Customs Problems with the Crack

[Jesse0403]

After waiting some weeks I recently got a notification from my local customs office that I have to come and pick the Crack up there. So, I went there this morning and left... without my parcel.
The guy was telling me that he couldnt hand it to me because of a few reasons. I will try to list them here: Powerplug is forbidden in Germany, no detailed information for each resistor etc. included (I couldnt believe that one tbh), some other that I dont remember.

I mean that thing about the parts was just ridiculous to me. I just told them it was a kit and was like "Nope, cant give you that then" without even opining the individual little boxes.
I got pretty upset and tried to argue with the guy which I shouldnt have done and left with him and myself being quite angry. So, now my parcel is on its way back to the US or will be shortly.

My questions are: Has anybody experienced anything like that before? Is there any other way how I could get my parcel? Is it too late to get my parcel even with the information?

Edit:

I am going to post some advice here for everyone that found this thread because he/she has a similar problem.

Ask the customs for the specific reason why they wont give you your product. There can be many reasons and knowing the specific one(s) will help you very much.
Be polite. I learned it the hard way. You cant argue with them.

If you already signed something at the customs-office, immediatly call them and ask them to hand over the case to you countries market surveillance authority. Also ask, which authority this will be.
After one or two days the responsible authority will have your case. It helps to call those people and tell them about the product.
There is a website which tells you your responsible authority, just google: icsms authority search

This wont work in all cases and if you are unlucky, the Crack will be sent back, but its worth a try.

[mcandmar]

There should be a packing list in there detailing every component, at least all my kits came with one.   As for the power cord, just tell him to keep it.

[Jesse0403]

He held the list in his hands, but he was talking about proper packaging of the components etc. As said, it was just ridiculous to me. I also told him that he could keep the plug (I wont need it anyways) and that I ordered parts like this several times without this kind of packaging, but he was saying that I got lucky then.
I dont really know how to get the Crack now.

[mcandmar]

I am confused.  What exactly is his reason for holding the package?

[Jesse0403]

I dont know the exact reason, but it was something about the individual components. He said you need proper packaging and information about the origin of this stuff etc.

Anyways, arguing didnt archieve anything, except making these people probably never want to see me again.

[Blue]

Sorry to hear that Jess :/
I also live in Germany, and my package went through customs without a problem. I just had to pay the duty to the DHL guy.
I think you just got some guy that is going on a power trip :/. I too have ordered such kits from outside the EU. The only thing I ever had to do is pay the duties.
Hope you find a solution somehow.

[Jesse0403]

Ok, just called the customs office (and apoligized). They said they wanted to hand the case over to the Bundesnetzagentur (Federal Network Agency) and the Bezirksregierung (district govornment) and try to get an aproval by them. They also clarified that the reason why they couldnt hand me the parcel is the missing Konformitätsbescheinigung (Certificate of Conformaty) which should have been included inside the package (of course its not Bottleheads fault, they cannot know each regulations all around the globe).

Man, I never knew why people where complaining about German bureaucracy... until now.

[mcandmar]

I would go back and either ask them to explain the issue in writing so you can pass it onto the Manufacturer, or escalate the issue and ask to speak to a manager/supervisor for clarification.   My guess is they will hand you the package.

[Jesse0403]

They explained to me (not at the office but via the phone now) that they need this CoC because of health reasons. The thing that is missing is the CE marking (https://en.wikipedia.org/wiki/CE_marking#EU_declaration_of_conformity).

And arguing with those people is pointless. We have a couple of stereotypes about officials in Germany and I can confirm most of them.

[mcandmar]

Doc will be able to clarify, but i believe that is not applicable as Bottlehead does not sell a fully assembled device.

If it came pre assembled then yes it would need a while load of certifications, a sealed metal enclosure, a cage on top to stop you burning yourself, and a multi language manual telling you not to use it in the rain.

[Paul Birkeland]

The customs agent likely doesn't understand that the product in question hasn't been manufactured, so the whole CE/CoC situation doesn't apply.

We also do not include a power cord for non North American customers, as there are so many different plugs around the world that it gets tough to stock them all.  The power cord line on the packing list is usually struck with a sharpie to indicate that it's not in there.

German customs, on the other hand, is notorious for this kind of stuff.  A boss I once had at a job long ago sent a $30 pair of shoes to her niece in Germany for her birthday and customs charged the poor girl $80 to receive them.

Edited by Josh to remove an incorrect statement. Explained in a post below

[Doc B.]

We have never had this happen before in 23 years of shipping kits of parts. I'll be happy to look at any information provided by the German agencies and add whatever ever piece of paper necessary. 

[Pohly]

Today I was at the customs office to get my crack. After opening the package the customs employee took out the power cable (which is from the US) and said that they have to communicate with the BUNDESNETZAGENTUR if this CE conform. Otherwise it has to be sent back or deleted. So I went back home without my crack waiting for things to come..

[Jesse0403]

I knew there were some regulations for electronics and repeatedly told the official that this is not a working product, just parts that you can make a product out of. He didnt even want to open the little boxes where the capacitors etc. are in and when I insisted on it, he got a bit rude and I got rude too and it went downhill from there.

As for the plug: It was definitely included, he held it in his hands. I told him that I wont use it ever and that he can throw it in the trash, but you know...

I also asked him, if I could get some documents as to why I cannot have the parcel, but nope again.

All I can do now is wait for the Bundesnetzagentur to judge the case. I hope they have some guys who actually know what they are doing.
They ensured me that they would send me papers once this is done, so I will probably make a new post then (will probably take a few weeks for this to be done). On monday I will call the Hauptzollamt (main customs office) and describe the case to them. They wont be able to change the officials desicision but maybe they can give me some clarification at least.

Will keep you updated.

[fullheadofnothing]

Paul posted an incorrect statement about power cords, which I have struck through and am now writing this post to explain.

A US power cord is included in all products that have a universal power transformer. On products with 120/240 choice, it is clear when a product will be used with a US plug and when it will not be. With a universal transformer sent to a non North American, perhaps it will be sent to someone who is temporarily overseas and plans to return, or someone who is using some kind of step down transformer, or any number of possibilities. You would absolutely not believe the rage filled emails we have received from people about their "missing" power cord. Thanks in no small part to those people, when we changed to universal transformer (first on other kits, then on Cracks), we began shipping a power cord regardless of location unless we are specifically asked not to in the comment field on the order.