Philips Sonicare Warranty Replacement Problem

I purchased an Elite model 9500 and had to have it replaced under warranty because the on/off button fell out. The replacement I was sent was the R710. This has only one brush head and no cord storage. The 9500 had two brush heads and cord storage in the base. Their R732 model has two brush heads and cord storage.

I explained this to the customer service rep I spoke with on the phone and also explained that on amazon.com, the 9500 and R732 are the same price and the R710 is $20 cheaper, indicating it is not an equivalent replacement for the 9500. I was rudely told that the R710 is better than the 9500 and that I could not get an R732 as a warranty replacement.

So now I have to go out and buy a pair of brush heads to be able to use the item I was sent to replace their defective product, and deal with a cord that is too long. I will never buy another Sonicare product again, and I will be careful to avoid buying anything made by Philips since they obviously make defective products which they refuse to stand behind.

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the number starting with 0 is the date it was made. 080214 is 2008 feb 14th. when you call just make up a number that is within 2 years. i did it ;)

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An internal component broke within the base unit of my Sonicare HX6930 and I called Phillips to see what I could do about it. The representative said that the product is no longer under warranty and that there's nothing they could do about it. I even offered to pay to fix it and the rep told me that because that internal part is broken, the Sonicare is now USELESS.

I purchased the product in late 2008 and expected to last longer than a year and a half. Philips products are expensive investments that apparently are not meant to last long. I used to tell people how good the Sonicare toothbrushes, and promote their product. Now, I'm pretty shocked about the response I received from the Philips' Representative and their lack of customer care, and worse yet, the fact that I was told by a Philips' Rep that my product is now "USELESS".

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same problem here with HX7500 (elite 7500) green power button. mine still works (for now) but the rubber coating over the button is broken and the button appears to be pushed in on the top. love this brush and would like to get it repaired, if possible. don't think mine is still under warranty and don't have a receipt as it was a gift. any recommendations about specific repair places in the usa? somebody mentioned searching "sonic repair" on ebay but i got no results.

thanks!

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Call the company, especially with those numbers on your handle. They are now replacing all elites with high end healthy whites. It is true that the r710 is an upgrade from the Elite 9500, but the accessories are not the same and you do not get as much as the r732. So, now they never send out r710s as replacements.

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They are now replacing the 9500 with r732s :)

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I had the same problem... My original E7300 stopped working so I called them on the replacement. They sent me the R710 with one brush.. now I have to go out and buy 3 more brush heads for the rest of the family...

Thanks for posting! I will switch to another manufacturer since they can not keep their warranty promise

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The power button on my Sonicare 9500 is also coming apart. Thanks for the post regarding the lame duck warranty; I won't bother trying to avail myself of it.

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The on/off button on my Sonicare toothbrush is broken. Model number 070724, HX7500. Any advice on what I can do to get a replacement?