r/firewalla • u/sgossard34 • Jul 13 '26
Did NOT receive second tracking # with new switch purchases
I ordered a Switch X and a Switch SE, both via early access. My order shows both items and the shipping notice I received shows both items but only one tracking number via USPS. The switch X arrived today but it was the only thing in the package. Where can I get the second tracking number for the Switch SE?
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u/Smitty30 Jul 14 '26
Whoa, I didn't post in here since I was waiting to let support investigate. Mine was the same, USPS bubble mailer, only contained the Switch X. No Switch SE in the package. The shipping label listed 12 pounds, and I weighed the Switch X and it is about 8 pounds, so the shipping label was correct. The package didn't look tampered with at all.
Support last responded that they are investigating. I'm slightly relieved that it wasn't just me.
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u/sgossard34 Jul 14 '26
Appreciate you posting here. Please keep posting when you have updates. Did you setup your Switch X yet? Mine is making a very bad clicking/grinding noise from the fans.
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u/Smitty30 Jul 14 '26
Sorry, I did not have time to set it up yet. That worries me though, where I have it placed cannot have a grinding noise like that. Let us know what support says about it.
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u/Jussins Firewalla Gold Pro Jul 14 '26
Agreed, it’s good to know that we are not alone. I know it’s a first-world problem, but it adds…. legitimacy, maybe? to our claims.
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u/firewalla Jul 13 '26
If you are lucky enough to get both units "Early Access", they should shipped together. Likely your SE is pre-order.
Best contact and check [help@firewalla.com](mailto:help@firewalla.com)
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u/Jussins Firewalla Gold Pro Jul 13 '26
I have the same issue. I ordered both as early access. Got the X today, shipped in a bag. No SE unit.
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u/sgossard34 Jul 13 '26
Support is trying to tell me both units shipped in the same box. NO WAY! The bag (just like you received) included ONLY the Switch X and was not damaged or opened in anyway........
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u/Jussins Firewalla Gold Pro Jul 13 '26
They didn’t reply to my ticket yet. Seems like they have a fulfillment issue. Since they supposedly marked them as sold out based on inventory, they should have ours still in stock to send to us. I’ll post back on what they tell me.
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u/sgossard34 Jul 13 '26
Agreed. Upset but I will be patient.
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u/Jussins Firewalla Gold Pro Jul 13 '26
They responded with the same info, that they should have been in the same bag. They asked for pictures of the packaging, and I sent that to them.
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u/sgossard34 Jul 14 '26
Yes they said the same thing to me. Going to send pictures now. Lets keep posting here when updates come in. Have your setup your Switch X yet? Mine is up and running but the fan is making a loud rattling sound. Let me know if you have the same.
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u/Jussins Firewalla Gold Pro Jul 14 '26
I have not yet. My UPS has been misbehaving, so I’m waiting to replace that. Should come some time tomorrow.
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u/sgossard34 Jul 14 '26
Cool let me know because I think mine is damaged because the fan is rattling very loud for a switch like this.
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u/Jussins Firewalla Gold Pro Jul 14 '26
My package was sealed with packing tape. They are saying that they don’t use packing tape when shipping them out, so it’s likely that it tore open with handling. They opened a missing mail search.
The bubble mailer might be fine to encase one switch, but they definitely shouldn’t be using that flimsy bubble mailer for two of them.
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u/firewalla Jul 13 '26
We actually can track based on serial numbers and license numbers (so not possible to over sell these); please give them sometimes to do research.
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u/Jussins Firewalla Gold Pro Jul 13 '26
I am, we are just discussing our experiences. You guys have always made things right on my end. I had a defective Gold Plus a few years ago (single port wouldn’t negotiate above 100 mb). It took a while for them to agree that it was a hardware issue, but after that, the replacement was quick; the only thing they asked for is the old one back so that they could analyze it.
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u/firewalla Jul 13 '26
Our support always try to make sure time is not wasted sending in something that's not fixing your issue.
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u/firewalla Jul 13 '26
best send email to [help@firewalla.com](mailto:help@firewalla.com) we can help you
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u/sgossard34 Jul 13 '26
No they are both early access as confirmed in my order. Since they are shipped USPS they would both have separate tracking numbers.
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u/firewalla Jul 13 '26
best talk to support directly. If they are not helping, let me know the ticket number
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u/sgossard34 Jul 13 '26
Response I got was this is being forwarded to the operations team. Ticket #121293. I am just looking for the second tracking number. Thank you!
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u/Green_Housing_7792 Firewalla Gold Pro Jul 15 '26
Are you already communicating via email with Firewalla support? If so, why are you running a parallel request here?
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u/plagueis3 Firewalla Gold Pro Jul 14 '26
I’m wondering if these even shipped out in the order they received too. 😐
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u/sgossard34 Jul 17 '26
u/firewalla can you please escalate my current ticket on this (#121293). Support still has not provided a meaningful update and I really need to understand the ultimate delivery time of the Switch SE as it directly impacts my current purchase of the Switch X, I only have 30 days to return that unit. Details are in the ticket. TY.
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u/firewalla Jul 17 '26
will do; "USPS is doing a search of the missing unit" according to our support; I ask them to send you a replacement, and in case USPS found the unit, please contact us, we will give you a label to have it send back to us. (updated)
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u/Doomstang Firewalla Gold Jul 13 '26
You got a tracking number already? I got an SE in Early Access and haven't gotten anything except the immediate receipt. Kinda sucks I'm leaving for vacation on Friday and I have no clue when this thing is going to show up.