Eight days after it was delivered, it is not confirmed received. This process is approaching three months. May I be contacted by the highest authority when he/she has discovered why this is happening? You had no plan to return on how to return the faulty items. It took weeks to just issue return emails. We kept getting false information on when things would happen. Now, eight days after my projector was delivered, you still haven’t confirmed that you received it. I would like to talk to a manager.
While I understand your frustration, have you taken into account the less than normal times we have been living in lately?
@IvoGrijt. @MrBiology like myself and many others were directed to this forum as a channel to Philips/Screeneo. We are seeking resolution of our cases with Screeneo/Philips.
Are you a member of staff of Screeneo/Philips or are you authorised to speak on behalf of them to address this matter or any other issues raised on this channel? If you are not any of the above, then your questions or statements would be very inappropriate. As a beta tester your contribution to others would be best served from fulfilling your role as a beta tester and your experience with the product that others are still waiting to receive and I am sure will be more appreciated.
I do not work for Philips or Screeneo as in I’m not on their payroll, no. But I have been appointed moderator and in that function I do work for this community forum.
My comment came as a backer to a fellow backer, just like you’ve been spamming the forum with your opinions and with information on how to contact people higher up in the Philips organization, I’ve asked @MrBiology whether he has taken the virus outbreak effects into consideration. As a fellow backer I’m just as entitled to ask him that as you are to post about your own frustrations with the campaign.
First off - being a backer is a relationship between you and the creator of the campaign not other backers. Nevertheless, you are correct - you are entitled to your opinion even if it is spamming the forum with your opinion about the frustrations of others.
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And there you go. Another week whistles by without collection arranged.
9 weeks after faulty device delivered
Multiple failed communications followed by a false dawn of hope and then …
8 days after “It will be with you tomorrow”
7 days after “It will be with you next week”
Oh well. Maybe next week.
Stay safe everyone.
I most certainly have taken into account the less than normal times we have been living in. I informed the manufacturer of the problem on December 31, 2019. Times were normal back then and production was rolling. I had to prove with pictures and video that the problem existed and to show pictures of the box to see if it was because of the shipper. The box was pristine. I was the first to post that there was a clunk when I turned the projector upside-down. It took weeks for Phillips to figure out how to get it returned and they didn’t trust me to send a replacement unit, even though I trusted them with my money to put this project into production. Thanks for supporting us by sending us your money but we don’t trust you when you send us proof of a faulty unit. Time seems to have been wasted as they were setting up distribution centers on different continents. I was told that they would get back to me right away. I saw notices of emailing the return labels and the could only do 20 per day and that I would probably get mine in a day. A week later - nothing. When they finally emailed my label, I took it down to the FedEx store and shipped it. It was within an hour of receiving the email. I tracked the progress, which I assumed that Phillips would do also. The day it was received in Hong Kong, I received another email with a label to print asking me to send my projector back. Eight days after my projector was received, I find out that Phillips still hasn’t confirmed receipt of my faulty product.
Thank you for your concern. Why weren’t replacement units set aside so they could send them out as soon as they received our faulty unit back? Why has it taken my questioning to alert the person handling this that tracking information from the shipper showed the unit had been delivered which didn’t match with the information they had showing it hadn’t been confirmed that it had, in fact, been received? Why have shipping spreadsheets been messed up over and over? I need to talk with someone in authority and not someone who diffuses the problem with shipping promises that don’t come true. We were told that we would be the first to receive our units. I need someone who actually knows what is going on to give me a truthful prognosis. I am a backer and I deserve the respect of an honest answer. I would like to be contacted by someone in authority to get this resolved.
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Hello all, I have to un-list this topic again, because the executive team has been receiving multiple emails.
Let me explain again everything I know:
It’s going to begin with Covid-19, because in all honesty, this is the reason. The defective units need to be shipped back to a collection point and forwarded to the supplier. It was a management decision to only ship replacements after receipt of the defective unit (and you’ll see why).
However due to complete China closure until late February, our supplier could not activate and provide us the warehouse addresses until much later than expected. At approximately the end of February we set up 3 different warehouses, and the shipping forwarder generated the first 10 shipping labels. Unfortunately they sent not just 10 shipping labels but also 3 copies of each invoice and two 15-page battery safety documents. Then they asked us to call each customer and ask them to print these and schedule the pickup. This was untenable for both our team, and our customers. So we contacted another forwarder, and cancelled the 10 initial labels. Some of those 10 people (I am assuming Georgeleecc was among those) did anyway ship their devices.
The 2nd forwarder turned out to be even worse – instead of generating these documents, they required the customer to generate the label themselves using an account number, plus print 25 pages of documentation. We sent another 10 test customers, many of whom shipped it back but some people contacted us saying their local TNT office did not recognize the account number.
We went back to the 1st supplier who refused to continue on account of the previously cancelled 10 labels.
10 more days have passed by now, 5 days for 1st forwarder and another 5 to deal with the 2nd one. As most offices were operating at much reduced capacity, it could not be sped up further.
A third forwarder was selected. This was already 10th of March, but as the (now removed) internal correspondence I posted showed, again due to Covid-19, their HK office had severe capacity limitation. There were only 2 people in the office, one of them was assigned to Philips order. This person managed to generate around 75 shipping labels over a few days. These were all non-EU customers as the data was ready. These labels were sent to all non-EU customers.
For the remaining around 60-70 EU customers, we needed to get GDPR consent which was initially forgotten (the first 30 people). Once all GDPR consent was collated, the 2nd list was sent to the forwarder last week.
However, in the meantime, of the labels sent on 11/12/13 March, only 22 people shipped their devices and only 9 have made it back to us (as of Friday).
Now the 3rd forwarder is also unwilling to continue generating 60 more labels while so many pickups are still pending. I don’t know why this matters; in the words of the person dealing with this: “those shipping label will be over due and we need pay FEDEX the handle charge.”
Meanwhile for Canada, the forwarder requested export clearance number (first time we hear of such a requirement). We immediately checked the relevant laws and informed them that such a clearance isn’t needed for items < $2000 or those being sent for repair. Despite this, after 1 week, FedEx did not succeed to generate any label. So someone from our Swiss team used our own shipping account to generate 3 out of 9 Canadian labels last week. None of them have sent their units back so far.
So there might be a 4th forwarder now for EU pickups, although the logistics team keep negotiating with the 3rd one to continue generating these labels.
Meanwhile all customers whose defective units reached us already, or at least was picked up already, are supposed to be in the last or the upcoming shipment. Our employee handling this part of the communication (informing customers about their return status) is not in office this week. The other agents are technical and don’t have visibility on the document to answer the status. However I had access to this list so I checked some of the people posting in this thread what their status was. As the right employee was out of office, for some of you the status hasn’t been updated in this file.
There was a C-level meeting on Thursday, as I mentioned the Director of Consumer Care is now handling this matter. So all this should be solved soon.
I hope this provides some clarity. All of us are in lockdown since last week, staff capacity is minimal at the moment. I would appreciate if you can avoid sending further emails to the Philips GBL execs. Thanks.
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Hi MrBiology, I will try to answer your questions:
There is 1% reserved units for service in our orders.
The staff member who tracks this on our end is out of office this week. The warehouse itself is operating so they likely already have this confirmation (it was signed for). I can check it for you tomorrow.
I can’t answer this as I have no contact with the outbound shipment, sorry. Hope the shipping discussion threads are useful.
I believe you will be contacted as I have forwarded to the DCC all the critical cases I have found in this thread and elsewhere: @Armando_Monda @cjwilber @lilrkt @MrBiology @Georgeleecc @dencentral – if I’m missing anyone, please let me know.
Fully understand. I hope my post above gives you better visibility. I got it from various sources in our team.
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That’s an excellent response @Philips_Support_P - thank you.
I’m surprised at how few people have sent the item back, and I’d suggest that could be because their messages about problems got lost rather than that they didn’t bother sending. I for example tried repeatedly to inform the support desk that the return agents didn’t recognise the contract number, but those messages never made it to your support people because of a technical error with email.
Anyway, if you periodically post information like this, I think people will be more forgiving. It’s certainly better than repeatedly being told “tomorrow” or “next week” and then being let down without explanation.
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IT was able to recover metadata of all lost emails, to double check who might have emailed us. If anyone from the returns list is found, they will be contacted by us.
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Hello Guys,
We created some labels via UPS/DHL/TNT. We encounter many issues from backers that never shipped their device, or even didn’t contact the shipping company.
Now in order to get a smooth pick up, can you send an email to support@screeneo.com with:
- Your complete address
- Phone Number
- your Ticket ID (sent by our team in the same email as the link to the return form you’ve filled, it’s either a 3/4/5 digit number or of the form NDnnn). If you can’t find yours, just ask us!
- THE MOST IMPORTANT: YOUR PREFERRED DATE FOR PICK UP (UPS/DHL is asking this info as soon as we create the label)
Thanks!
Since this has been unlisted again - Screeneo please take note. It is almost the end of the business day in HK/China where you are shipping from and I still see no notifications of shipment or any communications from your Director of Consumer Care whoever he or she may be.
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It is unbelievable how Consumer Care are managing our issue…I really don’t know what to believe. I am thinking to start a legal action.
@Philips_Support_N @Philips_Support_P @Philips_Support_1 I think this is an insulting message to people like me that are waiting for month any update about a simple return process. You are talking about “return ID” but you know that I didn’t received any message with this information from months. I am saving everything that you and your colleague are writing in this official community forum and in any private email, I will proceed with a legal action this is a consumer rights violation.
You didn’t receive it because we found out that no one was really shipping back their device even if we gave them labels to print for pick up.
Now we are asking a proper date of pick up so we can print the label and send it.
We are waiting for your email Thanks
Hi @Armando_Monda, the ‘return ID’ is the same as ‘ticket ID’ which everyone has received. Yours is 15645.
I will modify the announcement to make it clearer.
ok, now it looks more reasonable this further request. I sent all the information required.
What further information is this?
I’ve had three communications from Philips in last two weeks:
13 days ago to acknowledge my email
12 days ago to say “We will provide a return label this week”
10 days ago to say “We will provide a return label next week”
Since then nothing.
It’s all getting a little tiresome. Agreed a projector isn’t the most important thing in the world right now, I just don’t like being messed around.
If you genuinely can’t manage to collect devices to return them to China, because of the worldwide challenges right now, just say so and stop saying “tomorrow” or “next week” when you actually mean “no idea”
Alternatively why not have them sent to your offices in Switzerland, and keep them until you have enough to send bulk shipment back to China. Of course that’s assuming you have enough faulty devices in Europe to make this worthwhile.