ComplaintsforPhilips Healthcare

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a brand new Philips DiamondClean toothbrush HX9954, serial number ******. The power button stopped working so I contacted Philips ***************** I don't have the receipt but based on the Serial number, the agent has confirmed the toothbrush is still under warranty and he's shipped me a new toothbrush. I received the new toothbrush and noticed the new toothbrush has model number HX993R. The original charger I have with the broken HX9954 is not compatible. So I am unable to charge this new replacement toothbrush HX993R. So I contacted Philips **************** again and asked for a compatible charger for the new HX993R. The agent keeps on asking me for the receipt. I explained that I didn't have the receipt and even the Philips customer service agent was able to confirm the warranty based on serial number - this is the reason I actually received a replacement toothbrush (HX993R).All I'm asking for is a compatible charger for this HX993R toothbrush but the ******** service agent (Name is **** from Consumer Experience Team) keep on asking for receipt. We keep going back and forth in circles. The warranty is already confirmed based on the serial number - so why the agent keep on asking for receipt when I clearly indicated I don't have it anymore in my very first contact with Philips?I have a case number as reference of this: 60-0037120242.All I'm asking for is to ship me a compatible charger for the HX993R I received.

  

  Business response

  08/12/2024

  Complaint Case #: 22094353
  Consumer: ***************
  Internal case number: 60-0037120242

  
  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 discovered that ******** contacted us about an issue with his Sonicare toothbrush. He reported that his new Sonicare replacement handle no longer charges with the original charging base. We apologized to Mr. ** and verified the product details. We explained him our warranty terms and sent a replacement charging base and charging glass for his Sonicare replacement handle. Mr. ** confirmed the delivery of the order on 08/09/2024.

  
  Please advise them to call our ******************** 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 provided to them 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

  Customer response

  08/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************

• Initial Complaint

  08/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My family has been using Philips Avent Anti-Colic Bottles (with AirFree Vent) since the birth of our child. We use this to feed him formula every 3-4 hours. We started with 4 oz bottles but eventually had to transition to 9 oz bottles as our child grew. My in-laws were kind enough to buy us 3 boxes of the 9 oz bottles, each with 4 bottles.From the moment we started using them, however, the bottles leaked. This not only led to milk all over our child's body and clothes every 4 hours, but also all around our house. They created a ****** called Philips customer service to discuss the issue. They stood by their product, saying it was a one-off issue and not a common problem, which seems unlikley given the issue occurred across different boxes of their product.Philips has outsourced their customer support to a company that is offshore and this vendor is clearly not capable of dealing with customer issues or resolving them. The first **************** *** seemed to be learning on the job. She kept me on the phone 40 minutes, asking questions, putting me on hold (seemingly to check with someone else), then coming back to repeat those questions. The result of this call was nothing. Literally, no email or follow up phone call and no follow up on the the next step she indicated - sending replacement bottles.I called again and once again explained the issue to another ***. This *** said the first one had taken down my email incorrectly and had forgot to ask for additional contact information. This *** then took all my information again and indicated they would be sending replacements. Once again, no replacements were sent and there was no subsequent follow up.At this stage, it is clear that their **************** process is broken and they are incapable of guaranteeing or warranting their products. I would not only like a refund for our purchases but an explanation of why their **************** is so poor.

  

  Business response

  08/19/2024

  Complaint Case #: 22090608
  Consumer: ***********************
  Internal case number: 60-0037120427
  
  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 discovered that ************** contacted us regarding an issue with the Avent Anti-colic baby bottles, which were leaking. He mentioned that he had disposed of the bottles because they were not functioning as expected. ************** also expressed his dissatisfaction with the time it took to resolve the issue. We apologized to ************** and verified the product details. After explaining our warranty terms, we noted that he had already received replacements for the original bottles. To compensate for the delay, we offered him with a set of 4 Natural Baby Bottles as a one-time exception, which he accepted. ************** confirmed the delivery of the order on 08/16/2024.

  
  Please advise them to call our ******************** 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 provided to them 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

  Customer response

  08/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 Phillips diamond toothbrushes from HSN cost was$205 each November of 2023. Promotion was $50 rebate each. I mailed box barcode from each package included was the invoice from HSN. I have reached out to Philips 6 times with telephone number given by HSN and on line. They have no record to match my telephone number. Instructions were to mail. Included of course with return address. Curious about the rebate after 5 months

  

  Business response

  08/12/2024

  Complaint Case #: 21719013
  Consumer: *******************************
  Internal case number: 60-0037150629
  
  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 found that ******************** had raised concerns regarding her Sonicare rebate. She mentioned that she had submitted two rebate forms in November 2023 but had not yet received the rebate. We apologized to ******************** and thoroughly reviewed the details of her case. After confirming her shipping information, we are in the process of reissuing her rebate.

  
  Please advise them to call our ******************** 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 provided to them 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

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got this product in May but only got to use recently once my baby was delivered. Unfortunately, the design of the product is pathetic. The ****** being the correct size would not stick and I am restricted to hold the pump in a specific angle and sit at one place the entire time. It is mentally and physically exhausting as I cannot be mobile. If my baby needs me, i am unable to attend her without stopping to pump. It is very uncomfortable and annoying. I reached out to Amazon and they denied returning the product. Instead asked me to contact Philips. I need my money back.

  

  Business response

  08/06/2024

  Complaint Case #: 22028454
  Consumer: ***********************
  Internal case number: 60-0037134789
  
  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 found that ************* had expressed concerns about the ********************* Breast Pump she purchased from Amazon. She reported that the pump was not functioning as expected and requested a refund. After thorough troubleshooting, we offered ************* an upgraded model of the breast pump or any Mother and ********** product of her choice. However, ************* declined the offer and insisted on getting a refund.We explained our return terms and conditions; however, we made an exception and offered her a refund for the ********************* Breast Pump. ************* confirmed the receipt of the refund check on 08/06/2024.

  
  Please advise them to call our ******************** 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 provided to them 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

  Customer response

  08/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Diamond Clean Phillips Sonicare toothbrush that was still under warranty that they discontued. They replaced my broken toothbrush with a model that was significantly rougher than the original. They asked me to ship them my old toothbrush and to stop using it right away and that they would send a replacement. I shipped it back to them and two months later still hadn't received my replacement. When I looked further into the matter I realized they sent the toothbrush to the incorrect address. I reached back out and asked if they could replace the toothbrush with a gum sensor activated toothbrush instead since my original pick was discontinued and they are refusing to help. I shipped in my toothbrush and now I do not have one at all.

  

  Business response

  07/26/2024

  Complaint Case #: 22015355
  Consumer: *************************
  Internal case number: 60-0036790046

  
  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 determined that **************** raised concerns about not receiving her replacement Sonicare toothbrush. She claimed that the replacement was delivered to her old address and that she never received it. We apologized to ****************, confirmed her current address, and placed a new order. **************** originally had the Diamond Clean Smart toothbrush; however, as a goodwill gesture, we offered her the Sonicare Prestige 9900 as a replacement, which she accepted. **************** confirmed the delivery of the new order on 07/26/2024.

  
  Please advise them to call our ******************** 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 provided to them 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

  Customer response

  07/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm filing this complaint because Philips won't honor the warranty. I contacted them using web chat last Friday and I was connected to agent ************************ The agent wasn't able to help me with repairing my ****** so they asked for a receipt. I've provided a soft copy of the invoice since it was an online purchase. The agent wasn't able to check it and escalated my case to their team. I've been told that I still need to shave almost every day and asked to speed up the process. Agent told me that I should get a response from their supervisor on the same day. BUT, it was a lie since I still haven't got any replies after these days. This is completely unprofessional behavior of the support team. I feel like I'm offended as well since I tried to ask someone over the chat but agents (************** and ****** D) just closed the chat in a rude way I wasn't even able to reply. The most rude person was **************** I was really offended by them. I paid money for this ****** and it worked for just 3 months. Now, I'm forced to buy another one on my own expenses since I can't just leave my face unshaved for such a long time. I hope someone will reach out to me otherwise I'll be forced to proceed with other claims.

  

  Business response

  07/23/2024

  Complaint Case #: 21991581
  Consumer: *****************
  Internal case number: 60-0037086436
  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 determined that ******** raised concerns about his Norelco ****** not turning on. He also expressed frustration over the lengthy warranty claim process. We informed ******** about our warranty terms and conditions and collected all relevant product details. After verifying the information, we offered him a full-box replacement for his ******. ******** confirmed the delivery of the replacement order on 07/19/2024.
  Please advise them to call our ******************** 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 provided to them 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

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 14th 2024 my Philips ************** Flosser 7000, HX3911/30 started leaking from the bottom of the unit while I was cleaning my gums. I reached out to customer support via chat on June 15th and gave all of the requested details. I then received an email asking for a copy of the receipt, which I sent to them (purchased from Amazon and within the 2 year warranty period). I then shortly received an email stating that my warranty would not be honored, which is included below:"The intent of the Philips warranty is to offer the replacement of defective parts or products during a defined period of time to consumers who are verified as covered by the warranty. We have noticed irregularities with the requests we have received to send warranty replacement products. This is to advise that Philips will no longer honor requests for replacement products to be sent under our warranty. Additionally, should we continue to receive repeated attempts to misuse our warranty, Philips will take any and all appropriate legal action, including contacting the appropriate authorities. If you believe you have received this in error, or are concerned about your warranty coverage, please reach out to us at **************."I contacted the number given and was only told a specialist was already assigned to the case and asked if I had another receipt for the item, which I don't. I sent a fresh copy of the receipt directly from the Amazon page and again receive the same threatening email back from the same support person.This is actually the second time I have had to make a warranty claim on this product - the first time being last year when it lost all pressure. No issues with the warranty claim and I sent back my broken unit as requested.This isn't the kind of service one expects, especially basically being called a thief and threatened. Honestly, I'd rather have a refund and move to another brand that might actually respect their customers.

  

  Business response

  07/08/2024

  Complaint Case #: 21934767
  Consumer: *********************
  Internal case number: 60-0036963686
  
  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 further investigation, we discovered that **************** had raised concerns about his warranty claim for his Sonicare PowerFlosser being rejected. Our findings revealed that the claim was initially denied due to incorrect product details. After identifying the error, we gathered the correct information and offered **************** a full-box replacement of the PowerFlosser. **************** confirmed receipt of the replacement on 07/08/2024.

  
  Please advise them to call our ******************** 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 provided to them 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

  Customer response

  07/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 27, 2023 I received a Phillips 55 tv fro **** club. I broke on 06/10/24 (less than 6 months). To make a long story short, their warranty department based in the *********** did everything possible to prevent my warranty from being valid. I still have not remedy the situation.

  

  Business response

  06/27/2024

  Thank you for reaching out to us and providing us with the customer's comment. At this time, we have already been in direct contact with the customer. We have offered the customer a Field Scrap Refund and the customer has accepted this offer. With this process, the customer will not have to return their original unit to our warehouse to receive their refund check. The customer will, however, have to follow a few simple steps to complete the process on their end, including signing the Field Scrap document we sent via email and removing the model and serial number sticker from the back of their unit. Once we see the customer has completed these steps, we will be able to finalize and mail the refund check. If the customer has any other questions or concerns, he can reach us directly at ************, referring to case number INC532169. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the Norelco ****** 9400 a half of a year ago. A while ago it stopped working so I contacted Philips support over the chat. I was served by ******* and I was told that I need to wait for the review of my claim. After some time the agent sent me a message that I need to ship my defective ****** back. Alright I've shipped it back in less than a day. I asked the agent to speed up the process since I have a specific skin type and I need the ****** in a working condition otherwise I can't shave. Now after almost a week I'm being ignored by the support team. No one ever replied to my emails. The most weird thing is that it's not usual Philips behavior since I asked my friend who had a similar case with Philips a few weeks ago and Philips processed a replacement in his case in just one day. I conclude that my consumer rights were discriminated against at this point. Since I still haven't got a reply still I would like this complaint to be sent to the management team.

  Customer response

  07/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021, I purchased a high-end Philips Sonicare Toothbrush 9300series in Rose ***** I love the toothbrush and do not have complaints on the product, but rather the black specks that Philips refuses to offer assistance on. I remove my brush head once a week, sometimes more, but no matter what I do, I cannot take the black specs off of it. I have tried to pick them off, but I do not want to hurt the rubber membrane. I have read forums online and have tried cleaning it several ways, but to no avail. I personally reached out to Philips and I was told that they are not responsible for mold/fungi....hold on....mold/fungi? I am literally putting that into my mouth for a nice clean as recommended by dentist, but they won't offer a way to even help to clean it? Instead of offering to help on cleaning or looking into it more, I was told that I could get 20% off a purchse at Philips. When I said that I didn't want their help, I was then offered a 30% coupon? Come on, this is human health we are talking about, but a 30% off coupon should make it better? No help offered. Instead I will be sure to never buy Sonicare again and to make sure that other consumers know about this as you don't want to be putting anything into your mouth that has "mold/fungi" on it.

  

  Business response

  06/26/2024

  Complaint Case #: 21861634
  Consumer: *************************
  Internal case number: 60-0036970327
  
  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 ****************** had expressed concerns regarding black specks appearing under the brushhead and around the rubber membrane on her Sonicare toothbrush. We explained to ***************** the potential causes of the issue and provided her with general maintenance tips for her toothbrush. We also informed ****************** about our warranty terms. Although her toothbrush was out of warranty, we made a one-time exception and offered her a replacement handle along with a pack of W3 brush heads. The replacement order was delivered to ****************** on 06/25/2024.

  
  Please advise them to call our ******************** 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 provided to them 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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩