CONSUMERS BEWARE!!!!!!!!!!!!!!!

My Letter to Philips Electronics:

To Whom It May Concern:

I just bought a Philips DivX Ultra DVD Home Theater System HTS3450/37 from BJ's Wholesale Club in Maryland. I am extremely upset with the service that I have received from Philips as a whole. I have looked all over the internet and local parts stores, like Radio Shack and others, because one of the speakers, Rear Left, is missing a little plastic connector to plug into the subwoofer. When I called Philips the other day to ask for you to send me out another connector but they told me that the only thing that all they could do for me is send me a new speaker which cost $42.14 without taxes and shipping. I told the guy on the phone that the speaker works just fine and that I will pay for the connector and any shipping charges just give it to me, he told me that I had no choice but to buy a new speaker.

First off let me just say that his attitude was appalling even if he would have been able to fix this issues I still would have been livid. When a customer calls and is already stressed out and upset about something the last thing they need is some jerk on the other end making maters worse. At the beginning of the conversation I explained to the guy that I needed the connector and that I would like to if possible maybe buy a few more just incase this happens again. His response was “Okay that’s not a problem we can order you a new speaker” then I repeated myself again that I don’t need the whole speaker the speaker works just fine I only need the little plastic connector. Then with an attitude he said “okay, like I said we will order you another speaker” I then proceeded to ask if that was free and then he explained that it was $42.14. I then explained yet again that I don’t need another speaker and that all I want is the plastic connector. That’s when the guy said “Ma’am you can’t expect us to keep bins of those connectors just laying around, we don’t have the room, you will have to buy a new speaker.” Yeah okay I don’t know what this guys problem is but I am pretty sure that something like that is not written in your customer support scripts and that response surely can not be taught or tolerated. As if I weren’t upset enough with the issue that I was having already, coupled with a customer service representative who wasn’t listening or cared, his statement really outraged me now. I then asked him so you mean to tell me that you have enough room to keep speakers laying around that cost $42.14 and have a maybe a 50 cent connector on them that is proprietary but not enough for 1 box that has a bunch of connectors. He said with a smart aleck tone said “that’s the way it is”. He then went on to again process me to get me to buy a speaker. I got so mad that I eventually just hung up. I regret that I didn’t get his name or his employee number but whoever that ass is just better hope I don’t even meet him in person.

Secondly, its very VERY disappointing that a “well-respected” company like Philips would turn out to be double-dealing! I just spent a lot of my hard earned money on this system and now its useless because one of the connectors is missing. If Philips were an honest and supportive company you wouldn’t try to scam more money off your loyal customers. Now nothing is wrong with the speaker but because Philips in their infinite wisdom decided to employ a maybe 50 cent connector on then end of the speaker wire I now own a $300 paper weight. If Philips were truly following their motto of “Sense and Simplicity” then Philips would have made the speakers have the standard connection like all the speakers on the market not manufactured by Philips. It doesn’t make sense to sell products that intentionally infuriate consumers to the point of no return.

I am astonished that Philips would subject their customers to this type of service. I can't take the system back because I can’t find the receipt and I refuse to buy a $43 speaker when all I need is a 50 cent piece. After this experience I have decided to change my membership to Sam or Costco maybe they won't sell products to their customers from companies that deliberately rip people off. I shouldn’t have to pay another $50 for the system that I just paid a couple hundred for that’s highway robbery! I have never been treated this poorly before from a “reputable” company and this includes the treatment from your “partners” BJ’s Wholesale Club.

Philips has left me no other choice but to spread the word of my horrifying experience with your customer service personnel, your products and the attempts made to deliberately rip off a once loyal customer. If Philips will not keep the best interest in mind for consumers, then I will and I will be sure that they are aware of Philips treachery by any means necessary.

No longer a Philips fan,