Important safety warning

Information

Senseo® coffee maker

Philips has identified a safety problem which affects a number of Senseo® coffee makers produced between July 2006 & November 2008. Per year, the risk is less than three-per-million. Philips is committed to the well-being of its consumers and has decided to voluntarily recall the affected Senseo® machines and repair them.

The product type-numbers affected are:
HD7810, HD7811, HD7812, HD7814, HD7816 & HD7832

The potential problem only affects these coffee makers when they are heavily calcified. Heavy calcification is caused by the water used in the coffee maker. Some water sources contain a higher concentration of calcium which can build up in the inner workings of the machine creating scale. In rare cases, where there is extreme scale build-up AND the machine suffers an additional electrical fault - pressure build-up can cause the machine to separate, possibly leading to injury.

Is my product affected?

Check if your Senseo® coffee maker is eligible for recall for repair

(If the type number or production date of your appliance does not appear in the form below, your Senseo® coffee machine is completely safe to use)

Close
The product type no. can be found in 3 places:

• On a label on the base of the Senseo® coffee maker
• On the directions for use/ instruction manual supplied with the product
• On the original packaging supplied with the product

To find the Product Type number on the appliance, unplug your Senseo® coffee maker and remove the water container and drip tray.
The Type number has 6 digits starting with HDXXXX.

The product production date can be found in on a label on the base of the Senseo® coffee maker. To find the product production date on the appliance, unplug your Senseo® coffee maker and remove the water container and drip tray. The product production date has 4 digits and can be found on the bottom right of the label. Please enter the first 4 numbers.

What to do if you own a Senseo® coffee maker eligible for recall for repair?

Due to the decline in the number of returned products, for practical reasons Philips will adapt the return process. If you have registered and still have your packing material at home we advise you to bring your product in the return package including return label attached to one of the drop off points before October 16th, 2009. In this way we can give you a prompt return of the repaired Senseo coffeemaker

Since the list of the drop off points is regularly refreshed (click here), we recommend you to check for the last updates After October 15th, 2009 you can return your eligible product via your local retailer.

If you have not regularly decalcified your machine as recommended, please decalcify it before further use.

Please also read the FAQs.

What to do if you own a Senseo® coffee maker which does not need to be repaired?

If you own a Senseo® coffee maker with a different type number to those stated above or produced before or after the period July 2006 to November 2008, your appliance will not need to be repaired. We would like to reassure owners of these Senseo® coffee makers that they are completely safe to use.

We would like to remind all owners of a Senseo® coffee maker to properly service their machine by decalcifying it every three months. Regular maintenance will help prolong the lifetime of the appliance as well as ensure that the flavor and temperature of the coffee remains at an optimum level. Decalcification instructions can be found in the product manualor by contacting an agent from Philips Consumer Care (tel: 0870 900 9070 ).

Descaling for HD7805 through to HD7826, HD7840 and HD7841

Descaling for HD7830, HD7832 and HD7842

FAQs

Where can I return my eligble product?

Some water sources contain a higher concentration of calcium which can build up in the inner workings of the machine creating scale.

What problem has Philips identified with its Senseo® coffee makers?

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.

Is the recall for repair action free of charge?

Yes. If you own an appliance from the affected batch, you are eligible for a free replacement of your Senseo® coffee maker.

What is Philips' advice to owners of a Senseo® coffee maker?

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.

Until when can I return my product?

Eligible products can be returned until further notice. Communication will be via this website. Please follow the above mentioned link to go to the information page.

What are you doing to resolve the problem?

Philips is offering to exchange affected units. Consumers should call the toll-free consumer care number 1-866-604-0051.

How long will it take to replace the affected products?

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.

I've registered my machine - what happens now?

Within days of registering a Senseo® for repair, consumers will receive a sachet of decalcifying crystals by mail. Consumers are advised to decalcify their appliance before using it further. Decalcifying temporarily removes the risk.

The next stage in the process is for consumers to receive a special box, which they will use to package their Senseo® and transport it to a local drop-off point. Due to the scale of the recall action, the sending of boxes is phased to ensure that Philips can meet its promise of a 12 working day repair process - meaning that consumers are without their Senseo® for as short a time as possible. This means that a box could take up to ten weeks to be sent to the consumers address. Once the box is received, consumers are asked to bring their packaged Senseo to a local drop-off point with three days. From there, the appliance is sent to a central repair facility. The repaired product will be delivered to the consumer's door, within 12 working days of its delivery to the central drop-off point.

Where can I find the product type number and production date?

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.

If I decalcify now - do I still have to send in the affected appliance for repair?

Yes. Recalled machines will be fitted with a new boiler which has an extra safety mechanism. Repaired machines should still be decalcified every three months - however, the extra safety mechanism will remove the issue.

Is registration still needed?

The local dealer will accept the appliance for repair and will need some personal data to contact you after the repair has been finished.

In the past decalcifying sachets have been send. Can I receive a free sachet?

As of September 2009 the trade shops are coordinating the repair process. Therefore Philips has stopped supplying free decalcifying sachets as of September 2009. However, consumers are advised to decalcify their appliance before using it further. Decalcifying temporarily removes the risk. The dealers can inform you on the availability of suitable decalcifying products.

How has Philips organized the repair of my eligible product?

Your retailer will arrange an exchange within one year of date of purchase, after this period, the exchange can be made via Philips Authorised Service Centres. Please contact our consumer care centre for your nearest Authorised Service Centre.

No, we will endeavour to exchange your machine for a new product.

How do I pack my product so it is safe for transport?

All consumers are asked to pack their product in their own box, dealers will ensure transport for return and exchange for the new product.

Until what moment can the consumer change their personal data in Infotip them selves?

The consumer can change their personal data until the box out mail or white mail has been send to them by the system. After that the consumer can only change their personal data via the call center who should close the old case and create a new one.

Does the problem occur with all Senseo® coffee makers?

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.

Can I continue to use my Senseo® coffee maker?

Affected units should be exchanged via the communicated system.

How do I know if my Senseo® appliance is among the affected batches?

The affected batches were manufactured between July 2006 and November 2008 and have the following product type numbers: HD7810, HD7820 and HD7832.

I'm waiting for my packaging box, when can I expect it?

Due to the scale of the recall action, the sending of boxes is phased to ensure that Philips can meet its promise of a 12 working day repair process - meaning that consumers are without their Senseo® for as short a time as possible. This means that a box could take up to ten weeks to be sent to the consumer's address.

I've received my repaired appliance, can I start using it straight away or do I need to do anything?

Your repaired appliance is ready for you to use.

What is the situation with my warranty?

Each repaired Senseo® comes with a new two year warranty.

Who can I contact if I have questions about the repair process?

You can contact the local Philips consumer care help desk. The local Philips Consumer Care can be reached the following telephone numbers 0800 3316015 (for the UK) or 01601 1777 (for Ireland). The opening hours of the helpline are: weekdays from 8.30am - 8.00pm and Saturdays 9.00am - 6.00pm