Philips Sonicare - Rotten customer service

Posted on Thursday, January 17th, 2013 at 11:51am CST by b95bc641

Product: Sonicare toothbrush

Company: Philips Sonicare

Location: US

URL: sonicare.com

Category: Consumer Electronics

On January 1, 2013, we replaced our toothbrushes for the Sonicare, as we always do every six months. The new brushes were very difficult to insert and to remove, but we thought that both would loosen up. This morning, 17 days later, the stem on the handle came out, along with the brush attachment. We understand that the three year warranty for the handle is six months past due, so we will replace it. However, customer service had no interest in the problem caused by the brushes. They were not interested in having them returned for inspection, and refused to replace them because we had not notified them of the problem immediately. Even though the brushes are very expensive, they "are not under warranty". A supervisor would not budge, and when she contacted "higher up", they agreed with their customer policy of "no warranty" so no action. We could leave a call-back number, which we did not do.

This company has a great product, but their customer service is the worst that we have ever encountered. There is no email contact either, so this business will probably never know that this complaint was posted.


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