[Resolved]  Philips — Authorized Philips Service Center Overcharging And Hostile

Address:

Mumbai City, Maharashtra

On 22nd Oct 2013 I had called the Philips helpline to order for 2 filter candles for model no: 3890 (light sky blue colour) I was informed that the charge for each filter refill is 625/- and 100/- will be the service charge. It would be delivered to me in 48 hours. The complaint ticket number is[protected]

The following day 23d, I received a call from [protected] that on 24th Oct, the refills would be delivered by 12 pm.

However, on 24th Oct, at 12 pm, I received a call from [protected] that only ONE refill will be given. For 2 refills it will be double service charge otherwise he will not deliver. I called the Philips helpline again and told the conditions that were told to me.

The point is if the service person/technician is coming ONCE to deliver the product why should they charge DOUBLE service charges?

E-Care is the dealer who is coordinating this supply of refills and charging double.

I am looking for the refills and do not wish the technician to install it- JUST DELIVERY of the 2 refills. The customer service executive of Philips call centre put my call on hold and made a conference call to the dealer E-Care. The person from E-care agreed that I should not be charged a double service charge when the person is coming only once to deliver.

After the agreement on 24th Oct, I assumed by evening the refill would be delivered. But it didn't. 25th Oct I called the helpline again to know the status and they said by evening it would be done.

Today is 26th Oct and still I have not received the refills nor has the dealer called to confirm time of delivery.

This clearly shows unfair trade practices and hostility on the part of the Authorized Philips Service Centre. They are not going to deliver the filter refills until they get paid double service charges. They are required only to deliver the 2 refills and not even install it. Yet they will not budge and refuse to deliver despite agreeing on the conference call with the Philips customer care executive as a witness to the conversation.

I have been using Philips water filter for past 6 years and I have requested same order many times and each time the dealers allotted have never been hostile or charged extra. The last dealer was Krish Electronics located in Goregoan East.

It is clear that Philips has no clue about the high handedness of its dealers and overcharging on false grounds. It is not the question of paying an extra 100/- It is the question of cheating. Why should the customer pay double service charge 200/- when the service person is coming once and that too only to deliver?

Philips Helpline Customer Service Department also doesn't seem to care that there is an unresolved ticket[protected] from 22nd Oct where no action has been taken even though the customer has been following up.

Other customers may think- it is okay to pay double and forget about it- but why?
There has no been no terms or conditions whereby a customer cannot order 2 refills at a time. Nor has the Philips Helpline Executives informed the customer that you cannot order 2 refills at a time.
This arm twisting tactic is done at the dealers end who wants to make extra money on the side.

If there is someone reading this complaint, please note that there must have been many customers who may have faced a similar situation like I am and have got rid of the matter by paying up double to avoid further harassment of follow-ups. But please note, this is unfair business practices.

If I do not receive any follow up on this matter, I would be the changing water filter brand because without the refills, I have no use of a water filter. Ecare cannot say that they are out of supply of refills and will deliver one now and the other when the stock is back. Then it is the same tactic of charging 2 times.

If Philips has any other HONEST Service Center in Mumbai city then kindly sent the 2 refills across without further delay.

Thank you