The complaint has been investigated and
resolved to the customer's satisfactionResolved Philips Sonicare — bad service
resolved to the customer's satisfaction
I purchased an Elite model 9500 and had to have it replaced under warranty because the on/off button fell out. The replacement I was sent was the R710. This has only one brush head and no cord storage. The 9500 had two brush heads and cord storage in the base. Their R732 model has two brush heads and cord storage.
I explained this to the customer service rep I spoke with on the phone and also explained that on amazon.com, the 9500 and R732 are the same price and the R710 is $20 cheaper, indicating it is not an equivalent replacement for the 9500. I was rudely told that the R710 is better than the 9500 and that I could not get an R732 as a warranty replacement.
So now I have to go out and buy a pair of brush heads to be able to use the item I was sent to replace their defective product, and deal with a cord that is too long. I will never buy another Sonicare product again, and I will be careful to avoid buying anything made by Philips since they obviously make defective products which they refuse to stand behind.