Consumer Care Chat assistance

Live Chat With Roger

Welcome to Philips Consumer Care 20:43
Interaction transferred to Customer Service 20:43
Agent has Joined the Conversation 20:43

Philips ChatBot:
Hello Yao, Welcome to PhilipsBot. To help us to help you, please answer a few
simple questions.
8:42:25 PM

Philips ChatBot:
Are you contacting us regarding:
8:42:26 PM
Me:
Oral Health Care (Sonicare & AirFloss)
8:42:36 PM

Philips ChatBot:
Did you know you can troubleshoot common issues and access our warranty and
replacement service at https://philips-us.infotip-rts.com/Home.xhtml?
&Page=ServicePg1&Producer=philips&retailer=PhilipswebsiteSonicareHomepage ?
8:42:38 PM

Philips ChatBot:
Is your question about…
8:42:39 PM
Me:
Other question or speak to an agent
8:42:57 PM

Philips ChatBot:
We'll put you in the queue to speak to one of our agents.
8:42:59 PM

Philips ChatBot:
We'll put you in the queue to speak to one of our agents. Please note, this may
take a while. In the meantime, the answer to your query may be available on our
frequently asked questions page https://www.usa.philips.com/c-m/consumer-support
8:43:01 PM
Please wait while we transfer your chat to the next available agent.
Roger S is your new agent for the chat session.

Roger S:
Hello, Welcome to Philips Live support chat
8:43:04 PM
Me:
Hello
8:43:12 PM

Roger S:
Good day to you, Yao!
8:43:26 PM

Roger S:
Hello! My name is Roger. I can see that your charger is not working. Is that
correct?
8:43:41 PM
Me:
Yes, that is correct.
8:43:52 PM
Me:
My husband has the same Philips toothbrush. His charger will charge my toothbrush,
but my own charger no longer works!
8:44:42 PM

Roger S:
No worries, you have the right person here I will make sure to resolve your concern
smoothly.
8:44:45 PM

Roger S:
I understand that you are concerned about your charger. Let's work together and
settle this for you.
8:44:52 PM

Roger S:
First, I’ll gather your basic information and details of the unit. Then we’ll go
through some troubleshooting steps. If that does not work, we’ll look into another
option. How does that sound to you?
8:44:55 PM
Me:
Ok
8:45:13 PM

Roger S:
Thank you. Before we proceed, may you confirm if the information below is correct?
Name: Yao Miller
Email address: wangyao1966@gmail.com
Location: USA
8:46:00 PM
Me:
Yes, that's right
8:46:13 PM

Roger S:
Thank you. By the way, would you be interested in receiving 15% off on your next
purchase and get access to special offers and product updates?
8:46:33 PM
Me:
No thanks
8:46:45 PM

Roger S:
Thank you. Let's proceed. Can I have the model and serial number of the product?
Also, may I know when and where you purchased your unit? The model and serial
numbers are located at the bottom of the toothbrush handle. The model number should
begin with HX followed by a series of numbers. The serial number is a 6-digit
numbers and usually starts with 1 or 2.
8:47:19 PM
Me:
Philips Sonicare ProtectiveClean 6100 Rechargeable Electric Power Toothbrush, Pink,
HX6876/21
8:48:24 PM

Roger S:
The serial number is located at the bottom of the toothbrush handle itself.
8:48:49 PM
Me:
190912 2c
8:49:01 PM

Roger S:
Thank you for that information. May I know when and where you purchased your unit?
8:49:28 PM
Me:
4/8/2020 -- the 2 year warranty expires tomorrow!
8:49:47 PM

Roger S:
Thank you for that information. May I know where you purchased your unit?
8:50:42 PM
Me:
Amazon.com
8:51:23 PM

Roger S:
Thank you. By the way, do you still remember if your unit was registered or not?
8:52:34 PM
Me:
We don't remember -- but we have the receipt from Amazon
8:53:21 PM

Roger S:
I see. Going back to your concern, we will now troubleshoot your charger. Have you
tried other working outlet?
8:54:04 PM
Me:
We will try
8:54:46 PM

Roger S:
Thank you. Please update me from time to time so that I know that we're still
connected.
8:55:51 PM
Me:
When we plug in the charger and attach the toothbrush, the second light from the
bottom - a yellow light - flashes
8:59:12 PM

Roger S:
Please try to charge your toothbrush for full 24 hours and if the issue still
persist please contact us back so we can further check the issue. ere's our chat
session ID for your reference: 60-0030740346 . The resolution will depend on what
happens after you charge it for full 24 hours. Would that be okay?
9:02:25 PM
Me:
Ok. Can you tell me what the yellow light means?
9:03:27 PM

Roger S:
It means your handle is out of battery and needs to be charged for full 24 hours.
9:03:59 PM

Roger S:
The resolution will depend on what happens after you charge it for full 24 hours.
Would that be okay?
9:04:54 PM
Me:
The toothbrush has been on the charging station for over 24 hours already, but the
yellow light is flashing.
9:06:31 PM

Roger S:
I see. Thank you for that information.
9:06:36 PM

Roger S:
There might be an issue with the handle also.
9:07:03 PM
Me:
I made a mistake. I told you that the toothbrush works on my husband's charging
station but not on mine. I was wrong. It's the same. If I put the toothbrush on any
charging station, the lower green light lights up for a few seconds then goes out..
9:10:07 PM

Roger S:
We will try to trouble shoot the handle so we can further check. Shall we proceed?
9:10:20 PM
Me:
Ok
9:10:25 PM

Roger S:
Are you using the charger that came with your toothbrush?
9:10:40 PM
Me:
yes
9:10:45 PM

Roger S:
Take off the brush head. Is there any vibration in the handle?
9:10:56 PM
Me:
I took off the brush head and turned on the toothbrush. It is vibrating.
9:11:53 PM
Me:
The handle is vibrating, I mean
9:12:10 PM

Roger S:
Based on the information provided. It seems that your handle and charger needs a
replacement.
9:12:25 PM

Roger S:
Yao, it looks as though the warranty on your handle expired in 2021 based on your
product information only. No worries, your date of purchase is still in warranty.
We stand by our products and we value your continued business. I’ve spoken to my
supervisor and I am able to make a one-time exception to send you a complete full
box set free of charge! To process a replacement for you, may I have your complete
mailing address (not PO Box) and phone number?
9:12:55 PM
Me:
Thank you!
9:13:28 PM
Me:
Yao Miller, 102 Beacon Hill Pl, Lynchburg, VA 24503, Phone: 434-851-9923
9:14:09 PM

Roger S:
Thank you. As you might have heard on the news, the global chip shortage is
impacting the tech industry. Everything from smartphones and cars to toothbrushes
rely on the tiny semiconductors - the brains of every electronic device. This also
impacts Philips. Due to shortage of chips, we have restrictions in our production
of toothbrushes and shavers. We aim to limit the impact on our consumers, so we
always try to provide you with a replacement of your broken product or get a
suitable upgrade.
9:14:53 PM

Roger S:
Upon checking here, your handle is not available. So we will be sending you an
upgraded version of your unit. We will send a Expertclean 7500 white unit. This
unit has 4 modes and 3 intensities. And this is also compatible with your current
brush head. Would that be okay? Here is the link for your reference:
https://www.usa.philips.com/c-p/HX9690_06/expertclean-7500-sonic-electric-
toothbrush-with-app
9:15:01 PM
Me:
Does it come in pink?
9:15:54 PM

Roger S:
As of now, there is no available due to shortage of chips, we have restrictions in
our production of toothbrushes and shavers.
9:16:25 PM
Me:
OK, white will be fine
9:17:40 PM

Roger S:
We appreciate your understanding and cooperation to this matter.
9:17:46 PM

Roger S:
For quality control purposes, you may receive a return label in your replacement
shipment. If this is the case, please return your old (unit in full box) so we can
conduct further evaluation. You can refer to your user manual at philips.com for
disposal instructions.
9:17:57 PM

Roger S:
Please be advised that you can properly dispose the old handle. Just in case you
didn't get a return label together with your replacement. You will receive a
shipping confirmation email to track your replacement, but in general, shipping
takes around 3-5 business days. Here's your case number 60-0030740346 for your
reference. Your satisfaction means everything to us. Have we covered everything
that you wanted to discuss today?
9:18:07 PM
Me:
Yes, thank you!
9:20:06 PM

Roger S:
Thank you. Your satisfaction is a great compliment to us. By the way, you may
receive a short email survey where you can let us know how likely you are to
recommend Philips to others, with 10 being the best, and how you felt about the
service I provided today. I hope you are happy with our service and if there’s
anything else you need, feel free to give us a chat back. It has been a pleasure
chatting with you. Is there anything else I can help you with today?
9:20:38 PM
Me:
One question -- we still have 2 extra brush heads that we bought for the 6100. Will
they fit on the 7500?
9:21:33 PM

Roger S:
Yes it is. Please let me know if I can provide any additional support.
9:21:56 PM
Me:
Ok. That's all. Thanks for your help!
9:22:23 PM

Roger S:
Thank you for using our Philips live chat service. I am now closing this chat. If
you have any more issues, please don't hesitate to let us know. Have a great day!
9:23:19 PM
The agent has ended the chat.

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