1 question from our users
I have just purchased a Philips Avance HD9742/93 and upon unpacking, I noticed that the "splatter proof lid" was missing (indicated as included on documentation). I initially contacted Myer online (where I had purchased the item) and was advised that I would need to return the entire product in its original packaging and they would send out another, or I could contact Philips Customer Care, which I did. That contact was made ten days ago and only today, after calling Customer Care (located in the Philippines) again, I was provided with a tracking number and an projected arrival date of five days from now (note the shipment is simply Melbourne/Thomastown to Brisbane). Throughout the process of trying to get the missing part, it has become increasing evident that aside from their health care arm, the only true Philips presence in Australia is their product line distributed by third parties such as Myer, DJs, Good Guys, etc. This has been further frustrated by the fact that both part/accessory numbers, if the parts/accessories are actually available in the Australian market, are inconsistent with the publications put out by Philips itself. I fully understand the transition to a more global market is and will continue to grow but I am also concerned that this has allowed the providers of products and services such as Philips to compromise the level of customer support they attach to their brand. Unfortunately, this is not a new experience with Philips as I also own one of their oxygen concentrators and the experience of after sales support has been no different.
So, here is my question:
At what point does one give up on a particular product brand when availability, timeliness and accuracy of information are compromised by the established business model?
3 months ago purchased the Phillips XL and more recently the Phillips XXL. I wasn't aware of an " splatter proof lid" for either of these models of air fryers. I am currently (as of 23/8/2019) in contact with Phillips regarding access to a cash back offer on the newly purchased XXL. I have set up the Phillips account as required to access my cash back, but the email verification for my Phillips account in order to access the cashback isn't working. I am receiving feedback from Phillips regarding my problem, but having been re routed a few times to the promotions team and their IT team and back again, and, after over a fortnight of trying I am giving them another 48 hours before contacting consumer affairs in my state. Other than the issues with the cash back I am very happy with both the XL and the XXL. Between purchasing my XL and the XXL , I purchased two Aldi units, both of which failed at first use, and a Smith and Nobel, which has since failed as the handle doesn't lock in, after a month of use. The Phillips Air fryer is a far superior product, to any other air fryer on the market, but I am becoming concerned that their after sales service is lacking. Contact isn't easy and you get re routed, and fobbed off. What a shame as the air fryer is a great product.
Hi there, we very much appreciate you sharing your honest thoughts and experiences here. We do regret hearing that they have not been the best ones, though. Of course, things are not supposed to go down like this, and we apologise for the fact that it did. We will make sure to share the feedback with the concerned team, so they will be able to look into it and learn from it as well. As for the matter you experienced, it sounds like the lid is on its way to you now, correct? In case you have further case specific questions, you can always get in touch with our colleagues via 1300 363 391. Once again, thanks for taking the time to share your feedback.
The Philips Australia Team
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