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In Reply to: any good Philips SACD1000 players out there posted by cody_the_cat on January 1, 2005 at 10:23:02:
In a posting below, I posted the email addresses for the CEO of Philips North America and other senior VPs at Philips North America, including their VP of Branding. I have begun to send them emails about my experience and would like to get a real email campaign going directly to the CEO and his cronies. Please find that posting below and email those folks with your comments. I am hoping that by getting the attention of top brass directly, we might be able to make something happen.
Follow Ups:
Thanks for posting the Philips North America Contact information. Perhaps after the holidays the appropriate people will turn off their e-mail autoreply and get down to business. There is so much they could tell us: for example, have they considered a general recall of the product? And if not, why not? And then there's the confusion of Philips' and the authorized servicers' handling of this issue (although that shouldn't surprise anyone who has worked in or dealt with a large corporate organization).Actually, I got my SACD 1000 refund in early December, but I would still like to hear the company's own true explanation for what went wrong with that unit and why, and I would appreciate an apology for dashing my hopes of SACD bliss.
One thing I'll predict for their organizational learning: Philips will no longer be offering any two-year warranties on anything.
--Deacon Blues
Recalls are not done for the benefit of the user; ever! They are done to protect the manufacturer from further financial loss. When Honda recalled my Civic last month, due to a side airbag possibly ripping WHEN IT WENT OFF!!!!!, they did so not because it was the right thing to do, but because it would cost them more if it failed to work and I died. It is a mathematical calculation as to what is cheaper. Fix it or let you stew.Until you can show Philips why the players may subject them to massive financial losss, like my death and the deaths of others would expose Honda to, no recall. Yes, it is the right thing to do. But not in the corporation's best interests, i.e., $$4.
Your Honda could have been voluntarily recalled by the manufacturer, or the recall could have been ordered by the federal government via the National Highway Traffic Safety Administration. Unfortunately, there is no NHTSA for consumer electronics and digital devices.
Well, there can be another reason for large companies to take action that might not impact short term $$ or long term liabilities, and that is the button I am trying to push. In my "day job" I work with lots of CEOs, CFOs and Senior VPs. Many more times than the average Joe realizes, they will indeed respond directly to letters, memos, emails, etc that get to them. They will take a personal interest in matters brought to their attention by/from customers and they will personally put the wheels in motion and oversee the response. This is especailly the case when brand reputation can be damaged by problems perceived by a key market segment. In Philips case, I have pointed out to the CEO that audio/video geeks like all i\of us tend to be IN GENERAL affluent (or willing to spend money they don't really have!!), well educated, brand loyal, and - especially through forums such as this one - are not hesitant to spread the word about a brand's problem.So I am optimistic that emailing the top management directly will have more of an impact with a REAL resolution than it would simply communicating with yet another apathetic underling.
Check the long sordid history of the Philips SACD 1000 here and how it has affected the perception of Philips as a corporation.Damaged reputation? That horse has long ago left the barn. Philips is not going to throw good money after bad now. Key market segment? Surely, those at Philips with any knowledge of the miniscule audiophile market realize how stubbornly audiophiles hold to their prejudices. Hell, most of these guys still listen to lps and consider anything more than two channels to be the Work of the Devil. Philips' executives made a conscious decision to leave the high-end market and realize they can't go back. They do not care if you and every other SACD 1000 buyer won't buy another Philips product because millions of non-audiophiles who have never heard of SACD, much less the SACD 1000 (aka "stunning jewel"), will still happily lap up their disposable Chinese-made tin boxes full o' circuits.
Give it up, it's not worth the effort.
I hadn't thought of it that way, but you are right: a manufacturer or seller would not initiate a recall unless there were some threat of serious liability damages. I can see the headlines now: "Another SACD 1000-related death!--Deacon Blues
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