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What problem has Philips identified with its Senseo® coffee makers?
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Philips has identified a safety problem which affects a number of Senseo® coffee makers produced between July 2006 & November 2008. Per year, the risk is less than three-per-million. Philips is committed to the well-being of its consumers and has decided to voluntarily recall the affected Senseo® machines and repair them.
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What is calcium build-up, or "extreme calcification"?
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Some water sources contain a higher concentration of calcium which can build up in the inner workings of the machine creating scale.
| HR 1560,HR 1561 und HR 1565: | von 04280 bis 05490 |
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What are you doing to resolve the problem?
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Philips will recall the affected machines and repair them.
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Is the recall for repair action free of charge?
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Yes. If you own an appliance from the affected batch, you are eligible for a free repair of your Senseo® coffee maker.
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What is Philips’ advice to owners of a Senseo® coffee maker?
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Our advice to owners is to check whether their appliance is one of the affected batch. If it is, please take it to the retailer where you bought it or to a Philips Authorised Service Centre. Your retailer will arrange for a repair / exchange if you purchased the product less than one year ago. If you purchased it more than one year ago, the repair / exchange can be arranged via a Philips Authorised Service Centre.
In addition, please descale the Senseo before further use. Descaling instructions can be found in the product manual.
Descaling for HD7805 through to HD7826, HD7840 and HD7841
Descaling for HD7830, HD7832 and HD7842
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If I decalcify now – do I still have to send in the affected appliance for repair?
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Yes. Recalled machines will be fitted with a new boiler which has an extra safety mechanism. Repaired machines should still be decalcified every three months – however, the extra safety mechanism will remove the issue.
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Can I continue to use my Senseo® coffee maker?
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How do I know if my Senseo® appliance is among the affected batches?
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The affected batches were manufactured between July 2006 and November 2008 and have the following product type numbers: HD7810, HD7811, HD7812, HD7814, HD7816 & HD7832.
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Does the problem occur with all Senseo® coffee makers?
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No, the risk is limited to a batch of machines produced between July 2006 and November 2008. All Senseo® coffee makers produced from November 2008 have a technical update which eliminates the risk completely. The products affected have the following product type numbers: HD7810, HD7811, HD7812, HD7814, HD7816 & HD7832.
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Where can I find the product type number and production date?
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The product type number and production date can be found on the base of the Senseo® coffee maker.
To find the product type number and production date on the appliance, we advise you to unplug your Senseo® coffee maker and remove the water container and drip tray. The product type number has 8 digits, starting with HDxxxx/xx. It is built up from the Product Name and the Product Identification (ID) Both are noted in the top left hand corner of the label (see example HD7820/60 below).
The production date is noted in the first 4 digits in the bottom right hand corner of the label (see example 0912)
In this example the product HD7820/60 with production in week 12 2009 is not eligible because it is outside the affected production week interval.
To find the product type number and production date on the appliance, we advise you to unplug your Senseo® coffee maker and remove the water container and drip tray. The type number has 6 digits, starting with HDxxxx, and can be found in the top left hand corner of the label. The production date can be found in the bottom right hand corner of the label. Please only record the first 4 digits.
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How long will it take to repair the affected products?
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The repair / exchange process will be arranged by the retailer where you bought the product or by a Service Centre. They will inform you about the specific repair / exchange details.
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Where can I return my eligble product?
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Your retailer will arrange an exchange within one year of date of purchase, after this period, the exchange can be made via Philips Authorised Service Centres. Please contact our consumer care centre for your nearest Authorised Service Centre.
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Is registration still needed?
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The local dealer will accept the appliance for repair and will need some personal data to contact you after the repair has been finished.
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In the past decalcifying sachets have been send. Can I receive a free sachet?
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As of September 2009 the trade shops are coordinating the repair process. Therefore Philips has stopped supplying free decalcifying sachets as of September 2009. However, consumers are advised to decalcify their appliance before using it further. Decalcifying temporarily removes the risk. The dealers can inform you on the availability of suitable decalcifying products.
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How has Philips organized the repair of my eligible product?
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All consumers with a product that is not repaired yet can bring their product to a local trade shop. The trade shop will send the product in for repair. You will receive your or a new replacement product back from the trade shop.
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Are all products repaired?
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In some rare cases the product cannot be repaired. In such case you will be informed by the trade and you will receive a new comparable product.
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How do I pack my product so it is safe for transport?
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All consumers are asked to pack their product in their own box. The trade shop will label the box so it can be send to the repair location.
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Until when can I return my product?
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Eligible products can be returned until further notice. Communication will be via this website. Please follow the above mentioned link to go to the information page.
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I've received my repaired appliance, can I start using it straight away or do I need to do anything?
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Your repaired appliance is ready for you to use.
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What is the situation with my warranty?
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A repaired Senseo® which was registered before September 1, 2009, comes with a new two-year warranty. You will receive the warranty letter by email and mail if you registered before September 1, 2009, and gave an email address. If you registered without giving an email address you will receive the warranty letter by mail. If your Senseo is repaired / exchanged via a local retailer or Service Centre you will receive a proof of warranty from the retailer or Service Centre. In this case a different warranty period applies.
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Who can I contact if I have questions about the repair process?
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If you have any specific questions about the repair / exchange of your Senseo, contact your local retailer or the Service Centre where you brought your Senseo. For general questions about Senseo please call the Philips Consumer Care helpdesk on telephone number 01601 1777. The helpline opening hours are: weekdays from 8.30 am to 8.00 pm and Saturdays from 9.00 am to 6.00 pm.
