To those in the US, good luck getting in contact with Philips if your X2s get messed up. They never answer the phone, nor ever, ever connect to the chat once the request for assistance goes through.
At this point, I'm mad enough to order another X2, putting the faulty one in the new box, and telling Amazon that it's defective. Hey, at least they'll be able to send it back to them. Screw them. This is the last Philips ANYTHING I ever buy. I'll get a warranty through Squaretrade before I deal with Philips.
Been trying for 3 straight days at different online hours. The phone even hangs up.
Man, I'll tell ya about my (ongoing) experience with Philips customer support - I have been calling for the last several days for basic warranty replacement information, and got on the phone line with someone pretty quick every time - the only thing was that EVERY SINGLE PERSON I got on the line with "couldn't hear me" and "would have to disconnect the call" - I finally got through to someone last night before their hours closed, and still had intermittent periods of "the line breaking" - all this due to some kind of upgrade to their phone lines. Today I spoke with a rep. who was able to hear me the whole time. I am having my X2s replaced under their "rapid replacement" warranty program, and here is what I had to do and what I have learned:
1)State issue at hand
2)Give them basic information (name, address, phone number,etc...)
2)Give them model/serial number info (Fidelio X2/27 in this case, S/Nxxxxxxxxx)
3)State purchase date (within year for warranty service)
4)Was informed about their "rapid replacement program"(details below)
4)Was told to send proof of purchase (screenshots of order details and photo of serial number on box) to a particular email address (POP@pnf-usa.com)
5)After sending these attachments, I have to call back and have them verify that they have received this information before proceeding with their "rapid replacement" program
***GET INCIDENT NUMBER FROM THEM TO FOLLOW UP WITH***
Here's what I'm a bit on edge about: their rapid replacement program will put a $1 pending charge on my credit card and send me a replacement pair of X2s before I send my defective X2s back (in my case, the bolts at the base of the headband are loosening through normal use, and I can't seem to disassemble them via some previous advice given in this forum). Once I receive the new X2s, I then have 20 days to return my defective X2s so they don't charge my card for the full price of the cans. I have read some pretty awful return stories involving philips' return services, but have never heard of their rapid replacement program until speaking with a rep.
I am at the stage of having sent my screenshots of Proof of Purchase, and will call tomorrow to see if they have "validated" that information.
Any other perspective/thoughts on this situation?
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