I bought a Philips Universal Remote model no. SRU 5130 from Vijay Sales in Mumbai around a month back. This remote was supposed to work on TV, DVD and Set Top Box. This is what was told to me by the sales person. However, I later found it was not working on the set top box even though the brand was listed in the manual of the remote. This is where the ridiculous journey began.
Since then I have called their call centre 3 times and their local service centre many more times. Once an engineer came but had no clue about what to do. He sat and read the manual for 10 minutes and then left. The answer given by the service centre was that they are unable to figure out why the remote is not working on my set top box and are trying to find a solution by searching on the net or consulting other senior engineers and shall get back to me as soon as they figure it out.
It has been more than 2 weeks since this last feedback from them. It is ridiculous that a company which launches a product has no idea what's gone wrong with it...! It is almost funny. I guess a lot of their products are launched in India without proper support training and systems. I again called their call centre yesterday and was given the same assurance that I had been given earlier - a solution will be given very soon.
So in case you are planning to buy a Philips Unoversal Remote, please be cautious and go ahead only if you are sure it will work on your devices. Otherwise you will be wasting your money. SRU5130 costs Rs.1099/-.
