This is a post in my series of articles reviewing customer service from different companies/organizations.
A few days ago, I got a problem with my Philips Fidelio HTL7180 soundbar as it kept making buzzing sounds even when I turned off all audio sources. I believed this is a defective product and I contacted Philips twice to ask for a solution. This is what happened.
Online Chat
I contacted Philips via its online chat tool found on this page. The tool is available from 9AM to 9PM EST on Monday-Saturday and 9AM to 6PM on Sunday. At first, I thought this tool is abandoned. I accessed the online chat at 12:30PM on Tuesday and I had to wait 13 minutes for a Philips agent to respond. After understanding the issue, he guided me to try resetting my soundbar. As it still didn’t work, he gave me a phone number and said that I could call to ask for a replacement.
The whole conversation took 23 minutes. The agent is a little slow in responding to my messages, but he offered a good solution anyways. Philips has the very awesome Advance Exchanged Warranty Program for their products. I’m qualify as my soundbar is still in warranty. With the replacement program, I would receive a replacement within 10 business days. After I receive the unit, I will need to return the defective unit via FEDEX with prepaid shipping labels included in the replacement unit. This process requires a Credit/Debit card and I have to call to continue.
Wait time: 13 minutes
Responding time: Slow
Representative’s attitude: Friendly and helpful
Problem solved: Yes
Phone
I made the call to the given number 1-866-309-5962. I was quite impressed with how fast it was to reach a representative. The answering machine just asked me to choose a language (English or Spanish) and then I was transferred immediately to an agent. The agent collected information of my debit card and then put a $1.00 authorization on the card to ensure the card is active. In case I don’t return the original unit, I will be charged for the unit. The replacement program is amazing and I still can use my system while waiting for the replacement.
I was kept on hold for a few times (8 minutes in total) so that the agent can verify my information. Otherwise, everything was very fast and smooth. The whole conversation took around 22 minutes.
Wait time: 30 seconds
Responding time: Average
Representative’s attitude: Friendly and helpful
Problem solved: Yes
Overall, I think Philips has a very good customer service and I have no problem to continue using its products. If you have any issue with Philips’ products, I’d recommend you to make a phone call because it is much faster.
Do you have any experience contacting Philips’ customer service? You can give your own rating below, and make sure to leave a comment.
TechWalls Rating
Wait time - 7.5
Responding time - 6.5
Attitude - 9.5
Problem solved - 10
8.4
Good
A little slow but very helpful.
Disclosure: As an Amazon Associate, I earn from qualifying purchases. The commission help keep the rest of my content free, so thank you!
Romeo Zeneli says
Absolutely sh** I got a two years warranty on my tv it 55 ich and i have only had for 13 months and they won’t come change. The customer service absolutely rude they a bunch of. Pricks they need retraininng and I will be take into law action PHILLIPS YOU NOBS NEVER BUY ANYTHING FROM THIS BRAND
Jinesh Shah says
worst customer and after sales services. Company is not responding to complains after visiting. Simply took visit fees and run away.
#fraudcompany #philips #worstservices
Steve Gurian says
DvDs from Philips 100 pack 16Xdvd-r won’t write on 4 dvd writers. Contacted company by email. Don’t reply.
Hayley Payne says
Literally the worst customer service I have EVER experienced. We returned a faulty mens shaver and we are still waiting for the refund. Every time we do what they ask they come up with another hurdle to jump over. And now they ask me to do their job for them and send them proof that Royal mail returned the product. Surely they must have a system in place which means they track returns. Staff talk over you and are so rude. Avoid at all costs!!!!!