Serious issues getting any support out of Phillips for Hue Bulbs

Updated on June 28, 2017 in [Hardware for Philips hue]
0 on June 28, 2017

I am having serious issues getting any support out of Phillips for Hue Bulbs. I have purchased 40+ bulbs since they came out years ago. Over time I have bulbs that just simply won’t connect to the bridge (but they are still on producing the standard white light), even after trying to manually put them in or use Lamp Finder. When you have this many bulbs in one space and 4-5 don’t work it ruins the entire effect (when dimming / changing colors). The problem is since I do not have a receipt for the last round of bulbs I purchased (within the 2 year time frame) that will not support me at all. I am amazed how terse their communication has been and floored that they would not try to work with a customer that has spent thousands of dollars on their product.

Does anyone else have issues like this or know of a way I can get a bulb to connect? Please let me know if there is any additional info I need to provide. However, I have exhausted all options at this point trying to fix this on my own.

 

 

Here is the full thread with Phillips Support:

 

As stated in the previous email the receipts that you provided show that the Hue bulbs were purchased December31,2013 09:06AM, April05,2013 03:34PM, and Oct 01, 2014. With these receipts, and the warranty on the Hue bulbs being 2 years from the date of purchase we will not be able to further assist you with a warranty replacement. 

 

If you have any questions reply to this email or give us a call at 1-800-555-0050 9:00AM to 6:00PM EST Mon-Fri.

 

Thank you for choosing Philips,

 

Chris

Philips Customer Care

 

 

On Tue, Jun 27 at 3:03 PM , Jddaut  wrote:

Nope, I’ve purchased bulbs in the last 2 years from the Home Depot store just didn’t have receipts ready and available for electronic upload. Please respond to the issue. Thanks!

 

 Sent from my iPhone

 

On Jun 27, 2017, at 2:00 PM, Philips Lighting <plcsupport@tosystems.com> wrote:

 

 

I apologize for the late reply. Currently the warranty on the Hue bulbs is 2 years from the date of purchase. With your Hue bulb having been purchase in 2013, and 2014 they currently are out of warranty and we will not be able to warranty your Hue bulbs at this time.

 

 

If you have any questions reply to this email or give us a call at 1-800-555-0050 9:00AM to 6:00PM EST Mon-Fri.

 

Thank you for choosing Philips,

 

Chris

 

Philips Customer Care

 

 

Dear colleague,

 

 The following inquiry, registered as PHLM-170626-0108 needs your attention. The customer has indicated this is a Consumer request, that is why we are sending this inquiry to you.

 

Address : ,,Kansas

 Zip :

 City :

 Country : United States

 Language : English

 Type of Question : Consumer

 

 Inquiry: I purchased 40+ Hue bulbs over the last 5 years. I am very unhappy though, as many as 6 of my bulbs do not connect to my bridge (gen 1). I have constantly tried to update the software on my bridge and my bulbs and did so last night to make sure all of the software was up to date. I have tried everything:

 

  • Manually adding bulbs by serial number
  • Lamp Finder (I did have the best luck with Lamp Finder)
  • Auto Search for bulbs

 

 All but one of my lights turns on, but just does not communicate with the hub as the hub says that the bulbs are unreachable. I have read every forum on this topic, and tried to do many things over the last 12 months. But when you have many lights in a large space but a small number that do not work if ruins the entire effect.

 

 How do I get replacement bulbs that work?

 

 FYI – – I attached a few of my receipts that I could find via email.

 

 

 With kind regards,

 Philips Lighting Team

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