Car Company

Complaint Case #: [redacted] Consumer: [redacted] Internal case number: [redacted] Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistanceWe have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact databaseWe have reached out to the rebate department, and requested that the rebate be processed separately in order to avoid further delays in processingIt generally takes about weeks for this to be completed, so we reached out to let the consumer know the new timeframe, and ensure they had our contact information in case they need any further assistancePlease advise them to call our Consumer Care Center at [redacted] if they have any questions, and provide the internal case number referenced aboveOr, if they need direct assistance regarding this matter, they are welcome to contact us at the number or email listed below anytime M-F between 9-EST.We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.Sincerely,Presidential LiaisonPhilips North America Toll free number [redacted] Email: [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

RevDex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] . I understand that by choosing to accept the business response that my complaint will be closed as resolved. Regards, [redacted] ***

Thank you for your continued support in resolving the consumer's issueOur records indicate that the check was issued on 3/30/16, so should be arriving any time now

Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistanceWe have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database.Upon speaking to him we were able to find a way that he could have a money back guarantee processed for him in order to refund his purchaseWe need a product to be returned in order to process a refund, so once he is able to exchange the store credit back for the product we will be able to move forward with the refund processWe are currently just waiting until he has the chance to go to the store, and then will continue to help him with this processWe apologize for any inconvenience that this situation may have caused, and thank you for your time and assistance with this matter

I Forgot to respond with a message I would like my case to be reopenedThe company had me send my product back and they will get that within a few daysThe company wants me to wait to weeks to get my moneyI find that ridiculous!! The company has my product and no one should have to wait over a month or more to get a refundThe company knew I was not going to close my case until I received my moneyI think with all the problems I had with this company, I don’t trust the money will be here I may be waiting even longer if something on their end goes wrong with sending the checkI feel this issue could have been resolved a long time ago when I had asked for a refundI don’t want other customer going through what I had to go throughI will close my case once I receive the check from the company

Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistanceWe have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact databaseWe show that we processed a refund check in the amount of $50, check # [redacted] , and that the check was mailed 9/5/17, and cashed on 9/11/17.Please advise her to call our Consumer Care Center at 1- [redacted] if she has any questions, and provide the internal case number referenced above

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolvedIm am happy to know that Philips stands behind their products and will continue to be a loyal customer of Philips Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowThey did not verify anything with me, I did not revive the head of the toothbrush as promised and did not receive the charger that goes with the glass cupThey wouldn't even respond to my countless emails! Regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] I purchase a Sonicare toothbrush and in less than a year, the brush stopped workingI tried to get it resolved and finally had to contact the Revdex.com for them to replace the toothbrushI've had the replacement toothbrush for approximately months and not it has stopped workingReplacement of 2nd defective toothbrush Regards, [redacted] ***

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below seriously there now claiming that they don't know what the issue is as there excuse?really odd how she [redacted] and [redacted] ( other who contacted me in regards to this matter) both knew as well as on the calls Its stated what it is and they knew as well on the online chat, hmmmmselective memory next they will claim I never brush my teeth I suspect notice how they have failed to address the actions/ attitude of staff and there refusal to help at all, there hang ups etc...nor has she mentioned the replacement by [redacted] on jan who stated I will receive a replament in to days days ( seems janthey have for date for some reason), but escalations ( this person who responded here) have stopped it as several people told me that " its in escaltions" and that no replacement has been processes.so for there convience they have stopped the repleacement promised/ stated by [redacted] [redacted] : You should receive your replacement within 7-business daysAlso, here's our chat session ID [redacted] for your referenceunder my name is email address and date for chat transcript not sure why it went thereso lets review here shall we, many calls and chats got nowhere, make a complaint here on Revdex.com and more claims and excuses and denialsnot sure how they define lie but would say many would use that as to the claims made Regards, [redacted] [email protected] Add to contacts 1/15/

Complaint Case #: [redacted] Consumer: [redacted] Internal case number: [redacted] Thank you for your continued support in resolving the consumer’s issue. The rebuttal perfectly illustrated the reasons why we required a purchase receipt in this scenario. It is true that the manufacturing information could be significantly different than the purchasing date. If that information is the only date we have to go by for warranty entitlement, it could put the consumer in a position wherein they appear to be out of warranty even though they purchased the item within the 2 year timeframe. So, if we have a purchase receipt, we’re able to establish a true beginning date for the 2 year warranty. Without a purchase receipt, we have to use the manufacturing information. We were unable to provide the consumer with any direct contact information before they hung up, but have provided a phone number below again. We hope the consumer can understand that this is the format we’re required to use when responding to complaints through the BBB, omitting any personal or specific information as the posts are public. We’re still happy to assist the consumer in obtaining a receipt in order to establish their warranty eligibility. If the consumer would like to speak with us, please have them call 1- [redacted] and provide the reference number above for any further assistance. Again, thank you for your time and assistance with this matter. Best Regards,Consumer Care Specialist #2Philips Consumer Lifestyle

Complaint Case #: [redacted] Consumer: [redacted] Internal case number: [redacted] Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistanceWe have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database In researching further, we have determined that there was a delay in processing a replacement because the product was on backorder The product is back in stock and we have advised the consumer that the replacement product is scheduled to be delivered by 12/21/Please advise her to call our Consumer Care Center at [redacted] if she has any questions, and provide the internal case number referenced aboveOr, if she needs direct assistance regarding this matter, she is welcome to contact me at the number or email listed below anytime M-F between 9-ESTWe apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matterSincerely,Presidential LiaisonPhilips North America Toll free number 1- [redacted] Email: [redacted]

Complaint Case #: [redacted] Consumer: [redacted] Internal case number: [redacted] Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistanceWe have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact databaseWe do apologize that Mr [redacted] has had difficulty obtaining a replacementUpon receipt, we connected with the consumerWe confirmed the status of the product return and eligibility for replacement The consumer then verified the required parts and they were sentWe educated the consumer on the time frame for the replacement parts, approximately 2-business days.Please advise them to call our Consumer Care Center at [redacted] if they have any questions, and provide the internal case number referenced aboveOr, if they need direct assistance regarding this matter, they are welcome to contact us at the number or email listed below anytime M-F between 9-EST.We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.Sincerely, [redacted] Presidential LiaisonPhilips North America Toll free number [redacted] Email: [redacted] Tell us why here

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I have sent them numerous emails saying that I did not received he chafing cradle for the charging glass and the head for the toothbrush as was promised! I also have the sent emails to prove this Regards, [redacted] ***

Complaint Case #: [redacted] Consumer: [redacted] Internal case number: [redacted] Thank you for your continued assistance in helping this consumerWe do apologize that Mrs [redacted] has had difficulty obtaining her rebateAfter reviewing the complaint, we have reached out to our rebate department to ensure the consumer’s rebate gets processed and mailed out as soon as possibleWe offered the consumer a 25% off coupon code for our Online Store due to the inconvenience, while still working to get her rebate processedShe declined this additional solution when we spoke on the phoneWe informed the consumer we will continue to monitor the progress to ensure that she receives her rebatePlease advise them to contact us at the number or email listed below anytime M-F between 9-EST if they need further assistanceWe apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter Sincerely, [redacted] Consumer Care, Philips North America Toll free number 1- [redacted] Email: ***@philips.com

Complaint Case #: *** Consumer: *** *** Internal case number: ***Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistanceWe have thoroughly reviewed both the forwarded complaint and the information stored in our consumer
contact databaseAfter listening to the consumer calls to the support center, and reviewing the case notes, we attempted to contact Mr***. We did note that the consumer was verbally abusive to the agents on several of the calls, hanging up on several of our agentsWe did try multiple times to resolve the issue with the consumerIn our last conversation earlier today, the consumer refused to confirm what his issue wasHe did say that he was upset with the treatment he had received from our support centerI assured him that I would follow up internally on the service he receivedIt didn’t seem that he was satisfied with this, so I continued to try to work with him to resolve his root issueI asked several times if he could confirm that his concern was with the battery life between charges, but he would not respondAfter asking him if there was something I could do to help him with his toothbrush, he hung up on me, thus ending the callAbout an hour and a half later, the consumer called the main support line again, and again became uncooperative while the agent tried to assist him.In reviewing the contact information on the account, we believe the main issue the consumer was facing was the amount of time between chargesSonicare toothbrushes say that they can last up to weeks between chargesIt seems the consumer was not getting weeks between charges, and felt we were making excuses for why the product was not living up to expectationIn an email sent on January 22, 2016, we explained that there are several factors that can affect the battery life between chargesThe week timeframe is a maximum, not a minimum.If this is in fact the issue he is having with the toothbrush, a replacement will not address the concernMr*** has received replacement handles in what seems to be multiple attempts to help the consumer with his issueHowever, if this is not the issue and troubleshooting can uncover some other cause, we would be willing to replace the handle per our warranty termsWe have requested several times that the consumer contact us directly in order to resolve his issue, but the consumer has been uncooperative in resolving the matter with usDue to the above, we are closing this case, and will not be replacing the consumer’s productWe have thoroughly noted the case with our findings, and added the number that he called from to the accountIf he would be willing to work with this department to uncover what the issue is, and how to resolve it, he is welcome to give us a call at the number provided by the escalation teamIf he has any other product concerns outside of this issue, he is welcome to call our support center at ***We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter.Sincerely,Presidential LiaisonPhilips North America

Complaint Case #: ***Consumer: *** ***Internal case number: ***
Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistanceWe have thoroughly reviewed both the forwarded complaint and the information stored in our consumer
contact database
Upon receiving this inquiry, we researched Ms***’s rebate and it looked as though there was an error with the coupon code that was entered on her rebateWe corrected this error and sent her out the remaining $balance in a checkWe advised the consumer of the new check she was to receive and the estimated time that it would take to reach herShe was also provided with our contact information if there was any questions or concerns in the meant time
Please advise them to call our Consumer Care Center at *** if they have any questions, and provide the internal case number referenced aboveOr, if they need direct assistance regarding this matter, they are welcome to contact us at the number or email listed below anytime M-F between 9-EST
We apologize for any inconvenience that this situation may cause and thank you for your time and assistance with this matter
Sincerely,
Presidential Liaison
Philips North America
Toll free number ***
Email: ***

It appears that there was some misperception internally in the original response that I need to clear upThis would be the correct department to file a complaint with regarding an Airfryer purchased through our online store, or for a customer support issue related to the productI apologize if the
original response created confusion.We are aware of this promotion, and I am currently working on identifying the correct process to followAt this point, I believe I will be able to assist the consumer rather than referring them to the third party for supportI’m checking on the logistics of what this will look like and confirming that, though it is a third party promotion, we are ultimately responsible for the charge to the consumer’s card.Please bear with me while I firm this up and work to get the consumer’s issue addressed as soon as possibleI will either respond with a status on the charge, or the direct contact for the consumer to reach out to as well as the company that should receive the complaint

Complaint Case #: *** Consumer: *** *** Internal case number: ***Thank you for bringing this situation to our attention and
allowing us the opportunity to provide assistanceWe have thoroughly reviewed
both the forwarded complaint and the information stored in our consumer
contact
databaseUpon receiving this inquiry, we immediately reached out to
the consumer to discuss a resolution. As
of today, an order for a replacement product has been shipped to the consumer,
and she should receive it by 11/10/15.Please advise them to call our Consumer Care Center at
*** if they have any questions, and provide the internal case number
referenced aboveOr, if they need direct assistance regarding this matter, they
are welcome to contact us at the number or email listed below anytime M-F
between 9-EST.We apologize for any inconvenience that this
situation may cause and thank you for your time and assistance with this
matter.Sincerely,*** ***Presidential LiaisonPhilips North America Toll free number ***Email: ***