Philips Series 9000 SensoTouch Questions & Answers

Hi there, Thank you for bringing this matter to our attention. We'd be happy to look into it and provide you with a solution! If you need further assistance, feel free to call us at 1300 363 391 (AU) from Monday to Friday, 9:00 am - 5:00 pm AEST, or at 0800 658 224 (NZ) between 9:00 am and 5:00 pm from Monday to Friday NZ local time. Your questions and concerns are important to us, and we're here to help. We hope to speak to you soon! Best regards, Philips Consumer Care

Hi Amrick, Thanks for your question regarding the Philips Shaver. We are sorry to hear that you are not pleased with the performance of your shaver. Please note that we recommend that you not press the shaver too hard against your skin. Only apply gentle pressure that makes your facial hair stand upright and makes it easier for the shaver blades to catch and cut them. Gentle pressure also reduces friction between the shaver and your skin, resulting in a more comfortable experience.

To get optimal results from your shaver, make slow, circular movements with the shaver over the face. If you have not shaved for a couple of days and have a heavy beard, it is a good idea to trim your beard before you start shaving. This technique also helps reduce shaving time.

We hope this is useful to you. If you need further assistance or if the issue still persists, please feel free to contact us at 0800 658 224 (NZ) from Monday-Friday, 09:00 am-09:00 pm, or 1300 363 391 (AU) from Monday-Friday, 07:00 am-07:00 pm EST.

Kind regards, The Philips Australia Team

Hi, Karoly. Thanks for reaching out to us regarding our Philips Series 9000 Shaver. We are sorry to hear the menu button is not responsive and hope we can help! Kindly check that the protective foil on the menu display has been removed, and then try again. If you need further help, we'd like to refer you to our colleagues for more information. You can reach them directly on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST. They're always happy to help! Kind regards, The Philips Australia Team

Not from what I could see. I had a similar problem. More power for the shaver means less battery life. These shavers need much higher capacity lithium ion batteries.

Hi. Thank you for sharing your feedback with us and bringing this into our attention. Unfortunately, you cannot switch off the lights on your device. However, we will definitely pass your suggestion on to our product development team for future improvements.

Kind regards, The Philips Australia Team

Wrong, read the USA site - When your shaver is turned on, pressing the main menu button allows you to switch between the three Pressure Guard sensor settings. The lights will go off when one is selected. So much for Phillips knowledge of their own product! Saves battery, yuppy idea again a waste of effort!!

Your feedback has been noted. Should you have any additonal input, feel free to contact our colleagues. You can reach them directly on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST.

Kind regards, The Philips Australia Team

I have returned the shaver and got a refund not woth it

Hi there, Howard. Thank you for reaching out to us. We're sorry to hear that your shaver is acting up, we'd like to investigate the issue with you. We'd like to refer you to our product team for help. You can reach them directly on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST. They'll be happy to help.

Kind regards, The Philips Australia Team

I have returned back my shaver and bought a cheap one for $60 on amazon,

That's not answer to my question

Hi David, Thanks for your question here. Unfortunately we don't quite know what settings you mean. Therefore we think it would be best to contact our product team directly for this question. You can do so at 1300 363 391: Monday - Friday: 09:00 am - 05:00 pm EST. They will be happy and able to help you out with this.

Kind regards, The Philips Australia Team

I contacted your phone number, spoke to a lady, she said you would replace the charger . She said she would send an email this has not happened. Starting to think I have bought a dud.

first of all, I have bought one and then returned it and got a refund but my problem with the shaver it was snitching the hair, now for your problem did it come with a flat charger where you place the shaver on? here is a link to what you should get: external link 

Hi there, Peter. We're sorry to hear that you are having trouble charging your new razor. Are you sure the charger is compatible with the razor? To find out which charger is compatible with your razor, please call us for further support.

You can reach our product team directly on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST. They'll be happy to help.

Kind regards, The Philips Australia Team

The charger was supplied with the razor. The charger originally charged the razor without a problem. I would say the charger is broken and should be replaced. Phillips would not be my choice of razor again if you have problems as quickly as I have.

We appreciate your feedback, Peter. We're confident that our team will reach out to you shortly to follow up on assisting you. Feel free to reach out them again if you'd like an update.

Kind regards, The Philips Australia Team

Hi there Peter, we're sorry to hear that your shaver is till having problems. It is possible that your Philips Shaver is damaged to such an extent that the motor cannot run anymore. Our colleague send a mail to you. Have you checked all your inboxes (even junkmail)? If you still haven't received the mail, please contact our product team directly on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST. They'll be happy to assist you.

Kind regards, The Philips Australia Team

For crying out loud the razor runs ok but the charger is not working. Can you please send me another charger . 111 Gardincourt Drive Henty 6236. The battery in the razor is getting flatter ( red light blinks to indicate this) the charger just will not charge it. It was only purchase in late December and I should not be having these Robles.

Hi Peter, and sorry for the delay. We would like to ask you to try and contact our local product team again. Maybe something went wrong during the process. Please let us know if you need more assistance after contacting them.

Kind regards, The Philips Australia Team

I have received an email telling me the charger is on the way. Are you telling me now this is not the case?

Hi Peter, and thank you for your patience. If you received our email regarding, then you can be sure that we've sent it. Please keep in mind that the delivery can take longer than usual at this moment. Again, thank you for your patience. If you have more questions, please contact our product team. They'll gladly assist you.

Kind regards, The Philips Australia Team

I have been waiting for months to have a faulty charger for my razor to be replaced finally today I get the charger and it is one for some other country and not Australia. I can not believe the incompetence of the Phillips support team and your non existence customer support. Could you PLEASE send me the charger for my 9000 series razor that uses the Australian plug. My patience has worn out and after this my next centre for support will be the consumer affairs department. I suggest that the people in your support department have not got a clue. Why send an Australian customer a charger that is for another country. I would highly recommend anyone wanting an electric razor to go to another country and do not buy Phillips.

Hi Peter, Thanks for your message. Sorry for the apparent mistake that was made. Could you call our product team as soon as possible to let them know of what has happened? This will speed up the process and help us in helping you faster. You can reach them directly on 1300 363 391 (Australia), from Mondays to Saturdays: 7:00 am - 7:00 pm EST. They'll be happy to help.

Kind regards, The Philips Australia Team

What is there to discuss, you know the problem I need a replacement charger for a series 9000 razor. I was sent one for some other countries power system. I need a charger to suit the Australian power grid. You know my address as you have sent the wrong charger to me. I don’t want to talk about anything I just want your totally inefficient team to send me the correct product. I can’t believe how I am being messed around, I have rung shaver shops to see if I can purchase a charger and they all without exception just laugh and say that’s Phillips for you. Great reputation for you to have. Now please no more discussion just send a charger to suit the Australian power grid. Thank you.

Hi Peter, and thank you for your patience. We will send you a new one with the correct AU plug type. If you have more questions in the meantime, we'd like to refer you to our product team for more information. You can reach them directly on 1300 363 391 (Australia), or 0800 658 224 (New Zealand) from Mondays to Saturdays: 7:00 am - 7:00 pm EST. They'll be happy to help.

Kind regards, The Philips Australia Team

The shaver fell apart. I can't post photos

Hi Stefan, thanks for reaching out to us. We're sorry to hear that your shaver stopped working this quickly. For assistance, feel free to contact our product team via 1300 363 391 (Monday - Friday: 07:00 am - 07:00 pm EST). Our colleagues will gladly assist you!

Kind regards, The Philips Australia Team

Hi Franco, Thanks for flagging this here. That doesn't sound quite right, and we'd like to have a closer look into this for you. We recommend reaching out to us directly on 1300 363 391 (Mondays to Fridays: 9:00 am - 7:00 pm EST) for Australia and 0800 658 224 (Mondays to Fridays: 9:00 am - 5:00 pm) for New Zealand.

Looking forward to hearing from you. :)

Kind regards, The Philips Australia Team

Honestly, I don’t think my next shaver will be anything other than a cheap one as a mate bought one off eBay and it works better than my pricey Philips.

The power cord should have been included but keep in mind that only one cord comes with the purchase. It fits both the cleaner and the shaver.

Hi, Justin. Thanks for your message. We're sorry to hear that you've issue with your shaver. We can imagine how inconvenient this must be for you as the cleaner isn't switching on. Could you please reach out to us on Facebook/Twitter, so we can have a look for you. You can also reach us directly at: AU 1300 363 391 or NZ 0800 658 224. We look forward to your response.

Kind regards, The Philips Australia Team.

Hi Winnie, Thank you for your interest in our shavers. You can find the difference in the specifications of our shavers, via this link: external link . We hope this helps! If you have further questions, please feel free to contact our Consumer Care team on 1300 363 391 (Mondays to Saturdays: 7:00 am - 7:00 pm EST).

Kind regards, The Philips Australia Team

Hi Klaus, thanks for sharing your question with us. That shouldn't happen of course. Our product team would gladly take a closer look at it for you. Feel free to reach out to us on Facebook and/or Twitter (@PhilipsCare) for further assistance. Alternatively, you can contact our support team by phone on: 1300 363 391.

Kind regards, The Philips Australia Team

Hi, Thanks very much for your answer. I will now contact the seller to see if they can replace it. Thanks again. Kind Regards Klaus

Hi Alex, Thanks for your question. How unfortunate that someone stole you SmartCleani unit, but maybe we can help you out with this. Could you try to follow the steps on our Philips support website, which can be found here: external link . There are some instructions on how to manually clean your S9000 series shaver. We hope this helps, and you can go back to enjoying that nice freshly shaven feeling soon. If you have any other questions, don't hesitate to ask.

Kind regards,

The Philips Australia Team

Hi Gazza, Thanks for your question! You could find some instructions on how to properly maintain your shaver over here: external link . Please note that you don't have to disassemble the shaver head after every use. We'd recommend doing that once every week if you're shaving daily. :)

Kind regards,

The Philips Australia Team

Hi Jim, thank you for your message. The liquid itself shouldn't hurt the SmartClean nor the shaver itself. If you'd like this occurrence with us further, please contact us on 1300 363 391 (AU) or on 0800 658 224 (NZ).

Kind regards,

The Philips Australia Team

If the Cleaning fluid did not cause the motor shaft to corrode what did as no other fluid was used within the SmartClean Unit. The unit is scrap as I doubt you could get a new motor, I have ordered a new unit but obviousley I do not want the same problem to occur.

I have pictures of the motor if you would like to see them, send me your e-mail address

Hi, I’d like to add my problem and the solution - to the topic, in hope that someone could use it. The fluid intake motor just stopped functioning after a couple of years of frequent usage. There was nothing that could be done (re-set, re-start, phone calls etc.). Then I took a sneak peek without disassembling the unit, just pressing it down halfway to half closed position gave me the access to the bottom of the motor (need a bright flash light too). I could see the white plastic impeller inside, through the opening on the bottom of the motor. I used the tiny metal pointed object to push the impeller pedals (so tiny) to move (as it normally rotates). I felt some resistance initially because of the fluid and washing cycles made it stick (goo like). Guess what...now it works as new. I fixed it in under 5 minutes. DIY.

Hi there. Thanks for your question. We're not entirely sure which light you mean, but it might be the indicator to change your cartridge. It is recommended to change this ones every three months, so if you haven't done this in a while we'd like to ask you to give this a try. If there is still lights on that shouldn't be, please contact us so that we can investigate what's going on. You can find us on Facebook, Twitter (@PhilipsCare) or via any of the options mentioned on our contact page: external link . Kind regards, The Philips Australia Team.

thank you for your reply. the light is "rinse" light. once I plug the power, the light is on no matter if the cartridge is new.

I have the same problem with my smartclean system. The drying light is permanently on and I have changed the cartridge. What can I do?

Hi Abiodun, thanks for reaching out here. Could you have a look at the following troubleshooting page: external link ? Hopefully, you'll find the answer there. Should you need further assistance, don't hesitate to reach out to us through 1300 363 391 (Mondays to Saturdays: 7:00 am - 7:00 pm EST).

Kind regards, The Philips Australia Team

Hi Jake, That's a good question. Our colleagues would love to help you find the piece you're looking for, so we suggest you reach out to them by calling 1300 363 391 if you're in Australia or 0800 658 224 if you're in New Zealand. By the way, what do you think of the shaver? Are you enjoying it? We definitely hope so! :)

Kind regards,

The Philips Australia Team

I think the shaver has been a waste of money and the backup is useless. I spoke to your 130o number, got a foreign person who was hard to understand who said “ could she send me a charger with an American plug..... duh I am in Australia.” Wish I had never bought it.

Hi Brent. Thanks for asking your question here. We recommend replacing the cleaning cartridge from your Philips SmartClean system when the arrow symbol on your device flashes orange or when you are no longer satisfied with its performance.When used weekly, the cartridge should last around three months. When used daily, the cartridge should last around one month.

If you see the orange replacement icon flashing on your SmartClean station but there is still some fluid left inside the cartridge, please still replace it. This level of fluid is insufficient for the SmartClean to perform effectively.

We hope this helps!

Kind Regards,

The Philips Australia Team

Thank you. I only use the cleaning cartridge roughly every 2nd charge and I have "inspected" the fluid level periodically. So my question remains unanswered... Does the cleaning unit simply "count" activations (and therefor have the count disrupted if I open the unit)? Or does it somehow "sense" the *quality* of the fluid each use? I just looked again; the fluid level is more than 50% full (not sure how full a new cartridge is). Is fluid actually "consumed" by cleaning? Is this how the unit knows the cartridge should be replaced?

I appreciate your help. I'm actually in Canada, but the .au site was the only place I could easily see to ask this question. THANK YOU! As an aside, you might wish to suggest to head web-office that they could make questions easier to post, regardless of country. Further, I'm sure a lot of questions are "universal" and there ought to be a central site for customers to check, regardless of where they live. Maybe centralize it in Australia since you are already good at international relations!!

Thank you again. Brent

Hi Brent.

Luckily, there's easier ways to get in touch with us. Could you kindly reach out to us one of our social media pages? We'll be able to assist you much better there.

Kind regards,

The Philips Australia Team

Just stripped down my unit found there are two probes which go into the solution when you close it. These probes sense when they are immersed in liquid.

Jim, Thank you!!! That is *exactly* the answer I was looking for. More to the point, that is exactly the *kind* of answer I hoped for. Pity it didn't come from Philips right away.

Hi Brent

If you want any pictures of the unit send me your E-mail address.( jim.ted.duggins@gmail.com)

Regards

Jim

Jim, thank you. But pics are not necessary. My concern was that I might have broken a "timer" or something. Since the probes measure the "replace" threshold in real time, I have no worries. Again, I appreciate the answer you gave that Philips *should* have provided right away. Perhaps they ought to hire you!

PS, you answered September 13. I received email notification of your reply today, September 21 late in the day. I think that Philips ought to reduce the granularity of this system. By a factor of 8 or so!

Can’t help you. I have stopped using the Phillips 9000 and gone back to straight razor. In my experience the electric razor got dull after 6 months and for me would not cut very well. Maybe I got a bad patch of wheels but I refuse to buy new ones at $80, they were supposed to last 12 months.

Hi there, Andy. Thank you for contacting us here regarding your question. We took a look at the user manual and it says that the symbol means that you have to replace the shaving unit. For maximum shaving performance, we advise you to replace the shaving unit every two years. Please take a look at page 8 of the user manual as well: external link . We hope this has been helpful, otherwise please reach out to us again.

Kind regards,

The Philips Australia Team

Sorry but I can’t answer your question because after 7 months I have stopped using the Phillips 9000 and gone back to a straight razor. In my case the electric razor worked great for several months but in 6-7 months the electric razor appeared very dull and it took me more time to shave with it than if I used a straight edge.

Hi Saeed, thanks for your question. We can see that you'd like to keep your luggage minimal when traveling around You certainly can keep your 9000 Series clean without the Smart Clean, as it's an optional accessory. However, using the smart clean stays the best option for thorough cleaning. In the manual you'll also find instructions on how to clean the device well without the Smart Cleaner: external link .

If you have any other questions, don't hesitate to let us know. :) We're also available on 1300 363 391, or through external link .

Kind regards,

The Philips Australia Team