Philips XB9185/07 Repeated Failure - Warranty Replacement Gridlock
I purchased the Philips XB9185/07 Marathon Ultimate bagless vacuum cleaner about a year ago from Hepsiburada. At the end of May, the lighted part of the product malfunctioned, and the vacuum stopped working. I sent it to the service center, and they claimed the issue had been fixed, but the same problem occurred again shortly after. I believe the product has a manufacturing defect, so I requested a replacement. However, Philips customer service redirected responsibility to the authorized service, saying that only they can decide on a replacement, while the service center insists that Philips must approve it. I feel like the warranty period is being stretched with temporary fixes, and I want this issue resolved properly. The product is still under warranty, and I have the invoice. I request a permanent solution or a replacement for the defective product.
Hello Ms. Selvi, Thank you very much for sharing your experience with us. We would like to state that we have thoroughly addressed the issue you mentioned. We will call you as soon as possible to provide the necessary information. Thank you for your interest and understanding. Best regards, Philips Home Appliances
I was not contacted by Philips. When I checked the repair receipt with the message I received today, I saw once again that the part would be repaired/replaced and sent back. Unfortunately, there is no contact or interest with the customer. It is clear that I will keep experiencing the same thing until the warranty period ends!
Hello Ms. Selvi, The results of our detailed investigations regarding the issue you shared have been communicated to you verbally. Thank you for your patience and understanding during this process. If you have any questions or additional requests, please do not hesitate to contact us. Best regards, Philips Home Appliances
The product cannot be exchanged (!) They said that the part would be replaced and all necessary inspections would be carried out, and the product would be delivered to me in that condition. Let's see, hopefully even if the same problem occurs again, this process will be covered under warranty. The fact that the same problem keeps happening with the same part clearly indicates a manufacturing defect. I hope the same problem does not recur after the part is replaced. We will wait and see (!)
