Car Company

Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database.Upon speaking to Mr. [redacted] we were able to verify his purchase, but due to...

him being out of the country we were unable to get a residential address to ship his replacement to. Mr. [redacted] had stated that he would be back within the country in the future, so we offered to help him replace it once he was closer to home in order to receive the product. When we had asked for a residential address instead of a company or hotel we stopped hearing back from Mr. [redacted]. We did send another email however notifying him that we will be happy to help once we have that information.We apologize for any inconvenience that this situation may have caused, and thank you for your time and assistance with this matter.

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 assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our...

consumer contact database. After reviewing Mr. [redacted]’s complaint, we contacted him to discuss his concern.  We have offered to replace the product for Mr. [redacted] and he is pleased with our response.  We have processed a replacement for him which he will receive by Thursday.  We will be monitoring the delivery of his replacement to ensure it is received. Please advise them to call our Consumer Care Center at ###-###-#### if they have any questions, and provide the internal case number referenced above. Or, 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 9-6 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: [email protected]

Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact database.Upon receiving Mr. [redacted]'s complaint we were able to have the correct...

department reach out to him about his experience. Once they were able to gather the needed information we receiving his products back for quality testing, and have ordered replacements of his products to be sent to him.We apologize for any inconvenience that this situation may have caused, and thank you for your time and assistance with this matter.

Revdex.com:
I have reviewed the response submitted by the anonymous "Consumer Care Specialist" at Philips Electronics North America Corporation and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] by any stretch of the imagination.First, "Consumer Care Specialist" is an unprofessional way to sign an official letter regarding a Business Bureau Complaint.  That would be like me signing my initial complaint, "Person" rather than my name.  I will refer to the above-mentioned Consumer Care Specialist as "Consumer Care Specialist # 2."  All Consumer Care Specialist #2 did was spew the exact failed response as Consumer Care Specialist #1, except she did not completely waste as much of my time as the first "Specialist."Consumer Care Specialist #2 made zero attempt or good faith effort to remedy my problem.  She said that the manufacturing numbers I provided to Consumer Care Specialist #1 showed that the item was out of the two-year warranty.  The bizarre thing about this logic is that in order for Philips to determine by the numbers I provided that my specific product is out of warranty, I would have had to purchase it on the very day it was manufactured, which is impossible.  There are many scenarios which would make the numbers a bad indicator of when I actually purchased the unit.  For instance, ff Philips sells units to [redacted], and [redacted] stored the units and later put them on its shelves months or even a year later due to over purchasing, there is a indeterminate period of time which would be unaccounted for. I cannot wait to share this experience with three family members and four friends who are all dentists.  I am sure that they would never feel comfortable recommending a product like this out to any patient.  And, although I will not provide a name, one of the above-mentioned seven dentist writes articles in several nationally-recognized magazines and is considered an expert in the field.  I can only hope that my experience will be shared with the professional community. In closing, I reject your failed response.  And again, I appreciate your wasting my extremely valuable time.Best regards,Person

Thank you for contacting Philips. We appreciate that you have brought this situation to our attention and are providing us with the opportunity to assist the customer further. In order to move this case forward, we have reviewed both the forwarded complaint and the information stored in our Customer...

Contact Database. We wish to help the customer to the best of our abilities by providing maximum assistance and an acceptable resolution.We are so sorry to hear that the customer has experienced this issue with their surge protector. To process a surge claim on the customer’s behalf, we will need the customer to fill out a short surge claim questionnaire regarding the event. We will need to collect some basic information about when and how the surge occurred and what devices were damaged in the process. If the customer has them available, we will also need to see the receipts for the surge protector and for any devices that were damaged by the power surge. We will also need pictures of the surge protector and the damaged devices. The customer can send their receipts and pictures of the devices to cu[redacted].  We will need this information on file to be able to move the customer’s case forward. Once we have the information we need, we will be able to work toward providing the customer with fair restitution. If the customer has any questions or concerns, they can contact us directly at [redacted], referring to case number [redacted].

Thank you for bringing the situation to our attention. We have placed an order for 2 warranty replacement handles to be sent to he consumer.

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 assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer...

contact database. We were able to connect with the consumer, and send a replacement handle. We also advised that this model was not recalled, but discontinued. Please be aware that Norelco offers a 2 year warranty from time of purchase on all products. We also offer a 45 day money back guarantee. By keeping your receipt, and registering your product, you will not only extend that warranty by 6 months, but will also have the required documentation to verify warranty entitlement. Please advise the consumer to call our Consumer Care Center at 1-888-744-5477 if they have any questions, and provide the internal case number referenced above. Or, 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 9-6 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 1-866-874-6032 Email: [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. 
I told [redacted] I would go to [redacted] and pick up the proof of purchase. I scanned it to her today via e-mail. I told the company once I receive my refund, I will close the case. I'm waiting for a response from the company regarding the proof of purchase. The company took to long in resolving this issue. I told the company what I wanted from the start and [redacted] asked me to wait 21 days to see if the new head work. I was reluctant in doing so  and she knew I was.  The e-mail conversation with [redacted] goes all the way back to 8/25 when I told her I did not want the new razor head. The company knew how unhappy I was with their product. The company should understand their consumer's needs and when we are unsatisfied about a product, find the shortest route in resolving the issue. I will close the case once I receive my refund.
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. 
I have been told that it will take 3-4 weeks to receive my check.  As soon as I actually have the check in my hand, I will accept the response.  I feel that 3-4 weeks is not acceptable due to this issue starting in November and I do not have confidence that I will receive a check even in that timeframe. 
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]

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 assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our consumer contact...

database. After receiving this complaint, it was understood that this was the second time the same issue had occurred on the same product. As such, we follow a different process in order to ensure we are able to get the product back to our quality department for testing. A return label was sent to the consumer on 3/2, but it seems it got lost in the mix, and the consumer wasn’t aware of our communication. So, we called him and let him know we would be sending a new return label, and placing an order for the replacement. After verifying the consumer's email, the new return label was sent today with tracking # [redacted]. We also placed an order for the replacement to be sent pending return of the consumer’s product. Please advise them to call our Consumer Care Center at [redacted] if they have any questions, and provide the internal case number referenced above. Or, 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 9-6 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]

I Forgot to respond with a message I would like my case to be reopened. The company had me send my product back and they will get that within a few days. The company wants me to wait 4 to 6 weeks to get my money. I find that ridiculous!! The company has my product and no one should have to wait over a month or more to get a refund. The company knew I was not going to close my case until I received my money. I 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 check. I feel this issue could have been resolved a long time ago when I had asked for a refund. I don’t want other customer going through what I had to go through. I will close my case once I receive the check from the 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 assistance. We 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 12/21/17. Please advise her to call our Consumer Care Center at [redacted] if she has any questions, and provide the internal case number referenced above. Or, 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 9-6 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 1-[redacted]Email: [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.  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]

I had a previous complaint filed with this company Complaint ID: [redacted] I was told by Philips after going back and forth that they would finally refund me for my senor touch razor I purchased. I was told by the Revdex.com that since the company decided to refund me my complaint would be closed. I was told by Philips there fund would take 4 to 6 weeks which is a Ridiculous time frame but ok I’ll wait. I was told by [redacted] presidential liaison for Philips that the refund was processed on the 9th of November. I was also told on 12/2 per her e-mail to me that she would monitor every step of the process to ensure the check is received. I was told by the Revdex.com after I called them that if I do not get the refund within that time frame, they would reopen my case or complaint. I reached out to [redacted] again on 12/4 to find out the status of my refund. The Liaison for Philips [redacted] did not know or could not provide me that information, the same person that told me should would monitor every step of the refund process her own words. The ball was dropped on the Philips side and [redacted] responded in another e-mail which I can send to the Revdex.com per their request that the refund had been sitting for a month and she does not know why it has not been mailed out. I would say to her Unacceptable!!!! The 6 week time frame will be up on the 23rd of this month. I think I have been very patient with this company and the fact that [redacted] lied to me regarding the process and how she would monitor the refund to ensure I get it in time. The company is not on another planet so I find hard to believe it would take 6 weeks to get the consumer a check. The company might try to blame the mail now but we know it's a company who can and will be dishonest with their own consumers. I should not at this point have to wait any longer to get my refund I demand it at this point. I hope consumers see this post and understand if you cannot trust a company to do what they say, then why would you buy their products? Integrity is everything. I would like the company to overnight the check or deposit it in my checking account. I would hope at this point that the Revdex.com understand I did my part. I sent them their product back over a month ago and now the company needs to fullfill there end and give me my check. No more excuses Philips!! I would like the complaint to stay open until I have the refund in my hands.

Thank you for your continued assistance as we work to resolve this complaint. We are able to see that the check request was submitted for $122.19, and check #[redacted] was mailed on 7/19. Please let the consumerknowshe is welcome to contact us if she any moreassistance on this matter

Complaint Case #: (From Email/Portal) Consumer: First Last Internal case number: (SR #)   Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We have thoroughly reviewed both the forwarded complaint and the information stored in our...

consumer contact database. Mr. [redacted] contacted us and requested his order be cancelled after his discount was not applied. We attempted to refund the coupon amount but this was not satisfactory. We tried to explain that the order has now shipped out and that we would create a return label for him to send the product back to us, once the product was received, he would receive the full refund for the item. We have not received the item back to our warehouse for the refund to be processed at this point. We can offer a full refund for the product if it can be returned. Please advise them to call our Consumer Care Center at [redacted] if they have any questions, and provide the internal case number referenced above. Or, 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 9-6 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 [redacted] Email: [email protected]

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 need compensation for delay as well. How can they send defective product to customer and not refund on time. I need compensation for delayed refund.
Regards,
[redacted]

Thank you for bringing this situation to our attention and allowing us the opportunity to provide assistance. We 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 purchase. We 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 process. We are currently just waiting until he has the chance to go to the store, and then will continue to help him with this process. We apologize for any inconvenience that this situation may have caused, and thank you for your time and assistance with this matter.

Thank you for bringing this to our attention. We do apologize for the delay. It seems once the product was returned, the alert was never given to the team to process the check request. So, we alerted the responsible team and submitted a check request. The standard time frame to receive a check...

is 4-6 weeks, though we often see them arrive sooner. Check requests go in on Monday, so this was sent yesterday. We did see the email from the consumer, and they are welcome to also email us at [redacted] if they need further assistance. We are in the office M-F, between 9-6 EST.