Phillips Consumer Electronics Complaint - Nightmare Return of defective item
WALL, NEW JERSEY -- I purchased a small Phillips stereo at Costco for my son two Christmases ago for approx $120. The CD's would no longer eject and the unit would not play after approx. three months of use. The item was guaranteed for one year and I asked my son to contact Phillips to get repair/return details. He procrastinated for several months, so I finally called Phillips in October. They instructed me to bring the item to their repair center to remove the stuck CD's before returning it. I was informed that I would be reimbursed for fees paid to the repair center if I submitted a copy of the receipt. I did so & sent the item back to Phillips along with the receipt from the repair center. I received the "repaired" item back approx within a one month and discovered that it had not been repaired and still had the same problem.
In addition, they failed to reimburse me for the repair center charges. I was extremely annoyed & called Phillips. The response I received was that the rep who told me that I would be reimbursed for the repair center charges to remove the CD's was not authorized to do so & they would not honor that promise. In addition, since one year had passed, they would not accept the unit back for return. I was shocked & pointed out that their repair center had failed to fix it the first time. The response was that didn't matter.
I couldn't believe that would really be the policy of a major manufacture like Phillips & asked to speak to a manager. The manager, in addition to being rude, confirmed that even though their repair center failed to fix the original problem, they would not accept it back for repair since the one-year warranty had expired. I still can't believe that Phillips would treat customers so poorly & will never purchase another Phillips product again.
I suggest that you don't either