I find it strange that DHL is telling you this about the shipment of your replacement unit when the defective shipment is just about to start.
@Philips_Support_T who’s handling this isn’t in the office but I’ve asked for someone else who can advise to chime in. In any case do send it back but don’t pay the DHL courier anything at pickup if the defective unit.
My colleague who was handling this is on vacation this week, which is why you haven’t gotten any reply on your email from yesterday. I’ve now updated your ticket myself.
The DHL guy who called me previously said that it would be ok. But I wanted to make sure and reached out to their customs department before shipping out. The lady there told me it would be considered as a new product and new customs tax will accrue. That’s why I wanted to check this situation urgently with you the day before before shipping back.
Anyways, the thing is not working. I’ll send it back and see what happens. If it turns out that they are asking me to pay taxes again, I’ll not pay but seek my rights in alternative routes. Really hope it doesn’t happen.
Any update on this @levent?
Well, I returned the product. Last mail I received from Philips is 10 days old. I’ve sent two mails so far to remind them about the documentation of the return process, but no replies so far. According to DHL, the return process is complete, but no update from Philips.
In summary, business as usual…