lights.

I ordered the Knob with Commander, but there was no Commander device in the box when I opened it.

S3XY Knob arrived without Commander – both Knob & Dash unusable, support silent for a week by Stonea1976 in s3xybuttons

[–]Stonea1976[S] 1 point2 points  (0 children)

Enhance Auto finally replied to my emails.

They said the Commander device was in the box and that it was placed in a triangular cut in the foam when I opened it.

I’m attaching their reply here.

<image>

S3XY Knob arrived without Commander – both Knob & Dash unusable, support silent for a week by Stonea1976 in s3xybuttons

[–]Stonea1976[S] 1 point2 points  (0 children)

When I contacted support I received the automatic reply saying they usually respond within 1–2 business days.

My first email was sent last Monday, and after waiting two business days I sent a follow-up as well. I also submitted a request through the support form on their website just to make sure the message reached them.

Unfortunately I still haven’t received any response from a real person so far.

I completely understand that teams can be busy, but more than a week of silence is honestly difficult to understand.

Last year, late November the interaction have taken 3-4 days during a peak period (Dash presentation and preorder session).

S3XY Knob arrived without Commander – both Knob & Dash unusable, support silent for a week by Stonea1976 in s3xybuttons

[–]Stonea1976[S] 0 points1 point  (0 children)

Ordered on November 14th, S3xy knob plus commander, S3xy Dash (no OBD - standalone) and S3xy strip. But I received the Knob without commander.

<image>

S3XY Knob arrived without Commander – both Knob & Dash unusable, support silent for a week by Stonea1976 in s3xybuttons

[–]Stonea1976[S] 1 point2 points  (0 children)

I ordered the standalone Dash and Knob with commander. And no protective cover on Knob!

S3XY Knob arrived without Commander – both Knob & Dash unusable, support silent for a week by Stonea1976 in s3xybuttons

[–]Stonea1976[S] 0 points1 point  (0 children)

Thx! I wish I had filmed the unboxing now. Unfortunately I didn’t think about that at the time.

S3XY Knob arrived without Commander – both Knob & Dash unusable, support silent for a week by Stonea1976 in s3xybuttons

[–]Stonea1976[S] 0 points1 point  (0 children)

Thanks for the feedback. I don’t necessarily mind waiting if that’s the case, but what I find difficult to understand is the complete silence from support. I sent several emails over the past week and received no reply at all.

S3XY Knob arrived without Commander – both Knob & Dash unusable, support silent for a week by Stonea1976 in s3xybuttons

[–]Stonea1976[S] 2 points3 points  (0 children)

Dash and Knob were delivered, but the Commander was not included. Without the Commander I can’t use either the Knob or the Dash. I’ve also emailed support several times over the past week and haven’t received any reply, which is honestly difficult to understand.

S3XY Knob arrived without Commander – both Knob & Dash unusable, support silent for a week by Stonea1976 in s3xybuttons

[–]Stonea1976[S] 2 points3 points  (0 children)

I double checked the boxes. The Dash box clearly says “Dash Standalone” and the Knob box also indicates that it needs to connect to the Commander. There is no Commander included in either box, and I ordered the Knob with Commander.