Hello,
I got this update from DHL and just wondering if its normal ora smth is wrong?
Hallo Berlin2020,
Ich kenne das. Bei mir entwickelt es sich ebenfalls nicht weiter. Heute habe ich sogar gesehen, dass die Sendungsverfokgungsnummer gelöscht wurde.
Ich weis aber auch nicht wo ich mich noch melden kann. Bis jetzt hatte ich kein GlĂŒck.
Ich drĂŒck dir die Daumen
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Everyone here is kind of nervous because of the late delivery. I presume the custom check is solved already and the cargo just waits to be lifted up. Why someone from the forwarder company just doesnât call to DHL and tell them that theyâre expecting someone who is going to take care for that, since the delivery is already paid and itâs just blocking the space in the warrenhouse at the moment.
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You could email us at support@screeneo.com with your questions, however Iâd recommend to keep an eye on this thread for updates this week. If by Friday thereâs no progress this will most likely already have been noticed / mentioned by us or by other waiting backers.
@IvoGrijt I had returned my defective projector for a replacement earlier this month. It was delivered back to Philips on 10th of July.
I was told my projector will be shipped along with the batch scheduled on week 31 (last week). Could you let me know if there was a shipment to EU last week and if my projector is included in it?
I havenât received any tracking information till now.
I would have to ask, as I am not aware of any shipments to the EU last week being planned or happening. Does not mean they may not have happened, I just donât have the info.
However, since you donât have a new tracking label, I would say that yours was not labeled yet.
Exactly as Ivo already said in this thread, from a legal and contractual point of view, Screeneo is not the sender, thus Screeneo is not a customer of DHL, but the company in China whoâs sending the packages to DHL Germany. Thus, someone from Screeneo or even Philps, calling DHL to tell them someone in China sent a package that is sitting in a warehouse and is not picked-up will not have the expected result.
And if weâre talking about DHL Germany, is even more so. I have called them a few years ago to tell them I was not home when they tried to deliver a package, the package is on the way back to the sender, but the sender left the country and cannot contact them anymore. Their answer was: thereâs nothing you can do, then. Our contractual partner is the sender, not you.
And yes, it was a package worth 500âŹ, addressed to me. That was not enough for them to say: ok, weâre getting the package back to you.
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While that may be a good argument when it comes to DHL, I must still agree with @DBDub that some sort of escalation is definitely in place here, and this could be in the form of an escalation within the Chinese forwarder. As far as I have seen in the thread, we actually still do not really know if the EU Joy shipment has reached Europe yet, or if it has even been sent. Or have I missed something? The only update I have seen is the one referred above, i.e. that the tracking data was renewed due to lack of activityâŠ
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I asked them (the agent and his manager, with our project manager and CEO on the CC as I always do) this on Tuesday morning European time.
Whatâs the status with the EU batch thatâs now in Germany? Clients are being told by DHL that the shipment was canceled due to DHL not having received the goods from you. This is one such case: 00340434298892096472.
Please let us know today what the actual status is, not just the planning.
I got this answer from them earlier today, sorry it slipped my mind to post it:
Ivo
The goods are all in our German warehouse. We expect to scan them today or tomorrow. Start
This is exactly what they wrote to me. Nothing more and nothing less.
So nothing dismissing nor confirming the claim from DHL.
This is the level of communication we often get from them, translated using some website service. Itâs vague and often offers no real answer to our queries.
Weâve escalated often, but we are always met with promises and more vagueness, they do 80% of what they say theyâll do, or some of it will be in a different way than agreed or promised.
Hindsight is 20/20 they say, and this is 2020 weâre living in now.
I had contacted 3 weeks ago about my shipment which was rejected by DHL UK (ticket # 24802) and 2 weeks ago had asked for an update but received none. I get that you are busy and have a hundred plates spinning, and Iâve been trying to not to be another cause of the email hassles but when the vocal people are getting answers simply due to being a hassle it doesnât help. Again, I understand none of this is your fault personally, and this isnât a normal purchase process but when I pay more than ÂŁ500 for something and the delivery disappears and then all contact dries up, I feel itâs understandable to get annoyed
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You should have an update in your mailbox now 
Thank you for your understanding and patience, for providing me with a ticket number which allows me to find your ticket much quicker, and for having provided me with all the relevant information in the original mail that you opened the ticket with.
Every second or minute I save not searching for and looking all of that up helps me get more tickets handled, especially after being at it all day and night. 
There is no doubt in my mind that you are doing all you can here, @IvoGrijt, but at the same time I cannot shake the thought that a couple of calls from seniors at Philips/Screeneo to seniors at the forwarder at an earlier stage could have helped quite a bitâŠ
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Hi @IvoGrijt, Could you please look into ticket #26485 (Contribution ID: 16234) when you get a chance? Thanks!
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@IvoGrijt @Philips_Support_N @Philips_Support_N
I donât understand and it not make sense to me. That you are trying to build a business and some donât even care. Like Philips again it put me in doubt. Why would forwarder or DHL hold the goods in there warehouse to harm Philips reputation in the market. There must be an agreement between both. It dose not make sense to me all. Looks like Philips is really disparate and there business is relying on forwarder and DHL. Plus some dummy comes here admit that I am no body. Plus we never asked a question from. And still keep involving questions and answer not even have the ability to resolve the problem. Appreciate the work @IvoGrijt is doing at lest answering the questions. I feel really sorry for this brand which it looks like running by few people. As I was thinking Philips is a big brand and dealing with over 100 countries and probably delivering more than 100 containers a year to the worldwide. But it fails to deliver only 2 containers in one year. I personally backed up under the name of this brand while there was more options like anker nebula or movie for dice and yet waiting with no idea when we get this item.
Now would please let me know how long do we need to wait it is exactly a month now we have received the tracking numbers. With no movement and if I said fake tracking numbers you was not happy and you said they are real and if so then what happened to it.
Thank you
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Itâs been over a month. @IvoGrijt @Philips_Support_N @Philips_Support_N, could you give me an update on that?
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Is there predefined any fine in the contract with the forwarder, if the cargo delay overlaps some time period? This is definitely harming the Phillips reputation. Are Phillips representatives somehow pushing on the Screeneo or they do not know about this problem yet?
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Thanks
Seems like you are having a lot of issues with shipping to EU now.
How do I know when you would ship the projector. like is there a list to be updated like before. Or should I wait for tracking number.
Thanks
Ajith
Ivo when are you going to look at our tickets? Many of us donât have our devices yet and this must be the priority for you. It has been nearly 2 months since I have raised my ticket and zero response. It is obvious that Vigo logistics is incapable and you need to remedy this situation straight away.
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Hello, I ordered two PPMs on 07.07. again. Contribution ID 21893. What about the next shipment to Europe?
So I just got off the phone with the CEO of Philips Projection, who has asked me to share the following with you guys.
Apparently there was a call between himself and the President of Philips Projection, our Chinese speaking representative in Hong Kong, and the management of the forwarding company. This call was needed as apparently mails were not enough to get our message across, and our Chinese speaking representative had to step in a few times during the call to set some things straight that the forwarder was denying or claiming to have been agreed differently.
All of the issues current and previous were discussed, in what I was told not so friendly manner from our side (to put it very mildly). We have been using our best methods of pressuring them to fix their mistakes and to ship, which was to withhold payment, and they had resorted to withholding our shipments and not answering our requests. This was leading to the stalemate we had seen lately which has affected all the open and pending shipments, leading to delays for you and loss of image for us and the brand.
At the end of the call Philips Projectionâs president gave them one more chance to fix all of these issues, after which we would resume payment. They hung up without agreeing, but after a few minutes called back and agreed to resume their operations for us.
So weâre all a little skeptic yet hopeful that we will now see steps being taken. I canât promise nor guarantee improvement but I can give you this update and express my hope for a change in tides now.
If they do indeed pick things up again we should have movement in shipments that are in limbo in the EU, solutions for the previous EU shipments involving a reused tracking label, and finally have reshipment take place in Returned to Sender cases. Based on the outcome of these we will decide how best to continue / finish our outstanding shipments with this or another forwarder.
Ivo.
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