PHILIPS: Great shavers. Lousy everything else.
Written: Mar 31 '06 (Updated Apr 13 '06)
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Philips invented the Compact Cassette, the laser videodisc and co-developed the Compact Disc with Sony. Today, the company is a shadow of its former greatness and its commitment to customer satisfaction, kept barely afloat by Norelco and Philishave shavers.
Our story begins. . .
1. Ordered a Philips 26PW9100D/37 26 inch widescreen TV on March 20, 2006 from the online Philips Electronics Store.
2. TV arrived on March 29 with 2 manufacturing defects: Front mask not fully seated to the cabinet and a "rainbow" spread of unsynchronized color in the picture. Called Philips Customer Support immediately. I was referred to a local TV repair tech who said the picture tube needed replacing.
3. Asked Philips Customer Support for a return authorization and a replacement set. I was told repairing the set was the only option under the warranty which began the moment my American Express card was approved (March 20) and not the day the TV arrived (March 29). I refused because I would end up with a refurbished set at the price of a new set and would have lost a month of warranty coverage, given the turnaround time for parts ordering and replacement. I was told to take the matter up with the Philips Electronics Store.
4. Philips Electronics Store promised to schedule a pickup and upon receipt of the TV, issue a credit. Finally, someone who wants to provide something resembling customer service. Still, I called American Express and asked them to prepare for a possible disputed charge because of the Philips Electronics Store's reputation for losing or taking their own sweet time on credit card returns.
5. Defective TV picked up by freight company on April 5. We are now a Philips-free home (except my Norelco shaver) and happy to be so.
6. The Philips Store has credited my American Express card but the Great State of California still got an $8 recycling fee. C'est la vie.
To be continued. . .
Recommended:
No
What product did you purchase or try to purchase? 26 inch widescreen HDTV
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JoeEkaitis
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Member: Joe Ekaitis
Location: Southern California, USA
Reviews written: 144
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About Me:
Joe Ekaitis is a business communications technician and a children's book author.
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