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Philips Electronics North America Consumer Reviews

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Poor order fulfillment and ineffective customer service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Beware...Do purchase replacement products elsewhere! Philips Sonicare fulfillment center service is deplorable! I placed an order for replacement toothbrush heads on 7/2/19. About a week later I called to check on the status of the order. I was told (after much consideration) that the item was backordered. There was no idea as to when the item would be back in stock. On 7/17/19 I called to cancel the order as I located the product in a local store. I was told that my order cancellation would be escalated to customer service. Well today, 7/23/19, I received a shipping confirmation. When I called to find out what happened (more time spent on the phone), I was told that the order is with Fedex and I need to return the product when I receive it and then a refund will be issued. I was told the process would take 3+ weeks! This is not 21st century e-commerce. Do yourself a favor...buy locally or through a vendor you can trust to handle your order professionally. The trouble I am going through is not worth it.

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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!

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Total Junk and NO Customer Service
By -

Back in March of this year, I purchased a Philips Home Theater system. In July, it decided that it no longer needed to work. After many calls Philips offshore "Customer NO service", I got a RMA number. I had to ship the unit at MY expense and wait for a replacement. After they had it for a month, I got a call advising me that they no longer make the dvd/vcr combo home theater system and if I sent them my receipt, they would send me my money back or they would prorate it and send me the balance. I decided this was not acceptable and "settled" for a replacement unit that did not have a vcr built in.

The new unit finally arrived in October. Most of the features on the new unit are wonderful. However, after playing a grand total of 3 dvds, it refused to read anymore dvds. So again, I called Customer NO service. This time I was told to take it to a local shop for repairs. After two weeks in the shop, the unit was returned to me with a "new" laser. Much to my surprise, 3 dvds later, it again stopped working. We called Customer No service again and was told to take it back to the shop. We actually unplugged the unit, let it set for 20 minutes and it started working again.

Less than a week later, it was right back to not reading dvds, so I was again on the phone and told to take it back to the shop. Instead, I called the Corp phone number and was put through to ** who is supposed to be the assistant to the CTO. She passed my info on to someone else. The person who called **, claimed to be "the assistant to the President". While she was very pleasant to talk to, she was not very intelligent when it came to dvd players and home theater systems. I explained to her that I would be happy if Philips would just send me a stand alone dvd player to hook up to the theater system as a component.

She spoke with her "experts" who told her that a stand alone player would not work with the system. I then explained to her that they were indeed wrong, because I currently had a stand alone dvd player (made by GE and missing the front door, but still working) to the unit and it worked just fine.

Today, she called me back and advised me that they could not send me a stand alone player because that would be like giving me something for free. Mind you, the dvd player on the current theater system does not work, I was just asking them to replace wasn't working. They have offered me a replacement unit again. This time, it's an even cheaper model than the one I originally purchased. So I am back to the corp office and ** in hopes of getting some kind of satisfaction.

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Repair Depot - Customer Service
By -

WASHINGTON -- After having a lengthy conversation with a Philips repair technician in an attempt to fix the DVD player part of the Home Theater System which had a registered warranty (the disk tray wouldn't close), he agreed to open a service request to have the thing repaired. I followed all the instructions to the letter. Spent a good chunk of money to send the thing in (it's not easy finding a box to hold a DVD player with the tray stuck in the open position, and packing it so the tray doesn't break off).

Dutifully wrote my letter accompanying it with our addresses (physical and mailing) along with our phone number and email add (which were also confirmed when the service request was opened) and included the reference number I was assigned. That was October 11. By tracking the shipment, I could see that it was delivered on October 14. I was told 14-15 business days for the repair to be completed. So I waited.

Now, the next part is my fault - I misplaced my reference number. Sent a lengthy email to consumer services after 3 weeks explaining the problem, gave all the detailed information I could possibly give them, asking if they could track down the reference number for me. A week later I got an email response… "We need the reference number in order to update you on the status of your repair" Uhhh… OK.

Tore the house apart and whew! Found it!!! Tried to track the service request via the website with the number they gave me… nothing exists in their records with that number. Sent another email via the website on 11/26. Two days later, the response: "as per our records the unit you sent in… has not yet been received or acknowledged at our depot. Please contact customer service during the hours of…” So I did. Now, in order to find my unit, the Rep needed my Philips ref number AND my postal tracking number. Oh look, there it is. Received 10/17, repaired 11/3 and then who knows.

The CS Rep said possibly it was a mailing address/physical address conflict because they can't deliver to PO Boxes. OK, understandable but WHY DIDN'T ANYONE CALL, EMAIL, WRITE MY MAILING ADDRESS to inquire as to what they should do with my now repaired DVD Player? Well, the customer service reps that can help with that aspect of the problem apparently only work until 5 pm EST and I should call back the next day. (Remember that I provided my physical address in the letter I enclosed with the repair.)

Tried to navigate through the Philips website to see where to address complaints to… not possible. Asked the customer service rep for a physical mailing address to write a letter to and was directed to the website. If the information is on that website, it's hidden to my computer. As of today, 11/29/05, 26 days after the repair was completed, the customer service department can only tell me my unit will be sent back to me "hopefully this week". After this experience, Philips is at the bottom of my list to buy anything from.

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Worst Experience Ever Dealing With a Company Online, Ripoff Artists
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SYOSSET, NEW YORK -- Ordered accessories for my Phillips Air Fryer Nov 14,17. 4 items, backorder, backorders is all I received when calling, Dec.14th. they sent out 1 item, received Dec. 22th. Wrong, didn't fit my air fryer, returned Jan. 3rd & canceled all orders! Disputed charge with credit card com. did a reversal, & so did Phillips Factory Outlet Store.com. Feb.18th. 18 still trying to get my $59.95 back! Madding, never deal with a company like that, must check all reviews, scary. Horrible company Phillips Factory Outlet Store.com. Ph. #1-800-816-0810. Beware of this online company. Beware.

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Extensive Failure During First Season of Use
By -

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.

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Defective HDMI Cable
By -

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.

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Nightmare Return of Defective Item
By -

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.

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Save Your $$$
By -

NEW YORK, NEW YORK -- My Plasma 42" TV broke down only 2 months after we got it (Christmas gift, over $2000). After months of talking and mediating between their (numerous) repair shops and their company - they were arguing with me about who was going to pay for the repair, although it was under warranty and only a few months old - I finally got someone to come and fix the TV.

They finally came, and said they couldn't repair it (audio), but added that since it wasn't a "constant" bother, to just "live with it"! After arguing with the repair shop and the company, Philips finally agreed to refer me to another shop. They also came in, and said it couldn't be repaired, that it was a likely a manufacturer's problem.

In the weeks, I was trying to get this addressed with Philips, something else broke (the image on day just mysteriously started getting blocked out). Now, the TV doesn't even turn on. I called them to date, at least 9 times. Of those 9 times, they put me on hold and then hung up 4 times. I just now got off the phone with a supervisor (after waiting on the phone for 20 minutes, but I guess I should be grateful they didn't hang up on me this time). I'm told that the TV may have to go to a "review board" for repairs.

I'm not even guaranteed that it'll be fixed and/or replaced, let alone get a refund, because they have "protocols" to follow. When I ask about the protocols, he tells me that he can't tell me that. He does however partly inform me that, if this happens past the warranty period, that there's "no way" they're going to extend it.

Unbelievable! I've never had such problems with a product, horrendous customer service - if you can even call it at that. Philips obviously wants to make it very clear that once they get you to spend your money on their defective products, they want you off their hands! On top of that, it's been my experience that although they won't give you the time of day when you ask for service, they go out of their way to patronize their consumers with secret "rules" they apparently make up, as they go along.

I work in the medical center and was intending to consider their medical equipment - but now that I know they sell such defective products, but mostly because I'm so disgusted with their customer service, I'm not only going to abstain from buying their equipment for the center, but will go out of my way to tell all my other colleagues, patients and every one of my friends and family of this experience. It happens that we all have problems with our purchases time to time, but Philips is a disgrace!

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Poor Battery Maintenance and Customer Service
By -

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).

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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 6 ratings and
38 reviews & complaints.
Contact Information:
Philips Electronics North America
1251 Avenue of The America
New York, NY 10020-1104
212-536-0500 (ph)
www.philips.com
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