I recently bought a new Philips "Design Collection" TV model 42PFL7603D which had what appears to be a production faults, none of the buttons on the side of the TV worked (On/Off, Menu, Program Selector, Volume). The retailer immediately collected the faulty TV and delivered a replacement but this second TV had the same fault.
I contacted Philips and informed them about what appeared to be a production issue and asked for a technician to contact me to confirm the fault; I also suggested that they immediately escalate the issue, however Philips did nothing and they had the audacity to tell me that it was the responsibility of the retailer to fix the fault. I was fuming and phoned back a few times to complain and to try and get them to be Pro-active and to look into the problem, but no joy there, the only progress was when someone suggested I tried to get a TV from a different batch.
Well, I had a third TV delivered, and guess what, the same fault. Further calls to Philips so called "Consumer Care" failed to get any pro-active response, it seems quite clear that all Philips staff are working from the same guidelines that lack provision for initiative or understanding of an issue. Even when the Complaints department called it was the same story, they would not listen, I had to put the phone down on them twice.
When TV number 4 was delivered I couldn't believe it, IT WORKED! without fault, and YES I am very satisfied at long last, pity about Philips though.