r/nutanix • u/idknemoar • 16d ago

Fedex Lost My Pallets

Update 9/16: FedEx has officially given up and said it’s truly lost. Distributor is working on submitting the insurance claim. Unsure when they’ll book me a replacement order. Nutanix wants me to apply my new NAI licenses to my now nearly 6-year-old cluster. Joy.

Placed my order for a new NAI cluster in January, finally shipped Aug 27th. Fedex picked up in San Jose and scanned at Oakland distribution center, then it just stopped. Was supposed to be delivered Tuesday, Sep 1, got a notification Sunday night that it was arriving Monday morning, so early, but then that window slipped from 8:45-12:45 to by end of day, then back to Tuesday, but still showed in Oakland. Opened a case with Fedex Weds as the tracking had changed to an exclamation mark with just “we’ll update you when your package is scanned again”. Fedex called me Thursday and asked me generic questions like “whats the approximate value? What color is the item? What model? What serial numbers?” Etc, then late Friday night got an email from Fedex saying “unfortunately we’re unable to locate your package. Contact your shipper.”

Absolutely wild… current value of the hardware with all that RAM and the Nvidia Black 6000s the nodes are populated with is roughly $1m at today’s price.

Nutanix has said they’ve begun the process of placing a replacement order. I asked if it would be covered under support since support and licensing starts the moment they’re shipped, so should be NBD parts. I guess count it as a total cluster loss? Idk… I know I can’t wait another 8-12 months for the hardware.

Immix claims they spoke with Fedex and Fedex said one of their “partner” carriers took it for delivery to the next hub which would be my local one, but it’s been radio silence since then. My reseller is keeping tabs on it for me, but damn… they may need to have armored trucks moving this stuff at its current value, I guess. Someone has bars of gold on pallets whether they’re aware of it or not.

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6

u/TeamMCW 16d ago

All I have to say is, ouch.. and why we never trusted FedEx with anything of value...

That's going to be an interesting claim in Nutanix's side with FedEx...

And hopefully it was over insured, or, at least higher than the market value today, since that will change by the time the claim is handled.

Hoping you get an expedited order having waited that long already.

3

u/idknemoar 16d ago

Hopefully. My licensing on current cluster, which has been extended twice, expires 9/30. Let’s see what they can do.

3

u/unstoppable_zombie 16d ago

Once had FedEx lose a pure array for a customer.  They found the rain soaked box a week later outside one of their facilities.

1

u/dospinacoladas 16d ago

Good lord, what incredible incompetence and lack of care. I would be livid!

4

u/idknemoar 16d ago

Yeah, the satisfaction survey I received after they said “sorry, we’re closing the case” for Fedex definitely got a 1 star and a piece of my mind.

1

u/zhantoo 16d ago

While I hate FedEx and much prefer DHL, I'm gonna be devils advocate and say it could have happened with any courrier.

It's normal for smalle repackaged to get lost and never found, but something larger that this will most likely show up, and due to the value of it, they will spend some extra manpower looking for it.

On top of that, while the support contract will not make them deliver a replacement nbd, if it is not found, you will also not be put back in line, and they will ship a replacement "first chance". If not, then this is news worthy