Philips HDRW 720/17 DVR

Philips HDRW 720/17 DVR

October 3, 2005

Philips Electronics I purchased this unit new from an authorized Internet reseller. After less than 3 weeks the unit began losing its setup memory which also erased the TV Guide programming. After three episodes over an 8 week period I was given an RMA # and told to ship it in. After 6 weeks the unit was returned - IN EXACTLY THE SAME STATE AS WHEN I SHIPPED IT TO PHILIPS - in other words they did NOT repair the unit. I called and went through the Customer Service BS again, was escalated to the Customer Service group where a great guy named Scott tried to help. He had an RMA# re-issued and told me that Philips would re-imburse me for the shipping this time and he would attempt to expedite the repair. I shipped off the unit for $27.00 on January 10 and started tracking after the 5 week "repair time" window was up. After 5 MONTHS they claimed to have shipped the unit to my home address - no unit ever appeared here. After another 10 +/- days they agreed to ship a new unit that they said they would provide with a new Warranty to offset the fact that they were in possession of my original DVD longer than I was!!! June 22 a new unit arrives at my office and someone signs for it. I am out of the country on vacation. July 6 after returning home from vacation I setup the new unit. On July 18 the this new unit FAILS EXACTLY as the last one did! I called to start a new series of calls to no avail. I decide to live with this problem. The unit fails again on August 4, August 26, September 6. On October 2 the unit now has a new problem. The TV Guide shoes "no listing" for every program slot!!! I call for service and am told that, under the circumstances, I should call the same people I dealt with previously but am given a Ref. #. I call first think Monday, October 3 and am told that since I purchased the original unit last September the warranty is no longer valid. When I try to explain that the new unit was issued with a full new warranty I am told that there are no notes in my file to that effect and that they will repair the unit at the depot at my expense. I ask to speak to the folks that I dealt with the first time around. I am told that Scott no longer works for Philips (smart move on his part) and that Kelly Hatfield, the CS Supervisor that finally agreed to ship the replacement unit "no longer works in the CS area." I am also told, by Tara, that she is the end of the food chain, that I cannot escalate this and refuses to give me the name(s) of people that she reports to, etc. So, after 13 months since my investment of $650+ in this Philips unit. I have actually had it in my possession less time than Philips had it and now it is an expensive boat anchor. I, for one, will NEVER buy another Philips product as long as I live and will see to it that as many people as I can possibly reach out to do the same. Philips has no customer support, does not care to take care of its products after the sale, and miss leads its customers. Howard Click this link to e-mail the message author: Email User