- What problem has Philips identified with its Senseo® coffee makers?
- What is calcium build-up, or "extreme calcification"?
- What are you doing to resolve the problem?
- Is the exchange program free of charge?
- What is Philips’ advice to owners of a Senseo® coffee maker?
- Can I continue to use my Senseo® coffee maker?
- How do I know if my Senseo® appliance is among the affected batches?
- Does the problem occur with all Senseo® coffee makers?
- Where can I find the product type number and production date?
- How long will it take to replace the affected products?
- Will Philips exchange my affected unit for the exact color and type I currently own?
- Have you reported the problem to the Consumer Product Safety Commission?
Q: What problem has Philips identified with its Senseo® coffee makers?
A: Philips has identified a safety problem which affects a number of Senseo® coffee makers produced between July 2006 & November 2008. Per year, the risk is less than three-per-million. Philips is committed to the well-being of its consumers and has decided to voluntarily recall the affected Senseo® machines and replace them.
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Q: What is calcium build-up, or “extreme calcification”?
A: Some water sources contain a higher concentration of calcium which can build up in the inner workings of the machine creating scale.
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Q: What are you doing to resolve the problem?
A: Philips is offering to exchange affected units. Consumers should call the toll-free consumer care number 1-866-604-0051.
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Q: Is the exchange program free of charge?
A: Yes. If you own an appliance from the affected batch, you are eligible for a free replacement of your Senseo® coffee maker.
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Q: What is Philips’ advice to owners of a Senseo® coffee maker?
A: Our advice to owners is to check whether their appliance is part of the affected batch. If your coffee maker is part of the affected batch, please register via the system above and discontinue using the product.
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Q: Can I continue to use my Senseo® coffee maker?
A: Affected units should be exchanged via the communicated system.
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Q: How do I know if my Senseo® appliance is among the affected batches?
A: The affected batches were manufactured between July 2006 and November 2008 and have the following product type numbers: HD7810, HD7820 and HD7832.
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Q: Does the problem occur with all Senseo® coffee makers?
A: No, the risk is limited to a batch of machines produced between July 2006 and November 2008. All Senseo® coffee makers produced from November 2008 have a technical update which eliminates the risk completely. The products affected have the following product type numbers: HD7810, HD7820 and HD7832.
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Q: Where can I find the product type number and production date?
A: The product type number and production date can be found on the base of the Senseo® coffee maker.
To find the product type number and production date on the appliance, we advise you to unplug your Senseo® coffee maker and remove the water container and drip tray. The type number has 6 digits, starting with HDxxxx, and can be found in the top left hand corner of the label. The production date can be found in the bottom right hand corner of the label. Please only record the first 4 digits.
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Q: How long will it take to replace the affected products?
A: Once you have registered your affected appliance by calling the number above, we will send you an exchange unit. You can expect to receive your new Senseo approximately six weeks after you make contact with Philips Consumer Care either via phone or online. We appreciate your cooperation and sincerely regret any inconvenience caused.
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Q: Will Philips exchange my affected unit for the exact color and type I currently own?
A: Philips will provide a free replacement unit model HD 7810 in the color black.
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Q: Have you reported the problem to the Consumer Product Safety Commission?
A: We have reported the problem to the CPSC and we are working jointly with them to provide information to Senseo owners.
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