Philips Support (Philips Projection)
Apr 22, 14:05 CEST
Hello,
It’s normal, your tracking will be updated once your PicoPix Max will be released by customs, it can take 1 week
Cheers
Philips Projection
PROJECTOR/FAX/STB Philips Consumer Care
My tracking is stuck from April 10. I contacted Philips, they say it may take up to a week to se updates. I contacted DHL, they say they have no idea about the shipment and I should contact Philips. It is already 12 days. I am starting to doubt about veridicity of veracity of information we are given.
Yep me too. Tracking email from 10th April… still not on dhl system. It’s a very long week !!!
This is why your tracking number isn’t working yet:
Also:
We created a summary thread so nobody has to hunt down information but instead can find it in one convenient spot. Bookmark that and gather your daily digest from it, you can always click on the quotes in that topic to jump right into the actual thread where it was actually posted.
This kind of information is prominently featured in that post.
Hi IvoG,
I just checked my tracking number which I received on the 15th April it says since the 23rd April DHL says on the tracking page: Shipment Information Received, nothing more. Does that mean the goods haven’t moved since the 9 days?
I just wonder why Philips don’t send out the tracking number when they ship the product like all other companies I backed so far. I simply looks not very professional, considering the brand name they have.
I guess this is what people here complain.
Best regards
Alex
People have been begging Philips to let them know even before they have a tracking label that there will be a tracking label (hence the Backerkit lists they’ve posted). That’s why they (and every other company shipping goods) gives you the tracking info as soon as they have it, to get that out of the way.
The shipment was being held up at the customs inspection point in Germany, but was finally cleared yesterday and will be picked up by DHL / UPS today and will then show another status by tomorrow.
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No updates from DHL today, discording to what has been said in the past week and again confirmed yesterday… My shipment page in DHL has not updated since inception April 10th. Any forecast solution?
No updates today for me either - im also in the april 10 boat, 3 weeks in the same place seems insane.
It’s getting pretty close to 6 with no update…fingers still crossed!
Hey I’m sitting next to my iPad and can’t wait if there is an actual update 
You need to wait at least one month before you get an update. This is Philips. Lol
Did you guys see this? Come on, DHL don’t have a magic wand that they wave and Poof! all the packages are scanned guys!
If there’s change for even 1 package in the batch then the others will follow also, no reason to act this way guys.
awesome!
Edit: still no update for me, guess i got excited too early.
Sorry, your tracking attempt was not successful. Please check your tracking number.
Is the error I get when I enter the tracking information I was given in backerkit.
In backerkit it says I will need to wait two days for the information to show.
However It is now 5 days later and still can’t track it.
Please advise on the next steps.
Contribution order # is 18011
I think a major problem with this tracking issue is in the email title.
‘Your items for Philips PicoPix Max - 1080p Full HD Pico Projector have shipped!’
Then when Backerkit says info will be updated within a couple of days, confusion arises. This site is horrible to navigate and not everyone will be on here either way. So you just have to make the messaging better than it is.
I too was confused when I received this email and saw nothing happening for the last week, with DHL only giving an error message when clicking on the link.
This whole thing has been a pretty horrible experience. The only hope is that I’ll be happy with the product itself when it finally arrives. But who knows when that will be.
The Backerkit messages are all tailored for the pre Covid pandemic situation in which the packages would indeed show up on the tracking within 2 days when shipped directly from DHL Hong Kong.
Please read this to see how the shipping process works in our case however: explanation by IvoG or
explanation by PhilipsSteve, followed by this graphic depiction by imdevu.
Hi IvoG,
I understand everything now. But previously the system was seamless to the end user who only has the backerkit and dhl site to go on. There was no mention of forwarder or status update to let anyone know of these things. It would have been MUCH easier to just send an update email to everyone rather than having to create an account on a community forum which is very cryptic to navigate. In my opinion this is a large oversight on Philips. Filtering people into a website to get answers is a mistake. Especially for those who don’t have the time or the technical skills to do so.
I don’t mind waiting since I’ve waited this long and it’s queued up to be delivered. Is there an estimated time frame that is standard for people to wait or can this take weeks or months to ship?
There’s been several emails via Indiegogo about the progress of the campaign. Also, there’s never been any demand to read anything on the forum. It’s just an extra for those who find that they want to follow the project more closely. Every backer will get their perk, regardless of whether they ever visit this forum or not.
The reason this forum was created in the first place was that many backers more or less demanded to get information about everything, starting from the availability of parts to the progress of manufacturing and minute details about the shipping. So, even though you think the forum was not needed and even bad for the project, there’s a lot of backers who disagree.
As for the time frame, the last list of backers is being prepared right now, containing about 800 names. If everything works out like it has up until now, it should take something like 3-4 weeks before all of those projectors are delivered after that list has been published.
Please keep in mind that my guesstimate is solely based on the experience of previous shipments and I have no further insight in the shipping process. If you want a more exact and trustworthy estimate, you will have to wait until Ivo or somebody else who works with the shipping gives you that.
Thanks I’ll wait ofcourse no issue there. Hopefully it will arrive soon. I don’t disagree about the need for a forum. To clarify further I’m just saying that backerkit was the place people were directed to when after months of anxiously waiting we receive an email saying hey look your product is going to arrive. Shortly after I got that email the indiegogo page directed everyone whether they liked it or not to this community forum. So it wasn’t by choice. I didn’t have an option to get a reply through indiegogo since Philips said they won’t be replying through that site anymore and I would need to come here.
I didn’t see any other emails about extended shipping times or explanation about the shipping status email sent within it saying anything other than “here is your tracking number” In that same email there should have been some note in there saying this is the tracking info. But. “fill in the blank” explaining the situation somehow in the email or on backerkit directly. The majority of people like myself click the link expected and are excited to track their projector’s path to their doorstep are met with confusion and frustration. The only thing I had to go by was that on backerkit there was a note saying it might take two days for the item to show up with status on DHL and thats it. That note should read due to the Pandemic it could take up to another 3-4 weeks to show. Just something to consider for future notifications and emails on this or other projects.
Thanks for the feedback I’m not here to complain I’m just anxious to get the product like everyone else. I appreciate your patience and resilience through all of this. My replies were not meant to create more stress on you or any other moderator / admin for this forum. I’m just stating my opinion as one of the people that experienced the process first hand.