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  1. #1
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    Thumbs up Please read: Before you post

    Hello TV forum users!

    Please find below a list of useful information to help better explain how you can get the most out of posting on the Philips TV Support Forum.




    Best regards,

    Kirstin
    Last edited by Philips; 12-05-2014 at 12:12 PM. Reason: added links
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  2. #2
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    Read the Terms of Use

    Before posting or replying in the forum for the first time, please do take your time to read through the Forum Terms of Use. This will help you know what you can expect in terms of support and what boundaries are set for using the forum.

    You can find the Terms of Use in the General Forum section here:

    http://www.supportforum.philips.com/...1-Terms-of-use
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  3. #3
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    What type of support to expect

    Please be aware that this is mainly a User-to-User support forum. This means that the emphasis will be on community assistance. While you are free to post your own questions, please remember that if you are able to help others, this would be greatly appreciated.

    Should you require immediate assistance with any urgent issues, please do contact your local customer support team as they will be able to assist you straight away (during opening hours). Follow this link to find the contact information for your country’s customer support team http://philips.to/1oUzQ13

    When possible, the moderators may assist with queries. However, they will leave queries open for other users to respond before attempting to assist. Assistance from a moderator is not guaranteed.

    This forum section only offers support in English and for TV-related queries in Europe (including Russia and Turkey). For all other display products (such as monitors, display screen, projectors or Hotel TVs) please contact the relevant customer support team by checking the Contact page for your country (click here to choose your country http://philips.to/1HIHcv3).

    For queries specific to the SmartTV features of your TV, please feel free to use the SmartTV forum section. http://philips.to/15Smbzq

    We also offer TV support forums in Russian (русский), German (Deutsch), and Brazilian Portuguese (portuguÍs) languages, which you can find here http://philips.to/1t7KfTE
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  4. #4
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    How to Contact Customer Service

    Should you require immediate assistance with any urgent issues, please do contact your local customer support team as they will be able to assist you straight away (during opening hours).

    You can find the various options for contacting your local support team here:

    http://www.philips.com/global/countr...ale_org=global

    Select your country and preferred language, then click on Contact in the top right.

    This page will give you the options for all customer service teams for your country.

    Please have your model number, serial number and currently installed software version ready to receive the fastest assistance.

    If you are looking for support for monitors or Hotel TV’s, scroll to the section Professional Display Solutions on the the Contact page.
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  5. #5
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    Where to get help for products not listed in the forum

    If your specific product does not have a dedicated section on this forum, please contact your local customer service team directly for assistance (see post above).

    This forum only covers Consumer TVs sold in Europe. The working language of this forum is English. If you are in Germany, Russia or Brazil, you are welcome to visit the German, Russian and Brazilian Portuguese forums http://philips.to/1t7KfTE

    Other display products are not covered in this forum, such as Hotel TVs, monitors and projectors. Please contact our Professional Display Solutions team for assistance with these products.
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  6. #6
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    What should I include in my post?

    The more specific the details in your query are, the more likely it will be that someone will be able to help you with it.

    The most important details to include would be:

    • Full TV model number, including the tuner type and slash code (ex. 50PFL8008S/12)
    • Current software version installed
    • Details about the issue and how it presents itself
    • What you have already tried to solve the issue


    Depending on the type of post other things that may be helpful could include:

    • Which external devices are connected and how.
    • Your country location
    • Your channel provider
    • The tuner type used (DVB-T, DVB-C, DVB-S)
    • If a CAM module / CI+ card is used and which version this is.
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  7. #7
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    Why is it important for you to know which country I'm in/provider I have?

    To be able to determine if an issue is local or isolated to a certain area or provider, this information is crucial to find a resolution.

    If an issue has to do with broadcast or content in any way, country location and provider information is often crucial in finding a solution.

    Also, for certain issues we may wish to attempt to reproduce the issue locally and therefore need to know the exact circumstances of the issue. Otherwise, if we attempt to reproduce a local Italian issue in Belgium, we may not produce the same result and therefore time will be wasted in finding a resolution.

    If a moderator or other forum users ask you for any of the details listed in the previous post, please give this readily. If you chose not to give this kind of information, please be aware that any assistance you may receive could therefore be limited. Please feel free to provide any information through a private message if you do not wish to share it publicly.
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  8. #8
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    What to do if a post is moderated?

    If you attempt to submit a thread and it does not appear publicly, it may be queued for approval. All posts in the Technical Software threads are automatically moderated; this allows the moderators to ensure that each post follows the correct format. Including links or attachments in your post might also trigger it to be included in the moderation queue. Moderators strive to check the moderation queue every day during business hours, but if you have a question or concern about your post not appearing, please send a private message to a moderator for more information.
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  9. #9
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    What to do if a post is removed or edited by a moderator?

    Your post may be removed or edited by a moderator if it does not follow the forum’s Terms of Use http://philips.to/1fgp7Ja. We request that all registered users on our forum adhere to the Terms of Use. Offensive language, racist remarks or insults towards other users or the moderators is not tolerated and will be edited or removed. If you believe that your message has been inappropriately edited or removed, you may send a private message to one of the moderators for further explanation.
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  10. #10
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    When to send a private message to a moderator?

    Please do not send a private message to a moderator with the intention of getting extra attention to your query. The moderators strive to ensure that they read and monitor all posts, although they may feel that a direct response is not required of them. Only send a moderator a private message if:

    • you have been requested by a moderator to provide additional information regarding an issue you are experiencing with your television that you would prefer not to post publicly
    • you have been requested by a moderator to provide private information regarding an issue you are experiencing with your television (serial number, etc)
    • you would like to request that a closed topic is re-opened
    • you would like further explanation regarding why your post is edited or removed by a moderator, or if your post is not appearing publicly
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  11. #11
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    Why does it say Closed Topic and I can't reply?

    In order to keep the focus on current topics, threads that have been resolved, or have not been active in 30+ days are routinely closed by the moderators. Once a thread is closed, you may request that a moderator re-open it by sending a private message. Please include a constructive reason for wanting the topic re-opened. Moderators are not obliged to re-open closed topics.
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  12. #12
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    What are infractions?

    A user may receive an infraction if s/he is misbehaving and not following the forum’s Terms of Use http://philips.to/1fgp7Ja. Actions that may result in a user receiving an infraction include insulting a moderator or user, posting spam, or using bad language. Receiving an infraction may lead to the user being unable to post for a specified amount of time.
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  13. #13
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    What's the Report Post button for and when should I use it?

    The Report Post button allows you to alert the forum staff to anything which you find to be offensive, objectionable or illegal. You should only use this function if you feel that an objectionable post has missed the attention of the moderators and not to gain extra attention for your query.
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  14. #14
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    Why should I become a Registered Forum user?

    Without signing up for an account on the Philips Support Forum, you are unable to post any new topics or respond to any existing ones, and you are only able to see the most recent posts from registered users. Signing up takes only a few minutes and allows you to view all threads (useful for searching through the archives to see if your question has previously been answered) and participate in all discussions.
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