Why am I not surprised the average score on here is 1 star...I've purchased Philps Sonicare toothbrush couple of years ago. It stopped working after one year, I've done online warranty claim and I was sent a replacement. Fast forward one year, replacement is not working. I went online to do warranty claim again, but it's no longer available, so I had to call. I've called on Monday, gave all of the details, including model and serial number. Explained its been on charge for over 24 hrs and I've used couple of different chargers (in case it's a problem with a charger). I've been asked if I've done a reset. I didn't see any information online about reset, so no, I have not done. I've been told I have to then call again, once I have a toothbrush (I was at work), so they can guide me through reset process. I've called again today (with toothbrush in my hand), been told to do the reset (hold the start button for around 20 seconds) and then... I have to put it on charge for another 24hrs and call back another day. Now, that's wasting customers time. When I call again tomorrow, would there be another step I have to complete, before I can claim warranty replacement?!I asked to make a complaint, and been told someone will call me back.Fun fact, someone actually did. Less than 20 mins later. Less fun fact, the person was incredibly rude. Told me she can not see fault in their procedures, and I just have to call again. I pointed out I never had to go through so many hoops with my first warranty claim. I was omtl required to provide them with model, serial number and proof of purchase. She said its obvious they need to run tests. I said if it's that obvious and that necessary, why is not mentioned on the website, so customers can complete it all before they call. And also, again, I never had to do it last year. She said that procedures change occasionally. Overall, she was incredibly rude, and I half suspected I'm talking to a robot (or AI). I would recommend change of career, to gravedigger maybe. Would suit perfectly her customer care skills.
