No @Georgeleecc I’ve had no communication since April 9th. On that day I got 2 or 3 messages saying I’d be in the next batch, but that it might be a while.
I’m presuming I missed out on the 11th April delivery which is mildly frustrating.
I’m hoping to be in the next UK delivery but that hope is based on my enthusiastic nature rather than any communication from Screeneo.
I’m looking on the bright side - the two year warranty starts from delivery of a working device so there’s a good chance that I’ll have 2 years on a more reliable device with better software.
I’d set my expectation as middle of May following collection at the start of April. Currently that’s looking a bit optimistic, but let’s see.
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Sorry to hear that mate. No visibility might be better than inaccurate news at this stage anyways. My unit was confirmed as returned to HK on 17 March. Hope all is well in the UK otherwise.
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Not since the 4th .they said ready for pick up. O was like finally maybe the after quarantine is gonna be fun then .no news.
No, nobody tried to reach me.
As expected I am not in the last backerkit shipment list. @IvoGrijt I really don’t want to complain with you, but Philips Screeneo lost another opportunity to demonstrate that they care about their customer. No one here pay attention to our rights so next time please choose to stay on the right side.
I’m on the side of the forum users, and that includes the staff of Screeneo also. Please show me where I have not had the users of this forum in my interests, where I’ve worked against those who felt wronged by Screeneo. I’ve been critical of Screeneo also, and have allowed many posts that were somewhat inaccurately flagged by other users as being inappropriate to stand as I firmly believe everyone has a voice. Some threads were unlisted, but up till now only Screeneo staff have done so for reasons they have not always shared with the other moderators.
I’ve worked behind the curtains trying to get information to pass on to the community, have tried to have certain questions answered for the benefit of all of us, have created and keep curating a summary thread so everyone can find information in one location, often spending many hours on the forum answering questions over and over. And all this when I have my first projector long time, so I could’ve just forgot about this whole forum and not bother with any of this.
I even complimented you on your mail the other day, giving you tips on how to make your arguments even stronger.
Only for you to suggest that I’m on the wrong side of things now? Just because you’re not in this shipment?
Wow.
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We were told that those with defective devices would receive the first projectors. That didn’t happen. We were told that 1% of the Picos were set aside for those people who returned defective devices. If the current batch didn’t pass QC, why weren’t the replacements on the first shipment that went out? We returned them prior to that shipment. Why does the story keep changing?
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It has been totally silent. I had a notification that there is a tracking number but there has been no change for 10 days. How can they make a tracking number with no units available to send? With all of the QC failures, it appears that the people assembling the projectors, if we ever get a replacement, there is a big chance that we will get a faulty unit. It appears, with the software upgrades that are making the text bigger, that the 4K isn’t working as people can’t see the text. I never e-mailed an executive of Phillips. I have repeatedly asked to find out something from someone who has knowledge of what is happening and no one has come forth. I feel sorry for the moderators who are taking the hit for the people who need to step forward and clear up the mess.
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HI @MrBiology. Making a tracking number is simple. It just means you’ve booked a pickup and not actually shipped the item. Even we could go onto the DHL website right now to book a shipment and get a tracking number that we can send to a recipient.
When shown facts on this forum the immediate and default reaction from the Screeneo team and a number of the moderators is to not address the fact that has been presented to them. One of them even had an interesting suggestion
“Have you been able to confirm with the companies that the whole chain, from the manufacturer in China all the way to the customer, are working normally without any prioritization of medical shipments?”
Probably lost in translation but otherwise just irrelevant questions that appear to mask the true issues.
Public data directly from the couriers on expected delays is presented and Screeneo’s explanations as repeated by the moderators just don’t line up and irrelevant questions are asked.
Anyways, I hope you have your situation resolved soon.
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Sorry, It is nothing about you. I know you are doing your best but as @MrBiology wrote our situation is incredible, no one care about our rights and when I saw another list of unit ready to ship not including my replacement unit I felt really angry. I really appreciate your role but It is time to see real progress about these cases.
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I understand Armando, thanks for your apology.
I am trying my best to help all of you, from those who don’t complain but silently wait to those who are more vocal, from those who got nothing to those who got faulty units and needed replacements, all of you.
I do that by trying to answer questions and keep information available so the Screeneo team doesn’t have to do that also, so they can focus on getting the shipments going and sorting out their logistics.
If I could actually influence anything else I would, but I’ve sometimes failed to even get an answer to requests regarding the forum (not for myself), and have at times had to take measures into my own hand without prior discussion or consent.
I feel they should’ve done as they said all through the Chinese New Year holidays: allocated replacement units for their backers first, and sent that out to regional distribution centers with the first flight out. Then as soon as those users managed to finally return their defective units, they could’ve sent the replacements.
Having the replacements shipping with the regular batches saves on shipping cost perhaps but isn’t fair to those early backers who’ve been left waiting because of having got defective units.
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Someone here received any communication about DHL new units shipment?
Nope. Twenty days after the shipping label was created, I get this message: No Results
Unfortunately, the tracking number you provided cannot be located. Please verify the accuracy of your tracking number provided by your merchant and track again. In the event your tracking number does not provide results within the next couple of days, kindly reach out to the merchant you purchased your item(s) from for further support. Best Regards, DHL eCommerce Solutions Customer Service.
Isn’t it odd that they tell me to check with the merchant within the next couple of days? The truth lies somewhere. We were told to wait 10 days because it takes that long to get shipped out because of medical supplies. I’ve received a number of items from China that I ordered less than a month ago. A couple of them were toys for my grandson’s birthday. The delay was only about four or five days. I don’t suppose we could get someone in charge to respond to us.
@Philips_Support_P, @IvoGrijt, @Philips_Support_2 Could you please check to see if my replacement is in the queue for shipment some time in the next couple of months? I know you are trying to answer our questions and I know you are not involved with shipping but my tracking information in more than 20 days old and I know you want to provide the very best of customer service, so could you do me this little favor?
Update: I was promised a tracking code within 7 days and unsurprisingly didn’t receive anything or any other update. This has gone beyond bad customer service to simply lying. Please now give me a refund.
@Philips_Support_P @Philips_Support_2 @Philips_Support_2 @IvoGrijt Has anyone who returned a defective unit received a replacement? If not, why not?
Hi @MrBiology, the right contacts for after-sales issues are @Philips_Support_T @Philips_Support_T, and for grievances @Philips_Support_N.
Still no tracking code for my replacement projector and more importantly no communication. At all. This is now beyond a joke. I understand the impact of Covid but this doesn’t justify you lying about sending out tracking codes for weeks on end. I would like a refund immediately please. @Philips_Support_T, @Philips_Support_T and @Philips_Support_N, are you able to assist?
Try contacting one of these staff members:
I shipped my defective PicoPix Max on April 7 and it was delivered on April 14. It is one week shy of a month since it was returned and I have received zero confirmations of it being returned. I’ve been very patient considering the circumstances but just a little communication goes A LONG WAY. If only I could be updated that my return was processed and be told what the current status of the replacement is. I’d greatly appreciate it. Thank you @Philips_Support_2 @Philips_Support_P @Philips_Support_2 @Philips_Support_T @Philips_Support_T @IvoGrijt
