Philips Electronics North America Corporation

I Forgot to respond with a message I would like my case to be reopened. The company had me send my product back and they will get that within a few days. The company wants me to wait 4 to 6 weeks to get my money. I find that ridiculous!! The company has my product and no one should have to wait over a month or more to get a refund. The company knew I was not going to close my case until I received my money. I think with all the problems I had with this company, I don’t trust the money will be here.  I may be waiting even longer if something on their end goes wrong with sending the check. I feel this issue could have been resolved a long time ago when I had asked for a refund. I don’t want other customer going through what I had to go through. I will close my case once I receive the check from the company.

. Complaint Case #: [redacted] Consumer: [redacted] Internal case number: [redacted] Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our...

consumer contact database. In researching further, we have determined that Mr. [redacted]’s toothbrush is in warranty and needs to be replaced.  We have been unable to make contact with Mr. [redacted] by phone as of yet, but have advised him via email that we will process a replacement for him as soon as we are able to confirm his model.Please advise him to call our Consumer Care Center at ###-###-#### if he has any questions, and provide the internal case number referenced above. Or, if he needs direct assistance regarding this matter, he is welcome to contact me at the number or email listed below anytime M-F between 9-6 EST.We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.Sincerely,Presidential LiaisonPhilips North America  T[redacted]

Complaint Case #: [redacted] Consumer: [redacted] Internal case number: [redacted] Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact...

database. As soon as we learned that the consumer had not received the rebate, we escalated the case and re-processed the second check.  We were able to confirm that the check has now been sent via [redacted] 2-day with tracking #[redacted] and is set to be delivered on Wednesday, 8/18.  We’ve been in communication with the consumer, and will remain available if they need any further assistance. Please advise them to call our Consumer Care Center at 1-888-[redacted] if they have any questions, and provide the internal case number referenced above. Or, if they need direct assistance regarding this matter, they are welcome to contact us at the number or email listed below anytime M-F between 9-6 EST. We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter. Sincerely,   Presidential Liaison Philips North America   Toll free number 1-866-[redacted] Email: [redacted]@philips.com

Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database. Upon receipt, we were able to explain the warranty information and...

reasoning to the consumer, and to provide a replacement shaver head for the one that was not working up to expectations. The replacement head has been ordered and is in transit at the time of writing. We also provided our contact information in case there's anything else we can help with. We apologize for any inconvenience that this situation may have caused, and thank you for your time and assistance with this matter.

Thank you for contacting Philips. We appreciate that you have brought this situation to our attention and are providing us with the opportunity to assist the customer further. In order to move this case forward, we have reviewed both the forwarded complaint and the information stored in our Customer...

Contact Database. We wish to help the customer to the best of our abilities by providing maximum assistance and an acceptable resolution.We are sorry to hear that the customer had such trouble with their unit. We unfortunately could not find any documentation in our system that shows the customer had contacted our call centers. We apologize for this matter, as we can not see who the customer spoke with. As per our warranty policy, the warranty would not be voided by using different brands of accessory cords or cables. The agent the customer spoke with was mistaken in saying that the customer had voided their warranty. If the customer’s soundbar was out of sync with their television, we would advise the customer to make sure the software on their television was up to date. We would also advise the customer to try different media, to see if the sound was out of sync on all sources. We will need to know the model of the customer’s television to assist them further, so we will have an agent contact them shortly.If the customer would like, they can contact us directly at [redacted], referring to case number [redacted].

Complaint Case #: [redacted] Consumer: [redacted] Internal case number: [redacted] Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer...

contact database. In researching further, we have determined that Mr. [redacted] was sent the incorrect charging cord for his product.  We have sent the consumer a full box replacement which was delivered 10/21/17.Please advise him to call our Consumer Care Center at 1-[redacted] if he has any questions, and provide the internal case number referenced above. Or, if he needs direct assistance regarding this matter, he is welcome to contact me at the number or email listed below anytime M-F between 9-6 EST.We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.Sincerely,Presidential LiaisonPhilips North America  Toll free number [redacted]
[redacted]

Complaint Case #: [redacted]Consumer: [redacted]Internal case number: [redacted]Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact...

database. Upon receipt of the complaint, we contacted the consumer to resolve the situation. After speaking with thm, we understood that the required documentation for resubmission of the rebate was unavailable. We discussed some alternative solutions, and it was agreed that we would buy back the consumer’s product for a full refund. We explained the process: that we would send a return label that the consumer could use to send back the product, and once we received the return, we would process the refund check. We explained that it takes 4-6 weeks to process the check once we receive the product back. The consumer requested that we send the return label via white mail verses email, and we informed him that this would add to the time that it would take for him to receive his refund check. That was acceptable to the consumer, so we printed the label and sent the next day. We documented the tracking number, and will monitor the status of the return. Once received, we’ll submit the check request, staying in communication with the consumer about the progress. We’ll continue to stay available should the consumer need any more assistance in reaching the final resolution. If the consumer has any questions, we would be more than happy to assist them. Please have them call us at ###-###-#### and provide the reference number above for any further assistance.  We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.Best Regards,Consumer Care SpecialistPhilips Consumer Lifestyle

Complaint Case #: [redacted] Consumer: [redacted] Internal case number: [redacted]   Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our...

consumer contact database.   In researching further, we have determined the best resolution would be to offer to buy back the consumer’s product.  We have provided the consumer with a pre-paid return label to return the product to us.  Once we have received the product, we will refund the consumer for the full value of the product.    Please advise him to call our Consumer Care Center at 1-[redacted] if he has any questions, and provide the internal case number referenced above. Or, if he needs direct assistance regarding this matter, he is welcome to contact me at the number or email listed below anytime M-F between 9-6 EST.   We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter. Sincerely, Presidential Liaison Philips North America   Toll free number 1-[redacted] Email: [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I.  I would like to set the record straight.[redacted] left me a voicemail the 18:01, noting she was on her way out and that her hours were until 18:00.She said, precisely and exactly, "I'll try you again in the morning."  She did not.  And she makes no apologies for it here. I did call her the next day, although I certainly should not have had to.  It would have been nice if the presidential liaison would have made an effort to put an end to the misinformation, lies and broken promises that her organization has dealt me and I have documented.II.  I would like to offer my feelings on the presidential liaison's response.Her response herein is quite demonstrative of her response when we conversed by phone, although she does finally deliver some rather stark statements of apology.  Everything is explained away without blame being fully accepted.The presidential liaison states, "At every point my focus was in finding a mutually agreeable solution."  I do not know why [redacted] thought we were at the negotiation table or were trying to enter into a contract.  I was looking for a remedy and I thought Philips would have been interested in offering one.Let me offer a summary of where I was at when [redacted] entered into the situation:(i) I have been trying to solve this problem since February.(ii) I have spent hours on phones and in chats.(iii) I have been lied to on at least on occasion (which the supervisor had confirmed) and was, at best, given mistaken information and misled on several occasions.(iv) Assurances, such as calls back (exclusive of [redacted]'s own failure to follow through), were broken.(v) Philips had demonstrated their incapacity to honor their warranty: I was stuck with a cheaper, improper replacement.  Any action beyond that would require a call back.  When call backs were not made, all I was able to do was request another and continue through that cycle.Now, I think that deserves a remedy.  Philips' system is markedly flawed and I was treated in a reprehensible manner on many fronts because of it.  The sad thing is that I was very happy with the product, when it performed, so I was also hoping that Philips would restore my faith in their company in order to retain me as a customer.At the very, very least, [redacted]'s aim should have been to get me the replacement as quickly as possible.  I think it was disgraceful that I had to fight for that.  I could care less what the standard protocol is: I was treated extraordinarily wrong, so this should have been rectify in an extraordinary manner.  And it would be one thing if [redacted] bored me with all of the rules they allegedly had for the sake of showing me she was attending to the matter in an extraordinary manner.  It was quite another sort of thing that I had to hear about them because she was arguing with me over how long I would have to wait to get the unit I should have received in February!III.  I would like to explain why I am dissatisfied and feel that this matter remains unresolved.If there was empathy on [redacted]'s part, as she claimed, then she would have not made me suffer though another miserable customer service experience.  She would have attended to some of my needs.  Where the actions of one party was to the detriment of the other, I would not seek a "mutually agreeable solution." I would have sought justice for the aggrieved to restore him to the position he would be in but for the damaging actions of the other.IV.  I have an update that I need the business to respond to.Having reviewed the transcripts, the retailer's customer service department offered me a refund.  If Philips does not find its actions unconscionable and does not wish to retain me as a customer, then I think that may be my best option.Please advise.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns...

in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Im am happy to know that Philips stands behind their products and will continue to be a loyal customer of Philips
Regards,
[redacted]

Complaint Case #: [redacted] Consumer: [redacted] Internal case number: [redacted]Thank you for your continued support in resolving the consumer’s issue. The rebuttal perfectly illustrated the reasons why we required a purchase receipt in this scenario. It is true that the manufacturing information could be significantly different than the purchasing date. If that information is the only date we have to go by for warranty entitlement, it could put the consumer in a position wherein they appear to be out of warranty even though they purchased the item within the 2 year timeframe. So, if we have a purchase receipt, we’re able to establish a true beginning date for the 2 year warranty. Without a purchase receipt, we have to use the manufacturing information. We were unable to provide the consumer with any direct contact information before they hung up, but have provided a phone number below again. We hope the consumer can understand that this is the format we’re required to use when responding to complaints through the Revdex.com, omitting any personal or specific information as the posts are public. We’re still happy to assist the consumer in obtaining a receipt in order to establish their warranty eligibility. If the consumer would like to speak with us, please have them call 1-[redacted] and provide the reference number above for any further assistance.  Again, thank you for your time and assistance with this matter. Best Regards,Consumer Care Specialist #2Philips Consumer Lifestyle

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I told [redacted] I would go to [redacted] and pick up the proof of purchase. I scanned it to her today via e-mail. I told the company once I receive my refund, I will close the case. I'm waiting for a response from the company regarding the proof of purchase. The company took to long in resolving this issue. I told the company what I wanted from the start and [redacted] asked me to wait 21 days to see if the new head work. I was reluctant in doing so  and she knew I was.  The e-mail conversation with [redacted] goes all the way back to 8/25 when I told her I did not want the new razor head. The company knew how unhappy I was with their product. The company should understand their consumer's needs and when we are unsatisfied about a product, find the shortest route in resolving the issue. I will close the case once I receive my refund.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Phillips rep was rude on the phone and only gave me a run-around and EXCUSES explaining how they list and display the item in their ad.   IT SHOWS THE TOP OF THE SHAVER AND IS (!) ITEM......not (3) blades that I was sent.   I tried to tell her I cannot get to [redacted] to ship I am old and have no transportation.......weeks went by and they finally sent me a label.  I have to use a pay phone to call [redacted] they won't call themAgain the item shipped was NOT the item in the ad......Have the rude rep the one that responded is the same explain that.   Bait-and-switch Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the anonymous "Consumer Care Specialist" at Philips Electronics North America Corporation and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] by any stretch of the imagination.First, "Consumer Care Specialist" is an unprofessional way to sign an official letter regarding a Business Bureau Complaint.  That would be like me signing my initial complaint, "Person" rather than my name.  I will refer to the above-mentioned Consumer Care Specialist as "Consumer Care Specialist # 2."  All Consumer Care Specialist #2 did was spew the exact failed response as Consumer Care Specialist #1, except she did not completely waste as much of my time as the first "Specialist."Consumer Care Specialist #2 made zero attempt or good faith effort to remedy my problem.  She said that the manufacturing numbers I provided to Consumer Care Specialist #1 showed that the item was out of the two-year warranty.  The bizarre thing about this logic is that in order for Philips to determine by the numbers I provided that my specific product is out of warranty, I would have had to purchase it on the very day it was manufactured, which is impossible.  There are many scenarios which would make the numbers a bad indicator of when I actually purchased the unit.  For instance, ff Philips sells units to [redacted], and [redacted] stored the units and later put them on its shelves months or even a year later due to over purchasing, there is a indeterminate period of time which would be unaccounted for. I cannot wait to share this experience with three family members and four friends who are all dentists.  I am sure that they would never feel comfortable recommending a product like this out to any patient.  And, although I will not provide a name, one of the above-mentioned seven dentist writes articles in several nationally-recognized magazines and is considered an expert in the field.  I can only hope that my experience will be shared with the professional community. In closing, I reject your failed response.  And again, I appreciate your wasting my extremely valuable time.Best regards,Person

Thank you for your continued support in resolving this issue. While we understand that this is not the ideal resolution the consumer was seeking, there is unfortunately nothing further we can do to reimburse the return shipping cost. Anytime a consumer wishes to return a product because they are not satisfied, we are happy to honor our money back guarantee of refund for the purchase price. Again, we apologize for any inconvenience this has caused.  Best Regards,Presidential Liaison, Philips North America

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Thank you for your continued support in resolving this matter.We're sorry to hear that the replacement shaver we sent was not satisfactory to the consumer. According to the information he provided, the shaver is out of warranty. He was unable to provide a proof of purchase, so we normally would only offer the discount for our online store. In an attempt to go above and beyond, we sent a full replacement shaver. Unfortunately, the consumer isn't happy with that either. Still, he has been given a 15% discount code to purchase a new shaver, and sent a full replacement. Because he is out of warranty, and unable to verify warranty entitlement, there is nothing further we can do. As such, we are closing the case as resolved. We do regret that the consumer is not satisfied with our attempts to resolve this issue, and hope he will be able to use the 15% discount toward the purchase of a new shaver that better fits his needs.

Thank you for bringing this to our attention. We do apologize for the delay. It seems once the product was returned, the alert was never given to the team to process the check request. So, we alerted the responsible team and submitted a check request. The standard time frame to receive a check...

is 4-6 weeks, though we often see them arrive sooner. Check requests go in on Monday, so this was sent yesterday. We did see the email from the consumer, and they are welcome to also email us at [redacted] if they need further assistance. We are in the office M-F, between 9-6 EST.