Horrible service and $800 TV lasting 6 months
MIAMI, FLORIDA -- Mr. Reinier Jens, President
Philips Corporate Headquarters
1251 Avenue of the Americas
New York, NY 10020
I am writing with a complaint about a product from your company. I purchased a Magnavox 26MD255V/17 Serial # LL000533012674. on November 25, 2005.
I purchased this TV on the midnight after Thanksgiving sale at Samâs Club in Miami. We started using it in January, since it was a Christmas present to my husband and we were on vacation through the Holidays. We then had to purchase the bracket to hand it up. I would estimate that we actually had the TV up and working in our bedroom by the end of January.
About 5-6 weeks ago, we started having problems with the TV. It becomes unwatchable, the picture goes out and it scrolls through a TV/AV Mode select menu of options like TV, DVD, AV1, AV2, etc. It scrolls through those continuously. Even if you select TV it keeps on scrolling. It happens at any time, in the middle of what you are watching.
I called the service number, a place in the Philippines somewhere. The people were not helpful at all. The first thing they said after I gave them the serial number (I had to get my husband to take the t.v. off the wall mount, - no easy task since it was close to the cealing!) was that it was a refurbished TV. I knew this was not true. After asking for a supervisor, I was told the other agent had made a mistake but that the T.V. was out of warranty because it was only good for 90 days!!! I have owned and still own many televisions. I currently have one that we bought for our wedding over 20 years ago and we have never had any problems. At least 9 other televisions in our house an office are in the range of 8-15 years old. No problems with those either. This T.V. had been in use less than 6 months when we started having problems. I would expect much better for $800.00 which is much more than I have paid for any of the other televisions that we have except the Philips 42 inch plasma!!!. I am now worried about the Phillips 42 inch plasma in my family room, which is just over a year old, I guess I should be waiting for it to explode sometime soon.
After speaking with the supervisor, I was told that I would get a call from the Entitlement department to give me options on how to solve the problem. We waited close to 4 weeks and no calls. I called again, now after a couple of people one of which told me that I had to send the copy of the receipt before they could talk to me, I spoke to a supervisor and was promised a call in a couple of days. That did not happen.
I asked for an address and telephone in the United States to speak with someone in the corporate offices. I was lied to, they told me the only telephone # and address that they had were the same ones listed in my manual. Since I am an educated person, I brought it to their attention that then obviously this whole thing was a scam since they had no way of contacting anyone in the corporate offices and escalating the problem to find resolution. He laughed and said that I was right they did have a number but could not give it to me.
Your company is actually despicable. Your website does not have a telephone number for complaints or for corporate offices. I knew that if I persisted, somewhere on the web or through the telephone directory I could find it. I certainly did. It is sad that a company thinks so little of its customers that it is willing to alienate them in such a way.
I finally called the corporate offices of Wal-Mart who clearly has a customer service number answered by an American human being listed on its website. I explained to her how the Samâs club had stated that they could not exchange it because they have a 90 day policy, I also explained my nightmare dealing with Philips-Magnavox. She called the club which took back the TV and I exchanged it for one from Panasonic.
I asked her to please tell her bosses about the experience and how they should not be dealing with Philip because the Wal-Mart corporation was then selling a product that could not be serviced, warrantied, and did not even last a year. I am supposed to be receiving a call from their regional manager on July 5th. I will be explaining my experience and how they should think of dealing with other brands instead of your.
I returned the TV and left Samâs club thinking very highly of them and the Wal-Mart Corporation which is much more than what I can say for yours.
I hope at some point that you have the common sense to provider real service and create loyalty from your customers.
We are currently remodeling our waiting room and are thinking of getting and LCD TV. I will look for anything but Philips-Magnavox. I can tell you that at this point, I am making sure that every patient that comes through my office hears of the nightmare created by Philips-Magnavox and that they should avoid buying any of your products since they could very well be throwing out their money. As a matter of fact, I am thinking of even making a sign to place in the waiting room. âAsk us about Philips-Magnavoxâ
An unhappy customer