Panasonic Corporation of North America

Review: On October 1, 2014, I attempted to turn on my television that is less than three years old. The tv flashed a red light 7 times. I called the company to find out the warranty and extended warranty purchased had both expired. The company said they would not repair due to the expiration of the warranties and provided a number to a repair company. I was in shock that a well taken care of and very expensive product has already failed through no fault of mine. I accepted the outcome and called the repair company and explained the seven blinking lights. The repair guys stated that this is a known problem with this TV set and that it would be $145 to come out for the first hour to test it and the repair total cost would be between $300-400. He further explained that the problem is usually a sc card but could be could be other components that interact with the board. Additionally he stated that since I purchased my tv Panasonic redid the design and no longer use that board and if it is that particular board it is currently on back order with no estimated time of arrival. I then called Panasonic back because I found this unacceptable. First of all the tv was supposed to last for 40,000 hours of use in less than three years I would have had to watch it approximately 36 hours a day. Secondly I now face spending $145 to find out it is or is not this card. If it is the card I have spent even more money on a tv that shouldn't even be broken to have it sit until this part comes in; which I was told could be soon or could be in a year! The call center could not give me an estimated time. I find this unacceptable. I already spent A lot to buy the tv and face an even larger bill to fix it because their product has not held up as advertised. Finally, I want to state that this is a known problem with the product and is referred to as "the seven blinking red lights of death"; I found many instances of people on the Internet having the same problem.Desired Settlement: I would like the company to pay for the repair and if the sc card is bad due to the unknown date of arrival of the part I would like the company to either provide me a refund or a new tv.

Business

Response:

Spoke to Ms. [redacted], advised her that we need to evaluate the TV first. Once this is done, we than discuss the assistance. She has agreed and arrangements for the evaluation have been made SCR

Review: I purchased 4 packages of D size Panasonic alklaine batteries. I used them in my maglite led flashlight and they leaked into the flashlight, the rest of the unusedbattereis leaked into their respective packages. I tried calling panasonic 3 times but no one was able to assist me with this issue.Desired Settlement: I would like panasonic to stand by their product and replace both the battereis and the damaged product under warranty.

Business

Response:

Claim was forwarded to our battery division where they will be in contact with the customer and provide her with information to ship the damaged flash light and the batteries for assistance SCR

Review: I bought a new Panasonic microwave in Feb 2013 and received it in March 2013. In January 2014, the microwave broke completely. The warranty is 1 year and it was 10-11 months old so I called Panasonic. They instructed me to take the microwave to their authorized repair center, called Prompt Service in Los Angeles, CA. I took the microwave to Prompt Service in January 2014. It is now March 17, 2014 and I still do not have my microwave back or any indication of when it might be completed, despite numerous calls.

When I talked to the repair technician at Prompt Service (after it had been there around 5 weeks), he told me that he had ordered a required part from Panasonic multiple times and multiple times they promised to send it -- and just as many times they had failed to send it. He said, "Panasonic is very difficult to deal with." Based on my own experience talking to Panasonic, I believed him completely.

I subsequently called Panasonic customer service (again) and spoke to a manager. He took all my information and said he would "look into it." It's been a week and I haven't heard anything.Desired Settlement: At this point, I want a full refund of my money ($112.26).

Business

Response:

A refund has been issued for the product for the amount of $112.26. The check will be mailed to the servcier for the customer. It will arrvie in 10-15 business days.

Review: I purchased a Panasonic 6.0 Plus handset for work on 9/30/2013 and since then one of the handsets is not working properly. I need both phones to complete my tasks at work. One of the headsets does not have a dial tone and I contacted customer service to see if we can trouble shoot the phone. The agent advised me that the item is defective I did advise her that I did not have the receipt however I did contact Office Max and have since then obtained a copy of my receipt. The representative told me that I have to pay to send this item back and they will repair it and get back with me. I asked for a supervisor who gave me the run around about the receipt. I had to get off the phone with her and call Office Max and call back in. This has been a nightmare with this company I have several of their products and this is the first time that I really had an issue with a product. The second time around after being on hold for over 15 minutes the supervisor advised me that if they do an exchange they will need my credit card information. This was the worse customer service experience I received and highly upset that there product is a defect and they expect me to cover the expenses I can not believe this company handles paying consumers this way.Desired Settlement: I want this issue to be resolved I have no problem sending the defective phones back however these phones are required for me to work so I can not wait to send the phones back to be repaired and wait for them to send it back in.

Business

Response:

The only way the customer can have an advanced replacement of the telephones is if he provides a credit card to secure the replacement that is sent to him. If the customer does not wish to do so then he has to send the unit to our repair center first.

Consumer

Response:

I am rejecting this response because: I am a single mother of four I do not have funds to secure this with. I use these phones to work with and I should not have to secure anything financially for your defective merchandise. If you would have read my full complaint then you would have understood your solution is the reason for my complaint in the first place. I hope this is not how you treat your customers.

Business

Response:

Our position remains unchanged. We regret that you are not able to comply with either option provided.

Review: I purchased a 55GT30 Plasma tv from Panasonic through Amazon back in February of 2012. I have taken extra care of this product. However, tonight, after turning it on, it shut itself off. The power light indicator blinks red seven times. Having looked this up online, this is a KNOWN issue that a LOT of people are having with this tv. Most people say it has something to do with one of the boards inside (SD, SU, etc). I contacted Panasonic directly about this, but they told me there is nothing they will do about it because it's no longer under warranty. I have only had the tv for a little over 1 1/2 years. And again, this is not a rare occurrence. A lot of people have this same problem that Panasonic will do nothing about. People online refer to it as the blinking red light of death and a quick search of google will show exactly that.Desired Settlement: I wasn't asking for a replacement. Just to have the tv fixed properly, fixing a problem that shouldn't have existed in the first place. I would like Panasonic to replace the problem parts and fix the problem properly.

Business

Response:

We must respectfully decline the customer's request for a repair at no cost. Please let me briefly comment on the current situation. During the lifespan of any electro-mechanical device, it is possible that it may require repairs or maintenance. Even though we are constantly striving to keep these repairs to a minimum, occasionally, a problem such as yours does

occur. It is for this reason that we stand behind and support our products with a manufacturer’s warranty that covers any internal manufacturing defects that may occur during a specified period of time.

The warranty for the Panasonic Plasma is 1-year parts and labor. This limited warranty is valid from the date of purchase, and once the warranty has expired, any expenses incurred must be absorbed by the consumer. This warranty addresses service only. There are no contingencies for refund or exchange.

However, as a gesture of consumer goodwill and 1-time only we will cover the part/s only to repair the customer's unit. The customer is responsible for the labor charge and any other fees. The customer must use the following servicer to do so:

Consumer

Response:

I am rejecting this response because:

I have done a lot of research on this issue. And a LOT of people are having the same problem. Seems to be a problem with the plasma panel display itself that causes the SU board inside to go bad, usually with a driver. This in turn ruins the SC board in the tv as well. Replacing the two boards will not fix the underlying issue with the display. The tv needs to be replaced.

Business

Response:

Our position remains unchanged. The previous offer to assist the customer will expire on 12/1/13.

Review: I ordered the new Panasonic model no. NN-SE985S. The microwave arrived in three days. On July 21 2015 I noticed that one of the corners was broken off on the waveguide cover (this is a small, flexible piece of plastic about the thickness of a credit card) on the inside wall of the unit. After four calls to Panasonic support, I have learned that

1. The local service center has gone out of business

2. Panasonic is unable to send a replacement part because, although they know which part it is, they do not have a parts list yet and thus do not have a part number.

3. Although one of the techs offered to send an advance replace replacement, her supervisor refused to authorize the replacement because the unit is too expensive ($374.00) and is repairable.

I have tried again and again to get them to just send me the part, all to no avail.

They want me to return the unit so that they can "repair" it and ship it back to me.

I most certainly will never expose myself to the possibility of having to deal with them again. I is an absolute nightmare.Desired Settlement: I would be happy to receive a replacement waveguide cover. If they cannot provide one, then I would like to have my unit replaced. It is under warranty until 06/15/2016.

Business

Response:

As per our National Field Service Office, the customer's unit is being replaced.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

The replacement of the unit should resolve the problem. I have not yet received direct communication from Panasonic regarding this and will inform you if they do not carry through.Thank you very much for your help in this matter.

Review: I purchsed a cordless telephone set [redacted] back on August 22, 2014. The charger for one of the handsets had failed and I called the service number (accentonline.com) back on 3/28/2015. I was told that a replacement part would be shipped once I emailed the sales receipt, which I promptly did. I called back on 4/16/2015, and was told they had my receipt but nothing was done to ship the replacement part, so the replacement was ordered. I called back on 4/22/2015 since I had still not received a part. I was told that one of my part replacement orders had been cancelled on 4/16/2015, and that the part was on backorder, and that I would receive it on 4/30/2015. I was also told that the duplicate part orders because "I kept calling so much". I called back again on 5/1/2015, as I still had no replacement part. This time I was told that they were on backorder and were supposed to be in stock within 10 days. Yesterday, I noticed that the Panasonic online store now showed them in stock, so I called back today. This time I was told that the "system was down" and they could not give me any status.Desired Settlement: Replace the defective part, which is supposedly covered by a two year warranty. If the part cannot be sent, just send me a new handset and charger. Thank you.

Business

Response:

The back-ordered part was received by the customer: It shipped by FedEx and was delivered to at 2:32pm local time on Friday 5/8/15.The Tracking number is: [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

As a suggestion: The Accentonline.com (the company who Panasonic has vended out customer support to) employees appear to have very limited access to parts inventory information, if at all. For my first two calls, they responded that the replacement part was being sent out, which did not happen. It was only on my third call that I was informed, after lengthy time on hold, that the part was on backorder. I have no idea whether it was on backorder, when I made my first call or second calls. If I had known that it was going to take a month and a half, I probably would have just ordered a new charger, since they are not very expensive, and kept the warranty replacement for a spare. I also did not care for the comment that my repeated calls were causing a problem. I was only reacting to (apparently inaccurate) information I was given by the CS rep. Thank youI opened the Revdex.com complaint yesterday afternoon, and the package from Panasonic Parts was delivered to my home, later in the day, which was a month and a half after I started trying to obtain a replacement under warranty. I had just tried to find out status from Customer Support and was told systems were down and they could not grant my request. I received notification from Revdex.com this morning with the company's answer, and since I now had the long awaited replacement part, I closed the complaint. However, I just read their response again, and noticed that their reply says that I received the package on 5/8/15, which was a week ago, and this is not true. I don't know if the public sees their answer, but is there any way that a correction can be added, by you or myself, to state that I received the package on 5/14 and 5/8? I feel like they are deliberately trying to be misleading here, trying to make it look like a little better situation that it was. This has been one of the worst Customer Service experiences that I have ever encountered. thank you,

Review: Complaint is on Panasonic Corporation of North America (Service Center),

4900 George McVay Drive Suite B Door 12,

McAllen, TX 78503

My Panasonic camcorder that I had bought from BHPhotoVideo.com about 1.5 years ago was malfunctioning recently and so I sent it to Panasonic Service Center at 4900 George McVay Drive Suite B Door 12

McAllen, TX 78503 for repair. Along with the camcorder, I had sent a battery charger and the original battery. After repair they sent me back the camera and the charger. However the battery is missing and the service center is not responding despite repeated e-mails and phone calls. They attended one phone call and said they will send it, but I have not received it yet nor have got any written communication about it. I am unable to use the camcorder without its battery.

Also, the quoted and approved cost cost was $314.16 plus tax all inclusive. However, they have actually charged $376.30, which is much more than $314.16 plus tax. Right from the beginning of the service interactions, they have been very poor in responding to e-mails. I had asked for a description of the defect, what is required to be done to fix it, and an explanation for cost. None of them are still answered. Even today, there are at least 10 e-mails unanswered.Desired Settlement: I am claiming:

1. the camcorder battery, and

2. a compensation of at least $100 for the unauthorized excess charge and for being unable to use the camcorder.

Business

Response:

As per our Database, a camcorder battery was shipped to the customer and delivered on Saturday, July 26th 2014.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Dealing with Panasonic Service Center was troublesome. E-mails are not responded to. My camcorder's battery (which I had sent them) was not returned, nor a brand new factory sealed one. I got a compatible battery and hope it is new and good.

Review: I purchased a panasonic lumix camera in 2013. I saw a good deal on this camera from Groupon (a certified seller with warranty support) and figured I couldn't pass up the camera. From the moment I received the camera, it worked sporadically. It would lock up periodically, work, then lock up, then work and so on. I contacted technical support on multiple occasions trying to fix the unit. When it began to work less and lock up more, I proceeded to send the camera in to their repair service before the warranty expired. After waiting 3 months to hear about my camera, I finally called. They apparently contacted me twice (I received no messages on my phone). In fact, the day I called, they apparently recorded that they left a message on my phone. Funny - I saw a # from Texas but no voice mail left on my phone. When I contacted them, my camera was "voided" from warranty for being dropped. My camera was never dropped, damaged or injured in any way. It was barely used because of its inconsistent use. I paid $400 for this camera and am now being required to pay $285 to get it repaired. It is absurd and exploitive to do this to people. Why have a warranty if you will not stand behind your products?Desired Settlement: I would be happy if the camera were.....1) repaired at no cost as outlined by the warranty2) my original cost refunded so that I might by another camera3) replaced with a similar model camera

Business

Response:

The unit arrived at the factory showing signs of it being dropped which is why it requires a replacement lens. This type of physical damage is not covered under warranty as stated in the manual. As such, the customer would be responsible for the repair. The camera was returned and delivered back to the customer unrepaired on 3/21.

Consumer

Response:

I am rejecting this response because:

The camera was never dropped, it was defective from arrival. Someone needs to repair or replace the lens. This is a pattern of complaints agains panasonic.

Business

Response:

The repair could not be considered under warranty due to the condition of the unit. As shown in the attached photos the camera shows signs

of being dropped and therefore the customer would have to pay for any repair.

Review: I bought a sound bar speaker system for my tv the first week of January. All of a sudden there is no sound in the speakers. The cables and courts were switched out and still no sound. The tv was even checked with another pair of speakers from a friend and it works. its no the tv. I then went to the store that it was purchased and and they advised that electornics can not be returned or swapped out after 30 days. I then called customer serivce and was advised that I would have to send the sound bar back and pay for the shipping. It would take up to 14 days for them to decide what to do. When I complained about me sending a deffective product they then told me I would have to send a request to get my shipping back and they would send a check.

I told them that the product is defective. That it has not been mishandled for its a sound bar that sits there and does not move.

PANASONIC 90 WATT MULTIPOSTION SOUND BAR

item cost 179.99

Model number sc-htcb65

SER NO. [redacted]

PART NO. [redacted] FCC NO. ACJ-[redacted]

I also brought up that I would have no sound for with my flat sscreen for I paid for pictures quality and not sound. They then advised me that I would have to buy another one and they would ship it out.

I have been going around and getting no where. Paying for a double product, shipping for an item that has obviously internal wiring issues. I am the one who has to pay and be punished. The item is no more than 2 months old.

I filed a complaint with panasonic and was told someone would call me back but they did not call at all. The case number give by [redacted] was case number [redacted]Desired Settlement: I want a replacement or refund. I am tired of wasting my time on the phone and my money. I do not want to spend anymore money for a defective product or buy another one. Simply a replacment with no hassel

Business

Response:

The warranty for the [redacted] is for 1 year parts and labor as stated on page 26 of the O/I. The customer is still within that warranty period and was advised to bring the unit to [redacted] Electronics for an in-warranty repair.

Thank you

Consumer Affairs Dept.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Again its under warranty however the burden is placed on the consumer not the company who made the product (IE see page 26)

I have spoken to [redacted] Electronics and I have to pay to have the item shipped to them and then shipped back to me. On top of shipping time Its going to take a week to fix. Factor in all this and you are looking two weeks at a faulty product. Per [redacted] electronics the sound bar usually is a stable product.

We tested many methods and its internal problem with the product....I am upset that the product is faulty and then I am

told to spend my money and time to have it fixed. In the mean time I have no sound to my TV. The product is faulty and sold

Business

Response:

As a gesture of consumer goodwill I have attached pre-paid UPS labels to ship the soundbar to and from our Servicer. The unit must be packed carefully and securely to avoid any damage in shipment as any damage to your unit during shipment to our servicer will be your responsibility. Please include a copy of your receipt and the UPS return label in the box.

Thank you.

Consumer Affairs Dept.

Review: Panasonic Plasma TV Purchased 11/2/11 for $2300. Developed vertical 3 inch black stripe on screen about 6 inches from right side in Sept. of 2013. Less than 2 years old. Model#TC-P65ST30. Serial # [redacted]. Estimate to repair $1900? Extremely poor performance for length of ownership. Did not perform up to the standards we expected for a highly rated TV. We have had multiple Panasonic products over the course of time and were always satisfied.....until now. In fact we own a 60 inch Panasonic Plasma purchased at the same time. No problems with that unit yet. We no longer have the confidence level we once had in Panasonic and were extremely disappointed to learn that the repair costs on this unit that was less than 2 years old almost is equal to the initial purchase price. It appears that today's retail price on the same unit is less than the repair costs of the same unit.Desired Settlement: We purchased both Panasonic TV's for installation into a new home that we had built in 2011. Given the age of the TV that was purchased for a new home and installed in that home I would expect Panasonic to repair the unit at their expense or replace the unit.

Business

Response:

If the customer can kindly send to my email address below a copy of the estimate and diagnosis they received from the Servicer for the repair so then we maybe of better assistance.

Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This ISSUE IS NOT RESOLVED and should NOT be closed. We are still waiting for response from Anthony Bucci on the repair estimate we sent to his attention.

This estimate was $1920.91. ($1505.58 for parts and the balance Labor, Fees, and Taxes). This has not been resolved to our satisfaction. We did not respond because we were waiting for a reply from the service supervisor Anthony sent the estimate to.

Regards,

Review: I purchased a Panasonic TCP50GT30 Plasma television on September 5, 2011. This tv has had very little use. On 7/11/2013 the television stopped working. After researching the television on the internet I have found there is a major flaw with this product and there are numerous complaints. After driving one hour each way to have a repairman look at the tv, he determined it was the SC Board. I submitted the estimate to Panasonic and they are only willing to pay $107.00. The replacement part is $170.63 and labor $165.00. The total price of the repair is $355.77. I have called Panasonic on no less than 2 occasions to attempt to resolve the matter before filing a complaint. I am getting no cooperation. If this was not a common problem with this product I would accept the loss and never buy another Panasonic product. However, there are so many complaints about this product, there should be a recall and Panasonic should repair the product at no cost. I am including a link to one website with numerous complaints. Please take a minute to review and you will see there is a problem. http://panasonicplasmafail.blogspot.com/2009/09/follow-up-from-creator-of-panaso...⇄ Also check Amazon at http://www.amazon.com/Panasonic-VIERA-TC-P65GT30-65-Inch-Plasma/product-reviews/...⇄ Settlement: Agree to pay for the $355.77 repair bill.

Business

Response:

Offered to cover labor charge of $165.00 if the customer will pay for the part ($170.63). Need confirmation from customer (either telephone or email) before we can proceed with the accommodation.

Sincerely,

Executive Representative

Consumer

Response:

Please review the following emails.

Dear Mr. [redacted],

We received your complaint filed with

the Revdex.com regarding your Panasonic Plasma TV, model number TC-P50GT30. I

spoke with [redacted] at Quality TV regarding the repair and he said the SC

board shipped yesterday and should arrive at the shop by Thursday. We

would like to offer to split the repair cost since the unit is out of warranty.

I would like to cover the labor charge of $165.00, so you would only

be responsible to pay for the part $170.63. Please advise if you

would like to proceed with this option so we can make the necessary arrangements

and respond to the Revdex.com.

Thank you,

Panasonic Corporation

of North America

Two Riverfront Plaza

Newark, NJ 07102-5490

Claims Specialist

Consumer Claims Department

Dear Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, however it appears I have no other option but to accept the partial payment or receive nothing. However, I am contacting a lawyer to see if this merits a class action suit. This will be my last Panasonic product!

Regards,

Review: On Thursday, July 11th I called Panasonic Technical support as I had one simple question regarding our Blu-ray player. We got a new TV and I wanted to find out if I could hook up the Blu-ray player to the cable box or if it was only compatible to be hooked up to the TV directly. If it was only compatible to hook up with the TV directly I wouldn't be able to do it at that time which is why I was asking her prior to the charge as she would not be able to assist me.The customer support woman named [redacted] said I had to pay $7.95 for technical support. I asked her if I could ask her one simple question before she assisted me and she said "No, because that would be helping you." I agreed to let her charge me the $7.95 as I figured she would be lending me support and as soon as the charge goes through she says in a mocking tone "the answer to your question is NO!" I was in complete shock that she knew before she charged me she could not help me and the blu ray would not work hooked up to the cable box. I spoke to a supervisor named [redacted] who was equally as nasty and basically said that the charge will stand because she assisted me. She did not assist me!! This is the worst customer service experience to date and the most unethical and immoral thing to do to someone. I will never buy a Panasonic product again.Desired Settlement: I would like our $7.95 to be refunded.

Business

Response:

We received your claim from the Revdex.com. As a one time gesture of consumer goodwill, we can refund you the $7.95. We just need some additional information, we need the model number, the Serial number, and date of purchase of the blu ray player so our Accounting Dept. can process the refund. Please send that information at my email address below.

Thank you

Consumer Claims Dept.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 9620003, and find that this resolution is satisfactory to me.

Regards,

Review: I am writing to log a formal complaint against Panasonic and regarding their return policy in general. I purchased a television through the Panasonic website on December 8, 2015 and received the item on December 15, 2015. Immediately I noticed technical malfunctions and initiated a return on the item. I waited for 2 weeks for Customer Service to issue a return label to no avail. I was told that the label was authorized and sent December 23, 2015, but I never received it. On December 28, 2015, I received a call from a local [redacted] driver while I was at work, stating that he was at my building to pick up the television and that he had possession of the shipping label. I was not notified that it would be the driver who would have the shipping label nor was I notified that he would be arriving that day. I went home and packaged the television and left it with the package acceptance service in my building. When the driver came back to pick up the television, the package service was closed and it had to be picked up this afternoon. So it was not until December 29, 2015 that the television was finally put on a truck to be returned back to your facility - over 2 weeks from the initial notification of my desire to return the product.

Panasonic has an inefficient, cumbersome returns process. Specifically, I take issue with the fact that Panasonic is holding onto the money I paid for the television for an unacceptable and inordinate period of time. A credit cannot be issued until the television is returned and received at their facility. Even then I was told it could take 7-10 business days for me to receive the credit following its delivery. I contacted [redacted] today and was informed the estimated delivery of the television will be Tuesday, January 4, 2015 due to the holiday. So if the credit is issued that day, I may not receive the credit until sometime between January 14, 2015 and January 19, 2015. More than an entire month after the return was initiated.Desired Settlement: Seeing as how [redacted] has custody of the television, I want an immediate return of the funds used to purchase the television. I believe Panasonic holding onto a customer's money for more than a month after a return is initiated is fundamentally unfair, and possibly illegal. The amount of time Panasonic holds onto a customer's money amounts to conversion. I believe their return policy should be amended to reflect consumer fairness and comply with the consumer protection laws.

Business

Response:

The customer has been refunded in the amount of $956.24.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My issue with this company and my experience with them is not a result of not receiving the money in general. It is against the cumbersome, inefficient return policy which withholds a customer money he/she is entitled to after returning a product for an inordinate and unreasonable amount of time. I initiated a return on December 16th and did not receive the money back until January 13th. I'm hard pressed to find another company that would wait an entire month before returning a customer's money for a return. I think Panasonic should take a comprehensive look at its return policy and amend it to become more consumer friendly and reflect the realities of modern day consumer transaction. Panasonic products are not cheap, it is difficult for the average consumer to do without $1,000+ for a month while Panasonic quibbles around processing a return. I would welcome a discussion with the company if they seek more input. But as of now, I will never recommend anyone buy Panasonic televisions. I base this on the quality of the product, the deplorable return process, and horrible customer service.

Review: About two months ago I ordered a microwave for our remodel/addition project. Yesterday, the cabinet maker went to build the box for this and found that this was too deep to fit in the cabinet as designed. I wrote Panasonic to request a return of this unopened item and they said they could not accept a return after 30 days and could not make an exception. Horrible customer service and unacceptable outcome.Desired Settlement: A return of the unopened boxes and a full refund.

Business

Response:

The customer received these items on 5/16/15 and did not contact our Sales department to return the unit until July 24th via email which is well outside of our 30 day return policy. Therefore, regretfully we will not be able to accept the items back.

Consumer

Response:

I am rejecting this response because:

There is no rational reason a return cannot be accepted. They are using their policy simply to avoid accepting a return. I ordered directly from Panasonic specifically because I expected excellent customer service. The box is unopened and I contacted Panasonic as soon as I become aware by our installer that it would not fit as a built-in as Panasonic advertised.

Review: Purchased a Panasonic ES-RT51-S razor from [redacted] this year and the battery won't hold a charge for more than a day six months later. I'm now 5 weeks into waiting for Panasonic's warranty department to fix the issue, but I'm not waiting anymore. Shaving is a DAILY need and I've been patient enough. Moreover, by looking online, this issue appears to be somewhat common so for them to keep doubting my claim is extremely aggravating.Desired Settlement: I had wanted the batteries in the unit replaced or a replacement unit. At this stage, I'm ordered a new razor of another brand and simply want my money back.

Business

Response:

The customer called us initially stating that the unit was rusting from the inside out where the charging contacts are located, and not holding a charge. We had the shaver only tested at our headquarters. We used a new charger as the customer did not send the charger with the shaver. The unit charged and held the charge. The "rusting" is soap sm build up from not cleaning the unit. The unit was shipped back to the customer with the new charger. The unit has a 2 year warranty, that if at any time the customer feels the unit is not working as it should they can send it to our exchange center. The customer was advised of this. The charging issue was due to the unit not being properly maintained not from a defect of the unit.

Review: I would like to file a complaint about the customer service I am receiving form Panasonic. My plasma TV that is only 8 months old and still under warranty stop working for reasons unknown and I contacted Panasonic and scheduled an appointment and their service tech never showed up or called. When I called Panasonic back, all I keep being told is that someone will contact me in 48 hours, well it has been over 20 days and over the course of these days I must have called 6 times and each time it's the same speech that someone will call me in 48 hours and they never do, I have to keep calling them. They say that there is only one authorized service/repair vendor in my area and he has not even returned their call. I am being penalized because their vendor refuses to adhere to their agreement with Panasonic. When I asked to speak to someone higher than the customer service supervisor, I was told that the person above the supervisor was confidential info and they could not give me the name or number nor would they give that person a message to call me. I ask what am I suppose to do and they had no. I asked them to schedule me with a different service/repair vendor and I was told that they cannot do that. The tv is too large to take into a service center. I cannot believe the extent of the poor service I am getting from Panasonic. They basically told me that I am stuck with a broken TV that is sill under warranty.Desired Settlement: If they cannot find a repair/service tech to come to my home, then I would like for Panasonic to replace the TV.

Business

Response:

I spoke with the Panasonic authorized service center Tec of NJ and they confirmed they have an appointment with the customer today 9/16 to complete repairs in home. We apologize for all the inconvenience encountered as a result of this process.

Review: Camera failed under warranty. Sent to Panasonic for repair 6 weeks ago. No communication. All phone numbers listed either do not answer

or unresponsive. No email contact listed for service center. After a few hours of going through Panasonic CORPORATE cust svc, I was told that

I would get info in 24-48 hours. That was last week. No info. I wasted more time today and was told again, that I should expect a call in 24-48 hours.

I was told that the service center "probably does not have parts". 6 Weeks is long enough to repair anything. I want the camera replaced now.

The internet has nothing but negative comments on Panasonic service; I see why. I wan the camera replaced. Enough is enough. This is not

acceptable business practice; the bullwark against inquiries is obvious.Desired Settlement: Replacement or refund of purchase price. no more waiting.

Business

Response:

As per our database the unit was repaired at our factory service center and shipped out to the customer on 2/11/14 on Fed Ex on tracking number[redacted].

Review: Purchased a Panasonic vacuum cleaner (MC-UL429) on Jan. 7, 2015, for $142.93 from [redacted]t. After very light use, the vacuum broke down in June, 2015. Per instruction from Panasonic Corp, the non-operational vacuum was sent to its repair center in Nashville, TN at a cost of $33.58 on July 7, 2015. Case # [redacted]. I was told that I should hear back from Panasonic within 5-7 business days. After waiting 3 weeks, I tried telephoning the repair center only to find that the telephone number is no longer in service. I then re-contacted Panasonic and was given a new case number #[redacted]. The customer priority service would get back to me within 24-48 hours. After 3 days with no response, I am now considered to be "escalated priority" but still have not had the vacuum repaired, refunded, or replaced. The vacuum seems to be of poor quality but the warranty is even worth less.Desired Settlement: Request a refund of the purchase price $142.93 +/- shipping cost for non-service $33.58 and a reasonable apology from Panasonic Corporation for the hours spent on the telephone without accomplishing anything.

Business

Response:

Per our National Field Service Office, the customer is being refunded for the vacuum.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased a TC-50PU54 plasma TV from [redacted] 26 months ago. In the last few months the TV display would flicker some lines across it. The TV finally failed. I called [redacted] and they contacted Panasonic Who gave me a the phone number of a Pay for repair center. The TV blinks 8 Times and does not power up. I googled this on the web and found many instances of this problem and many disgruntled purchasers. I found some troubleshooting guides and have Identified the problem as the TNPA5623 SS board as the problem. I tried to locate a new board however all web sites were "SOLD OUT" of this board which further points out that there appears to be a product problem. All of the other boards related to this TV are available. I have had great luck with other Panasonic TV's and this why I purchased another. However it seems that there seems to be an issue with this board. The TV is only 2 years old and parts should be available and the TV should not fail in such a short period of time.Desired Settlement: I would like a replacement TV or Refund Or a new TNPA5623 SS board. I'am an electrical engineer and I'm confident in my diagnosis. I'm also confident that there is a problem with this board since all available spares are sold out while the remaining boards are available.

Business

Response:

Regretfully we cannot sell parts to end users, only authorized Panasonic service centers. Also, we cannot offer a refund or replacement as the warranty on this model is one-year from date of purchase and the customer has not purchased an extended warranty on the product.

However, as a one-time goodwill gesture, we can offer you a refund of 25% off the purchase price (before tax) of 50" LED television model TC-50AS530U. The MSRP on this model is $799.99 so the refund amount to you would be $200.00. The unit would have to be purchased from our website at www.panasonic.com and the invoice emailed to me at [redacted]. We can keep this offer open until October 31, 2014 pending availability.

Thank you for allowing us to respond to your service needs.