You’re one of the very early backers! You’ve been fortunate to receive help from the so-called customer service staff on this forum. All I want is just an honest answer and a promise kept. Here’s my timeframe.
23/08/19 - Backer #1913. Estimated shipping October 2019.
31/12/19 - Received faulty unit; sent email and evidence of fault to Screeneo
2/1/20 - Requested for an update
3/1/20 - Email from Screeneo that they are investigating.
6/1/20 - Requested for an update
6/1/20 - Email from Screeneo stating:
“Within a few days we will finalize the procedure and generate a return label for you. Thanks for your patience.”
13/1/20 - Requested for an update
19/1/20 - Requested for an update
19/1/20 - Reply from Screeneo stating:
“We apologize that it’s taking a long time. Our Logistics team is still trying to setup the return process. As soon as it’s operational your return will be handled urgently. Sorry again, and thanks for your patience.”
19/1/20 - Screeneo sends email to move communications to forum stating the following:
“This forum is now the recommended way for our esteemed backers to get both official support from us, and community support from fellow PicoPix Max owners.”
22/1/20 - Email from Screeneo asking to fill in return form on Google
23/1/20 - Filled in Google form for return
29/1/20 - With no responses, posted on screeneo forum requesting for update. Immediate response from one of the supposed “independent” moderators blaming Covid19. No idea how Covid affected pickup in Singapore as impact was still minimal in Singapore
30/1/20 - Response from Screeneo blaming Chinese New Year holidays and virus situation.
9/2/20 - Requested for an update
12/2/20 - Requested for an update
12/2/20 - First exchange on Forum with @Philips_Support_P. He states that due to situation they expect to pick up and send replacement units shortly after 24 February.
25/2/20 - Fedex contacts me for pickup but no airwaybill or pickup information has been provided by Screeneo. Urgent request to Screeneo for advice on what to do.
26/2/20 - Screeneo informs that pickup has been cancelled and rescheduled
28/2/20 - Requested for an update
Response from Screeneo:
“That’s why you were in the first 10 people to be scheduled for pickup….
…In the next 1 or 2 days you will receive the documents and instructions.”
2/3/20 - Requested for update
4/3/20 - Requested for update
5/3/20 - Response from Screeneo:
“Your replacement will be shipped as soon as the defective unit has been picked up. It’s best if you take a photo of all the accessories before you ship it.”
Given a courier pick up with TNT. Account number for pickup not recognised. Screeneo blames TNT. TNT tells me they checked all global accounts. No such account number.
6/3/20 - Requested for an update
7/3/20 - Comment on forum about experience flagged and hidden.
11/3/20 - Response from Screeneo:
“We will provide you a label tomorrow, you just will have to put it on the package and organize a pick-up with Fedex.”
14/3/20 - Pickup done
17/3/20 - Returned unit has been confirmed received in Hong Kong
18/3/20 - Requested for an update
19/3/20 - Response from Screeneo:
“Your PicoPix Max is under quality control on our factory, it will be shipped next week”
25/3/20 - Requested for an update
26/3/20 - Requested for an update
27/3/20 - Response from Screeneo:
“We wish to apologize for the inconvenience caused and are glad to inform you that a new product will be sent to you next week to the below address:”
It is now a month since that email and the excuses continue to pile up on the forum and get repeated by the so-called independents.