Dear Mummies/ MTB,
Recently I had a VERY BAD encounter with Philips Singapore’s Customer Service regarding AVENT VIA Storage Cups.
I bought a lot of AVENT products during the OG 20% sales in Jan’09. I gave birth on 13 Jan & then started to use the product somewhere there then. One of the item I bought was the VIA Cups 240ml/8oz & 160ml/6oz bundle of 10 each in the box. The first few 6oz cups that I used have no leakage. Few days ago, I used one of the 8oz. I was surprised that it leak so I checked the cup. There was a needle hold at the mouth of the cup. The rest of the 9 cups also have the same problem. I believed this is the plastic molding defect. So I called Philips Singapore to check whether I can exchange the unused cups as I can’t use a defect item to store my BM & for sterilization.
The CSO who attended to me was Michael. He gave me a string of questions & asked for my receipt. I told him that I had thrown away the receipt. The stupidest thing is he even asked me how to spell the product. I told him that’s his product & he should know what that is. I already told him the remaining 9 cups are new & untouched, yet he kept asking me how many times have I used & where did I store it. Obviously unused items are in the box! He said with no receipt, there is nothing they can do as it is proof of purchase. He even suggested me going back to OG to reprint the receipt. I told him this is OG not any small shop that can trace backdated receipt. All he kept saying is “No receipt, they can’t recognize the item.”
I was angry as the product defect is due to the manufacture’s fault & in the end it become at the expenses of us, the consumer, I can’t even exchange the product.
I demanded to speak to his manager. His manager, Aaron Tan, again asked a lot of questions & said the same thing to me. He kept saying the service centre do not warranty items without receipt & it is very difficult to convince the service centre of the defect. When I asked him, “How do u warranty a plastic cup?” he did not answered my question & keep talking about the receipt. He also asked me did I check the product when I purchase. Items were all in box & sealed. Was it possible for us to check before buying??? Once open, its considered sold, isn’t it??
Here, I would like to emphasize that what if it was a gift? Do people buy gifts for others & leave the receipt in it? There is no flexibility in the way they deal with defect products. AVENT is AVENT from Philips, is there any imitation? If no, y can’t we exchange the defect products? If I had used it even if it was the manufacture’s fault, I will not ask for an exchange. But now, it is untouched, moreover, it is not cheap. Average per cup is $1.50. If there is no QC assurance on AVENT products, are we the consumers still able to trust them? For all we know, we will be buying defect products WITHOUT assurance & no exchange policy.
I am very upset & disappointed with the way they treat consumers who trust them. They breach my trust on their products. Therefore, please check all items from Philip Singapore if you are to purchase in future, keep the receipt as you may not know they sell defect items. My advise, best is don’t buy anything from them as the customer service or service centre have very bad way of treating the consumer.
For me, I will never trust them again. Never, again!
