I purchased this TV around Sept 15. It worked fine for about 2 months and then the problems started. On or about Nov 15 the TV would not come on with the remote or by manually pushing the button. It was also shutting off completely on its own.
I called Philips support line and they were unable to assist me, so we filed a service request number (1J3M2) and they directed me to have it repaired at an authorized repair center.
The authorized repair center was Johnson's TV & Video Inc 1905 North Dixie Highway Elizabethtown KY 42701. The telephone number is (270) 765-6364.
The repair center was called on Nov 21 and they picked the TV up on Nov 25. The repair center had the TV 1 week (7 days) and then they returned it on Dec 2. The TV would turn on with the remote and manually. They stated they had to download some information and that corrected the problem. That weekend the TV started doing it again, just turn on & off by itself. The power light stays on the entire time it does this. If you turn the TV off with the remote or manually the power light goes off before the TV or Ambilight.
On Dec 4 I called Johnson's TV and discussed the issue with them and they recommended I call Philips that it could need another program downloaded. I have a very high end laptop and excellent computer knowledge so I called Philips. There was no one in the office, I went online and filed another service request (1K9HC). The web site said someone would contact me within 24-48 hours. No one ever contacted me.
This went on through the holidays due to I was out of town visiting family the last 2 weeks of the year.
On January 8 I called Philips support line again and filed another service request number (1Q9XM). I was instructed to call Johnson's TV and schedule an appointment. They picked the TV up on January 12 and worked on the TV until January 17. They said they could not locate the problem and there was nothing more to do. I had the TV back 2 hrs and it shut of again. I immediately called Philips support team, and was referred to Monica in the Customer relations Team. I expressed my disappointment with the television and all the problems that have surrounded it. She assured me she would take care of this issue and rectify this situation. This was Jan 17.
She was going to get in touch with Johnson's TV and her Ambilight Team. On Janurary 20 she called me and said she was sorry but there was nothing she could due until the authorized service center could identify the problem. We discussed video taping the problem and showing the tape to Johnson's TV. I agreed to do this and over the next week I caught it on tape with my video recorder. This was very difficult due to the time it required to charge the batteries and change tapes constantly.
On Jan 28 I went to Johnson's TV and showed them the tape and they stated that they needed to know if the sound went off when the TV did. I have all my sound going through a surround sound system. I unhooked the Audio system and used the sound through the TV. It did it again and the sound stayed on along with the power light, and I have this on video tape.
Johnson's TV stated that it was the video going out and that this was very expensive problem to correct. I should call Philips support to proceed further.
On Jan 30 I called Monica (customer relations team) and explained what I had done and that Johnson's TV was up to date. She said great and that she would call me back on Feb 1st by noon.
On Feb 1 I called her back at 3:45pm because I haven't received a call from her. I was on hold for 45 minutes, and this is the same thing every time I call for Monica. All she could say was I'm sorry, the phones are ringing off the hook and she would get to it ASAP. I ask to speak to her supervisor; she said she doesn't have a supervisor. I then said the person you report to will be fine. She hatefully said HOLD ON, and then a voice mail came on for Angela and stated she was Client support manager or supervisor. The voice mail stated she would get back to me in 24-48 hours. I left a very detailed message about my problem and I left a cell and home phone number. I was very unhappy with this situation and called back to get someone else to look into my situation. I was put through to Irene (Customer Relations Team) and she explained how busy Monica was and that she would get to it ASAP.
I waited 1 week and I haven't received a call from Angela (Customer Relations Supervisor) or Monica.
On February 8 I called to speak to Monica and after waiting 40 minutes on the phone for Monica, Marcel (Customer Relations Team) got on the phone and discussed my problem. He said it would be better if he patched me through to Monica. 10 minutes goes by and he gets back on the phone and said Monica was on another call and that she has contacted Johnson's TV to contact Phillips and that was all she could do. Marcel stated he was going to patch me through to Monica's voice mail.
On Feb 10 (10:35am) I called Philips to check the status of the claim. I spoke with Jeff and explained that it has been virtually impossible to speak with Monica and that I really want to speak with a supervisor. He put me through to Ken (Technical support supervisor) and he explained that the customer relations team is above everyone and there is nothing he can do. He patched me back through to the customer relations team. I spoke with Pat and she said she would transfer me to Monica. Pat got back on the phone and said Monica was on a 15 minute break. I replied that I have been on hold for 32 minutes and that I could wait another 15 minutes. She said she could not hold the line that long. This call took 32 minutes.
On Feb 10 (12:25 pm) I called back and spoke with Yale who patched me through to Marcel. Marcel was very polite and respectful to me, and was very helpful in locating Monica. I stressed to him that I really want to speak with Monica and not her voice mail. Marcel got back on the phone and said Monica was out to lunch. This call was 29 minutes.
On Feb 13 (10:45 am) I called the support line and spoke with Robin and he transferred me to the Plasma handling department. Lawrence had me describe the problem to him and the details of the TV to him. He called Monica to get updated on the progress of this television. Monica answered the phone and I ask for the status of the television. She is checking to see if Johnson TV has called the Plasma technical team. The Plasma team needs more information about the television to proceed with this claim. Johnson's TV was contacted Feb 8 to contact Philips. This has not happened yet. I ask her if she could check on this to see if they have forgotten. This call took 32 minutes.
On Feb 14 (9:15 am) I called in to check status of the claim. I spoke to Joy who transferred me to Lee. Lee transferred me to Monica who reported that she called Johnson's TV and they were unable to stay on hold for that long so they could not complete the call. She is waiting on her technical team to return her E-mail on this issue. This call took 24 minutes.
On Feb 15 (11:20 am) I called to check status of the claim. I spoke with David and he is transferring me to Monica. Kim got on the phone and said she would get Monica on the phone. The technical team and Johnson's TV still haven't spoke to one another. This has been 1 week and still no communication between the two. I did tell Monica that the TV is staying off longer than it was when the problem first originated.in the beginning the TV stayed off for 2-3 seconds, and now it's staying off for 7-8 seconds. This call took 21 minutes.
On Feb 20 (9:30 am) I called to check the status of the claim. I spoke to Marcelono and ask to be transferred to Monica to check status of my claim. Marcelono said they have a new procedure that the customer relations team will call you back in 2 to 3 days. Oliver got on the phone and said we are doing everything we can do and he would personally call me back on Wednesday Feb 22. This call took 21 minutes.
On Feb 22 (7:00 pm) Oliver called me back and said he called the authorized service center (Johnson's TV) and discussed the issue with his technical team. He said he was on this situation and would see that things kept moving. He did call me back when he said he would and did follow up on this situation as he said he would. He ask me to describe what the TV is doing and what has been done up to this point. This call took 28 minutes.
On Feb 24 (9:30 am) I called to check this status of this claim and I spoke to Casey and ask to speak to Oliver. Larry from Technical dept answered the phone and said he had to transfer me back to the consumer relations team and they should call me back within 2 days. This is the second round trip; customer relations to authorized service center to technical dept. And now back to the customer relations team. This call took 22 minutes.
On Feb 28 (2:45 pm) I called to check the status of my claim. Someone was supposed to call me back within 2 days and it has passed the 48 working hour's point of this. I spoke to Robert first who transferred me to Bill who first said someone would contact me within 2 days. I proceeded to explain how many times I have been asked to wait 2 days to never receive a call. He started looking into the lengthy transcript from this claim. He then said that this has been an exceptional amount of time to wait and he would check the status. With the exception of this call I have spent 3 hrs and 45 minutes on the phone with Philips. Bill got back on the phone and said he spoke with the appropriate department heads to resolve this issue. I should be receiving a call from someone this week. Later that day Angela (customer service supervisor) called me at 8:30pm and ask me if anyone has called me on the status of this television and I explained everything that has happened up to this point. She said she would call me back by Thursday (March 2) to let me know where we stand. She was under the impression that we were still waiting on Johnson's TV to call Philips technical team. I explained that Oliver has already had contact with the both of them. This call was 26 minutes.
On March 2 (10:20 am) I called to speak with Oliver, as he was one of the most helpful.
I told him I had another issue last night with the TV; it went of and stayed off for more than 30 minutes. I had to hard reset the TV to get it to come back on. He said that Angela was working very hard on this situation and she would be getting back to me.
On March 6 (10:00 am) I called to check the status as Angela did not call me back. Jackson answered the phone and explained that he has had a power outage. He said to me, Eric (Supervisor) will call me back ASAP.
On March 6 (10:45 am) Eric called me back and said someone would be calling me back today. He said if something doesn't get done with this claim this week to call him at his extension 42142.
On March 6 (12:30 pm) Diane called me back from the complaints department and said she would be handling this claim. She said she would contact me by the end of business on March 8.
On March 9 (9:00 am) I called Eric to report that Diane has not called me back, and he said she was doing everything she could.
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