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  1. #1
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    Buy Philips Blu-ray if you want zero support for months

    Simply put, broken hardware, broken firmware releases, almost zero customer support.
    Make posts to report issues, get repeatedly ignored. Get told about fixes to come, then wait up to 4 months for fixes that break other things.

    Don't believe me? I don't blame you. No one would think a company with the pedigree (olden reliability) and the size of Philips would be this bad. Check the forums here, read the threads. I live in the Blu-Ray HTS section. Amongst the complaints, you can gather tumbleweed awaiting replies.

    I have a Blu-Ray player (being replaced by a more reliable, responsible brand this week) that hasn't worked properly for almost a year. The latest firmware "update" several months ago (Jan 13th,2015 )broke its ability to play Blu Rays past 1 hour 20 minutes. I kid you not! 5 months, and no fix!

  2. #2
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    Philips - Rafal's Avatar
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    Hello Martin99,

    Thank you for your post.

    Can you tell us the model number and what issues your are experiencing?

    Kind regards,
    Philips Moderation Team

  3. #3
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    Thanks for the useless auto reply. If you (support team) ACTUALLY checked any real support threads, you would find the one with all the issues over at http://www.supportforum.philips.com/...eezing-blu-ray

    You (support team) haven't bothered replying to that one since May 8th when you told us there would be new firmware, since then you've ignored all posts.

    Funny how you're quick enough to reply to this one, yet ignore proper support threads!
    Last edited by Martin99; 06-29-2015 at 10:38 AM. Reason: corrections

  4. #4
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    Hello,

    The thread was not ignored and my colleague informed you that we're waiting for a new firmware update. I regret we cannot help you any further at this time.

    Kind regards,
    Philips Moderation Team

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    Thanks for your regret. That's a great consolation for my Blu-Ray player that can no longer play Blu-Ray's.
    FYI, the minimum courteous & polite thing to do in such a case, when a long delay is anticipated before a firmware release, is to at least reply to people's ongoing concerns with a status update in the thread. Something like "Sorry about the delay, but we're still waiting on the firmware release, your custom is important to us blah blah". To simply say, "well he replied over a month ago" is completely unacceptable when it was YOUR firmware releases that broke the product that you supplied to us!

    That is not what we call customer service in my field of business. In my trade, we cannot simply ignore customers' communication and hope they'll simply go away, nor can we say "well I sent you an email 6 weeks ago"!

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