Fal READ PLEASE​

NO SE PUEDE UTILIZAR POR LLAMADA/EMAIL EL TROUBLESHOOTING

EN ESTA LISTA, PUEDEN UTILIZAR LOS PASOS PARA ESCALACIONES
Y PROCEDIMIENTOS. EL TROUBLESHOOTING DEBE SER SEGUIDO EN
SNOW.

También está completamente prohibido mandar estas fotos (ejemplo la

lista de TV's compatibles o los FTA)

___________________________________________
ERROR DOMAIN 6 WORKAROUND/HOME HUB
REQUIRED
Issue

1.​ Customers with new or existing Apple Home setups noticed luminaires became
"unresponsive" and removed their Apple Home integration with Hue to re-add it. If
they had an Apple Hub, they would see an Error Domain 6 and if they did not, they
would get a message requesting a Hue Hub.
2.​ New customers attempt to set up Hue Bridge with Apple Home but they either get
a message requesting an Apple Hub (if they do not have one) or an error
message with Error Domain 6 (if they have an Apple Hub).​
​
​

​
​
Conclusion: The Siri and Apple Home setup always redirects you to a Matter setup
through the Hue App.​

Troubleshooting (Workaround)

1.​ Make sure the Hue Bridge and the iOS device are up to date (always check
manually for software updates).
2.​ Make sure the mobile device is connected to the same network as the Hue Bridge.
3.​ Check under Hue app->Settings->Smart home->Siri & Apple Home->Settings if
"Unlink from Apple Home" is displayed, please do so.
4.​ Delete the Hue bridge using the Apple Home app: Apple Home app->3 dots top
right->Home settings->Hubs & bridges->Click on the bridge and delete.
5.​ Power Cycle the Hue Bridge (1 minute) and wait until it fully starts.
6.​ Press the big button on the Hue Bridge once.

7.​ Within 10 minutes of step 6, set up Hue Bridge in the Apple Home App directly
(not the Hue App). Go to Homekit > (+) sign > Add Accessory. If this does not
work, write the code manually by tapping on "More options".​

8.​ If none of the steps above work, please ask the perform a Factory Reset of the
Hue Bridge.The customer needs to be made aware of what will happen and
needs to agree to do so(!)

If none of the steps above work, please ask for a picture of the back of the Hue Bridge
and gather the Production date and make sure it does not fall under the affected bridges
with the HomeKit Pin error. ​
​
In case the workaround does not work, please see below for a statement to
kindly share with the customer as we work towards a solution: ​
​
“Dear Customer,

Thank you for your inquiry.

Our development team is aware of this issue and is working hard to resolve and restore
the link with Apple Home.

In the meantime you can continue to use our products via the Hue app and/or
Accessories”
Wiz with Homekit

●​ First of all:
○​ make sure your smartphone system is with the compatible OS version
■​ iOS 16.1
○​ make sure your hub is Matter supported and with the compatible version;
for Apple, you could choose HomePod mini or Apple TV (more details)
●​ Secondly, follow the previous follow to update your WiZ device and trigger the
setup mode on device
●​ Thirdly, open your Apple Home app and tap "+" to add new accessory
○​ Scan the QR code or input the numeric code; if you're using the same
iphone for WiZ and Apple Home app, then you may tap "More options"
○​ Then you shall see the list of devices discovered by Apple Home
○​ Tap the device you want to setup, then it would allow you to paste the
numeric code
○​ Then, the Apple Home app would start to install the device. You shall just
follow the instruction to finish the setup. ​
SCAMMER HUE LIGHTSTRIP​
This customer uses the same picture of lightstrips
(EXTENSIONS & BASES) to get free replacements​
PRODUCTON DATE: H1U, 1EW (there could be more)​

PHONE NUMBER: +1 919-656-1666​

MAILING ADDRESS: 1117 chicory street, Cary, NC, 27519
-CUSTOMER USES DIFFERENT
NAMES AND EMAILS, PHONE
NUMBER AND PICTURE ARE
CONSISTENT.​
-EVEN IF THE CUSTOMER PROVIDES
A RECEIPT, DO NOT SEND ANY
REPLACEMENT UNTIL THE
PRODUCT IS RETURNED AND HARTE
HANKS HAS CONFIRMED IF THE
CORRECT PRODUCT ARRIVED
​
WHAT TO DO?​
​
IF THE CUSTOMER REQUEST A REPLACEMENT FOR THIS PRODUCT. ATTACH THIIS
TICKET AS A DUPLICATE OF ONE OF THESE TICKETS #4148044, 4174668
4174960, 4160039 (ONLY ONE OF THEM) DEPENDING ON WHAT PRODUCT HE IS ASKING
FOR (BASE OR EXTENSION)

AND SEND THE FOLLOWING EMAIL:

​
Dear XXX​
​
Thank you for contacting Philips Lighting under ticket number XXXX.​
​
We would like to inform you that a replacement for this product has already been processed
under reference number [INSERT PREVIOUS TICKET]. ​
​
In order to move forward with the replacement, we will need you to please return the product first,
once the product is received, your replacement order will be placed.​
​
We have attached a return label for your return convenience. Please return the product(s)
utilizing the label with tracking number: XXXXXX [CREATE RETURN LABEL].​
​
If I do not hear from you, this will be taken as an indication that you no longer wish to pursue this
matter further, and Philips will consider your case closed. ​
​
Kind regards,​
XXXX

​
______________________________

CUSTOM AUTOMATIONS KNOWN ISSUE:

Issue: There’s a bug when creating or editing Custom automations set to either start or end with
sunrise or sunset using a negative offset (i.e. only when you select the option X minutes before
sunrise/sunset); all other combinations of Custom automations work fine, and if you had these
settings on existing automations they will continue to work fine.

Solution: customer encountering this issue must update their Hue App to version v4.49.1
HUE BRIDGE 3RD LED NOT TURNING ON (FIRST SET
UP)
SYMPTOMS: Due to some hue cloud changes, some bridges are not able to
establish the cloud connection (3rd LED off or blinking).​
​
This should be fixed once the bridge is added to the app and receives the latest
firmware update.​
​
However, in order to update, the bridge needs to be added to the Hue App, which
is not possible if the 3rd LED is off (bridge not found).​
​
WORKAROUND: FIND THE BRIDGE IP ADDRESS (FING, WINDOWS,
ROUTER’S DEVICE LIST) AND ADD THE BRIDGE VIA IP ADDRESS.​
​
ONCE ADDED THE BRIDGE WILL UPDATE WITHIN THE NEXT 24 HOURS
AND WORK NORMALLY.​
​
If customers ask why this happens just say that is under investigation and offer the
workaround. ​
​
THERE IS NO ETA for a fix, this only applies to NEW Bridges.
​
IF THIS DOES NOT SOLVE THE ISSUE PLEASE CONTINUE
TROUBLESHOOTING AS A REGULAR 3rd LED ISSUE
FOLLOWING THIS FTA
​
NOTE: This is not the case for all onboarded bridges (or replacement
bridges), so be mindful when informing the customer that this is a ‘’known
issue’’ as this does not apply to every situation.

HOW TO MAKE A RETURN LABEL

Afectacion: Todo retorno B2C (no incluye productos en garantia, dentro de los 30dias, de
Webshop, entiendase, con codigo PHUS y accediendo a la garantia de la web. Este cambio es
solo para productos HUE, y regulares, comprados desde otra pagina o tienda y tmb productos de
la web philips hue pero fuera de los 30dias.
 https://www.fedex.com/en-us/home.html
Username – TINAreturn1
Password – Lighting24

​
Ahora en la seccion de RETURN PACKAGE TO se selecciona "Consumer Return - Damian"
(excepto los retornos de WS. esos siguen con Windsor)
En la seccion de Return Package From sigue igual, con la info del cliente.

En la seccion de Package & Shipment Details se ingresa la sgte informacion:

En la seccion Return Options

En la seccion Billing Details hay los sgtes cambios:

1.​ “Bill transportation to” siempre tiene q estar seleccionado “Signify Lighting
Returns-517”
2.​ “Your reference” Siempre deberia tener el numero de tkt de C4CS separado con un “-“
seguido por el tipo de retorno que se esta realizando:
1.​ Item of Concern (IOC)
2.​ Product Collect (PC)
3.​ Large Quantity (LQ) – cantidad mayor a 5pcs (es un BSRT)​

Ejemplo:
En la seccion Complete your Shipment
USEFUL INFORMATION

PHONETIC ALPHABET​
PRODUCTION DATES / DATE CODE​
MEET HUE LINK

https://account.meethue.com
_________________________________________________________

SITE PHONES MEETHUE ACCOUNTS

​
To be updated soon.

________________________________________
PLAYBAR SCREW SIZE

M3-50 x 10 Screws

________________________________________

INDOOR MOTION SENSOR SCREW SIZE

​
The screw of the indoor motion sensor is a M3 x 6 flat head screw, (nickel coated, but stainless
steel is for example also ok)
​
HUE LIGHTSTRIP PLUS V4/GRADIENT POWER CORD SIZE​
DISTANCE BETWEEN LS AND DRIVER​
​
> 250 cm / 98 inches / 8.2 feet - POWER CORD​
> 14 CM / 5.5 inches - LS & DRIVER
________________________________________

FEDEX SCHEDULED PICK UP NOTES (RETURN LABEL)

Paste this when making a return label under Return options (4)

You can have your shipment picked up from your home or office by scheduling your pickup
online at ups.com or by calling 1-800-PICKUPS® (1-800-742-5877)​
______________________________________________

LUZERN EMAIL
huereturns@luzern.co​
______________________________________________

HUE SPECIALIST ESCALATION / L2 ESCALATIONS

LINK:

HUE SPECIALIST - ESCALATIONS.xlsx

​
YOU CAN NOT ESCALATE WITHOUT THE PRODUCT AND ITEM TAB FILLED OUT AS
WELL AS THE CUSTOMER’S FULL NAME AND CONTACT INFO​
​
MANDATORY INFO​

-​ Issue (detailed timeline of the issue)

-​ Worked before (product, work before or not, if yes, when did it start, changes made, etc)
-​ Troubleshooting (with us and with previous reps)
-​ Actions (what the customer is expecting from us from the last interaction, or if we are
waiting for certain results).
​
Important to explain to the customer via call and email that the issue has been escalated
to a second-level support line for additional steps & review (DO NOT send ''Working on
ticket'' or promise a callback from L2 or I will destroy you)

➔​ The product and item tab must be filled up

➔​ The subject needs to match the actual issue
_______________________________________________________

ADDITIONAL NOTES:
-​ Customer prefers calls/emails
-​ Customer's availability for the upcoming days (more than 1 day)
-​ Customer's timezone
-​ Escalation number (the corresponding column in the excel sheet)

Reasons why a ticket is returned by L2

●​ When you do not read the case and it's escalated with no reason
●​ When you assume "everything" was done when it clearly was not, without checking any
resource. Even if you think God blessed the product and the issue persisted. If L2 is
available, ask on the group chat for possible missing steps.
●​ When the case was escalated just because the customer was angry due to case
mishandling you never even apologized or attempted to contact the customer in any way.
●​ When the product/item tab is not completed. This includes warranty info if already been
sent.
●​ When you do not understand the fucking issue <3
●​ When a customer's information is not typed correctly or even empty (No email, name and
last name, phone number, religion, quantity of children, sexual orientation, pronouns, the
meaning of life, etc.
CONVENTIONAL LAMPS PART MEANING
(INFO) C4CS PRODUCT STATUS MEANING
(INFO) LED LAMPS AND TUBES WARRANY
(IMG) LS DIFFERENCES
FOR ADDITIONAL DETAILS CLICK HERE
​
(INFO) CALIFORNIA BANNED PRODUCTS

General service lamps (GSLs) that do not meet a minimum efficacy of 45 lumens per watt (LPW) are no longer for sale in California. In May
2022, the federal government adopted regulations on GSLs that mirror California's, so most GSLs will no longer be for sale in the United
States. Lumens per watt (LPW) is a unit of efficacy, or the rate at which a lamp is able to convert power (watts) into light (lumens).

The bottom line is that light bulbs are now required to produce a minimum amount of light per watt used or they cannot be sold in California.

California began phasing out A-line GSLs in January 2018 (this is the shape you typically think of putting in a table lamp). Now, all general
service lamps, including reflector lamps and candle-shaped light bulbs, are no longer for sale.

Here's how the newest restrictions practically apply to you: apart from a few exceptions, you can only buy CFLs and LEDs.

We work hard to make lighting easier, so here is a list of products that are now restricted:

●​ Most reflectors: R14, R16 (R20s under 310 lumens are allowed)
●​ All PARs: PAR20, PAR30, and PAR38
●​ All MR11 and MR16: bi-pin and GU10
●​ All high lumen A-shaped lamps
●​ All A19 halogen
●​ A19 3-way incandescent lamps
●​ Rough service, shatter resistant, and vibration service lamps (such as A19 silicone coated)
●​ Décor lamps (B-shape, C-shape, F-shape, G16.5, G25, G30) between 310 and 3300 lumens
●​ Candelabra and intermediate base lamps between 310 and 3600 lumens
●​ Most T10s
 ​

​ Material Family Product Color/ Kit, single, T20

​ description name Segment / Propositio multipac Compliant
12NC Reference n
6NC wattage
929001953205 542332 Philips HueWCA Hue white GU10 WCA 1P No
6W GU10 US - color GU10
NON T20
929003151801 577460 Philips Hue LightGuide Deco WCA 1P No
WCA LG Ellipse
E26 NAM - NON
E-STAR
929003151701 577437 Philips Hue LightGuide Deco WCA 1P No
WCA LG G140
E26 NAM - NON
E-STAR
929003151901 577494 Philips Hue LightGuide Deco WCA 1P No
WCA LG
Triangular E26
NAM - NON
E-STAR
929001953407 542407 Philips HueWA Hue white GU10 WA 2P No
5.5W GU10 2P ambiance
US- NON T20 GU10
TBD WCA MR16 HUE white MR16 WCA 2P NO
TBD 2P-NON T20 color bulb
(INFO) HUE FESTAVIA 90 DAY USAGE
​
​
The Festavia is categorized as a “seasonal product” as stated in NEC (National Electric Code) and is therefore also approbated by UL (UL
standard 588) as such.

This requirement states that for seasonal products the typical use of a product is 12hrs/day x 90days/yr

With that we have released, tested and certified the product according to that UL standard.

When customer would use longer then the 90 days/year they might be impact on the total lifetime of the product

It applies for all Festavia types.

Please let me know what the feedback is from this customer, eg. does he/she wants to use more?

If yes it’s important for us to know then we will consider certification according to another type of use.
(INFO) PRODUCT CODES (HH, C4CS)
Hue Bridge NAM - 929001180643
Hue E26 WCA Single bulb US - 548487-WP​
Hue E26 WCA 2-pack bulb US - 548610-WP
PSU 40W: 915005995601
PSU PLAY BAR: HUE-PP
HUE PLAY: 915005734001
Hue Lily ext spike 915005630001
T connectors: Lily T-Conn
LS gradient 55" & 75" (pixelated - 929002422702 y 560425-WP)
Hue DIMMER SWITCH: 562777 - 929002398601
Hue White and color bulb A19: 929002226601
Hue White and color bulb BR30: 929002217501
Hue App V4 : SW929001965502
Hue White 800 Lumens: 929001821502 / 979002226801
Hue White 1100 : 929002469101
Hue White Ambiance A19: 548495-WP (929 does not work)
Brackets OUTDOOR - ODLSBK-WP/367300-WP
HUE White Ambiance 1100 Lumens: 929002468301
Philips Hue White 1600 lumens single pack: 929002335101/557801-WP​
Outdoor lightstrip brackets - 367300-WP​
Play gradient lightstrip CORNER mounts - MC-PGLS-SP​
Play gradient lightstrip STRAIGHT mounts - MS-PGLS-SP
Play Gradient Lightstrip PSU: 68191-WP
Smart plug US - 552349-WP​
Lightstrip V3 base - (71901A) / 915005109101
Lightstrip V3 extension - (71902A) / 915005109001
Power cable Play Gradiet TV LS - 367326-WP / 929003546301
Hue Wall switch module wires - SP - WP / cable assy - 8544 42 90
Spare part - Reusable conector LS V4 - 367318-WP / 929003546201
Prong/power adapter US black - 580027-WP / 929003539501
Prong/power adapter US white - 364125-WP / 929002425701​
Hue Play bar / HSB PSU - 575704-WP / 929003086602
Hue Sync desktop app [C4CS] - SW929001965503
Hue BLE app [C4CS] - SW929001965504
Hue Sync [C4CS] - SW929001965505
Hue Automations [C4CS] - SW929001965506
Hue Accessory configuration [C4CS] - SW929001965507
Hue Explore [C4CS] - SW929001965508
Samsung Hue Sync App - SW929001965601
Philips GreenPower LED gridlighting / Horticulture - 929002100636​
Homekit & Hue Bridge - 919007010701
(TMP) COUPONS

We like to kindly offer a discount code of 20% off your next purchase,

Please use coupon code XXXXXXXX in order to get XX% off your next purchase on our Hue
Shop.

OR

We like to kindly offer a discount code of XX% off your next purchase on our hue shop:
XXXXXXXXXXXXX

OTHER USEFUL TMP (F/U, REQUEST INFO, FINAL)

(TMP) REQUEST ADDITIONAL INFORMATION TO START A

WARRANTY CLAIM

Dear XXXXX,

Thank you for contacting Philips regarding your request under ticket number
XXXXXX.

In order to move forward, I need some additional information regarding the product:

Mailing Address.
Product Code (UPC Code or 929 for LED Bulbs)
Purchase Receipt.
Date Code found etched on the sides or back of the product (please provide pictures
if possible)

Please feel free to send a picture of the back of the product if you can not identify the
date code.

If you have any further questions about your request, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,
XXXXXX.
(TMP) order placed tn SOON

Dear XXXX,

This is a follow-up email on your ticket number XXXXXX.

We have placed the order for the replacement unit. The ticket number is a reference
to the replacement order.

As soon as we have the tracking number, we will send it via email.

If you have any further questions about your request, please feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,
XXXXXX

(TMP) self service return

Dear xxxxxx,

Thank you for contacting Philips regarding your request under ticket number xxxxxx.

We received an update from our warehouse and the products were already shipped,
so please wait for delivery and then bring them back using the following link to
process your refund.

https://www.philips-hue.com/en-us/support/return-product
If you have any further questions about your request, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,

Luis R.

(TMP) HUE GO TS

Dear xxxxxxx,

Thank you for contacting Philips regarding your request under ticket number xxxxxx.

Please try the following troubleshooting:

Step 1: Connect the hue GO to the charging base, and press the button in the back 20
seconds, it should blink

Step 2: Disconnect the hue GO from the charging base, and press the button in the
back 20 seconds, it should blink.

The light should be reset and working unplugged, connect it back to your system.
If you have any further questions about your request, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,

xxxxxxx.

(TMP) Bluetooth Reset:

Special Note for Customers with "Account" and "My Homes" Options

If you only see Account and My Homes in your app:

1.​ Go to Settings > My Homes.

2.​ Verify if your Bluetooth setup is listed:
○​ If it’s not, click the + sign and select the Bluetooth setup option.
3.​ Once completed, proceed with the instructions from Step 2 below.

Step-by-Step Instructions

Step 1: Open the Philips Hue app.

Step 2: Navigate to Settings > Lights and delete the light with the issue.

Step 3: Return to Settings and select My Hue System.

Step 4: Tap the + sign and select Start a New Setup.

Step 5: On the "Create Account" screen, tap the top-right corner, select Skip, and confirm
by choosing Skip Anyways.

Step 6: On the "Hue Secure" screen, select No, Continue Without Account.

Step 7: When prompted, "Do you want to add a Bridge?" select No.

Step 8: When prompted, "Do you want to add lights or a plug?" select Yes.

Step 9: Assign a name to your Bluetooth setup and search for lights.

Step 10: Once you find one or more lights, click Done.
Step 11: Return to Settings > Lights, where you’ll see the discovered lights.

Step 12: Select a light and check for updates:

●​ If an update is available, trigger it manually.

●​ If no update is available, proceed to the next step.

Step 13: Reset each light individually:

●​ Select a light, then choose Reset > Factory Reset.

●​ Wait for the light to blink, confirming the reset.
●​ Repeat this process for all lights.

Step 14: Return to My Hue System, select your Bridge, and search for lights using either
the normal search or the light’s serial number.

(TMP) ASKING FOR CALLBACK AVAILABILITY / PROVIDING

AVAILABILITY

Dear XXX,

I hope this email finds you well.

Thank you for contacting Philips Lighting, we are writing to inquire about your
availability for a callback to further assist you with your request under ticket number
XXXX.

We understand that your time is valuable, so please let us know a suitable date and
time for the callback. To provide you with some flexibility, I am available during the
following time frames:

Date, time, and timezone 1

Date, time, and timezone 2

Date, time, and timezone 3

Please let me know which option works best for you, and I will make sure to block
the time in my calendar and get back to you with a confirmation. If none of the
suggested time frames are suitable, kindly propose an alternative, and we will do our
best to accommodate it.
We look forward to speaking with you. Thank you for your time and attention to this
matter.

Kind regards,​
XXX

​
(TMP) CALLBACK CONFIRMATION​
​
Dear XXX,

We hope this email finds you well. I am writing to confirm the schedule of your
requested callback, your reference number is XXXXX.​

Below are the details of the scheduled callback:

Date:
Time:
Time Zone:

If any changes are required or if you encounter any scheduling conflicts, please
notify us as soon as possible so that we can reschedule the callback to a mutually
convenient time.

If for any reason you need to cancel the callback or if you have any further
questions, feel free to reply to this email directly
Thank you for your patience and cooperation, and I look forward to speaking with
you soon.

Kind regards,
XXX

(TMP) F/U REQUEST ADDITIONAL INFORMATION

Dear XXXXX,

We hope this email finds you well.

This is a friendly follow-up regarding your request under ticket number XXXXX.

We would like to remind you to please provide the information requested in our
previous emails so we can move forward with your request.

[INFO]

If you have any further questions about your request. Feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,
XXXXX.

OR

Dear XXXXX,

We hope this email finds you well.

We are following up on our previous interaction requesting additional information on

ticket #XXXXX. Please supply this information so we can move forward with your
request.

[INFO]

Should you have any questions, please contact me at 1-800-555-0050 or reply to

this email.

Kind regards,
XXXXX.

(TMP) TEST EMAIL

Dear XXXX,

Thank you for contacting Philips regarding your ticket number XXXXXX.

Please note that this is only a test email and there is no need to reply to it.

Kind regards,
XXXXX

(TMP) F/U AFTER ANGRY CALL / WORKING ON TICKET

Dear XXXX,

Thank you for contacting Philips Lighting. We have received your warranty claim
which has been registered under the unique reference number XXXXX.

We apologize for any inconvenience this issue has caused. Philips Lighting always
strives for excellence in the quality of our products and services and would like to
assure you we will do all we can to resolve this matter in a timely manner.

Thank you for bringing this matter to our attention, someone will be in contact with
you shortly. In the meantime, if you have any further questions or information related
to this warranty complaint please reply to this email or call 1-800-555-0050

Kind regards,
XXXXX.

(TMP) FURTHER ASSISTANCE

Dear XXXXX,
Thank you for contacting Philips regarding your request under ticket number
XXXXXX.

We would like to ask if you require additional assistance. If so, please let us know
and we will be thrilled to assist you.

We look forward to hearing back from you.

If you have any further questions about your request, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,
XXXXX. ​
​

(TMP) F/U AFTER TS

Dear XXXX,

We hope this email finds you well.

This is a friendly follow-up regarding your request under ticket number XXXXX.

We would like to confirm with you if the information provided was able to resolve
your query. If not, please let us know and we will be thrilled to assist you.

We look forward to hearing back from you soon.

If you have any further questions about your request, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,
XXXXXX.​
(TMP) FINAL F/U AFTER TS (NO CX REPLY)
Dear XXXXX,

We hope this email finds you well. ​

This is a friendly follow-up regarding your request under ticket number XXXXX. ​

We would like to confirm with you if the information provided was able to resolve
your query. If not, please let us know and we will be thrilled to assist you.

If I do not hear from you, this will be taken as an indication that you no longer wish to
pursue this matter further, and Philips will consider your case closed.

Please be informed that you may receive an email after 48 hours with a link to share
your support by submitting a short survey. We highly value your feedback.

Kind Regards,
XXXX

(TMP) LAST FOLLOW-UP

Dear XXXXX,

Thank you for contacting Philips regarding your request under ticket number XXXXX.

Please find this email as a final attempt to reach you. It has been XX days since your
initial interaction with Philips.

I have attempted numerous times since then to contact you, via phone and email,
without a response to obtain the necessary information to finalize your claim.
Please contact me at 1-800-555-0050 within 5 business days from receipt of this
email.

If I do not hear from you, this will be taken as an indication that you no longer wish to
pursue this matter further, and Philips will consider your case closed.

Please be informed that you may receive an email after 48 hours with a link to share
your support by submitting a short survey. We highly value your feedback.
Kind Regards,
XXXXXX

* For status inquiries, please respond to the originating email. Doing so will prevent
delays and duplication.

(TMP) AFTER CALL F/U

Dear XXXXX,

Thank you for contacting Philips regarding your request under ticket number
XXXXXX.

We would like to ask if you require additional assistance. If so, please let us know
and we will be thrilled to assist you.

We look forward to hearing back from you.

If you have any further questions about your request, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,
XXXXXX.

OR

Dear XXXXX,

Thank you for contacting Philips regarding your request under ticket number XXXXX.

We would like to ask if you require additional assistance or if the information

provided was able to resolve your query.

If so, please let us know and we will be thrilled to assist you.

We look forward to hearing back from you.

If you have any further questions about your request, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.
Kind regards,
XXXXXX.

(TMP) OPEN TICKET NO INFO​

Dear XXXXX,

Thank you for contacting Philips regarding your request under ticket number XXXXXX.

In order to move forward with your request, please provide the following information.

-​ What is the exact nature of this complaint?

-​ How did this happen, under what circumstances and when did it happen?
-​ Please provide pictures to support this complaint.

Should you have any questions please contact us at 1-800-555-0050 or by replying to this
e-mail.

Kind regards,
XXXX

(TMP) ANOTHER FORMAT

Dear XXXX,

Thank you for contacting Philips regarding your request under ticket number XXXX.

I am following up on my previous interaction requesting additional information.

I would kindly like to ask you if you could provide the pictures sent in another kind of
format, which could be PNG or JPG, simply attach the pictures to the email. ​

Please supply this information so I can move forward with your request.
Should you have any questions, please contact me at 1-800-555-0050 or reply to
this email.

Kind regards,
XXXX.
(TMP) COMPLETE CASE AFTER CALL
Dear xxxxx,

Thank you for contacting Customer Support regarding your Ticket Number XXXXX.

It has been a pleasure to assist you! Our customer satisfaction is what has kept us in
the lead for so many years.

We want to inform you that if you don't require further assistance on this matter, we
will be now closing this case.

We thank you for your interest in our products and for bringing this matter to our
attention.

Please be informed that you may receive an email after 48 hours with a link to share
your support by submitting a short survey. We highly value your feedback.

Kind Regards,
XXXXX

(TMP) LAST F/U HAPPY

Dear XXXXX,

Thank you for contacting Customer Support regarding your Ticket Number XXXXX.

It has been a pleasure to assist you!

We want to inform you that if you don't require further assistance on this matter, we
will be now closing this case.

We kindly invite you to please fill out our Customer Service Survey to evaluate our
performance. It should arrive by email shortly and take less than 5 minutes to fill out,
you will receive an email after 48 hours with a link to share your support by
submitting a short survey. We highly value your feedback.

We would truly appreciate it since it’s what helps us to develop and grow in order to
offer our customers first-class service.
Kind Regards,
XXXXXX

(TMP) WORKING ON TICKET

EDIT THE TEMPLATES AND READ BEFORE SENDING IT -.-

OPT 1​
Dear XXXXX,

We hope you are doing well as you receive this email.

Thank you for contacting Philips regarding your ticket number XXXXXX

This is a friendly follow-up to keep you updated on your request, we are working on
your case at the moment now. We will get back to you as soon as we have any new
information. Please accept our sincere appreciation for your patience.

Please contact us if you have any additional questions regarding your request by
replying to this email or calling 1-800-555-0050.

Kind regards,

XXXX​
________________________________​
​
OPT 2​
Dear XXXX,

We hope this email finds you well.

Thank you for contacting Philips regarding your request under ticket number XXXXX.

We're currently working on your case. As soon as I get an update, I will send an
email to keep you informed. Thank you for your patience.

If you have any further questions about your request, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,

XXXXX
(TMP) FINAL F/U ANGRY/SAD

Dear XXXXX,

Thank you for contacting Philips Lighting. We have received your request which has
been registered under a unique reference number XXXXX.

We apologize for any inconvenience this issue has caused. Philips Lighting always
strives for excellence in the quality of our products and services.

Keep us updated if you require further assistance regarding this ticket.

If I do not hear from you, this will be taken as an indication that you no longer wish to
pursue this matter further, and Philips will consider your case closed.

Please be informed that you may receive an email after 48 hours with a link to share
your support by submitting a short survey. We highly value your feedback.

Kind regards,
XXXXX

(TMP) FINAL F/U ADDITIONAL INFORMATION

Dear XXXXXX,

We hope this email finds you well.

This is a friendly follow-up regarding your request under ticket number #TICKET#.

We would like to remind you to please provide the information requested in our
previous emails so we can move forward with your request.

[INFO]

If I do not hear from you, this will be taken as an indication that you no longer wish to
pursue this matter further, and Philips will consider your case closed.
Please be informed that you may receive an email after 48 hours with a link to share
your support by submitting a short survey. We highly value your feedback.

Kind regards,
XXXXX

(TMP) BETTER PICTURE

Dear #NAME#

Thank you for contacting Philips regarding your request under ticket number
#TICKET#.

I am following up on my previous interaction requesting additional information.

I would kindly like to ask you if you could provide a clearer picture of the back of the
product. Please supply this information so I can move forward with your request.

Should you have any questions, please contact me at 1-800-555-0050 or reply to

this email.

Kind regards,

XXXXXX

(TMP) FINAL F/U AFTER INFORMATION IS PROVIDED

Dear XXXX,

Thank you for contacting Philips Lighting. We have received your request which has
been registered under a unique reference number XXXXX.

We would like to confirm with you if the information provided was able to resolve
your query. If not, please let us know and we will be thrilled to assist you.

If I do not hear from you, this will be taken as an indication that you no longer wish to
pursue this matter further, and Philips will consider your case closed.
Please be informed that you may receive an email after 48 hours with a link to share
your support by submitting a short survey. We highly value your feedback.

Kind regards,
XXXX

(TMP) MOUNTS REPLACEMENT 3M TAPE

Dear XXXXX,

Thank you for contacting Philips regarding your request under ticket number XXXXX.

In regards to your request, the mounts for the Philips Hue Gradient Lights are sold
exclusively as part of the Gradient Light package. They are not available as separate
parts to be sold on their own.

In this case, we recommend using 3M tape as a replacement for the light strip
mounts.

If you have any further questions about your request, please feel free to contact us
by replying to this email or directly calling 1-800-555-0050.

Kind regards,

XXXXX

(TMP) F/U ISSUE UNRESOLVED CX UNHAPPY

FEEL FREE TO EDIT THIS TMP AT YOUR CONVENIENCE

Dear XXXXX,

Thank you for your prompt response in regards to your request referenced under
ticket number XXXXXX

We understand the frustration of the situation and we kindly offer our apologies for
the matter. We are sorry to know that the information we provided was not sufficient
to resolve your query, however, we are glad to know that the issue was resolved.

We appreciate your feedback and observations. Every comment and idea our
treasured clients have is well received as we strive to become better and better each
and every day.

Thank you so much for trusting our services. We appreciate your cooperation and
support of our brand.
If you have any further questions or concerns, please contact us at 1-800-555-0050.

Kind regards,

XXXXXX.

(TMP) POWER ON BEHAVIOR

[HOW IT WORKS, EXPLAINED FOR CONSUMERS]

Dear XXXX,

Thank you for contacting us in regards to your query

about the features on our HUE Bulbs referenced
under ticket number XXXX.

based on the power on the behavior screen above,

there are different settings that you can select for
your light bulbs to do.

The first option called ‘’Default’’ places the bulb in

its factory color setting, which is a Warm light at full
brightness, every time the bulb loses electrical power
being a power outage or turns the lights off from the
switch.

The second option, called ‘’Last on’’ puts the lights

on in their previous color setting regardless if they
were on or off before the power outage or loss of power.

The third option "Power loss Recovery" sets the lights to the way they were before
the power outage or loss of power, this includes, Off bulbs stay Off and On bulbs go
back to On in the previous setting.

The last option sets the lights to "Custom" color and brightness regardless of them
being Off or On in a different setting.

This action should be done for each individual bulb according to your preference.

If you have any further questions about your warranty, please feel free to contact us
by replying to this email or directly calling 1-800-555-0050.

Kind regards,

XXXXXXX
WEBSHOP / WS

(TMP) NO ORDER CONFIRMATION WS TRACKING IS

AVAILABLE
Dear XXXXX,

We hope this email finds you well.

Thank you for contacting Philips regarding your request under ticket number XXXXX.

We are happy to communicate that we have located your order under number
#PHUSXXXXXXX.

Your order has been shipped; you can track your package through our delivery
partner FedEx, tracking #XXXXXXXXXX.

If you have any further questions about your request, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,

XXXXX

(ESC) REFUND WS
[FOR LUZERN]​

Dear Colleagues,

Please process the following customer’s refund

Ticket Number:
OrderNumber: PHUSXXXXXXXXX
Customer’s Name:
Email:
Customer Address:
Tracking (if applicable):
Product:
Qty:
Replacement or refund:
Reason for escalations:

Thanks in advance
XXXXXX.

(TMP) PHUS CANCELLED

Dear XXXXXX,

Thank you for contacting us. I am following up on our previous interaction on ticket
XXXXXX.

I apologize for all the inconvenience this may have caused. We are contacting you to
inform you that your order for XXXXX has been canceled due to stock availability.

A refund has been processed, and it was issued to the same paying method used to
make the order. If you made the purchase with a credit card, you will be able to see
the refund in your bank account. In case you used PayPal, you will see it on your
account.

If you have any further questions about your request, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,
XXXXX
RETURN LABEL

(TMP) RETURN LABEL INSTRUCTIONS/HH ORDER

PLACED
REMEMBER THAT YOU NEED TO PLACE THE ORDER/ESCALATE TO REFUND
AS SOON AS YOU SEND THE RETURN LABEL​
PICK AND DELETE THE PART THAT DOES NOT APPLY TO YOU IN CASE OF
REFUND OR REPLACEMENT

Dear XXXXX,

Thank you for contacting Philips regarding your request under ticket number XXXX.

(USE IN CASE OF REPLACEMENT)​

​
We are happy to inform you that we have placed your replacement order and as
soon as is shipped we will provide you with the tracking information.​
​
(USE IN CASE OF REFUND)

We are happy to share that we are working on your refund with the appropriate
department, we will keep you updated on your refund status and follow up from time
to time to confirm that it was received.​
​
We have attached a return label for your return convenience. Please return the
product(s) utilizing the label with tracking number: XXXXXXXXXXXX

If you have any further questions about your request, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind Regards,

XXXXXX

(TMP) F/U ASK TO USE RETURN LABEL

Dear XXXXX,

We hope this email finds you well.

This is a friendly follow-up regarding your request under ticket number XXXX.

We are following up on our previous interaction to remind you to please return the
product.

We’ve attached your return label for your convenience.

We apologize for any inconvenience caused by our product if you have any further
questions about your complaint, please feel free to contact us by replying to this
email, or directly calling 1-800-555-0050.

Kind Regards,

XXXXX​

(TMP) RETURN LABEL F/U

OPTION 1
Dear XXXX,

This is a friendly follow-up regarding your request under ticket number XXXXXXX.

Please provide confirmation if you have managed to drop off the light for delivery
using the label provided in our previous interaction.

Should you have any questions, please contact me at 1-800-555-0050 or reply to

this email.

Kind regards,
XXXXX

OPTION 2

Dear XXXXX,

Thank you for contacting Philips regarding your request under ticket number
XXXXXX.

I am following up on my previous interaction to remind you to please return the

product so that I can move forward with your request.
*I have attached the return label again for your convenience.

(TMP) CX USED RETURN LABEL

Dear XXXXX,

I trust this email finds you well.

We would like to thank you for taking the time to return the item with the shipping
label we have provided.

According to the FedEx tracking system, the product will be arriving shortly.

We appreciate your cooperation with Philips Lighting.

If you have any further questions or concerns, please contact us at 1-800-555-0050.

Kind regards,

XXXXX

(TMP) CX USED RL WAITING FOR FULFILLMENT CENTER

CONFIRMATION

Dear XXXXX,

We are following up on your case under ticket number XXXXX.

We would like to thank you for taking the time to return the item with the shipping
label we have provided.

According to the FedEx tracking system, the product arrived on XXXX.

We are currently waiting for confirmation from our fulfillment center. As soon as we
have any updates, you will be informed.

If you have any further questions about your request, please feel free to contact us
by replying to this email or directly calling 1-800-555-0050.
Kind Regards,
XXXXXX
​

REPLACEMENT

(TMP) BACK IN STOCK ORDER PLACED

Dear XXXX,

This is a follow-up email on your ticket number XXXXXX.

We are happy to inform you that the stock has just been refilled and we will proceed
with a replacement.

We have placed the order for the replacement unit, for reference, the internal code is
XXXXX.

As soon as we have the tracking number, we will send it via email.

If you have any further questions about your request, please feel free to contact us
by replying to this email or directly calling 1-800-555-0050.

Kind regards,
XXXXXX

(TMP)TRACKING
Dear XXXXXX,

I am following up on our previous interaction to provide additional information on

ticket number XXXXXX.

Your replacement order #xxxxxx has been shipped; you can track your package
through our delivery partner FedEx, tracking #xxxxxxxx. ​
​
At the moment the estimated arrival is by #MONTH/DAY#, please note that the
delivery date may update with time.

If you have any further questions about your request, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,
XXXXXX

(TMP) Final + tracking delivered

Dear XXX,

Thank you for contacting Philips to report an issue with our product. Please find this
email as a final contact.

According to our delivery partner, tracking information XXXXX, the package has
been delivered successfully to the address previously provided. We will proceed to
complete the case.

Please contact us at 1-800-555-0050 within 5 business days from receipt of this

email.
If I do not hear from you, this will be taken as an indication that this information is
accurate, and Philips will consider your case closed.

Please be informed that you may receive an email after 48 hours with a link to share
your support by submitting a short survey. We highly value your feedback.

Kind regards,
XXXXX
(TMP) Tracking not available

Dear xxxx,

This is a follow-up email on your ticket number xxxxxxx.

We have confirmed your order and it is now in process of shipping.

As soon as we have the tracking number, we will send it via email.

If you have any further questions about your request, please feel free to contact us
by replying to this email or directly calling 1-800-555-0050.

Kind regards,

xxxxxxxx.

(TMP) DENIED WARRANTY

Dear #NAME#,

Thank you for contacting Philips regarding your warranty request under ticket
number #TICKET#.

After reviewing the information provided by you, we regret to inform you, your
product is not covered under warranty since the product exceeds the X-year
warranty.

In this case, the production date indicates that the product was manufactured in
20XX. If you can provide us with the receipt to verify the actual date of purchase, we
could verify the warranty again.
However, we would like to provide a discount code for future purchases:

XXXXXXXXXXXXXX - XX% discount

If you have any further questions about your warranty, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,
XXXXX

(TMP) ORDER DELIVERED?

Dear xxxxxxx,

We hope this email finds you well.

This is a friendly follow-up regarding your request under ticket number XXXXXXXX.

We would like to kindly ask you if your order was successfully delivered to the
address provided. If not, please let us know and we will be thrilled to assist you.

We look forward to hearing back from you.

If you have any further questions about your request, please feel free to contact us
by replying to this email or directly calling 1-800-555-0050.

Kind regards,

XXXXXX

(TMP) LAST F/U ORDER DELIVERED

Dear XXXXX,

We hope this email finds you well.

This is a friendly follow-up regarding your request under ticket number XXXXX.
We would like to kindly ask you if your order was successfully delivered to the
address provided. If not, please let us know and we will be thrilled to assist you.

If I do not hear from you, this will be taken as an indication that the order was
successfully delivered and Philips will consider your case closed.
Please be informed that you may receive an email after 48 hours with a link to share
your support by submitting a short survey. We highly value your feedback.

Kind regards,
XXXXX

(TMP) BACKORDERED
Dear XXXXXX,

We trust this email finds you well.

This is a friendly follow-up regarding your request under ticket number XXXXXXX.

Once the product is back in stock and ready to ship, we will provide you with an update via
email.

Please be aware that we will keep this ticket open and send you a follow-up email every few
days so the ticket doesn't automatically close and to keep you updated on the status of the
replacement product.

Thank you for your patience and cooperation with us.

If you have any further questions about your request, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,

XXXXXX

(TMP) FINAL F/U DELIVERY CONFIRMATION

Dear XXXXX,

Thank you for contacting Philips on X, 20XX, to report an issue with our product.

Please find this email as a final contact.

According to our delivery partner, tracking information XXXXXXXXX, the package

has been delivered successfully to the address previously provided. We will proceed
to complete the case.

Please contact me at 1-800-555-0050 within 5 business days from receipt of this

email.
If I do not hear from you, this will be taken as an indication that this information is
accurate, and Philips will consider your case closed.

Please be informed that you may receive an email after 48 hours with a link to share
your support by submitting a short survey. We highly value your feedback.

Kind regards,

XXXXX

​
(TMP) BACKORDERED F/U
Dear XXXXX,

Thank you for contacting us regarding your Philips Hue product under reference
number XXXX.​

We would like to inform you of the status of your case. Your order status is still back
ordered at this time. However, once it becomes available, it will be shipped and a
tracking number will be provided accordingly.

We apologize for any inconvenience.

If you have any questions, feel free to reply to this email or call us at 1-800-555-0050

Kind Regards,
XXXXXX​

(TMP) OTHER DECLINE WARRANTY USE IN VERY

SPECIFIC CASES – READ WELL

Dear XXXXX,

Thank you for providing your response in regards to your ticket XXXXX.

We understand your situation and we kindly offer our apologies for the matter. We
have to inform you that your product's design life is less than XXXX hours (XXXX
years)
After reviewing the information provided by you and determining the product's
manufacture date, shows that it was manufactured on XXXX, we regret to inform you
that your product is not covered under warranty due the product exceeds the X-year
warranty.

In this case, the Date Code indicates that the product was manufactured in [MONTH]
20XX, if you can provide us with the receipt to verify the actual date of purchase, we
could verify the warranty again.

We sincerely apologize for any inconvenience this issue may have caused you, and
still, we thank you for your continuing support of our products.
We like to kindly offer a discount code of XX% off your next purchase.

XXXXXXXXXXXX

Please contact me at 1-800-555-0050 within 5 business days from receipt of this

email.

If I do not hear from you, this will be taken as an indication that you no longer wish to
pursue this matter further, and Philips will consider your case closed.

Kind Regards,
XXXXX. ​

IOC

TASK 31
Ticket Number: ​
BSRT For TL use: ​
BA’s Name: ​
Customer’s Name: ​
Item’s name:​
12 NC or 6 NC (product ID):​
Quantity: ​
Subject​
Date Reported:​
Explanation or summary:

STAR / INTERNAL MEMO

●​ Full Name
●​ Proof of purchase if it is available
●​ Mailing Address
●​ Product Identification (12nc)
 ●​ Where was the product used? Indoors (kitchen, living room, etc/outdoors?
●​ Number of products affected
●​ Total number of installed products
●​ Installation date at home or office
●​ Was anyone injured and/or property damaged?
●​ Where you in the exact moment when it exploded, burnt or explode etc.
●​ Was the bulb on/off when it happened
●​ Was it used in open or enclosed fixture?
●​ How many hours do you use the bulb or product per day
●​ Picture of the fixture and fixture information(brand)
●​ Picture of the back of the product (date code)
●​ Information on wall/smart switch
●​ Does the consumer have a second sample available to send back with the
defective product?
●​ CREATE RL EVEN IF THE PRODUCT IS BROKEN

(TMP) IOC
Dear xxxxx,​
​
We hope this email finds you well.​
​
This is a friendly follow-up regarding your request under ticket number xxxxxx.​
​
We really apologize for this situation. We would like to inform you that your case has
been escalated to our department in charge. On the another hand, in order that
department can start an analysis we need the product be returned. Find the return
label attached to this email. Again, I extend my sincere apologies for what happened.
We look forward to hearing back from you soon.​
​
If you have any further questions about your warranty, please feel free to contact us
by replying to this email or directly calling 1-800-555-0050. You can ask directly for
me and I will assist you with any query you may have.​

Kind regards,​
xxxxx
REGULAR BULBS/LUMINAIRES

(TS) QUESTIONS ​

With regular luminaires, our troubleshooting is limited, we check for correct

usage with the following question before deciding if the warranty is the best
option.​
​
-Was it used on a dimmer switch, standard switch, or smart switch?
-Type of fixture? Enclosed, open, recessed, closed fixture, ceiling fan fixture?
-Was it installed indoors/outdoors?
-Was it tested on a different fixture?

​
(TMP) EXTENDED WARRANTY
Dear XXXXX,

Thank you for contacting us regarding your request under ticket number XXXXX.

In order to move forward to process the extended warranty, please provide the
following information:

-Contact details

-Mailing address

-Quantity purchased

-Product information

-Store purchased from

-Picture of the warranty on the back of the package

-Picture of the registered receipt

We look forward to hearing back from you soon.

If you have any further questions about your request, please feel free to contact us
by replying to this email or directly calling 1-800-555-0050.

Kind regards,

XXXXX

* For status inquiries, please respond to the originating email. Doing so will prevent
delays and duplication.

** Cuando el cliente provea la info se coloca la info en product tab y se le da el

ticket# como referencia a la garantía extendida

(TMP) WHERE TO BUY

Dear XXXXX,

Thank you for contacting Signify regarding where to purchase our product.

Please find below a list of the distributors to purchase this product.

A) XXXXXX
B) XXXXXX
B) Also, in the following link with your zip code you can find some of our
Agents/Distributors of our products.

https://www.usa.lighting.philips.com/support/purchase/where-to-buy

Should you have any additional questions, please contact us at 1-800-555- 0050 or
reply to this email.

Kind Regards,
XXXXX
​
​
​
(INFO) DIMMER COMPATIBILITY LISTS

https://www.assets.signify.com/is/content/Signify/Assets/philips-lighting/united-states/20210929-us-di
mming-compatibility-list-2021-q3.pdf

https://www.assets.signify.com/is/content/Signify/Assets/philips-lighting/united-states/20230221-plt-23
01cr-dimming-compatibility-guide.pdf
(ESC) BSRT - HIGH PRODUCT QTY

Ticket Number: #
BA’s Name: Agent name
Customer’s Name:
Item’s name:
12 NC or 6 NC (product ID):
Quantity:
Subject:
Date Reported:
What is failing:
KB used:
Troubleshooting made Mandatory****
Dear XXXXX,

We hope you are doing well as you receive this email.

Thank you for contacting Philips regarding your ticket number XXXXXX

This is a friendly follow-up to keep you updated on your request, we are working on
your case at the moment now. We will get back to you as soon as we have any new
information. Please accept our sincere appreciation for your patience.

Please contact us if you have any additional questions regarding your request by
replying to this email or calling 1-800-555-0050.

Kind regards,

XXXX
REFUNDS REGULAR

(TMP) FINAL F/U REFUND

Dear XXXX,

We hope this email finds you well.

Please find this email as a final contact on your warranty ticket number XXXXX.

Please confirm that the refund on your claim was provided and successfully received
in order to move forward in the completion of the case.

Please let us know if you need further assistance on this matter by replying to this
email or calling us back within 5 business days from receipt of this email.

If we do not hear from you, this will be taken as an indication that this information is
accurate, and we will consider your case closed.

Please be informed that you may receive an email after 48 hours with a link to share
your support by submitting a short survey. We highly value your feedback.

Kind regards,

XXXXX. ​
(TMP) REFUND INITIATED
Dear xxxx,

Thank you for contacting Philips regarding your warranty request under ticket
number xxxxx.

We have processed your warranty ticket for your products. We are very happy to
share that your refund process was initiated on XXXX. Please allow from X to X
business days to have it reflected on your method of payment used during your
transaction.

We will follow up from time to time to make sure that the refund has been received.
We apologize for any inconvenience caused by our product.

If you have any further questions about your request, feel free to contact us by
replying to this email or directly calling 1-800-555-0050.

Kind regards,
XXXXX

(TMP) F/U AFTER REFUND

Dear XXXXX,

We hope this email finds you well.

This is a friendly follow-up regarding your request under ticket number XXXX.

We would like to know if you received the refund so we can proceed and finalize
your claim.

We look forward to hearing back from you soon.

Thank you so much for trusting in our services, if you have any further questions
about your request, please feel free to contact us by replying to this email or directly
calling 1-800-555-0050.

Kind regards,

XXXXX
(TMP) REFUND PREFERRED METHOD: ELECTRONIC OR
PAPER CHECK
Dear XXXXX,

Thank you for contacting us.

We have processed your warranty ticket, and unfortunately, the product is not available in
our fulfillment center. We will proceed by forwarding it for refund approval.

Should it be approved, the refund would come in your choice of a paper check or to be
processed electronically.

For an electronic refund, you will need to complete a one-time registration through Zelle.
Once your registration is complete, the money will appear in your bank account within 1 to 2
business days.

The paper check process could take approximately 10 to 15 business days from the moment
of mailing to be received.

In case of choosing an electronic refund, please let us know if your Zelle account is linked to
your phone number or email address.

If the Paper Check is chosen, please confirm the Mailing address so we can move forward
with the process.

Please let us know which is your preferred choice so we can complete the refund should it
be approved.

We apologize for any inconvenience caused by our product.

If you have any further questions about your warranty, please feel free to contact us by
replying to this e-mail or directly calling 1-800-555-0050.

Kind regards,
XXXXX
(TMP) NO STOCK REFUND
Dear XXXXX,

Thank you for contacting us.

We have processed your warranty ticket, and unfortunately, the product is not available in
our fulfillment center. We will proceed by forwarding it for refund approval.

Should it be approved, the refund would come in your choice of a paper check or to be
processed electronically.

For an electronic refund, you will need to complete a one-time registration through Zelle.
Once your registration is complete, the money will appear in your bank account within 1 to 2
business days.

The paper check process could take approximately 10 to 15 business days from the moment
of mailing to be received.

In case of choosing an electronic refund, please let us know if your Zelle account is linked to
your phone number or email address.

If the Paper Check is chosen, please confirm the Mailing address so we can move forward
with the process.

Please let us know which is your preferred choice so we can complete the refund should it
be approved.

We apologize for any inconvenience caused by our product.

If you have any further questions about your warranty, please feel free to contact us by
replying to this e-mail or directly call 1-800-555-0050.

Kind regards,
XXXXX
(ESC) REFUND REGULAR​

REMEMBER TO ONLY FILL OUT THE HIGHLIGHTED INFORMATION,

THE REST WILL BE FILLED OUT BY THE REFUND TEAM

BA's Name:

Ticket Number:

12 NC (product ID): 929

Customer’s Name:

Item’s name:

Source (Check, Elec, GC): Zelle or papercheck

Quantity:

Receipt: YES or NO

Reason for refund:

Return label: YES or NO

Date refund was optioned on:

Amount $:

Address:
HUE SYNC BOX

(TS) RESETS​

-​ Wi-Fi credentials reset: Hold the button for 10 seconds until the LED starts
blinking blue. In the app go to Settings > Hue Sync Boxes > Add Box > Select
Yes, the LED indicator blinks blue.

-​ Full factory reset: Plug out the power cable, hold the button while plugging
back in the power cable, and keep on holding for 10 seconds until the LED
briefly turns off. Wait until the LED blinks blue. In the app go to Settings > Hue
Sync Boxes > Add Box > Select Yes, the LED indicator blinks blue.

DETAILED FULL FACTORY RESET (TO GUIDE CX DURING ALL OR EMAIL)

- Factory reset the Hue Sync Box:

1. Make sure the Sync Box has power before resetting it.
2. Disconnect the power supply of the box from the electrical outlet directly
(important to not just disconnect the power cable from the power supply or behind
the sync box, the whole Power supply needs to be removed from the outlet or
extension).
3. Once disconnected (the LED on the sync box will turn off) start pressing the front
button on the box.
4. Continue pressing the button as you plug the power supply back into the outlet (if
at any point you think you may have let go of the button feel free to try again by
letting the sync box boot up for about 1 minute and then disconnecting the power
again), continue pressing the button, and keep an eye on the Sync Box LED.
5. The LED will turn Purple at first and then it will turn off.
6. Once the LED turns off you can let go of the button.
7. The LED will turn purple again for a few seconds and then it will start blinking
BLUE
8. Once the box is blinking blue it will disconnect from the Hue App. Tap on the 3
dots in the top left corner and select ‘’Remove Sync Box’’ to add it again.
9. Keep in mind that during this process the LED on the box should continue blinking
BLUE, if it changes to any color before onboarding again please attempt another
factory reset.
10. Go through the onboarding on the Hue App and make sure you allow the
necessary permissions in the app, that you are connected to the correct wifi, and
preferably have your cellular data off.
(INFO) LED INDICATOR

Advanced information

(INFO) SOUNDBAR/RECEIVER SETUPS

Setup 1: HDMI media device > Hue sync box > receiver/soundbar > TV
Disable ARC bypass​
Setup 2: HDMI media device > receiver/soundbar > Hue sync box > TV
Enable ARC bypass. If Music mode doesn’t work, set your receiver’s audio output to both
speakers and TV.

Setup 3: HDMI media device > Hue sync box > TV > receiver/soundbar
Disable ARC bypass

The official link for setup info:

https://www.philips-hue.com/en-us/support/faq/hardware-and-connectivity#Do
es_Music_mode_on_the_Philips_Hue_Play_HDMI_sync_box_work_with_AVRA
RCsoundbars
(INFO) DATE CODE/PRODUCTION DATE HSB
​

​
HUE BRIDGE

(IMG) BRIDGE VERSIONS

[READ] Find additional information and steps for specific issues, make sure to first
identify the issue and follow the steps in the Bridge Connectivity FTA. the information
below is designed to help you with more graphic and detailed descriptions if they are
not clear enough in the KB.

(TS) NETWORK ISOLATION (NOT A TEMPLATE)

Only check for NETWORK ISOLATION if the 3 LEDs are ON AND STEADY AFTER
GOING THROUGH THE BRIDGE CONNECTIVITY FTA,​

1.​ GET THE BRIDGE IP and copy it on a browser in the mobile device the customer
will use with the app (NOT PC OR MAC).​
​
The customer needs to be in the same wifi network as the HUE BRIDGE with his
phone data TURNED OFF​
​
- IF THE CUSTOMER SEES PICTURE A THERE IS NO NETWORK ISOLATION​
- IF THE CUSTOMER SEES PICTURE B THEY ARE EXPERIENCING NETWORK
ISOLATION (check FTA linked above for instructions on what to do if this happens)
​
A B
(TS) LIMIT IP ADDRESS TRACKING (iOS)​
​
Issue: Hue account linking is not detecting the bridge button being pressed.

Answer: A potential failure when using iOS is the setting called "Limit IP address
tracking" in the iOS settings menu.​

-​ Go to the mobile device's Wi-Fi settings and look for the following:​
(TS) DISABLE 5GHz IN EERO/DECO ROUTER
(SUGGESTION ONLY)
[READ]​
Only do this if the customer knows and is willing to take the risk to make this
temporary change. ​
​
We are not network technicians and we can only offer support to our Hue products,
any network setting needs to be changed by the customer and they need to be
aware that we can not take responsibility as this is a SUGGESTION ONLY​
​
If a customer is using an Eero router with dual-band, there is a chance that the customer can
disable this temporarily through the Eero App​
​
https://support.eero.com/hc/en-us/articles/360049983772-How-Do-I-Temporarily-Hide-the-5GHz-
Band-on-My-eero-Network-​
​
For Eero App:​
Log In > Settings > Troubleshooting > My device won't connect > Temporarily pause
5GHz.​
​
For Deco App from TP-link:​
Deco App > More > Wi-Fi Settings > Disable 2.4GHz
(TS) REMOVE LIGHT FROM HUE APP (BRIDGE)
IMPORTANT BEFORE GIVING CX INSTRUCTIONS
​
This applies only to remove a light from the Hue App completely, it is not removing a light from a Room or Zone, in this case, once
the light has been removed it needs to be searched for again.​

Step 1: Open Hue App

Step 2: Go to Settings
Step 3: Go to Lights
Step 4: Select the light you want to remove
Step 5: Select ‘’Delete’’
Step 6: Confirm by tapping ‘’Delete Light’’
(TS) ZIGBEE CHANNEL CHANGE
Zigbee Channel Change
Step 1: Open Hue App
Step 2: Go to Settings
Step 3: Look for Bridge Settings by scrolling all the way down
Step 4: Open Bridge settings and tab on ZigBee Channel
Step 5: Click "Change channel"
Step 6: After completion, tap Blink lights
Notes:
If the Zigbee channel change is set to 0 and it does not change, the ZigBee network is dead. In this case, replace the Hue Bridge if under
warranty.
(TS) DISABLE PRIVATE RELAY (IOS 15 & UP ONLY)

IMPORTANT​
Private relay is only available for iCloud + users, if the customer claims they do not pay for it then the private relay will be disabled

On the IOS device go to your Settings > Tab on (customer name) > iCloud > Scroll to iCloud + > Private Relay > Turn it off​
​
(TS) MOVING LIGHTS (ROOM/ZONE)
To move/add luminaire(s) from one room or zone.​
​
Go to the room you want to move your lights to > Home > Select room > 3 dots (top right corner) > Edit room > (+) sign > you can add
new lights from here or select lights from different rooms or zones.​
​
- In the case of rooms, you will be prompted with the following message: ‘’ These lights will be removed from other room(s)’’​
- In the case of zones, you will not receive any prompt.​
​
​
​
(TS) REMOVING LIGHTS FROM ROOMS/ZONES (WILL BE DELETED FROM HUE APP)​

➔​ To remove luminaires from a room or zone, select the (-) sign instead of the (+) sign.​
​
​
​
​
​
​
​
AMAZON ALEXA

(TS) ALEXA + LIGHTS RESET

On Alexa App go to > Devices > Look for the plus sign on the top right corner > Select add device > Click on the question mark on
the top right corner > Choose the 4th question (how do I put my device in Zigbee) > scroll down to reset the Philips lights. > Enter
serial number > Click on reset.

Note: This option will ONLY be available on Alexa devices with an integrated hub. How to check if my device has an integrated
Zigbee hub?
(TS) ALEXA + BRIDGE​

1.​ Check the Alexa FTA for detailed steps, if the issue persists, go to step 2.

2.​ Disable the Hue Skill in the Amazon Alexa App and re-enable it, if the issue
persists, go to step 3.​
Note: you will need to link your Hue account again.​

3.​ Go to the Alexa DESKTOP website and log in to the Alexa account, from
there disable and enable the Hue Skills, and test the lights with Alexa.
https://www.amazon.com/-/es/dp/B01LWAGUG7?language=en_US

If the issue is not solved please try the following:

-​ Go to the meethue website, and log in with your account (your bridge needs
to be linked to your account)

-​ Go to My Philips Hue System > All applications, then remove all the devices
under the ''Alexa'' & ''Echo'' name by clicking ''Remove''

-​ Go to the Alexa DESKTOP website, log in to your account and navigate to

SKILLS, then enable the Hue Skill from this page.

-​ Attempt to link your Hue bridge with Alexa again successfully.​

(INFO) MAKING GROUPS IN THE AMAZON ALEXA APP
Go to the Amazon Alexa App > Devices > (+) sign > Add Group > Create a room or device group > Follow the on-screen
instructions.
DIMMER SWITCH

(INFO) V1 VS V2 DIFFERENCES

FRONT BACK

NEW V2 OLD V1 NEW V2 OLD V1

Notes:

-​ The setup button for the Dimmer Switch V2 can be accessed only after
opening the back with a coin.
-​ They are both compatible with the Hue Bridge V2.
-​ Need more info? Click HERE
(TS) FACTORY RESET
SOFT RESET​
If you are having trouble with your Hue Dimmer switch, perform a soft reset by pressing and
holding all four buttons simultaneously until the LED indicator on the switch turns green.​
​
FACTORY RESET​
Factory reset your Dimmer switch by pressing and holding the "Setup" button on the back of
the Dimmer switch for at least 10 seconds until the LED indicator on the front turns green.
After the LED turns green, it will blink orange for several minutes.

Need more info? Click HERE

(TS) DIMMER SWITCH (+ BULBS)

In the following link you will find:

●​ A step-by-step guide to installing a Philips Hue Dimmer switch

●​ Pair your Dimmer switch with your lights
●​ Troubleshooting the Dimmer switch
●​ Factory reset the Hue Dimmer switch
●​ Factory reset a Hue light

https://www.philips-hue.com/en-us/explore-hue/blog/dimmer-switch-installation#:~:te
xt=With%20a%20Hue%20Bridge%3A%20Open,existing%20Hue%20smart%20lighti
ng%20system.
HUE GO

(IMG) HUE GO DIFFERENCES

●​ Hue Go V2 has the power cord port on the side while the V1 has the port in
the middle of the Philips Logo.

●​ V1 has 300 lumens while V1 has 520 lumens

●​ Hue Go V1 only works with Zigbee while V2 works with Zigbee and BT
(TS) HUE GO BATTERY DEAD / ONLY WORKS WHEN
PLUGGED INTO POWER​
​
In some cases Hue Go will immediately turn off when unplugged from power.​
​
1. Check if the Power cord is connected properly and if it has been charging for enough time​
​
2. While plugged in, remove the Hue Go from the Hue App and re-add it.

3. If the issue persists factory reset the Hue Go (make sure it blinks) ​
​
NOTE: The 5-Second interval powercycle will not work with this lamp, check KB00116767 to find
other options to reset the luminaire ​
​
4. If the lamp blinked with the reset but the battery issue persists you can replace the product if within
warranty. If the product is not within warranty ask L2 for support or your TL for approval.
MATTER

(INFO) HOW TO GET A PAIRING CODE?

-​ Go to the Hue App > Settings > Smart Home > Other Apps & follow the on-screen instructions.
(TS) MATTER + GOOGLE
Issue:
The customer gets Matter pairing code, adds it to Google Home, and is asked for a Hub to
connect with Google, however, the customer already has one of the listed devices from
Google that should work as a hub. If the customer continues setting this up after getting this
message, all luminaires in the Hue Bridge will show up under the name "Bulb" and as
"Offline". If we tab and hold on to a luminaire, the customer will see the message saying that
they need a hub to control that device.

Troubleshooting:​

1.​ Make sure that the customer has the latest

software version from the Google Home App
and Hue App (I recommend checking on the
App/Play store as sometimes the app does not
tell you that there is an update available).​

2.​ Go to the Google Home App and check if the

Google Hub is under "local devices", If updated,
the customer will have the option to "link
device".​

3.​ If previously added, remove the previous

"failed" integration with Matter by tapping and
holding any "offline bulb" and then tap on the
"Settings" icon and then tap on "Remove
device". This should prompt a screen saying
that all Matter devices will be removed from that
setup.​

4.​ If the customer has an existing Google Hub,

remove it and re-add it to the Home. Make sure
that the customer has manager access to the
Google Home they want to set up. If not, the
customer will not be able to set up or remove
the Google Hub from the home. ​

5.​ Link your Google account to the Google Hub

and finish setting it up correctly again, assign it
a room, and finishing setting it up in the Google
Home App. If linked correctly, the customer will
not see the option to "Link device" under the
name of the Google Hub.​
6.​ Get a new Matter pairing code in the Hue App (you might need to force close the Hue
App).​

7.​ Go to the Hue App > Devices > (+) > New Device > Select Home > Next and follow
the on-screen instructions. This time, the customer will not get the screen asking
them for a Google Hub, after this step, the customer can be sure that once the setup
is finished the lights should work as expected. ​
​
Note: During step 7, if the customer gets an error message "unable to add
accessory" after waiting for a long time for the connection to be made, get a new
setup code for Matter in the Hue App. This happens when the code has already
expired.
​

Log in with the account connected to your Hue Bridge, under Home, you will see the ''All applications''
tab which will show you a history with date and time and the application that triggered that action
(homekit automations will not show up). See the image below for reference.
If this were the case and a trigger matches the time of the lights (when they turn on) and it has not
been made by the Hue App but by a third-party device you might need to double-check your
additional connections and disable that specific trigger or fully disconnect the third-party from Hue by
using the ''Remove app'' option. If this is removed this third-party app will not be able to perform any
actions with your lights anymore until set up again from their app.

Refund Process (REFUND TEAM)

Template para notificar Refund por check

Dear xxxx,

Thank you for contacting Philips regarding your warranty request under ticket number xxxx.

We have processed your warranty ticket and will be sending you a refund in the amount of
$xxx.

Please allow 7-10 business days for receipt.

We apologize for any inconvenience caused by our product.

If you have any further questions about your warranty, please feel free to contact us by
replying to this email or directly call 1-800-555-0050.

Kind regards,

xxxx
Template para notificar Refund por zelle:

Dear xxxx,

Thank you for contacting us regarding your warranty claim under ticket number xx.

We have processed a digital refund in the amount of $xxx.

Please follow these easy and secure steps to process your refund:

1. Signify will provide Bank of America with your name, email address, and refund value.

2. You should receive an email from Zelle to register your account and personal details.
*This information will remain private from us and we will have zero access to it*

3. Bank of America will validate and send the funds to your account

4. You will be receiving a second email to accept the funds to be deposited

5. Once you accept, the money will appear in your bank account within 1 to 2 business days

Please note: You only have 14 days to complete the one-time registration before the link
expires.

We apologize for any inconvenience caused by our product.

If you have any further questions about your warranty, please feel free to contact us by
replying to this email or directly call 1-800-555-0050.

Kind regards,
xxxxx

Re issue roshan ara

Dear xxxx,

Thank you for contacting Philips regarding your warranty request under ticket number xxxx.

We processed your warranty ticket on xx/xx and will be sending you a refund in the amount
of $xxx.

Please allow 10 - 12 business days for receipt.

We apologize for any inconvenience caused by our product.

If you have any further questions about your warranty, please feel free to contact us by
replying to this email or directly call 1-800-555-0050.

Kind regards,

xxxx

Para solicitar re issue:

Hello Nicole,​
​
Please help me confirm if the check related to this ticket (xxxxx) for $xxxx was
cashed. if it was could you please forward some proof of being cashed. And if it
wasn't put a stop to it so we can continue with the re-issuing of it on another ticket.​
​
The date of being process according to C4CS:​
​
Requested Start

xxxxx

Requested End

xxxxx​
​
Will be waiting for your confirmation.​
​
Thank you for your help,​
xxxxx

Re issue Jessenias version:

Hello Nicole,​
​
Please help me confirm if the (check/zelle) related to this ticket (tkt number) for $xxxx was
cashed. if it was could you please forward some proof of being cashed. And if it wasn't,
should we continue with the re-issuing of it on another ticket?​
​
The date of being process according to C4CS:​
​
Requested Start

10.08.2024 00:00

Requested End

11.08.2024 00:00​
​
Will be waiting for your confirmation.​
​
Thank you for your help,​
Luis R.
Memo:
nicole.hoodak@signify.com

Amount: ​
Date of refund: xxxxxxx (please inform customer about the refund)​
Do not perform follow up until xxxxxx

REFUND xx/xx Feb - ETA xx/xx

If not received after 10 business days, please escalate to excel for re-issue.

For papercheck, wait 5 more bussiness days.

ZIp code checking

ZIP Code™ Lookup | USPS

ZIP Code™ Lookup | USPS

3rd re issue task 32 template:

FOR TASK 32 - REFUNDS XX re issue

Date of escalation: xx.xx.xxxx
BA Name:xxxxxx
Ticket Number: xxxxxxxxx
Customer's Name: xxxxxxxxxxxxxxxxx
House Number/ Street: xxxxxxxxxxxx
City: xxxxxxxx
State: xx
Zip Code: xxxxxxx
Amount: $ xx.xx USD ( based on the original refund)
Receipt or Reference Link attached? yes ( based on the original refund)
Item’s name: xxxxxxxxxxxxxxxxxxxxxxxxxxxxx
12NC (Product ID): xxxxxxxxxxxxxxxxxxxx
Quantity: xx

Over 500 missing items

●​ Over $500: Envian un correo, desde C4CS, a nicole.hoodak@signify.com y

christopher.rice@signify.com indicando el PHUS, PO, productos, monto y solicitando
aprobacion para el reintegro. Pueden usar este tmp:​
​
Dear colleagues,​
​
Require your approval for this over $500 refund via Luzern for a lost webshop
purchase. The order number is (PO code) with PHUSXXXXXXXX and the total
value is $XX.​
​
Thank you,​
xxxxx​
​
Una vez que envien el correo quedamos a la espera que ellos aprueben el refund.
Cuando lo hagan, ese mismo correo, le hacemos FORWARD en el C4CS hacia
Luzern para que procedan con el reintegro. Tienen que hacerle forward sino Luzern
no podra leer la aprobacion.​

●​ Under $500: En este caso pueden enviar directamente un correo a Luzern

solicitando el reintegro a hueescalations@luzern.co ,
customer.support@luzernsolutions.com , huereturns@luzern.co (estos casos no
deberian rebotar ya que ya estan aprobados por signify como proceso)