Philips Electronics North America

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1.6 out of 5, based on 5 ratings and
38 reviews & complaints.
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Poor battery maintenance and customer service
Posted by on
I have been a fan of the Philips Sonicare line of toothbrushes until recently. I upgraded to the FlexCare model based on its claim of being their best toothbrush yet and the fact that it came with a sanitizer. However, it didn’t come with any guidance on how to maintain the internal (read: not replaceable) battery. It died at just over 2 years after purchase (it has a 2 year warranty) and when I reached out to Philips to see if they would repair/replace it in good faith to keep a loyal customer, they refused.

The Chat Agent even cited the fact that it should last at least 5 years and attempted to point to some unhelpful documentation, insinuating that it provided guidance on how to maintain the battery. My annoying chat conversation with them, below.

So Buyers beware that this is Philips’ position, it is clear that it is not in their best interest to instruct their customers on how to extend the life of their product, and they act accordingly.

I'm very careful when it comes to batteries and generally like to know how the batteries of a given appliance or device like to be treated (for example, today's SmartPhones like to be full or topped off constantly and it's hard on the battery to get completely drained). Conversely, laptop batteries should be "conditioned" monthly - a complete drain down to dead, and then a full, uninterrupted recharge).

The top-of-the line Sonicare FlexCare came with no such guidance, despite costing close to $200 and having a non-replaceable battery (I hate that - such a waste).

Pearl: Hello, how are you today?
Me: Hi Pearl. Just fine, thanks yourself?
Pearl: Doing great, thanks for asking.
Me: Good to hear it.
Me: I had a question about my FlexCare toothbrush
Me: it is no longer turning on
Me: is there anything you can help me with on that?
Me: I've only had it for 2-3 years and I heard they should last 4-5 years
Pearl: I apologize for your recent experience and will do my best to help you with it.
Pearl: could provide me with model number, serial number and your unit's date of purchase? The HX model and serial numbers are located on the bottom or inside the well of the toothbrush handle.
Me: OK
Me: let's see
Me: Serial: 080221
Me: Model: HX6930
Me: and I don't have an exact date or purchase but I think it was the fall of 2009
Me: so not quite 2 years, if I'm counting correctly
Pearl: Thanks for the information.
Pearl: Do you have the purchase receipt for this unit?
Me: hmmm, probably not
Me: I might be able to contact Costco to see if they can pull it up if it is critical, but not sure if their records would be retained for that long.
Pearl: Does the light come on when the handle is on charging base?
Me: no it does not
Pearl: Have you tried a different wall outlet? Just to make sure that the outlet is working fine.
Me: Yes, I have. The sanitizer comes on as well so I know it is getting power.
Pearl: As per the serial number, the unit is not within warranty, the Sonicare toothbrushes are non-repairable, my best suggestion would be to purchase a new Sonicare toothbrush and I can offer you a coupon code for 15% off and free shipping on purchase of the unit through our Philips online store.
Me: What does the serial number tell you? Can you tell when it was purchased? If so, when?
Pearl: It shows as purchased in 2008, if you have the purchase receipt I would request you to fax it to our entitlement team to validate the warranty on this unit.
Me: I see. And how long is the warranty good for?
Pearl: The sonicare units come with a 2-year warranty period from the date of purchase.
Me: I see. I just checked the FAQ and it did say that the batteries cannot be replaced but that they should last for many years.
Me: I don't think 3 years is "many years" - that's very disappointing.
Pearl: That's correct, it lasts for at least 5 years.
Me: So why did this one stop working after 3?
Me: I remember trying to find out in the manual how to keep the battery in good condition and it did not give any tips.
Pearl: It is advisable to deplete the battery and then recharge it for 24 hours.
Me: How often?
Pearl: The fully charged handle lasts for 1 week.
Me: I see. is that stated anywhere in the manual?
Pearl: I'm checking it for you.
Me: thank you. because I always wondered and tried to look for it
Me: now it's dead.
Pearl: http://www.p4c/. Philips.com/cgi-bin/dcbint/cpindex. pl?scy=US&mid=Link_FAQs&view=aa12_view_partial.html&session=20110713180056_220.227.54.226&list=aa12_list_partial.html&slg=AEN&ctn=HX6932/10&dct=FAQ&refnr=0082677&faqview=1
Me: I clicked the link. doesn't say anything you explained.
Me: did you want me to read anything in particular?
Pearl: "Our rechargeable toothbrushes last for a minimum of 2 weeks without charging and are therefore convenient for travel."
Me: I see that, too. it doesn't say anything about recommending that one depletes them and then charge for 24 hours.
Me: it just says that it's convenient to travel with
Me: I have to say that this is very upsetting. you could easily put these recommendations in your official documentation (manuals) so that your customers can actually get "many years" out of the life of a product that they paid a premium for. I paid nearly $200 for my Sonicare and what you're telling me is that one year after the warranty expires, I have to go buy another one.
Pearl: The HX6930 comes with the Lithium Ion battery so if you leave it on the charge it doesn't affect the battery, however, with our experience it is better to deplete the battery before recharging it.
Me: Can I buy only the handle or do I need to purchase an entirely new set?
Pearl: I'm sorry, you would need to purchase the entire unit as we don't sell individual handle.
Me: Of course you don't.
Pearl: What best I could do is offer you a free brush head after you purchase a Sonicare unit.
Me: I was really hoping that Phillips would show some good faith and say, yes, it may be out of warranty, but our product is not repairable nor replaceable by our own design, nor do we provide any valuable recommendations on conditioning the battery for lasting use. I was hoping that they would send me a new brush handle for no charge or at a significant discount. 15% or a free brush head is insulting.
     
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Defect in New Television, Poor Customer Service
Posted by on
Rating: 4/51
LITCHFIELD PARK, ARIZONA -- Purchase a Phillips 50 inch in March,2013. My television stopped working approximately July 11. I called the Phillips Manufacturing Repair, 1-866-309-0843 and was advised to email receipt in which I did on July 11. After faxing the receipt no one called me, therefore, I had to call them and set up for my television to be repaired, in which they gave me a vendor name and number to call.

I called Denny's Television and set up an appointment. The vendor did not show up nor called and we rescheduled three times before he showed up. The technician stated the television needs a new mother board and he stated I should be concerned as this seems to be a manufacturing defect and I should be concerned of repairs in the future with this television.

My kids and I have had no television since July 11 and my kids are out of school for the summer. This weekend was horrible with no television and being on vacation. I have called the Phillips Manufacturing Repair several times asking when can I find out details about repairing my television. I continue to hear well ma'am it takes time and there are other orders to be completed along with our expedition time of 2-3 days before a technician can read the report and act on it, as well as many other reasons.

I know everyone is busy and there is a timeframe, but I informed him to put himself in my shoes. I purchased a brand new television and it is broken within three months and my kids and I have nothing. I brought a Phillips brand as I thought they were an excellent brand and have longevity. I am a single parent and I try to spend my money on a good solid product, in which, I thought I did.

I apologize but I do not feel there is a sense of any type of urgency or commitment to the product and service I have received. Based on what the technician stated, I would like to have my television replaced.

As stated below on your Phillips website: creating a strong and trusted Philips brand with market access all over the world We have a leading global brand, which is highly trusted across the world.

Please help me in getting a television for my kids and I that we deserve and have paid for. I still have not received any information on the repair.

Cordially,
Ollie Smith
smithmphx@gmail.com
     
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The WORST customer service EVER
Posted by on
Philips Electronics: Why NOT to purchase:

Well hello all of you tech savvy individuals out to purchase the latest innovations from companies such as RCA, Philips, Olevia…etc. I just thought I’d make the purchasing research that much easier by providing some information regarding my personal experience with the Philips Magnavox Corporation.

I’d purchased a 42” Philips Plasma television in late February 2008 and was absolutely ecstatic about it! I brought it home, plugged it in and was ready to watch some High Definition basketball. Little to my surprise I found blue splotches up in the left corner that would appear and reappear throughout this experience. Well, at this point, I should’ve just returned it and been done with it but I really like it and it was a great deal so I thought I’d give customer service a call. They assured me it would be no problem to get that fixed under warranty and they gave us the information we needed to set up an appointment to have it picked up. So we called and it was picked up by the local service center. So far, this sounds like an average TV buying experience; it gets better so just hold on.

Well the TV repair shop decided it was in need of a part, that so happened to be on back order. We were unhappy with this response but these things happen so we waited and waited and waited some more. Finally it was D-day, we called and were assured the part was on its way. They said it might take up to 10 business days to ship so we were patient and we continued to wait. Finally after about 13 business days I decided to call Philips. To my surprise, the part was never shipped and had actually not even come off of back order yet. At this point, I’m beginning to become a bit angry. So, since Philips just has the highest respect on how their customer service is handled they actually assign you a customer care associate and I was told mine would be calling me in 2-3 business days and we’d get it all taken care of.

So, again, I waited. It had been 3 days, no call. I decided to call them back again and apparently I still had not been assigned a customer care associate. They apologized for my inconvenience and then assured me that my case had been escalated and that a customer care associate would be calling me the very next day. Well, this process went on for about 10 days. The best part about this is that everybody I had talked to in the Customer Service department (not to be confused with the Customer Care department) had told me I had to wait for my Customer Care associate to call me back. Finally, somebody informed me that the customer care department was just too busy to assign me to someone and that I would hear from them just as soon as this was possible. Still no call yet I had finally persuaded someone to give me more information without my customer care associate. They told me that my part was still on backorder for 5 more days! Well, I had no customer care associate and no part. I am NOT happy. This is where the story continues to get MUCH better...

Finally, it was the day! The part was off of backorder and it had been shipped! So, the repair shop received the part and indeed assured me I’d have my TV back in a matter of 2 days, I was very happy to hear this considering all the bad news I’d heard before. It was almost like Christmas morning when I went to pick it up! We brought it home, hooked up our new surround sound to it and rented an action flick. We began to watch and then noticed yet again our little blue splotch was STILL ON THE TV! It had not been fixed. Well, I’m unhappy, angry and completely dissatisfied with my experience. I had pledged to NEVER buy another Philips again. I figured that I would call, talk to my customer care representative (that was finally assigned 2 days after my part had shipped) and that they would apologize and reassure me they would just send me a new one and make everything right. This was a very WRONG assumption!

Well first of all, my customer care person was actually sick and had lost her voice so she could not help me. I asked if there was someone else who could help me considering the circumstances and finally someone told me my next steps. I would first, have to contact a different repair shop and then I would have to make a new appointment to get the TV fixed. This new repair shop is 22 miles away from where I live. I had explained to the man on the phone that it would take me a minimum of 40 minutes to drive there and he said well that’s the closest one besides the repair shop I had already used. So I continued to talk to him and let him know the process I’d already been through and I asked why I should have to wait longer for my TV to be fixed when it wasn’t my fault that the repair shop they contracted didn’t do their job.

All I got was well it’s the warranty, we have to try to fix it first and then if it’s not fixed after 90 BUSINESS DAYS, yes that’s right 90 business days, that then they would possibly offer me a new TV to replace my broken one. So, I have decided to return the TV and to NEVER, EVER let myself or anybody I know purchase a Philips EVER, EVER again!
     
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Sonicare Toothbrushes Not What As Advertised. Poor Customer Service Support.
Posted by on
Rating: 1/51
I owned the Sonicare EssenceToothbrush which was supposed to be one of the upper end lines of it's toothbrush products. It lasted less than a year and a half be fore it would not charge or turn on. I bought the Xtreme brand of Sonicare and it lasted less than two months before it stopped working. It would run for only a few seconds and turn off. When I called the company their attitude was quite non concerning and very unhelpful. The offered to replace the less expensive product but not the product that I paid the higher price for. The manager I spoke to presented a non-concerned attitude and basically told me to take their offer or not.

They would not replace the more expensive product. I will never buy another Socicare product again.
     
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Bad Customer Service
Posted on
Rating: 1/51
OHIO -- I received this as a Christmas gift & the CD player never worked. I called & they said they would send a replacement & I would send the defective one back. It was going to take 10 to 15 business days. I waited & called on the 15th day. I was told they couldn't find any record of it being shipped & they would have to send a request to corporate to find out the problem & they would call me. One more week & no call.

I call them & again I am told it would have to be sent to a supervisor at corporate. I ask to speak to a supervisor & he said he would expedite the request!!! I am baffled they can't find a shipment request that is a month old!! Do they not have any kind of tracking!!

I finally receive a call 6 weeks after my original call saying that they are out of stock on this. Unbelievable I will never buy a product from them. Their customer service is awful!!!!!!
     
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Replacements
Posted by on
Rating: 1/51
GROVEPORT, OHIO -- My toothbrush quit working a short time after the warranty ended. I called sonicare and they said that they would honor the warranty because I had purchased other products from them in the past. I was sent the first replacement and the brush worked for a week and then it would not recharge. I called them again and they said that they would send me another one and the same thing happened again. I contacted them again and they said that they couldn't help me, but after telling them that I was afraid to purchase their products again they decided to send me another one and guess what, same thing happened again. I sent the first replacement back to them and now I am going to mail the other two back. These tooth brushes were different than my original one because they had green stripes on them. All I can see is that these tooth brushed must all have very weak batteries in them because you can only charge them once and then they won't charge again. I am really mad because I have a box of four heads that I can't use now.
     
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Transaxle Whine 2010 Rav4
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Purchased a 2010 rav4 v6 5 speed auto transmission, at 8000 miles it developed a transaxle whine at 40 mph. Took it back to the dealer, was told nothing was wrong with it. I was. told I hear it because I have a hearing aid. I called Toyota customer service, was told "take back to the dealer".Was never told of any memos on this problem. Took it back to the dealer and had the Transmission man take it for a ride with me. He heard the whine abd went back to the dealership. Pluged a laptop into the computer and said see nothing wrong with it, a computer will not show a whine if trany is shifting collectly. Called Toyota again, was told the same thing"TAKE IT BACK TO THE DEALER".Was never told yet of any memo to the dealer. Iwas discussed with the rav4 because of this whine which had gotten worse. Finally traded it off. While on vacation this summer I stopped at a Toyota dealer up north and asked if they ever had any problems with awhine in the rav4.Showed me memo # T-SB-0192-10 that showed about a whine in the transmissions of 2006-2010 rav4s, dated July 15 2010.I was angry because I got rid of a good vehicle that should have been fixed, but they lied to me about it. The transmission man should be fired for his lyies. Spoke with the owner of Phillips Toyota, He said he would look into it and call me. Haven't heard from him since. Called Toyota and advised I was lied to by the dealer and why I was not told there was a memo to the dealers to fix the whine. I was told by some idiot there"WE DIDN'T TELL YOU TO GET RID OF IT".Don't go to this dealer with a problem, you to may be lied too!
     
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Defective HDMI Cable
Posted by on
I want to write and worn everyone that when you purchase the cables needed to install your electronic components the manufacturers of the cables do not warranty any damage the cable causes your equipment. Here is a description of my experience.

I purchase an RCA DVD player and all the cables need to install. This included the fiber optics cable and HDMI cable. After installing the unit and turning the power on it instantly smoked and shorted out. I returned to the place of purchase and they happily exchange the player. I installed the second player and it also instatly smoked and shorted out. I returned to the place of purchase and of course they did not want to exchange again but asked me to contact the manufacturer (RCA). I decided to purchase another DVD player and try one more time. The differnce was I turned the unit on and installed the cables one at a time, as soon as I installed the HDMI cable the unit smoked and shorted out.

I contacted Philips via their on line customer care site. Their response was very quick, however they told me the best they could do was to replace the defective cable and quoted the warranty information. "Philips warrants that this product shall be free from defects in material, workmanship and assembly, under normal use, in accordance with the specifications and warnings, for a period of one year from the date of purchase.
This warranty extends only to the original purchaser of the product, and is not transferable. To exercise your rights under this warranty, you must provide proof of purchase in the form of an original sales receipt that shows the product name and the date of purchase.
THERE ARE NO OTHER EXPRESS OR IMPLIED WARRANTIES. Philips liability is limited to repair or, at its sole option, replacement of the product. Incidental, special and consequential damages are disclaimed where permitted by law. This warranty gives you specific legal rights. You may also have other rights that vary from state to state."

I have since purchased a fourth RCA DVD player and new cable and everything is working great.

So I really don't need the HDMI cable that Philips wants to send me. I would like to be compensated for the cost I incurred to replace the cable and the brand new RCA DVD players.

So I paid three times the price for a working DVD player and twice the price for a working HDMI cable.

I do not want to contact RCA because it was not a defective player. This has been a very disappointing process. I do not intend to purchase any additional products from Philips Electronics.
     
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Phillips Sonicare's deceptive warranty policies
Posted by on
I owned an old Sonicare for many years. It was a great product. But that was before Phillips bought the company.

After five years, I purchased a new one, now branded "Phillips Sonicare". It failed in a year. They replaced it. The replacement has now failed a few months later. They refuse to replace it again.

What's interesting is that I had inadvertently called the professional customer service line (for dentists and the like) a few minutes before that call. There I was told the replacement model they sent me had a known history of failures and they would replace it with an improved version. We started to get the replacement information and he found out I was a retail customer. He said he couldn't do it and gave me a different number where, he said, they would take care of it. A that line (retail customer service) they told me that there was no problem with the unit and they would not replace it. This despite the fact that it was only nine months old and had a documented history of failures. When I told them what I had been told by the other guy, the response was that he was wrong, that no one at Phillips would ever say that.

Clearly, there is one company line for dentists who shill these things and get freebies for their staffs, and another company line for consumers who actually buy them.
     
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Unsanitary, Flawed Product
Posted by on
This is the most unsanitary electric toothbrush I've ever used. Red gelatinous moldy stuff grew in the compartments. Very difficult to clean.

I've been using Sonicare since 1994. This was a new model intended to replace the one I'd been using for quite a while, until the rechargeable battery died. Never had a problem with mold and bacteria on that electric toothbrush. So, this new one was disappointing and disgusting.

The Optiva Corporation created this product. Philips Corporation purchased that company in 2000. Herein lies the problem.

I called Phlips to complain about the problems with the model. I was told that one needs to remove the brush head after every use and let it air dry. Then, wash the complete unit every week with mild soap.

In my opinion, this is entirely too much maintenance for a toothbrush--especially since the maintenance is intended to address a design flaw which makes mold and other ugly things grow in the product. Even with the maintenance, I would not trust that I could keep it clean.

A company representative told me that the design flaws have been addressed in newer models, but she refused to offer me a replacement or even a discount to purchase a new and improved model, or any remuneration to address my displeasure with this product.

Philips Sonicare could have made things right and kept a loyal customer. They didn't bother.

So, I will not purchase a Philips Sonicare tooth brush again and I would advise others not to as well.
     
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