Philips Lumea Laser Device Stopped Flashing and Service Center Failed to Fix or Replace
About a year ago, I purchased the Philips Lumea laser hair removal device as a gift for my spouse. It initially worked fine, but in May 2025, the device malfunctioned and stopped emitting flashes. I brought it to the Philips authorized service center in Bergama, operated by a company called Sönmez Elektronik. I also sent the invoice to their provided phone number, 0553 429 75 94.
Despite this, they failed to create a service record. After waiting an entire month, they told us that they hadn’t processed the repair because they were “waiting for the invoice”—even though it had already been sent. On that same day, they returned the device, claiming it had no issues and was flashing normally. However, when we tested it again at home, the device still did not emit any flashes, and we noticed even more problems than before.
On July 15, 2025, I returned to the same service center with the faulty device. For an entire week, they once again failed to create a service record or offer any solution. When I went to the location in person, they dismissed me with, “It seems to be working.” It is clear that this service center lacks technical expertise, does not properly understand or recognize the Philips Lumea product, and has not taken the necessary steps to resolve the issue.
Progress
I handed over my Philips laser epilation device to Sönmez Elektronik, the authorized service in İzmir/Bergama, because the product was not emitting pulses. Although the product was not working, they sent it back to me twice. This time, I requested that the product be checked in my presence at the authorized service, and of course, it did not work. Despite this, the authorized service said things like 'I am not processing this, I am not taking the product, who is Philips, I don't work based on what they say,' and refused to accept the product. I didn't know that authorized services could choose their customers; I learned this thanks to Philips. I expect the authorized service to call me personally and apologize.
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