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Philips Premium Digital Airfryer Questions & Answers (page 2 of 7)
Compact Digital HD9643/17, XXL Digital HD9651/91, XXL Digital HD9650/93, etc...134 questions from our users
dawn j.asked
My air fryer is less than a year old. The fan quit. Heating element still working, any help?
3 answers
Definite warranty job.
Contact store of purchase & replace under warranty
Philips S.Philips
Hi Dawn,
Thanks for sharing this with us here. It's unfortunate to hear you're having some issues with your AirFryer, and we'd be happy to look into this for you. Please contact us directly on 1300 363 391 (Mondays to Fridays: 9:00 am - 7:00 pm EST) for Australia and 0800 658 224 (Mondays to Fridays: 9:00 am - 5:00 pm) for New Zealand.
Looking forward to your message. :)
Kind regards,
The Philips Australia Team
TJDinAusasked
I have just purchased a Philips Avance HD9742/93 and upon unpacking, I noticed that the "splatter proof lid" was missing (indicated as included on documentation). I initially contacted Myer online (where I had purchased the item) and was advised that I would need to return the entire product in its original packaging and they would send out another, or I could contact Philips Customer Care, which I did. That contact was made ten days ago and only today, after calling Customer Care (located in the Philippines) again, I was provided with a tracking number and an projected arrival date of five days from now (note the shipment is simply Melbourne/Thomastown to Brisbane). Throughout the process of trying to get the missing part, it has become increasing evident that aside from their health care arm, the only true Philips presence in Australia is their product line distributed by third parties such as Myer, DJs, Good Guys, etc. This has been further frustrated by the fact that both part/accessory numbers, if the parts/accessories are actually available in the Australian market, are inconsistent with the publications put out by Philips itself. I fully understand the transition to a more global market is and will continue to grow but I am also concerned that this has allowed the providers of products and services such as Philips to compromise the level of customer support they attach to their brand. Unfortunately, this is not a new experience with Philips as I also own one of their oxygen concentrators and the experience of after sales support has been no different.
So, here is my question:
At what point does one give up on a particular product brand when availability, timeliness and accuracy of information are compromised by the established business model?
2 answers
3 months ago purchased the Phillips XL and more recently the Phillips XXL. I wasn't aware of an " splatter proof lid" for either of these models of air fryers. I am currently (as of 23/8/2019) in contact with Phillips regarding access to a cash back offer on the newly purchased XXL. I have set up the Phillips account as required to access my cash back, but the email verification for my Phillips account in order to access the cashback isn't working. I am receiving feedback from Phillips regarding my problem, but having been re routed a few times to the promotions team and their IT team and back again, and, after over a fortnight of trying I am giving them another 48 hours before contacting consumer affairs in my state. Other than the issues with the cash back I am very happy with both the XL and the XXL. Between purchasing my XL and the XXL, I purchased two Aldi units, both of which failed at first use, and a Smith and Nobel, which has since failed as the handle doesn't lock in, after a month of use. The Phillips Air fryer is a far superior product, to any other air fryer on the market, but I am becoming concerned that their after sales service is lacking. Contact isn't easy and you get re routed, and fobbed off. What a shame as the air fryer is a great product.
Philips S.Philips
Hi there, we very much appreciate you sharing your honest thoughts and experiences here. We do regret hearing that they have not been the best ones, though. Of course, things are not supposed to go down like this, and we apologise for the fact that it did. We will make sure to share the feedback with the concerned team, so they will be able to look into it and learn from it as well. As for the matter you experienced, it sounds like the lid is on its way to you now, correct? In case you have further case specific questions, you can always get in touch with our colleagues via 1300 363 391. Once again, thanks for taking the time to share your feedback.
Kind regards,
The Philips Australia Team
Jalexasked
I have my new airfryer for nearly 6 months.
Looking through the booklet it does not say that it has an element at the top,nor does it say to wipe it after each use.
Had a burn smell coming out the back,but did not see any burned items onsite.
After cleaning the airfryer and turned it on it still smelt smoky.
We turned it upside down to discover an element and one site had blackness on it.
Tried to wipe it with paper and would not come of.
Definitive an design fault.
6 answers
Philips S.Philips
Hi Jalex, thanks for sharing your thoughts and experiences here. What a pity to hear you're not completely happy with the design of our AirFryer. The heating element is indeed at the top, and we do recommend cleaning it regularly. Food residues stuck to the heating element can be removed with a soft- to medium-bristle brush. More instructions and a video can be found here: https://www.philips.com.au/c-f/XC000012903/how-to-clean-the-insideheating-element-of-my-philips-airfryer. We hope this was helpful!
Kind regards,
The Philips Australia Team
We have tried to clean it that way and did not work.
The store said we can swap it for an other one.
They should have put a plate underneath the elements for easy cleaning.
We were never told about the elements,nor to clean it. It should have been in the instructions.
Philips S.Philips
Hi Jalex,
We're sorry to see that the cleaning didn't help, but thanks for trying in any case. But do we understand correctly that you've now received a new one from the store? That would be great, of course. Perhaps, in that case, it might be helpful to follow the cleaning instructions in the manual here: https://www.download.p4c.philips.com/files/h/hd9651_91/hd9651_91_dfu_eng.pdf#page=21.
We hope this will help with cleaning the Airfryer, so you can enjoy cooking with it again.
Kind regards,
The Philips Australia Team
customerasked
Hey guys i have bought an xxl less then a month ago from amazon.com.au. Recently noticed that the drawer doesnt shut completely. Is this normal. How do i contact the warranty ppl
3 answers
Philips S.Philips
Hi there, thank you for sharing your experience with us here. This does not sound right and we'd like to know a little more - would you mind ringing us on 1300 363 391 or sending us a message on our Facebook or Twitter (@PhilipsCare)? Our team would be happy to look into this and see what they can do to help. Thank you in advance!
Kind Regards,
The Philips Australia Team
Dears, I have bought an xxl less than one month ago and used it once, the second time the fan not working there is heating but no sound for the fan is this ok or what??
Philips S.Philips
Hi Ashraf,
Thanks for reaching out to us. When the Airfyer is working, there should be a sound coming from the fan that cools it down. To make sure everything is working properly, we'd like for you to get in touch with us. You can reach us at 1300 363 391. You can also send us a message on Facebook or Twitter. We'll be happy to look further into this for you. We look forward to hearing from you.
Kind regards,
The Philips Australia Team
AliWasked
Oh no! I accidentally closed my new XXL Air fryer without putting the basket and handle back, now I can’t open it. Help please.
Rifatasked
I have bought a Philips xxl air fryer from myer penrith 3/4 months before, problem is the door does not fully close from the front and gaps can be seen from both sides. What should i do
3 answers
I’d contact the store and see if they can replace : )
Agree with Liz 08, take Airfryer into Myer Penrith or contact Philips Australia directly. Need to provide copy of Receipt & photos to either or both parties. Should not have any trouble getting a replacement
Philips S.Philips
Hi Rifat. Thanks for reaching out. We're sorry to hear about the issues you're having with the AirFryer. It's advisable to go back to the store if you still have a proof of purchase, alternatively you can reach out to our colleagues by phone at: 1300 363 391 (Mondays to Saturdays: 7:00 am - 7:00 pm EST). They'd be happy to help out with this.
Kind regards,
The Philips Australia Team
Catherine R.asked
I have a kambrook KAF200 model airfryer but cannot work out where the filter goes?
No answers
Suhiena R.asked
Hi i have a twin turbostar xxl. Does the fan turn off every now and then??. Is this normal? It's taking long time to cook samosa.
1 answer
Philips S.Philips
Hi there, thanks for asking. We're happy to look into this for you. Therefore, we advise you to contact our product experts directly via the below link: https://www.philips.com.au/c-w/support-home/support-contact-page.html#n62Contact=HOUSEHOLD_PRODUCTS_GR%2BCOOKING_CA
We hope to hear from you soon.
Kind regards,
The Philips Australia Team
Adraaasked
I've bought my Philips Air fryer 5 years ago, It's was working perfectly, but the last year the fan stopped working so it take more time to cook well.Is there any way to fix this problem please?
1 answer
Philips S.Philips
Hi there, Adraa. Thanks for getting in touch and we're sorry to hear this. We kindly advise you to contact our colleagues for further assistance here: https://www.philips.com.au/c-w/support-home/support-contact-page.html#n62Contact=HOUSEHOLD_PRODUCTS_GR%2BCOOKING_CA
Kind regards,
The Philips Australia Team
Bennyasked
I brought one HD 9630
5 days ago unfortunately while I am using smoke came from back side and it’s feel very hot couldn’t touch especially Back bottom side kindly advise
1 answer
Philips S.Philips
Hi Benny, we very much appreciate you bringing this to our attention. We're sorry to hear that you've been experiencing some issues with the device, though. This is not supposed to happen, of course, so we'd like you to get in touch with our specialists via 1300 363 391 (AU) or 0800 658 224 (NZ). They will be able to look into this and provide you with assistance. We hope the matter will be resolved shortly!
Kind regards,
The Philips Australia Team
Tamer Q.asked
Hi, I just used my air fryer from Philips for the first time. At the beginning the fan was working very well then after 18 minuets the fan shutdown and only the heating coil is working. Can you help with that?
1 answer
Philips S.Philips
Hi Tamer, thanks for reaching out through here. Is it the case that you've selected a longer cooking time than 18 minutes, and still the fans stop working? If that's the case, we would recommend to reach out to us by phone on 1300 363 391 (AU) or through 0800 658 224 (NZ). We'd like to see what we can do to help.
Kind regards,
The Philips Australia Team
Nadia S.asked
Hello
When i reset the time and temperature after sometime it starts to increase the time or temperature automatically by itself. what should i do kindly help? Thanks
1 answer
Philips S.Philips
Hi there, Nadia. Thanks for asking. That's not supposed to happen and we like to get in touch and see how we can help. Please contact our colleagues directly here of further assistance: https://www.philips.com.au/c-w/support-home/support-contact-page.html#n62Contact=HOUSEHOLD_PRODUCTS_GR%2BCOOKING_CA
Hope to hear from you soon.
Kind regards,
The Philips Australia Team
Jazasked
Hello
Do any of their products bake cakes, bread and also cook roasts etc. Many thanks. Happy Easter Jaz
in Sydney.
[email removed]
1 answer
Philips S.Philips
Hi, Jaz. Thanks for taking the time to reach out to us here with your question. It's definitely possible to bake cake/bread in an Airfryer and cook wonderful roasts. For a full range of Airfryer recipes, you can visit our "Airfryer app" called NutriU. Alternatively, feel free to visit our website, filled with delicious Airfryer recipes: https://bit.ly/2Ku4taP. Hopefully this helps. Should you have further questions about your Airfryer, now or in the future, please don't hesitate to reach out to us again on of our social media channels like Facebook and/or Twitter (@PhilipsCare) where we're available 24/7. Alternatively, you could reach out to us by phone (AU 1300 363 391).
Kind regards,
The Philips Australia Team
VonTasked
Hi I just bought this airfryer and it's the 3rd time I've used it. Today I'm baking chicken wings at 180 degrees for 15 mins. It keeps switching off around 5 to 6 mins. Is my airfryer faulty? It's not even at the max temperature.
1 answer
Philips S.Philips
Hi there, thanks for reaching out to us. That's a good question you've got there. We'd like for our product team to have a closer look at this. You can reach them on 1300 363 391. Also, feel free to reach out to us on Facebook and/or Twitter (@PhilipsCare) for further assistance. :)
Kind regards,
The Philips Australia Team
glenbasasked
I have the XL Airfryer, & a lot of ball bearings are falling our of the bottom as well as small black plastic strips. The basket has become very hard to move
1 answer
Philips S.Philips
Hi there, thanks for asking. That doesn't sound good and we like to get in touch and see how we can help. Please reach out to our colleagues directly here: https://www.philips.com.au/content/B2C/en_AU/support-home/support-contact-page.html/#n62Contact=HOUSEHOLD_PRODUCTS_GR%2BCOOKING_CA
We would like to hear from you.
Kind regards,
The Philips Australia Team
Anuraj R.asked
Hi there,
I have got the Philips air fryer XXL model which is not even a year old. All of a sudden, it started showing a weird behavior. After setting the time and start the heating, the display screen will not show the temp/time. Instead, it will show only a few dashes (--- -- ---). And moreover, the power button will no longer work after this and the heating will stop after some time before hitting the set time. The screen will be still showing the dashes. The only option to power the machine is to unplug the power cord.
When plugin again, the power button will work fine. This issue occurs only after the heating starts.
Any ideas, what is happening here.
2 answers
Philips S.Philips
Hi Anuraj, thanks for sharing your experience with us on here. That does not sound like it's supposed to indeed. We'd be happy to look into this further. Please reach out to us on Twitter (@PhilipsCare) or Facebook, if you'd like our assistance with this. You can also contact us by phone on this number: 1300 363 391.
Kind regards,
The Philips Australia Team
Sounds like it's faulty. The XXL is really straightforward to use and shouldn't be doing the things you're describing. Take it back to the shop for a replacement.
Erica E.asked
Is it unsafe to use when the Teflon coating has come off
1 answer
Philips S.Philips
Hello Erica,
Thank you for asking this question. We can imagine that this is something you wonder while purchasing products that have such coating on it. We would like to point out that the materials which our AirFryers are made with are safe to use. If you experience this issue with your device, we recommend reaching out to our team directly here: 1300 363 391 (Mondays to Saturdays: 7:00 am - 7:00 pm EST). Our colleagues will be able to look into this for you. We hope to hear from you soon.
Kind regards,
The Philips Australia Team
Jeffasked
My Philips twin turbo star air fryer fan turns on and off when cooking is that normal and it seems it doesn't cook in 30 min all the way and is not crispy the wings it is at 400 while cooking
1 answer
Philips S.Philips
Hi there, Jeff. Thanks for asking. We kindly advise you to contact our product specialists here for further assistance: https://www.philips.com.au/content/B2C/en_AU/support-home/support-contact-page.html#n62Contact=HOUSEHOLD_PRODUCTS_GR%2BCOOKING_CA
Kind regards,
The Philips Australia Team
TawnyaCasked
When the drawer is open after the cycle has ended you can hear the fan slowing down it is sounds like it is hitting something. This is brand new about of the box. Any ideas?
3 answers
No, it shouldn't be making a noise like that. Mine shuts down really smoothly when I turn it off, even if the drawer is open. Take it back to the shop for a replacement.
Mine does this also. I wasn't sure if maybe I had done something wrong. The first or second use it was fine and now it makes that noise everytime. Can I still return it?
Philips S.Philips
Hi there, thank you for flagging this with us. It's unfortunate to hear that you're experiencing issues with your Airfryer. We recommend you to contact our product team, as they could assist you the best way. You could reach out to them with this phone number: 1300 363 391 from Monday - Friday: 09:00 am - 07:00 pm EST.
Kind regards,
The Philips Australia Team.
Tomasked
I’m considering buying a Philips Airfryer but can decide between a XL and a XXL.
Could you please explain the difference between a 1st and 3rd generation fryer? Not the difference in size or accessories but the programs and the actual use.
No answers
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