Thanks for checking. Sorry to ask you for information you’ve already written elsewhere, as I said I only sent the above post due to the guidance in the header. I can see that you’ve now updated the header notice as well so hopefully it won’t happen again!
Can’t wait for the projector to arrive now… well I can wait but I wait excitedly 
That’s okay, I only referred to it already being there to indicate the steps I took to provide my answer to you. That’s when I realized that the way it’s worded in the FAQ was what sent you this way probably, which is indeed why I then fixed the FAQ and added this example.
Now all we have to do is point users to FAQ #5
Phew, that’s a lot of FAQing in one post, geez… 
A post was split to a new topic: Returned 2 Sender - JGeorgeT
When will Taiwan backers get the tracking code?
Hong Kong to Taiwan should be much easier than Hong Kong to Europe, but many Europe backers receive the goods within 20 days. Taiwan backers waited for a month without even the tracking code. What happened?
Hi @IvoGrijt
I’m sorry to ask, I know you guys are all overloaded. I tried to refrain from putting any more pressure on you but I’ve received my tracking number on 31/5 (I’m from the Laurent batch) but it’s not found on any of the DHL tracking places (i tried 3 of them just to be sure) up until now. The latest on Laurent says “Tracking labels awaited from Forwarder.” but if I read it correctly the number should be traceable already and you guys just wait for the actual labels to stick on packages. So should I just wait longer or is it time to be worried? Thank you!
Hi,
I’m in the Betty batch and I received my tracking number on 5/20 (4 weeks ago) and yet my tracking number is not active. I saw that the summary post indicates that for the Betty batch “Few more tracking labels awaited from the forwarder.” does this mean I have to wait for another tracking number or is there an issue with my package?
Thanks
Hi @IvoGrijt, any news for Taiwan backers? I’m still waiting for the tracking code although most Betty batch backers, same as me, already received their PPM.
I am Taiwan backer too.
Backer ID 15586269.
No, I still wait~~~~~~~!
I feel bad too worried this PPM.
I just sent a status update request regarding Taiwan bound shipments.
@Yang_Satie were you on a list though, did you find your contribution ID?
Dear @IvoG ,
Yes, Contribution ID:13348.
Please, Taiwan is no far from China.
And we don’t have the Wuhan virus problem.
Why shipment can be delayed repeatedly? 
Help me, please 
I am Taiwan backer.
My ID in list 3(Betty)
BackerKit id: 15585335
Indiegogo Contribution ID: 14743
Have not received Tracking Labels in Backerkit,
Please help confirm, thank you!
I know our timezone is different, but the “TODAY” should mean 06/09, which is 3-4 days ago. 3 days passed, but we still got NOTHING. Lots of people in this forum said that you Philips should be more transparent in communication, and this is a good example. Could you kindly (not too emotionally) tell us Taiwan backers:
By my acknowledge, in List 2 and List 3 Batch Betty, Amy and Laurent, Taiwan seems to be the only one (except Brazil and Russia) where backers still not receiving their tracking numbers, while others had got and waiting for it being active. Am I misunderstood? If the answer is Yes, please tell us why?
I asked them directly on the 29/5, on 3/6, and on 12/6. This last time I even talked to the manager there directly, and his only reply was to ask his subordinate to update me, which still hasn’t happened. None of the prior times did I get an answer at all from them. On the 9th I asked another colleague if he had gotten any replies, and he also had not.
When do I want to tell you any answer: as soon as I have one and understand it myself. Like this morning when I got the reply from the manager there himself regarding the EU and ROW shipments, I only took some time to edit the reply for grammar and spelling and then posted it right away.
No matter how cruel or not, if it’s pertinent and has no mitigation we do share everything with you guys and girls. The other day I even got attacked for telling someone one of the many possible outcomes of an address change being sent to the forwarder after the fact of first sending them the list. Had I said nothing he wouldn’t have lost his cool, but I would not have been complete either.
Yes, that seems to be the case indeed. I don’t know why and it’s not because we have them and don’t upload them, we simply haven’t gotten them. This either means that the forwarders either have not (generated labels to) shipped them, or simply have neglected to send the labels to us. We keep asking them, but have yet to hear definitively from them. If they also meant to include Taiwan when they said DHL would be picking the goods up in Hong Kong by Monday at the latest, then we could have something by then. But that’s a guesstimate from my part, not a certainty.
Speaking of timezones: have you noticed how often you get replies during my night (CET, which is GMT+1+1 for DST at the moment) and your morning? It’s because I’m often waking up very early or staying up all night just to be able to “catch” the forwarders in their office hours, so I might get a quicker response and questions don’t have to go unanswered for days. Even now it’s 4:15 on a Saturday morning, and I’m here answering questions to the best of my abilities. If anyone is being as transparent and available as they can be it’s me.
Or was this last part too emotional? 
Keep it up ivoG
Thanks, @IvoGrijt, that’s very clear information about what you had done, how is your progress, and what will be your next step. I think that’s call Expectation Management which is not very good in previous months.
We know all of you were in a difficult situation and being hard-working, but backers in crowdfunding are different from ordinary customers which ordered in an online shop. Ordinary customers just click their mouse and type in some information, and wait patiently for their products. But backers in crowdfunding would like to participant: they want to know what had been done, what is going on, and what will be arranged. That’s why lots of people asking the progress and plan.
Actually, we backers had wait for more than 8 - 10 months, most of us can wait for another 8 - 10 days or even weeks. We just want information given before we ask because, in customer services, things have given after people requested would sound more likely to be an excuse in angry customers…
Again, thanks for your hard-working, @IvoGrijt. I hope there will be good news next week. Have a nice weekend!
I live in Thailand id 14552 Today, June 12, and there is no movement of any tracking numbers. Waiting really repeats
A post was merged into an existing topic: Tracking number is not working
Whenever we get information we share it. If we didn’t have this long a delay in the whole campaign we would have less (rightly so) anxious customers asking, and then whenever we got information and shared it we would always be ahead of the demand for information.
But now we’re playing catch up with facts, because the delays and the pandemic’s effects:
No one in the team planned nor was ready for this new world we live in now. Where they were venturing into a crowdfunding campaign for the first time already inexperienced and understaffed to handle 14K+ backers, they never expected all the extra workload involved caused by the pandemic. So not being able to do expectation management that well might not have been so important before, but it certainly has become so now.
But the times we live in now and will for some time to come only taught me one thing so far: throw away all previously set expectations and learn to not expect anything but cope as well as you can with the unexpected.
I think you might misunderstand me, @IvoGrijt. We all know delays are normal because of COVID-19, but what we talk about is managing the information. For example:
Before I asked, nobody knows you have already asked the forwarder 3 times. So some backers will become anxious because no information received. But if the information was given on time or regular like this:
By regularly updated information, most of people who chasing this issue won’t bother you since they could get the information regularly. They would know you are still making efforts to this issue and facing some difficulty which not contributed to be your or Philips’ fault. That will decrease much anxiety and blame in this forum.
But well, regularly update seems a little difficult to Philips, might be company policy, might be understaffed, I don’t know. Many people in this forum had mentioned this, but we still see no improvement. (In thread “General info about shipment and manufacturing”, formal official information update often took more than 1 week, which is a little too long)
@IvoGrijt Hi can I check, has Amy in List 3 been sent out by 10 June already? As per the list, it was supposed to send out latest 10 June. Because the DHL given to me on 30th May, somehow still doesn’t show any tracking details on DHL.
