Quick Action
Repair/replacement – Book your toothbrush in for repair online.
Alternatively contact Philips Sonicare –
Telephone 1-800-682-7664
(Monday-Sunday : 9:00 AM – 6:00 PM EST)
My very own hands-on testing, as well as customer feedback, has shown me just how reliable Philips Sonicare products are. A reputable brand in many different markets, their attention to quality and reliability remains true with the Sonicare brand and the electric toothbrushes produced.
Despite great attention to detail and reliability the very fact that the products have moving and electrical parts make them subject to faults, wear and tear.
Inevitably though being an electronic product it can go wrong.
Should your brush fail or not be performing as you would expect, the first thing to do is run through some of the tips we offer in our Sonicare troubleshooting and common issues guide.
If the troubleshooting doesn’t help resolve the problem, your toothbrush will require additional troubleshooting and potentially repair.
So what is the process when it does? How long is the brush covered for?
You can find the answers to these questions and more below.
Key Points
- Guarantee commences from the date of purchase.
- Buy the brush on 1st February 2020, the warranty will be valid until 21st January 2022.
- Under the terms of the guarantee, Philips Sonicare will for free of charge repair any defects or problems with the toothbrush that are as a result of a fault in the materials or workmanship in the construction and manufacture of the product.
- If the brush stops working for no reason this would be repaired for free.
- If the brush stopped working because it has been dropped from a height and damaged it this would not be covered.
- The guarantee does not cover faults as a result of improper use.
- If you try to repair or modify the brush the warranty will not be valid.
- Wear and tear of brush heads are not covered under the warranty.
- The warranty repair must be carried out by Philips Authorised Service Centre.
- The warranty will be voided if electric rechargeable handle damage is found to be attributed to the use of non-Philips Sonicare replacement brush heads.
How can I get my Sonicare electric toothbrush repaired & serviced in the USA?
The best procedure is to book your toothbrush in online here or call Philips customer service support centre, in the USA for Sonicare products on 1-800-682-7664.
You can use other contact methods available here if you prefer.
Explain the issues you are having and they will advise based on the model and the fault.
According to Philips Sonicare current procedures (which of course might change) should your toothbrush fails to work properly they can arrange a free of charge replacement of the faulty handle or charger (depending on the fault found).
This allows for a swift and effective resolution to any issue you may be having.
For In Warranty Service: Contact Sonicare on 1-800-682-7664 and explain the fault. They will take a few details and arrange for a replacement to be sent out in most instances. Alternatively, book your toothbrush in online here.
For Out of Warranty Service: There is no support for customers with brushes outside of normal warranty periods. You are expected to safely dispose of the brush and purchase a new one.
How long is the warranty on a Sonicare electric toothbrush?
The good news is that the brush is covered by a 2 year warranty/guarantee as standard.
As a US resident, in most instances (always subject to change) if you register your new electric toothbrush online at www.sonicare.com/register you can extend the warranty by a further 6 months, to total 2 and a half years (30 months) for no extra cost.
Therefore, if one day within the 2 year period the brush stops working for no apparent reason, you should be covered, just make use of the warranty.
The guarantee commences from the date of purchase. Buy the brush on 1st February 2020, the warranty will be valid until 31st January 2022 or 31st July 2022 (if you registered and got the extra 6 months free).
Register your Sonicare electric toothbrush
It is advisable to register your electric toothbrush once you have purchased it.
All you need do is head to www.sonicare.com/register
Here you can create an account (or login if you are an existing user). You can create an account using an email address or password or even via your social network accounts such as Facebook, Twitter, LinkedIn, and Google.
Once you have registered and activated the account, you can select your specific electric toothbrush from the list of models and enter the date of purchase and proof of purchase.
You will receive confirmation of the registration and the brush will now show within your account.
From here you can gain access to supports, manuals, FAQ’s write reviews and more.
Is there an extended warranty option?
If you register the brush online at www.sonicare.com/register you should get an extra 6 months free (offer subject to change). This gives you a little extra peace of mind should your Sonicare toothbrush need repair.
There are however no programs be those paid or otherwise to extend the warranty for 3-5 years for example.
What is covered in the Sonicare warranty?
The warranty starts on the day of purchase and runs for 2 years.
If your Philips Sonicare electric toothbrush product is defective during the warranty period, Sonicare will repair or replace it free of charge.
Examples of what the warranty will cover, but not limited to are:
- The brush no longer charging or holding a charge
- The battery life lasting less than the advertised time
- The brush no longer switching on or off
- The brush intermittently stops working
- The brush speeds up and slows down for no reason
The warranty does not cover cosmetic damage such as scratches, or damage caused by:
- Normal wear and tear
- Accident, misuse, dirt or water
- The product being tampered with
- Improper use
- Repairs carried out by agents not authorized by Sonicare
- Failure to take proper care of the product, including recharging
- The product being altered or used for commercial purposes
Is the warranty and repair process free?
If the fault with your electric toothbrush falls under the terms of the warranty and is within its warranty period, the Sonicare toothbrush repair will be free. Often, Sonicare will send out a replacement brush to replace your faulty one, rather than have you wait for the broken Sonicare toothbrush to be repaired.
You may be requested to return the faulty one for repair at which point you may well be responsible for return shipping fees.
How long will the process take?
The process is generally very quick.
Once you have logged the fault a resolution will be offered. More often than not this will be a replacement brush, but this is not a guarantee.
In this instance, you will be asked to provide some details and a new brush will be sent to you within a few days.
Will they collect the toothbrush?
No. Whilst subject to change, you may either be told to keep/safely dispose of the faulty unit once a new/replacement is issued.
It is possible that the faulty one may need to be returned, in which case you will likely be responsible for returning it to them via the postal system, at your cost.
How long will I be without a toothbrush?
On the rare occasion a brush should falter, Philips will look to resolve the issue promptly once they become aware of it.
Within a few days of logging the fault, you should have a new/repaired brush delivered to you.
Will they not just replace the toothbrush?
Normally yes, but this is subject to Philips Sonicare policies and whether certain conditions are met.
Do I need my receipt?
Retaining your receipt will be advantageous when it comes to booking your toothbrush in for any warranty repair, so it is worth keeping hold of.
Even better, go online, register your brush and upload a copy of the receipt when you buy the brush and then you and Philips have a digital record of this.
My electric toothbrush is outside of the warranty period can I get it repaired?
No. No policy exists for repair to toothbrushes outside of warranty.
I am not in the USA, where and how to do I get my brush repaired?
If you are not a US resident but have a Sonicare electric toothbrush your brush will likely be subject to the same warranty conditions, but regional variances in policy can occur.
Refer to your manual/documentation provided in the box at the time of purchase for your local warranty procedure and support contact numbers.
Is the battery in my Sonicare electric toothbrush handle replaceable?
The battery inside is not really designed to be replaceable. The handle within which the battery is contained is sealed and there is no simple process to remove or replace this.
Trying to do so will invalidate your warranty and likely make the brush unusable.
For any faults, battery or otherwise contact your local Sonicare support team.
What is the full warranty wording?
This is the full warranty wording taken from a Sonicare toothbrush user manual:
Philips warrants its products for two years after the date of purchase. Defects due to faulty materials and workmanship will be repaired or replaced at Philips’ expense provided that convincing proof of purchase in the qualifying period is provided. Philips recommends use of genuine Sonicare brush heads for optimal performance. Use of other brush heads may damage your Sonicare toothbrush and limit your warranty protection.
Contact our Consumer Care Center at 1-800-682-7664 (North America), outside North America contact your local Philips Consumer Care Center.
Internet information: www.sonicare.com (North America) or www.philips.com/support (outside North America).
WARRANTY EXCLUSIONS
What is not covered under warranty:
– Brush heads.
– Damage caused by use of unauthorized
replacement parts or unauthorized brush heads.
– Damage caused by misuse, abuse, neglect,
alterations or unauthorized repair.
– Normal wear and tear, including chips,
scratches, abrasions, discoloration or fading.
IMPLIED WARRANTIES
ANY IMPLIED WARRANTIES, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, SHALL BE LIMITED TO THE DURATION OF THE EXPRESS WARRANTIES SET FORTH ABOVE. IN SOME
STATES LIMITATIONS ON DURATION OF IMPLIED WARRANTIES DO NOT APPLY.
LIMITATION OF REMEDIES IN NO EVENT SHALL PHILIPS OR ANY OF ITS AFFILIATED OR SUBSIDIARY COMPANIES BE LIABLE FOR ANY SPECIAL, INCIDENTAL OR
CONSEQUENTIAL DAMAGES BASED UPON BREACH OF WARRANTY, BREACH OF CONTRACT, NEGLIGENCE, TORT, OR ANY OTHER LEGAL THEORY. SUCH DAMAGES INCLUDE, WITHOUT LIMITATION, LOSS OF SAVINGS OR REVENUE; LOSS OF PROFIT; LOSS OF USE; THE CLAIMS OF THIRD PARTIES INCLUDING, WITHOUT LIMITATION, DENTISTS AND DENTAL HYGIENISTS; AND COST OF ANY SUBSTITUTE EQUIPMENT OR SERVICES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES.
A little extra information is provided on the Sonicare website here: https://www.usa.philips.com/c-dam/b2c/suj/master/supporthome/Warranty/EN_US_OWS_PC_DA_MCC.pdf
Contact Philips Sonicare
For the most accurate and up to date information we advise speaking to the Sonicare customer affairs team. Their contact number is as follows:
1-800-682-7664
(Monday-Sunday : 9:00 AM – 6:00 PM EST)
Or use other contact options here.
***PLEASE NOTE: Electric Teeth are not affiliated with Philips Sonicare directly. The information is correct to our knowledge at the time of writing and provided in good faith. It is subject to change at any time. Provided primarily for US based Sonicare customers.***
Hi. My Phillips sonic toothbrush stopped vibrating. It makes 1-1-1-1-1 beeps twice. I replaced the heads. Same issue. Any ideas?
Hi Bob. Stopped vibrating when?
If you power it on the brush works normally?
Is the toothbrush fully charged?
Can I replace the handle with the battery where would I get it and what is the cost
Best to contact Philips directly on this to see if they can advise.
Air drop is not working no charging
Air drop?
The charging stand is connected to power and switched on?
Do you get any beeps or vibrations in the brush when you place it on the charger?
Is the brush powering on?
Can you confirm that myPhilips Sonicare Diamond Clean toothbrush is covered by warranty please? There is a sticker on the bottom of the box with two sets of numbers I.e. 031948031 and
881935152153 . The item was bought as a present for me but it is not working properly at present . I believe it was purchased about eighteen months ago. I would appreciate your consideration of this.
Thank you,
Brian O Connor.
Hi Brian.
I can’t help with this I am afraid, I am not connected to Philips Sonicare. You will need to use one of the contact options in the blue box at the top of this article titled ‘Quick Action’ to resolve this matter.
All the best.
my sonicare hx 6810/50 is making a lot of noise it looks like the bushing is gone off the shaft that hooks to the actual brush, it was purchased from amazon feb 7 2021
Hi Roger. Get in touch directly with Philips and they should be able to help. 👍
Dear Sirs,
I’d bought my Philips Sonicare Flexcare Plus Sonic Electric Rechargeable Toothbrush, HX6921/31 via Amazon on February, 2021. I was very much satisfied with it, but recently I’ve found out that my brush no longer charging. I live in Tallinn (Estonia). What is the best way for me to solve the problem? Thanks in advance!
Marina. You need to call them on +3726683062 (Monday to Friday 10:00 to 12:00 and 14:00 to 16:00) or you can email them.
Thanks a lot! Will do.
Regards,
Marina
“The good news is that the brush is covered by a 2 year warranty/guarantee as standard.”
No, that’s mediocre news.
Good news would be if the warranty/guarantee period is 5 or more years.
2 Sonicares in a year
the push to get he spray will not push down.
The other when pushing the button for starting it only last’s a second and goes off. I bought the second one directly from you. You should have a record of purchase
Hi Ann.
To clarify, we are not Sonicare. We are Electric Teeth a separate company. We don’t sell any products ourselves.
Is this the Airfloss you are referring to? Or is this a toothbrush?
Have you spoken to a Sonicare customer service agent as these products should be covered under warranty.
I was given a Phillips sonicare toothbrush for Christmas two years ago. about a month ago it the button to start the brushing action stopped working. How can I get this repaired?
Martha Feight
Martha,
Repair/replacement – Book your toothbrush in for repair online.
Alternatively, contact Philips Sonicare –
Telephone 1-800-682-7664
(Monday-Sunday : 9:00 AM – 6:00 PM EST)
Or use other contact options here.
I purchased model HX7533/01 double pack of toothbrushes from Costco. I purchased to replace older Sonicare toothbrushes. One of my toothbrushes started making loud vibrating noises as if the enternal workings were loose, and it lost vibration power. I am a loyal customer and would like to get a replacement for the faulty unit, this was a very expensive toothbrush set.
Hi Carroll. Sorry to hear of the problems you are having. If the toothbrush is less than 2 years old all being well it will be covered by the warranty. You will need to contact Sonicare directly on 1-800-682-7664 and explain the fault. They will take a few details and all being well arrange for a replacement to be sent out in most instances.
I WOULD LIKE TO CONTACT THE CEO OF PHILIPS “FRANS VAN HOUTEN” SONICARE VIA EMAIL . CAN I PLEASE GET AN EMAIL ADDRESS FOR HIM OR A MEMBER OF HIS STAFF
Vicky. Thanks for the comment. I have no affiliation with Sonicare, but his email address is: [email protected] according to ceoemail.com
Hello,
My Sonicare toothbrush started making a very loud (not good) vibration and the toothbrush head is not brushing with the vibration it was before the issue. My question is how can I find out when the warranty is expired.
Hi David.
Click here and you can input your toothbrush model number and you should be able to check the warranty period/if your brush is eligible.
Typically it is 2 years from the date of purchase if you still have the original purchase receipt.
I’ve had a Sonicate Essence model since Christmas and it has been working wonderfully until 2dsys ago. It will not hold a charge any longer. I’ve tried to plug it into another outlet to see if that was the problem, as well as trying to do a reset,but it still will not stay charged. What can I do to see about getting it repaired or replaced through the warranty?
Thanks in advance,
Jennifer Gillis
Hi Jennifer,
Sorry to hear you are having problems. You will need to try getting in touch with Sonicare using the details on this page, unless you are able to try returning it to the retailer. The only other thing to try first is using a different charger if you have access to one, just in case it is the charger that is faulty.
I have only had my Sonicare toothbrush since June. The shaft that moved the toothbrush head has come loose. It was repaired but was loose again after two days. I love my toothbrush but it is not effective while loose. I don’t have my receipt as it was given as a gift. What can I do??
Hi Terry,
Where did you have the toothbrush repaired the first time? Have you been in touch with Sonicare? It may be the case that you don’t need the receipt, especially if you still have the box that it came in which should have the serial number on it. Even if you don’t have the receipt or the box, it’s still worth getting in touch with them to ask if you’re covered.
Tried to call you. After I dialed there was nothing.
I want to see if my sonicare toothbrush is under warrenty.
It won’t work. Also, it won’t charge.
It is either under the name of Marguerite Sigrist or Marguerite Lutz
Please contact me.
Hi Marguerite,
We are not Sonicare, we have simply written about their warranty process. You can use the details in our article above to contact them.
Hi
My diamond toothbrush Sony care
Start by itself when it’s turned off ( vibrating noice and moving from clean to withening to sensitive to the bottom…)
It goes on ….. stop …..and hours later goes on again by itself and stoped
Thanks for your advice what to do next ?!?!
Nadine.
Best to get in touch with Sonicare directly if your brush is still within its warranty period. Your description suggests it is faulty. Customer Care Centre for Sonicare on 1-800-682-7664.
How long should I expect to use my Philips Diamond Clean motor before it’s vibrating action degrades to the point that it should be replaced?
Hi LeRoy. There is no definitive time frame that I am aware of. In theory, it should last for many rears ad should not really degrade. There will come a point at which the brush will likely stop working, but when that will be is very difficult to say. It is not unfair to suggest the toothbrush will likely last 5-7 years.
I purchased a Sonicare Diamond Clean toothbrush less than a year ago. It now only keeps a charge for a few days so, I called the Customer Service number and was told once these are around a year old that is normal & I now will need to keep the toothbrush in the charger. I bought this toothbrush specifically for overseas travel & it will not serve that purpose. This information should have been disclosed upfront. If it had been, I would never have purchased the brush.
The power button on my handle has stopped working. Can it be repaired?
Hi Charles. This will very much depend on whether your brush is within warranty or not. If it is a repair should be possible and covered under the warranty terms. You need to get in contact with Sonicare on: 1-800-682-7664
If outside of warranty the chances are slim, as even if you can find someone it will likely be uneconomical to do so.
Hello I have a diamond sonicare black toothbrush from target in rockwall tx , I bought about 1 year and 1/2 ago but I did not register nor do I have the receipt the toothbrush seams to have disconnected internally and there is a loud vibrating noise but the brush vibration is no longer what it was it seams the shaft is loosened is there anything we can do ..?
Hey.
It is still worth marking contact with Sonicare. Even if you don’t have the receipt, they should hopefully still be able to help, by likely taking some information from you. Contact Sonicare on 1-800-682-7664, you have nothing to lose!
Hi..i bought philips hx9210 toothbrush.
I have problem now the device can”t charge.
Could u please help me where to fix it?
Anywhere,i’m from malaysia.
When you say it can’t charge Asmawi, what exactly do you mean?
You have the charging stand and it is sat on/in it?
Are there any lights lit on the handle when in the stand?
Does the brush power on at all or make any vibrations?
Can you please provide a little more information so that I can help.
Hi Jon, Philips warranty center hours have changed to 9-6pm EST. They also have you on hold for 15 minutes then drop the call so reaching service requires the patience of Job. Based on the warranty period and no extended warranty, essentially the Diamond Clean is a $100/per year tooth brush investment. Not so nice Philips.
Hi Caty.
Where did you get this information of a change in time to the phone lines please?
9-6PM EST applies to a Sunday and 9am-9pm still applies Monday-Saturday, according to their website. That said, during this pandemic, there are likely temporary alterations to the operational hours.
I am sorry to read that getting through to them has been an issue and how your brush seems to have failed outside of the warranty period. Perhaps their more cost effective models like the ProtectiveClean 4100 might be an option for you?
I ordered a Philips Sonicare toothbrush, HX681A 180314-3B. It was some time last year and i love the brush. Problem is that it became very loud when in operation. I changed heads to no avail. Please let me know if it is still covered under warranty and what i may be able to do to get it fixed or replaced.
Hi George.
All being well it should be still covered by the warranty. You need to contact Sonicare directly on 1-800-682-7664.
My electric toothbrush has been making random noises in the last few weeks. Today it stopped working completely. I purchased it on Sept 15, 2018. Model number is HX 3210 B. I did register it when I purchased it. Can you help?
Elfie.
Sorry to hear the toothbrush has stopped working. If you have registered it, you have done the right thing.
However, here at Electric Teeth we are not affiliated with Sonicare and don’t carry out warrant repairs etc.
Contact Sonicare on 1-800-682-7664 and they should be able to assist.
I bought my first Sonicare tooth brush more than ten years ago and it is still working now. Since the handle charger is broken and cannot be replaced (discontinued I assume), I bought a new sonicare, the diamond version for big bucks, because I was really pleased with my first sonicare experience. However the new diamond HX939 broke within a year. Same problem as everyone posted here: the metal shaft connecting brush handle and head is loose, very loose! I know I can get a replacement, but it will broke and loose again in another year, and it will be out of warranty time. Very disappointed on the quality of a $200 sonicare diamond tooth brush, and hope the good quality sonicare products will come back one day!
Hi Esther.
Thanks for sharing your experience. It is a shame that this DiamondClean model has not lasted as long as your original model and failed so quickly.
Hopefully, Sonicare will look at ways they can improve the reliability.
I bought my sonicare toothbrush from amazon new in box. The register website will not let me register my toothbrush. Why?
Charlene.
Are you provided with any information as to why it might not be working? Error messages etc.
Have you been able to enter your model or serial number?
I am afraid I cannot say specifically why it is not working without more detail, even then I will be working a little blind.
Please be aware, the registration process is managed by Philips. We have no association. I have just written about it to help others.
If you are unable to register, giving their customer care centre a call on 1-800-682-7664 should allow you to resolve the issue.
Over the past few years I have purchased two Sonicare toothbrushes and have been very happy with the job they do. I replaced the first one because components of the brush were worn. The second one is now switching itself on at all times during day and night so I’ve let the battery run down. I, unfortunately, did not keep proof of purchase or register. (lesson learned). Do Sonicare sell the toothbrush only, i.e without charger as I now have two chargers and certainly don’t need a third. I’ve tried a toothbrush from your main rival but prefer Sonicare.
Regards
Isabelle Clarkson
Hi Isabelle, I have never seen Sonicare selling just the brush handle. The only time I have seen this is on the likes of eBay where someone might be selling a used or unwanted handle.
Your literature is deceptive. I purchased a Sonicare (Model HX685T) direct from Philips. It arrived with a flyer offering 6 months extended warranty and free brush head in exchange for registration. There was nothing on the flyer about anything other than registration being required to receive the brush head. On the phone your salesperson said that to receive the brush head I would have to subscribe to a contract in which I would receive (and pay for) a brush head every three months. There was zero about a subscription in the flyer promoting the extended warranty. This is deceptive. I might add that I had to call your customer service representative (call confirmation #0-0020589402) because I ordered a model HX 6877 and found a similar model number (HX6877/21) on the box and a third model number (HX685T) on the toothbrush. You have now wasted an hour of my time as well as not stood by your word.
Hi Paul.
Thanks for the comment and detailing your experience. I can understand your frustration.
Just to be clear, Electric Teeth and this page you have left the comment on are not affiliated or connected with Philps Sonicare in any way. We are an independent organization and have written about their warranty procedure to accompany other toothbrush content on our site.
I have Philips sonicare HX682P, my brush head become loose, its making noise while cleaning, i am using it just for last 2 months. plesae suggest.
continue to this comment,
I change its head, but problem is with its base part, not with the head, it is working fine, but is not vibrating enough, and it’s making little more noise.
it is not cleaning properly.
Shilpa.
Thanks for the details, I suggest you contact Sonicare to see if they can help further.
Contacted Philips through the phone number posted here and it was the best customer care experience I had ever. I just explained the problem and they told me a replacement would be sent to my address. Awesome! Didn’t have to be on the phone for more than 5/6 mins including wait time.
Thanks for the feedback on your experience Ahsan, great to read.
I have Philips sonicare HX682P, my brush head become loose, its making noise while cleaning, i am using it just for last 2 months. plesae suggest.
Shilpa.
Thanks for the comment.
When you say it has come loose, is it not staying on at all or it is still attached, but the fit is not quite as good?
Have you tried replacing the head and seeing what the fit of the new head is like?
My Sonicare toothbrush will no longer charge. I see this is covered under the warranty. What do I need to do to get repair or replacement?
Hi Brandi.
You need to contact Sonicare on 1-800-682-7664 and explain the fault. They will take a few details and arrange for a replacement to be sent out in most instances.
My Philips Sonicare toothbrush identified as the Xtreme with model number HX 3300 will not run continuously. This is the second one I have owned and both had the same problem. Attempts to get help by calling the listed help #1-800-682-7664 were extremely frustrating with endless promos, no connection to a human being, too loud wait music and a final advice to “hang up”. I found out Philips refuses to take written inquiries and when I did finally manage to speak to a human (at#1-800-712-6600) she wound up telling me I was out of luck and should just buy a new brush. This is not service!
Thanks for sharing your experience with us Ed.
It is of course very disappointing to read your encounter with Sonicare, it is far from what I would expect of a premium brand like this. Even, if the answer you got was not what you wanted to hear, it would perhaps have been less frustrating had you gotten through to a representative much quicker.
As far as I know the model you are referring to is quite old and has not been produced/sold for some time. How long have you owned it for?
Purchased at costco. Deluxe model that has the charger that you put head in to kill bacteria. One brush the top part came out of socket. The other just stopped working yesterday. What do I do.
Hi Karin.
If you purchased the product in the last month, you might be best of speaking to Costco, otherwise, I would advise making contact with Sonicare on 1-800-682-7664 to see what assistance they can provide.
sonic electric toothbrush coesw on intermittently with touching it.
your web site for trouble shooting takes me to “please register your details here.”, but then the security protection won’t allow a connection.
My handle needs replaced
George, sorry to hear you are having this problem with your toothbrush. We are not Sonicare. The best course of action, is to contact the Customer Care Centre for Sonicare on 1-800-682-7664.
I don’t have the receipt. I’ve owned my tooth bush 1 year and I didn’t register it so I have no proof. And it dead now and I can’t get it to charge. I put it on the charger and it makes a weird noise.
Jeff.
It is worth contacting Sonicare to see if it can be repaired. They might be able to work out the production date by details on the base of the toothbrush and may well honor the warranty.
At 3:40 am this morning I awoke to find my sonicare going crazy. It was turned on without anyone around it, the motor was cycling up, and the lights were all blinking. I took it to my patio because I was concerned that all of this activity could cause the lithium battery to explode or catch fire. At 5:30 am, I returned to the patio to find it still cycling. If you go online you’ll see a lot postings about sonicares turning on by itself.
This isn’t user error or abuse, this is a product that should not have made it out of the quality control process. A quick Google search reveals that it’s a well known problem and you have to question why Philips doesn’t engineer a solution? A quick look at the Consumer Affairs page has a lot of people taking them to task about both their product and their customer service. This is like a case study from a business class. Company X has a segment leading product, however, there are quality control issues. What’s the solution?
I’ll call their support team line, but if Philips doesn’t make this right I won’t go back.
Good afternoon. I have a Phillips diamond clean toothbrush that was given to me last year. This morning it just completely stopped working. I am in the process of moving to Florida and do not have any ppwk with me. Is there anything that can be done? I absolutely love this and really cannot afford another one. Thanks for your help.
Hi Brenda.
You will need to speak to Philips Sonicare and see what they can do. Even though you may not have paperwork, they may well be able to do something as they should be able to determine when the product was manufactured etc.
I bought a sonicare toothbrush for both myself and my wife. The warranty card says: “Please remember to keep proof of purchase for warranty entitlement.”
MY PROBLEM: The units were purchased from Amazon, from which no purchase receipt was enclosed. How can I ensure entitlement for our toothbrushes?
Hi Jerry.
A printed copy of the order confirmation/invoice that is available in your Amazon account will be sufficient.
I am from Hong Kong and bought a Sonicare toothbrush at Costo during my vacation in California last year. The toothbrush is now not working. Can I take it to my local Philips store for repairing?
Hi David,
I think it will be unlikely that your local Philips store will be able to help, but it is certainly worth getting in touch with them to ask, just in case.
Thanks for the instructions! I called the support number, answered questions, and they’re sending me a replacement.
After 6 months, the metal stick got stuck in the brush head and dislodged from the base. The watertight seal at the top of the base was also damaged.
The support staff asked me if I had ever dropped it (yes) and how many times I’d changed the brush head (twice) and my truthful answers didn’t disqualify me from getting a replacement sent out.
Hello,
Unlike most of the comments I’ve read here, my experience was very positive. (I was truly scared that the outcome would not be good)
I bought the Sonicare Diamond Clean, and it worked great for about 8 months. Out of the blue…no charge…no power…no restore. Googled different problems and one of my clicks directed me to this site. I tried all the tips and tricks, nothing solved the issue, so I called the 1-800-682-7664 number, which I found on this site, thank you Jon 🙏.
I was greeted promptly by a very nice gentleman, exchanged pleasantries, then got to the nitty gritty. After maybe 10 questions, he stated this model was know to have this issue if you didn’t download the app and update the firmware. If not updated and the charge runs completely out…there is nothing the owner can do. I did not have the receipt…I told him what store I bought it at…he looked up the model number on the bottom of the wand/handle and saw when it was made. He continued to tell me it was still within the 2 year warranty marker and they would ship a new factory sealed handle out ( I specifically asked and he told me the company never ships out refurbished items for replacements). Continued with my address. Shortly after received 3 emails…1 was copy of the malfunction problem…2 was a shipping receipt with label and tracking number…3 was a survey to complete about services rendered. It was a quick, simple, pleasant transaction. The only thing on my part to do was when the new handle arrives, place the damaged handle in the same box, attach the prepaid barcode sticker, and drop at the USPS office. I was really disappointed with the product failing, but the customer service was superb.
Hi Billy.
Thanks for the detailed feedback. It is great to hear the different experiences people have had. It certainly sounds like you got the customer service and support we expect.
I have a Philips Sonicare HX9140 toothbrush that is no longer working properly and I called in to get a replacement. I previously registered the device but Philips doesn’t have a record of it….I gave them the serial number and Philips will not honor the warranty for the toothbrush. I have purchased several Sonicare devices over the last 15 years and cannot believe that they wont replace it. They can request the device back to see that it is the model that I claim that it is and as a company that claims to be customer responsive I would not recommend purchasing any of their devices…. Signed Disgruntled and Dissatisfied Customer!!!
Sorry to hear about your situation Tony, it is disappointing to have to read such comments.
We appreciate you sharing your feedback for other readers to see.
I bought the Phillips Sonicare toothbrush with water pic combination 3 months ago. I put off registering it. Everything I’ve read sounds like I’m out of luck. Just wanted others to know not to buy this substandard product. I paid $189.00.
Rita.
What Sonicare toothbrush has a water flossing combination, I have not come across this.
Did you get a package that includes a toothbrush and a water flosser, or is it some kind of all in one unit? Waterpik (a different brand) I know makes an all in one solution.
What are the problems with it and why do you feel it is substandard?
Purchased the Philips Sonicare DiamondClean Smart Electric Rechargeable Toothbrush, 9300 Series, Black, HX9903/31 FFP through Amazon on June 4, 2019. After only 1 month, the unit stopped charging. Called customer service (what a nightmare) and was told that the software needed updating; I tried to download the software but was unsuccessful because it said the unit needed charging before the update! I give up, this is simply too complicated for a damn toothbrush. I have attempted to contact customer service numerous times during the last month but I’m either on hold forever or my call (conveniently) just gets dropped. I knew better than to pay $189.95 for a toothbrush and turns out I was right. I no longer want this piece of junk! What a shame!
Hi Sandra.
Thanks for the feedback. Despite the circumstances under which you leave this, it is more helpful than you might know.
Have you perhaps tried contacting Amazon customer services to see if they can help or would accept a return themselves?
Perhaps try emailing Sonicare to see if you can get a response that way? They do also have a live chat team, which might be an option?!
Called in today to use warranty service for my weak motor (broken) phillips sonicare toothbrush. It was only 6 months old. Took about 40 minutes to complete all the questions over the phone and was put on hold 5 times. Rep said a new handle will be mailed out, but that I no longer get my 2 years 6 month warranty. He said warranty is now only 6 months from today since I have “used” my warranty replacement service. I’m glad I’m getting a new brush but I feel a bit swindled as I expected this to be a 2.5 year toothbrush not a “maybe 1 year toothbrush.”
Hi James.
Thanks for the feedback. This is very interesting and not what I would have expected to hear.
What model of toothbrush do you have that has gone faulty?
Did you challenge the shorter warranty period? If so, what did they say?
I have two that have failed and won’t take a charge, the first one I thought …. oh well and then the second one failed, I bought them at Costco. we have been searching for our receipt and have had no luck finding.
Can you help us out here and let us know what we should do now.
Thank You,
Terrance Cameron
Hi Terrance.
Thank you for the comment.
I am sorry to hear about the issue that you have experienced with your Sonicare toothbrushes.
If you do not have your original receipt or have not registered the brush with Sonicare previously, this can make it a little more difficult for a warranty repair/replacement to be offered.
However, with that said, Sonicare may be able to assist as the serial numbers of the toothbrushes should give them some information to go by and all being well can act as proof that the brushes are within their warranty period, assuming you have not had them for more than a couple of years.
Give them a call on 1-800-682-7664 and explain the situation. Hopefully they can offer a satisfactory resolution.
All the best.
Just take it back to Costco. They’ll refund you the cost you paid for – they can look this up via your membership number. And you just buy new toothbrushes.
My mom gave me a Sonicare as a Christmas present from Costco. About two years later it wouldn’t charge. I had to bring back both original carrying cases, the charger and portable charger and both handles/ heads, but they looked it up on her account, went to the shelf and gave me a brand new set.
My sonicair won’t charge could you contact me please
Hi Wendy
Sorry to hear your Sonicare brush won’t charge.
We are not Philips Sonicare ourselves, so can provide only limited support. It it has been previously charging fine and now it has stopped, then it is probably best to contact Sonicare directly and get it booked in for repair, if it is still within the warranty period.
Customer Care Centre for Sonicare contact number is 1-800-682-7664.
I bought a pair Sonicare from Costco Toronto last year, now not working.
Sorry to hear that Shirley. As per the details in this article above ^, you will need to get in contact with Sonicare to help diagnose the problem and get it repaired.
It’s unfortunate that because you only have a contract with FedEx, you aren’t willing to ship to APO via USPS (the only shipping option available at these locations). For such quality products I expected your customer service to match. Although my product breaking after having it only 6 months has me questioning the quality as well. I’m disappointed.
Hi Abby,
I think your comment was directed at Sonicare. Just to be clear, we are not Philips Sonicare, we have simply written about their guarantee.
It sounds like they have been less than helpful in dealing with your issue.
Customer service excellent! Thanh You.