As expected no real news till today. No tracking, no nothing.
Just useless information about internal problems of a big company who’s not able to handle a paid forwarder.
Let’s wait till the end of the month before I’ll check the opportunities of legal actions and some words to Serge and the board of Philips N.V… I’m sure we can write a interesting story for the online media as well.
This is so frustrating, especially that the PPM is now avaible with next day delivery and regular guaranty regulations over Amazon.
@IvoGrijt Don’t get me wrong. That’s nothing personal. I know that you’re doing your best.
As we say in Germany…
“Der Fisch stinkt vom Kopf.”
I think I know where all our PPM are gone. You can get it nearly everywhere now. So the logistic works fine for retail but not for us. That is showing very nicely what’s our worth for Philips.
Any chance of an update here? Tracking number not only being canceled within the DHL system, but they also delete them from the DHL account and we have to re-add them periodically in order to track them without going to backerkit and copy/paste the tracking number each and every time we want to see if there’s something new.
Would there be a chance to find out if the devices even left China?
Many backers in the latest batch shipments to the EU with tracking numbers from August or September have reported that DHL is showing their shipment as cancelled from their side. This is happening due to what DHL think is a no-show.
It’s somewhat like this: our forwarder booked a ticket but the passenger hasn’t shown up at the gate. So the airline declares the ticket cancelled. But once the passenger shows up at the gate with their ticket in their hand, they’re still transported regardless of what the airline said before, as they have a ticket that was paid for.
As we’ve explained many times before, including in our [FAQ] Tracking and Shipping#4, the shipments to the EU are shipped in bulk to a EU country, usually Belgium, where they clear customs and then are shipped to Germany for handover to DHL DE, who scan the labels and start the final legs of the shipments.
So in our case the tracking labels were booked so long ago, and the handoff to DHL DE not having happened in the normally allowed timespan, that DHL marks the shipment as cancelled (because why haven’t they gotten it handed over to them yet?). But our forwarder is still intent on delivering the goods to them, and as soon as they do, DHL will say “okay, we got the goods with these tracking labels, they’re paid for, so we’ll get them to the consignees now” and the tracking info goes live as soon as they scan the labels on the packages.
For this shipment there were additional documents requested by the Belgian customs authorities, which we were made aware of yesterday and provided to them today. So hopefully the goods will clear the Belgian customs tomorrow or so and be transported to Germany and handed over to DHL there.
So rest assured that the cancellation you see is not from our side nor does it mean you won’t be getting your projector. Your projector is still on its way to you and should be with you by next week if all goes accordingly.
These bulk shipments to the distributors were handled by a different shipping company straight from our factory in China to business addresses. They were not shipments of single units to hundreds of individual addresses, being carried out by an apparently not so competent forwarder.
So while you’re still waiting on yours, these bulk shipments have indeed reached the distributors and are available for sale at their retail prices by now.
We can only apologize for the delays in getting the individual shipments to the backers.
I waited patiently but I cannot see any progress at all. Delivery started 15/8/20 and still nothing so far. Fairy tales from Beligium. Sorry, it is your obligation to delivery - we have paid month before. So come on.
I also get no answers regarding valid questions, no replies, no information.
Tracking to Germany with DHL - invalid. Help or politeness - none.
Making sure to NEVER buy anything from Philips again and let all friends
here and online know about this experience - priceless…
I think we should document this case with screenshots and all start
credit card chargeback processes due to nonfulfilment of contract,
nondelivery and noncommunication…
@IvoGrijt 8 days later… No news. No new tracking. Two days left. If nothing is happening till next week, I think it’s time for a legal process and class action.
I hope you’re right, but what I mentioned last week, according to info on this site https://www.paketda.de/status-dhl-sendung-storniert.html it says: Sofern ein storniertes Paket irrtümlich trotzdem bei DHL eingeliefert wird, ist es nicht gültig frankiert und wird deshalb nicht transportiert.
translation: If a canceled package is inadvertently delivered to DHL anyway, it is not validly franked and will therefore not be transported.
Products are in Germany now and our forwarder tells us they have been handed over to DHL. We don’t know yet if the old tracking numbers will be reactivated or if there will be new ones. But we should start seeing something happen very quickly now.
Steve
DHL did get around 650 units all at once, scanning them all will take some time.
While you’re right AndreasG, Davy, Ste, and others that we have the obligation to deliver and to communicate, we have been doing that for a while now. We’ve explained many times before and it’s even in our shipping FAQ how the process works for EU bound shipments, and we’ve been doing our best to chase after the forwarder to deliver these units to our backers. We are not in the business of shipping or forwarding ourselves, but have even started to do that to solve some of these shipping issues. But for the bulk of these shipments we’ve had to apply the same practice as you guys: patience.
Finally today the first units in what we hope will be one of the last batches in bulk have started being scanned by DHL Germany, and hopefully by next week all should be with the backers safe and sound.
