You should be empathic enough to understand why some of your backers feel like they have been “stolen”. It is funny how you are only responding in this forum when one of your backers is going public with this situation on Twitter.
We did back Philips Projection for a specific product, and you are failing to deliver the goods, give any feedback or offer alternative solutions. Saying that you have contacted the forwarder is not a valid or decent answer at this point. Your agreements or problems with the forwarder are your internal issue. If you are not able to solve them, you should at least send your backers a new projector or offer them a refund. This customer service 101.
Giving no information at all to your backers for more than 60 days (or just telling them that you are contacting “the forwarder” like it’s not your business) is really unacceptable.
Seems your address wasn’t recognized by DHL, that’s why they didn’t delivered it to you. We are checking what went wrong here. Also, did DHL contacted you?
I just phoned +441313221364 which is a number I was provided on twitter and have now written to (philips.projector.eu@screeneo.com) and requested a refund. I was told this was fine so no more tracking number nonsense for me thanks.
Yes you have received a new tracking number this morning from DHL.
You will receive the package within 48h.
Now, if you want a refund, no worries I can do it for you right away!
Your tracking is: DHL 8967324531
Would you want to a receive a projector from you after all this? I’ve requested a refund multiple times in multiple channels - phone calls are unnecessary.
Will still be escalating the handling of this matter as well in hopes to drive some process improvement for future “customers”.
