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+--- Thread: Need help with philips SE (/Thread-Need-help-with-philips-SE)
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Need help with philips SE - H3RR3S - 07-18-2019
So I told them my soundbar didn’t work anymore and the leds dont turn on also. They told me to go to the store where I bought the product because it is still under warranty. I replied with “I bought this soundbar months ago in Amsterda which is hours away from me” now they say that it’s the only way to get a replacement/refund.
RE: Need help with philips SE - tedownyiskinm - 07-18-2019
Wait a day or 2 then reply back saying you drove to the store and was told you would need to speak to Logitech to get a replacement. You asked to speak to manager as you have just driven X number of hours but there was not one in the store and you was passed to the assistant manager who confirmed what the original member of staff had said. Explain that having driven a total of X hours and have still not got a replacement and you are disappointed, angry and out of pocked in fuel/travel costs. Logitech should then start the RMA process.
I have used this explanation multiple times with success.
RE: Need help with philips SE - H3RR3S - 07-18-2019
(07-18-2019, 03:38 PM)tedownyiskinm Wrote: Wait a day or 2 then reply back saying you drove to the store and was told you would need to speak to Logitech to get a replacement. You asked to speak to manager as you have just driven X number of hours but there was not one in the store and you was passed to the assistant manager who confirmed what the original member of staff had said. Explain that having driven a total of X hours and have still got an replacement you are disappointed, angry and out of pocked in fuel/travel costs. Logitech should then start the RMA process.
I have used this explanation multiple times with success.
Thank you, I will try this out and let you know something.
RE: Need help with philips SE - Pinkz0rd - 07-18-2019
(07-18-2019, 03:38 PM)tedownyiskinm Wrote: Wait a day or 2 then reply back saying you drove to the store and was told you would need to speak to Logitech to get a replacement. You asked to speak to manager as you have just driven X number of hours but there was not one in the store and you was passed to the assistant manager who confirmed what the original member of staff had said. Explain that having driven a total of X hours and have still got an replacement you are disappointed, angry and out of pocked in fuel/travel costs. Logitech should then start the RMA process.
I have used this explanation multiple times with success.
haha nice one! will use it in the future for sure!
RE: Need help with philips SE - H3RR3S - 07-25-2019
(07-18-2019, 03:38 PM)tedownyiskinm Wrote: Wait a day or 2 then reply back saying you drove to the store and was told you would need to speak to Logitech to get a replacement. You asked to speak to manager as you have just driven X number of hours but there was not one in the store and you was passed to the assistant manager who confirmed what the original member of staff had said. Explain that having driven a total of X hours and have still not got a replacement and you are disappointed, angry and out of pocked in fuel/travel costs. Logitech should then start the RMA process.
I have used this explanation multiple times with success.
They are asking for these information:
- Proof of purchase (invoice, receipt, bank statement)
- The bank you are with
- IBAN number + BIC / Swift code
- Purchase amount
- Account number
- Full zip code
Will the SE succeed if I give this information, because I never bought the product.
RE: Need help with philips SE - tedownyiskinm - 07-25-2019
POP you should be able to fake from the "shop" you purchased from.
Cant see why they would need your account info unless its to refund the cost of the item.
I would ask why they are requesting your bank info. As a genuine customer i would be asking this as it's private, sensitive information.
RE: Need help with philips SE - H3RR3S - 07-25-2019
(07-25-2019, 12:37 PM)tedownyiskinm Wrote: POP you should be able to fake from the "shop" you purchased from.
Cant see why they would need your account info unless its to refund the cost of the item.
I would ask why they are requesting your bank info. As a genuine customer i would be asking this as it's private, sensitive information.
Thank you for your reaction, this is what Philips sent me back:
Spoiler:
It is wise that you do not like to share your bank details. The reason we need this information is to forward this soundbar story to the commercial department. Philips is a huge company and this means that internal communication is no longer a matter of just walking to the right office. So it is very useful to process all information about a warranty request in a single form. This is to prevent us from going a while further to convince the sales department that your salesperson did not want to help you and then have to collect and process all kinds of payment information.
As my collegue said, we do not know exactly what will happen to the soundbar, whether it should be sent or something similar, but we will at least ensure that you get your guarantee.
If you have any questions or concerns, please contact us. We will do our best to help you.
As my collegue said, we do not know exactly what will happen to the soundbar, whether it should be sent or something similar, but we will at least ensure that you get your guarantee.
If you have any questions or concerns, please contact us. We will do our best to help you.
RE: Need help with philips SE - tedownyiskinm - 07-25-2019
I dont quite understand how your bank information can serve any purpose to Phillips when the item "in all intensive purposes" was purchased from a 3rd party retailer.
Based on their response it seems that if you provide your bank info if suddenly sways the sales department that you are telling the truth. Makes no sense to me.
I would be included to reply saying "My bank account information is my own and i reserve the right to share it with whom i feel confident with. I do not feel confident in sharing this information via email or support ticket and have this information passed to multiple staff members with no idea how my data will be kept and used. I would like to politely decline sending my information and if requested further into the warranty claim then i will decide how to proceed"
This is just what i would do and see the response i get. It's entirely up to you how to process.
Perhaps advice from other members may be welcome here.
Out of interest what shop did you say you purchased it from?
RE: Need help with philips SE - H3RR3S - 07-25-2019
(07-25-2019, 10:21 PM)tedownyiskinm Wrote: I dont quite understand how your bank information can serve any purpose to Phillips when the item "in all intensive purposes" was purchased from a 3rd party retailer.Thank you for your response, I will definitly try that out. I told them I bought it in an electric store somewhere in Amsterdam (150km away).
Based on their response it seems that if you provide your bank info if suddenly sways the sales department that you are telling the truth. Makes no sense to me.
I would be included to reply saying "My bank account information is my own and i reserve the right to share it with whom i feel confident with. I do not feel confident in sharing this information via email or support ticket and have this information passed to multiple staff members with no idea how my data will be kept and used. I would like to politely decline sending my information and if requested further into the warranty claim then i will decide how to proceed"
This is just what i would do and see the response i get. It's entirely up to you how to process.
Perhaps advice from other members may be welcome here.
Out of interest what shop did you say you purchased it from?
RE: Need help with philips SE - Tracefl0w - 07-25-2019
(07-25-2019, 11:50 PM)Malcom Wrote:Sounds good, looking forward to see how this plays out.(07-25-2019, 10:21 PM)tedownyiskinm Wrote: I dont quite understand how your bank information can serve any purpose to Phillips when the item "in all intensive purposes" was purchased from a 3rd party retailer.Thank you for your response, I will definitly try that out. I told them I bought it in an electric store somewhere in Amsterdam (150km away).
Based on their response it seems that if you provide your bank info if suddenly sways the sales department that you are telling the truth. Makes no sense to me.
I would be included to reply saying "My bank account information is my own and i reserve the right to share it with whom i feel confident with. I do not feel confident in sharing this information via email or support ticket and have this information passed to multiple staff members with no idea how my data will be kept and used. I would like to politely decline sending my information and if requested further into the warranty claim then i will decide how to proceed"
This is just what i would do and see the response i get. It's entirely up to you how to process.
Perhaps advice from other members may be welcome here.
Out of interest what shop did you say you purchased it from?