Philips Electronics North America Complaint - The WORST customer service EVER
Philips Electronics: Why NOT to purchase:
Well hello all of you tech savvy individuals out to purchase the latest innovations from companies such as RCA, Philips, Olevia…etc. I just thought I’d make the purchasing research that much easier by providing some information regarding my personal experience with the Philips Magnavox Corporation.
I’d purchased a 42” Philips Plasma television in late February 2008 and was absolutely ecstatic about it! I brought it home, plugged it in and was ready to watch some High Definition basketball. Little to my surprise I found blue splotches up in the left corner that would appear and reappear throughout this experience. Well, at this point, I should’ve just returned it and been done with it but I really like it and it was a great deal so I thought I’d give customer service a call. They assured me it would be no problem to get that fixed under warranty and they gave us the information we needed to set up an appointment to have it picked up. So we called and it was picked up by the local service center. So far, this sounds like an average TV buying experience; it gets better so just hold on.
Well the TV repair shop decided it was in need of a part, that so happened to be on back order. We were unhappy with this response but these things happen so we waited and waited and waited some more. Finally it was D-day, we called and were assured the part was on its way. They said it might take up to 10 business days to ship so we were patient and we continued to wait. Finally after about 13 business days I decided to call Philips. To my surprise, the part was never shipped and had actually not even come off of back order yet. At this point, I’m beginning to become a bit angry. So, since Philips just has the highest respect on how their customer service is handled they actually assign you a customer care associate and I was told mine would be calling me in 2-3 business days and we’d get it all taken care of.
So, again, I waited. It had been 3 days, no call. I decided to call them back again and apparently I still had not been assigned a customer care associate. They apologized for my inconvenience and then assured me that my case had been escalated and that a customer care associate would be calling me the very next day. Well, this process went on for about 10 days. The best part about this is that everybody I had talked to in the Customer Service department (not to be confused with the Customer Care department) had told me I had to wait for my Customer Care associate to call me back. Finally, somebody informed me that the customer care department was just too busy to assign me to someone and that I would hear from them just as soon as this was possible. Still no call yet I had finally persuaded someone to give me more information without my customer care associate. They told me that my part was still on backorder for 5 more days! Well, I had no customer care associate and no part. I am NOT happy. This is where the story continues to get MUCH better...
Finally, it was the day! The part was off of backorder and it had been shipped! So, the repair shop received the part and indeed assured me I’d have my TV back in a matter of 2 days, I was very happy to hear this considering all the bad news I’d heard before. It was almost like Christmas morning when I went to pick it up! We brought it home, hooked up our new surround sound to it and rented an action flick. We began to watch and then noticed yet again our little blue splotch was STILL ON THE TV! It had not been fixed. Well, I’m unhappy, angry and completely dissatisfied with my experience. I had pledged to NEVER buy another Philips again. I figured that I would call, talk to my customer care representative (that was finally assigned 2 days after my part had shipped) and that they would apologize and reassure me they would just send me a new one and make everything right. This was a very WRONG assumption!
Well first of all, my customer care person was actually sick and had lost her voice so she could not help me. I asked if there was someone else who could help me considering the circumstances and finally someone told me my next steps. I would first, have to contact a different repair shop and then I would have to make a new appointment to get the TV fixed. This new repair shop is 22 miles away from where I live. I had explained to the man on the phone that it would take me a minimum of 40 minutes to drive there and he said well that’s the closest one besides the repair shop I had already used. So I continued to talk to him and let him know the process I’d already been through and I asked why I should have to wait longer for my TV to be fixed when it wasn’t my fault that the repair shop they contracted didn’t do their job.
All I got was well it’s the warranty, we have to try and fix it first and then if it’s not fixed after 90 BUSINESS DAYS, yes that’s right 90 business days, that then they would possibly offer me a new TV to replace my broken one. So, I have decided to return the TV and to NEVER, EVER let myself or anybody I know purchase a Philips EVER, EVER again!