let us check. this is weird. WE just checked: we are your new address. We are going to check with DHL why.
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Itâs only when they needed to speak to end-costumers that they started doing so. So whereas theyâve been around for a while making good or great products, they had not yet ventured into the realm of one-to-one communication that a crowdfunding campaign brings with it, which is why they still struggle in that area in my opinion.
Look, Iâm not saying this to justify this aspect that upset you and possibly many other backers, but to explain why this is the case at the moment as I see it. Itâs something that once you accept it and process it, you can change or adapt your own perspective and expectations to deal with the reality accordingly.
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Hi screeneo community, I want to share with you this email message from support delivered after 2 weeks of silence and after 60 days from the beginning of return process and still no replacement delivered. They are continuing to provide false information
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Thanks for sharing Armando!
I understand your frustration and tone, it would seem to me that you wrote your reply with a lot of restraint.
If I may give just one little piece of advice: donât say things like âIâm sure this is a planned strategy toâŚâ because you canât be sure of that. Making this point shows your anger and frustration but gives the other party leverage to dismiss your arguments based on this little part that you canât actually prove.
Other than that: well written! 
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News:
We are working now on the FAN speed in order to decreased the fan noise. We found a pretty good way that will make the fan noise far more silent!
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You should find a way to fulfil your delivery promises or provide immediate refunds to all who want it.
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No point to say that.
Iâm giving you an information about what we are doing in manufacturing.
And I just checked, your replacement product is ready for this batch. Waiting for QC tomorrow
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Screeneo.
After being sent to multiple courier companies I shipped it back to you. You then proceeded to ignore me.
You emailed a reply on 19 March that the replacement unit would be shipped ânext weekâ
You ignored me again.
You emailed me on 27 March that the product would be sent ânext weekâ
It is now the 24th of April and the product has failed to be delivered.
Since this was a topic that was delisted by you or your moderators, am sharing this for all on this forum here.
https://community.philipsprojection.com/t/for-those-waiting-for-replacement-units/
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yes, your Max is ready for this shipment.
Noted with thanks but you wonât be surprised if Iâm not holding my breath.
I just checked the file we gave to our forwarder and you are in the list.
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News:
We are working now on the FAN speed in order to decreased the fan noise. We found a pretty good way that will make the fan noise far more silent!
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Hello Nono,
Sorry if it is more targeted but China is in the next batch ?
Would be great!
Thanks in advance
we will show the list of backer in current batch this weekend
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The fact that you do not understand why they do their work the way they do does not make them morons. 
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forwarder has nothing to do with DHL or UPS. Again, the situation is that flights and customs have now priorities: medical supplies
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Did you got any closer to a solution with the shipping cost to israel?
First of all, please mind your language. There is no reason to call anyone a moron here.
Also, I donât think changing companies necessarily would make any difference. Logistics seems to be a complete mess right now.
Iâll tell you an example that has nothing to do with the PPM shipment but shows how things arenât normal right now. A couple of weeks ago, I was waiting for a UPS shipment from Germany to Finland. When it didnât show up, I got a bit worried and started querying about it. It turned out that UPS had the package in their warehouse in Finland, but because of the âspecial circumstancesâ (meaning COVID-19), they werenât even going to try to actually deliver it. Instead, they kept it in their warehouse for a week and then shipped it back to the sender. Pleading with them to actually deliver it, changing delivery address or even let me fetch it myself from the warehouse was futile. They gave no other reply than that there are special circumstances and that their normal service guarantee is null and void at the moment. And this was a shipment between two EU countries, without customs or anything like that to complicate matters.
If DHL, UPS and other major logistics companies canât handle things normally right now and are even giving up on their service guarantees, who would you trust to do the job?
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