Philips - do they really care about their customers?

I would like to share one of my worst experiences with ezone. We have been regular customers of ezone since their inception (at Haiko mall, Hiranandani Gardens, Powai). Around December, we bought a Philips music system with a 1 year warranty. Within 5 months that system started to give some problems.

On 26th May, we lodged a complaint with ezone who in turn had informed Philips. On 27th some technician from Philips came to our house and told us that he would get back to us within 2 days. He also promised to send someone to take the music system to their service center – this did not happen. We had to again make a call at the Philips service center and they again gave us false hopes.

On 29th May, we went to the ezone store and spoke to the manager. We told him that it is the responsibility of the dealer to sell good quality products to their customers. We were assured by the manager and his attendants that they would look into this matter personally. But, he disagreed that it was the responsibility of the manusfacturer to give good quality products and not the dealer. This is where E-zone lost a good customer.

He then took us to his office and made calls to the manager of Philips and asked them to take this matter seriously. The ezone manager also promised us that they would keep following up on this matter. I don’t think he meant it – because had he followed up I would not have been making this a public issue.

The next day (May 30th) the manager of Philips called up saying that he would send someone to collect the system. We told him curtly that we would need a replacement because one cannot expect a product to die out within 5 months. He argued that these days Philips had been facing some problems and asked us whether or not we would like to get it repaired. We told him that this was not the way to deal with a customer complaint and he better send someone to collect the system. He said that he would give it to us within 2 weeks as one of the parts was not available. We told him that if a part of a particular product is not available in the market then they better stop promoting/selling such products. After a lot of explanation, he finally agreed to send it to us within 10 working days.

On the same day, someone from Philips came to our place to collect the system. Since then we have been following up with the Philips Customer Care (who don’t seem to care about their customers). They promise to either call us up or send us the system – neither of this has happened.

If Ezone and Philips are in the market to serve their customers then they better see to it that they give a complete solution to their customers. If a product dies off within the warranty period then it has to be replaced. False claims and bad quality products will only ensure drop in their sales and will ultimately lead to 0 sales.

One piece of advice to all the BUYERS– THINK BEFORE BUYING ANYTHING FROM EZONE AS YOU COULD BE FACING A SIMILAR SITUATION. ALSO, I THINK PHILIPS HAS LOST ITS CHARM SO ITS BEST NOT TO BUY ANY OF THE PHILIPS PRODUCTS. SAY NO TO PHILIPS.

This complaint was published in Planet Powai http://www.planetpowai.com/news/2806200905.htm (a weekly local newspaper in Powai). they were kind enough to publish this complaint. Upon seeing this complaint both Ezone and Philips have promised for a replacement - let's see when they fulfill their promise.