Responding to Lisa's remark: (Which by the way I just talked to her over the phone)
Lisa: 1. “I would have to wonder of the content of a call for it to have been terminated. There are strick guidelines as to when that can happen.”
Me: Do not wonder so much about the content of the call, this so called supervisor "Scott" is just an amateur with an attitude that should not be attending customers, She can confirm during my long conversation with her that I was never disrespectful or got irritated with her, even all she did was confirmed what I was told before. Regarding the “strict guidelines”, obviously this supervisor had no idea of them, because all it took for him to said that he was going to terminate the call was I saying that they must be joking for the price quoted. Yes, I was very upset after I talked to that guy but people do get upset when others do not return their calls (5 calls) and this seems to be the rule at Philips’ Customer Service (or “Sytel Technologies”)
Lisa: 2. Prontos are purchased, by consumers, with a 1 year warranty. If physical damage occurs inside that 1 year, you may purchase a replacement for $150.00. This is a refurbished unit. There IS no warranty for damaged, due to dropping, etc, outside of a year. The price quote was incorrect to Ivan. If the remote was dropped, he would not be able to purchase the replacement after 1 year. The physical damage is a result of use other than it was intended.
Me: According to Lisa a pronto that is dropped or damaged by a heavy finger “does not qualify for anything after 1 year”, this is considered “non-intended use”. I truly believe Philips should get a specialist or just someone with common sense to tell them that a "remote control" is a product that is prone to falling or being damaged by a heavy finger. Therefore there should be a policy to repair them for whatever reason if the unit is damaged.
Lisa: 3. If your pronto has failed outside of a year, there is a prorated schedule at which you may purchase a refurbished one. (Since the warranty is 1 year, it is a customer courtesy offer to replace at a prorated price after that.)
Me: Once again the product must have failed under “intended use”, but not a broken screen. In any case I just do not happen to see the courtesy of getting a product repaired for $239 plus shipping when a new one sells for as low as $289 with a 1 year warranty, this one looks more to me like "discouraging" people to send them back for repair. I believe that as consumers we have rights and one of them is to be able to get things fixed after the warranty period for a reasonable price. Otherwise they should indicate it in their advertisements. I did not know that after one year the product I bought was disposable because of “non-intended use”. If the screen breaks in or out of warranty it is in most cases an accident (if you try to operate it at 20 degrees below or near a boiler at 200 degrees that maybe “non-intended use or abuse”) Lisa: There is no way to make 100% of people happy, I think you will find that Philips will bend over backwards in most cases.
Me: I haven’t seem Philips bending over so far by the messages I have read so far all I see is very upset people. I dare Philips to make a survey of current Pronto owners and ask them about how they would feel about Philips policy regarding the broken screen after 1 year also ask them if they new anything about this when they bought their unit, ask them if this is what they were expecting from a company like Philips. I will also encourage the magazines that cover Audio and Video products to carry on a “Customer Satisfaction” survey just like it is typically done in the Automobile and Computer industry.
My only advice to people thinking about buying a pronto or anything from Philips is: Make sure you know what you are buying, read the warranty for the product you are buying (ask yourself the odvious and no-odvious and see how it is covered) so you do not get surprises later on
