[Resolved]  Philips - 43" Projection TV — irresponsible and highly unsatisfied with their service centres

Whenever you want to buy any consumer product make sure they are efficient with the service support in your town, I had very bad experience with the "Philips".

Dear Sir/Madam,

This is I am writing not as complaint but more than I would like to make you aware of the scenario which can be very much damaged the name “PHILIPS”.

I have bought Philips projection 43" TV (43PP8421/69) along with Philips home theatre system on 23, August 2004, Since last one year I am having problem with my TV.

I contacted to “Sales India” from where I bought and they redirected me to a local Philips authorized service centre which is “Aalap Services”. They said that I have to pay for the visiting charges Rs. 1300 because warranty was over – which I agreed, and than they sent one of their technicians who is completely unqualified and around 20 years old boy who came and seen TV and without even touching the TV asked me to fill-up form which I was denied as he has done nothing and he was not even qualified service person. He even could not recognize the problem and unable to quote me repairing expenses or what it takes to repair. So, I simply called their office and requested to send proper qualified person who can come and at least give me some satisfactory answer and able to pin point the problem and quote me the proper reasonable repairing charges and able to let me know that what time it will going to take to repair it. But than they never responded me back even after several phone calls to them.

After so many phone calls and very disappointed, I was fed-up with them after one of the representatives from Philips “Aalap Services” upfront told me that it will be approx Rs. 30, 000 to repair it, and we cannot tell you the time, it may take one month or more as they do not sure whether they have particular parts in the stock or not. I was very upset with the “Aalap Service” people as they are given me rude replied without checking my TV. Their intention was cleared to me.

I really lost faith from local service people. I am very upset as I have trusted brand "Philips" as a brand name and chosen “Philips” to purchase but I am highly unsatisfied with service centre. After this entire painful struggle, and even against my will I found local repairer to repair my TV – infect I knew it will not going to work as they are going to do try and error kind of job as they are not the authorized trained Philips service persons but I had no choice as my TV was out of order since last 2-3 months now. They repaired it and I was again start using it but again after few months TV was out of working.

Now I was very much upset with the TV problem. So I finalize to call higher authority and I found number of Philips Customer Care – Delhi (India) and I called them I have made first call and launched my complaint with them on 26 June 2008 with complaint Number – 77806 given by one of the representative. As I told them my problem they told me that senior level person will be visiting my place within 24 hours. But no one was visited, so again I called them on 2 July 2008 – there was a different person so I explained it all over again – as usual he also promised me the same. After waiting for 12 days I called “Philips Customer Care – Delhi” again on 14th July 2008 – and person there told me that your service order has been cancelled, I was shocked and very upset. I asked for the explanation but they said they don’t know and just very normally they have re-activated my complaint with the same complaint number 77806 and told me the same thing again someone will at your place “within 24 hours”. Entire month passed, I was tired calling them at last I called again on 4 August 2008 and requested to transfer line to their superior and spoken to Mr. Aargit Tondon, after hearing my history he promised me that he personally take care of the problem till the solution and make sure that someone from local service centre will be at your place “within 24 hours”. But as usual no one showed up. I called him again at 12 noon on 7th August 2008 and asked the person on the line to transfer me to Mr. Aargit Tondon, the guy said he is busy but he will call you back. I waited till evening but he did not called me back so I called “Philips Customer Care – Delhi” again around 5 pm and requested for Mr. Aargit Tondon, guy told me that Mr. Tondon left for the day. I asked to check again but he mentioned me that he just seats next to Mr. Tondon and he is gone and with the same he mentioned that they have contacted Philips authorized centre “Aalap Services” regarding my complaint but they have told them that because of I have repaired it once from unauthorized local technician they can not repair it – I requested them over and over that I am going to pay for it, its not that I am asking for warranty or anything but still they did not listened. So ultimately after spending money on phone calls and making 5-6 calls to Delhi eventually I left with very disappointing, filthy and lousy reply from “Philips Customer Care – Delhi” too.

I heard that all the customer care centers records the conversation between client and the representative for their training purpose – in that case I would like to request you if you people can listen to those recording you can able to find out that how they work and how they response to the client – for whom company is paying fortune to give better service to client to keep “PHILIPS” brand name up to its mark. But I personally think that Philips are wasting their money and spoiling their brand name “Philips” because of such few unreliable service centers like “Aalap Services” – Ahmedabad – Gujarat – India and the “Philips Customer Care – Delhi - India”. Company should take some actions.

Besides my entire group used to suggest me different brands like “Samsung”, “LG”, “Sony”, etc., but since my father time we were using “Philips” Appliances and I grew up watching and listening Philips products. I was very happy and glad as I also brought my choice to “Philips” when I purchased it. But now because of this experienced I believe that my friends were right I should have bought other brand whose customer services and follow-up are more efficient and satisfactory.

I will share this experience with others too. Finally I have decided to purchase Samsung 52” LCD TV. I don’t want any compensation from Philips but I felt that I should share my experience with Philips senior level people. I being my-self a management person I should think that this kind of things are very crucial for the company like PHLIPS.

Thank you,

From one of your past brand lover,

With Best Regards,
Saroj Patel
A-51, Amaltas Apartments,
Behind Fun Republic,
Satelite, Ahmedabad – 380015
Gujarat – India.

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