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.
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.
When this headset arrived from UPS, I tried to open the package. It was impossible (not difficult, impossible). What's more, there were no instructions or labeling indicating how or where to open. So in attempting to open, I accidentally cut the cable. I called Philips customer service. They, in essence, said "tough luck. Nothing we can (will) do." Last time I buy anything from Philips.
I spent the extra money buying LED Christmas lights last year. They worked through the season last year but I got them out yesterday and 2 out of 3 strands of LED's half the lights were out. One strand completely lit the other two strands only half. It is not a burned out light either. I am totally disgusted at the money I spent for one season. My advice, spend the money on the other Christmas lights that light for years and years and skip the LED's.
I bought a Philips DVR player. It was poorly engineered and made. It does not have standard features and after playing no more than 20 DVD's in 6 months, it destroyed a DVD. It is cheap I have to admit, but buying it turned out to be expensive in the long run. Don't buy their equipment, it is not worth it at any price.
My Sonicare toothbrush fills with water in the battery compartment and affects the brushing action. When contacting Customer Service, I was told "Yes, we know there is a problem with your model. NO, we will not do anything about it -- just take the brush head off after every use and clean the unit." (2 times a day???) The instruction manual calls for this cleaning only once a week, and it is not an easy thing to do. I am totally disgusted with this product, and will never buy from Philips again.
CINCINNATI, OHIO -- I have 9 strings of Phillips LED Christmas lights I purchased at a premium price in 2007. Every single one has 1/2 of the lights working. I've spent 2 hours on the net trying to find out how to repair them. Rust inside each light I've pulled out. 100% failure of 9 strings purchased at nearly $20 last year in Cincinnati area.
CINCINNATI, OHIO -- I purchased and used 60 bulb strings of Philips LED Christmas lights during the 2007 Christmas season. I've only been able to get half the strings working this year. Sections of some strings will not light and other strings will not light. The contacts on the bulbs are rusted and in some instances break off when you pull the bulbs. The sockets are full of rust. Love the idea of LED lights, but I'm back to my old lights this year.
TORONTO CANADA -- Two weeks after buying a Philips surge protector model gb8pcsc it caught fire. It burned through both sides. Looks to have gotten as hot as a stove element. Sent pictures to Philips several times with no response from anyone. Would like to send pictures of what's left of this thing but don't see a place to attach them at this site.