I'm am writing for your assistance in speeding up an already drawn-out process of getting my Philips DVD Recorder returned to me. Please have someone in your office contact me at this e-mail address or (my phone number) within a few days about this matter.
After purchasing the DVD Recorder at a local retailer on January 15th of this year, I began having problems with it on February 18th. I sent it in for warranty repair and Philips received it March 16th, according to UPS tracking. Since then, I have experienced numerous delays and terrible service from your company. Yesterday, I was told that, apparently, the company has either lost my DVD Recorder or found it to be unrepairable. I am now in a 15-20 day review process to determine if I should get a new one.
It seems to me that if my old DVD Recorder is no longer in the picture, that it would make sense that I deserve another one or a refund. I have a difficult time understanding why that decision must take so long -- especially after your company has had my product nearly 1 1/2 months.
No one at your company seems empowered to make any decisions that can speed up my case. Every time I've spoken with your staff I've heard that I have to wait even longer. Whenever a decision needs to be made, my case goes to a multi-day review. When I've been told I would receive a call back, I haven't. I just don't trust your customer service personnel any more.
Could you or your office please contact someone in your organization who is empowered to wrap this up much more quickly than 15-20 days? I have never had this much difficulty with a company before. I'm certainly inclined to steer friends and associates away from ever buying Philips products in the future because of the terrible service I've received. I wouldn't want anyone to go through this like I have.
My current Return Service number is (concealed), and apparently (Jane) in Consumer Relations has been assigned my case. Below, please find a more detailed timeline of this entire matter and what transpired between me and your company. If you have other questions, please have someone contact me. Thank you for your attention in this matter.
Blue Springs, Missouri USA
TIMELINE OF EVENTS:
Saturday, Jan. 15, 2005: Bought DVD Recorder (DVR) at Best Buy, Independence, Missouri.
Friday, Feb. 18, 2005: After turning DVR on after waking up, found out that all TV Guide information was gone, needed to be redone, including all settings for its location, etc. Other miscellaneous problems occurred during normal operation, however none as serious as the reset.
Saturday, Feb. 26, 2005: In the morning, discovered that DVR once again reset all TV Guide information. Called Philips and given information to return it to Philips. Given RS#(concealed). Told I would have to pay for shipping there and that turnaround would be about 10 days.
Monday, Mar. 14, 2005: Sent out DVR to Philips from UPS Store via UPS ground at a cost of a little more than $15.00.
Wednesday, Mar. 16, 2005: According to UPS tracking, DVR arrived in the morning at Philips. Signed for by "SHUMATE".
Thursday, Mar. 31, 2005 (11th business day after receipt): Called Philips to check on the status of my DVR. I simply wanted to see how close the unit was to being completed. (Janice) said the DVR was still in the ÒDepotÓ waiting for a new TV Guide board to arrive. She advised that I call on Friday, April 8th -- if I donÕt hear back sooner -- to check the status. I thought at the time that it was a bit excessive, but understood if there were unpredictable delays. NOTE: Apparently sometime this day it was determined that my DVR would be another 20 days to repair. I didnÕt find this out until later.
Monday, April 4, 2005 (13th bd): While working that evening, (Janice) called and left a voicemail on my cell phone. She said that she wanted to inform me that my DVR would be another 20 business days.
Tuesday, April 5, 2005 (14th bd): Frustrated that my DVR was taking so long and would take quite a bit longer, I called again. I spoke with (John) at the Depot and (Jennifer) in Consumer Relations. Given new RS#(concealed). (Jennifer) said the information on my DVR would need to go for review to find out whatÕs taking so long. She said I should expect a call back within 3 business days. That call never came.
Wednesday, April 13, 2005 (20th bd): Even more frustrated that I never heard back from Philips, I called again. The call lasted more than one hour while I tried to get someone on the phone who could get me a replacement DVR. I finally was handed off to (Jamie Doe), who said she was a supervisor in Consumer Relations. She said that there was no one else I could talk to and that I would just have to wait 7 more days and my DVR should be repaired. That way Philips could ensure that IÕm getting a unit back that works correctly. If not fixed by the 7-day span, Philips would begin the process to get me a new DVR. Reluctantly, I agreed, but told (Jamie) that I wanted a phone call back on or before Friday, April 22nd. That would have been the 7th business day after our conversation. (Jamie) assured me that she personally would call me on or before that day. She never did call. I also asked that she pass my case on to ÒcorporateÓ for review and that there be a note for them to call me. She gave me an address for consumer complaints: Philips, P.O. Box 671539, Marietta, Georgia, 30006.
Tuesday, April 19, 2005 (24th bd): During the afternoon while I was away from my cell phone, (Jane) from Consumer Relations called and left a voicemail. She said that my case was assigned to her for review and resolution. Along with giving me my new RS#(concealed), she gave me a phone number to call in case I received my DVR or had other questions. That number was 1-866-845-3578. Her allusion to the idea that I might receive my DVD recorder any day gave me some hope that all the problems were drawing to and end.
Tuesday, April 26, 2005 (29th bd): After not receiving a call from (Jamie), I called Philips again. This time, I was very frustrated and wanted to know what was going on and why IÕve never heard back when I was told I would. I talked to someone (other than Jane) in Consumer Relations and gave her the case number. She said that she needed to speak with (Jane) for a moment and put me on hold. Upon her return, she told me the case is now under review for me to get a new unit and that I should probably receive a new DVR in 15 to 20 days. I told her that was unacceptable and relayed how angry with Philips IÕd become. I apologized personally to her that she was receiving the brunt of my frustration. I said that IÕd never recommend that anyone buy a Philips-Magnavox product again. Although she listened attentively, she said there was nothing she or anyone could do while the case was being reviewed. I asked what happened to my original unit. After placing me on hold for a moment she returned and said that my DVR must have either been lost somewhere or deemed unrepairable. I asked when that determination was made, but she said that information wasnÕt documented.
Wednesday, April 27, 2005 (30th bd): Wrote an e-mail to Paul Zeven, CEO Philips Electronics North America, asking for assistance.
cc: \tWilco Groenhuysen, CFO
\tSies Plokker, Senior Vice President
\tTerry Fassburg, Vice President