So I called 02476 937770 and I chose the second option. This option is if you have a calling card and it then asks for the card number followed by the hash key. I entered seven random digits, hash key, it asked if I’d like to try again, so I did and entered seven random digits again followed by the hash key. I then got told it was wrong again and it asked if I’d like to speak to an advisor. I was on hold for twenty-five minutes, but the advisor was really helpful and just before we finished, the parcel arrived.
Cheers for the quick response, it did work for getting through but unfortunately the advisor I got was a lot less helpful and just kept telling me to go back to the seller for a shipping number despite me describing your situation. I think I was just calling to close to closing time and she had no interest. I guess it’s back to patiently waiting for a pleasant surprise.
That sucks. The advisor I spoke to wasn’t able to help with the consignment number I had, but she searched the name, first line of address and postcode and said that there was another consignment number showing up. The new one was a nine-digit tracking number and I searched it while on the phone. It worked straight away.
I think they’re shut tomorrow, but I’d call them again on Monday and ask them to run a check on the name and address to see if anything else comes up. Apparently, the original shipment number was out for delivery at the end of March, but a new consignment number was created and assigned this week. I still don’t understand how it went down, but they might have assigned a new consignment number for you and it’s actually really close.
Sorry that you’re having to experience all this. I had a meltdown at the thought of a £600 projector being lost in the DHL system, but hopefully you’ll get an advisor who can be more helpful.
Yes, I do:) Because of me you have to write such a long message instead of doing some more pressing things. I still do not understand forwarder’s issues and I don’t have to. When looking to the tracking it shows a very usual route. A German DHL handled by Baltic Itella. As a few dozen times a year for me. But in case of ppm it is sometimes untraceable, sometimes just stuck, sometimes wrong addresses, sent to Amazon warehouses etc etc. Maybe I don’t understand something but I cannot believe that it is only DHL fault. I think it’s also a poor handling on Philips part. I appreciate really your help and it’s nothing to do with you but we are all very tired of this never ending story…
So. Philips packs the PPM in a box, sticks a shipping label on it with your address and hands the package to DHL.
DHL won’t provide a proper/meaningful tracking and delays the delivery.
How is this Philips’ fault? Please help me understand!
In my opinion (just some personal thoughts that probably no one cares about) this is not a matter of whose fault it is. It is a matter of whose responsibility it is. And it is Philips’ responsibility to deliver the goods we have purchased from them. What happens behind the scenes should be completely transparent for us as consumers. I accept that we are living uncertain, challenging and unprecedented times. I assume that I have to be patient. My personal issue with this situation is that I don’t know where my projector is, if I will ever receive it, if I do, when it will be delivered and that I do not have anyone providing responses. Mine is stuck in the same situation since June 2nd and I have no way to get responses or solutions. Having said this, I will continue waiting and avoid annoying anyone with my questions. I appreciate all the efforts that IvoG is putting to support this forum and all of us. I will continue to keep fingers crossed and shut now for some time.
It literally says: “ Get one Philips PicoPix Max projector and its accessories.” it does not say “invest” or anything like that. It promises that you will get a projector.
We have a backlog in logistics related tickets being picked up, and are working hard to get them all solved.
What helps us is if, when you have an issue, provide us with as much information as you have. Yes we can look it all up, but that takes extra time, when you probably have the information, your information, already at hand. So if you have an issue with your shipment or tracking code, it helps me if you provide me with:
your name or email you backed with if different from the one you’re mailing the support desk with
your address postcode at least, the full address if you don’t mind
the actual tracking code
your IndieGoGo contribution ID
your Backerkit ID
if it’s a follow up request, the number of the previous ticket if known, or just replying to the last email received in the previous ticket submitted
the steps you’ve already done to solve this issue you’re facing
as detailed a description of your issue or request as possible
This saves me from having to look up info in all sorts of systems before I can start to find a solution.
Dear sir @IvoGrijt@Philips_Support_N@Philips_Support_N I am wondering why is Philips keeps laying to people? First of all peoples here are waiting since April and May to get there PPM and still straggling with trucking number. Production was finished about 6 to 7 weeks ago and it took about 4 weeks only to make a list and then it took more than a week to send it to the forwarder and now it is over week the labeling no finished and yet the send an email to people that the rest of the projector will be ship this week and this week. Which is gone even I red somewhere it says it will be ship on the 26 June again nothing happened. I am wondering why is such poor service? I don’t think this the first time Philips is running a project really disappointed
Salam @Mohammad_Rasoli, I think there’s a national holiday in China at the moment due to which it’s difficult to get updates. They’re done with the manufacturing of all units, so the only thing left to do now is to ship the remaining items and it’s very hard moving things during the whole COVID situation because China exports many, many things to the whole world and everyone wants their shipment to be on the next flight out.
Just a little while more, Insha’Allah, I hope we’ll all receive our devices soon and without any defects. I’d suggest tricking yourself into thinking that it will come by 20th of next month. That way if it comes sooner, it will be a good surprise. If it comes by then, then you won’t be as disappointed. I’m still waiting on mine!
@Mohammad_Rasoli
After we were done with the production runs for the backers, there were still people we seemed to have missed, others whose unit was lost or damaged in transit, and some that were defective and needed replacing. Realizing this, we had another production run allocated to cover these cases, and like I said before in one of my updates, even Joy would not be “the last production run”, especially not if you consider we’re now offering a “One for the road” deal.
The dates we gave before were what the forwarder had told us they were aiming for, but apparently have not been able to arrange flights for yet. So as they missed those dates they should’ve let us know, but I for one do not know the status or new shipping dates yet.
So no one at Philips Projection is lying to you as far as I can tell, the actions just haven’t been done as had been communicated to us and we have since communicated to you. To me a lie is a deliberate misrepresentation of the reality meant to deceive you, that is certainly not the case here.
I just added the next batch, Florent, to List3
This batch has replacement units and some forgotten backers. We will add more forgotten backers if needed to the list after this batch, as we sent more stock to the forwarders than there are on this batch.
