For those waiting for replacement units

PicoPix PicoPix Max (PPX620)
82

Hello folks, major update—

after being frustrated ourselves with the slow pickup response of the external forwarder we are now taking matters in our own hands.

Each of you will receive a address and TNT account number to schedule the pickup yourself, without waiting for anyone to get back to you. You will also receive all the export documentation which we have prepared for you individually.

This also applies to EU customers since you will schedule the pickup yourself we don’t need GDPR consent to hold you back.

I hope this will finally solve the return shipment problems.

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83

Have done or will do? I’ve had no email from you.

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Hi @cjwilber :

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Apologies @Philips_Support_P - I was absolutely convinced your message “has been sent” not “will be sent”.
It’s the excitement that’s getting to me :crazy_face:

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86

FYI: These emails started going out yesterday, probably all sent already. I’ll update when I have more info from my colleagues.

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87

I have not received anything yet…my ticket ID is 15645

88

Though I am not from EU, I received an email requesting permission to share personal data with the shipping company. What confuses me a bit, every email communication with support team my ticket ID has been changed to a new one. The Google Form has given me ID#18503, the latest request referred to #16138. Hope the team is tracking the cases for replacement properly.

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89

we are sending now the first emails with the process and the TNT account to use
Test on 10 people and we will send the other one tomorrow.

90

Thanks for an update. I can be your guinea pig to test the TNT account stuff.

91

I’ve received the email and will report back on any snagging issues.

First observations:
Form filled out already. Good.
Date in US format - 03.05.2020. Maybe use unambiguous date format 03 March 2020.
Total invoice value $250. Seems low, and with be useful to understand why you’ve stated that value.
There is text saying “SAMPLE OF NO COMMERCIAL VALUE” - not sure of that.
I’m being asked to sign something as true and correct when those latter two points given me some reason for concern.

There is a safety data sheet mentioning the LiIon battery. Good.

In fact there seem to be two separate sheets. Not sure why two are needed but it doesn’t cause me any issue.

Now progressing to calling TNT.

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92

This is the same as the value used when shipping out, as far as I know.

It’s because defective or returns items have no commercial value to us. A sample of “commercial” value is when it’s packaged new and intended for sale.

There are two different sources of battery used in picopix max. Actually we hope that you don’t have to supply this document, it’s many pages to print, but it depends on your local regulations. So we included both files from the start.

2 Likes
93

I called TNT and provided them with the account number that was emailed to me. That account number doesn’t exist according to TNT. Does anyone else have this issue? Please DM me if you were able to arrange for the pickup of the faulty unit.

This is very very very disappointing and leaves a thoroughly bad taste.

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94

I received the email with the procedure to send it back with TNT, but organizing the shipping seems impossibile as the account number I got isn’t tied to any account as TNT said.
Please, provide another solution to ship it back.

95

Is it just me or the answers we do get from @Philips_Support_N about when to expect our orders, are quite vague, with no real useful info? These were the answers for my query about getting a tracking number for my order that was sent back to sender nearly a month ago, because of defective packaging……

PhilipsNono 29 days ago
Hello,
We will check with DHL as we are not in charge of the shipping. We will keep you posted.

PhilipsNono 25 days ago
We are on it as our forwarder in China is now going back to work

PhilipsNono 21 days ago
Hello, We are on it and we will keep you posted

PhilipsNono 10 days ago
Hello,
You product came back from DHL with a defective packaging and we need to change it. We will send you a new one

PhilipsNono 4 days ago
Hello, your product has been sent back to HK, this is not our fault but DHL.
Your product is shipping back again tomorrow.
Thanks,

PhilipsNono 4 days ago
Will keep you posted tomorrow

PhilipsNono 23 hours ago
still waiting for DHL. we are pushing them

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Thanks, I know the vagueness is subjective, but you can’t be satisfied with that type for answer for nearly a month, without getting any useful info.

98

@Philips_Support_P @Philips_Support_N I am still waiting any news about the shipping (TNT mail?)…I know it was not easy deal with so many problems that have happened during this crowdfounding but I hope my replacement unit will be in the next shipping. I paid in august 2019 for something that I am still not able to use…

99

Likewise I have called TNT today and they can’t recognise the account number.

Can someone check this please?

100

Meanwhile, for those of us who are returning devices, do we have to wait for you to receive and check the device before a replacement is sent?
I’m fairly certain I read somewhere that you’d send out replacements in parallel.

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I wouldn’t count on them being true to their word. This whole thing has been a fiasco so far and all we get are longer delays. Truly disgraceful behaviour. Then there’re the fanboys on this forum who add nothing to the discussion and try to defend Philips when we want is proper answers and what we paid for. Anyways, my latest email had the following:

“Your replacement will be shipped as soon as the defective item has been picked up. It’s best if you take a photo of all the accessories before you ship it.”

@Philips_Support_N @Philips_Support_P

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