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Panasonic - Poor customer service

panasonic 52 inch TV - Complaint
Review by xhvyfe on 2012-03-26
Rating: StarStarStarStarEmpty Star
Resolution Update on 03/26/2012:
Decided to take the money and run. Running fast from Panasonic, once these TV's are gone we will not purchase another. Sad!!!
WHITING, NEW JERSEY -- Panasonic 52 inch plasma TV, after one and a half years of working started to fail. We contacted Panasonic in the beginning and was told by tech's how to reset. This procedure was accomplished twice until the TV failed completely (10 blinks). Again, Panasonic was contacted and suggested we contact a recommended repair shop for repairs. The first shop failed to get back to us though we contacted them three times. Finally we sent the TV out for repairs at another shop along with a deposit of $75, and these guys were great! They were very friendly and helped with contacting Panasonic. The shop contacted us saying the TV was fixed but required @ $500 payment. We contacted Panasonic about the amount and after a long period of time, due to Panasonic review, said because we were out of the warranty period of a year they could only reimburse $150. We were floored by their insult! After the amount of the TV, wall mount and TAXES we had over $2000 in this TV. Plus the fact we have been without this TV for almost 6 months!!! Even if they would have made the offer of splitting the cost as would any decent Company this would be resolved. The customer call center in Virginia contacted us saying that the offer was it, and if we didn't take it there was nothing else they can do. They also stated we should have bought the extended warranty! Really...! Is that because they sell a known defective TV? I'm sure someone buying a TV today should expect @10 years of service with moderate use. We have repeatedly contacted Panasonic on this issue and they fail to get back to us with out using the Customer Call Center with whom we do not ever want to talk to again. We are trying to go up their ladder of administration with our displeasure within Panasonic but they seem to really protect their managers, no means of contacting anyone other than the CCC or Panasonic's general Call Center. To add insult to injury we bought another TV, same model about 3-4 months after this purchase and are expecting the same failure and lack of help from Panasonic. We will pass the word to all of our acquaintances and their contacts to beware of any Panasonic products. This might be a small action but it will grow. As tough as times are you would think that a Japanese Company would do the right thing to keep their reputation of quality a priority. WE WILL NEVER BUY ANOTHER PANASONIC PRODUCT EVER!!!
Comments:
Posted by Kris10 on 2012-03-26:
While I understand your frustration at having such an expensive appliance fail in under 2 years, it was out of warranty. The fact that they offered anything towards the repair shows that Panasonic is better than some other companies that would have told you, 'oh well, too bad.' Not only that, but you even picked the shop. Most other companies would have said that that alone would have made it a no on any repair cost reimbursement.

I'd take the $150 and run with it.
Posted by FoDaddy19 on 2012-03-26:
You were out of warranty by six months. I think the $150 offer was pretty generous actually. Most of time not getting the extended warranty is a good idea. Then there are those rare times when it actually is a benefit. This is one of those rare times. Panasonic generally makes very decent plasma TVs.

I don't think Panasonic is doing anything wrong here.
Posted by trmn8r on 2012-03-26:
Actually, Panasonic is more than a "decent" company, in my opinion. It is a pretty good one, and always has been in my memory.

I don't know of a consumer electronics company that covers an item that isn't under warranty as if it is under warranty. Those two are mutually exclusive.

It is easy to suggest that an item fails within only a few months or year outside the original warranty by design, but think about this. You never know WHEN an item is going to fail. A warranty is like insurance. Man-made items fail at random times (unless there is a widespread manufacturing defect).

I am impressed that they offered you anything, and personally I would take the money and run. Then, if the tv works fine for years, chalk it up to a fluke. On the other hand, if it fails, toss them under the bus.

I haven't bought one of these expensive flat screens specifically because I am hoping they have/are working any bugs out, and I bought a large CRT just before they stopped being made.
Posted by Venice09 on 2012-03-27:
"They also stated we should have bought the extended warranty! Really...! Is that because they sell a known defective TV?"

That's a good question. Please let us know what happens with the second one. Did they push an extended warranty when you bought these televisions?

Posted by ceverman on 2012-10-21:
The only thing Panasonic is doing wrong is making inferior products that fail early. On line forums are full of complaints about their plasman TV's failing after 1 to 2 years.

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