@Georgeleecc I understand your criticism. We sent the same instructions to everyone in the 1st test batch. Some users have already shipped back their product using these same instructions. But the TNT office in your location somehow didn’t recognize the account number. We are in Switzerland, Germany, Hong Kong and China. We are not in your location, so please understand it is taking time to figure out why your TNT office didn’t recognize the number.
I am sorry but we do not tolerate this language against any of our customers or Philips staff. Please refrain from this, even though your criticism is valid.
Resolve the outstanding pickup and delivery of a functioning product instead of telling me another user flagged the comment. If it’s not you then get the responsible person in your team to deal with it. You’re the product manager. Does your role extend to customer service and fulfilment? If so then that’s what is expected.
@Philips_Support_P you better get your facts right instead of falsely claiming that I am “hurling abuse”. The facts are that you have failed to deliver and continue to make excuses.
If you are not in customer service then you should not be representing your company on this forum.
I will no longer be entertaining your responses on this forum unless they directly address resolving delivery of my item.
In the meantime, in full transparency, I am escalating this to other members of Screeneo and if no further action is taken then to Philips itself and as far as this will go purely on the principle of the matter.
Hey George, I know you are frustrated but writing with capital letters, pointing fingers and being mean would not lead to nothing productive here. So please state your personal specific request which to be addressed, wait for your PPM to arrive or simply ask for a refund and get your money back.
Trust me, you can escalate this however you want, the terms and conditions of IGG are clear enough.
It is dreadfully inept isn’t it.
I’ve given up expecting this any time soon.
It’s all very well saying this is new for Screeneo but they’ve had MONTHS to sort this out.
As they were originally planning to deliver in August last year, that’s when the plans should have been in place for returns. Or were they so hopelessly inexperienced that they expected no returns.
The choices are simply:
inexperienced
incompetent
I’m going to be charitable and opt for inexperienced. And possibly unlucky. But doing a trial for 10 users, how hard would it have been to make 10 phone calls to check?
Meanwhile I’ll keep waiting and try to be patient.
I reported the problem with collection here last week. I also emailed support.
So far I’ve had no response.
Could you advise what the plans are to fix the problem with (some of) the collections?
Note, I asked TNT to check Hong Kong, UK, China, and Switzerland as possible countries where the account may have been set up. Should I have asked them to check Germany too?
@armando_monda and @cjwilber if this remains outstanding for us would you be interested in pooling our grievances and raising it with Philips directly? Particularly the chap in charge of global brand licensing?
I’m frustrated, but equally I understand they have a difficult job to do. I’m happy to wait it out right now.
I’m trying to strike the right balance of critical feedback to help them improve. I’m sure I sometimes step over the line but fundamentally I’m not too upset.
A crowd-funding is always going to bring challenges with early delivery, and I’m not really sure what Philips and/or Screeneo will have got out of this experience to help them in the future, but I don’t think escalating a complaint will help particularly, and may even make things worse.
Thanks for the update @Philips_Support_P.
Can you feed back to your colleagues in the support line that they really should be communicating this information directly to the affected users.
Just knowing that you’re trying to do something helps manage expectation, rather than 4 days of silence.
In my opinion, this is part of the learning exercise for a crowd-funding project - how to transition to mainstream support - and on the evidence to date your support organisation is fundamentally not fit for purpose.
Today marks 70 days since I reported that my PicoMax was unable to focus to the point where I could read the screen to use it. Last week I was told I would be getting information about picking up my defective projector. The week is up and no information. I’ve sent in the videos and pictures as requested. I’ve filled out the forms - months ago. It worries me that the information I’ve been given hasn’t come true.
6 weeks after initial delivery of broken device I’ve given up trying to get a sensible response.
Philips support won’t even reply.
I’d like a refund please. I don’t expect to have to pay for return postage. How do I go about this?
I have been looking forward to this device but have lost patience with the incompetence around support.
@Philips_Support_N I can understand delay in production but now I think Philips do not have interest in solve returning problems, this is really sad. Lot of us patiently waited months for see the PPM delivered, is it so difficult to plan returning deliveries? It is unbelievable.
Good news! We started to deliver the PDF with the label to ship, MSDS and invoice.
We already send it today to 16 people and will send the rest tomorrow!
Is this for the returns? So my return that I couldn’t make last week, because of the TNT problems, should be in this batch?
I might just hold my patience a little longer…