FabianA few days ago, I was made aware of an interesting issue: the German Philips Hue support website no longer offers email contact options. I quickly realized that this was indeed the case.
The German website now only offers written contact options via Facebook, Twitter, and Instagram. All of these services require registration. Alternatively, the only other option currently available is the telephone support hotline, which is available Monday through Friday from 8:00 a.m. to 6:00 p.m. There is still a link to a contact form, but the form itself can no longer be found.
The situation is similar in other countries, where there is also no longer any traditional contact option via email. In the US, Philips Hue still offers a support chat that does not require prior registration.
A few weeks ago, I was still in contact via WhatsApp
I am actually a little surprised by the current situation. In December, I myself had established contact with Philips Hue via WhatsApp on a purely private basis. I’m not sure whether the email option was already unavailable at that time. Communication via WhatsApp went smoothly, even though the other end was probably using an AI translator. Within three business days, the defective product was replaced under warranty without any problems or major queries.
How is your experience with Hue support?
But is it really running so smoothly everywhere in the world? After receiving repeated critical reports about support in recent weeks, especially from the US and Canada, I would appreciate your feedback in the comments.
How did your last contact with Philips Hue Support go? Did everything go well? Were there any problems? What exactly was your concern and which country are you from? I look forward to hearing your opinions and experiences.
As a Canadian, my support through Philips Hue has been mixed. I had trouble with 3 battery-powered security cameras that could not be resolved remotely. I was communicating with them via Email and they grudgingly issued a return procedure form, but the process was convoluted and required me paying for shipping.
Fortunately, I checked my documents and found that I had purchased the cameras through Amazon (using the Amazon-Philips Hue “store”). Even though I was well past the 30-day return policy limit of Amazon, they authorized the return and a credit was issued soon after.
Makes me wonder about purchasing product direct from the Philips Hue website …
I contacted philips hue via fb messenger a few times last months and before. I am very positive about this kind of support. Very responsive and very helpfull.
I’ve had some contacts about questions and in the process of a return via WhatsApp. And so far really has been positive. Quick respond and always helpful!
Unfortunately I have found customer support awful. I have tried through both Facebook Messenger and WhatsApp. Every time I ask for an update, they seem to forget the case and I have to start from scratch.
Last time I ever order any products directly from the Philips Hue site. They sent me the wrong item. I spent 40 minutes on the phone just for them to tell me to use the website to do a self-service return. I started the self-service return, but never received a shipping label. Now when I try doing the return process again, I just get an error. Oh, and the “sorry for your experience” coupon also did not work on the philips hue webstie when I went to re-order my product. When I called support again, they wanted me to use WhatsApp… but I don’t have that app and I don’t want to download it. It’s a clown show when support agents tell you to download a third party app to get support? Why can’t you help me as I’m speaking to you? They already had my email to pull up the order. Absolutely baffling.