Philips 26PW6341/37 26" RealFlat Virtual Surround Sound Widescreen TV
Disposable Television.  Don't buy this one!!!
I purchased this television December 27, 2004.  It was not my first Philips Consumer Electronics product but it will likely be my last.   <br /> <br />Shortly after making the purchase, January 5, 2005 I called customer care to obtain a remote for the set. I purchased the television as an \\"open box item\\" with full warranty and the purchase didn't include the remote.  There are functions of the television that may only be performed using the Philips remote.  The representative who helped me was courteous and agreed to send me the remote at no charge even though I was willing to pay for it.  I was impressed with the service I received.   <br /> <br />Over the summer of 2005 the television somehow set itself to only play what came in on channel 17 no matter what channel I selected.  I decided to wait to take it for service for several reasons.  One day In late November 2005 the television would not turn on. <br /> <br />I took it in for repair December 3, 2005 and was told it would likely be repaired before Christmas. I found the number of Philips products on the floor to be interesting. Christmas eve the technician called to tell me he was waiting for a part and expected it to be delivered within the next week and he would call me in January when the repair was complete.  After the first week of January had passed I called to check on my television the week of January 9 2006.  I was told the part arrived broken and a new part was on back-order.  The technician suggested I call Philips and told me about a policy that allowed customers to receive a replacement in the event a set cannot be repaired in a timely manner or at all.  <br />  <br />I called Customer Care and was able to speak to Consumer Relations January 20, 2006.  The representative told me I would have to wait until February 10, 2006 before the case could be reviewed.  February 10, 2006 I called again and discovered the part was still back-ordered.  I was told someone would call me with more information inthree to five business days.  February 17, 2006 I called again and was told another two days were needed.  I made two more calls February 21, and February 23, 2006 to Customer Care before someone from Consumer Relations finally called me the morning of February 24, 2006.  I took the call on my mobile phone while shopping.  The representative offered to give me her number but because she told me she would be calling me again in a \\"couple business days,\\" and I was in a store, I trusted her and did not take her name and number.  <br />   <br />I did not receiver her callback and I placed another call to Customer Care March 3, 2006.   The representative told me the repair shop had been given instructions February 28, 2006 to make repairs to the broken part in order to repair my television and I should call the repair shop for an update.  I told him I wanted to speak with the Consumer Relations agent who called me and asked him to take whatever steps he was able to, so that Consumer Relations would call me that day. I also told him I would call the repair shop to get an update.  <br /> <br />Consumer Relations did not call and my call to the repair shop was no more productive.  The technician told me that he had not spoken with Philips recently but the last time he called regarding my case there was no record of it at Philips.  He told me he would have the service manager call me when he returned to the shop.  I have not received that call either. <br /> <br />I called Customer Care today.  The representative had no new information for me.  She told me she would \\"escalate\\" the case and someone from Consumer Relations would call me within two business days.  She explained she had to follow procedure and escalate the case in this way.  And If I do not receive a call, I should call back and the case will be escalated again so that I receive a call within 24 hours.  I asked her why the case wasn't already escalated as a result of the call I made Friday.  She said the representative didn't do so because I was going to call the repair shop.  <br /> <br />Some retailers have discontinued this television.  It is my experience that retailers will stop selling products that are defective.  I have searched for stores still selling it and have found it available at Target Online and Amazon. Target is out of stock. Amazon has the television for sale. However customer reviews tell stories similar to mine. Based on these customer reviews of this television and my own experiences,  I have come to the conclusion it is defective but there is no recall.   I do not want to accept my television with \\"repaired, previously broken parts\\" from the repair shop. Since my original warranty period has expired, in less than six months I will likely be faced with another repair that will be more costly than replacing the television.  I have to pay labor cost on this \\"repair.\\" <br />I plan to file a complaint with the Better Business Borough and seek legal council regarding this matter March 20, 2006 if I am unable to resolve this case to my satisfaction.   <br />