Philips India — Grievance since April 2022

Address: 3699, 13th D Main Road, 9th Cross, HAL 2 Stage, Bangalore - 560038

Please note I am repositioning my grievance o[censored]tter casual approach by Philips employees to a sensitive case of replacement of Philips Air Fryer. Please note that this complaint with regards to HD9621/41 is still open and not resolved.

Philips service request 60-[protected] has been created and will be attended on priority." - Without resolution they have closed the grievance.

I would like to bring to your kind notice that the appliance was purchased to benefit the diet preparation for my father who was diagnosed with Cirhosis of Liver. However, I had a poor experience with a faulty Air Fryer, after much persuasion and follow up it was replaced under warranty. Unfortunately at the same time my Father's health deteriorated and was admitted 7 times in the Hospital. The same was informed to Mr. Pradeep Kumar & Mr. Maninder from the Service team in Bangalore along with MRT Electronics Technician and staff Ms. Deepa. I was assured of replacement in the month aof May and was advised to wait for a month as the Model was changed and they needed time to deliver the newer model. Given my predicament of shuttling between the Hospital I couldn't rigorously follow-up, but was confident that given that I expressed the criticality of my purchase and need, they will do the needful. However, to my utter disappointment no one even contacted to appraise and on me connecting I was just being made evasive promise stating they are expecting stock or are working on the same to have it replaced, please go through mail trail to infer with the discussion trail and promises made. Only on my firm follow-up checking on status, with convenience I was told approval was not obtained and they will repair. I am confident you will review and understand this is abuse of Customers confidence and trust.

I have urged the management of Philips, which has believed in delivering high quality products and customer service to factor the below points on merit to consider revalidating the replacement -
I would like to place on record once again that my family since February to July had over 9 Hospitalisations
The product which was replaced which was a box piece was delivered defective, the same was validated by the technician
Also, since a new product was delivered as per Consumer Law & Norms the product should be covered under warranty as placed by the company or for a bare minimum threshold of at least a minimum 1 year from date of delivery
The commitment of the Philips team who have interacted till the last connection in Oct'22, only today Mr. Pradeep has responded to my follow-up on why the delivery has still not happened by the team, when I was informed that replacement is not possible as on 13th Nov'22.

Kindly note that there has been no Customer Service perspective all through despite knowing the challenging situation I was in and I have kept Philips appraised of the same.

It is close to a year the Customer Service team has the product with them.

I am confident that people you'll can make a positive difference in resolving my grievance, if otherwise we will approach appropriate authorities to seek justice.

Thanks & Regards,
Deepak S Kumar
[protected]