Philips Electronics North America Complaint - Worst Customer Service - LCD TV
. In Jul of 2005 I purchased a Magnavox LCD TV from Circuit City in CT. I brought the TV home and enjoyed it for about 2 months until a problem developed where the TV would not turn on properly when the power button was pressed. I dealt with the problem for about a month but when it started to get worse and the time to turn on the TV increased. I finally called Phillips customer service who gave me a number for a local repair facility. I brought the TV to Don’s TV in Worcester MA. They told me the repair was going to take about a week or so.
Toward the end of the week I called the facility and was told that the part that was thought to be broken and was replaced did not fix the problem. They said that they were going to order another part. This took another 2 weeks until I called again and was told that they couldn’t fix the TV. The service center gave me a number to call (1-800-255-5122) to tell them that I could not fix the TV. I found when I called, that this number was for dealers only and that it was the repair facilities job to have this conversation with the Phillips customer service center. At Philips they told me that they would go through the evaluation process of the situation and get back to me in 3 to 5 business days. It took 3 weeks and finally I called them and was told that they will ask Don’s TV to try another repair. Again the repair did not work and the process of countless calls started on my part to see if the situation could be resolved. One month later after a second cycle of evaluations Phillips Customer Service rep called me to tell me that Don’s TV will be calling me today as they finally fixed my TV.
Don’s TV called me as mentioned and asked me to come in during my lunch hour to pick up the TV. I went in and found my TV absolutely filthy in grease, with bolts protruding through the front plastic speaker grills. Wrong size bolts were used to put the TV together and the bolts literally broke through the plastic on each of the four corners. I was absolutely shocked, and I asked them to power up the TV so that I could check if the TV was repaired. I turned the TV on a number of times and it was blatantly apparent that TV was in the same broken condition I brought it in. The TV would not turn on properly. And this is already after 5 months!!!
I immediately called the Phillips Consumer Electronics service center and explained the situation. The woman told me that she would look into the situation and return my call. Sure enough the following day I received a call and was told that its no longer Phillip’s problem and I would need to take it up with Don’s TV. The woman, rep, Irene told me that I am lying and that all I want is a new TV. I couldn’t believe ho incredibly rude she was and completely did not accept any responsibility of the warranty repair. At this point my frustration was complete. I tried to see if there was a way to escalate the situation to her superior but Irene refused any cooperation. I felt absolutely helpless and defeated.
Finally I was called by Don’s TV repair and told that the panel is ordered and it will be fixed. I called again after a week then 2 weeks and each time was told that they are still waiting for the panel. Finally I called Philips again and spoke to a woman named Irene who told me she would look into the situation. She put me on hold for 20 minutes and finally she told me that they just ordered the panel today (March 02, 2006). Lied to again... I again told her about the fact that I don’t’ believe it is fixed and she rudely replied to me that I press the button too quickly. I couldn’t believe it, rude and condescending customer service rep again