Sonicare toothbrush refund/replacement

A question about : Sonicare toothbrush refund/replacement

Hi all,

In short, I have bought 2 Sonicare toothbrushes - one for myself, and one for my partner.

The one I bought for my partner was purchased in October 2008. It broke less than 2 years later, and I sent it back for a replacement. Less than 2 years later again, same problem. It's worth noting that I have had exactly the same problem with the toothbrush - with again 2 replacements.

I asked the online chat person (I was 'disconnected' once) - for a replacement. I was told that this was not possible, even though I received a leaflet with the 2nd saying that we had a further 24 month warranty. I've attached the chat - where I asked for their registered address where I could write a letter of complaint - which was refused, and then they closed the chat - again....

Is there anything I can do legally, or does anybody know the Philips registered address?

Thanks. Leigh.

Welcome to Philips Chat. Thank you for your question, you're chatting with Carrie.
Carrie: Hello and good afternoon
Carrie: You have a query in regards to a Sonicare toothbrush?
Katlin: Hi - It's about my sonicare toothbrush that is not charging
Carrie: ok that would be an issue with the handle
Carrie: do you have proof on purchase?
Katlin: This was a replacement for a faulty one. I have the emails.
Carrie: yes and in checking as advised
Carrie: this toothbrush is out of guarantee
Katlin: I thought the replacment had a 2 year guarantee
Carrie: and all in your name according to our records
Katlin: Sorry - confused
Carrie: it does and going on the details show that the model the original one
Carrie: batch code shows 08
Carrie: which we will need to go by now as you have about 2-3 replacements
Carrie: if it for someone else then they need to contact us
Katlin: This was the 2nd replacement
Katlin: I'm confused as to what I need to do
Carrie: ok and and when was the orignal model purchased?
Katlin: Each handle has had the same problem
Katlin: Hold on please
Katlin: Let me check
Carrie: ok thank you
Carrie: ok please
Katlin: 12/09/08
Katlin: Model R980
Carrie: ok so it was bought in 2008 therefore it will be out of guarantee now
Carrie: the R980 is not a model which i s sold within the UK
Carrie: and does not match our models
Katlin: But I thought replacments carried a 2 year guarantee for each replacement
Carrie: the warranty will begin from when the orignal model was purchased
Carrie: therefore is out of guarantee now
Katlin: As before, I thought each replacement gave another 2 year warranty
Carrie: no we go from the original model
Katlin: So why I do I receive a leaflet saying that the replacement has another 24 months guarantee?
Carrie: and you have had already replacements
Carrie: with this time
Carrie: we will not offering a further replacement
Carrie: We do on the first replacement
Carrie: but as you have a replacement within the 2 year guarantee
Carrie: we will not offer you a further replacement
Carrie: it is out of guarantee now
Katlin: Okay. Can you please give me your UK registered address so I can write a letter of complaint?
Carrie: this is where you contact
Carrie: and as advised your toothbrush is out of guarantee now
Carrie: what I can do is offer you a money off code
Carrie: to go towards a new model for the value of Ј40.01
Carrie: and can be used on our online shop
Katlin: Sorry - will kindly refuse. Please provide your address for a letter of complaint.
Carrie: Ok we are going round in circles as there is nothing further I will close the chat
Chat is stopped!

Best answers:

• You dont have a case -
  You dont get another 2 years warrantee on a replacement - otherwise you could keep replacing it every 2 years (or life) )
  a 2 year warrantee is for 2 years not 4, or 6, or lifetime
  you should've took the credit off another brush