For cases (any event type) with status shown as ‘New’ or ‘In Progress’, you can add additional comments from the Case Details page to communicate the latest information quickly to your Philips support team. You can also add attachments to the case.

Review/Update a Service case


Once you have located the case you wish to update, you can add the case activity ‘Customer Comment’. For incident cases you can add comments to a case by clicking on the Case Tracking tab, for other events like preventative maintenance use the Case Activities tab.

  1. Click the “Add Case Activity” button.
  2. Select the type of information/request.
  3. Add as much detail as possible with regard to the issue to ensure a quick resolution.
  4. As you see below, to help troubleshoot, you can also add Patient Health Information. Do this only if it will help in the troubleshooting process. Information entered in this field will only be visible to authorized Philips personnel.
  5. Click the “Save” button once you have completed the description and/or Patient Health Information.

Example of how an attachment appears on the Case Details page.

Add attachments to the case


You can add attachments during the case creation/update case process, so that you can elaborate and show your issue in more detail.

  1. Once you have located the case you can add attachments via the File Upload tab.
  2. You are then asked to accept conditions.
  3. If accepted, please select the type of information to which the attachment applies.
  4. Add comments to the attached file.
  5. You can select one or more files from your computer to be uploaded.
  6. Once selected click the ‘Done’ button

How to cancel a case

It’s not possible to cancel a case. If assistance is no longer needed, click on the button “Add Case Activity” and notate that the ticket should be closed.

Example of how an attachment appears on the Case Details screen in the File Upload tab.

Case Tracking


The Case Tracking tab on Case Details page allows you to view information about the status of the incident case. The current status, actions taken in the past and further steps are displayed chronologically, the most recent items on top. 


Here you can find insight on: 


  • Remote Intervention - provides details of the remote service intervention.
  • Dispatch of Engineer - informs about the planned date and time of the visit.
  • Onsite Intervention - provides details of the onsite service intervention.
  • Bench Repair - provides details of the part being repaired. You can track the shipment both inbound to Philips and outbound to Customer.
  • Parts Order /Material Only - part details which are for ‘material only’ situations in which no engineer will come to exchange the part.
  • Files Uploaded by CS portal user
  • Customer comment added to a case
  • Case opened date and time
  • Case closure date and time

Track the status of your parts

Track the status of your parts orders


If a part is ordered, you will see this information in the Case Tracking tab. You will be able to track the status and information of the ordered part. When the part is sent, the tracking URL will be automatically added. This allows you to track your delivery.

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