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The WORST Customer Sservice EVER
By -

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 backorder. 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 backorder 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!

Extensive Failure During First Season of Use
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This is probably early for many, but we (more like I) do so much to the house, that my work actually starts this weekend. Has anyone out there who decorates for Christmas had any problems with these LED light, especially in outdoor applications? I'€'ve started converting to them last season as they are supposed to use lower energy costs, and last up to 5 times longer. I found many bulbs to have failed on indoor sets, and half the sets I used outdoors had entire half string sections go out by the time it was New Years. All were new last season. The ones outside also seem to have rust stains around the bulb sockets indicating corrosion on the contacts.

I didn't even get enough extra bulbs with the sets to cover the ones that burned out, and on the half string failures, replacing every out bulb on the section did nothing but waste my time. I wrote to the company from their website on the boxes and they replied they are just an importer (even though the boxes say manufactured by) and to take them back to the store, which of course it was too late by the time last holiday season wrapped up. I think they were made in China and the Philips name is just for marketing. They have no shunts also so you can't use any mini light testers to either fix it or find the failure spots.

At $12 to $14 a box, these things will never save enough electricity over $2-$4 mini sets by the time they fail and need to be replaced. I just have to wonder if anyone else used these and had problems. It sure goes against the reliability they advertise. They are really being phased into the market now so they will have to be much more reliable as a whole. I'€™m going to just replace the bad sets and see how this year goes. I recommend to anyone buying these to first just get a few strings and see if you have better luck than I did.

Poor Battery Maintenance and Customer Service
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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. 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).

Defective HDMI Cable
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I want to write and warn 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 instantly 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 difference 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 online 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.

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.

Nightmare Return of Defective Item
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WALL, NEW JERSEY -- I purchased a small Philips stereo at Costco for my son two Christmases ago for approx $120. The CD's would no longer eject and the unit would not play after approx. three months of use. The item was guaranteed for one year and I asked my son to contact Philips to get repair/return details. He procrastinated for several months, so I finally called Philips in October.

They instructed me to bring the item to their repair center to remove the stuck CD's before returning it. I was informed that I would be reimbursed for fees paid to the repair center if I submitted a copy of the receipt. I did so & sent the item back to Philips along with the receipt from the repair center. I received the "repaired" item back approx within a one month and discovered that it had not been repaired and still had the same problem.

In addition, they failed to reimburse me for the repair center charges. I was extremely annoyed & called Philips. The response I received was that the rep who told me that I would be reimbursed for the repair center charges to remove the CD's was not authorized to do so & they would not honor that promise. In addition, since one year had passed, they would not accept the unit back for return. I was shocked & pointed out that their repair center had failed to fix it the first time. The response was that didn't matter.

I couldn't believe that would really be the policy of a major manufacturer like Philips & asked to speak to a manager. The manager, in addition to being rude, confirmed that even though their repair center failed to fix the original problem, they would not accept it back for repair since the one-year warranty had expired. I still can't believe that Philips would treat customers so poorly & will never purchase another Philips product again. I suggest that you don't either.

Philips Sonicare's Deceptive Warranty Policies
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I owned an old Sonicare for many years. It was a great product. But that was before Philips bought the company. After five years, I purchased a new one, now branded "Philips 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. At 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 Philips 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.

Unsanitary, Flawed Product
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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 Philips 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 toothbrush again and I would advise others not to as well.

No Replacement Parts Available for Philips Televisions
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I purchased a Philips 55" Projection TV ($1,500.00) in December 2004. My television was damaged by a power outage in my community June, 2007. Numerous television repairman have told me that it is impossible to find replacement parts for my television (Model #55PW9383/17F; Signal board #3135 035 20592; Serial # YA1CO421CO4716). I have telephone Philips Service and have written many emails to no avail. I have been totally ignored and told to write a letter. So I have been writing letter after email, after letter. No response from anyone.

Most television servicemen refuse to work on Philips television products. I was advised that the Philips/Magnavox Corporation is having upper management problems and have closed most of their parts distribution centers -- and that Philips Magnavox going out of business. I have been told that Philips televisions are too expensive to repair and to purchase a new TV. $1,500.00 is a lot of money for a retiree.

Magnavox/Philips used to be a "top-notch" company for televisions. What happened Mr. Reinier Jens, President? What ever happened to "customer satisfaction?" If you are not going to respond to my query, I will make it my personal mission to tell everyone I know "never purchase a Philips Magnavox" product. This is my3cents.

Sonicare Toothbrushes Not What As Advertised. Poor Customer Service Support.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I owned the Sonicare Essence Toothbrush which was supposed to be one of the upper end lines of its toothbrush products. It lasted less than a year and a half before 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. They 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 Sonicare product again.

Bad Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty Star-
Rating: 1/51

OHIO -- CD Player/iPhone Docking Station Model # DCM278/37 - 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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Philips Electronics North America Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 3 ratings and
35 reviews & complaints.
Contact Information:
Philips Electronics North America
1251 Avenue of The America
New York, NY 10020-1104
212-536-0500 (ph)
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