[BitPlayer]

I’m doing serial number SE for a Phillips Sonicare toothbrush.  They’ve just authorised a replacement but asking for the old device to be returned. They’ve provided a Royal Mail return label and I was going to box them but spotted that the email says “Please use suitable packaging to return your current device. We recommend the use of the original packaging if it is still available. We kindly advise you that the shipment falls under your responsibility.“ I’m sure whether the latter part means they won’t accept responsibility for any items lost in the post etc? Views? Anyone else done Phillips recently? Thanks

[mothered]

We kindly advise you that the shipment falls under your responsibility.“ I’m sure whether the latter part means they won’t accept responsibility for any items lost in the post etc

^ That's exactly what they're referring to. They've provided the return label, so It doesn't seem right.

Navigate to RM's terms and see whether It Is In fact the case.

[BitPlayer]

We kindly advise you that the shipment falls under your responsibility.“ I’m sure whether the latter part means they won’t accept responsibility for any items lost in the post etc

^ That's exactly what they're referring to. They've provided the return label, so It doesn't seem right.

Navigate to RM's terms and see whether It Is In fact the case.

It does seem contradictory. They’ve supplied a RM tracked label, which is ‘on account’ - so I can’t work out how they can put the onus on the customer, unless they’re referring to the packing of the parcel? Of course, if something were to go wrong they can always claim back through RM - but they would need to do this (not the customer) as it’s on account. Very odd.

[PythonRaze]

You can always refer back to the customer service, and reason for an AR (Advanced replacement.) it has been done before depending if you can come up with a good enough reason ofcourse but i would attempt that before moving onto other ways.

[mothered]

We kindly advise you that the shipment falls under your responsibility.“ I’m sure whether the latter part means they won’t accept responsibility for any items lost in the post etc

^ That's exactly what they're referring to. They've provided the return label, so It doesn't seem right.

Navigate to RM's terms and see whether It Is In fact the case.

It does seem contradictory. They’ve supplied a RM tracked label, which is ‘on account’ - so I can’t work out how they can put the onus on the customer, unless they’re referring to the packing of the parcel? Of course, if something were to go wrong they can always claim back through RM - but they would need to do this (not the customer) as it’s on account. Very odd.

Things don't quite add up.

Have you checked Royal Mails' terms as well as Philips?

[BitPlayer]

^ That's exactly what they're referring to. They've provided the return label, so It doesn't seem right.

Navigate to RM's terms and see whether It Is In fact the case.

It does seem contradictory. They’ve supplied a RM tracked label, which is ‘on account’ - so I can’t work out how they can put the onus on the customer, unless they’re referring to the packing of the parcel? Of course, if something were to go wrong they can always claim back through RM - but they would need to do this (not the customer) as it’s on account. Very odd.

Things don't quite add up.

Have you checked Royal Mails' terms as well as Philips?

According RM’s general terns Tracked 24 covers the market value of the item or £100, whichever is lower.

[mothered]

According RM’s general terns Tracked 24 covers the  market value of the item or £100, whichever is lower.

Does your Item fall under any of the above conditions?

[BitPlayer]

According RM’s general terns Tracked 24 covers the  market value of the item or £100, whichever is lower.

Does your Item fall under any of the above conditions?

I’m nominally returning a broken toothbrush handle so not how you’d judge it’s market value. The replacement is valued at over £200 though. I couldn’t find anything helpful of Phillips website about liability for returns.

[mothered]

I’m nominally returning a broken toothbrush handle so not how you’d judge it’s market value. The replacement is valued at over £200 though.  I couldn’t find anything helpful of Phillips website about liability for returns.

I don't have the time to research their operations.

“Please use suitable packaging to return your current device. We recommend the use of the original packaging if it is still available. We kindly advise you that the shipment falls under your responsibility.“

^ In terms of the message above, no doubt you're not the only consumer who's received It, or something similar.

So contact Phillips (obviously using different credentials) as though you're a concerned customer who's received It, change the wording of the message a little, and ask them what It relates to.

[LawDogUSA]

I don't quite get it, it seems straight forward.......the want the broken one back, provided you with a shipping label, and request use the old shipping box if possible, and put the responsibility on you because they don't want you to send it in a piece of junk box that can fall apart easily , or be shipped and then the broken one goes missing.

They want to make sure yours is really broken, and if you said you shipped it in a horrible container that broke apart, now Phillips doesn't get their broken item back and they think you kept it because it wasn't broken. They shipped it in a safe container and they want it shipped back in a safe container. So it's on you to ship it back in a safe container, that's at least what they are saying.

I'm don't know where you are at , but those Phillips are expensive for a toothbrush,, there are some very similar ones, not Phillips, that are way cheaper, and they look the same. Well at least they did. You could try one of those and see.

If I'm wrong let me know, I shipped mine back in the carton from the store, that was original container to me, put the label right on like they said, if they meant the box they shipped it in, well I don't save that nonsense and it was in recycle/ garbage. The day I got it.

I can't tell the difference between them $30 one and the $300 dollar one honestly. They both work extremely well. The cheap one had a goofy name like fairy will, rubs off easily so did the Phillips name. Just saying.

Hope it goes well, keep us posted, so we know what's up. Questions, just ask.

G