Mijn Klacht:
I bought in May 2016 a Saeco coffee machine. After two month being out of warranty it stopped working (no hot water anymore). On 26.06.2018 it was send to the ERC for repair. The Philips customer service asked me to put in the box an application for good will (Kulanzantrag).
For four weeks I didn’t hear anything back. Only after calling them several times in the past week I received today a quotation. Their ‘Good will’ is an offer of 150€ own contribution for me, because the repair would be 260€.
The ladie of the hotline told me what the repair center would do for this price:
– clean the coffe machine
– put in new gaskets
– change the electrical protection
– change the boiler
– reconditioning of the brewing unit
– descale the machine
Many things which are not neccessary to be done on a 2 year old machine. To descale the machine is also not neccessary since we don’t have any lime (Kalk) in our water.
In addition we serviced to machine following the manual. Doing this should have kept the brewing unit in good condition.
The highlight happened today when I had a phonecall with the manager of the customer hotline. After some discussion she appologized for the waiting time of 4 weeks but at philips they have their procedures and she can’t lower my contribution (which is by the way exactly the price of the flat repair PhilpisSaeco offers for this machine and not 199€ I was told when I call the customer hotline the second time).
She offered me than to have the coffee machine being send back to me unrepaired but at no costs for me.
I couldn’t believe this. The customer hotline in Germany (4040 80 80 10 980) didn’t help me at all.
It is to much what I experienced with them to write everything down here.
Can you still call this customer service?
I’m looking forward to get a reply from you.
Kind regards, Hardy Zemke
Gewenste Oplossing:
I want my coffee machine back, repaired and at no costs for me. That is the minimum I expect from Philips after this disastrous support.
(10)
