I purchased the Philips Sleep Headphones (N7808, powered by Kokoon) based on Philips’ reputation for innovation and wellness. Unfortunately, the experience has been disappointing—and not because of the hardware, which is fine—but because the digital service that makes these headphones function has effectively collapsed.The Kokoon app is no longer working properly for many users, and customer support has gone dark. After weeks without a response, I and many others are left with a product that no longer performs as advertised.Here’s the real issue: Philips has put its name on this product. While Kokoon may be the technical partner, the moment the Philips brand appears on the box, this becomes a Philips customer experience. And that experience right now is broken.If Philips intends to stay in the wellness and consumer tech space, it needs to take responsibility for the user journey—not just the hardware—and step in to fix this. Silence and distancing won’t protect the brand from long-term damage.Great idea. Poor execution. And right now, no accountability. I hope this changes, fast.
