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Topic:
TSU3000 touchscreen problem - COUNTER
This thread has 49 replies. Displaying posts 1 through 15.
Post 1 made on Tuesday November 1, 2005 at 00:59
CV27
Long Time Member
Joined:
Posts:
November 2004
146
If you have experienced the TSU3000 touchscreen problem, please post indicating if you are still experiencing the problem or have found a permanent solution (from Philips or some action of your own). Please be brief, for example:
problem: still occurs
or
problem solved: new unit from Philips
Post 2 made on Tuesday November 1, 2005 at 12:01
JohnGrayson
Founding Member
Joined:
Posts:
May 2002
15
Problem solved - TSU3000 (replaced by Philips) now stored in a drawer

Real Solution: Harmony 880
Post 3 made on Tuesday November 1, 2005 at 15:57
kgoroway
Lurking Member
Joined:
Posts:
October 2005
9
Problem not solved - TSU3000 is dead (touchscreen doesn't respond, hard buttons work fine)

Real Solution: go back to my TSU1000 which still works perfectly! (And shop for a Harmony, vowing never to buy a Philips product again)
Post 4 made on Wednesday November 2, 2005 at 13:43
corwyn
Lurking Member
Joined:
Posts:
August 2005
8
Still experiencing it from time to time. But it's been dry lately (my problems seem correlated with high humidity), so the remote still works...for now. When it does start raining and the remote stops working, a couple of days in a zippered plastic bag with some dessicant (silica gel) gets it working again.

I got the brush-off from Philips when I called them (I can't even PAY to have them fix it).

Eventually, when I can afford it, I will buy a new remote. Until then I make do with what I have, and stay away from all Philips products.
-Corwyn
Post 5 made on Wednesday November 2, 2005 at 14:58
CaptnHowdy
Long Time Member
Joined:
Posts:
April 2003
84
3 remotes here...Two of them belonged to customers of mine...

1 replaced
1 still non working
1 works intermittently

I tried the fix with the contacts on one of the units...no love there...I might try it on the intermittent one.

I won't even begin to describe what I went through getting the one replaced from Philips...Let's just say it was a less than pleasant experience...The one funny thing about that whole fiasco was the Philips CS rep who called a few days after I (finally) got the replacement...She wanted me to answer some questions on how my "customer service" experience went. And you know what? I was more than happy to let her know...

Matt
aka CaptnHowdy
Post 6 made on Wednesday November 2, 2005 at 18:14
Morellaa
Long Time Member
Joined:
Posts:
June 2005
19
1 replaced after two weeks and a dozen phone calls.

2nd unit doesn't work (right out of the box). Philips has agreed to replace.

Will keep replacing until the warranty runs out.
Aldo
Post 7 made on Thursday November 3, 2005 at 22:50
paulmcm
Lurking Member
Joined:
Posts:
November 2005
1
Remote working for now after cleaning contacts.
Post 8 made on Friday November 4, 2005 at 04:27
calston
Long Time Member
Joined:
Posts:
March 2005
115
problem solved: new unit from Philips
Post 9 made on Saturday November 5, 2005 at 11:33
TouchCommander
Active Member
Joined:
Posts:
December 2004
590
Never heard back from Philips thru email. Plan on small claims, maybe class action. Have had no problems with 7000's so this thing is a boat anchor
No job to small, many to big
Post 10 made on Saturday November 5, 2005 at 12:29
Steve in NH
Long Time Member
Joined:
Posts:
July 2003
25
My TSU 3000 died some time ago, no help offered from Phillips.

Solution - NONE, never will buy another Phillips product, customer service (ha) and tech support suck

How is it possible that they can sell a product that is clearly defective and do nothing about it?

Steve in New Hampshire
Post 11 made on Monday November 7, 2005 at 19:56
Abssprint
Long Time Member
Joined:
Posts:
October 2003
12
problem: still occurs
Post 12 made on Tuesday November 8, 2005 at 23:27
bmduke
Lurking Member
Joined:
Posts:
September 2005
2
Problem Sloved!
Replacement Unit from Philips!
A long and painfull process but so far it is working fine!
Mike
Post 13 made on Wednesday November 9, 2005 at 08:26
bongiornoa
Long Time Member
Joined:
Posts:
November 2003
24
Problem Solved: Cleaned contacts
Post 14 made on Friday November 11, 2005 at 16:19
deancs
Lurking Member
Joined:
Posts:
October 2005
2
Resolved by cleaning contacts
Post 15 made on Saturday November 12, 2005 at 08:57
Eric Snow
Lurking Member
Joined:
Posts:
September 2005
9
Well, here's my resolution after much complaining, and several e-mails, many of which went unanswered.

I sent several e-mails to Eric Gybels, the first was answered quite promptly, in which I was told that Philips was working on a solution for the unresponsive touchscreen issue. After waiting patiently for 6 weeks or so, I e-mailed him again and got no response. Two more follow-ups went unanswered. The day after I sent my third follow-up I received a reply from the Presidential Liason requesting further details. I was told, by her, that Philips had come up with a repair solution at a cost of about $75 US, and to contact the customer service department for details, and if there were any problems to contact her again.

My call to customer service didn't go well. First, they had never heard of the repair procedure, and offered me the standard refurb for $160 deal. Needless to say, I declined their generous offer, since a used one can be had on e-bay for as little as $100. The second issue was that they wouldn't help me since I live in Canada. No customer service outside the US.....


I contacted the Presidential Liason once more, and advised her of the results of my contact with customer service. Much to my surprise, I was offered a brand new TSU3000. Needless to say, this offer was graciously accepted.

On November 3, while waiting for my new remote, I received an e-mail from Erik Gybels advising me that Philips had implemented a special repair procedure for the issue that so many of us have had. Below, is a copy/paste of that e-mail:

Dear Mr xxxxxxxx

We have now implemented a special repair procedure for this problem.

Please contact our call-center at ( US (001) 888-486-6272 ) for further assistance

Kind regards

Erik Gybels

My replacement arrived November 10, brand new, in the box. Persistance is the key. Thanks Philips, for finally making good on this. I hereby retract my blanket condemnation of Philips, posted in the dead touchscreen thread.
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