I sent an email two weeks ago about my defective device but got no reply so far (except the auto acknowledge mail).
What can I do?
I sent an email two weeks ago about my defective device but got no reply so far (except the auto acknowledge mail).
What can I do?
Hey, @Philips_Support_P or @Philips_Support_N can assist you. Keep in mind that their emails are cluttered at the moment as there are a lot of requests.
Cheers,
Same issue with me I got my item in first lot and I am not able to focus anything at all. I got intial response and post that no replyā¦ seems customer care is dead and silent.
Can you please check my issue honestly device doesnāt work at all have sent emails @Vin @Philips_Support_P
Sounds like there are quite a few of us in this boat.
Yup, they explained theyāve identified a hardware issue with some devices and will replace those, but they have a lot going on at the moment with Chinese New Year and trying to get everything on track after pausing production. Letās see how this unfolds.
Cheers,
Iām sorry, but so far itās been an endless parade of excuses and delaying to get a simple response about my dead device. Whether it be steps to trouble-shoot. Or a timeframe to replacement. Or whatever resolution. So far itās āyou sent your details to the wrong place, send them to XYZ and weāll get right back to you.ā Iāve done this three times over (two different email addresses and now here). Chinese New Year was foreseeable. Iāve been reporting this for several weeks.
Patience officially lost. I will use the social-media lever to voice my experience and perhaps and complain to Philips corp if I donāt get some tangible communication soon.
Hi guys, I am personally following up on the returns issue now. Will let you know the status ASAP.
Hi, I also have a faulty device which is so disappointing after waiting so long. Sent an email but would be grateful for some feedback asap please?
Hello Caroline,
Did you write to support@screeneo.com for a return and refund? The bugreport@ email is no longer used.
If you still donāt receive a reply (I believe it moght take a couple of working days), write us here.
Cheers,
Hi
Support wrote back immediately with a google form to complete. Then went completely silent. I chased them and they said āplease fill out this google formā. After saying I already did they havenāt responded again.
The absurd issue is you have some kind of crazy proprietary issue with the power supply. I cannot even just go and buy a new power supply at the exact same spec as it will flash red/blue and indicate itās not compatible. So stupid!
Please help me. This is all part of a 70th birthday surprise for my dad. I was going to pre load a whole lifeās worth of photos on it.
I have been so ridiculously patient and now youāre going to ruin my gift because I canāt just use another power supply and you wonāt send me one either. I expect this from other vendors on Indiegogo but Philips?!?
Prashant - you said you would have an update asap - whatās happening please. I desperately need a new power supply before you guys absolutely ruin the surprise birthday gift I was planning for my dad.
@Philips_Support_N please have a spare power supply shipped ASAP to @Caroline_Hilton.
Hi @Caroline_Hilton, thereās no way for us to pick it up and send replacement of the full unit since the warehouse is closed. They reopen next week Monday. By when do you need the power supply?
I have a non- working device, with a working power supply. Iād be happy to post my power supply to Caroline if that would help
@cjwilber thatās really nice of you. But when you send yours back theyāll check and find a missing adapter. Then Iāll have to ask them for an exception etc. itās a mess.
@Caroline_Hilton I have a spare adaptor too, PM me. Those logistics guys will take another 2 ages to be ready.
@cjwilber thank you thatās very kind
@Philips_Support_P are you saying you can have one sent to me? I need it to arrive before 21st Feb (and that is if the issue is with the power supply which I have deduced on the basis that:
a) The provides cable charges other items when using another plug
b) The provided plug does not give a āpowerā light on the unit
c) When I use an alternate power supply with provided cable I get a blue/red flashing light.
d) The unit worked with the shipped charge it had before it ran out of charge
If @Philips_Support_P could not replace I would of course have given @cjwilber my faulty one so he would still be returning a full unit with parts.
@cjwilber I will come back to you if I am not successful.
Where about in London are you? Iāve got a Powerbank which Iām sure would power your PPM. Iām in Kilburn btw.
I think itās worth a shot if you want to try it out
Btw itās not the proprietary one since I havenāt received my pledge yet, but Iām powering just about anything with this.
Zendure SuperTank and Zendure Superport.
@mmeidl thank you. Iām going on the basis that the provided charger does not light up the LED on the PPM and other chargers cause a blue/red flashing light which Philips have said on this forum is related to an incompatible charger. I think itās because both that Iāve tried (61w and 95w respectively) are Apple chargers. Got another one coming to try. Thank you. Iāll let you know how I get on. Very grateful for your offer
Did you get replacement picomax ?
Today I received a call from āSF Expressā (I live in Hong Kong) and ask me for returning the defective PicoPix. As I havenāt received any reply form Philips since 13 Feb, so I refused to return it.
What should I do now?
My ticket ID: 15786