Hi Andrew,
My apologies for the lack of communication on our side.
I will try to find the status of your return and get back to you as quickly as possible.
Kind Regards,
Steve
Based on a quick scan of this forum how many of you have received your replacement units?
@cjwilber @MrBiology @Armando_Monda @Libnypacheco @Massimo_Pinelli @mgodefrooij @Vpisvp @Vantoshi @dmaul77 @mmeidl
Nope i haven’t heard any “real” status other than the other post a few days back which indicated mine will be sent out soon (i hope). Point of fact is i m ok with the wait taking in account of the global situation, but i am very disappointed with Philips with their total lack of comms despite my numerous emails to them for one
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Opted for the full refund, and rcvd it ~1 month after shipping out the unit.
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Thank you for sharing. I should have opted for that option but kept getting told that they had shipped out the replacement. Guess that’s the end of the road for my patience.
Hi @Georgeleecc
I received a DHL tracking code via backerkit on 15 Apr.
The code had no tracking info available on the DHL page until 23rd Apr.
23/04: Shipping Info received
That was the first and last update (last checked last night) using the tracking no.
We also tried to email support for updates several times but did not receive any reply from them so we gave up on that.
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This coming Wednesday will mark a full month since I received my tracking number. Tuesday will mark a week after @PhillipsSteve told me that I should see a change in my status in the next few days. He did say that people have received replacement units but I don’t know of anyone who actually has.
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I received this response yesterday. Obviously like many of you, I’m not holding out hope that any of it is true:
"My apologies for the long wait and poor communications.
I see that your backerkit number has been added to the next shipping list:
NEWS:
Added 200 new people. list updated
This means that your replacement unit should arrive at our forwarder in HK next week.
After that there will be a few days processing, but you should be receiving a tracking number soon."
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nothing…I’m continuing to hear only promises
@IvoGrijt honestly what do you think about this situation? is it a waste of time to still waiting for something or I have to opt for a full refund?
I have asked for one as I have lost patience in the process.
I guess that depends on how much you need the projector or the money. I can completely understand that you’re tired of waiting. If you have urgent need for the money (to buy another projector or otherwise), a refund might make sense. Otherwise, I would suggest waiting since they clearly are shipping projectors even if the progress is painfully slow. And at least I feel that the product is really more than worth the money, especially after the latest update.
I’ll give you my opinion as a fellow backer (forget for a moment that I moderate the forum to try to help you all), and I’d prefer to not get references to this opinion outside of this thread:
I don’t have a new assignment / job at the moment, so no income. My funds are running real low, and to be honest I could use the money I pledged on the second PPM I backed for my sister back in February.
But I went into the campaign with the understanding that it would take a while, but certainly not this long. I was in early and got a well-functioning unit, and was so happy that despite knowing the issues that were forthcoming once the Coronavirus outbreak happened in China, I still backed a second one.
I’m confident that no matter what happens, I will not lose my money or investment, for Philips Projection is not a company that would steal my money. I entered into an agreement where I pledged money for a perk, and will eventually receive said perk or my money back if they’re completely unable to fulfill their part of the backing.
While I wholeheartedly agree that communication could be better, there are many compounding reasons that make things even worse in this regard than usually would be the case. For instance, if we had the same level of communications but shipments would arrive within 5 business days, no one would have a real issue with the lack of better communications. If on the other hand the communication was crisp, frequent, and actual, but shipments still took as long as they do, that would also not be good, but at least understandable or more bearable IMO (in my opinion).
Another issue IMO is that due to the size of the staff, the lack of expertise dealing with so many end-customers, and the overwhelming effects of the Covid19 outbreak on logistics and people worldwide, it’s simply too much for the Philips Projection team. If everyone wouldn’t (have to) inquire about “where’s my unit?” all the time, the support staff could focus on actually important requests, like following up on defective units and returns, change of address, etc.
They have recognized this and have introduced extra help, for instance in the form of Steve Daverio, who has been working with me a lot behind the scenes to address the cases that I triaged as needing (near)immediate or specialized attention. Someone needing a change of address that’s already in the latest shipping list for instance is more important time-wise at the moment than someone merely asking for a personal status update. By doing this we’ve already successfully managed to fix certain time-sensitive issues, as well as address some of your concerns. Which brings me to my next point.
It’s really demotivating (if I may speak of my personal experience and from my own perspective) to be trying to help people and constantly have to read that we are lying, that statements aren’t believed to be true, that we made false or empty promises, that we’re running a shitshow, that I am a “so-called” independent, etc.
To quote myself in a post from the 18th of February:
Philips Projection tell you, us, what they want to and think will happen. Often things change outside of their immediate control sphere, and they might not even be aware of this. Once (made) aware they’ll do their best to influence the situation in a favorable manner to all involved, but they might not always succeed right away. It still doesn’t mean they’re lying.
Back to the other part of your question, whether it’s a waste of time and you should instead opt for a refund:
I know it’s not a waste of time for someone who really needs or wants a portable projector that has everything on board (including a battery) to project content, from the internet, removable media, external sources, for at least 2,5 and up to 4,5 hours between charges, at Full HD resolution with up to 800 Lumens brightness.
If you just wanted a gadget but don’t need one and could use the money, then after all this wait and having gotten a defective unit the first time around, I’d understand that you would opt for your money back instead.
But if you can hold out money-wise and wait a little bit longer, please do. Even if you may not end up liking the unit you finally get in your hands again (I don’t personally see how this might be the case, but that’t me), someone out there will and you would probably be able to sell it at a profit even.
That’s my personal opinion Armando.
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Thank you Ivo, I really appreciate your point on the situation. I totally agree on 99% of what you wrote and probably I will still wait a little more for the PPM. But I am really afraid on any possible future issue about this product, will I have to wait for any replacement 2 or 3 month? is this situation affordable? I am start thinking about the new Pico Projector made by Xiaomi. As I wrote I will wait a little longer before switch to another product. Hope to have good news next week.
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@Philips_Support_N do you have an update for all these backers perhaps? I seem to recall you reached out to all of them, but can’t quite recall, the facts are getting a bit blurry after 5 hours of moderating here and commenting / helping on FB group also…
I can imagine. I just wrote you a Whatsapp. Nono gave me your number.
Time for a quick call?
That’s all true Ivo, but when it’s over 5 weeks since my device was collected, and I’ve still had no communication from the Helpdesk about a delivery, that’s poor. That’s not corona virus, or poor DHL performance, it’s out and out rank bad support.
Having to trawl through lists of numbers in a public forum, using numbers that are somewhat obscure, is rubbish.
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I agree Chris, have been saying for a while now that Philips Projection just wasn’t skilled (or staffed) to deal with 14K+ backers on a one to one base.
We are working on something that will help more individually targeted information and communication become available soon. That will at least help to ease the anguish, fears, and frustration for some if not all.
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I received my projector in January 2020 after waiting months for it. When it finally arrived, it could turn on and there was no picture at all. All i heard was a whirring sound. It seems quite a few were having this issue as well.
So i went through the lengthy process of returning it in February and and then waited 4 months for a replacement to be sent. Well it arrived today! Guess what? It had the SAME issue. It’s like Philips re-packed my faulty projector, made me wait 5 months, and sent it back to me. Really, what kind of circus are you guys running? Where is the quality control!
How can i get a refund for this piece of junk?