- What problem has Philips identified with its Senseo® coffee makers?
- What is calcium build-up, or "extreme calcification"?
- What are you doing to resolve the problem?
- Is the recall for repair action free of charge?
- What is Philips’ advice to owners of a Senseo® coffee maker?
- If I decalcify now – do I still have to send in the affected appliance for repair?
- Can I continue to use my Senseo® coffee maker?
- How do I know if my Senseo® appliance is among the affected batches?
- Does the problem occur with all Senseo® coffee makers?
- Where can I find the product type number and production date?
- How long will it take to repair the affected products?
- Where can I return my eligble product?
- Is registration still needed?
- In the past decalcifying sachets have been send. Can I receive a free sachet?
- How has Philips organized the repair of my eligible product?
- Are all products repaired?
- How do I pack my product so it is safe for transport?
- Until when can I return my product?
- Until what moment can the consumer change their personal data in Infotip them selves?
- I've registered my machine - what happens now?
- I'm waiting for my packaging box, when can I expect it?
- I've received my repaired appliance, can I start using it straight away or do I need to do anything?
- What is the situation with my warranty?
- Who can I contact if I have questions about the repair process?
Q: What problem has Philips identified with its Senseo® coffee makers?
A: Philips has identified a safety problem which affects a number of Senseo® coffee makers produced between July 2006 & November 2008. Per year, the risk is less than three-per-million. Philips is committed to the well-being of its consumers and has decided to voluntarily recall the affected Senseo® machines and repair them.
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Q: What is calcium build-up, or “heavy calcification”?
A: Some water sources contain a higher concentration of calcium which can build up in the inner workings of the machine creating scale.
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Q: What are you doing to resolve the problem?
A: Philips will recall the affected machines and repair them.
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Q: Is the recall for repair action free of charge?
A: Yes. If you own an appliance from the affected batch, you are eligible for a free repair of your Senseo® coffee maker.
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Q: What is Philips’ advice to owners of a Senseo® coffee maker?
A: Our advice to owners is to check whether their appliance is part of the affected batch. If your coffee maker is part of the affected batch, please register via the system above And please decalcify it before further use. Decalcifying instructions can be found in the product manual.
Descaling for HD7805 through to HD7826, HD7840 and HD7841
Descaling for HD7830, HD7832 and HD7842
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Q: If I decalcify now – do I still have to send in the affected appliance for repair?
A: Yes. Recalled machines will be fitted with a new boiler which has an extra safety mechanism. Repaired machines should still be decalcified every three months – however, the extra safety mechanism will remove the issue.
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Q: Can I continue to use my Senseo® coffee maker?
A: If you have not regularly decalcified your machine as recommended, please decalcify it before further use.
Decalcifying instructions can be found in the product manual.
Descaling for HD7805 through to HD7826, HD7840 and HD7841
Descaling for HD7830, HD7832 and HD7842
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Q: How do I know if my Senseo® appliance is among the affected batches?
A: The affected batches were manufactured between July 2006 and November 2008 and have the following product type numbers: HD7810, HD7811, HD7812, HD7814, HD7816 & HD7832.
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Q: Does the problem occur with all Senseo® coffee makers?
A: No, the risk is limited to a batch of machines produced between July 2006 and November 2008. All Senseo® coffee makers produced from November 2008 have a technical update which eliminates the risk completely. The products affected have the following product type numbers: HD7810, HD7811, HD7812, HD7814, HD7816 & HD7832.
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Q: Where can I find the product type number and production date?
A: The product type number and production date can be found on the base of the Senseo® coffee maker.
To find the product type number and production date on the appliance, we advise you to unplug your Senseo® coffee maker and remove the water container and drip tray. The product type number has 8 digits, starting with HDxxxx/xx. It is built up from the Product Name and the Product Identification (ID) Both are noted in the top left hand corner of the label (see example HD7820/60 below).
The production date is noted in the first 4 digits in the bottom right hand corner of the label (see example 0912)
In this example the product HD7820/60 with production in week 12 2009 is not eligible because it is outside the affected production week interval.
To find the product type number and production date on the appliance, we advise you to unplug your Senseo® coffee maker and remove the water container and drip tray. The type number has 6 digits, starting with HDxxxx, and can be found in the top left hand corner of the label. The production date can be found in the bottom right hand corner of the label. Please only record the first 4 digits.
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Q: How long will it take to repair the affected products?
A: The repair process will be executed by the trade shops where you have bought the product.
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Q: Where can I return my eligible product?
A: All products can be returned to the general trade locations that can be found via
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Q: Is registration still needed?
A: The local dealer will accept the appliance for repair and will need some personal data to contact you after the repair has been finished.
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Q: In the past decalcifying sachets have been send. Can I receive a free sachet?
A: As of September 2009 the trade shops are coordinating the repair process. Therefore Philips has stopped supplying free decalcifying sachets as of September 2009. However, consumers are advised to decalcify their appliance before using it further. Decalcifying temporarily removes the risk. The dealers can inform you on the availability of suitable decalcifying products.
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Q: How has Philips organized the repair of my eligible product?
A: All consumers with a product that is not repaired yet can bring their product to a local trade shop. The trade shop will send the product in for repair. You will receive your or a new replacement product back from the trade shop.
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Q: Are all products repaired?
A: In some rare cases the product cannot be repaired. In such case you will be informed by the trade and you will receive a new comparable product.
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Q: How do I pack my product so it is safe for transport?
A: All consumers are asked to pack their product in their own box. The trade shop will label the box so it can be send to the repair location.
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Q: Until when can I return my product?
A: Eligible products can be returned until further notice. Communication will be via this website. Please follow the above mentioned link to go to the information page.
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Q: Until what moment can the consumer change their personal data in Infotip them selves?
A: The consumer can change their personal data until the box out mail or white mail has been send to them by the system. After that the consumer can only change their personal data via the call center who should close the old case and create a new one.
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Q: I've registered my machine - what happens now?
A: Within days of registering a Senseo® for repair, consumers will receive a sachet of decalcifying crystals by mail. Consumers are advised to decalcify their appliance before using it further. Decalcifying temporarily removes the risk.
The next stage in the process is for consumers to receive a special box, which they will use to package their Senseo® and transport it to a local drop-off point. Due to the scale of the recall action, the sending of boxes is phased to ensure that Philips can meet its promise of a 12 working day repair process – meaning that consumers are without their Senseo® for as short a time as possible. This means that a box could take up to ten weeks to be sent to the consumers address. Once the box is received, consumers are asked to bring their packaged Senseo to a local drop-off point with three days. From there, the appliance is sent to a central repair facility. The repaired product will be delivered to the consumer’s door, within 12 working days of its delivery to the central drop-off point.
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Q: I'm waiting for my packaging box, when can I expect it?
A: Due to the scale of the recall action, the sending of boxes is phased to ensure that Philips can meet its promise of a 12 working day repair process – meaning that consumers are without their Senseo® for as short a time as possible. This means that a box could take up to ten weeks to be sent to the consumer’s address.
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Q: I've received my repaired appliance, can I start using it straight away or do I need to do anything?
A: Your repaired appliance is ready for you to use.
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Q:What is the situation with my warranty?
A: Each repaired Senseo® comes with a new two year warranty.
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Q: Who can I contact if I have questions about the repair process?
A: You can contact the local Philips consumer care help desk. The local Philips Consumer Care can be reached the following telephone number 0810 000 205
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