Phillips Exclusion of USB adaptors for shavers
I bought a Phillips series 7000 shaver for AUD254 from Harvey Norman yesterday.
On opening the box I found only a USB cable with no adapter to connect to mains. (I then found in small print in a corner of box “a charging power adaptor NOT included”) and a leaflet saying “our ambition is to reduce waste and minimize the number of USBs we put in market”.
But there was no adequate explanation of the required adaptor. In small print under “warning” the multilingual info leaflet says “to charge the product only use a certified safety extra low voltage (SELV) supply unit with output rating 5V, > 1A” but no mention of the fact it needs to be an AC to DC adaptor and no warning that the usb should not be connected direct to mains through a standard usb adaptor (lacking AC to low DC conversion).
I then called Phillips customer care in Australia and was directed to another company “statewide” for spare parts to order an adaptor costing $23.95 PLUS $15 for delivery. I then called back general enquires at customer service to file a complaint (case number 37298932) and was given the following reasons for usb adaptors not being included:
1. “Adaptors are not included to help the UN sustainability goals”. But putting me in a situation where a truck has to deliver the adapter to me is doing the opposite of achieving sustainability goals.
2. The customer care lady then explained that “Phillips’ intent is for customers to use their own adaptors and thereby reduce the number of adaptors”. But Phillips failed to give adequate explanation of the type of adaptor required, failing to even mention it has to be AC to DC.
3. The customer service lady then explained that “we sometimes exclude elements to reduce overall cost of product” - but I had to pay $15 extra for delivery of adaptor….I would much prefer that the $24 cost of adaptor was added to cost of shaver saving me time, effort, $15, and 3-5 business days wait for arrival of adapter so I can use the shaver!
Beyond the above there is a real concern that by not adequately flagging the exclusion of adaptor and by not adequately explaining the correct adaptor to use someone might quite understandably plug the usb cable straight into a standard usb adaptor straight into the mains causing potential overheating and lithium battery fire as well as permanent damage to shaver.
For Phillips to dress this exclusion of adaptor in green and as trying to achieve UN sustainability goals and at the same time fail to adequately flag to customer the absence of the adaptor and fail to give adequate explanation of required adaptor is incompetent and lacking in diligence and will result in the opposite of the stated goal of helping achieve UN sustainability goals
