General info about shipment and manufacturing

[skinnymike]

Hello Dragos, and you are? Do you work for Philips, Screeneo, DHL, or any company that has been responsible for this comical and frustrating customer experience, or are you just one of the self-appointed gate-keepers I mentioned in my original question?

I’m just trying to figure out your affiliation with this process, and whether it is worth conversing with you to get answers, or if this is just another distracting verbal response.

[PetrSmetana]

something is happening!

[Ebpico]

Nothing happening with mine yet

[Andrew_Howe]

Mine just got processed also in Köln. It’s happening!

[daves1412]

Hey Ivo, wondering if you could track down the parcels sent with duplicate labels to find out where they actually are in the meantime? I can’t get anything out of DHL about where my parcel actually went.

Just a suggestion.

Thanks.

[RichLatho]

Anyone else’s tracking number no longer working? In UK here. Mines no longer working.

CB796014918DE

[fawkeswei]

@IvoGrijt any updates to my issue?

Sent email with details to support@screeneo.com on July 2 and another month has passed without any reply.

[pravin.v.ingle]

Are you checking it on mobile phone?
If yes, then same happened with me but when checked on laptop it showed me data, and movement too, that it got scanned today around 7pm CET.

Check on laptop.

[IvoGrijt]

@daves1412

wondering if you could track down the parcels sent with duplicate labels to find out where they actually are in the meantime? I can’t get anything out of DHL about where my parcel actually went.

If I could talk to DHL directly about these I definitely would. But our forwarder is their customer, to them I’m nobody in this whole ordeal. Even though it says Philips Projection on the box of goods, the forwarder is the one who bought the ride, so they are the only ones DHL will deal with. And they had been sitting on their hands lately.

But seeing that now the shipments are happening again, we might be inclined to trust them again to do our bidding, so I’ll be sending them a list of cases to have DHL investigate.

[Mohammad_Rasoli]

Check again

[IvoGrijt]

Yours, and several others, stopped working indeed via the DHL site. However, when I checked via 17Track.net, some did show updated information, so it must be a transitional state.

Yours is now showing updates on both DHL and 17track.net

Some are still at the July 21 state, those just haven’t been scanned yet I assume.

[Ebpico]

Mine can’t be found on the 17track site.

[pableider]

Hi all,

I can see today that my DHL tracking number shows the status as “delivered”:

Tuesday

August, 04 2020

• 11:25 Local time | The shipment has been successfully delivered Germany

The destination country is Spain and i haven’t received anything.

@IvoGrijt, do you think that it could be related with what you said about DHL relabeling the parcels?.

Thanks a lot in advance.

[IvoGrijt]

This means it was finally returned to the German warehouse of the forwarder(‘s partner).
Now we can request them to reship it to you with a non-duplicate tracking number.

I found your ticket #26357 and updated it, please reply to it.

[asekaran82]

Could you please provide an update regarding my shipment. Nobody in Phillips is even bothered to reply to my E-mails nor the support ticket that was raised.

My backerkit id is # 14350.
My Indiegogo contribution Id is # 21581.
I even raised a support ticket with number # 28146.

[Rob123]

Joy Shipment: * 00:18 Local time | The international shipment has been processed in the export parcel center | Dorsten, Germany

[stefsoli]

9 weeks since my the instruction data was sent to DHL electronically
6 weeks since the last update on my tracking

and yesterday I received a mail saying that it’s been send back to the sender (after I found out, it’s been shipped to a wrong address, they sent it to Toledo, which has nothing to do with my adress)

What should I do @Philips_Support_N, @Philips_Support_N @IvoGrijt ? Please help

ticket : 28192
tracking number CR071954544DE
indiegogo : 17847

[dragos]

The answer to your question is already since some good couple of days right on this thread!
You just have to (scroll up and) read

[igoreee]

I do appreciate your willingness to help but actually you are not. So why don’t you waste your time somewhere else?

[dragos]

I do prefer to waste my time on guys like you (not willing to read and understand what they read) instead of wasting Ivo’s time which could be actually used more efficient to solve the problems with the deliveries.
After all, the more time Ivo spends repeating information over and over again for guys like you, the less time he has to take care of the problems.

So, next time you think you’re the center of the universe, remember you’re not the only one (there are a couple of more like you exactly on this thread) and that causes us all delays in receiving our perks.

Therefore, my friend:

@igoreee

What is the status of the shipment?

And let’s see what the already available information (and also fresh information) is on this thread!

On 30 Jul 18:12

@IvoGrijt

These issues and the forwarder’s attitude have halted everything basically we do shipping wise, including replacement units, regular shipments, extra orders, AU plugs, shipments returned to sender, forgotten backers needing to be shipped to, shipments on hold by DHL, and shipments to “exotic” or difficult places like India and South Africa, etc.

We just now got the assurance via email from their manager that the EU shipments waiting in their warehouse in Germany will be picked up by DHL tomorrow and scanning will happen starting tomorrow and Saturday. Let’s see if that will actually happen or not, it’s their last chance to show us they can deliver.

Interestingly enough he pointed out that with 16000 shipments there were only about 200 with real issues. I think they’re off by a factor of 2 to 3, if we count the ones not shipped at all, returned to sender due to their mistake with reused labels, and other issues on their end. But okay, every issue is one too much.

One day later, the 31st of Jul, 17:23

@IvoGrijt

I am tracking the tracking, no action yet.

But this morning at 9:20 I got an update from the forwarder:

Ivo,
So the European device will scan the Internet today or next Monday, and then it will have shipping information

I guess they realized / were told that DHL wouldn’t scan on Saturday

Next day, Ivo answers a backer, which unlike you, managed to be polite.

@IvoGrijt

We can check for many issues, but we can’t check for all. For instance, some tracking numbers show “Delivered successfully” but the backer says “I never got anything”.

So if you don’t have a ticket for your case, and you don’t see a plausible explanation for your case in any of the news updates I’ve given, then by all means open a ticket. If you have a ticket, and want to have an update, please REPLY to THAT ticket.

Following day (2 Aug 16:52), going even further with transparent communication of the problems

@IvoGrijt

You guys don’t seem to realize this, because we try to keep some of this stuff away from you all and just deliver the results.

But we have had discussions with the forwarder quite often, including our CEO as well into these discussions.
He’s the one approving the bills so with regards to the forwarder he’s the one with the most clout.
But getting our president involved was really not what we wanted nor what they expected would happen, and it seems to have made an impression, like previous times we got to the point of paying the bills and got the same sort of promises as now.

If they sort these issues and fix the problems, then all the units on hold will also be dealt with.

Yesterday we had another feedback, saying:

@IvoGrijt

Just now at 06:02 CET we received the folowing email from the manager at the forwarder (after having requested an update due to lack of movement yesterday at 17:50 CET):

DHL picked up the goods on this Monday.
In theory, DHL will scan the goods on Monday or Tuesday Morning, however, DHL inform us they need to relabel and cover the battery label to avoid the risk of customs inspection.
So DHL finish relabel and cover the battery label yesterday, the tracking numbers will be updated within today.

So this is just a physical relabeling, the tracking numbers will stay the same.

And then today we had some users reporting their tracking number are actually getting updates

And right after they started reporting updates on their tracking number, comes mr. @igoreee and asks what’s the status of the shipment and what are the excuses this time.
Are you even serious?