ED Magedson – Founder
Royal Philips3000 Minuteman Rd. Andover, Massachusetts USA
Royal Philips Philips Healthcare Buyer Beware - Must read for potential consumers of Sonicare dental products and dentists who recommend them. Andover Massachusetts
If you are a potential customer of Philips Sonicare toothbrush products, or a dentist who recommends them, read on ..... The corporate culture at the Philips Healthcare division at all levels, is a total disregard for the customer and for the company's legal obligations to honor product warranties. As you'll see from my experience, this is not an isolated incident; it shows a deliberate and consistent pattern reflective of the corporate culture at the company.
I bought the Philips Sonicare toothbrush (Model HX5610/01) on 12/19/2012. The product consists of a cordless toothbrush and a charger base. Recently, the charger base stopped working and I can no longer charge the toothbrush. I had registered the product, and it is still under warranty. I have been trying to get a replacement charger base through their customer support organization, with no success. I have also escalated the issue to the head of Consumer ifestyle, and all levels in between. Instead, I have experienced a pattern of deception and excuses. I am therefore writing this report - Buyer Beware!! - as it may help some other potential customer or a dentist recommending the product.
Honoring a product warranty is a legal obligation of the company’s. However, their customer support organization does not see it that way. Here's a detailed account of the deception and excuses that I have received from this organization. At this point, I am not that concerned about getting the warranty replacement, as I will be seeking legal measures, but it's the hassle and time consumed to get this company to honor their legal obligations, is what's at the heart of the issue.
First, I contacted customer support via the “chat line” on 2/13/2014. I have saved a record of this chat conversation.
On 3/5/2014 I called customer support. I have a recording of this conversation. This conversation was so ridiculous, it was almost funny. Please look out for my posting of this recording on Facebook and Youtube; you'll find it hilarious!! They even lack common courtesy.
So, I wrote/email to the head of their Consumer Lifestyle division and the head of PR, Reputation and Internal Communications, thinking that they might care for a customer. I promptly received a reply that stated that he has "escalated this to my colleague in the US who will come back to you." Now, 2 weeks later, I am still waiting for someone "to come back to me". So, I wrote/email back a reminder. This time, complete silence.
I am not just venting here; I’m describing my experience in detail so that you can consider it if you are in the market for a Philips Sonicare product. As you can see, it was not an isolated incident, it happened with me multiple times, and is reflective of their corporate culture. Reneging on a warranty is not something that is acceptable! So, Buyer Beware!!
My next step is to pursue legal action, and I will get my warranty replacement. Please look out for my Facebook post and Youtube post of the conversations with their staff. They are ridiculously funny, as they try to renege on their warranty.
This report was posted on Ripoff Report on 03/19/2014 06:54 AM and is a permanent record located here: http://www.ripoffreport.com/reports/royal-philips/andover-massachusetts-01810/royal-philips-philips-healthcare-buyer-beware-must-read-for-potential-consumers-of-soni-1131768. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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