Apologies, I’ve just seen the note about 1st factory opening on 2nd and that apparently not being the factory where the 700 devices are.
I’ll just keep being patient
GDPR permission is needed to forward contact details to shipping company.
It was not collected for the first 30 or so people because we forgot.
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That’s an easy thing to have done - GDPR is a bit of a nightmare. Arguably anyone who has contacted you via the form to request a replacement has consented to the information being shared, but you’re probably right to be cautious.
Received a dead picopix on arrival (fan on but no picture). Sent an email and filled up some form as advised.
Got an email to asked for the confirmation of email address on 4th feb and we replied immediately.
11 Feb - Sent an email to ask for updates and we was told that, we would be receiving an email on the replacement process that week.
17 Feb - Still no email from Philips, sent another email and was told that they will be starting the RMA process that week.
29 Feb - Still no news…
I believe that Philips would have to collect back the defective unit before the replacement unit is sent.
We all understand that the factories in China are down due to the virus outbreak, but collecting the defective units back in SG should have nothing to do with the closed factories? Even a plan or some communication about the process and indicative timeline would be more helpful than asking us to wait week after week? 
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Businesses globally have been affected.
Our shipping company is also locally in China, collection center and warehouse in HK. None of them were operating until Monday 24th, when pick up finally started.
This week’s situation: The first forwarder encountered trouble with export documents for the first 10 trial pickups, only one was done. The other 9 were rescheduled. On Wednesday we switched to another forwarder, but they required customers to prepare the export documents, generate the shipping label themselves, schedule pickup using an account number — impossible from user-friendliness viewpoint. After 2 more days today the 1st forwarder solved their issues and has resumed non-EU pickups. For EU however a contract needs to be signed regarding data protection, since every 2 days the people who need customer data is changing, new contracts have to be written, signed, before we can forward contact data. Now we are sending emails to every EU resident asking consent to share.
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Thank you for your very prompt reply.
Won’t take the topic here if word was honoured on the start date of the RMA process or if we could get some updates should there be any troubles with meeting the start dates on the process. But it seems like we only get more information on this platform.
I am not based within the EU and nobody will understand any other troubles faced if we only get to know them when we come here to ask.
Appreciate if I could get an indicative date on when the RMA process for SG will start.
As you know the China government kept extending the closures, this was out of our control.
Our agents replied every time you contacted the helpdesk, with the most current information available at that time. Furthermore, there is a sticky thread on this forum which is updated whenever we have something relevant to say. You can “watch” it so you get notified by email.
But we cannot send unsolicited email to everyone with daily updates on this topic, most people won’t appreciate it.
All non EU pickups have already resumed today. We’re just waiting to receive your specific shipping label before we forward it to you. The logistics people are not on this forum so if you have any other questions, feel free to ask me.
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How can I find this thread?
What is its name?
https://community.projection.philips/t/new-shipments-after-cny/2021
This is the thread you’re looking for @kai. (Click on the blue link at the top and bookmark it)
For info about return shipments, it’s this same thread (where you posted).
I didn’t get any mail back from Philips and I am left with a broken projector since the day of delivery…
With no answers to my mail.
Please give me support, you asked for GDPR permission, I gave that but still you aren’t answering me anymore.
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I have had no reply other than (finally) a survey 3-4 weeks back, which I immediately returned. No acknowledgement of that form (other than the automated google forms response).
I’ve had no contact asking for permission to share, but I’ve proactively sent permission to try to accelerate things.
I’ve had no response to that email either.
If there really have been as few returns as suggested, why is the communication so dreadful?
In fact I decided to go and look at the form - a new question has been added about GDPR. No-one contacted me to tell about this new question, so I’m glad I checked. Thanks @Philips_Support_P for bringing this to our attention on here, so I had a chance of rectifying the situation.
I suggest anyone who has filled in the form goes back and checks whether they have answered this question.
I can’t edit mine because now it’s asking for a 5 digit ticket number, my ticket number contains also letter so it isn’t allowed… I am going crazy. And Philips isn’t answering me anymore.
I had to add a fake ticket number to get the module to send.
Everyone from EU who has not given consent yet will receive an email. No need to edit your response manually.
@Kharg, during the weekends our agents are not responding. So I am sometimes checking the tickets myself but response time will be slow. I will check your ‘fake’ ticket number and modify it to the correct one, thanks.
On Feb the 3rd I had filled the return request on Google form.
From that date no info on when, how , who will take back the defected PicoMax and moreover I have no idea when this will be replaced …
I understand it’s not easy in the actual environment but emails are still working and I would be happy if someone could give me some info.
Thanks
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Hi @simo please read the updates in this thread. Collections have started. If you’re outside EU you can expect to get some documents and a pickup scheduled in the next couple of days.
I realise this isn’t down to you @Philips_Support_P but some of your colleagues need a bit of a lesson in customer support.
I have had no response, to messages last week, so tried again today.
I finally got a response, summarised as “Thanks for your email and we apologize for the late response. You’ve not had any communication because you contacted us over the weekend.”
I emailed on Wednesday and Friday. Nowhere I’m aware of thinks of those as the weekend.
Now let’s look at some numbers. I didn’t have the GDPR question, which piecing together information from here means I was one of the first 30 returns. How on Earth can it take Wednesday, Thursday, Friday and Monday to process 30 returns??? Oh and just for the record I haven’t actually been contacted yet so add Tuesday to that list.
In looking forward to finally receiving a working product, but Philips/Screeneo need to get their house in order. If you can’t manage 30 returns (minimum) from 3-4000 shipped orders what is going to happen when you start shipping 500-1000 a day?
I realise CNY and corona virus have affected production and also the returns process but that doesn’t explain the lack of basic support functions.
I don’t really know why I’m bothering posting this, as it will either be ignored, or answered with a hopelessly optimistic message that makes no reference to the catalogue of communication failures and simply states that broken devices are being prioritised. Yet although I’m one of the first 30 and you’ve been working this for 4 days, I’ve still heard nothing.
Rant over. I do actually feel a bit better for that. Maybe there is some use to this forum after all.
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Hello, is there an update on how to ship back the defective units (from Singapore)? It has been more than a month since I filled up the google form and im yet to get word back from suppport@screeneo
Thank you