Panasonic Corporation of North America

Review: Hi there, I called [redacted] on 6/25 & 7/10/13 about repair cost for DMR-EZ47V. Both times, I was told it would cost me $170 to repair as a flat rate including shipping fee back to me. Throughout the conversation, I specifically asked a few times: “is this an estimate or it is flat rate…”? Both customer service agents confirmed $170 was not an estimate and it would cover the repair cost and shipping back no matter what the problem is, and it would not change. I shipped it to the Exchange Center on 7/12 including a note in the box with this info in the note. On 8/3/13 (Saturday), someone called & told me the repairing cost is $240 & asked me to call back at [redacted]. I have been calling this # a few times a day this entire week, long wait each time without getting through before I had to hang up. I left a message on 8/7/13; no one has called me yet. Meanwhile, I have also been calling the Cust. Svc # to find out why I was misinformed & can $170 be honored under this circumstance—afterall it was oral binding of a contract. I talked to multiple people including some supervisors [redacted] at [redacted] Tech Support and [redacted] at [redacted] Tech Support), they either told me they were not responsible for discussing the repairing cost (even through their team members have misinformed me) or told me I was only given an estimate and nothing can be done. If I was told $170 was an estimate, I would either have called the Exchange Center for further info, or would not even send it to repair. [redacted] was blaming me “You should call the Exchange Center to verify before shipping it out”. BS!! I was told confirmatively about the rate, why would I need to call the Exchange Center????

I got a call on 8/9/13 from 1-502 568-7300 and left a message to me, basically says “$170 was an estimate”, nothing can be done. Did they ever pay attention to the situation I have explained—I WAS TOLD $170 WAS A FLAT RATE, NOT AN ESTIMATE by the customer service agents. It was a binding contact!Desired Settlement: Panasonic either needs to honor $170 or ship it back to me and reimburse me the shipping cost sent to the Exchange Center. This should be arranged internally and please not ask me to call the Exchange Center again—I have called that phone # 20-30 times this week and could not get through!!

Business

Response:

A customer service representative has contacted the customer and confirmed total payment of $182.37.

This includes Labor/parts/ship/tax.

Review: Panasonic's customer support is clueless.

I have had to keep contacting them to get the chair repaired. They ask me to submit this form and that form. When I remind them I already submitted the requested form they click around the computer and find it. They seem to want to handle a case by wearing you down, asking for the same form over and over, failing to respond and keep me updated until I contact them, etc.

After my latest complaint to the folks that are supposedly repairing the chair I did get a response saying that they contacted Mrs [redacted] (Panasonic). They had been told the part was on back-order, but she told them she would expedite the required replacement part. That was about a week ago.

Aside from the fact that a $7K massage chair broke after 3 months of minimal use what I'm really unhappy with their customer support.

This is the last e-mail I sent that got some action, but no chair or update on when it might actually be delivered.

.........( Note that the case number they asked for was the one they cancelled and replaced with [redacted].Also note that the bill of sale they asked for was in their possession and they were able to find it..finally).........

You folks are about the most inept people I have ever dealt with.

Seriously......I'd go into the details of how screwed up you are, but I think it's time to contact the Revdex.com or a similar organization.

Straighten this thing out, fix my chair, or give me my money back.

I am not going to waste anymore of my time dealing directly with you folks. The last "promise" was made on 8 April. That promise was that the issue was being giving "priority" and I would hear from you within the next 24 hours.

I have always tried to buy Panasonic when you made a product I was looking for. That will now change. I have Panasonic TVs (3) Blu-Ray players (3), telephones (1), amplifiers (1), and who knows what else.

BTW you have my chair and have had it for a couple of weeks. Where it is I have no clue, and unfortunately apparently you don't either.

On Sun, Apr 12, 2015 at 5:53 PM, Panasonic Support wrote:

Dear Valued Customer,

Please fax us a copy of the bill of sale for your massage chair so that we can assist in your request for servicing.

The fax number is 1-[redacted], please include case number [redacted] on the cover page of the transmission.

Thank you.

ref:_[redacted]Desired Settlement: Get the repaired chair back to me and tell me why the major component in the chair failed after 3 months of minimal use. The big massage roller assembly broke....and no it wasn't used by an overweight individual.

I really would like my money back so I can get this forget this ongoing saga, but I doubt Panasonic will do that.

Business

Response:

Our field service division spoke with [redacted] Electronics today 4/30/15 and they advised the part has been received and repair is in process. They notified the customer and will deliver the chair back once repair completed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have always liked Panasonic products, but I must say their service is atrocious. This process started a couple of months ago when the major assembly on the 3 month old, barely used, massage chair broke. I have had to prod Panasonic at every point to get them to even promise to do something let alone actually do something. It would take quite a few words to document all of the things that Panasonic has promised, after prodding, but not done until being prodded more. The final insult has been this. The part was back-ordered ( they're still making and selling the chair why couldn't they get the part? ), then expedited upon prodding, then finally given priority upon further prodding, then finally delivered on 4/30/15 with a promise that the part would be installed ,and the chair delivered to me soon. It is now 5/10/15 andI still do not have the chair. I have not been contacted since the 30th explaining why it is taking so long to install a part. Panasonic support really needs to have someone in the service organization review their processes to see how it can be improved. This is not the first time I have experienced the same issues with Panasonic support. Fortunately I have had very few problems with the many Panasonic products I have purchased over the years, but the last 2 major products I have purchased failed while relatively new. The failures, coupled with the atrocious warranty support has made me question whether I will continue that loyalty and trust in Panasonic products.

Regards,

Business

Response:

May 13, 2015The massage chair has been picked up and it is currently at the [redacted] Terminal, waiting to be unloaded. Pilot will contact the customer to schedule the delivery. The return # is [redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I gave my TV TCL42ET5 in the service center for repair on Nov 10. The repair is getting delayed and they could not receive the part from panasonic

On Nov 29, 2012, I bought a Panasonic TCL42ET5 TV with serial [redacted] on amazon.com online store.

Unfortunately, your product has not performed well because the screen got a gray bar when turned on Nov 09, 2013. I am disappointed because the product does not work properly. I gave it to the panasonic authorized service center([redacted] Electronics INC, [redacted], Atlanta, GA 30341) REF Claim No:[redacted] on Nov 10. The service center people said that panasonic does not have the part ready and did backorder(panasonic reference no:[redacted]) the part on Nov21. The service center people asked me to call Panasonic as the delay with the part was with panasonic. I have been contacting panasonic since past couple of weeks (Panasonic service center Case No: [redacted]) and they say that the part will be available on Dec 27. I could not hold to this delay. Because, if the part is available on Dec 27, I would estimate another 10 days for shipping the part and getting it onto the bench by the service center(as per the info I had from service center people). I could not hold to this delay as this is holiday season and I could not stay with out a TV.

To resolve the problem, I would appreciate if you could refund my money or exchange my television. Enclosed are copies of the purchase receipt from Amazon, Claim report from service center.

I look forward to your reply and a resolution to my problem and will wait until 1 business day before seeking help from a consumer protection agency or the Revdex.com. Please contact me at the above address or by phone at [redacted]Desired Settlement: To resolve the problem, I would appreciate if you could refund my money or exchange my television. Enclosed are copies of the purchase receipt from Amazon, Claim report from service center.

Business

Response:

Mr. [redacted] was advised on 12/13 that he will be refunded for his television and should receive a refund check within 3 to 4 weeks.

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.

Regards,

Review: Bought a $2000 3D Plasma Television 18 months ago. Quit working and Panasonic doesn't have the part to fix my TV. They said in is out of stock and cannot give me a replacement. I have been waiting for 2 months already without a TV. I even went to there local distributor to get the part and they cant help me. I dont know what to do from here. I paid a repair man to fix my tv and he cant find the part. I feel they should replace my TV.

Product_Or_Service: Panasonic 3D Plasma TV

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I need the part or a replacement TV

Business

Response:

We spoke to Mr. [redacted] and are going to cover the cost of the part/s and service call as a gesture of consumer goodwill. The customer is responsible for the labor charge.

Business

Response:

The board is being sent to our Authorized Servicer for the customer at no cost to him as a gesture of consumer goodwill due to the back-order. The part is estimated to arrive on March 8th. The customer was advised of this and he said he understood that he would have to pay for the labor expense. Our position remains unchanged.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Same as before I have already paid for the installation of the part. They are trying to make me pay for them to install it.

Regards,

Business

Response:

Our position remains unchanged.

Review: I purchased a Panasonic TC-P55GT30 TV from [redacted] in Appleton, WI on or near 02/11/2012. On 02/15/12 the wireless card stopped working ( I didn't have the item fixed and just hard wired to the internet). On 04/05/13 the tv started to make a buzzing sound on cold start up. On 11/01/13 the buzzing sound turned into flickering of the upper screen on cold start up. On 11/03/13 the tv made a popping sound and turn off on cold start up. I called Panasonic to let them know my $1400 tv is dead after 1 year. They told me they will fix the tv but, I would have to have someone look at the tv. Every place they listed to me that can work on my tv is over 40 miles away and I would be charged $80 to $100 to get the tv repair quote that needed to fix my tv. After doing some research online on Panasonic 55 GT30 tv's I found that this is a common problem with all of Panasonic plasma tv's. This problem goes back to 2007 as you can see in this link (http://panasonicplasmafail.blogspot.com/2009/07/welcome-to-panasonic-plasma-fai...⇄ On this website they talk about the blinking red light of death. This is the common problem that my tv has. The led blinks 7 times and what I found out from panasonic's service manual for the TC-P55GT30 is that my SC, SU, or my SD board is bad. After looking up this problem on youtube I found that 100's of people posted video online because Panasonic refused or made it difficult for them to get the tv fixed. This link is just one video on the common problem with there tv's [redacted]) After all the research it shows that panasonic was knowingly shipping out tv's with out the lock washer needed to ground the SC,SU,SD board to the tv. This lack of ground on the circuit board make a floating voltage that will arc to other boards, parts and even a person if they were touching the tv. This dramatically reduces the life of the tv making it die just out of warranty and also is a safety issue.Desired Settlement: After finding that Panasonic was knowingly selling product for 5 to 6 years that was defective I would like all of my $1400. I am using the Revdex.com website as a means of mediation and will be contacting [redacted] (my lawyer) if a do not get a full refund. Feel free to look [redacted]

Business

Response:

Offered to send the parts at no charge to the service center and the customer would only be responsible for the out of warranty labor charge of $180.00. Need confirmation from the customer before the parts are ordered. Sent an email to the customer and am awaiting reply.

Thank you,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have paid to have a repair man (that you guys referred me to) but today he came back and told me that it now needs a lot more work. Now it needs 3 boards and a new screen. I would have took your offer but now its going to cost me a lot more to fix the tv. Also the guy is going to be out of 2 weeks if not longer so I now i'm stuck without a tv for 2 + weeks ??

Regards,

Business

Response:

We sold Mr. [redacted] a new television at a discounted price which has been ordered and shipped to him. This case is now closed.

Review: I purchased a Panasonic Microwave on April 25 2015 and it stopped working in October 2015. It has no power. I purchase through [redacted] and they referred me to the manufacture Panasonic since it has year warrant. Panasonic will not give me a refund or replace the unit. I am asked to drive it 100 miles to the nearest service center for repair where upon they will determine the problem and decide on further action. This a hardship since I will have to take a day off from work to make the drive at a cost for gas, meals and time. If I ship it UPS it will cost around $75.00 because of the weight. I am require to pay for the shipping out of pocket. The company will not help in any way other than to demand I follow their steps or trash the microwave.Desired Settlement: I would like a refund for this product. I trusted the manufacture and they can not deliver. the microwave is not working and they do not offer a local repair center. [redacted] washes its hand of this product and will not assist in replacement or repair. I would no longer want a product I can not trust from a company that is not trustworthily.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I did not agree with the company repairing my Microwave.

Review: I have owned this TV for a few years. I got my STB upgraded to HDMI models versus the old component model. Surprise! Both HDMI ports are failing. No signal, nothing. tried a soft and hard reset of the TV and still nothing. I swapped known good HDMI cables and still it is getting no signal. This is incredible that these unused ports would never work. I hate to feel entitled but I should not have to pay to have this repaired when very likely it was bad out of the box, but I didn't have HDMI at the time.

I sent the above to Panasonic for review which they asked me to call in. The rep I got was polite, however this product was clearly defective OUT of the box. Blame me for my cable company NOT providing updated STBs? That's not fair. The rep referred me to a local Authorized dealer (passing the buck) to whom I called and would charge for repair of this TV. I REFUSE to pay for this TV to get repaired as IT NEVER, EVER up until last week had anything plugged into it.

I kind of expected this outcome as after a little bit of research Panasonic Plasmas HMDIs are KNOWN to crap out. Sometimes immediately, sometimes later in the life of the TV.Desired Settlement: I don't want my money back, I don't want an exchange, I just want the original equipment to work as needed. Hell I have an old Vizio Plasma still going strong from 8 years ago. This product is garbage if they won't stand behind it. I just want this repair paid for BY Panasonic. Not me pay for it first for them to reimburse. Panasonic needs to pay for this repair, NOT me. Panasonic delivered defective equipment to best buy, who in turn sold it to me.

Business

Response:

Regretfully we cannot comply with Mr. [redacted]r's request to ship the part to him directly as it cannot be sent to the end user as it is dangerous and hazardous for consumers to repair or alter our products. It is stated in the manual on page 4 'To reduce the risk of electric shock, do not remove cover or back.

No user-serviceable parts inside. Refer servicing to qualified service personnel.'

However we can offer to send the part to an authorized Panasonic service center where the customer would only be responsible to pay the labor.

Thank you

Consumer Claims Dept.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I've worked in electronic repair (and still know a few people who could do the work for me) so no, but understand the legality of your response. This is NOT acceptable for me. Again, the cost of labor (inflated) is entirely more than the depreciated cost of this TV. Unfortunately I will not be buying Panasonic products EVER in the future and will refer friends and family to buy otherwise if this COSTLY recommendation is supposed to be a "courtesy" to me. It's a joke and laughable. Thanks.

Regards,

[redacted]r

Review: I have a defective 50" Panasonic plasma television model TC-P50X60. I purchased the television on 3/22/14 at a [redacted] location. This product carries a 1-year manufacturer warranty against craftsmanship defects. I noticed this problem mid-June 2014 and contacted Panasonic Support. They sent out a technician to my home to evaluate the problem. It was determined the set was defective and I was covered. I have been going back and forth with Panasonic via 20+ phone calls, and numerous emails trying to get the issue resolved. The issue took SO long to resolve (and has yet to be resolved) that I was told a product replacement would no longer be available because they have stopped manufacturing this type of television. I asked for a replacement television of the same size and was told that would not be a comparable product. I find this hard to believe considering it's been less than 1-year since purchasing the product brand new and they're still in the TV making business.

I was told multiple times that I should just choose to live with the problem as many others have chosen to do when there isn't a replacement available. I was told that there was nothing at all that could be done other than a refund. This was ultimately how everything was to complete, but again, I am having to do follow-up call after follow-up call to get someone to pickup the television as I was promised would be done. I can not keep investing so much time and effort to get a simple inexpensive item replaced. The time and effort I have put forth at this point FAR outweighs the value of the product but on principle I want this issue resolved. I have been attempting to have this issue resolved for 7 months. 7 months of a 1-year warranty has been eradicated because Panasonic is delaying the process. I am approaching the point where a 1-year warranty will be running out in a month, and I still have no resolution. I feel like they are trying to back out of their end of the deal.Desired Settlement: I would just like a 50" Panasonic replacement television to replaced my defective 50" Panasonic television.

Business

Response:

A pick- up request was sent to [redacted] (the carrier) on 01/29/2015. The local terminal advised that they have been unable to reach the customer at the phone number he provided. The customer was sent an e-mailed on 02/09/2015 and provided the 800 number for [redacted] requesting that he contact them to arrange for pick up. Our service representative also called and left voice mail on the phone number he had provided. The customer was also previously e-mailed on 01/20/2015 with the refund details and requested that he confirm the location of the TV and his contact phone number so the pick-up arrangement could be made for the Plasma in order to process the refund. The customer responded to the service representative’s e-mail confirming the TV location and contact phone number. The service representative responded to the customer’s e-mail on 01/29/2015 about the timeframe for the refund after his TV has been picked up. The customer needs to contact [redacted] as aforementioned before we can proceed with the refund process.

Consumer

Response:

I am rejecting this response because: I have requested multiple times for the correct number to be updated for months now. This is part of the problem. Panasonic continues to contact the "wrong" number over and over when I have explained multiple times that this number is incorrect. I have spoke with customer service representatives and emailed. Panasonic is claiming to have confirmed my number, but the updated email was sent saying a voice mail message was left at the incorrect number. This is not a number I had confirmed, and I do have an email chain to prove this."1-26-15 Panasonic:Mr. [redacted], We regret that we have been unable to reach you by e-mail on January 20th or phone no. [redacted] on January 21st.Panasonic no longer manufacturers plasmas so we are unable to offer an exchange. Please confirm the location of your TV and contact phone no. So we can arrange pick up in order to process your refund. Thanks, [redacted]""1-29-15 My response:Address is correct.Phone number is: [redacted]How long after the TV is received will it take for a check to be issued?""1-29-15 Panasonic:Pick up request has been sent to [redacted]. They or local terminal should contact you within few days. [redacted]""2-7-15 My response:It has been more than a few days and I have not heard from [redacted].Par for the course.Sent from my iPhone""2-9-15 Panasonic:The local terminal has been trying to reach you at [redacted]. Please contact [redacted] at [redacted] and provide your pro no. [redacted] so they can put you in touch with the local terminal to schedule pick up. [redacted]"I am honestly offended that Panasonic would have a response saying I confirmed information without actually fact checking. I do not feel the need to contact [redacted] as I have wasted in incredible amount of time thus far contacting people to have this resolved.I need Panasonic to retrace the email chain, get my number updated correctly (AS I CONFIRMED) and contact me at the correct number.

Business

Response:

Sorry that the wrong contact number was called for the customer, however the e-mail address for the customer is correct. The customer has all the needed information to contact the carrier to get the unit picked up so a refund can be issued. We again today requested that our carrier contact the customer to schedule the pick-up.

Review: Purchased a microwave, no longer works. Contacted company about warranty issue, advised that I had to drive 3 hrs or mail it at own cost

I bought a microwave in 11/2014, and on 6/21/2015 it dies. I looked everywhere on panasonic website about warranty issues. Nothing is published. I contacted customer service, and was told that I either had to drive an hour to the closest service station, or I have to (at my own cost) mail it to the service station. They then told me that the warranty only covers parts and labor, and the rest is customer responsibility. I explained that this was unacceptable and that I should not have any out of pocket expenses for a faulty product, and I expect Panasonic to pay for the shipping, since it was their faulty product to begin with, and it is completely unacceptable to me as a consumer to have any out of pocket expenses for their nonworking equipment. They, at that point reiterated their policy and we ended the conversation.Desired Settlement: I expect Panasonic to stand by their products and to pay for the shipping of my item, as well as the repairs necessary under the purchase agreement I had with the retail store.

Business

Response:

A box and prepaid shipping label are being sent to the customer so the unit can be shipped at no cost to the customer to our Depot for repair. Once the repair is completed the microwave will be shipped back to the customer.

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 have a Panasonic Microwave. Model No. NNSD9625

The magnetron stopped working and is still under warranty.

Panasonic refuses to provide me a service center within a reasonable distance from my home and have the magnetron replaced. I called Panasonic at 800 211 7262. My complaint number is [redacted]

They have given me the run around for 2 monthsDesired Settlement: Please replace the magnetron in a service center within a 100 mles of my home or pay for back and forth shipping.

Business

Response:

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.

Consumer

Response:

I am rejecting this response because:1) After 2 months, I am appalled at the customer service provided by Panasonic. 2) They want me to drive 80 miles and drop off this microwave wait a month or so then drive another 80 miles to go and pick it up.3) Even then they cover only the cost of the part; they will charge me for the labor of putting it in; they will not sell the part to me; even thoghI am a qualified engineer with more experience than the service personnel.4) The unit costs about 180$ ; the cost of shipping it one way is about $35... Even if they sell a new unit at a discounted price, at 50% discountnet cost to me is 0.5*180+ 2*35 = 160 dollars.. 6) After my experience nobody in their right mind will buy this direct from Panasonic. I would rather buy from [redacted] with a no questions asked 4 year warranty. I just want Panaaonic to provide a $150 coupon towards this purchase at [redacted].7) Absent a speedy resolution, I am forwarding the entire message thread to the Texas Atorney Genral office.

Review: My vacuum I purchase in Jan., 2013, does not work. I would like it repaired or replaced. The company wants me to drive it 50 miles or pay to ship it.Desired Settlement: or replacement or fixed without me paying.

Business

Response:

Please send me a copy of your bill of sale to my email or fax number below so we can better assist you.

Thank you.

Business

Response:

Please send me a copy of your bill of sale to my email or fax number below so we can better assist you.

Thank you.

Review: I purchased a Panasonic TC-P60GT50 Plasma TV(Serial Number [redacted]) on 2/25/2013 from Panasonic. Today, 4/23/2013 I contacted Panasonic Customer Support to initiate a service request as my TV has stopped functioning.

After 1 hr on the phone with Panasonic Customer Support; they refused to send a Repair Technician; even though I am fully covered under the 1 year "Panasonic Plasma Television Limited Warranty" which expires 2/25/2014.

Panasonic's refusal to service my "In Warranty" TV is a violation of their own stated Warranty disclosed on Page 21 of the TV owners manual.

I have not violated the terms of the Panasonic Warranty and, as the TV is not operational, I respectfully request that Panasonic replace my TV as they refuse to repair it.Desired Settlement: Panasonic refuses to service my 2 month old, under warranty TV, therefore I am requesting a replacement TV([redacted]).

Business

Response:

We will have our Authorized Servicer contact the customer today to schedule to evaluate the unit to determine the cause of his issue.

Review: Purchased a TC-50PU54, S/N MG21290318, on 8/16/12. It just failed. 8 blinking lights. I would like to copy and paste a recent complaint you received from a different consumer: "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." Sounds familair. Mine failed after 26 months. I can go through all your Revdex.com complaints and find several of these.

This might not be so bad except this is the second Panasonic Plasma I have had to fail. Unfortunately, I purchased this one just before the first one failed. The TV rapairman said the new one would fail also. He was right. This is clearly a defective product and should never have been continually sold, particularly since the issues were never addressed.Desired Settlement: Either of two things work for me. Replacement, not plasma. Or just an acknowledgement that maybe Panasonic was a top shelf company once but now it is just mediocre. I won't be getting this one repaired. It goes out on the curb.

Business

Response:

The warranty on the Panasonic Plasma, is 1-year parts and labor from date of purchase. 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.

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.

Consumer

Response:

I am rejecting this response because: Regardless of contractual terms of the warrantee, the manufacturer knowingly continued to produce and sell a defective product. If there were class action suit, they would probably lose. Nevertheless, they have no legal obligation to refund or exchange and I will have to accept that. I do not have to accept their response or purchase any of their products in the future.

Review: On Sunday, June 8, 2014 at 3:38 AM I purchased 2 packs of Panasonic PAKJ17KHCA4A (Eneloop Pro Rechargeable AA Ni-MH Batteries with Charger (2550mAh, Pack of Four)) at $34.99 per pack. I then purchased another 4 packs on Wednesday, June 11, 2014 at 34.99. I've noticed that some of the batteries are developing, around the positive terminal, some enlarged holes. Is this normal? Does this negatively impact performance? Does this pose a fire hazard? They originally came with holes around the positive terminal, four holes to be precise. But these holes seem to be getting somewhat bigger. Can these batteries still be used?Desired Settlement: Please answer my question. I purchased $209.94 worth of batteries. I'd like to know whether this is normal.

Business

Response:

We have forwarded [redacted]' claim to our Battery division for handling. [redacted] should be contacted within 3 to 5 business days.

Consumer

Response:

Review: [redacted]

I am rejecting this response because I have still not received any response from the battery division department.

Regards,

Review: I have a Panasonic Blue Ray surround sound system I purchased 5 years ago from Best Buy. The display stopped working so I called Panasonic. First the outsourcing of customer service reps are not trained in handling customer concerns very well at all. After trouble shooting for 2 hours, it was determined I needed to send my unit to McAllen TX for repair. This was 2 months ago. I paid 42.85 to ship it. It had been a month and I never heard anything so once again called and it took another hour just to find out I needed to give permission to repair the unit at 163.00. I said no problem as I paid $1000.00 for this unit 5 years ago. Again another 2 weeks went by and heard nothing, so I called again only to be told it was not repairable and they were charging me to send the unit back. I can't believe a 1000.00 unit 5 years old is not repairable. How ridiculous. It's just a LED display? Also why was I told that it could be fixed, even to the point of sending me the bill to pre pay it? I was very dissatisfied so I asked to speak to a Supervisor, after 45 min on hold, [redacted] came on and was RUDE and said there was nothing she could do. I then asked for her supervisor, waited another 30 min and this Supervisor was very nice and sounded like she was from the US. She apologized and said she would sell me a newer refurbished model for the price that I was going to have to pay to get my other one repaired. I said GREAT. She then said she would contact me within 24-48 hours. Now it has been 5 days and nothing??? Half of my electronics in my house are Panasonic and after this experience I will NEVER buy another. Now I am so disgusted and MAD. Panasonic had a life customer but now I can't believe the way I was treated. My Case # is [redacted]Desired Settlement: I would like to still be offered a refurbished unit to replace mine at the discounted rate and my shipping refunded.

Business

Response:

Mr. [redacted] spoke to our customer service representative at McAllen center. He was offered a new SC-BTT465, which he accepted. SCR case closed

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 have a pending tech support/accommodation case (case#[redacted]) that has been pending since April 23rd due to the negligence of Panasonic employees. I have been waiting for an accommodation check from them for months and I keep getting the run around and having to deal with very rude employees on their tech support side. I contacted Panasonic in regards to my Plasma TV that broke and was seeking assistance to have this repaired and was told that they may be able to assist me with this but I would need to get it diagnosed first. They directed me to a local TV repair service company who charged me $155 just to come look at and diagnose the TV. I then made a follow-up call to Panasonic seeking help again and was told to send in the diagnostic report to them via email. I did this and they emailed me back asking me to call them for a follow-up on my case (case#[redacted]). I called them and was told that they would send me a check in the amount of $290. I accepted this accommodation and was told it would take 10-12 days for the check to be sent to me. Weeks went by and I never received a check so I called back and spoke to a woman who told me that she was sorry and would put the check request in again. Again weeks went by and I called to follow-up to see where my check was. On this third call I was told (for the first time) that I would need to send in a paid in full receipt. I explained that I had the TV repaired by a local TV repairman to save money as the repair company who diagnosed the TV was way too much and that I didn't have that. I was transferred to a manager who I refused to deal with as he was beyond rude to me.

Just this week on June 30th I was told that a check was being sent to me (spoke with a [redacted] who got this approved by his manager). I then get an email on July 1st asking me to call to follow-up on my case to find out that they need the receipt which I verified with [redacted] was not needed as they made an exception.I'm getting nowhere and need help.Desired Settlement: I would like to have my promised refund check in the amount of $290 finally be sent to me and it would be nice if they sent a gift card in addition to that to be used on their website due to all of the time I had to waste on this matter (over 10+ hours). I would also like for them to speak to and coach everyone who handled my case to make sure that this doesn't happen to anyone else. Especially the manager who were all very rude to me, the most recent one I spoke to was [redacted]). I have his name because I started taking names so that I knew who I talked to so if asked I would have that information.

Business

Response:

Regretfully we cannot issue any compensation until the customer sends us the paid bill for the repair of the Panasonic Plasma. We determined the amount of compensation based on the our Authorized Servicers evaluation of the unit, that would go towards the total of the paid bill for repair of the unit. We requested the paid bill from the customer. The customer stated that they did not have a bill and paid cash. We then requested the servciers information that repaired his unit and he has not provided the information . Again without the paid bill we cannot send compensation. If the customer sends the requested paid bill we will gladly assist.

Consumer

Response:

I am rejecting this response because: Per my original complaint to Revdex.com whenever I called in to Panasonic for an update to my case (per their email request which I attached as they for some reason refuse to communicate via email which would have eliminated this whole issue but they make you call) I was simply told that I would be sent a check in the amount of $290 as an accommodation from them. I found someone to fix the tv and paid cash to get the best bang for my buck. If I was told at that point that I needed to have the information they are requesting I would have gotten it and taken different measures but now I am unable to get them what they need. Panasonic was negligent by not informing me on the first call, nor on the second when I called to follow up on my check. I didn't find out that I was expected to send in this information until I called the 3rd time to see where my check was. I even talked to [redacted] last week on June 30th who informed me that they would make an exception and send the check but the next day I was sent another email to call them and on that call they reneged on their promise again. Panasonic has refused to research this conversation I had with [redacted] or talk to him to follow up on his/their promise to send the check. They have handled this and continue to handle this the wrong way and are trying to make this my fault when they were the ones who didn't do their job in communicating with me. I have had issues with companies in the past and they took care of it but Panasonic is refusing to accept responsibility for their mistakes. They have lost a once loyal customer but that aside I want what was promised to me.

If you need any further information please let me know and I will gladly furnish what I can.

Review: On Oct 8th, 2013, I called in to troubleshoot an issue with a sub woofer (part of a sound bar system) which was simply not working. I was charged $7.95 over the phone for their employee to tell me that the issue was not able to be repaired over the phone and that I would need to mail the item, at my own expense, to their McAllen, TX repair center. I paid the $30+ in shipping with UPS and sent the item, which was delivered on 10/21/2013 at 10:16 AM. I have called in 6-7 times trying to find out information as to an ETA, ect. Some occasions I have been on hold for 40+ minutes waiting for someone to answer. Each time I get the same run around...placed on hold while they research my account and then am told that there is no additional information in their system. Today, my case number was escalated again... I have spent hours of my time and my money trying to get this figured out and have hit the breaking point. I just want my sub woofer back. It's now been 4 months since I shipped it.

Case# [redacted]

UPS tracking [redacted]Desired Settlement: At this point, I would like my broken sub woofer back and Panasonic to refund the $7.95 charge for my phone call in for help and for the $35 shipping. However, i'd be shocked if my sub woofer is sitting around the repair center somewhere since it's been 4 months and they have no record of receiving the item even though I have provided them with the UPS tracking number. I guess I want a refund of what I paid for the system or a new sub woofer to replace the old.

Business

Response:

As a gesture of consumer goodwill we will replace the unit with model number [redacted]. Fedex tracking number [redacted]. Regretfully we cannot refund the customer for shipping or for tech support.

Business

Response:

As a gesture of consumer goodwill we will replace the unit with model number [redacted]. Fedex tracking number [redacted]. Regretfully we cannot refund the customer for shipping or for tech support.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

While I appreciate the gesture of replacing my unit with a different model, they sent me the wrong color. I receive the new unit today. I was sent a silver unit instead of black. This doesn't seem like a major deal, however, my whole entertainment center is black and this silver unit will stick out. Will Panasonic swap out this silver unit for their black unit (like my previous sound bar)? The model numbers appear to be the same.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

While I appreciate the gesture of replacing my unit with a different model, they sent me the wrong color. I receive the new unit today. I was sent a silver unit instead of black. This doesn't seem like a major deal, however, my whole entertainment center is black and this silver unit will stick out. Will Panasonic swap out this silver unit for their black unit (like my previous sound bar)? The model numbers appear to be the same.

Regards,

Business

Response:

We have left a message for the customer and also sent him the e-mail below so we can send him the unit in black.

First of all, I would like to thank you for taking the time to address your concerns and feedback is very important to us.

In reviewing your Revdex.com response feedback, its to our understanding that you are not satisfied with the exchange unit that you received since due to a color preference Panasonic is willing to send out a replacement unit model SC-HTB520 color black as a replacement offer. If you are not satisfied with the offer we are able to provide you with a full refund in reference to your Panasonic product only. All you will need to do is send back the replacement unit along with your proof of purchase and we will be able refund you the purchase price for the unit.

I have enclosed a Fedex Express prepaid shipping label.

Label attachment tracking number [redacted]

Please advise and I will wait for your reply,

Business

Response:

We have left a message for the customer and also sent him the e-mail below so we can send him the unit in black.

First of all, I would like to thank you for taking the time to address your concerns and feedback is very important to us.

In reviewing your Revdex.com response feedback, its to our understanding that you are not satisfied with the exchange unit that you received since due to a color preference Panasonic is willing to send out a replacement unit model SC-HTB520 color black as a replacement offer. If you are not satisfied with the offer we are able to provide you with a full refund in reference to your Panasonic product only. All you will need to do is send back the replacement unit along with your proof of purchase and we will be able refund you the purchase price for the unit.

I have enclosed a Fedex Express prepaid shipping label.

Label attachment tracking number [redacted]

Please advise and I will wait for your reply,

Business

Response:

We have left a message for the customer and also sent him the e-mail below so we can send him the unit in black.

First of all, I would like to thank you for taking the time to address your concerns and feedback is very important to us.

In reviewing your Revdex.com response feedback, its to our understanding that you are not satisfied with the exchange unit that you received since due to a color preference Panasonic is willing to send out a replacement unit model SC-HTB520 color black as a replacement offer. If you are not satisfied with the offer we are able to provide you with a full refund in reference to your Panasonic product only. All you will need to do is send back the replacement unit along with your proof of purchase and we will be able refund you the purchase price for the unit.

I have enclosed a Fedex Express prepaid shipping label.

Label attachment tracking number [redacted]

Please advise and I will wait for your reply,

Review: Phone handset defective, merchandise return policy burdensome, overall return policy for customers who are unsatisfied with product is unfair.

Here's the short of it:

1. Bought phone system from Panasonic website

2. Handset went defective

3. I asked them to send me replacement handset and I would send them defective one back

4. They said they would only do that if I gave them a credit card #

5. I told them that was excessive, and asked them to waive that requirement, and they would not

6. I then considered caving in to the stupid CC requirement, then they said the temp charge would be $109

7. THE HANDSET IS ONLY WORTH PERHAPS $5 TO PANASONIC!!!!

8. They would not budge

9. I then asked them to give me refund for entire purchase

10. They said I was about 2 weeks past the 30 day return window, and they would not budge on that either

So there you go! Panasonic is perhaps the worst company I have dealt with in my lifetime.Desired Settlement: 1. Complete refund to include shipping costs, or

2. Ship me three additional handsets (one for replacement and two for my trouble) and I will return defective handset at my cost!

Business

Response:

Spoke to customer and offered to provide him with a pre paid UPS label to be used to ship the handset to McAllen for in-warranty exchange. Customer agreed. Label was emailed.

Review: I had bought a digital camera from Panasonic via B and H Photos online. And recently I sent it to the Panasonic Customer Service Center either for repair or exchange due to a default. My camera stopped turning on anymore. The camera is still in warranty as Panasonic has also confirmed. Normally what is posted on their website as the turn around time is 7-10 business days. But, they now tell me that time is 4-6 weeks. One representative tells me that it is because they no longer have the same model in their inventory so they are unable to send me a reconditioned one immediately, and the other is telling me that is because they have a problem in their computer system. Regardless of these inconsistent statements, I may understand an exquese, however they should bounded by their terms and compensate my loss due to the defect in the camera which is covered by the warranty. I have couple of jobs to be completed which involves the use of this camera.Desired Settlement: This is a time sensitive issue. I except any of these solutions as long as they do it within the time frame.Either send me a reconditioned one, or repair and send my original cameraif none of these works, they can either compensate the rental cost of my camera for the time period that they haven't resolved the issue, or send me another comparable Panasonic camera like the Panasonic GH3. My camera is the previous version, called GH2my repair reference code is: [redacted]

Business

Response:

The repair was completed and the unit was shipped back to the customer via Fedex: [redacted]. The Fed Ex web site shows delivery is scheduled for today 10/1.

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.

Regards,

Review: 50 inch Panasonic plasma tv failed while under warranty and Panasonic is only offering to cover half the repair cost.

Purchased a Panasonic TTC-P50X5 50inch Plasma TV from KMart in West Columbia SC on 12 October 2012.

It quit working on 5 October 2013 which was within the warranty period. Because the problem was intermittent and due to the operational tempo of my unit, I was not able to report the issue to Panasonic until 2 December. Per their instructions I dropped the TV off at Palmetto Electronics in Columbia SC in late December. The repair estimate is $509.00. Panasonic offered to cover approximately half of the repair cost for a TV that failed while under warranty.Desired Settlement: Its only fair that Panasonic either cover the entire repair cost or replace the TV. It was under warranty when it failed.

Business

Response:

As per our Database, the customer accepted our offer of $292.00 towards repair expenses because K-mart agreed to contribute $200.00 toward the repair as well. Service accommodation letter was faxed to our AIS.