Philips Electronics North America Corporation

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. We have reached out to the rebate department and requested that the rebate be processed separately in order to avoid any further delays in processing.  It generally takes about 2 weeks for this to be completed.  We reached out to let the consumer know the new timeframe and to ensure they had our contact information in case further assistance is required. Please advise them to call our Consumer Care Center at ###-###-#### 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 ###-###-#### Email: [email protected]

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. We have been working with Mr. [redacted] to resolve his issues for some time. Currently he is seeking a full refund for his unit. We offered to provide a refund if he could produce his proof of purchase. He said he was unable to do so, so we offered to send one of only a very few remaining units that still carried the old RQ12 head. He refused this option as well. We have offered a 25% off coupon for our online store, which he also refused. He emailed to let us know that he was able to find his receipt through [redacted], but we have not yet received a copy.The offer for the replacement with the old RQ12 head will stay on the table for the time being should he change his mind, though availability is limited and cannot be guaranteed after today. We are also happy to process the refund if he’s able to provide a verifiable proof of purchase. We’ll consider the case closed, unless he communicates a desire to pursue the replacement or provides a proof of purchase. Again, it is regrettable that we weren’t able to resolve satisfactorily, though I appreciate you taking the time to bring this situation to our attention.Please advise Mr. [redacted] to call our Consumer Care Center at [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 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,[redacted]Presidential LiaisonPhilips North America Toll free number [redacted]Email: [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 speaking to Mr. [redacted] we were able to verify his purchase, but due to...

him being out of the country we were unable to get a residential address to ship his replacement to. Mr. [redacted] had stated that he would be back within the country in the future, so we offered to help him replace it once he was closer to home in order to receive the product. When we had asked for a residential address instead of a company or hotel we stopped hearing back from Mr. [redacted]. We did send another email however notifying him that we will be happy to help once we have that information.We apologize for any inconvenience that this situation may have caused, and thank you for your time and assistance with this matter.

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. We saw that the consumer’s rebate was reprocessed on 11/30, so sent an inquiry to the responsible department for a status update. Due to the holidays, the response was delayed. However, after speaking with the consumer to inform them of the situation, we did hear back that the check will be sent by the end of the week. We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter. Sincerely, Philips Presidential Liaison Philips North America

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 speaking to him we were able to find a way that he could have a...

money back guarantee processed for him in order to refund his purchase. We need a product to be returned in order to process a refund, so once  he is able to exchange the store credit back for the product we will be able to move forward with the refund process. We are currently just waiting until he has the chance to go to the store, and then will continue to help him with this process. We apologize for any inconvenience that this situation may have caused, and thank you for your time and assistance with this matter.

I had a previous complaint filed with this company Complaint ID: [redacted] I was told by Philips after going back and forth that they would finally refund me for my senor touch razor I purchased. I was told by the Revdex.com that since the company decided to refund me my complaint would be closed. I was told by Philips there fund would take 4 to 6 weeks which is a Ridiculous time frame but ok I’ll wait. I was told by [redacted] presidential liaison for Philips that the refund was processed on the 9th of November. I was also told on 12/2 per her e-mail to me that she would monitor every step of the process to ensure the check is received. I was told by the Revdex.com after I called them that if I do not get the refund within that time frame, they would reopen my case or complaint. I reached out to [redacted] again on 12/4 to find out the status of my refund. The Liaison for Philips [redacted] did not know or could not provide me that information, the same person that told me should would monitor every step of the refund process her own words. The ball was dropped on the Philips side and [redacted] responded in another e-mail which I can send to the Revdex.com per their request that the refund had been sitting for a month and she does not know why it has not been mailed out. I would say to her Unacceptable!!!! The 6 week time frame will be up on the 23rd of this month. I think I have been very patient with this company and the fact that [redacted] lied to me regarding the process and how she would monitor the refund to ensure I get it in time. The company is not on another planet so I find hard to believe it would take 6 weeks to get the consumer a check. The company might try to blame the mail now but we know it's a company who can and will be dishonest with their own consumers. I should not at this point have to wait any longer to get my refund I demand it at this point. I hope consumers see this post and understand if you cannot trust a company to do what they say, then why would you buy their products? Integrity is everything. I would like the company to overnight the check or deposit it in my checking account. I would hope at this point that the Revdex.com understand I did my part. I sent them their product back over a month ago and now the company needs to fullfill there end and give me my check. No more excuses Philips!! I would like the complaint to stay open until I have the refund in my hands.

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. 
seriously there now claiming that they don't know what the issue is as there excuse?really odd how she [redacted] and [redacted] ( other who contacted me in regards to this matter) both knew as well as on the calls Its stated what it is and they knew as well on the online chat, hmmmmselective memory next they will claim I never brush my teeth I suspect notice how they have failed to address the actions/ attitude of staff and there refusal to help at all, there hang ups etc...nor has she mentioned the replacement by [redacted] on jan 15. 2016 who stated I will receive a replament in 7 to days days ( seems jan. 16 they have for date for some reason), but escalations ( this person who responded here) have stopped it as several people told me that " its in escaltions" and that no replacement has been processes.so for there convience they have stopped the repleacement promised/ stated by [redacted].[redacted]: You should receive your replacement within 7-10 business days. Also, here's our chat session ID [redacted] for your reference. under my name is email address and date for chat transcript not sure why it went thereso lets review here shall we, many calls and chats got nowhere, make a complaint here on Revdex.com and more claims and excuses and denialsnot sure how they define lie but would say many would use that as to the claims made
Regards,
[redacted]
 
 [email protected]

Add to contacts
1/15/16

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. We have reached out to the rebate department, and requested that the rebate be processed separately in order to avoid further delays in processing. It generally takes about 2 weeks for this to be completed, so we reached out to let the consumer know the new timeframe, and ensure they had our contact information in case they need any further assistance. Please advise them to call our Consumer Care Center at [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 LiaisonPhilips North America Toll free number [redacted]Email: [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. We have thrown away the television after we were repeatedly told that they would not be able to do anything for us.  We were hoping to use the refund money to put towards a new television.
Regards,
[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.After receiving the complaint from the Revdex.com, we verified that the rebate had been processed, and called the consumer. We were able to confirm with the consumer that he had received his $30 rebate.If he has any questions, we would be more than happy to assist him. Please have him call us at ###-###-#### and provide the reference number above for any further assistance.We apologize for any inconvenience that this situation may have caused and thank you for your time and assistance with this matter.Best Regards,Consumer Care SpecialistPhilips Consumer Lifestyle

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 so sorry to hear that the customer has experienced this issue with their surge protector. To process a surge claim on the customer’s behalf, we will need the customer to fill out a short surge claim questionnaire regarding the event. We will need to collect some basic information about when and how the surge occurred and what devices were damaged in the process. If the customer has them available, we will also need to see the receipts for the surge protector and for any devices that were damaged by the power surge. We will also need pictures of the surge protector and the damaged devices. The customer can send their receipts and pictures of the devices to cu[redacted].  We will need this information on file to be able to move the customer’s case forward. Once we have the information we need, we will be able to work toward providing the customer with fair restitution. If the customer has any questions or concerns, they can contact us directly at [redacted], referring to case number [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. 
[If you are rejecting the business's response please enter your rejection comments here.]odd response given that they do nothing but repeat themselves and make excuses and give non answers,on jan. 15th [redacted] stated that a replacement brush would be received by me in 7 to 10 days , find out earlier today that no replacement was sent according to [redacted] I think her name was.so they make claims/promises than ignore them.nothing is ever there fault.in regards to the 2 week excuse given odd how prior brushes I have had ( same product) lasted more than a week and sure manhy others can say that as well.seems they think they can give non answers and false claims that settles things and do nothing , I do not find that acceptable at all.nor do I find there treatment and conduct acceptable, hours and days wasted get no help at all, a lot of disconnects and hang ups ( depste there claim they don't).I fail to see why they refuse to keep there word and or honor there warranty as they should.
Regards,
[redacted]

Complaint Case #: [redacted] Consumer: [redacted] Internal case number: [redacted]Thank you for your continued assistance with this case. After our initial response, [redacted] was able to obtain his purchase receipt, and send a copy to us. We then sent a return shipping label for him to use to return his product, though it would normally be the responsibility of the consumer to cover shipping. We understand this has been a frustrating experience, and were glad to be able to work with him to resolve it. We informed [redacted] that once we see the shipment in transit, we will submit the refund request. Again, normally we would have to wait until we received the product back, but we do want to speed up the process in whatever way possible. At this point, the label has not yet been printed. We have tracking #[redacted], and will be notified once it becomes active- queuing us to process his refund. Regrettably, there is no way to speed up the turnaround time on the check, which can take 4-6 weeks to arrive. However, we will remain available as always to assist, and will continue to stay in touch until we can confirm he has received his refund. At this point, we will consider the case closed as the resolution that [redacted] requested (a refund) has been reached. We apologize for any inconvenience that this situation may have cause and thank you for your time and assistance in resolving this concern.Sincerely,[redacted]Presidential LiaisonPhilips 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]

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, we reached out to the rebate department and requested the rebate be processed as an emergency exception. We were able to confirm that this had been processed, and should be mailed shortly. The consumer can expect to receive her rebate within a couple of weeks. Please advise them to call our Consumer Care Center at ###-###-#### 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 ###-###-#### Email: [email protected]

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 have reviewed the customer's case and we apologize for any inconveniences this process has caused. The chat agent should have looked more closely into the customer's problem rather than focusing on the fact that the remote control had broken. As the customer's player is malfunctioning and they are in warranty, we would like to offer them a replacement of their unit. Our replacement process is very quick and we would like to offer the customer a brand new, A-Good model player. If the customer would prefer, we can offer them a full refund of the product, provided they can send us a copy of their proof of purchase. If the customer would like the refund, they would need to send a copy of their receipt to [redacted], referring to case number [redacted]. If the customer would like to accept the new replacement unit, we would need to speak with them directly to begin the replacement process. The customer can reach us at [redacted], again referring to their case number. Our call center agents will be happy to assist the customer further.

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. After receiving the complaint, we reached out to the account executive in the rebates department who was able to confirm that the consumer had in fact properly submitted two $65 rebates. She also confirmed that only one was processed. So, we got the second rebate escalated, and communicated to the consumer that they could expect a check in the mail by the end of next week. We will continue to monitor the situation and remain available to assist the consumer in any way possible. If the consumer has any questions, we would be more than happy to speak with 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 your continued assistance in helping this consumer. We do apologize that Mrs. [redacted] has had difficulty obtaining her rebate. After reviewing the complaint, we have reached out to our rebate...

department to ensure the consumer’s rebate gets processed and mailed out as soon as possible. We offered the consumer a 25% off coupon code for our Online Store due to the inconvenience, while still working to get her rebate processed. She declined this additional solution when we spoke on the phone. We informed the consumer we will continue to monitor the progress to ensure that she receives her rebate. Please advise them to contact us at the number or email listed below anytime M-F between 9-6 EST if they need further assistance. We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.   Sincerely, [redacted] Consumer Care, Philips North America   Toll free number 1-[redacted] Email: [redacted]@philips.com

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. After receiving this complaint, it was understood that this was the second time the same issue had occurred on the same product. As such, we follow a different process in order to ensure we are able to get the product back to our quality department for testing. A return label was sent to the consumer on 3/2, but it seems it got lost in the mix, and the consumer wasn’t aware of our communication. So, we called him and let him know we would be sending a new return label, and placing an order for the replacement. After verifying the consumer's email, the new return label was sent today with tracking # [redacted]. We also placed an order for the replacement to be sent pending return of the consumer’s product. Please advise them to call our Consumer Care Center at [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 LiaisonPhilips North America Toll free number [redacted]