Honestly, they don’t owe you a fucking explanation of where they are based, and why does it matter so much? Would Martinique be OK while St. Croix was unnacceptable? Coty? Address? Lat/Lon?
Also, how high on the food chain do you think you have a “right” to? Director of customer Service? VP of CS? President of Caribbean operations? President of Global ops? CEO of Philips? I really think you are mad for the wrong reasons here.
Stop obsessing about their location and get your fucking DVD fixed!
Actually, Deva, please note that communication problems such as accent or use of english have not been mentioned by the OP. Only that he couldn’t talk to anyone higher than a supervisor, and that they wouldn’t tell him which island they were from. That makes me think that more than language is the problem here…
ding ding ding, you got it! The problem was I couldn’t get someone to do anything about the problem I called about.
I couldn’t care less if it was someone in Atlanta, Los Angeles, Moscow, Tokyo, or Warsaw. Just help me with my issue about your product and I’ll gladly hand over hundreds more. Problem is, it didn’t happen
language is the problem?!? read the Op again s…l…o…w…l…y.
um, when they ask me for my name and social security number I have every fucking right to know what country they are in. Especially when I ask for supervisors and get “they aren’t available right now”
Yes, Duffer, I understand they were from the Carribean, but that’s not what I want you to explain. For the record, you can type more than 1 thing in a single post.
It was the “monkeys” comment I took issue with. You weren’t complaining about them being unable to give service, just about them being from the Carribean. That + “monkeys” looks damn racist.
If I’m seeing racism where there is none, my bad. But unless you believe Carribean “monkeys” are unable to fix a CD player, then what the hell are you complaining about?
Well, did you actually ask “Which country in the Caribbean are you located in?”, or did you simply ask “Where are you located?” I would assume the latter, based on your previous post:
Now, if you actually asked them directly which island they were on, that’s a different story.
And it’s entirely possible (in fact, it’s extremely likely) they they couldn’t do anything about your problem. They gave you all the options that were available for over-the-phone troubleshooting (power cycle, hold down eject button, etc.) Anything further would require someone to actually look at the physical equipment, which they sure as hell can’t do over the phone.
Argh. Yeah, I read the OP. I understand clearly that language was never brought up as a complaint. I brought it up myself. I made a conjecture on the possible reason for Phillips inability to help you. I doubt they absolutely refuse.
Not to mention the higher up the supervisory chain duffer goes, the less likely it is he’ll encounter someone who could help him with a technical malfunction.
I wanted to chime in here as I have some knowledge of the inner workings of Philips, specifically the service end.
I’m 99% sure your DFR1600 has a bad DVD CBA. (Circuit Board Assy.) This is the board you see when you take the small cover off of the bottom of the unit. In some cases you will see a small part burnt toward the rear left of the board. That killed the operation of your drawer motor. Even if this isn’t the case, another fault on that board is causing the problem. I own a couple of these and have repaired many. The bottom line is, this board must be replaced as an assembly, and the cost of replacing it usually exceeds the cost of a new unit. Sorry.
The CSR’s you were speaking to were in Jamaica. The task of operating the help desk was sub contracted to a company down there a couple of years ago and has been a headache ever since. You are not the first to refer to them as monkeys. This is no slight on their nationality, (Damn, some people are just looking for shit to be PC about) but it is an accurate description of a group of folks who are assigned to answer tech. questions, with nothing but a script to answer them by. They have no resource to escalate a call to a supervisor even if they wanted to, and they have nothing more than a sales training of the product. The language barrier doesn’t help either. I actually feel kinda sorry for these folks, especially if they care about their jobs.
Until recently, Philips had a national service network in the United States. We, er…, they would have been more than happy to assist you especially considering your unit was only a couple of months out of warranty. That network, sadly, no longer exist.
Someone earlier in this thread asked why a Dutch company would provide service in the United States. I believe that a company marketing goods should provide service their target market, but apparently that’s just me. Anything short of that is a product of ‘Dumbing Down’ the consumer, which is an entire different rant.
Philips had a world class service organization here in the US, however they have decided it is no longer needed. I wish I had something better to tell you, but unfortunately I don’t.
UncleBeer, got very close to that. But, alas I did something right and it now seems to be working. Still gonna replace, though, I don’t need this stress and I can’t seem to get any Valium to keep a level head in such cases.
Lambchops, I use the term monkey A LOT when referring to idiots, assholes and the like. You obsessing about the word being applied to all blacks (which I don’t do) really shows us who the racist is.
Also, I’ve seen some bad things about Sony. Any ideas on what to look for in the next HST? I know Denon makes some great electronics, but never heard of their HST’s. And please limit it to under $1000. I don’t need a Hollywood star type system.
BTW, just to clear this up. The term “monkey” as I use it was inspired by the movie “The Usual Suspects”. In it there’s a scene where Kevin Pollock says to the interrogators something like, “That’s brilliant! Did you come up with that yourself or do you have a group of monkeys working on this?”
I certainly never meant or implied anything racist, but if that’s what you get from it, well…
