chris davenport

Hi again Chris,

Thanks for taking the time to leave a second review here with us. Just for reference and transparency, your initial review hasn't been taken down (we cannot remove or amend any reviews at all on this platform) and can be found here: https://www.trustpilot.com/reviews/660291c96cdb5284a6347371

We're sorry to learn that you found our reply there unhelpful. This was not our intention, though we simply wanted to let you and other customers know that the information regarding the use of the product is indeed listed on our website and we apologise if it was difficult to find before you made the purchase.

We also would like to take the opportunity to apologise if you feel our team made you feel ignored throughout your support with us, also that it took longer than you expected to receive your refund. We'd like to emphasize that this absolutely was not our intention. Our team will respond to your new ticket and your email on your previous one as soon as they can. Please be advised that the contact center is not open on weekends and so we expect you to receive a reply after Easter in the coming week.

The Philips Hue support team.

Hi Chris,

Thank you for taking the time to let us know your thoughts about our Festavia string lights. While the product is IP rated for outdoor use, there is two methods in which they can be installed:

1. They can be connected to our low-voltage outdoor lighting systems where an outdoor PSU may be installed per the instructions on our website

2. If using the standard-voltage installation method utilizing the PSU supplied with the product, it must indeed be plugged in indoors for customers in the UK as mentioned on the FAQ section for Festavia on our website: https://www.philips-hue.com/en-gb/p/hue-white-and-colour-ambiance-festavia-string-lights/8720169246645#Can_I_use_the_Festavia_power_supply_unit_outside_

We apologize that you felt that this was not made immediately clear to you. We had a look in the system and would also like to apologie that it took longer than you expected to receive your refund after we confimed by email that it was issued on 13.03.2024. We hope you manage to find an alternative solution to fit your individual needs, though if you have any further questions or queries our customer care team will be more than happy to help. You are of course also welcome to reach out to us 24/7 on social media if anything comes up and the team will aim to respond within 1hr.

The Philips Hue support team.