Philips Electronics North America Corporation

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. They did not verify anything with me, I did not revive the head of the toothbrush as promised and did not receive the charger that goes with the glass cup. They wouldn't even respond to my countless emails!
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]. I need compensation for delay as well. How can they send defective product to customer and not refund on time. I need compensation for delayed refund.
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. We were unable to find where the check had been submitted, so processed the request directly. We then communicated to the consumer that they could expect the check to arrive in 2-4 weeks, and that we would remain in touch until we could confirm receipt.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]

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 reviewing Mr. [redacted]’s complaint, we contacted him to discuss his concern.  We have offered to replace the product for Mr. [redacted] and he is pleased with our response.  We have processed a replacement for him which he will receive by Thursday.  We will be monitoring the delivery of his replacement to ensure it is received. 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]

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].  
  I purchase a Sonicare toothbrush and in less than a year, the brush stopped working. I tried to get it resolved and finally had to contact the Revdex.com for them to replace the toothbrush. I've had the replacement toothbrush for approximately 6 months and not it has stopped working. Replacement of 2nd defective toothbrush
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 of the complaint, we contacted the Account Executive in the rebates department and asked for a status on the resubmitted rebate from April 1. She informed us that it was not processed, though it showed in the system. So, we asked her to reprocess and escalate to get it done quickly. We also asked that she send the check, when ready, via [redacted] 2-day air so that it can be tracked to ensure it gets to the consumer. We’ll be monitoring the progress internally until we can confirm that they got their check, as well as sending updates to the consumer as they become available. We did reach out to the consumer via email to give an update and supply our contact information should they need anything. If the consumer has any questions regarding this case, 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 Specialist Philips 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. We were able to connect with the consumer, and send a replacement handle. We also advised that this model was not recalled, but discontinued. Please be aware that Norelco offers a 2 year warranty from time of purchase on all products. We also offer a 45 day money back guarantee. By keeping your receipt, and registering your product, you will not only extend that warranty by 6 months, but will also have the required documentation to verify warranty entitlement. Please advise the consumer to call our Consumer Care Center at 1-888-744-5477 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 1-866-874-6032 Email: [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 reached out to the account executive in the rebates department, who escalated the consumer’s case in order to get her $5 rebate processed and sent out with the next batch. We then contacted the consumer, and left a voicemail informing her of the progress. We also gave her our direct number to call if she has any more questions.  We’ll continue to monitor the situation and remain available to assist in any way possible. If she needs to speak with us, please have her call us at ###-###-#### and provide the reference number above.  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 #: (From Email/Portal) Consumer: First Last Internal case number: (SR #)   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. Mr. [redacted] contacted us and requested his order be cancelled after his discount was not applied. We attempted to refund the coupon amount but this was not satisfactory. We tried to explain that the order has now shipped out and that we would create a return label for him to send the product back to us, once the product was received, he would receive the full refund for the item. We have not received the item back to our warehouse for the refund to be processed at this point. We can offer a full refund for the product if it can be returned. 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 Liaison Philips North America   Toll free number [redacted] Email: [email protected]

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 of the complaint, I reached out to the Account Executive in the rebates department, and emailed the consumer to let her know that I would be working to help her resolve the matter. The Account Executive confirmed that the consumer’s rebate check had been mailed on 3/31/15, and that it had not yet been cashed. She then agreed to reprocess and mail another check next week. At this point, I called the consumer who informed me that she had received the check the day before, 5/18/15. I was glad to hear that she had received the check, but understood that the experience had been long and frustrating for her.  She was unhappy with the length of time it took to receive the rebate check, and was dissatisfied with the process and service she received. After a brief conversation, I offered to send her some replacement heads for both her husband’s and her sons’ shavers.  She was glad to receive these, so I placed an order for her.    If the consumer has any questions regarding this case, we would be more than happy to assist her. Please have her 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 Specialist Philips 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 have sent them numerous emails saying that I did not received he chafing cradle for the charging glass and the head for the toothbrush as was promised! I also have the sent emails to prove this.
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. 
I received two (2) very contradictory follow-ups.First was a voicemail from a presidential liaison on Tuesday promising to call me back on Wednesday morning.  No such return phone call was ever made.I called the number she listed toward the end of the day and spoke to [redacted].  It was certainly not the response I expected.Allegedly the unit was available this whole time and she could send it, under a lot of conditions.I had to beg for her to send me the unit that supposedly was available this whole time; she was asking for proof of purchase and all this other nonsense.  I spent a long time writing up the original complaint with all the references.  I spent hours working with customer service.  It would have been nice if she spent ten minutes seeing all the information that I already provided.She wanted me to send my unit back before she dispatched the replacement.  She wanted me to go out and buy a box at my own expense and then mail it out with a label she would send me.  I explained to her the extreme inconvenience as I have no driver's license or driver.  She said she needed me to send the stuff back first, since I already had the two wrong replacement handles. I insisted that it was not my fault that they sent me the wrong replacement TWICE.  She finally agreed.  I explained my timeline (going overseas next week) and she said she would overnight it. She was quite rude and I cannot explain how absolutely violated I felt when I hung up.  I thought the responder would be pleasant given all the hardship her company cost me.  Rather than every apologizing, she just explained away the mistake they allegedly repeatedly made: That they were confused over its availability as a replacement part because it was no longer available for sale online.  That is an absolute and blatant lie, given the following from a chat transcript from March, where I asked the agent if its removal from their website was an indicator that it was discontinued, and the agent clearly knew that this was not the case (this was referenced in my original complaint, so [redacted] either did not bother reviewing it or just did not care): [redacted]: I don't have the information when the 1280X will be in stock. You may try contacting us after a few months.Me: Is the 1280x discontinued?[redacted]: No, it has not been discontinued.Me: I have been on your site while waiting and I do not see it[redacted]: I understand but it is yet to be discontinued. We've not received an information that the unit has been discontinued.[chat reference [redacted]]Not only did I receive a false explanation, I did not receive an apology and I do believe I deserve one.  And it appears that I was also lied to about the overnight shipment as my building's concierge did not have any packages for me today.Here is the second response, an email from [redacted] that I received whilst on the phone with [redacted], which just puts me back where I started from:From the notes I see we had recently issued a replacement handle for your 1280x, but as we do not have this model available for replacements, we had sent you the [redacted] model in its place. This handle is identical in design for the razor head attachments and will also work with the [redacted] beard trimmer as well. This style will also work with the same jet clean system and charging stand as the 1280x as well. If you have a copy of the proof of purchase such as the store receipt then we can use that as well to verify which model razor we may need. If you have any questions, please call us at ###-###-#### with the following reference number [redacted].So, [redacted] (1) lied about the [redacted] being identical (2) clearly did not review the case notes because he offers no replacement for the jet clean system (3) makes absolutely no sense at the end about verifying the razor model (I provided them with the serial number on at least three occasions!)I WANT AN APOLOGY AND A REFUND.  What I have been put through is a disgrace and I need someone to validate that it was not OK what they did to me and that this is not how Philips thinks they can conduct business in the United States.
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]