Hi @MrBiology your PicoPix Max was received by the warehouse and is updated in our system also now.
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Prashant, are replacement units sent from Hong Kong or China warehouse also, or from a European location?
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I hope they stored some replacement unit for us in the Europe warehouse…
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I took a programming class my junior year in college in 1972. I learned to program in ALGOL and it ran on a Burroughs 6700. Writing a program to send an e-mail when something was received (well, e-mail wasn’t around then but if it was) would be a very simple program to write. To run a subroutine to add the information to a database and to run a print routine would not be hard to do. So now, two weeks after the receipt of my faulty unit, and multiple posts to this website, I get acknowledgement that my unit is in the system. The posting that those with faulty units would receive theirs first implied that they were setting up replacement shipping prior to fulfillment shipping.
I suspect that the notices that they were e-mailing return labels and the extended time it took them to actually send them out meant that some had expired prior to their arrival. When I took my return to FedEx they said there was a problem with the label and had to fix it and reprint it. That might explain my getting a second e-mail the day that tracking indicated it had arrived and why the computer didn’t show it received.
The executive who was looking into this seems to be another poor excuse to explain why this process is taking so long. We’ve been told that 1% has been set aside so inventory isn’t a problem. The executive hasn’t seemed to improve the situation if it was even looked into. Why haven’t we received notifications throughout this process? Why haven’t we received notifications that our projector was received? Why does this process have to be completely complaint driven? If my projector has been in the company’s possession for two weeks, where is the notice of shipment? Where is the notice that they are processing my replacement? Where is the notice of shipment?
This is why I keep asking for contact from someone with knowledge of what is happening with our returns. Please get us in contact with someone who can give us honest answers and not vague explanations.
I’m not asking for a delivery date because I know that’s complicated right now, but I wonder how those of us who have returned a faulty item will get informed of the replacement delivery. Do we need to check backerkit for status or will we be informed by Screeneo support desk?
I am tracking the return of my device using the tracking number provided in the collection papers. So far it has been en-route for a couple of days, so I’m assuming it’s not air freight. To keep my expectation in check, I’m working on the following basis:
1 week shipping
1 week to process the return and check device
1 week to add me to the delivery list
2 weeks for delivery
So I’m hoping to get a replacement some time early to mid May. Does that sound about right?
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Our unit was picked up by Fedex on 14 Mar - about 3 weeks ago…
And we haven’t heard a word from Philips since (has the unit been received? When will the replacement come? Etc)
Please don’t make us wait without any clear communications again.
Once again, as with many others who have had dead on arrival devices as well, it is not so much about the long wait, it is about the long wait with no communications from Philips Customer Care.
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I got info yesterday that all whose PicoPix Max was received in HK, are included in the current shipping batch. There are only 7. Since then 3-5 more have been received who are in the next shipment list. Sorry I don’t know the names and I don’t know why you’re not individually informed.
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I hope to wait less it would be crazy to wait so long for a replacement
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This purchase was a nightmare
I’m managing my own sanity by setting expectations low. You never know, they might surprise us. I’m just grateful that they managed to pick them up after so many problems.
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It looks like your choice of new collection partners for faulty devices was a good one. My device was picked up as requested on 1st April and I have been following the tracking progress daily. This morning it was reported as being delivered.
The experience was actually a good one once it was sorted out. Clear instructions from the help desk, and good tracking on the way through.
I’ve informed the Helpdesk and sent the tracking information, so hopefully within a few days I’ll get some response confirming the return, and I’ll be back on the list for delivery of a news device.
Will the Helpdesk advise me of the delivery details, or will it be via backerkit?
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It has been 20 days since my unit was received in Hong Kong and no notice of shipment or contact of any kind from Phillips. It has been 99 days since I reported it as faulty. Good luck!
I wrote to the help desk, attaching the delivery status from the tracking page of the courier. I got a fairly quick response from them asking if they could share my details with the shipping company, which I’m hoping means they’re ready to send a replacement.
Fingers crossed
so @Philips_Support_N do you think we have to send a reminder to support?
@Philips_Support_N can you explain how those of us with replacement devices will get informed of dispatch of the replacement, and how we’ll be able to track it?
Will you use backerkit, as you did for the first delivery, updating it with the new delivery details?
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@Philips_Support_2 @Philips_Support_P @Philips_Support_T @Philips_Support_T any news? as you must know we are the unlucky ones that received the defective PPM units many month ago…among all the promises you make, You told that would have sent for first the replacement units. So what about our replacement? is it too much to ask to be updated about that?
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I got a reply from the Helpdesk to say they’ve accepted my return and will be sending a replacement as soon as possible.
They will update me by email not by backerkit.
Hopefully that information is useful to others.
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Thanks, that is good to hear! Certainly hoping that you will get a well working unit soon! 
For us, we didn’t even receive any shipping/ tracking info (via email/backerkit) for the original unit that came. It just magically came one day. Hoping that the same will happen for the replacement unit…
@Armando_Monda please contact the support helpdesk, they will inform you. I’m a technical manager and don’t have any further info on this topic.
I know you wrote “(don’t ask me shipping info)” 
but actually it is difficult has any chance to be updated via email support…15 days passed from my return…
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