Lousy business practices & customer service, will never by Panasonic again
Posted by Rikki on 2010-12-12
Well, I see I am in good company. I ordered a Blu-Ray player from PanasonicDirect on 11/26/10. I too received almost immediately a confirmation email that my order would be shipped in 1 to 3 days. By 12/8, I was concerned because my order had not arrived yet so I went to the website to check the order status. Imagine my surprise that the status had in no way been updated. I sent an email to customer service to inquire about the status but to date have had no email response, there was a voicemail left on my phone that the unit s backorder with an expected fulfill date of 1/5/11 - not acceptable as this was supposed to be a Christms gift. I also feel that as a matter of good business practice, their voicemail should have been followed up by an email especially as they did not reach a person - suppose the voicemail didn't get through? I guess they didn't want anythng in writng. Naturally enough, I wanted to cancel my order and there is NO way to do this from the site. Emailed them again several times to cancel my order - no response to date. Started trying to reach them by phone yesterday. after going through the wringer with the automated voices system at the online order support # (800-405-0652)- which by the way, doesn't understand the phrases "cancel order" and "I want to speak with a representative" - I was put on hold on 2 different occasions while being transferred to a representative and was disconnected each time - the first after holding for 16 minutes and the second after being on hold for 26 minutes. After calling back yet again, I finally got a message that they are closed (this was during the normal operating hours posted on their web site). I kept tryng throughout the day and I also called the other support number posted on the web site (800-211-7262) and after doing contortions again to get through the automated voice system, I finally reached a live operator who said he would transfer me to the sales department - got the same closed message again. Figured I tried another route and got through to tech support and after being transferred to a supervisor (initially told none was available but I said I would wait until one was available) I was told the sales department was having technical issues and was closed but they would pass along my cancellation request and "hopefully" I would receve a call back from sales within 48 business hours. Frankly, Panasonic has ZERO credibilty with me at this point and I don't believe I will receive a call. If I don't receive a cancellation confirmation by the end of the week, I will be contacting the Better Business Bureau and the FTC as this company's practices are bordering on fraudulent.
Was this review helpful?YesNo
Read 3 RepliesAdd reply
Close commentsAdd reply
Panasonic's poor customer support.
Posted by David on 2010-07-08
I purchased this rather upscale PanaSonic DVD player new several months ago. Having had several PanaSonic products in the past I was confident that PanaSonic would support their products but that assumption was incorrect. Granted, I didn't all the homework I should have and did not discover until I powered up the unit that NETFLIX was not supported. However PanaSonic made an agreement with NETFLIX shortly after my purchase and I assumed there would be a firmware update so that I would be able to stream NETFLIX movies. Bad assumption. After communicating with PanaSonic I received an email (very unfriendly) saying in essence that PanaSonic had no intention of addressing this problem, the bottom line being that if I wanted to receive NETFLIX I'd have to but a new unit. Well folks that's exactly what I did. I replaced my older PanaSonic TV and DVD player with a SAMSUNG 46" LCD and a SAMSUNG BluRay DVD player that perform beautifuly. Friends and neighbors are impressed with the picture and performance of these units and two of them have purchased the identical DVD player.