| Complainant: |
Mr S Lewis |
| Town/City
of Residence: |
Minster |
Philips have very poor and slow customer service.
I have waited 2 months for a reply from Philips over the ongoing
repair of a faulty telephone I purchased. When calling their service
centre the lady refused to give me details of Philips Head Office.
I find this lack of service and the lack of being able to speak
with head office completely amazing.
I will no longer look at Philips for any future purchase. I would
have thought in this competitive world customer service would
be paramount. Philips appear to think of it as annoying!
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My dealings with Philips has been one of nothing but pure frustration.
The problem is that I purchased a phone system (at great expense)
that allows additional handsets to be added. When one of these
handsets broke down, Philips explained that I would need to send
the base station back to them, hence making the phone system unusable
even though I have 4 handsets and only one is broken. As I explained
to the service centre that this was ridiculous I was then instructed
by the service engineer to send the faulty handset only, which
I promptly did back in December. I then receive a letter stating
that if I do not send the base station in 21 days they will throw
my handset away.
This is the issue of complaint that Philips choose to completely
ignore. Friday I get a call from a manager repeating the same
thing, even though in mid discussion he did agree that only the
faulty handset need be returned, he then did a complete U-Turn
and said that indeed Philips need the base station. I am still
unable to speak to head office or any other person higher up as
the chap I spoke to on Friday was apparently the top manager.
I was simply told that either you do this or he cannot help me.
His hands are tied!
Nowhere in the literature does it say that by purchasing this
system will it become inoperable if one handset brakes down. I
need a phone for work and having to take an expensive system off
line makes no sense at all. I am using the system everyday without
problem so I still am not convinced why I need to send it back!
I am at a loss at what I can do next.
An email has been sent to Diana Van Dongen and Anne Grewer of Philips.
It appears they are Press Office staff.
=================================
I asked for an update driver
for my 107MB(17B230...) monitor for windows xp pro, but I did'nt
get a solution!
Jan Waltmann...30 March 2003
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I bought a Colour 21" colour TV on 28
August 2002.
It was sent to repair on 19 Feb 2003 due to some motherboard
fault. The TV did not returned until a month later. Todate, the
same TV has intermediate switch off. I called the service centre
and told her the problem. The operator arranged for the repairman
to come to my house. He came on 4 April 2003. After hearing the
problems without even checking, he told me that the TV needed to
be sent to the workshop he cannot do it. That took less than 3 minutes.Why
waste so many manpower and consumer's time to wait for them to arrive
only to know that he cannot do it.
Secondly, when we first bought this TV, the picture appeared in
less than 1 -2 seconds after we turn it on , but after the repair
being done, it took 12-14 seconds and the repairman that came to
check argued with me that all Philips TVs took about that time in
order for the picture to appear. However, my husband and myself
remember clearly that it wasn't like that when we had it before
it was done for service. He challenged me to check it out at any
TV outlets.
I am utterly disappointed with your company. Not only it takes a
long time for the tv to be repaired, it wasn't done a good job.
Problems arrived a month later after it has been sent for repair.
Also very unproductive.
I will not recommend my friends or any of my relative to buy this
brand.
She Poh Geok... 4 April 2003
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I read about your problems with great interest,
having had an identical breakdown. I returned a
faulty handset which was eventually replaced after 5 months with
a new handset. But the company failed to request the base station
back. As a result, I could not reguster the new handset to the base
station as it already the maximum 4 handsets registered. The faulty
set had been destroyed so could not be de-activated. I kept a record
of my calls to Philips - 27 in total and at no stage were promised
return calls ever made. I also asked for head office contact details,
but was told that they only accepted complaints in writing and would
not give out contact numbers. They also refuse to give surname details.
I was passed from service to repairs with neither department accepting
responsibility. Eventually after threatening legal action a new
base station was sent, 8 months after the original complaint. I
too will never buy a Philips appliance. nd ... 1 October
2003
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I recently purchased a Philips pc vga camera
for my computer. I now know that it is uncompatible
with my operating system, Windows XP. This information was nowhere
on the box, nor in the instructions. The website listed for support
was confusing and competely useless. When I called the hotline,
I was told they were closed and to call back later, even though
the instructions said it was 24 hours. In addition, the Philips
representatives were rude and unhelpfull.
I cannot understand how they can sell a product that is not supported
by either Windows XP or Windows 2000 and not include this information
anywhere on the product or packaging. Ridiculous.
Rosie Ubacher (Toronto) .. 30 October 2003
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The handset of my Philips Kala 6523 digital
cordless telephone (expensive, two years ago) is
playing up so I need to buy another handset. My current system no
longer exists and so I need to find details of a compatable handset
so that I can buy one. However, I cannot find any contact for Philips
in order to get the information I need. I bought the system from
BT. They cannot help. Philips, where are you? Frank Goates
... 18 November 2003
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I purchased a top of the range 32" widescreen
Philips TV in December 2002. In September 2003 the
TV broke down and after failed attempts to repair it on site it
was removed to Endeva ( Philips contrated them in as their service
company) for repair. Endeva have gone into receivership with my
TV. It has now been 3 months since I have had a fully working TV,
the Philips customer relations dept. have promised to replace the
set but when I contacted them today ( 3 weeks after their initial
call assuring me that it would be replaced in 2 weeks) I was met
with a very stroppy response about their being 900 people in this
situation that they are doing their best, that the TV is out of
stock and they are having to purchase the TV retail rather than
wholesale etc, etc. None of this is my problem! Philips have supplied
a faulty set which has broken down whilst still under guarantee,
they have my money and my goods and therefore I feel I have every
right to complain about it.
S M Coulton ... 12 December 2003
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