Latest News Updates Summarized

[IvoGrijt]

This is a summary post with the latest information. Last Updated July 15, 2020 3:00 PM. You can always find this post by clicking on the News link in the top-right menu bar.

List	Batch	Status	Note
List1&2	NA	Delivered to backers	For any issues go here
List3	Betty/Jordan/ Laurent/ Amy	Most tracking labels active and delivery in progress. Few more tracking labels awaited from the forwarder.	For any issues go here
List3	Joy	Packages have been handed over to the forwarder. Tracking numbers have been updated on the Backerkit.	Currently it takes two-three weeks for the tracking number to become active
List3	Florent	Packages have been handed over to the forwarder.	Tracking numbers awaited from forwarder.

• List 1&2 goes by Backerkit Backer ID while List 3 goes by Indiegogo Contribution ID
  To properly understand all these ID’s and numbers and where to find them, please check Demystifing Numbers (Indiegogo, Backerkit etc.)
• Not on any list: please post your contribution ID and/or Backerkit ID here: “Forgotten” Backers
• Currently it takes two-three weeks for the tracking number to become active.

[FAQ] Tracking and Shipping

---

Click on the line after an ► arrow to open more details on that item. And click on the blue highlight of each quote within to go to the actual post for more context or to post any more questions in that thread.

Summary for 2020-07-13, click to open

@IvoGrijt

I’ve been informed that JOY - EU should be landing in the EU today and should be handed over to DHL DE by Thursday.

JOY - ROW is supposed to also take place this week.

@IvoGrijt

There are some high level discussions going on with our forwarders at the moment, which have resulted in some clarity on certain points, yet the answers given are still just explanations, not actual solutions offered yet.

For some countries we will have to get creative again and find ways to get your projectors to you guys.
They have for instance indicated that

DHL suspended transportation services in India, Kuwait and South Africa due to the outbreak

But they did not tell us this before nor that this meant they did not ship any products to backers in those countries. There are also some other countries they haven’t shipped to but have not given us any explanation why not.

Another excuse was that they did not have AU kits anymore, with the AU plug in it, so they didn’t ship anything but gave us a tracking number but no notice they no longer had enough such units.

I will keep you guys posted as much as I can and am allowed to regarding these interactions.

I personally was and still am struggling with the huge load of tickets directly on my plate (510), with 639 assigned tickets to my “group”. On Friday afternoon @PhilipsAfterSales helped me create some views in Zendesk which will help me visualize my triaging efforts better and hopefully get the tickets down and solutions to our backers.

Summary for 2020-07-07, click to open

@IvoGrijt

Franco, and all the rest still waiting:

I’ve asked about many shipments, sometimes specifically, sometimes generally to a country. The answers are often not clear if I get them at all. Usually they are just statuses, like country X is not allowing batteries into their borders, or country Y is only taking medical supplies. I very seldom get offered solutions or actual ownership by the forwarders that they will do their best in shipping these, or at least tell us they can’t.
But that doesn’t mean we aren’t still working on these, it’s just so damn difficult for no reason other than language barriers it seems at times.

I’ll try to collect all cases again, send status update requests to the forwarder, and follow up on them to you this week.

So everyone that still has an issue, please make sure you’ve opened a ticket with support on it. Don’t open new ones by sending new emails. One of the things that delays my work helping you out more than anything else is opening a new ticket only to read “I’ve sent you many emails already” and no further details, meaning I have to go find the other tickets first and merge them into one, before I can even start working on them.

So to find out the best way to contact us with a shipping issue, please see my post: General info about shipment and manufacturing

If you have any issue with shipping and already have a ticket, reply to that using the information in that post.
If you don’t have a ticket yet, send mail to support@screeneo.com with one of the subject lines mentioned in that post.

Ivo

Summary for 2020-07-02, click to open

@IvoGrijt

Hi everyone who’s still waiting on an answer from me.

Due to personal reasons I’ve had to take it a bit easier the last few days. The rest of the support team is busy with the technical support calls while I’m getting almost all the logistical support questions. A big thank you to all who politely chased me and did not get angry, or at least didn’t show it to me. I have not forgotten about you.

The rest of the campaign team has been busy with the 2020 line-up the past few weeks, so while the fulfillment of this campaign is still important to us all, I’m the only one at the moment working 90% of the time on the logistics of this campaign. The other 10% of my time I’m working on the forum, moderating and answering questions here.

The forwarder’s team seems very focused on getting our instructions and doing the bulk shipments, but doesn’t seem very keen or capable in handling the exceptions, probably due to the language barriers.
I have sent one-off requests to the forwarder and gotten little to no feedback, so I’m going to switch my system of dealing with the requests. I’m going to make a sheet with the following issues, each a separate one handling only those cases, and see if I can get feedback faster:

• Returned 2 Sender
• Shipping Exception DHL (no progress / stuck in Germany / stuck in UK / stuck by Amazon / still in transit)
• Tracking Not Working / Not Shipped (label given before 20-6-2020 but not working; probably not shipped then somehow)
• Lost / Stolen in Transit / Upon Delivery
• Other issues

the bolded parts can be used as subject lines when mailing support, see below

Once I get feedback, I’ll start by updating the tickets first, then circling back to the forum PM’s, mentions, threads, etc. I’m aiming to have this all done by the end of the week, so that next week we can have feedback or resolution to these issues.

If you do not yet have a ticket, but have PM’d, mentioned, posted in a thread, or otherwise communicated using the forum only, please send an email with one of the subject lines in the table above, to support@screeneo.com to open a ticket, and copy your issue from the forum into the email. What helps me 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.

If you already do have a ticket, but did not have all these details in it, please REPLY to the email you got back last from the supportdesk system and add any of the above not yet present in the ticket.

This allows me to sort / filter based on subject line in the support desk tool, and collect all the separate cases into the sheets I’m working on.

There’s just too much going on and everyone’s issue is important to us, so I need to find a way to solve them all for you guys. I hope this works to help get the huge bulk of tickets and issues down to a manageable amount where we can have answers within a day at the most. At the moment the tickets come in faster than we can handle them, mostly because a lot of users keep sending new emails instead of replying to the existing (automated) responses they got from the system or us.

That’s my update on these so far, I’ll go back now ti the supportdesk side and will keep you guys posted on my progress throughout the days.

Ivo

Summary for 2020-06-29, click to open

@IvoGrijt

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.

Summary for 2020-06-28, click to open

@IvoGrijt

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.

Thanks.

Summary for 2020-06-19, click to open

@IvoGrijt

I just added all the IndieGogo Contribution IDs (and a few Backerkit IDs) from the Batch named Joy that we sent to the forwarders Today 4:17 PM to List 3

This means they will start to book and create labels to print and sticker on the packages, getting things ready to ship this Monday (if my information is correct and they get a flight -EU) and to ship to Hong Kong for customs inspection there and subsequent pcikup by DHL in the coming week.

Unfortunately this will not be the last batch to ship. There are more units that will need to ship out as replacement units for lost / stolen / defective returns, as well as perhaps the still forgotten backer despite all we could do to include everyone in this one. Plus, there are people still backing, even at the current price!

So if you’re still not on this list, please post your contribution ID and/or Backerkit ID here: “Forgotten” Backers

@IvoGrijt

EU tracking labels just are getting updated, which means that DHL France does have all 3390 pieces and has started to scan them. We have been told they will scan tonight and then continue on Monday.

---

Current Stable Software Version: [V1.2.1]
(Software Update v1.2.1 is now available)

[imdevu]

Navigating the Forums

---

• Go through #picopix-max:announcements section for official announcements.
• Struggling with something. Check the #picopix-max:knowledge-base section.
• A lot of users have suggested improvements, vote for those features or suggest something new in #picopix-max:feature-suggestions
• Still need help, post in the #picopix-max:technical section.

[IvoGrijt]

February Summary, click to open

2020-02-28

@Philips_Support_N

Just confirmed with our factory. They received the materials to make 6K. The actual number of manufactured product may vary depending on the quality control for sure. They are restarting on Monday

@Philips_Support_N

Inspection means QC + inspection to be sure that all goods are well packed and with the proper stickers

2020-02-24

@Philips_Support_N

We know we are late concerning the shipping and many of you are asking about the delivery date.
The latest news from the Chinese Gov is to reopen factories on the 24th due to the Coronavirus OutBreak. Our factories are reopening slowly but they are stil missing some workers as they need to spend 14 days in quarantine. Our engineers already sent us a news software version 1.0.26 in order to test

• Inspection starts on 28th of February to the 28th of March
• Totally 10K will be done before the 28th of March.
• All backers with issues (broken AF…) will have their replacement PicoPix Max shipped first
• All forgotten backers below 4000
• Next are our friends from AU/NZ
• We will ship as usual, 500 by 500 or 1K by 1K.
• We have already 700 pieces at the factory, ready to be packed and shipped. (can be shipped only when the factory reopens)

[IvoGrijt]

March Summary, click to open

2020-03-31

@Philips_Support_N

1,204 new devices will pass the QC on the 1st of April.
We will update the backer list here as soon as the QC is passed

2020-03-30

@Philips_Support_N

(This specific info is only for those with defective units waiting to ship it back to us):

Summary

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 current Ticket ID (you got it with the return form. If you can’t remember it, just email us anyway, we will find it for you. But you must have already filled the return form!)
• THE MOST IMPORTANT: YOUR PICK UP DATE (UPS/DHL is asking this info as soon as we create the label) as in the date that works out for you for the pick-up to happen.

Thanks!

@Philips_Support_N

• we are still waiting for DHL to pickup the 1,170 pieces. The flight has been booked since last week. We are in the queue as medical supplier come first
• We will also give you the number of manufactured Max for this week manufacturing. We should pass the QC on Wednesday. As soon as the QC is passed, we will display the Backerkit numbers included in this shipment.

2020-03-28

@Philips_Support_N

Here are our 2 assembly lines in the new factory.
1000 new Max will be ready on Tuesday for inspection while the 1,170 pieces are still waiting for the flight.

@Philips_Support_N

we already published the 1170 pièces and then as soon as we can ship the next 1k we will also publish the Excel list

2020-03-27

@Philips_Support_N

New shipment on monday/Tuesday. We will keep you posted.

@Philips_Support_N

our team is a bit slow this week to answer question by email. We are working on the new 2020 roadmap to KO product dev. It will be faster next week.

@Philips_Support_N

Dear All, some of you are writing emails directly to the CEO of Philips and for sure, this is forwarded to us.
There is no need to do that, that won’t help at all to accelerate the shipping.
Thanks!

@Philips_Support_N

We had a list with specific backers to send to and our forwarder didn’t do it. We complained to him and asked him to strictly follow our list.

@Philips_Support_N

We changed forwarders twice already. Very difficult to find the right one able to ship worldwide with a low cost.
You will receive the tracking number as soon as e upload them. I don’t want to give you any information till we know that our forwarder sent it. Now the goods are in HK, flight has been booked

2020-03-26

@PhilipsEngineering

I have checked once again, only 9 (nine) people out of the 75+ labels we sent to non-EU customers, have sent their PicoPix Max back to the warehouse. Now this forwarder is also about to stop accepting any more shipping labels due to large number of expired labels.
…
For the EU customers, after GDPR formalities, all the names have been sent to the forwarder last week, they promised all shipping labels will be generated and ready to send on Monday. But until today no progress.

@Philips_Support_N

• we just uploaded all the tracking numbers for EU (UPS tracking), NZ and AUS and preparing the new shipment of 1,170 devices
• we we supposed to end the confinement period (2 weeks) tomorrow but it seems our Gov will extend it. We are still working from home for the next few weeks.

@Philips_Support_N

DHL Express is is shipping by container to Belgium, then custom clearance in Germany. In Germany, we can choose wether UPS, DHL or other forwarder can handle our devices. We are very careful now because some forwarder don’t accept anymore shipments, only medical devices.

@Philips_Support_N

… one of the question that always come back with backers: when we upload tracking numbers, we don’t know how much time UPS/DHL or other need to update their system.

2020-03-25

@Philips_Support_N

• AUS: the goods arrived at the warehouse in Australia yesterday. The shipping will start today or tomorrow
• NZ: most of backers received their goods
• EU current Shipment: We uploaded 298 backers on Monday and the rest will happen today. We received the PDF file from DHL with the tracking numbers and need also to upload all tracking numbers in Backerkit by tomorrow
• New shipment: 1,170 pieces: will be handle this week. They are in our HK warehouse. We are waiting for the labelling and also the flight booking

2020-03-24

@Philips_Support_N

Hello, we received an email this morning from DHL Germany:
“Because the street name and street number are in the same cell in the recipient address column, we had to manually split them into two columns, and the address, zip code and city had to be checked.
For example, in the address table, some addresses have the street and city written upside down, the postcode format is wrong, and the street name is missing letters. All kinds of situations make it impossible for us to directly import the express system and print the tracking number.
We had to query for modifications individually for each address, which took a very long time. Anyway, we will try our best to print the tracking number today, please check the email today, thank you!”

We checked the file they used, which is the one extracted directly from Backerkit and it’s true that a lot of backers made mistakes when they filled the backerkit. Address Line 1 and Line 2 are very important and some backers added something else. Now DHL is checking one by one. They told us they will finish to check today.

With regards to the 2nd factory:

@Philips_Support_N

they are currently training the new team for the second line

@Philips_Support_N

The next batch is for UK, Dubai, Norway, Switzerland, Saudi Arabia and other countries. This is the list we gave yesterday to our forwarder for the new shipment (those are Backerkit numbers)

@Philips_Support_N

For your information this list is for the new batch. not the one that is being controlled by DHL in Germany. Also, the backerkit numbers are random, not in order.

2020-03-23

@Philips_Support_N

Factory 2: 1,570 devices ready to be transferred to our warehouse in HongKong for shipping

Previous EU shipment arrived in Germany, we should have the tracking numbers today

@Philips_Support_N

For the tracking numbers of the EU batch above, we are depending on DHL in Germany, we are still waiting for them to send us the tracking. If they don’t send it today, it is because there is an obvious reason. Only few people are working now in their office and they are doing their best. So … try to understand all the people working behind this.

@Philips_Support_N

UK is not part of EU anymore and our forwarder didn’t send it yet. UK will be in the next batch. You need to understand that the cost of shipping is directly linked to where we ship. So we are trying to balance between the backer ID and the number of backer in the country to keep our shipment cost effective

@Philips_Support_N

The 11 missing AU/NAZ will be shipped within 2 days.
Concerning the shipment we’ve made last week:

• AUS: Custom clearance done, delivery start tomorrow
• NZ: Custom clearance done, currently delivering

2020-03-20

Due to the Covid 19, Netflix, Hulu, Disney+, Amazon Prime and Youtube will decrease their bandwidth in order to maintain a global internet speed essential for other Gov/Hospital infrastructures.

@Philips_Support_N

AU news from our Forwarder:

• Cargo arrived tonight in Australia
• Custom clearance to local express company on tuesday

This delay is due to the fact that all cargo are used to ship medical supplies

@Philips_Support_N

Manufacturing news:

• Old Factory: 400 pieces didn’t pass our QC for several reasons. We asked them to rework
• New Factory: 1,230 pieces passed our QC, around 200 will be also ready tomorrow and start packing them. Shipping of those: next week
• Second assembly line to open on Monday

@PhilipsEngineering

We’ve released v1.0.27 of the software for your PicoPix Max’s, just in time for those of you about to receive your devices after a long wait.

This version has been in beta and tested by our beta testers (thanks) for a couple of weeks. Our software team has since then rolled up some more bugfixes and features. We decided to release it now as we continue working on some of the more challenging issues.

Here are the improvements in this version (detailed info in Software Update v1.0.27 is available now - #4):

• User interface is now scaled to 2x
• Netflix no longer crashes on playing certain videos
• No longer always returning to home screen
• Internal system colours now better match HDMI
• Low battery warning added
• 3rd party apps now have read/write permission to external media.

Other changes:

• 4-Corner Correction is now only available when you disable automatic keystone correction.
• Automatic keystone correction threshold is further optimised – prevents video freezing every now and then for some people
• Autofocus UI will disappear within 6 sec if manual adjustment is not made
• VLC no longer crashes on start

Updated preloaded apps

• Prime Video
• Hulu
• VLC
• (Smart)YouTube
• ExpressVPN

2020-03-19

@Philips_Support_N

For Europe, the container is on its way to Belgium, they need to go to Germany for custom inspection. We really hope we won’t have issues due to the Covid 19 in EU.
Factory 1: Inspection of 400 pieces today. Results at 6pm China time
Factory 2: 1000 pieces, QC tomorrow

For product seized at the customs in the US: our Philips colleagues in the US talked to them and they will release it today

@Philips_Support_N

For middle east: next batch

@Philips_Support_N

For EU we shipped a container to EU. You will have the tracker number as soon as it arrives in Germany

@Philips_Support_T

Update AU // NZ Tracking Numbers

You will be able to follow your tracking number, it will be updated very soon on each website.

If your tracking number starts with :

• AMQ, please track your package on the AUSPOST website https://auspost.com.au/mypost/track/#/search
• 146**, please track your package on the DHL website.
  https://www.dhl.com/en/express/tracking.html
• BD000** or RC000**, please track your package on the Fastway website https://www.fastway.com.au/tools/track/

Please wait a few days before seeing an update,

Your PicoPix Max are on their way !

2020-03-18

@Philips_Support_N

• Goods have been released from customs and shipped to EU on today’s flight.

You also need to know that 80% of flights are now taken for MEDICAL supplies. So it’s hard to get a flight. Also, our forwarder was supposed to ship to EU+ NZ+AU and other countries but they decided to ship to ONLY NZ/AU+EU because the number of device was not enough…They needed to fill the Air container otherwise the cost of shipment will have increased. NZ/AU: already shipped last week.

Now here are the steps:

• Get the tracking numbers from DHL Germany (please read this: https://www.logistics.dhl/global-en/home/global-news-alerts/global-messages/coronavirus.html ). They are not generated from HK but from the HQ of DHL. We are waiting for their feedbacks
• Goods are in the plane to Belgium in 1 container (air). The tracking numbers ARE NOT working till they arrived in Germany as you cannot follow online when we ship from HK to Belgium (like last shipment to EU)
• From Belgium, all packages goes to Germany for custom clearance
• Then in Germany: we will need to check if it’s safe to ship in each countries. Some countries closed their borders and customs/post are not working anymore (like in France for eg). I strongly suggest that you check your own country situation
• When the goods arrive in Germany, you will be able to follow all the tracking numbers
• NEXT SHIPMENT: Other countries: Factory 1: 420 to 450 and Factory 2: 1,000 pieces devices ready for QC on Thursday. Will keep you posted on the exact number. More information on Monday about the second assembly

@Philips_Support_N

still missing 10 pieces that will be shipped today.

@Philips_Support_N

Current numbers of backers VS countries

@PhilipsEngineering

Here is our firmware bugfix / feature priority list. Many bugs are closed. Some versions were internal-only (1.0.28) and some were/will be sent to beta testers on this forum but not released to public (1.0.27 sent, 1.0.29 upcoming).

Not on this list are 4-5 low prio tasks, along with a couple of larger projects running in parallel (redesigned launcher/settings, Color adjustment app, Easy Setup app).

2020-03-17

@Philips_Support_N

• 1,450 new devices will be ready for inspection on Thursday

• still around 700 products on customs side for inspection and blocked in HK. Will be released tomorrow

• a second production line will open next week in our second factory

• We are working to release a new software around next week with a lot of updates. We will give you the list asap

@Philips_Support_N

we only send the tracking numbers when we receive it. We won’t upload any list of backers before.

2020-03-16

@Philips_Support_N

• We are still working on the file to upload on Backerkit with the tracking numbers. Should be ok today. For AU: we used TNT and Fastway. For other: DHL
  Also, the Swiss Government asked to close a lot of companies so we work from home.
• 1,350 new devices will be ready for QC on Wednesday

@Philips_Support_N

Distributors: 400 and the rest: everywhere

2020-03-15

@Philips_Support_N

we received all the tracking numbers today!
We will import it tomorrow in the system.

2020-03-13

@Philips_Support_N

Max at the airport!'They are being sticked with the DHL stickers

@Philips_Support_N

they are sticking the product on DHL side since this morning. Only 1 or 2 guys.

@Philips_Support_N

As explained last time in fact we need to:

• ship to the warehouse: done
• stick all the sticker: on going
• DHL to make the logistic file
• Philips to extract the right info from the DHL system and make the CSV
• upload the CSV in backerkit
• wait for backerkit to send the email

2020-03-12

@Philips_Support_N

the 500 and 1000 pieces have been transferred to HK warehouse

@Philips_Support_N

All AU backers are inside. We are waiting for the tracking numbers

2020-03-11

@Philips_Support_N

1: still 100 pieces to pack, we should be able to ship tomorrow 1,480 pieces!
2: Factory 1: around 500 pieces + Factory 2: 1000 pieces news pieces will be ready this Sunday for inspection

@Philips_Support_N

The 1480 are for people that have been forgotten, AU/NZ, to replace the broken ones and others

@Philips_Support_N

we prefer to give you day to day update.
If we make a chart with all the info, some people will complain because we don’t follow it

@Philips_Support_N

But we won’t give tracking information to everyone. Otherwise we will receive 14000 emails

2020-03-10

@Philips_Support_N

• Shipment for the 500 pieces will be for forgotten ones + people that received a broken device + backers in order
• Shipment for the 1K: AU/NZ
  Shipment should happen Wednesday or Thursday.
  We also remind that as soon as we give you the tracking number, some days could happen between what you see on DHL account and what is really happening.

2020-03-09

@Philips_Support_N

First Factory: 500 pieces are now OK. Need to package them. We should be able to ship them on Wednesday or Thursday
Second factory: QC on going, we should have some news in few hours

@Philips_Support_N

Factory number 2: 1000 pieces passed QC. They will proceed to the packing tomorrow.

2020-03-08

@PhilipsEngineering

We use standard AQL sampling for the QC. So for the lot size of 500 the correct sample size is 50 units for the general inspection level II. The acceptance criteria for AQL level 1.5 is accept at 2 but reject at 3 failures. So the lot was rejected.

100% sampling is neither required (due to online QC in the production line) nor does it give significantly more confidence that there are no defects (AQL sampling is already at 95% confidence level that the defect rate is under 1.5%). This is actually tightened now from 2.5 that we used earlier, which has resulted in 2.7% return rate (refund included) but only 1.9% defect rate at the moment from what I have seen. It’s still not very good for day-0 defect rate but it’s not unheard for a first shipment.

( Also from what I’ve heard if the reworked lot also doesn’t pass AQL then they will do 100% check and pick the passing units for shipment. )

2020-03-06

@Philips_Support_N

• First factory: 500 pieces ready for inspection. We picked up 50 pieces for full check but found 3 pieces with non working auto focus. We don’t accept this. So they will rework those (they found the issue). Rework should be finished tonight. Inspection again on Sunday. (they have 1,200 pieces to work on)
• Second factory: 600 pieces ready for inspection. 1.1K ready on Monday. Inspection on Monday. (Including 1K for AU/NZ). 5-6K components are inside this factory. 2 production lines should be opened at the end of next week.

2020-03-05

@Philips_Support_N

500 units finished waiting for QC: Tomorrow
1100 units with QC on Monday

@Philips_Support_N

more workers in the second factory

@Philips_Support_N

Appearance check in progress in the first factory

2020-03-04

@Philips_Support_N

First and second factory today. As you can see, only few workers on only 1 assembly line. More Workers are coming everyday.
250 pcs are done on factory number 1
200 pcs are done on factory number 2

2020-03-03

@Philips_Support_N

Our Second Factory opened today but with very few people.

@Philips_Support_N

Today, our second factory packaged 250 units over the 700 unboxed ones. We are waiting for the QC
On the first factory side, their process is a bit different, they are making now 1,100 units but step by step. 1,100 PCBA, bottom casing and autofocus have been assembled.

[IvoGrijt]

April Summary, click to open

2020-04-30

@Philips_Support_N

We just had a conference call with our forwarder and we discovered that they were lying on some points, some other points are right:

For the previous shipment ( List 2 ):

• Flight departed on 11th of April
• Arrived the17th in Belgium, blocked for 1 week in Belgium for custom clearance
• 27th: released from customs
• 28th: arrived in Germany warehouse
• 29th: DHL/UPS finished pick up the devices
• 30: finishing scanning product
  So today, our forwarder told us that we will be able to track devices, already more than 700 devices can already be tracked online. UPS/DHL are scanning it now. Some people can already see their shipment moving. Also for people outside of EU in this shipment: same, scanning now in HK

Then for blocked countries:

• here is the official statement from the delivery companies (will send later today, waiting for it from the forwarder)
• we are checking with other partners (SF EXPRESS…)

New 1624 ( List 3 ):

• Flight booked for the 10th of May

We asked our forwarder to tell us EVERYDAY the status of the shipment.

2020-04-29

@Philips_Support_N

Answer from our forwarder for the previous order (list 2):
“Europe’s available online today at 2020-04-29T17:00:00Z, UPS and DHL. Other countries should check online around 2020-04-29T11:00:00Z”

@Philips_Support_N

Concerning the 1624 pieces (list 3): our forwarder just told us that they are pushing to book the flight: but impossible to get a flight before the 1st of May

2020-04-28

@Philips_Support_N

• 1624 new devices have been received by our forwarder.
  Next step: checking all addresses and book the flight.
• Previous shipment: DHL/UPS is picking up today the goods in the warehouse in Germany for the previous shipment. You will then ben able to track your Max!
• 1000 should be ready this week again, we will have more info on thursday/friday
• Holidays in China: from the 1st to the 4th of May. The factory will be closed

@Philips_Support_N

Everything is in stock. The only critical component is the light engine which comes everyday to our factory: 500 today, 500 tomorrow and then 300 a day. Really tough to make this engine due to high brightness for the size. We didn’t plan to have so much issues with this supplier. We are controlling the quantities everyday with him.
In fact here are the main issues we had during this development:

• Light Engine cost: increase from TI in Sept, we lost around 30 USD per device
• Autofocus issues: we managed to find the problem but that cost some delays in January
• Software: issues with Google and Widevine: but that’s done. Our product is pretty stable now and we will release a new super update
• Light Engine production capabilities: the suppliers told us they can provide 5K a week… In October, they even refused to ship us the engine and ask us to pay more. They saw that we were tied up with this Indiegogo project
• Covid 19: that didn’t help at all!
• Customers complaining directly to the CEO of Philips: that is not helping at all, instead to focus on production we need to focus on those cases

@Philips_Support_N

something we will do at the end of the campaign: a recap on all positive and negative points

2020-04-27

@Philips_Support_N

Hello, just received an email confirmation from the customs: they have released the goods 2h ago. Then will be transferred back to UPS and DHL

2020-04-25

@Philips_Support_N

• QC passed for 1612 pieces
• Backerkit List: Here
• This list may change depending on our forwarder analysis (blocked countries…)
• Packaging: starts tomorrow
• Shipment may happen on Tuesday: we will let you know as soon as the flight is booked

@Philips_Support_N

Is the fan noise reduction achieved by software or hardware? Will everybody get this benefit?

It’s done by software, and Yes, everyone will get it with a firmware update.

2020-04-24

@Philips_Support_N

We are working now on the FAN speed in order to decrease the fan noise. We found a pretty good way that will make the fan noise far more silent!

@Philips_Support_N

we will show the list of backers in current batch this weekend

2020-04-23

@Philips_Support_N

It seems we should have more product to inspect (QC) this week.
800 or 900 + 784. for a total of around 1600 pieces. We will tell you as soon as as we start the QC

@Philips_Support_N

we will update the Backerkit list this weekend

@Philips_Support_N

I just wanted to show some examples of the current prices in some countries those days:

2020-04-21

@Philips_Support_N

• 1K new light engines arrived at the factory
• on 23rd, 1K light engines should also be delivered
• After the 23rd: 200 to 300 light engines per day
• This Saturday: 1.5K PicoPix Max should be ready for QC, then packed

@Philips_Support_N

For EU:
The latest shipment of PicoPix Max’s is now in Germany. DHL is prioritizing medical goods… that’s the problem. We are in the queue. They are at the airport, not cleared by customs yet.

@Philips_Support_N

@Armandos

Did DHL provide any estimate for customs clearance

Yes. next Tuesday 28th of April. They are receiving 5.5 million masks for Switzerland, 2 million for France + other countries + other medical stuffs. They are even blocking masks: in Switzerland, 1M masks are blocked at DHL warehouse since 1 month.

@Philips_Support_N

I would like to apologize for all these issues and delays. I don’t want to apologize for people with a strong language or insulting everyone. But I would like to apologize to all the people that are supporting us.

2020-04-18

@Philips_Support_N

Unfortunately our QC rejected the production last night.
Reasons: over AQL for some buttons functions and some products have an issue with missing screws on casing.
In order not to lose time, we asked the factory to put these aside to be reworked later, and to just continue producing new ones.

In QC management, you don’t check 100% except if you know that this batch contains an issue. You check a certain percentage.
If you are over the AQL, then you reject the entire batch.

2020-04-17

@Philips_Support_N

• 784 Pieces are being prepared for QC tonight
• Within those 784, 21 pieces will replace previous backers that received a defective units
• We will keep you posted if it pass or not
• If it pass, next step is packaging and shipping
• We will also upload the list as soon as the QC is OK

@Philips_Support_N

We just started the QC in our Factory.

@Philips_Support_N

Our QC criteria are divided in Minor, Major and Critical levels.
I cannot give you all the criteria for each one cause we have more than 100 for each.
We Reject if (not the sum of the 3 but only if 1 of them is as below)

• 1x Critical
• 3x Major
• 5x Minor

2020-04-15

@Philips_Support_N

Hello guys, remember that the tracking number can ONLY be tracked when the parcels reach Germany DHL warehouse. Before that, DHL express uses an internal tracking number for the entire container.

Example of tracking progress in January shipment, click to open

@IvoGrijt

In January lots of countries didn’t have lockdown measures and traffic was normal, yet the delivery of the first EU batch took 10 days or so to even change from the “information received” status to “we will be loading your package onto a van for delivery”

So now with the corona lockdowns and delays I don’t expect that to go any faster really

Example of tracking progress in March shipment, click to open

@anatole

here is my status so European backers can know what to expect once the projector is shipped:

DHL
Tuesday 14.04.2020

• 23:26 Local time | The shipment is being prepared for delivery in the delivery depot France

Friday 10.04.2020

• 16:00 Local time | The shipment has arrived at the parcel center France
• 15:51 Local time | The shipment has arrived in the destination country/destination area France
• The shipment has left the import parcel center in the destination country/destination area. France

Monday 06.04.2020

• 11:56 Local time | The shipment will be transported to the destination country/destination area and, from there, handed over to the delivery organization. Lahr, Germany
• 02:46 Local time | The international shipment has been processed in the export parcel center Lahr, Germany

Thursday 02.04.2020

• 19:55 Local time | The shipment has been processed in the parcel center Köln, Germany

Tuesday 24.03.2020

• 18:07 Local time | The instruction data for this shipment have been provided by the sender to DHL electronically

LA POSTE (French mail)
Wednesday 15.04.2020

• shipment is on our local platform that serves your place. We are setting up the delivery.

Friday 15.04.2020

• shipment is on our platform, to be delivered asap
• shipment is in France
• shipment on our platforms, to be delivered asap

Monday 06.04.2020

• shipment left origin country and is on its way

Thursday 02.04.2020

• shipment dropped in sorting platform

@Philips_Support_N

@IvoGrijt

@Philips_Support_N: good morning. Can you please give an update on:

1. Replacement unit availability and process after shipping back of defective unit has completed.
2. Any progress on countries not serviced at the moment by main shipper.
3. How can backers whose perk got sent back after failed delivery attempt(s) arrange for it to be returned, do they have to start up the process or will you guys contact them automatically to reschedule delivery to a new / proper address?
4. Any other timelines or plans, as thin as they may be, regarding production, shipping, and the distribution of the units over the different countries?
5. Anything else you can share that’s of general information to the backers?

1. After shipping back your defective product, they will land to HK warehouse. From HK: collected to Shenzhen for tech check. In the meantime, we had a new device to be shipped on the next batch.
2. Ongoing: we unlocked HK and Taiwan already.
3. We will take care of it, if it fails twice, we are not shipping back because it costs a lot. We contact the backer.
4. We should have 600 pieces on Friday for QC. Then we will receive 1800 light engines on 20th. The production will accelerate as we will receive 300 engines every day.
5. The plane for EU (1732 pieces) departed on the 12th of April, landing in Belgium for customs inspection and then on to Germany.

@Philips_Support_N

@IvoGrijt

Can you clarify #1 by explaining how these owners will be notified of being in a batch, tracking numbers, etc.? Will that happen in the same sort of lists as recently, through Backerkit, or just email only?

We will post every time the backer numbers here for the shipment, they will also receive an email from backerkit

@Philips_Support_N

Some people have asked before why we are not using an automatic system for shipping. It’s because 65% of backers made a mistake in the address, zip code, or use PO BOX, sometimes a mistake in the number… So every time we ship, we take time to check EACH address on Google to be sure it exists.

@Philips_Support_N

This is the total number of backers, not projectors. Some have 2, 5, or more units in their pledge.

@Philips_Support_N

We have sent around 1000 to 1500 per week except last week cause the factory workers were on holidays.

@Philips_Support_N

@IvoGrijt

Another question @Philips_Support_N: how is the support team handling PPM related requests, are they staffed enough to cope, what are the quantities of mails received, and what can backers expect as turnaround time for non-automated replies to inquiries?

Do you have an overview of the distribution of mails they get in percentages of:
Tech support related, refund requests, status update requests, address change requests, defective return & replacement mails, other categories?

I ask this as one of the often-heard complaints / laments is that people mail to but get no personal response from the support desk after an automated reply. If you can share this information with us it might paint a picture of why things aren’t flowing so smoothly in that regard or perhaps show that they in fact are.

Overview of support requests so far, click here for a better view.

@Philips_Support_N

@IvoGrijt

Is the supportdesk staffed enough to cope, and if not, will there be changes to this in the foreseeable future?

Do you also have a breakdown with the categories of content, eg.Tech support related, refund requests, status update requests, address change requests, defective return & replacement mails, other categories?

No those information are too deep. We cannot give you such details as our support is also linked to other goods, and not only the PicoPix Max. And yes there is a team dedicated for that.

@Philips_Support_N

we are uploading now 401 new tracking numbers! These are for shipments going to the following countries:
Switzerland, Canada, Estonia, Israel, Korea, Lao, Malaysia, Mexico, Norway, Singapore, South Africa, Turkey, UAE, USA

@Philips_Support_N

• We just sent 14 new pickup labels for the people waiting to replace their defective products.
• Totally: 118 labels have been sent to backers with a defective devices. Still 40 are being managed and need a return label
• Around 45 have not been picked up (some backers never replied)

@Philips_Support_N

Here is, by country, the list of how many backers we already shipped to (SHIPPED), how many Backers are ready to have their perk shipped to them (need to be manufactured and shipped) (Ready to Ship), and Blank (need more info, backer never replied to Backerkit survey…)
NOTE : you need to click on the image to have it expand to the full image that was posted, the first image has all the countries up to China for instance.
Ready to Ship means that we have all the information needed to ship to those backers, but not necessarily have their perks ready just yet.

2020-04-14

@Philips_Support_N

• 400 products ready for QC since yesterday (Monday the 13th)
• We will receive 1800 engines before the 20th and then 300 Light Engines (the most important part of the projector) after the 20th of April. This pieces is the most strategic and difficult to do: very tiny but powerful
• for countries we removed for the list: we are finding another way to ship
• HK and Taiwan should be shipped those days. We were waiting for the tracking numbers, but are uploading 114 tracking numbers for HK now

Also: as usual we are not answering about one to one question for shipment

@Philips_Support_N

For HK, customers should receive their emails now from Backerkit

@Philips_Support_N

@Paul_Lockett

A couple of production questions.

• How many engines/light engines do you have on hand?
• is there any risk of delay to manufacturing because you are short on parts for the product.
• what is the estimated output per week if all parts are available?

1: 400 then 600 will come before the end of this week
2: yes, if the supplier cannot deliver, we cannot manufacture
3: we cannot say per parts: we have ALL the parts in stock except the light engine which comes day by day

@Philips_Support_N

@aero

What about other 1500 required Light engines, do you already have it at hand or you would need to wait for them before QC?

we need more than 1500: 8000 !
This light engine is specific to us, very small and powerful, there is no stock and only 1 supplier able to do it. It’s a very difficult process also and they cannot make 1000 a day. in Oct '19 they produced 3K in advance and since then producing them just for us.

2020-04-13

@Philips_Support_N

we just uploaded 157 new tracking numbers for NETHERLANDS

2020-04-10

@Philips_Support_N

Just as as example, here are the current cost for the countries we removed for the moment (we are trying to find a way for those ones, also to take on our margin to still ship, but the delivery lead time is slow):

Some of you paid 29euros, some of you paid 0. Today our average cost of shipping is around 58 USD worldwide.
Concerning product pick up: we found out many customers didn’t send their devices even after sending them the labels. Some of you already shipped back, we received some in our HK warehouse and we programmed their new device for the next shipment. As soon as we receive the defective product, we are shipping a new one in the next shipment.

Another info: for people saying that DHL is still working on those countries: yes they are. But not for special goods. If you have a LI battery, and with the size/weight of our parcel, + the fact that we need to handle the VAT (Yes a lot of you didn’t pay the VAT in some countries outside of EU ) DHL is, in some countries very slow or stopped to deliver.

Refund: Yes there is no possible refund anymore (before shipment), we already bought all the necessary components. But if a client doesn’t want its product after receiving it, we can for sure refund him during 30 days. On Indiegogo, the client can ask for a refund before shipment for around 14 days after purchase. Then Indiegogo blocks it.

Production will restart tomorrow after their holidays.

Also: a part of the tracking numbers will be delivered today (info from our forwarder)

We have the day OFF today and Monday. Answers by email are expected to be a bit slow.

@Philips_Support_N

There is a reason behind the refund policy. If you purchase something on Amazon and that the product is on the logistic side, you can’t stop the delivery. if you purchase a good on other Indiegogo campaign, you can’t even ask for a refund. Some other campaigners are even refunding 6 months or 1 year after. If you purchase a good on Internet, some companies won’t allow you even to modify anything after you clicked on PURCHASE.

@Philips_Support_N

we found a solution for Taiwan, HK and China. We are working on the remaining countries

@Philips_Support_N

We just received 1540 tracking numbers. We will upload them in the backerkit this afternoon.
The rest will come later

@Philips_Support_N

Concerning the 1540 tracking numbers and as usual, please be patient until you see them inside DHL tracking system.
Have a Great Easter day and take care!

@Philips_Support_N

We just uploaded 1540 tracking numbers on BackerKit

2020-04-08

Game Streaming Platform

2020-04-07

@Philips_Support_N

we are pushing our forwarder to give us the tracking numbers for the new orders.
Sorry again for this delay. Will give you the info as soon as we have it

@Philips_Support_N

• the 2370 pieces are booked for the 11th flight
• Tracking AWB will be provided before the end of this week

2020-04-06

@Philips_Support_N

The 1170 and 1200 pieces are still waiting for the flight confirmation. We will keep you posted as soon as we have some news

@Philips_Support_N

Here is the link (updated file: we removed the country where DHL service is stopped and added new ones) for the spreadsheet with the 1,170 current shipping and the new 1,200 new ones (flight is booked).

@Philips_Support_N

The factory workers are on holidays since Friday to tomorrow morning.

2020-04-03

@Philips_Support_N

• 1170 order: still waiting for the flight info. We also needed to change 200 addresses inside this one because backers were asking to move from Office to home delivery
• 1200: flight also booked

@Philips_Support_T

It can happen that while DHL is still working in one of the countries we listed on the DHL Suspended Service list, however, customs or even DHL blocked our product for the delivery as it’s not “urgent”. They prioritized medical supplies in order to fight Covid-19.
We will keep you informed

2020-04-02

https://community.philipsprojection.com/t/how-to-find-your-backerkit-id/5181?u=ivog

@Philips_Support_N

Here is the link for the spreadsheet with the 1,170 current shipping and the new 1,200 new ones (flight is being booked).

@Philips_Support_N

We expect to be and are shipping around 1500 a week, we shipped already around 8090 (counting distributors + the current 1170+1200).

@Philips_Support_N

Sometimes we ship by country and sometimes by backer number. It depends the cost to send the goods. We are trying as much as possible to follow the list. In EU for eg, we cannot send below 500 product every time cause it’s too expensive. This is the reality.

@Philips_Support_N

There are projectors going to saudi arabia in this batch (8 of them)

@Philips_Support_N

We will tell you every week to whom we ship, as usual.

@Philips_Support_N

We just got news from DHL. These are the countries where DHL suspended their shipment due to Covid-19. There are about 187 backers in the current 2270 list. We are looking for a solution for them.

@PhilipsNono

We are now starting the discussion with our Cloud Gaming supplier. We tested the app: no bug was detected on their side or ours. Next step is to test the Xbox Controller (Bluetooth) along with the app and discuss about commercial terms.

2020-04-00

@Philips_Support_N

The 1,200 pieces successfully passed the QC today.
We will share the Backerkit number within today.

@Philips_Support_N

The previous/last/latest shipment is Still waiting for the flight. We booked it last week but still no news.

[imdevu]

May Summary, click to open

Summary for 2020-05-30, click to open

@Philips_Support_N

Transport and customs clearance from HK to DHL Germany, who distributes on to all countries in Europe, has been taking 2-4 weeks, so you will probably need to be patient until mid-June.

@IvoGrijt

I feel like I need to explain some things again and reiterate others.

The lists we use and refer to by name now are the lists we sent to the forwarder, telling him how many and where to send the units. By sending them in batches, we gave them the rough order to work with, from which they still could’ve picked all the EU ones for instance and sent at once, then ROW, etc.
So even within a batch, you could get shipped before or after your actual order.

That was the plan.

Now, it turns out that for reasons known and unknown to us before, during, and after the facts, the shipments did not all go out as planned and agreed upon. So now a lot of the units shipped from our factories are sitting in the warehouse of the forwarder in Hong Kong. They still have the lists, some have already been labeled, others still may need labeling. But depending on circumstances, they might decide “hey, we finally got a flight to EU that can take all of these, or just half of these, let’s put them all on it regardless of lists we got” and then woosh! they’re on their way to EU.

I do not know if this is the case or even a real possibility, but I’m using it as an illustration to the point that, until the tracking starts working because DHL (or whichever Last Mile courier as they’re called) in Germany (EU units) or in Hong Kong, Australia etc. (all others) scans the labels into their systems, we won’t know where the packages are nor when they’ll be delivered.

So to summarize: the list is just to tell you we allocated your pledged amount of units to be shipped to you, made sure the forwarder got them and knows where to send them, and that’s it. All the previous plans went out the window, for Jordan, Amy, and Laurent we have a new planning. The ones before that should obviously also still be dealt with, and my guess is that if not already on their way, then they will probably go out with Jordan.

You’ll get tracking labels when we get them.

They’ll start working when the last mile carrier scans them.

We will update you all on the general information we have available as soon as we have it and understand it, and will honor requests for personal exceptions (wrong addressing, shipment issues where something went wrong with delivery, unit defects, etc.)

But as we’ve stated in the past, we simply don’t have the resources, even including yours truly, to keep answering to every inquiry in the likes of

• “where’s / when’s my package?”,
• “why no label?”,
• “why backing order not followed?”
• Etc.

So we won’t be answering those queries, our apologies in advance for this.
We (Philips Projection staff and the moderators) will try to still read everything we can, and triage the questions in the relevant threads we already have, so that we can answer the really urgent or important questions. Things like:

• tracking label is showing wrong destination
• my address needs to be changed or wasn’t in time
• my shipment wasn’t delivered to me despite tracking saying so
• I received a damaged product or box
• our country is imposing a ban on battery powered devices
• anything that affects more than 2 backers

will probably get our attention sooner. Most other requests will solve themselves, but if not, we will find them once the biggest bulk has been done and we will fix things for everyone.

@IvoGrijt

@fawkeswei

I’ve updated my address four months ago and still the wrong address went to the forwarder and the shipment possibly went to the wrong country, IvoG said he will check, so after two days I can’t ask?

This is a perfect example of a legitimate issue. @fawkeswei’s timing could’ve been better seeing my post just before, but it does illustrate my point brilliantly.

Because of all the questions and chasing that strictly speaking come more out of frustration and not knowing what’s happening than an actual “need” to ask, questions like his don’t end up getting the attention they deserve. The frustration and not knowing what to expect are all understandably though, things have not been easy for the backers or Philips Projection.

But if we’re really honest, a lot of backers have been very understanding and patient. Some have never once posted a question, or did so via a PM or mail to support. I’ve even had people post for the very first time ever just to thank me for my service to the community for instance. So they are proof that some people can get by with just reading and following and patiently waiting.

At the other end of the spectrum we’ve seen those who post over and over, sometimes cursing or attacking, threatening to involve people higher up the chain, etc. We’ve also seen some politely chasing but at a very high frequency which ultimately still ends up becoming overwhelming. Not just for us as staff but also for the fellow backers.

What we as staff will continue doing more often is move requests to either separate threads or to private messages, so as to keep this thread more on the General track that’s implied in its very name. Questions, answers, or remarks that aren’t general but individual will be moved. Anything that’s interesting for the larger audience and relevant to the latest shipping status will be allowed to stay.

My request to you all: help us to help you all .

• Think about what you’re about to say or ask, decide if you really need to post it here, or if you can find another thread to post it in, if at all.
• Search the forum for similar posts or sentiments, and add your piece there.
• catch up a bit before posting, either by checking the News summary using the button in the top right menu, or just scrolling through the thread a bit. That way you won’t have to ask the exact same question again, and you can perhaps make it more specific and better if you still feel the need to ask. This enhances the experience for everyone, and is welcomed by all I think.

@IvoGrijt

The names for the lists came about after I proposed the use of names for the lists when I joined the Philips Projection team.

Before that, the lists sent to the forwarders just referred to the amount of pieces they allocated. That probably works just fine in logistics, but I couldn’t wrap my head around it. Before that I had started calling the pre-notification lists List 1, List 2, List 3 on the forum, so when I proposed this to PhilipsNono and The Listmaker , they agreed, and it made our communication instantly better. What I wasn’t counting on though was for the updates to be incremental on the same file. I was hoping we would just release a new List 4, List 5, etc. Instead we ended up updating List 3 with extra backers. No problem, people could still find themselves, the whole list was gonna ship.

Fast forward to yesterday. I got the updates from the meeting our representative had with the forwarders. They gave an update about the shipments by using the piece count for the lists. Now I had a problem: I couldn’t expect backers to count or find l some other way to figure out when their units might ship. So I decided to add a column to the sheet, and put the internal name of the lists in it, hoping this could give a sense of which batch we were referring to.

But as I said two posts ago, the forwarders might have some Amy, Laurent, Jordan, and Betty all together in one flight to the EU for instance, because Betty, Jordan, Laurent and Amy all have units still in their warehouse.

So that name is telling you something, but it might also mean nothing in the actual process of getting your pledge to you.

@imdevu

I’ve created a new FAQ list of questions that I noticed in several threads. Please read before posting in case your query had already been addressed: [FAQ] Tracking and Shipping

@Philips_Support_N

Hello guys,
I just uploaded 1,328 tracking numbers.
We are waiting for more of them within few hours.

Summary for 2020-05-29, click to open

@IvoGrijt

Dear Backers,

As previously said, the production is now 99% finished and we are now accelerating the shipping plan. We’ve however been having difficulties recently in reaching our forwarders and getting timely updates from them. This has reached a point that we decided to send a Chinese-speaking representative to speak with them directly at their offices in China earlier on Thursday, and we had a very fruitful outcome from this meeting in terms of information gathering.

We now have a lot of information to share with you. We apologize that not all of this information is what you had expected, and some of it is not the same as what we have understood and communicated in the past.

What is important is that we now have a much better understanding of what is going on, and we know where the problems are that need to be fixed, and are proceeding in fixing these.

Before we go into the details the whole team at Philips Projection would like to apologize for the delays and sometimes apparent lack of communication, and the frustration created by them in the backers waiting for their shipments. I’m the one posting this but know that I’m speaking for all of Philips Projection in saying this.

1. For all the international air cargo shipments so far, shipping space is very limited, and our forwarder hasn’t managed to actually keep the shipments happening on the dates previously communicated to and by us. High workload on their part has prevented them from letting us know of their efforts in these regards earlier, they have promised however to keep us better informed of all successes and setbacks alike from now on.
   Specifically the following batches have the following status:

• List 3 , Batch named Jordan : Shipping for this batch will happen as follows:
  The European part will fly on Monday June 1st with the regular procedure arriving at DHL Germany.
  The non-European part will all ship direct via DHL Hong Kong, shipments starting now and spread over the next few days
• List 3 , Batches named Laurent and Amy : Shipping for these batches will happen as follows:
  The European part will fly on Saturday June 6th with the regular procedure arriving at DHL Germany.
  The non-European part will all ship direct via DHL Hong Kong, shipments starting soon and spread over the next few days after

2. Russia : 15 backers are already on their way via a different courier. The 60 remaining backers were not shipped yet, however the forwarder promised that they will be picked up and begin transit to Russia on Saturday, May 30th.
   They will confirm to us when they are picked up and will confirm that all 60 backers are included in this shipment.
3. Brazil : we are close to landing another logistics partner, who will do the shipping for these units. Shipping should take 8-10 days. However, we still need the Taxpayer number (CPF in Brazil) for about 19 backers, @IvoGrijt will manage this and approach the relevant backers, and keep all Brazilian backers informed.
4. We have received a list with lots of new “ special problems ”, so we can now start and continue to act on these (units returned to sender from UPS/DHL, Zip Code issues, and others). Some are relatively easy to solve with the help of the backers involved, for others we have to put our thinking caps on and get creative. Each backer involved will be invited to an unlisted thread discussing the problem and possible solutions. Also, we still have a dozen of Taiwanese resident without any Chinese name and CCID number.
5. Hong Kong deliveries : The reason these are taking so long is because our forwarder is actually using their China warehouse and not one in Hong Kong. So they ship all units into HK, and then give them to Kerry Express for the individual shipments.
   We’ve been told that the delays are coming from the customs clearance as the products enter HK. We’ve been offered the services of a company in HK for customer support, HK customers who have urgent, specific problems can get contact details from @IvoGrijt upon request.
6. Saudi Arabia : we were told all Express deliveries (were?) / are stopped and it seems to be because of their festival Eid Al-Fitr. We’ve been informed we only can arrange the shipments beginning early June, we’re not sure of the exact date at this moment.
   We will follow up with the forwarder and let you know the status early June or as soon as we do have the information. We are not sure if this applies to other countries in the area as well but will let you know if that’s the case.

Please note that no further action from the individual backers is needed, unless specifically invited to provide extra information by @IvoGrijt

@IvoGrijt

Everyone will be included on the list by next week, as we finish our production run. Then it becomes a matter of actually shipping them out to you guys.

Summary for 2020-05-28, click to open

@Philips_Support_N

News
Hello backers, we have posted 701 new Indiegogo Contribution ID here

@Philips_Support_N

No we will add more. But this one is pré final one. Still some missing backers

@Philips_Support_N

Concerning the missing tracking numbers we are still waiting for more than 3000. We are pushing our forwarder everyday

Summary for 2020-05-26, click to open

@Philips_Support_N

The logistics procedures our forwarder is using for shipments to Europe are very typical for these campaigns: We transfer product to them in HK. They prepare each individual PPM for delivery with shipping labels and all. As they prepare the PPMs for delivery, each one is already assigned a DHL tracking number, which goes into the DHL system.

Then the PPM are put into master cartons and onto pallets for one large bulk shipment all together to Europe, where they eventually end up in the German warehouse of our forwarder. Here they are unpacked to the individual PPMs and picked up by DHL. That is when your tracking numbers finally go live.

There are a lot of steps in the shipment of the products around the world, and we don’t always know where they are. Our forwarder is also not always clear to us about what is going on.

There are a lot of risk of unplanned delays, such as delays in being put onto a plane in HK, in EU customs clearance and at the final warehouse where the master cartons need to be unpacked again. If DHL Germany is busy, they apparently can be very slow to pick up the PPMs, as well.

@Philips_Support_N

No, only Europe is routed through Germany. US/CA has another hub somewhere in the US, but same procedure

@Philips_Support_N

We are pushing our forwarder for updates on Russia and Brazil. In principle, shipments should be underway, but we want official confirmation from our forwarder to be sure.

@Philips_Support_N

Exactly. They are on their way to Germany, where the will be handed over to DHL. Then your tracking number will go live. It seems like the shipments to Germany have been taking 2-4 weeks, so you probably won’t hear anything until the 2nd week of June.

Summary for 2020-05-25, click to open

@Philips_Support_N

Dear all,
We finished the production for all the PicoPix Max as expected.
The last batch is being QC today
We are waiting for the remaining tracking numbers.

Summary for 2020-05-20, click to open

@Philips_Support_N

NEWS

• QC Passed for the 1760
• We are preparing the list for those devices
• 926 will be send first, 74 for Russia and 760 next week
• We are still waiting for the tracking numbers of the current shipment (18th)

@Philips_Support_N

we didnt send all tracking numbers yet

@Philips_Support_N

we are finishing the production this week so everyone will be inside. @IvoGrijt is being sure that we don’t miss anyone.

@Philips_Support_N

yes! just waiting on the tracking numbers

Summary for 2020-05-18, click to open

@Philips_Support_N

• 1800 tracking numbers will be available today
• we will receive the rest of the trackings within 2 days
• 1,660 devices are being QC today instead of 1000
• the Contribution ID list for those 1,660 will be updated within 24h
• 149 tracking numbers are being uploaded (the one for HK and Singapore)

@Philips_Support_N

• we will receive the rest of the trackings within 2 days
• 1,750 devices are being QC today instead of 1000
• the Contribution ID list for those 1,750 will be updated within 24h

@Philips_Support_N

only EU backers in the tracking we received today

@Philips_Support_N

For information, the highest Indiegogo Contribution ID is 21,543

@Philips_Support_N

@Philips_Support_N Did the “rest of the world" shipment actually happen as planned on the 16th?

Yes it’s on DHL warehouse now being handled. We should have the tracking numbers within 48h

Summary for 2020-05-14, click to open

@Philips_Support_N

• 1200 new devices will be ready for inspection next Monday
• 1624 + 1200 pieces batch: EU ship on the 18th, rest of the world: 16th
• 1320 batch: will ship on the 22nd

Summary for 2020-05-12, click to open

@Philips_Support_N

1384 new devices passed QC today. We have 184 extra ones compared to the estimation.
Packing starts tomorrow ( List 4 )

Summary for 2020-05-11, click to open

@Philips_Support_N

Good news: we may have 1200 pieces in 2 days for QC
We ordered 1800 new light engine to finish the production (last backers)

@Philips_Support_N

We decided to wait to get more units. 1200 instead of 1000

@Philips_Support_N

We will add 180 new devices tonight for HK and Singapore in the current List 3

@Philips_Support_N

number of devices: 14,469
Number of backers: 14,428 (distributors removed)

@Philips_Support_N

We dont have the List 4 yet for the 1200. We always prepare the list as soon as the QC is passed for a batch.

@Philips_Support_N

This message is from our forwarder regarding the tracking labels that are not working (List 2):

• DHL lost the devices in their warehouse: they are scanning them now and should be OK tomorrow
• Same for some product stuck in HK: tracking will be OK within 24h

@Philips_Support_N

Regarding List 3: We will try to reship on the 18th of May, as the flight on the 10th was cancelled.

@Philips_Support_N

We just updated List 3 with 180 new HK and SG backers.

@Philips_Support_N

Regarding List 2: Everything was given to DHL, the lost ones were sitting on DHL warehouse waiting to be scanned… They are very slow these days. So your tracking should’ve changed by now.

@Philips_Support_N

From what our forwarder told us, DHL is now active on the remaining devices from the 10th of April shipment (List 2)

Summary for 2020-05-09, click to open

@Philips_Support_N

This week, we had a pretty long discussion with our supplier:

• We found the solution for the missing FPGA component (it had been impossible to purchase it for 3 weeks, but we had a stock of 3K). Now the supply of those is OK.
• He agreed to deliver (manufacture) 100% of all backers’ units to us before the 30th of May.
  We are still pushing him everyday and our team in China is also inspecting the factory everyday.

@Philips_Support_N

• 1000 new pieces are ready for inspection on the 11th!

Summary for 2020-05-08, click to open

@Philips_Support_N

104 pieces for HK going in the truck now

@Philips_Support_N

• HK: 101 persons just received their tracking number. 104 devices totally. Tracking will be active tomorrow morning with Kerry Express.
• EU: 1189 shipment tomorrow ( List 3 )
• ROW (rest of the world): will need to go to HK first for DHL picking

@Philips_Support_N

all products for EU (even CH), are going through Germany.

@Philips_Support_N

CH is inside EU for logistics. And yes, the origin is HK, because it goes from HK to Germany, then Germany to all EU countries

@Philips_Support_N

• We again have 180 new devices to add into the current 1624, 1200, 104 units ( List 3 ).
• Those 180 will be only for HK (tax reason as the devices are already in HK)

@Philips_Support_N

Shipped: 7420
Being shipped: 3108
In production and need to be shipped: around 4600

@Philips_Support_N

Total number of devices:
14469

Summary for 2020-05-07, click to open

@Philips_Support_N

Our 1200 new pieces passed the QC and are now being packed!

@IvoGrijt

An excellent video highlighting some of the behind the scenes issues with international shipping since the Covid-19 outbreak.
https://www.youtube.com/watch?v=r2oPk20OHBE

Software Update v1.1.0 is available now!

INFO: How to do offline software update?

Summary for 2020-05-06, click to open

@Philips_Support_N

Dear all, here is the updated List 3 for the next shipments

• 1624+104 (104: only HongKong: goods are already in HK)

• 1000 (QC on the 6th) are now integrated in the link
  This list will move a little bit in the coming 48h

• Good news: we have also 200 new pieces ready today for inspection, we will add those 200 units on the backer file within today

• ON the 14th of May: we should have 1,500 more devices to inspect

@Philips_Support_N

seems Israel is OK. We are checking now with our forwarder

@Philips_Support_N

Added 200 new people.List 3 updated

@IvoGrijt

A little explainer as to how the shipping of the projectors actually works:

These packages in a shipment have been handed over to the forwarder Philips Projection uses in Hong Kong, who creates the tracking labels with DHL and prints them out so they can label each and every one of the boxes.

As soon as they have the labels on the boxes, they send the list to PhilipsNono. As soon as the packages are about to ship, he uploads the Tracking labels to Backerkit. As soon as that happens you get notified. Now all you have to keep doing is being patient. Things don’t always proceed as fast as you may have been used to pre_Covid19, it has taken other shipments of these up to 4 weeks to actually arrive, 3 of which went without any change in the tracking situation.

DHL will always give the standard answer “only created but not actually picked up” because technically that’s the case: they don’t have the packages in their distribution hubs, so these packages won’t show as being in their process flow. The forwarder booked a flight to get the packages to the hubs, and got them on the plane. Their overseas counterparts now have to get them through customs and then to the DHL hub. Only then will DHL scan the packages into their system and consider them in their possession, and will the tracking information update.

Summary for 2020-05-05, click to open

@Philips_Support_N

Dear all, here is the updated list for the next shipments

• 1624+104 (104: only HongKong: goods are already in HK): List 3
• 1000 (QC on the 6th) are now integrated in the link
  This list will move a little bit in the coming 48h

@Philips_Support_N

for the previous List 2 : DHL was on holidays and now scanning again the device in Germany and in HK for rest of the world

@Philips_Support_N

those still stuck are being handled. DHL is just taking very long. The ones with a tracking numbers are either at DHL in HK for shipment in Asia, or in Germany for shipping in EU. We are calling everyday DHL to press them. Also, not all backers are on this forum, a lot of them already received their devices from this batch.

[imdevu]

June Summary, click to open

Summary for 2020-06-29, click to open

@IvoGrijt

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.

Summary for 2020-06-28, click to open

@IvoGrijt

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.

Thanks.

Summary for 2020-06-19, click to open

@IvoGrijt

I just added all the IndieGogo Contribution IDs (and a few Backerkit IDs) from the Batch named Joy that we sent to the forwarders Today 4:17 PM to List 3

This means they will start to book and create labels to print and sticker on the packages, getting things ready to ship this Monday (if my information is correct and they get a flight -EU) and to ship to Hong Kong for customs inspection there and subsequent pcikup by DHL in the coming week.

Unfortunately this will not be the last batch to ship. There are more units that will need to ship out as replacement units for lost / stolen / defective returns, as well as perhaps the still forgotten backer despite all we could do to include everyone in this one. Plus, there are people still backing, even at the current price!

So if you’re still not on this list, please post your contribution ID and/or Backerkit ID here: “Forgotten” Backers

@IvoGrijt

EU tracking labels just are getting updated, which means that DHL France does have all 3390 pieces and has started to scan them. We have been told they will scan tonight and then continue on Monday.

Summary for 2020-06-17, click to open

@IvoGrijt

• Current EU shipment: these 3390 (!) units are expected to clear customs today, and this time they will be given to DHL France, from where they will be distributed across Europe. We expect the shipment to be with DHL France by tomorrow, and expect scanning to start by Friday.
• Current ROW shipments: the remaining 1289 units which had not been picked up before have now been picked up by DHL Hong Kong and tracking numbers should go live as soon as DHL scans them. Shipments should be delivered to these backers in the next week or so according to what our forwarder told us.
• Russian “mystery” train shipment: these units are expected to arrive in the Russian warehouse by June 20th, and then enter into customs clearance.

Summary for 2020-06-16, click to open

@IvoGrijt

Shipping (Allocation) News!:

• I updated List3 with the latest named batch named Joy consisting of 573 units.
  Note that the list itself has not been sent to the forwarders yet but I wanted to ease the fears of being left out for some of the anxious backers so I posted it, a bit later than promised due to being careful and diligent, but it’s here now.
  There are six backers that did not sign up via Indiegogo and therefore do not have a contribution ID, so they’re represented by their Backerkit ID
• The DHL tracking labels for the ROW shipments have started to become active, but not all are yet.If yours isn’t please give it some more time. There may also be some that are not handled by DHL which may not have been picked up yet, or picked up by the courier but not yet scanned in.
• At the close of day yesterday the EU shipments were still in custody of the German customs due to administrative reasons and decisions, hopefully today that impasse can be broken and we can see movement on those shipments also. Once I know more about what is going on I’ll let you guys know.

Summary for 2020-06-15, click to open

@IvoGrijt

Shipping news:

• Last night PhilpsNono messaged me that the EU shipments were being held by German customs, who were again asking for all sorts of import documents we have already provided in the past. Luckily he has them and can send them in first thing in the morning today, but it’s not clear to me if the items will be released immediately after them receiving the documents or if it will take longer. If released today DHL might pick them up today, or maybe not.
• This morning I contacted the forwarder asking for status updates regarding the ROW pickups in Hong Kong, and the Taiwanese shipments in particular. I haven’t gotten a reply yet but will update this post with info as soon as I have it.
• updated List 3 batch Joy will be out today, with shipping expected around the 19th (pending flight availability)

Summary for 2020-06-12, click to open

SHIPMENTS UPDATE

@IvoGrijt

1. The June shipments to EU have arrived in Germany on the 10th, they’re now in customs clearance, expected to be released today, and DHL will pick up the goods tomorrow or next Monday.
2. If DHL pick up the goods tomorrow, then will be sent to backers around 15th~16th, the goods will arrive in our Germany warehouse today.
3. The goods for other countries have already arrived in Hong Kong, and DHL will pick them up today or next Monday.

Just to be absolutely clear: nowhere in this communication is there any blame or fault being put on DHL. All information is factual and DHL will be doing it’s part in the process once it gets the packages, which are still in the forwarder’s part of the logistics chain.

In other news:

• The Brazilian and Saudi Arabian based backers have been shipped via a different forwarder, and the tracking numbers have been uploaded into Backerkit today.

Summary for 2020-06-07, click to open

@IvoGrijt

Hello backers,

The Philips Projection team was busy in meetings this week, and didn’t have much time to communicate. I myself was also busy and didn’t have / get information to share with all of you. But I now have a shipping update for you!

Our representative that went to speak with the forwarders last week sent some information yesterday, but forgot to CC me in the conversation, which is why I only got my hands on this information this evening.

According to her:

1. She had a phone call meeting with the forwarders, they confirmed to her that they will catch the 2 flights to Europe this week .
2. All EUROPE Max shipments will have arrived with the backers around 14th June.
3. Other country shipment also in progress, the products have arrived at their HK warehouse now, where they will arrange the shipment by DHL as confirmed before .
4. So this week , the process and schedule the forwarders confirmed to her/us is same as last week.

Now before some of you jump all over us, I will point out a few points that explain why this information is somewhat vague even for us:

1. The use of the words will and this week in point 1 could either mean that:
   a. these flights are in the future, as in next week starting the 8th of June (future tense), or
   b. these flights will have been caught this week ending on the 7th of June (future perfect tense)
   (Also see my remark about point 4 below).
   So this is a bit vague to me as well but could be down to translation and incorrect use of future tenses. I’ll try to get a clarification but she won’t be in for work till Monday.
   Receiving tracking numbers would also remove some of the vagueness and doubt in my mind personally.
2. When they / she uses the word All I think they mean ALL backers sent this week (see 1) like discussed earlier, aka List 3 Betty, Jordan, Laurent & Amy, and not ALL EU backers of this campaign, as the last list of backers to fulfill hasn’t even been finished yet, let alone sent to them. So I’ll only give this more credibility myself once we get the tracking numbers for those backers.
3. When they / she uses the words the products I think they mean the products for ROW that they’re handling (so everywhere else except Russia and Brazil) sent this week (see 1) like discussed earlier, aka List 3 Betty, Jordan, Laurent & Amy, and not ALL ROW backers of this campaign, as the last list of backers to fulfill hasn’t even been finished yet, let alone sent to them. So again I’ll only give this more credibility myself once we get the tracking numbers for those backers.
4. The use of the words this week imply the week that’s starting on the 8th of June. This also makes the statement in point 1 a little bit less clear in my view though.

With regards to the Brazilian shipments we have the following update:

@Philips_Support_N

I can’t share any new information on the shipment to Brazil, but I am very confident that it is proceeding as planned. In fact, one of our closest partners in China offered to take over responsibility for the shipments to Brazil and Saudi Arabia. So they picked up the products from our forwarder and arranged for shipment themselves. They are very reliable, and I’m confident you will have your products within the next two weeks.

Summary for 2020-06-02, click to open

@Philips_Support_N

NEWS:
DHL Picked up the goods just 5 mins ago!

@Philips_Support_N

A DHL tracking number is generated in China when the deliveries are prepared (boxes labelled etc). Then a large consolidated shipment of several products is made by our forwarder from China through HK, through Belgium for customs clearance, to their warehouse in Germany. In that warehouse the shipment is broken down into the individuals deliveries and they are picked up by DHL Germany and delivered throughout Europe. You will not see more information on your tracking number until DHL Germany picks it up. It has been taking 2-4 weeks for the goods to reach DHL Germany, so you could expect to hear some news from DHL in about two weeks.

Summary for 2020-06-01, click to open

@Philips_Support_N

We have received confirmation this morning from our colleagues in China that they have found an alternative shipping method for all Brazilian and the remaining Saudi Arabian backers. The shipments will begin today.

@Philips_Support_N

Shipments to Saudi Arabia are starting today.
We were told shipping time is 7-10 days.

@Philips_Support_N

NEWS

• I’m uploading 1831 backers now on backerkit
• 60 tracking numbers for Russia will be uploaded soon
• Saudi Arabia tracking numbers will be receive soon as well
• for the 9 Australian who received an INT version instead of AU, we will ship the missing AU adapter by express

[imdevu]

FAQs

---

Latest lists of Backerkit (or Indiegogo) ID's next in line to be fulfilled or already shipped

@Philips_Support_N regularly provides lists of backers to be fulfilled in recent or forthcoming production or shipment batches.
Please check this link for the lists and actual information on https://community.philipsprojection.com/t/how-to-find-your-backerkit-id/5181?u=ivog

Statement regarding personal status update requests

Philips will not give out individual status updates to backers on a on-to-one basis.

A lot of users indicate that they find the forum hard to use to find news updates, and that all the off-topic discussion and personal status update requests confuse them.

To try to keep the shipping information and discussion threads on topic, we will from now on move these kind of personal requests to this thread instead, where only the staff can answer them IF they’re so inclined and capable.

If a question is of importance to a bigger group it will be allowed to remain in the original thread.

Note: There will be no opportunity for discussion in this thread, if you need to change anything to your update request you should be able to edit it.

Latest firmware update release notes & download information

Software Update v1.1.0 is available now!

INFO: How to do offline software update?

---

Specific info only for those with a defective unit waiting to ship it back to us, click to open

@Philips_Support_N

(This specific info is only for those with defective units waiting to ship it back to us):
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 current Ticket ID (you got it with the return form. If you can’t remember it, just email us anyway, we will find it for you. But you must have already filled the return form!)
• THE MOST IMPORTANT: YOUR PICK UP DATE (UPS/DHL is asking this info as soon as we create the label) as in the date that works out for you for the pick-up to happen.

Thanks!

Solution for backers who’s delivery address has or will change, click to open

@Philips_Support_1

Change of delivery address

Because of the Covid-19 outbreak management measures, many of you had to go to your home (country) or have a new address.

In case of change, please indicate your new address and phone number to support@screeneo.com.

Please indicate this before you receive your tracking number, as changes are not possible afterwards.

Be careful with the change of VAT per country, cost can change we will be able to make the modifications.

Campaign ID's, what they mean, and how to find them

This campaign issues you a multitude of ID’s and numbers from different platforms, each with different meaning or uses. To properly understand all these ID’s and numbers and find out where to find them, please read this explanation by a fellow forum user: Demystifing Numbers (Indiegogo, Backerkit etc.)

Backerkit ID vs. shipping order

Are devices being shipped in chronological order of the Backerkit ID?

No, cause the Backerkit ID has no correlation to backing order, as people who backed much later may have filled in their Backerkit surveys before others who backed earlier.
The shipping order is more or less decided by country shipped to, if there’s 200 going to country A and there are 300 backers there, then the first 200 according to the IndieGogo contribution ID will get theirs, regardless of other backers with possible lower numbers bit in other countries.

Things to try if your tracking number doesn't work

There can be lots of reasons for a tracking number not working. In the case of DHL, many times the tracking code works on certain DHL sites but not on others. If your DHL tracking code doesn’t work, please try the following.

For shipping addresses in Europe:
Copy the tracking code only (NOT the “DHL-” part) and try to track it here: DHL Europe Tracking Link

For shipping addresses elsewhere:
Copy the tracking code and try to track it here: DHL Worldwide Tracking link

Delays in tracking explained

This is why your tracking number might not be updated for quite a few days after you receive it:

@Philips_Support_N

Please be aware that the tracking number can ONLY be tracked when the parcels reach a DHL warehouse. Before that, DHL Express uses an internal tracking number for the entire container.

Example of tracking progress in January shipment, click to open

@IvoGrijt

In January lots of countries didn’t have lockdown measures and traffic was normal, yet the delivery of the first EU batch took 10 days or so to even change from the “information received” status to “we will be loading your package onto a van for delivery”

So now with the corona lockdowns and delays I don’t expect that to go any faster really

Example of tracking progress in March shipment, click to open

@anatole

here is my status so European backers can know what to expect once the projector is shipped:

DHL
Tuesday 14.04.2020

• 23:26 Local time | The shipment is being prepared for delivery in the delivery depot France

Friday 10.04.2020

• 16:00 Local time | The shipment has arrived at the parcel center France
• 15:51 Local time | The shipment has arrived in the destination country/destination area France
• The shipment has left the import parcel center in the destination country/destination area. France

Monday 06.04.2020

• 11:56 Local time | The shipment will be transported to the destination country/destination area and, from there, handed over to the delivery organization. Lahr, Germany
• 02:46 Local time | The international shipment has been processed in the export parcel center Lahr, Germany

Thursday 02.04.2020

• 19:55 Local time | The shipment has been processed in the parcel center Köln, Germany

Tuesday 24.03.2020

• 18:07 Local time | The instruction data for this shipment have been provided by the sender to DHL electronically

LA POSTE (French mail)
Wednesday 15.04.2020

• shipment is on our local platform that serves your place. We are setting up the delivery.

Friday 15.04.2020

• shipment is on our platform, to be delivered asap
• shipment is in France
• shipment on our platforms, to be delivered asap

Monday 06.04.2020

• shipment left origin country and is on its way

Thursday 02.04.2020

• shipment dropped in sorting platform

Refund requests no longer accepted

The Indiegogo campaign is now over and therefore as of March 11th Philips do not accept cancellations anymore.
Their logistic and sourcing team have already purchased all the components to manufacture the right number of products for their backers, and they have restarted production and shipping after the Coronavirus lockdown.

You will receive your order as soon as logistically possible.

---