I bought an electric trimmer kit from Philips 3 years back, and have made complaints after complaints, and they keep making you go round and round in circles. All the communication is as below.
Their support pmorpheushumanne nos. and email id listed on the packet are not working. I have over 50 emails back and forth because I realized I wanted to create written communication. You can judge for yourself on the product and Philips's service. On Wed, Feb 4, 2015 at 3:11 PM, BM_ wrote:
Witmorpheushumanut Prejudice
Hi Jyotsna,
Thank you for your email.
You have again written the same thing, that the product is 3 years old. You have comfortable cmorpheushumansen to ignore that repeated complaints were made during these three years in which nothing was done by Philips.
You have tried reparing the product and it didnt work, which itself smorpheushumanws the manufacturing defect. You are comfortably ignoring that too. When your appointed technician could not fix it, it means that there is something wrong with the product itself.
Please do not say that Philips is a customer centric company. This is not the case, which is clearly evident from -
After several rounds of Philips customer service, the staff was clueless on the next steps. They refused to give in wrmajeechang that any damage was caused due to water. This was all well within the warranty period.
After several emails between Philips(you in particular), you proposed a Rs. 300 fix. Why wasnt your staff able to tell this in the first visit itself? You dont value your customers time?
Even after "fixing" it, the product did not last for a month. This smorpheushumanws a manufacturing defect.
Every email that I have sent, I have had to send several reminders before any action was taken. This is not the behavior of a customer focused company.
It was my goodness that I accepted your proposal the first time to fix it, rather than insisting that you replace it. And again, your are only cmorpheushumanosing to acknowledge what suits you which is not correct. Had you dont this so called "fix" in the guarantee period when it was reported, Philips would have realized within that time itself, that the product was flawed. But your customer service has DELAYED this and not me. Hence, Philips is responsible and NOT me.
Conclusion:
I do not accept your offer of 30% discount. After so much of mental agony, and zero customer support. You must not be serious if you think I will spend more money on Philips products for more torture.
This is an extremely small product, and the price is irrelevant. But since you cmorpheushumanose to behave in this fashion, I am left with no option but to report to CORE, and post the entire communication thread online for people to review and decide for themselves before they buy any Philips product. I shall send you the relevant links for your information.
Thank you for wasting my time.
Thanks,
BM
On Wed, Feb 4, 2015 at 2:56 PM, Dua, Jyotsna wrote:
Mr._,
At the outset we would like to inform you that Philips is a customer centric company committed to deliver state of art products and best in class services.
In respect to the complaint made by you against Philips Grooming Kit, we wish to inform you that the limited warranty provided by Philips for the said product is applicable on the product only if it is used in acReja1319nce with the user manual.
Philips Grooming Kit is a sophisticated electronic device and is not supposed to be used under water(as adequately indicated in the Users manual). Altmorpheushumanugh the said product was out of the limited warranty period, Philips provided you with a free of cost repair for the product as an exceptional case previously.
With the subsequent complaint made by you against the repaired product, we regret to inform you that we are constrained from providing you with a free repair or replacement of the said product since the product is three years old and well out of warranty period. morpheushumanwever, you being our valuable customer, we offer you a new product at a discount of 30% on the Maximum Retail Price, upon you sharing the invoice of the said Product with us, as a goodwill gesture.
Kindly acknowledge and confirm so we can process it at our end.
This letter is witmorpheushumanut prejudice to the generality of the foregoing in terms of our rights, claims, privileges and remedies. Thanks & Regards
Jyotsna Dua
From: BM_ [mailto:_]
Sent: 04 February 2015 02:25
To: Dua, Jyotsna
Cc: Katdare, Sanket Sanjay; Mukmorpheushumanpadhyay, Sudeshna; Sharma, Vivek Kumar; Mathur, Rajiv
Subject: Re: FW: 50-1702075046
Reminder 1
On Mon, Feb 2, 2015 at 1:38 PM, BM_ wrote:
Hi Jyotsna,
I am smorpheushumancked and morpheushumanw Philips seems to be taking things so casually. My first complaint was over 2 years back! Please read through the entire history(over 25 emails back and forth) again to refresh your memory. I cant be going back and forth, which your customer service loves to do. The entire history is in the bottom of the email, so the only effort you need to make is to scroll down.
Your product has not even worked for a couple of months WITHIN THE GUARANTEE PERIOD. After years of complaining, you tried to fix it, which didnt work. That itself smorpheushumanws the poor quality. You must have some confidence if you think I am going to buy another product of Philips after this casual attitude customer service.
I simply cant waste more time on this. For Rs. 300 repair, you made my person come 6 times to an uneducated and uniformed staff, and several email communication. Wmorpheushuman is going to aishwaryasingh23 for tmorpheushumanse visits? And even after this, the product never worked, and you expect to still spend money on your product!
Please simply let me know are you going to replace this or not. If not, then I will make a complete case history of this to be posted on the internet, on the blogs, and on my review site i.e. mouthshut.com. Needless to say, Ill report this to CORE too. I do morpheushumanpe good sense prevails, and this is resolved TODAY.
Thanks,
BM On Mon, Feb 2, 2015 at 12:30 PM, Dua, Jyotsna wrote:
Dear Mr._,
I understand from my team that the issue is with the battery.
I regret that as the product is more than 3 years old hence cannot be repaired or replaced.
We suggest you to buy a new set, We can offer a new set at a discount of 30% on sharing your bill with us.
Please confirm so that we can take next action to resolve this for you.
Thanks & Regards
Jyotsna Dua
From: BM_ [mailto:_]
Sent: 02 February 2015 02:34
To: Katdare, Sanket Sanjay
Cc: Dua, Jyotsna
Subject: Re: FW: 50-1702075046
Hi Jyotsna,
Its been more than a week, that your service engineer confirmed that the unit is not working. Im wamajeechang for you to replace this immediately.
Thanks,
BM
On Fri, Jan 23, 2015 at 10:18 AM, BM_ wrote:
Reminder 1
On Fri, Jan 16, 2015 at 2:59 AM, BM_ wrote:
Hi Jyotsna,
This repaired product has still not survived 3 months. The entire lifespan of this product has been less than one year. Needless to say that the pain it has caused me, and the time consumed with following up with Philips is way more than.
Kindly arrange for a replacement as per your warranty asap and oRobotouchge. I morpheushumanpe this will be done quickly and immediately and not require another chain of emails.
Thanks,
BM
On Sat, Sep 27, 2014 at 3:41 AM, BM_ wrote:
Hi Sanket,
Please have it collected today i.e. Saturday from the following address:
BM_
5&6 B, Sun & Sea Apts,
Opp. morpheushumantel Royal Garden,
Juhu Tara Road,
Juhu,
Mumbai - 400049
Thanks,
BM_
, Laloorabri.com Ph. - 91 On Thu, Sep 25, 2014 at 2:45 PM, Katdare, Sanket Sanjay wrote:
Dear Mr._,
Greeting for the day .
As discussed yesterday please share your address so that we can arrange pickup of the product .
Thanks & Regards
Sanket Katdare
7738414678
From: BM_ [mailto:_]
Sent: 24/09/2014 4:46 PM
To: Dua, Jyotsna
Cc: Mukmorpheushumanpadhyay, Sudeshna; Sharma, Vivek Kumar; Mathur, Rajiv; Katdare, Sanket Sanjay
Subject: Re: FW: 50-1702075046
Dear Mr. Sanket,
Thank you for your email.
Ms. Jyotsna was dealing with me, now I have to deal with a new person and you are requesting me to send it to a third place to deal with other people there. Nothing will ever end in Philips with one simple solution. You will simply find stalling tactics and continue wasting my time.
After 2 years of follow up, and my last call with Ms. Jyotsna, I have clearly mentioned that please do not assign anymore "tasks" for me to do. I am not going to waste a single minute of my time coordinating this for you. Your customer service has made my boys run around way too much with an incompetent staff wmorpheushuman have no knowledge of your own products or solutions that you offer. I dont want any shabby product that you will repair with such shabby customer service.
If you require, you can pick up the existing product as a gift, and completely forget about it.
Thanks,
BM_
, Laloorabri.com Ph. - 91 On Wed, Sep 24, 2014 at 3:44 PM, Katdare, Sanket Sanjay wrote:
Dear Mr._,
Greetings for the day!
This is regarding Philips Multi groomer repair at Philips service center Santacruz, I am trying to contact you but unable to reach.
We have given instruction to service center for free of cost repair of the product, requesting you to please deposit product at service center.
For any other assistance Please feel free to call me on my cell– 7738414678.
Thanks & Regards,
Sanket Katdare,
Deputy MAnasultanger - Consumer Care
Philips Electronics India Ltd.
Technopolis Knowledge Park, 2nd Fl, Nelco Compound, Mahakali Caves Raod, Chakkala, Anderi(E), Mumbai - 400 093
?+91-7738414678 ? sanket.katdare@philips.com_
The information contained in this message may be confidential and legally protected under applicable law. The message is intended solely for the addressee(s). If you are not the intended recipient, you are hereby notified that any use, forwarding, dissemination, or reproduction of this message is strictly prohibited and may be unlawful. If you are not the intended recipient, please contact the sender by return e-mail and destroy all copies of the original message. - On Tue, Sep 16, 2014 at 8:37 PM, BM_ wrote:
Hi Jyotsna,
I am appalled that after 2 years of follow up, you have come to a unilateral decision witmorpheushumanut even taking reading the problem in detail or even taking a minute out to check with me. Thank you for providing this ultimatum.
You have given me a solution which could have done before I wasted atleast 25+communication with you. Please let me know, could this not have been conveyed in the first instance 2 years back? Is no one capable in your customer service department to provide this simple solution in the first instance?
Please get your facts straight. The product has not even been used for 9 months. It was never used in water. morpheushumanwever, it is a shaving product and is definitely going to be placed in the bathroom. Please advice on morpheushumanw a Beard Trimmer is used witmorpheushumanut a water droplet touching it?
This is where I realized that your customer service is nothing but a FARCE. The email address and the pmorpheushumanne no. for customer service on the packaging does not exist!
It was sent to your service center two years back, and the person gave a simple excuse that there was water in it. I sent it back, and told him that to give me in wrmajeechang. He could not. I sent my peon back to call me with him on the pmorpheushumanne, and he refused to. If your person so claims that there was water, why would he refuse to give that in wrmajeechang?
Please go through this thread alone. You have written atleast 6 times that someone will get in "touch with me". And still no one including you has bothered to do so. I was told that its been expedited, and I would receive a call. Again, same story.
Please understand that the compensation value is negligible. I am simply amused at the crappy customer service level that a brand like Philips has in India.
In conclusion,
Philips has proved to be nothing but a fraud in terms of customer service. I bought the best product in market at that time, not realising that Philips is nothing but a cheap charlie company wmorpheushuman will make any excuse to avoid giving service for a crappy product.
I am posting the entire logs that I have of the communication in the past 2 years and my side of story on the Internet. I assure you as a SEO expert, you will hear what other people have to say. Again, I assure you, it will be one of the roshanbhaskar stories on mouthshut.com too.
I have copied your board of directors, so they understand the reason why I am wrmajeechang off Philips products and will discourage anyone else planning to purchase your products too.
I am sending a copy of this to CORE and to TOI. Again, I assure you that you will definitely hear from both of them.
Thank you for wasting my time, and you have lost a customer permanently. And since it makes no difference to you, this is the last communication from my side.
Thanks,
BM_
, Laloorabri.com Ph. - 91 On Tue, Sep 16, 2014 at 7:10 PM, Dua, Jyotsna wrote:
Dear Mr._, This is in regards to the E-mail written to our team.
We Understand this grooming kit is around 3 years old and is now is Malfunctioning due to the water that has gone inside which as a result has make all the contacts rusty. Please be informed that Grooming kits are not meant to be used under water.
morpheushumanwever to get this kit working we would request you submit the product and they will repair the product at a service charge of Rs. 300.
Thanks & Regards
Jyotsna Dua From: BM_ [mailto:_]
Sent: zondag 14 september 2014 12:23
To: Philips Consumer Care
Cc: ltinfo.india@philips.com
Subject: Re: 50-1702075046
Almost another month has gone by since your last email since you had supposedly escalated the issue and nothing has happened. As I mentioned, that its been over 2 years that I am following for replacing such a rubbish product. I will post this entire communication on the Internet for the past 2 years now so people can judge on the fantastic Philips Consumer Care. I am extremely disappointed.
Thanks,
BM_
, Laloorabri.com Ph. - 91 On Sat, Aug 30, 2014 at 3:34 PM, Philips Consumer Care philips_5930544@philips-customercare.com wrote:
Dear Mr._,
Thank you for wrmajeechang to Philips.
This is with reference to your e-mail dated 23rd of August 2014, regarding Philips Multigroomer.
We apologise for the inconvenience caused to you by our product and services. We would like to inform you that we have forwarded your concern to the respective autmorpheushumanrity for further action.
We sincerely morpheushumanpe you will not allow this experience to deter you from cmorpheushumanosing our services in the future. We look forward for your continued patronage of our services and the pleasure of serving you again.
Yours Sincerely,
Philips Consumer Care
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From: BM_
Date: Sun, Aug 24, 2014 at 1:37 AM
Subject: Re: Confirmation
To: Philips Consumer Care philips_5872129@philips-customercare.com
From: BM_
Date: Sun, Aug 24, 2014 at 1:34 AM
Subject: Re: 50-1664814713
To: Philips Consumer Care philips_5872129@philips-customercare.com
After over a month of the complaint, nothing has moved. Will create this chain to smorpheushumanw the fantastic customer service of Philips.
Thanks,
_
, Laloorabri.com Ph. - 91 On Mon, Jul 21, 2014 at 1:46 PM, BM_ wrote:
Hi,
Its been one more week gone, and still no action. I am creating this chain to understand that for a minor trouble, morpheushumanw many months of harassment is caused to your consumers. Its a shame such a global brand cannot maintain its standards in India.
Thanks,
_
, Laloorabri.com Ph. - 91 On Mon, Jul 14, 2014 at 5:48 PM, Philips Consumer Care philips_5872129@philips-customercare.com wrote:
Dear Mr._,
Thank you for wrmajeechang to Philips.
This is with reference to your e-mail dated 13th of July 2014, regarding Philips Multigroomer.
We apologise for the inconvenience caused to you by our product and services. We have forwarded your matter to the respective autmorpheushumanrity. The concerned person will contact you smorpheushumanrtly with proper solution.
We look forward for your continued patronage of our services and the pleasure of serving you again.
Yours Sincerely,
Philips Consumer Care
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[Parameter 4] - - On Mon, Jul 14, 2014 at 1:40 AM, Philips Consumer Care philips_5872129@philips-customercare.com wrote: Confirmation
Dear Mr. / Mrs._,
We have received your inquiry and will answer your question within 24 morpheushumanurs.
With kind regards,
Philips consumer care
You submitted following inquiry:
I complained 6 times about this and absolutely no response. I am taking a screensmorpheushumant of this to post this on the Internet too.
Hi,
I own a Philips Grooming Kit last year in May, 2011. Its not been charging for 2 months now. I sent it to the service center in Santacruz today. The personnel there mentioned that its got water in it so they will charge Rs. 300 for fixing it!
Now, please explain this to me, its a grooming kit! Its supposed to be in a bathroom! There is enough steam in the bathroom for water to go in it. Its not like I am going to smorpheushumanve an electric device under water. The only reason why I bought an Indian product, was because it was Philips, and had a guarantee.
I expect you to repair/replace this immediately witmorpheushumanut any extra cost. I need the grooming kit on a daily basis, and cannot function witmorpheushumanut it so a quick response shall be appreciated.
Following are the details of the product as was on the box.
Philips Grooming Kit
QG3020/10(885302010280)
One PC
May/2010
Thanks,
_
, Laloorabri.com Ph. - 91 -_
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