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General discussion

Brought a dud DVD recorder.... What are my rights?

May 15, 2009 10:17AM PDT

I purchased a Philips DVDR5570H DVD recorder in October 08. From day one it was slow and sluggish when we tried to play DVD's. Recordings were hit and miss- sometimes recording with sound problems and playback playing in 5 second blocks and then playing that 5 second block over and over again.
We don't use it very much- mainly just playing the kids DVD's, therefore it took a while to realise the problem needed to be fixed.
After my husband really cracked it one day with the DVD recorder I decided I needed to take it back to Harvey Norman in Feb 09.
They sent it away to be repaired- which took 4 weeks or so as they were waiting for a part.
Went to play a recording that we had taped last week and it is doing the same thing- playing in 5 second blocks. Aaaaargh- just when we decide we want to sit in and have a night in front of the TV.

I have read on-line that there are lots of people who have had problems with this particular model.

What I would really like to do is get a refund and buy one that isn't a dud!! Can I demand this??

Thanks for reading,
Looking forward to some replies
Cheers
Michelle

Discussion is locked

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Contact Philips
May 15, 2009 12:34PM PDT

I work for a home a/v and appliance store, and we take care of all our customers with most equipment having a factory warranty of a year or more. I think you're only choice is getting it repaired again. About the only other option is if it's a store that can look at their cost on product, not a big-box store like Wal-Mart, is if they will give you a killer deal on a new unit. We usually will give a customer a discount barely above cost on a new item for not meeting their expectations with their first purchase so we can keep them as a returning customer. But you're pretty much hosed on the deal. Otherwise you could always mail someone at the company.

My brother and I had the speakers on each of our radar detectors blow out. I had to mail a letter to a company on something I was dissatisfied or happy with. I decided to send them a letter explaining what happened and what I wanted them to do. They shipped two speakers back for me to replace (easy 2 minute job). You could mail them a letter including your model and serial number, along with a copy of your receipt and explain what has been happening asking them to fix or replace your unit. That's your best bet. This may be the information you need to contact them:

Philips Electronics North America
3000 Minuteman Road
M/S 109
Andover, MA 01810
(800) 223-1828

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You have the right to sing the blues.
May 16, 2009 11:28PM PDT

If still under warranty, it pretty much does not offer replacement, but only repair.

I do believe in being polite but firm. Pursue customer service. For me it yielded the number to executive customer service. Once there I submitted documentation of repeated repair. In fact, twice because they lost track of the first submission (lost terminally in someone's in box. Eventually, some supervisor was having a good day & reimbursed me for most of the repair cost.

Polite but firm also sort of means being a pest by not going away.

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Dud DVD recorder
May 22, 2009 11:59AM PDT

A lot of these people are utter crooks, from the manufacturer to the retailer. Nobody really cares about your satisfaction, rights etc.
First I would return to the store and demand a refund. If I didn't get it, I would be real loud and vocal with them about the problem so other shoppers can hear it. Give them some bad publicity, then take your business elaswhere.

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Replacement
May 22, 2009 12:21PM PDT

About the most we would ever do, is if we have a pissed-off customer, is to exchange it for something of equal or lesser value and just send it to our service center then just sell it after it has been repaired. That's just if the customer gets irate, and in front of customers doesn't really help any, just make the manager more pissed. If they don't do anything, then maybe march off cursing them.

One of my friends bought a 47" JVC (mistake), didn't get the extended protection plan (luckily wasn't mistake #2 this time), while it was gone to service, we loaned him the newer better 47" JVC (our mistake). He liked it better and it was priced lower than the one he bought less than a year ago. While he had it, the same problem happened with that TV (lines running through 1/4 of the screen). He took that one back too, and I told him to be rough with our manager in training. He chewed him out and got a 47" LG (not a great TV, but better than the JVC, which we don't carry anymore). He's not a bright guy, couldn't even hook his HTIB up right, and it's color coded. Had issues hooking up his new Bresnan STB, had component hooked into composite, then fixed it and didn't have the power on. He was still able to get his JVC swapped to an LG.

You just have to know who to talk to, even if you have to do the mom and dad thing. Talk to an assistant manager, if they say no, talk to the store manager. It's not their code, but the customer is always right, especially if they want you to return, just don't seem too arrogant, just make them feel bad about not giving proper customer service.

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Thank you
May 24, 2009 12:33PM PDT

Thank you for all your suggestions. I will send it off to be repaired and see how it comes back. If I have more problems I will be asking very politely but firmly for an exchange for a model which won't give me problems! Happy