Communication with our forwarder is very difficult. I’ve often asked them more than one question in the same email, only to get an answer to just 1 question, and often an answer that still tells me nothing.
So I started to mail them each case one by one. This apparently also isn’t working so this morning they told me to send them a list, which is what I had started out with back in May but did not yield any results so far.
This time around I’m gathering all similar cases that together have only 1 question or request, like: ‘Where are these shipments?’, ‘Why haven’t you shipped these?’, ‘Please resend these to the the addresses provided’, etc.
I hope this will lead to a quicker and better solution as nothing I tried so far has helped.
@Yash: I’ll be updating the address then adding yours to the “Please resend these” list @Xala: I’ll look up your information and add your request to the “Where is this shipment?” List
Everyone else: I will do the same to handle your cases.
When sending information or mail to us when you already have a ticket, please REPLY to the last mail you got from our ticket system, do not change the subject line or send a whole new email. Nothing slows down my work than having to open a ticket, start checking the information, only to realize I’ve already started dealing with it already, or having to piece the information from several different tickets.
I got the email that my picopix was shipped 2 months ago. Tracking number wasn’t working in the link in backerkit. I had to go to dhl.de to see my product. After 2 months of waiting i got imformed that my product returned 2 sender.
I have opened 2 tickets through support@screeneo.com but no answer for many days now despite that you say you will answer in 3 days. I know you have to handle too much staff these days but we must be served as well. We are waiting almost a year to get the product.
What should i do now? Please let me know.
If you need any info from me let me know
I have a ticket #24083 in which I keep asking for an update and approval of getting all the information.
I don’t want to spam this thread but no one is getting back to me for weeks.
What is the expectation from us? sending an angry post here in order to get an answer?
It’s just that no one likes the feeling of being forgotten after 7 months of waiting for the package.
I understand that you are very busy, but at least answer the requests please.
A simple reply such as : “We got all the information we need from you, we are on it” would be sufficient.
I would be lying if I said that to all of the 600+ tickets I have. As I am not on all of them yet, nor do I know if I have all I need from you or the forwarder. I’ll explain a bit more of my process regarding the specific cases of Shipment Returned To Sender in the EU.
Each day (and night) I try to work on these cases, from two sides:
From the list of returned EU shipments I finally got from the forwarder last week. This requires me to find out if there’s a ticket from the backer already, to update the ticket and send a request to the backer to confirm what address to have it sent to this time around (even if still the same I need to know). So if you have such a ticket and let me know this in advance by replying to the last email you got back from the ticket system (don’t change the subject line!), then I can immediately add the new information to the re-shipment list, and only inform you via the ticket of this.
From the tickets where the backer tells me this has been reported on the tracking information or after contacting DHL. This requires me to look the backer up in the list of returned EU shipments I finally got from the forwarder last week, if the shipment is on it I have to update the ticket and send a request to the backer to confirm what address to have it sent to this time around (even if still the same I need to know). So if you have such a ticket and let me know this in advance by replying to the last email you got back from the ticket system (don’t change the subject line!), then I can immediately add the new information to the re-shipment list, and only inform you via the ticket of this.
If the shipment is not yet on the list of returned EU shipments, I have to put the information on another list which I can send to the forwarder to check the status of the shipments and either change the address, re-send the shipment, or have DHL release the shipment if on hold, or all of these steps.
Rest Of World shipments work similarly, but we don’t have a list of shipments returned to sender for the ROW shipments yet. So there I work mostly from the ticket side like in step 2 above.
I just don’t want to lie or just pacify you guys, or should I actually do that? Would me just “touching” the ticket with an update “Ticket is not forgotten or cast aside” work for you guys? This is an honest question, I don’t know.
In any case rest assured that I will not stop until all tickets are dealt with one way or another. I don’t close or delete tickets without reading them, and all tickets regarding the shipping and orders of this campaign I will deal with. It just takes a lot of time to do so for everyone due to many reasons:
I’m doing most of the work by myself when it comes to the shipping and orders tickets, no other agents trained or capable of doing it at the moment;
There are many duplicate, follow-up, or even spam-like tickets, making the backlog only unnecessarily bigger. This is mostly due to people not realizing that each new email creates a new ticket, and that they therefore should reply to the last email received from the ticket system instead of sending a totally new email (subject line). Some people not only send new mails, but also do so incessantly as (they feel) they weren’t responded in time, compounding the issue even further. Or they mail via Backerkit, Indiegogo support, forum PM, and support@screeneo.com or any combination of these.
People don’t include enough information in their ticket. Sometimes all I have is the email address they used to send the mail to support@screeneo.com, and at times that’s not the same email they used to back the campaign. Every time I have to go piece together the required information from Backerkit, Excel sheets, previous tickets (“I already wrote you guys 5 times about this!” but each ticket had part of the information), etc. it costs me valuable time. It’s okay if you don’t know your Backerkit ID for instance, but 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
Checking tracking codes is time consuming, and I’ve had situations where the website would reject my requests after a while as I had done too many within a certain period of time.
I had to get better at handling the cases. The more I saw and handled, the better my system got. It’s not quite there yet, but I’m continually improving, by making macros, lookup lists, canned replies, anything to help me achieve more while doing less.
All this time, I’m also still getting requests, personal messages, mentions, posts in threads like these, remarks and questions on the Indiegogo campaign page, FB groups and Messenger, internal mail from colleagues or the forwarder, etc.
Some of you might think “I don’t care about all this, just fix my issue already!”. And trust me, I want to. But I don’t always have an answer, or the full cooperation of every party involved, or all the information needed. So I try to keep going through the backlog and just triage everything till I can operate on the cases, from the most urgent ones (aren’t they all by now) to the less urgent ones.
Anyways, this explanation also took me almost 20 minutes to put together. I hope it helps you all at least understand what I’m dealing with, and hopefully will help you to have just a bit more patience with this as well.
Thank you for the detailed explanation, it is well appreciated.
It sheds a bit more light and it helps with not feeling forgotten.
I just don’t want to lie or just pacify you guys, or should I actually do that? Would me just “touching” the ticket with an update “Ticket is not forgotten or cast aside” work for you guys? This is an honest question, I don’t know.
Let me try to explain to you my side of the story and maybe it will answer your question:
• [June 19] After understanding that my shipment got returned to the sender I found this thread and issued a request to change the shipment address. that was on June 19th - 26 days ago.
• [June 24] I got a message from you asking to confirm the address for shipment with the same old address.
• I immediately replied asking to use the new address I mentioned in the ticket.
• [July 2] Another week goes by, I resend a request asking you to confirm you got the correct address.
• [July 6] You post a message regarding specific backer ids which you know that are in the warehouse and you request us to reply to our ticket with all the shipping information
• I reply again to the ticket with all the requested information.
• [July 14] I post my previous “angry” post
From June 24 till today included, I didn’t get any confirmation that you got the correct address, everything is taking care of and I just need to wait patiently for the package to be re sent. (which I don’t have any problem doing).
That is 3 weeks of waiting in the dark and not really knowing what is the status. I didn’t know if you are going to send the package to the wrong address again which made me feel I need to contact you in any possible way (this and similar cases are maybe the reason people are creating multiple tickets).
you wrote:
I can immediately add the new information to the re-shipment list, and only inform you via the ticket of this.
That never happened.
If you had done that I would have felt much more relaxed.
In my opinion, it will make your life much more easier if you have more “relaxed” customers.
You will have less duplicated tickets and more time to help us.
Honestly, I don’t want to sound like I’m trying to teach you how to do your job. I am sure you have a lot on your plate. I just want to share with you my perspective with hope it can help you with helping us.
I worked last night from 0:30 till 10:15 this morning on tickets mostly, categorizing a lot and solving a few, 250 in total. I still have about 400 that I need to do this for, and that’s before I can work on actually solving most of them. But most of those that I “touched” last night will have gotten an update to the ticket and can confirm I’m working on the cases.
I’m getting better at it, and at getting back to you guys.
Dear @IvoGrijt,
Any news from the “returned 2 sender-EU” (German warehouse) list you have posted?
I have wrote many times on this page, sent every information to the support with opening ticket, my backer kit number is in the list but I never get any reply or confirmation for months… feels very forgotten here!
Could you at least confirm you have received my new shipping address (why is my backer kit still showing old one?), and maybe provide us any updates on the process? I am based in France, when will they finally resend our units?
Please let us know if we have to wait another year, then we‘ll stop asking.
Many thanks
Seriously, I won’t get any answer here?!
How is it that you’re the one and only person taking care of this in whole giant PHILIPS company teams?
We can’t be refunded,
we can’t be delivered,
we can’t exchange with customer service nor support team,
we can’t get any concret news,
but we spent €450 and we are “contributors” who have been waiting for an ounce of good news for 1 year. That says a lot about the consideration Philips has for their customers and their support team. And we’re not even sure that if we’re lucky enough to be delivered one day, the projector won’t be defective…
@IvoGrijt, we know you are doing your very best and we thank you a lot for that, but we are not responsible for this big mess and we can’t be taken pity forever, we’re talking about Philips, not some random little company found on the web! Customers in some countries have consumer rights and this situation has largely broken them.
Please, could you finally answer these?
How is it going with the “Returned 2 sender-EU” list?
When will the German warehouse resend our units to France?
Have you received and duly noted my new shipping address (ticket 24996)?
Why is my backer kit still showing old one?
Backer kit ID 15590815
Contribution ID 7043
Some say we did not order but contribute, so this is not a classic purchase, ok (even at this point, it’s very clearly a play on words).
But does that excuse everything ???
We have waited for many monthes now (without complaining by the way, while many others were), and it appears the support is deplorable.
The only answer we get is “this is not my fault, this is the forwarder’s fault, the forwarder is bad, we are good. We explain you how the world works.”
What a great company, which assumes absolutely nothing.
Philips is laughing at us.
How long will this go on ? Next Christmas ? 2030 ?
Maybe the worst is yet to come. If there is a flaw in the projector that maybe one day we’ll get, considering the customer service, it would be one more hell to cross, indeed.
Any updates on this? At this point, I really don’t expect my item to be delivered. And with all this trouble, I’m not even sure I want the product anymore as it will just remind of this painful process.
So, yes, at this point, I just want my money back!
Hi, I have previously posted in the main thread however have not received a response and I am unable to send a private message. I would like an update on my order Indiegogo Reference 8361 please.
Totally lost track of what happened, because somehow my ticket was first merged and then closed #23350. Out of desperation I opened another one: #27238. Ignore that if it helps.