Top critical review
The WORST customer service experience for a premium product I've ever encountered.
May 31, 2018
I hate having to give a 1 star review for a product I love. I do love the Hue family, I have a lot of their bulbs over my house. However, their customer service for defective devices is TERRIBLE.
I called to submit a warranty claim after this bulb died after 2 months. First, I called, and was talking to a helpful person, who got my email and said she'd start the claim. I'd need pictures of the serial number, and the bulb and they'd send me a shipping label to return. As expected, the email asked for pictures of the serial number and product number which I sent. 3 days later I received another email asking for more information, was the bulb used indoors/outdoors (indoors), was it used on a dimmer (no), was it used in a lamp or permanent fixture (lamp). I answered all questions, expecting a shipping label. Instead, I got ANOTHER email from support. What type of material was the lamp made out of? What type of material was the fixture made out of? How many hours a day was the product used? Can I have pictures of the lamp in question?
I don't understand why this process has to be so complicated just to return a defective bulb. Phillips Hue is a great line of product, Phillips customer support is AWFUL.