Responding to Lisa (once again):

Lisa my position is the same no matter where, it is not my decision that the Pronto is a disposable product but Philips, by playing word games you will not make things better. Your company (whoever you are) have some of the worst customer service in the industry, I am still waiting to talk to your boss (Mr. Walls), the day you transferred the call he did not take my call, I left a message but the pattern repeats itself (still waiting). I also talked to someone at Philips' PRs and they also promised that someone was going to return my call. Guess what? I am still waiting. In any case I am not interested on receiving any calls from Philips any longer. Just keep up to it and history will tell!

Respectfully,

Ivan

Just throwing my $0.02 in...

I'm in the middle of a warranty exchange with my Pronto. Everyone I've talked to has been more than polite and knowledgeable...

I was disappointed when they sent me the wrong model Pronto for a replacement but they're handling that to my satisfaction as well.

Don't know what your conversations have been like but I'd strongly suggest not going in with a confrontation in mind. Sets up everything to not go well. Treat as you'd like to be treated.

Dropped my Pronto last week for the 5th time. Had a bad feeling this time 'cause I tried to break the fall with my foot and sure enough, when I picked it up the screen was cracked. I called Phillips, was on hold for 40 seconds, told them the problem and that the remote was nine months old. No problem. I was given a case number, sent it out and a replacement is on its way. No charge. I love Phillips.

I can only belive that Phillips is by now watching, or has seen this thread. It's kinda sad if they need a bunch of disatisfied customers crying out in order to make any changes for the better, but it's a good thing this forum is here so we can unite.. would anything EVER change if we couldn't? I doubt it.. this little thread can shape the buying habits of many. Keep it up. A small voice can ring loud and true.

I hate to break it to some of you guys but Mr. Kropp was correct is saying "Don't know what your conversations have been like but I'd strongly suggest not going in with a confrontation in mind. Sets up everything to not go well. Treat as you'd like to be treated."
You call for support but do nothing but berate the agent then you are a lot less likely to get the problem resolved to you satisfaction. The people on the phones are just regular people trying to make a living just like the rest of us and, like everybody else, want to be treated with respect. Just look how Zone One was treated. A little respect goes a long way. Bear in mind that the warranty has been the same for some time. The Pronto is still the Pronto. The only thing that changes is the people calling in for assistance. You can look at how people have been treated by Philips by looking at how they post in this forum. Usually the ones that are negative and cussing are the ones that are unhappy with the service. They call for assistance and are rude and negative and it just spills over to here. Just imagine how they are on the phone. Not a nice picture huh. Remember, be nice and it will pay off. Also, there are other people that answer the phone at Philips. You get an answer that you don't agree with, give them a call back and talk to another agent. Not everybody there has been told of changes and such. Just be nice.
JB

Sorry to burst your bubble JB. Good customer service should be just that. It should not be reliant on the attitude of the customer. One needs to turn a deft ear to those who have nothing pleasing to say, and treat them in the a civilized manner and the dignity that we all deserve. I would hate to think the policy with any person or company is treat people only with the same amount of care that they have shown to you. If this is allowed to happen at Phillips or any other company, then YES. They do indeed have a serious customer service problem that need to be evaluated and changed. This is not a playground. We cannot try and one up each other. If one reacts to harsh words with resent. Then this is merely a reflection on their own character and discipline. If we were all allowed to treat others poorly only because we had been treated the same. What kind of pathetic world would we be living in? Sure we must be kind, but unfortunately, there are still to many that feel that only the squeaky wheel gets the oil. If customer service would give the service that was needed... There would be no squeaky wheel. Teach your children to look for the good in all people and then they will find it.
USA

Mr. Chicago, You are correct in your statements about good customer service. I was only stating that if you call in to most companies and use profanity, the call will be terminated. How can someone get their problem solved if they cannot carry on a civilized conversation with customer service. I don't see how anybody would disagree with me that if somebody calls in and is being cussed at or is being desrespected, the call should not be terminated. If I called customer service and started calling the agent who answers the phone every name in the book then I would hope that the agent would hang up on me. Customer service does not have to put up with anybody being disrespectful even if they spent $400 on a remote. You can still be upset about a product and call customer service and get your point across without belittling the person who happens to take the call. If you spend you time belittling the agent on the phone and telling them about the horrible Philips product you bought then how do you expect to get the problem resolved. It should, like you mention, be rated on how well the customer is taken care of. But, if the person calls in and cusses out the agent answering the phone and the call is terminated, how is the problem going to be resolved. No agent answering the phone should have to put up with someone personally attacking the agent on the phone. Most companies that I am familiar with will not allow their agents to be abused. Being a good customer service agent should not be rated on how well you can take abuse. Nobody reading this thread would argue that if you were being belittled by someone then you should have the right to end the call. I do agree that customer service should be customer service but not at the expense of the civility.

JB, Your entire argument for pronto seems to rely on the fact that everyone called pronto with a chip on their shoulder and cursed them out. I have read the comments on this thread, and don't believe that was the case with all the people who were not receiving good customer service. Perhaps there were a few loose cannons, but I don't believe they were the majority. How would you explain calls that weren't returned and products that were shipped incorrectly? Don't be so blind to suggest there was never a problem. Obviously there is and has been. Otherwise this whole issue would have never came to light. It wouldn't surprise me if the comments on this thread have been tainted to put a postive spin on things, but I guess that would be up to the CR dept. Yeah. Maybe they are doing a good job.

After talking with and Emailing 100's of Pronto users, the cracked screen issue accounts for far less than 1% of all Prontos in the world. In most cases the crack has been caused by a drop ending up with the screen taking most of the initial impact, or, a user expecting tactile feedback from the button on the screen. Further, looking at products such as Palm, they too suffer from the same potential damage and charge for repair of the screen. So I guess my question is why shouldn't Philips charge for the screen replacement also. I've had more than one Pronto open and the screen housing method is quite sound engineering. The reality is that the screen is glass and will therefore break, like any other thin glass plate. If Philips covers cracked screens under warranty, then all other Pronto users will end up paying for (subsidizing) those users who find themselves with cracked screens. It kinda sounds to me more like someone wants Philips to become an insurance company. Maybe a Pronto user from the insurance industry might read this and create a Pronto protection plan and make it available to those who feel unlucky, like any other insurance.

Have you even read the thread? Nobody wants Phillips to pay for their mistakes... They MERELY want a product repair.
If you buy a palm Pilot can and break the screen can you send it in for a repair? YES.
If you Buy A $300 Watch and break the crystal can you get it replaced?
YES
If I break the screen on one of by pieces of test equipment can I replace it?
YES
So finally what has Phillips decided to do?..
WOW! They will generously allow you to purchase a reconditioned unit at a discounted price if you send them in a broken one..
Drop repairs are NOT rocket science. I deal with them time to time. I'm also degrade in electronics and have done it myself, so I know of what I speak.
I guess there not enough profit in repairing the "less than 1%" drops...
Too Bad.

I'm sure they do get repaired. They send you the recondidtioned Pronto so you are not without for very long. I'm sure turnaround that way is much faster and you are not at the mercy of of spare parts.

Charging a flat rate for a repair is not unheard of with many products.

Yes, After reading the above threads. It sounds like getting you a replacement is the top priority at Phillips. Get a clue! And the mercy of spare parts! Don't make me laugh! Do you have ANY idea how many Pronto's, 5000's, and 3Com products of the same nature are out there? These parts are as common as applesauce. As a reseller. And not being an Internet entity that sucks the life out of small business by selling products at 10% above dealer cost. I Happily give customers replacement part whenever I can. Such as a pronto. I'll download their config and bring it right over. BUT I can wait to start buying them new remotes because they really like the backlight feature and overexercised the .29 cent micro switch behind the button. Get real. These aren't internal modems or other fixed solid state products where a flat rate would be appropriate. these things live in peoples hands! They are bound to need upkeep down the road. Hey. When your dog is sick. You could just put a bullet in it's head and run out and get a new one. that way you won't be inconvenienced by having to wait for it to get sick. Get real. There are either some Phillips infiltrators on this thread. or more fools with visions of grandeur than I could ever have imagined. You know when you bring a VCR, etc., a reputable repair shop. They may say. hmmm it may be three weeks. But SURPRISE! More time than not they call you to pick it up in three days. I can take my cell phone to the shop where I bought it and have FULL repairs made while I wait. The Pronto's should be no different. Don't fool yourself. They wouldn't do any repairs on the circuit level. I don't expect that. It would be more rip out the bad. replace. Test ship. MAYBE 10 minutes for a complete fool. Are all of you so weak minded? I can't wait to see the new offering from Denon. At least they know how to repair things. This thread is so tired.. I give up on those of you who belive there was never is is no problem. Please e-mail me, and I'll tell you where you can send your extra money.

I hope Jack Schultz which does make a living out of selling Prontos would put in the same energy protecting that 1% (according to him, there is no substance to this number) than fighting them, By reading his reply, I do not know if he works for Philips or someone else. Else Mr. Schultz please read read the thread before you speak, no body is claimimg for free but just a reasonable fee, no $239 for a $300 remote (it is actually seling for as low as $289).

Respectfully

A lot of good points here. Not one user is asking for a free remote, but for the option to get their Pronto's repaired at a fair and reasonable price.

If you go back earlier in the thread, Daniel discussed what Phillip's own testing was in regards to dropping the unit. If Phillip's says it's built to survive a 29cm drop (or what have you) the it should survive the same drop in a users home. If the Pronto can't survive what they say it can, then Phillips can't live up to their own implied merchantability of the Pronto.

If my remote breaks, I expect it to be fixed at a fair price. I shouldn't have to pay 80% of the purchase price for a "refurbished" unit. I pray I do not have to go through this; I've had some close ones. I can honestly say that if I do go through this I won't buy another Phillips product again.

Has anyone heard from Joe, the original poster?

-John

I just read the article “It’s the CUSTOMER, Stupid” in PC Magazine, June 27, 2000; I think it is great, read it. I love the part that said, “Do what they want, or you’re out of business”.

Before you post any messages in response to this message let me tell you that the translation of that phrase for me is “BE REASONABLE with your customers, listen to them and answer them back when you promised”.

Respectfully