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Philips - Bad Customer Service

CD player/Iphone Docking Station Model#DCM278/37
Review by girgashjean on 2013-01-28
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
OHIO -- 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!!!!!!
Comments:
Posted by localgod on 2013-01-29:
girgashjean, call 1-866-309-0866 if in the US. Ask for warranty repair/replacement, indicate it was a gift, they will "hem and haw" and try to weasel out of a warranty repair if you did not register the product. Ask for replacement. Stick to your guns, ask for an escalation, but do NOT, repeat NOT, threaten lawsuit (they will cease communication and ask you to contact their legal team). Report your experience here to inform consumers of both your results to sway future buying habits. Many thanks - lg
Posted by JR in Orlando on 2013-01-29:
Never, Never, ever, send anything back to any company without sending it certified WITH RETURN RECEIPT requested. That way you know they have received it. Include in the return a letter setting forth all you had been told concerning the return, keeping a copy for yourself. That way you have some proof they received it and the agreement that was made on the telephone.

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Philips Electronics North America:
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