Philips Electronics North America Complaint - Repair Depot - customer service
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 addy (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 apparantly 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.