All-Star Home Inspection Services, LLC

The warranty is for service for 1 year parts and labor. As a 1-time gesture of consumer goodwill, we have emailed the customer a pre-paid [redacted] label to send the unit, along with a copy of their receipt, to our factory service center in McAllen, TX for in-warranty service. Thank you,Anthony...

B[redacted]Consumer Claims Dept.

Complaint: [redacted]
I am rejecting this response because:
Hello, I recently filed the complaint ID listed above on 4/28/15.  The response from the company was they would call and schedule a pick up and refund of the unit.  It is not 6/1/15 and I have yet to receive contact from the organization.  I accepted the companies response with the assumption that they would follow through with what they had responded which is not the case.  Should the same complaint ID be reopened or do I need to begin the process again with filing an additional complaint?  If you could please advise that would be greatly appreciated.Thank you in advance - Kindest Regards, [redacted]

A repair authorization was e-mailed to the servicer.  The repair will be covered by Panasonic.

Panasonic is always striving to keep up with new technologies. We are aware of the new HDR enhancement technology currently being offered in today's marketplace. We have reached out to our software personnel to see if they can create an update to accommodate this new technology. We are hopeful this...

can be done in the near future. Please note the current TV now works 100% up to its factory specifications without such an upgrade.Thank you,[redacted]Consumer Affairs Dept.

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

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

Regretfully, we cannot refund
the customer the $100.00 difference once the product went on sale after
the customer purchased it.  Panasonic.com return policy clearly states “Special
offers or promotions are valid only for the dates indicated.”  We regret
any inconvenience this may...

cause you.

We must, however, respectfully decline the customer’s repair for repair at our expense.  Please let me briefly comment on your 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.   The warranty for the Panasonic Microwave 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. The limited warranty is a bi-lateral agreement.  Under its terms, Panasonic, as the manufacturer, has the responsibility of repairing any manufacturing defects, which may occur during that specified period.  The consumer, on the other hand, has the responsibility of presenting the unit to us during that same time period, at the time that the malfunctions occur.  We have no record of the customer contacting us again, until receiving this complaint.  Also, note H97 is a service code, it does not indicate what needs to be repaired as the customer stated.  We realize this does not satisfy the customer’s complaint, however, this warranty represents a contract between our sales companies and our customers.  As such, we cannot alter the terms and/or conditions for any one customer without doing so for all of our customers, which we are obviously not in a position to do.   At this time we must enforce the terms of the warranty.  Thank you for allowing us to comment regarding this matter.

I have emailed the customer a pre-paid UPS shipping label along with an Authorization for Replacement form to include in the packaging. The customer can send the unit with the Authorization form to our factory service center and once it arrives there, they will send back to the customer an upgraded replacement model.

I called and spoke to the customer and advised we can arrange for a shipping carton with a pre-paid [redacted] label to be send to him so he can ship the unit, along with a copy of his receipt, to our depot center for a repair at no cost. The unit will be repaired and then shipped back to the customer...

all at no cost. The customer was satisfied with this resolution.

The warranty is for service for 1 year parts and labor with a copy of the customer receipt. The unit would have to be sent to our Servicer for in-warranty repair. However, our Service Center has advised that the customer has advised them that he does not have the unit anymore. Thank you,Anthony...

B[redacted]Consumer Affairs Dept.

The customers lost shipment claim was completed yesterday 2/22/16. The customer has been refunded in the amount of $64.17.

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

[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.]
Revdex.com:
I have reviewed the response...

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

[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.]
Revdex.com:
I have reviewed...

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

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

Our Factory Service Center has contacted the customer to set up an Advanced Replacement for his telephone system. Thank you,Anthony [redacted]Consumer Claims Dept.

Complaint[redacted]
I am...

rejecting this response because: I have not heard anything yet on what the status is. I sent the unit in on Saturday November 14th and I sent an email today asking the status but haven't heard anything and don't expect to until Monday at this point so I am rejecting because I don't want the case closed until I know what the solution is.

Complaint: [redacted]
I appreciate the quick response from Panasonic.  However, I disagree with their statement that TV already meets its specifications anyway and the implication that the software update is optional at this stage.  This web page provides the specifications for the model [redacted] and clearly indicates "Y" (Firmware update is needed) for HDR functionality:[redacted]
It is therefore my opinion that the TV will meet its "Yes for HDR" specification only when the needed update is delivered.Furthermore, regardless of HDR, Panasonic should continue to provide updates that "improve system stability" and "improve network functions" for the TVs it sold on the U.S. market as recently as a few months ago.  The company has been delivering regular updates to the equivalent models sold in other markets, such as Europe and Asia, but not in the U.S.  All they have to do is provide the same updates to the American variants.Thank you again.
Regards,
[redacted]

I spoke with Mr. [redacted].  His closest authorized Panasonic service center is 40 miles away from him.  I also offered to provide him with a prepaid UPS shipping label for shipping which he declined.  Mr. [redacted] asked us to send him the magnetron.  We do not sell parts to end...

users.  The unit can only be repaired by an authorized service center.  Advised him the unit needs to be diagnosed by a service center before it can be determined what parts are needed for repair.  Reminded him as stated in the manual that only the magnetron tube itself is covered for 5 years.  The labor is one year.  His unit was purchased in 2012.  If he did not want to have the unit repaired, I offered to sell him a new microwave at a discounted price.  Mr. [redacted] declined this offer as well and said he only wants to buy it from [redacted] since they have extended warranty contracts.  I advised him that Panasonic has its own extended warranty contracts as well as free shipping.