my ticket 19319 has been sitting there with no possible resolution.
I have been told DHL would contact me to arrange a pickup but no one contacted me and when I call them the shipment number is not found in their system.
This has been going on for over a month
@Philips_Support_T @Philips_Support_3 @PhilipsNono @PhilipsNono sorry for tagging but it’s urgent.
@Philips_Support_T @Philips_Support_3 @PhilipsNono @PhilipsNono sorry for tagging but it’s urgent.
I will need a reply as this is ridiculous.
I just need access to DHL to organise my item to be picked up to be sent for a replacement.
The replacement could have been sent already as I have provided proof, but you won’t do that of course
You are in Petit Lancy, I will bring you a new one this monday. I need to go to Geneva to get my new passport and I can bring you a new one there.
Please prepare your current one, with all packaging and accessories.
I have your phone number
Hello, we sent a reminder to DHL to contact you as soon as possible in orderer to arrange the pickup
@Philips_Support_T @Philips_Support_N do you cover the DHL fee if we ask for a replacement? I received a DOA PPM and as much as i want to get a replacement its just not fair for us consumers to pay another tax for an item that is DOA.
@Philips_Support_N @Philips_Support_T @IvoGrijt @Philips_Support_N my ticket is sitting there for 2 weeks. no body call me. how is the possible when the main production is finished and now you focus on the returns? i send an email to the support to see what is going on and i get no answer!! i have a dead projector sitting after of 6 months of waiting and i cant do nothing. ticket number 25030
@Philips_Support_N @Philips_Support_T I have not heard anything from return dept. What is going on here. DHL was suppose to pick up today but after I selected the date for pick up I have not heard anything from @Philips_Support_N @Philips_Support_N Philips After Sales @IvoGrijt. I this to be return.
@Philips_Support_T is the one handling the returns, he’s on holidays till Monday the 27th, and will then check his tickets. Please reply to your tickets and he’ll get the update.
I’m really frustrated. So sorry about my purchase of this thing.
The project arrives today. I turn it on, there’s no image. All led indicators, fan noise etc are there.
I quickly discovered that I’m not alone here. The long check list above applies for me as well.
So, can please someone/moderator tell me what to do next? Cable restore? Return? How do I open a ticket?
Thanks.
We’re sincerely sorry to learn that your experienced such problem with your PicoPix Max and recommand you to send a ticket to support@screeneo.com. Thanks
Its been exactly one month from the day that i received my ticket number for the replacement of my defective decice. When the replacement is going to happen? I send emails and they told me to wait. I cant understand why do you delay our replacement. We pay and waited so long for a broken product and after you let us down. Do i have to wait another 7 months now? 25030 ticket number @Philips_Support_T @IvoGrijt @PhilipsNono @Philips_Support_3
The return process involves prepaid shipping to our warehouse in Hong Kong. We bought these prepaid shipping labels in a certain quantity, and apparently we’ve ran out of them at the moment. So we need to buy new ones. We don’t buy these directly from DHL but via our partner in Hong Kong that handles the returns for us. I don’t handle any of this myself so that’s why I don’t know more than this.
Then once returned, we need to send out new ones. We’ve had a bit of a production gap of a few weeks so only now are there units becoming available for sending, we will be sending out a new list to our forwarder this week for that.
Thx for tha response ivog. Ok then
i am still waiting for the support to response. the more i see this PPM the more i get frustrated on how can they can ship a broken item and make me pay for import fees for this. Are @Philips_Support_T @Philips_Support_3 @PhilipsNono @PhilipsNono going to reimburse me for the import of a defective /broken /Doa item??
What’s your ticket number?
Hello all,
Ticket no: 28179
I paid around 45% total customs tax on this thing. The unit is not working and now waiting for a return process. Haven’t heard back after I filled in that form.
Very much concerned that; if and when you are able to ship me a new unit, DHL may ask another 45% tax from me. Can you please make sure that it doesn’t happen?
Please let us know how it goes. Mine isn’t focusing and I’m concerned about having to pay tax again if I return as well.
The pick up was organised for today.
However, DHL tells me that I will need to pay customs tax again! I’ve written very urgently to Philips support people. Waiting for a response.
I already waited many months and paid 45% tax for a non-working unit. I’m not going to repeat this again.
If someone from Philips is reading this, please contact me urgently as DHL will come to my door in couple of hours and we need to resolve this before they arrive.
@Philips_Support_P @Philips_Support_T
Guys can you please share with me this cable restore process document? I really don’t want to risk sending this back and being charged additional taxes (which is huge).
I did the cable restore process but no success. No one from Philips yet responding to me, nor from here nor by email. One forum member helped me but it did not solve my problem.
This is really getting more and more frustrating. I would never imagine in my whole life that I would be put in this situation by “Philips”… Wow…