Hi, I own the PPM with constant thermal shutdowns at higher temperatures, you’ve heard my story @Philips_Support_P. I am pretty happy with it when it works. But certainly I’d like to get a replacement. I paid USD142 customs duty, same as everyone who ordered it in Thailand. How to deal with it in case of replacement?
Hi @Sergey, fully understand that you want a replacement.
Please contact support@screeneo.com and tell them you already have your projector and would like to return it because it is defective. The replacement is free of cost.
I am just worried if it is some other issue that may occur again with the new unit. Anyway let’s get you a replacement and see what happens.
In this case we will probably do it again and again until I receive a normal working device. I just don’t want to pay the custom tax every time 
.
@HyAnPo expedited your request, you should’ve received a request for photo/video after which you’ll get the return form.
@Philips_Support_P I reported the issue on 31 December. I submitted photos and videos. I filled in the return form on the 23rd of Jan 2020. Still no follow up from your teams.
Hello @Georgeleecc
Welcome to this forum.
As you can see in this update (on the first post of this thread), it’s a coronavirus collateral impact :
I think it’s understandable that replacements can’t be sent, but would you mind giving an update on timelines and expectations for requesting a return.
I’ll put put my experience below and then comment with what I’d expect.
Device delivered early Friday morning. Joy!
Device not working. Joy dashed 
Sent email to bugreport@screeneo.com and also reported on here.
Got told on here that I’ve sent info to wrong address - bugreport no longer in user and I should use support@screeneo.com. Fair enough.
Forward message to support address and get rapid response back saying “What device is this for”. Ah interesting, looks like it’s a generic support line. Provide the requested information and get no response. It was late Friday though - 16:30 UK.
Over weekend I read in here about the need to prove/demonstrate via video what the fault is, so pre-empt this by sending video of the fault - suitably compressed. No response. Well it is the weekend - maybe things are only expected to go wrong in the week!
This morning I sent another email asking for acknowledgement of the video and an explanation of the returns process. I’ve heard nothing back.
Can someone explain here what the process is for returns, and what the expected response times are? I understand it’s CNY and I’m not expecting a committed date for replacement, but I did at least expect some reply to say that my request was somewhere in a queue.
Thanks in advance for any insights into the mechanism, and let me know if I need to do something different. I don’t think it’s unreasonable to expect at least an acknowledgement that I’m in the queue, within 1 working day of reporting it.
One other minor point. The email says:
“ To add additional comments, reply to this email or click the link below:” but there is no link below to click.
Hello,
My unit arrived faulty. The auto-focus is not working at all, the screen looks truncated (I can’t see the last icons at the bottom), the auto trapezoidal adjustment is not working as well and the fan is very noisy. What is the process to have it replaced.
I am very concerned about this DoA, it is time consuming for everybody, you should improve your quality checks in your production line as it is a very basic check to find this kind of issue.
The remote 3D sensor seems faulty as well and I am wondering why there is not set up button on the remote to avoid having going on the messy touch panel of the unit.
Where can I find a full user guide, going in the unit without a guide is also very messy.
Hello @gv1383
are you sure to use it in the right way, i was thinking the same untill i saw i was wrong:
autofocus, you can use your remote to ask to focus again and then you can perfect tuning it using arrows (on your remote)
screen looks truncated yes not a wonderful way to organize the first wall…at the beginning i was thinking like you! have you tried to go down with the arrows? In my case worked, I hope will be the same for you 
Concerning the remote is quite difficult at the beginning to use the air mote, try to use the arrows at the beginning and use the airmote only into apps like netflix/amazon…
good luck, i hope my experience with PPM usefull for you!
Mario
Hello Mario, the focus on the remote is not working at all either when auto focus is enabled or disabled. I succeed to do the on air upgrade and the we can see the screen in full, so it makes progress but the focus is still not working. I will ask for a return, I got a response from the PPS team and they ask me to send the filled return form back. I will be more than happy to get a way to solve to the focus issue, I thought the update will fix it but unfortunately not.
OK,
last chance, try to do the remote pairing again, after that I have no more to say…i think you need a replacement unit 
Hi @cjwilber, because you sent us several emails in a short time period, and also sent extra photos and videos without being asked, our support agent (rightly) decided it’s an important ticket and escalated it to me. But past 2 days I’ve been in quarterly meetings and was only able to check escalations in between breaks. It wasn’t until today, two days later that I got to your specific case and approved it immediately. You should’ve received the form already. Sorry for the inconvenience.
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That’s ok. Sorry if I’ve been a pain. I was just concerned that I might be sending things to the wrong place.
There’s no need to prioritise mine over anyone else’s. We’re all just excited to receive what looks to be a great product. I’m in hardware and software development myself so I have great sympathy for your challenges.
I’ve filled in the form and returned it, so fingers crossed a new device will be with me in the next couple of weeks - hopefully the two week transport and 1 weeks delay in customs will be better this time!
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Is there anyone on here from London UK waiting to send theirs back for a full refund but the power supply is working? Can I swap my faulty power supply with your working one? I know that sounds ridiculous but there is some
form of proprietary measure in the unit that will only accept the philips power supply. I have tried with like for like alternatives and it does not accept it (blue/red flashing light indicating incompatibility). I will even pay you a small fee for your trouble. I bought this in Summer last year thinking it would be great as a 70th surprise gift for my dad. I’ve spent the past 6 months putting together photos of his life on a microSD to put on the picopix and was going to surprise him in 2 weeks time. I can’t believe Philips have no parts or stock in Europe. This is so disappointing.
This sounds more like a fault in the actual unit Caroline