We purchased a big screen Philip projection TV in 2004 and the extended warranty from Philips. The warranty promised great coverage and that if the television ever needed repair or replacements parts they would have "your product up and running in practically no time". Well, we renewed the service contract with them every year....as the rate continued to increase. We thought that it was worth it since we were investing in a new television is they could not repair it and protecting our original $1200 investment.
Four years after the purchase, the television begins to have distorted pictures. Okay...finally time to use the service contract. Here are the details of how to piss off a loyal customer.
-I called them and was told to do some manual adjustment, which I did and the picture was not better.
-I called them back and set up a claim and was told that someone will contact me to set up a service date.
Here is where the chaos began and my frustration grew.
-I was contacted by Philips and given the contractors information who was to schedule and complete the repair.
-After a few of days, I decided to call the contractor. The contractor had not received ANYTHING from Philips and told me to call them back. The contractor wasn't very fluent in English, so it was pretty difficult to understand him.
-About a week later, this was straightened out. Then I was told that I would have to bring the TV downstairs in order for them to fix it since they don't have the manpower to do this themselves. This was not possible since it's a huge big screen TV.
-I called Philips and they basically said that in the fine print, it says that the customer must bring the TV downstairs. Too bad for us.
-The repair company calls back and tells me that he now can fix it in my home, so we scheduled an appointment. The repairman did NOT show up for this appointment. When I called them, they said that they couldn't make it. Ok, why didn't you call to tell me that????
-We rescheduled and I called them 30 minutes before they were suppose to be here and was told that they could not arrive until 1.5 hours later.....My goodness.
This is where we are...so far almost 3 weeks and no service on the TV.
Horrible service and we will definitely not be renewing this contract. We may even end up buying a new TV....who knows.....
Point of report - What they promised and what we are getting from purchasing their extended warranty is not the same.
Do NOT purchase an extended warranty from Philips....INSTEAD purchase from the store that you buy the TV from. Do your research.
Sugar Land, Texas