While this is obviously a very subjective question, let me sum up my grievance:
Bought a 32" tv a year ago. Great all around. Consumer Reports’ #1 TV. A year later I buy a dvd player and hook it up only to find the channels that you have to turn to to watch it (AV1 or AV2) have faint grey verticle bars going down the screen. Very noticeable during darker parts of movies. Unplugged the player/cable tv, the lines are still there.
After looking around on line I discover that other people have had the same problems with this set and other makes by the same company (Philips), which have been fixed in more recent sets, apparently.
So I want the thing replaced. They won’t do it. I have to TRY and have it fixed it first. Which, by the testimonials I’ve read on line, doesn’t end up working. It will, in the end, cost me about 200 dollars to fix though, in labor (parts still under warranty). After which if it doesn’t work they’ll replace the TV.
From everything I’ve heard, this is a “manufacturers defect”. Something that’s wrong with the set straight out of the factory, that probably should’ve been recalled, but wasn’t.
The one-note-song-Philips-people refuse to help me, stating that they no nothing of this problem. Even though my repair guy received a premade kit to fix it from them. (It didn’t, they’re sending another, more expensive kit)
So I file with the BBB a formal complaint on line about the TV, asking for help. Haven’t heard back from them yet, though it’s only been about 8 hours (I was expecting an “email receipt” of my complaint). I’m going to call tomorrow.
So do you think I’m screwed? Will I end up paying gobs of money to fix something that was inherently wrong with the set?
Or will the BBB actually be able to slap Philips around for me? When I mentioned that I posted a complaint to one of the Philip’s supervisors on the phone, he didn’t seem much phased.
Any suggestions on a further course of action?
As nice as the phone is for trying to get things to work, if you already think that nothing will be done, write the company a letter that details the problem and tells them that you expect action and have complained to the BBB.
Include a list of greivances, and a log (as best you can remember) of all conversations you have had with them.
Make photocopies, and send it by return receipt mail (so they have to sign for it).
Standard operating procedure will be to deny that the problem, your complaints, and everything else even existed as long as possible, in the hopes that you will give up. You need a record of what you have done.
manhattan, just read your Moderator’s Notes thread.
Perhaps this thread would be better served in IMHO?
Feel free to kick it over if yer so inclined. I’d hate to see it vanish without getting a few more replies, as I’m really stumped on this one.
First of all, you need to realize that the BBB is a trade organization of businesses, not a consumer action group. Don’t expect Ralph Nader to come to your rescue and sue Phillips.
The BBB has very little power over companies that are not part of its organization. That is why they suggest that you look for BBB companies before you make a purchase.
If Phillips is a member of the BBB, there is a pledge from the company to work with the BBB in arbitrating your dispute. Don’t be too quick to think the BBB is taking your side, remember that Phillips is the dues playing member here. The BBB does have contacts within Phillips and will get your issue addressed by the proper people in the company.
However if Phillips is not a member of the BBB, there is little recourse the BBB can take apart from creation of a file on the business and noting your dissatisfaction. They may contact the business on your behalf, but it is not with the altruistic effort of helping you, it is more of an effort to sign the business up with the BBB.
The means to which I’ve pursued getting this resolved have been mostly through their 1-800 customer service number.
I’ve also had the repair guy who’s been working on the set try and reason with them. I guess the next step is writing real honest to God letters to the president of Philips.
I also filled out a complaint on their “web-chat” page two weeks ago and never heard anything back (even though you’re “garaunteed to hear back within one business day”)
I’ve also filed with the BBB as stated in the OP.
Though I’m skeptical of how that’ll pan out.
The BBB is pretty weak when it comes to arbitration, especially from a brand name. When you’re a plumber, it makes sense to keep on the BBB’s good side. When you’re an electronics manufactuerer that turns over billions in profits every year, who the hell cares if one dinky state’s BBB is on your case?
I’d put the fear of God into the customer service people. Get names and unit numbers of every customer service person you talk to. Keep this information in a journal, along with dates and times you spoke to them. Keep all conversations with the repair guy in there, too, along with all consumer reports from the net citing this problem. If they continue to pull this “we’ve never heard of this problem” bull, demand to speak to their supervisor. Call them daily. It’s their 800 number, not yours. End every call by restating the CDR’s name back to them. If you find one that honestly seems to want to help you, keep calling them. You have thier name and unit number, request to be transferred whenever you call.
Trust me, the more of a pain in the ass you are, the more they are willing to get you out of thier face. A few hundred bucks or a new TV is NOTHING to thier company, and you know that. Fight the good fight, my brother.
I pressed the send button too soon. Do you have a friend who has press credentials? Have THEM call the customer service line saying that they are in the room with you, and that they are doing a story on service from large corportations, insurance companies, banks, and manufactuers, and could customer service please transfer them (friend) to whomever deals with the press? This might also work if you have a friend who can lie quite well.
Write a letter to consumer reports online. See if they have heard any stories about dealing with Phillips.
One other thing I forgot to ask you. Are you in the USA ? If so what is the nearest major city to you ?
(ok, thats 2 things.)
If possible I’m going to try to get you some assistance on this.
Mojo! I would be all sorts of grateful for any help.
I am a US citizen and live right in the (semi) major Kansas City, MO.
To Swiddles and friends, thank you for all the suggestions so far. “Unit numbers”, eh? I’ll remember to ask for that.
I was dealing with 2 different people yesterday. One woman was rather nice, all things considered. The other guy, total one-note bastard. Of course I only thought to get HIS name.
Did I mention that they wouldn’t give me a normal phone # for the service department? Only a 1-900 one that would charge 2 dollars a minute to ask more specific questions about the TV’s problem
Please keep the suggestions coming. Help me fight “The Man” which is Philips Electronics.
Chill there Serious. ‘The Man’ is here to try to help you out. Shoot me an E-mail at KP235@AOL.COM. I’ll need to get some info from you so I can forward it to the regional tech manager and get him involved.