Regardless of whether it's a large or small provider: When things don't run smoothly, the most important thing is good support. Those who offer fast and good solutions can gain points with their customers. I tried the Philips Hue support this week and would like to tell you about my experience.
What exactly is the issue? In the summer of 2021, I bought a basic set of Hue Lily outdoor spots. In the meantime, two of the spots have faded very badly and another one has a lot of condensation and apparently also the first LEDs are busy. Both are not unusual problems for Philips Hue outdoor products.
This is what my Hue Lily looks like after almost two years
A few months before the expiry of the two-year warranty that Philips Hue voluntarily offers, I contacted the manufacturer on Tuesday at around 11:00 am via the form on the support website. A small description of the fault, two photos and the invoice as well as my personal data had to be provided.
The big surprise: After only three hours, I already received a call back to discuss the further procedure: I was to send my three Lily on their way with a parcel label, while at the same time three new ones would be sent to me.
My suggestion that it would be more practical if I returned the defective outdoor spots only after receiving the new Hue Lily spotlights because of the cables already laid in the bed was accepted without any discussion. And after only two days the three new spots arrived – the three old Lily have found room in the boxes and will be picked up by DHL on Monday. It really couldn't have gone any better.