Panasonic Corporation of North America

Review: I purchased a 65" P65VT60 Panasonic Viera Plasma 3D HDTV At the End of November 2013 after several delivery delays my TV was delivered several weeks later, When the delivery people arrived the TV put on my entertainment center and was checked for cracks or other delivery damage. The delivery company then left and I proceeded to setup all the different features of the television when I finished and got to the home screen of the television the picture started shifting violently and white lines were flashing across screen rapidly. I tried to go into the application section of TV since it is a Smart TV and the problem still persisted. I then tried to watch regular TV and the lines went away. I decided to wait a few days to call panasonic support and see if the TV would fix itself. The problem only got worse so I called panasonic support and was told that there was a software update being released to my television and that it should fix the problem and that the software update would be coming out in several weeks, When the update came out it did nothing to fix my problem so I contacted Panasonic Repair again. When I spoke with them I was told that since the issue occurred since the time the tv was delivered if what we did didn't fix the issue I would get a replacement TV or TV of equal Value. We did a hard reset on the Television and the lines went away while on the telephone with support. A couple days later however the lines reappeared and the tv was blinking again as well as at one point the TV would not turn on and the power light just flashed. I called back technical support and was told to complete a few more troubleshooting items and it again temporarily fixed the issue and was told I would get replacement if occurred again. After TV started to mess up again I contacted supervisor for replacement and was denied replacement of TV after being promised several Times for replacement and still having a faulty TV that is doing the same issues since day 1Desired Settlement: Since I have been promised in the beginning of a Replacement TV and the TV still exhibits issues I would like the Same TV brand new as a replacement or since the TV in question has been discontinued a Replacement TV of Similar Value and Quality (Paid about 3000 Dollars for TV)

Business

Response:

We must, however, respectfully decline the customer’s request for replacement unit. Through an extensive quality control program Panasonic has built a reputation for integrity in manufacturing and marketing products which excel in performance, durability and reliability. Although every precaution is taken, occasionally, a problem does occur. For this reason, we support our products with a limited warranty.

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. In-warranty service requires that a bill of sale be presented when requesting assistance.

At this time, we recommend the customer contact our authorized Panasonic servicenter listed below for evaluation and repair according to the terms of the manufacturer’s warranty.

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:I was again sent a defective tv out of the box with a promise of return and the copy of the warranty I have states that a replacement can be provided as well and I can send the copy of said warranty into the Revdex.com that states this so the representative that is handling this matter doesn't know what is the truth it shocks me that when you pay thousands of dollars for a tv to buy their top of the line model you get this amount of push back from the company with absolutely zero customer service. I want and deserve the replacement promised in the beginning

Business

Response:

Our position remains unchanged. Again we recommend the customer our authorized Panasonic servicenter listed below for evaluation and repair according to the terms of the manufacturers warranty. The first record of contact to us by the customer was on July 6th, 2014 for technical support.

Review: I Purchased a Panasonic HTB770 3.1 Channel soundbar from [redacted].com on December 2, 2013. the product was found to be defective and would not Turn On

Panasonic was called with the above complaint and I was told to take it to my local service Center ([redacted] electronics) with the item receipt. Case [redacted] was created. After 6 weeks the item was returned in nonworking order. It continued to not turn on. Panasonic was again called and I was again told to take it back to [redacted] electronics. After another several weeks the item was returned again in nonworking order. Panasonic was called again and notified of the issue. They scheduled an in-home service call to be done by [redacted] electronics. The technician arrived and was unable to fix the unit. He was unable to get the unit turned on. He said that was unrepairable and Panasonic would have to be contacted again. Panasonic was again called and they requested the original receipt for the item. This receipt was already provided to [redacted] electronics at the beginning of the repair. The receipt was faxed to Panasonic. They said the item would not be able to be repaired or returned for exchange because it was refurbished at time of purchase. 5 months had passed since case [redacted] was opened. I was now unable to return the item to [redacted].com. I was never told this product was not covered under warrenty until recently. I would have returned it to the retailer immediately after purchase had I known. I am now in possession of a nonworking soundbar that I am unable to return or get repaired. After calling Panasonic today, I was told I would be given a $37 discount on the future purchase of a soundbar. This is not an adequate resolution to the problem. I desire to have my product either repaired or replaced.Desired Settlement: As it currently stands, neither myself or my family will continue to purchase Panasonic products.I desire to have my product either repaired or replaced.

Business

Response:

Unfortunately the customer purchased this product “used”. The terms of the warranty are for “new” only. Please see attached terms of warranty and the Bill of Sale that was provided by the customer showing the item was “used”. Once the customer sent us the Bill of Sale he was advised the terms of the warranty. As a gesture of consumer goodwill a new unit was offered to the customer for a discounted price. Regretfully we cannot be of further assistance.

Consumer

Response:

I am rejecting this response because:

This warrenty information was not provided to me at the time of initial repair. The unit was taken to a Panasonic repair shop ([redacted] electronic) 3 different times and the original receipt was provided prior to any work being done. The unit could have been returned to the retailer after it was initially purchased but after speaking to Panasonic customer service, I was told to take it to one of their approved repair facilities instead. I was then given the name of [redacted] electronics, who began work on the unit. If either Panasonic or [redacted] electronics had informed me that my unit was not covered under warranty, I would have returned it to [redacted].com.

Business

Response:

Our position remains unchanged. It's not the responsibility of the servicer to advise the customer about any warranty terms. As previously stated, once the customer sent us the Bill of Sale he was advised the terms of the warranty. The terms of the warranty are also available on line.

Review: We bought a Panasonic TV January 14, 2013.

It is in need of a part that was ordered on July 9, 2013. The service group that was going to install the part has not tracking information as of yet as to when this part will be received. I have made numerous calls to Panasonics part center with no success in getting any answer as to when we can expect the part for our $3300 TV which we've been unable to use for 2 weeks.Desired Settlement: either a repair of the tv or a replacement for the tv. This is under warranty so now the manufacturer is out of stock.

Business

Response:

We have sent the customer an E-mail requesting more information as we have no prior records under the information that was provided so we can assist with resolving the issue.

Business

Response:

Greenville TV part order [redacted] shipped today - 8/6/2013 Fed Ex Tracking [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.

I won't say satisfactory because it took about 2 months for us to get the part for our less than 6 month old TV. Panasonic should keep this part in stock as obviously there is a large demand for it.

Regards,

Review: Panasonic does not respond to requests for updates regarding the repair of my camera and will not provide new product or refund.

I purchased a Panasonic Lumix camera in late March/Early April of 2012. The cost of the camera was $399.99. In late October, the camera completely stopped working. I contacted Panasonic and was told that if I mailed the camera to their service center in Texas, they would repair the camera within 7-10 business days. The service center received my camera on October 31. I tried to reach the service center during that time frame to get an update. I was given different numbers to call and each time, I left a message as I was not given an option to speak to a human. I never received any calls from the company. On November 18, I called Panasonic and asked them to connect me to a human in the service department since they had already exceeded the amount of time they originally promised me. The lady on the phone told me that my camera had been assigned to a tech but had not been looked at and that if I wanted updates, I should email. I have emailed every day this week and received no response. I called Panasonic again today and they transferred me to the service center. The person I spoke to [redacted]) told me that the camera had just been looked at on the 25th of November and a part had been ordered. According to the service department, they have 30 days to return my camera to me and they have acknowledged that it is extremely unlikely that I will have my camera in that time frame. I asked for a supervisor but [redacted] informed me that supervisors do not take phone calls. She said they can process my refund claim on Monday December 2nd but it will take another 3-4 weeks to get a refund. I called Panasonic Customer Service and spoke to [redacted]. She told me that they only person who could help me would be a supervisor in the repair center. I informed her that [redacted] had just told me that I could not speak to a supervisor. She said she would send an email and I would likely hear from someone in 24-48 hours.

They have had my camera 27 days. I have a 2 year old and a 4 year old and I have missed taking pictures of them on Halloween, when they were in my brother's wedding, during a family vacation, at their preschool Thanksgiving program. I would like my money refunded immediately so I can purchase a new camera. I do not wish to do business with Panasonic.Desired Settlement: I would like a refund of the full purchase price of my camera immediately. I do not have time to wait 3-4 weeks. I need a camera before Christmas activities begin. It took them 10 seconds to take my money. It should not take them this much time to return my money for a defective product.

Business

Response:

The camera required parts for repair that were on back order. Customer contacted our factory service center in McAllen, TX on 12/2/2013 and requested a refund. The refund was processed successfully on 12/3/2013.

Review: Panasonic Corporation One Panasonic Way Seacaucus, NJ 07094Customer Service Case #: [redacted]Parts case @: 528 85 85Wire for AC Adaptor for this phone system was frayed. Parts department said they would replace this part number PNLV226 which was $10.95 plus I requested overnight that brought the total to $43.77. This was Friday, October 4, 2013. Was told that part every effort would made to get it out that day so I would have delivery the next day, no later than Monday the 9th.I called Wednesday AM 10/9/13 to inquire why I had not received shipmentI was then told they would not have that adaptor in until October 28th or 29th. Total incompetence. No one contacted me about this exorbitant delay so I could be prepared. I have a small business and this phone system is crucial.Desired Settlement: Due to the complete lack of service, false information and lack of follow up I am the one totally inconvenienced. They need, therefore, to send me a new phone system to replace this one in that if they don't have that one part, a new phone does come with an AC power cord adaptor.

Business

Response:

Our records of the customer's call indicate he was advised of the backorder and once the part arrived it was shipped overnight at his request. The tracking number shows it was shipped on 10/09 and received on 10/10 via next day air.

Review: I was having trouble with my $500 panasonic camera Lumix f2.8 [redacted]. #[redacted]. On line says call a number for problems. See below. The lady was nice and said my camera was made in 2013. I am pretty sure I bought it last year in 2014. If you push the button it does not take a picture, even after resetting, etc...The lady on the phone line was nice, but did a lot of stuff I already tried with no avail. Still the camera does not take a picture. After talking to her she was like you owe us something like $40. I had no clue I was going to be charged any amount. No one said this before I talked to the lady or on line. I wouldn't have even called if I knew that was going to happen, a charge. This does not seem like legal practice.

Welcome to Panasonic, the online store of Panasonic Corporation of North America ("Panasonic USA").

Contacting Panasonic USA

If you have any questions at any time about Panasonic, or about your order, call us toll free at (800) 405-0652, Monday – Friday, 8:00 am to 9:00 pm, Saturday – Sunday, 12:00 pm to 5:00 pm, EST or email us at: [email protected]

[redacted]Desired Settlement: I don't thing I should be charged. I am already out a $500 camera already which I obviously haven't had for 2 years yet. I feel like I need a cigarette and I don't even smoke.

Business

Response:

Our digital camera engineer

contacted the customer via email to provide some information regarding her

issue. The “Red” and “Green” dots appear to indicate that the

customer’s camera was or was not able to focus correctly. This is not a

malfunction. He then provided several inhibitors that may affect her

ability to be able to focus, all of which are explained in the owner’s

manual. He also provided his contact information should she require

further assistance.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:This not answer my question. All I want is to be able to send my camera into a Panasonic repair center to be fixed. The answer given doesn't work and is the same answer and possible solution the on-line people gave me. I tried all those instruction and still the camera does not take pictures. This camera cost over $500 and was manufactured in 2013. The camera may be used twice a month. It shouldn't be inoperative. Depending on the response, my solution may be never to buy Panasonic products again.

F28 Lumix Panasonic camera [redacted]. I see online this camera has many complaints and similar complaints.

Business

Response:

Our Senior Digital Camera Engineer has advised the customer that if she followed all the steps and performed a total reset and it did not resolve the issue, then the camera would have to go for service at her expense. The warranty is for 1 year parts and labor from the date of purchase with a valid bill of sale.

Review: Purchased a TV, less than 2 months and the TV has a problem. Contact CS and they tell they'll pick it up, then they said they won't and that I need to drop it off and give me an address to drop it off. After some back and forth, I decide just to drop the TV off which is a 30 minute drive. 30 minutes isn't bad, except it was not the correct address. Not even in the same town. So now I've driven 1 hour for no reason. I email and tell them about it and ask to be escalated and they brush it off and ask me to call their customer service instead. I'm to spend my time contacting and recontacting people.Desired Settlement: Apology along with a review of their service center addresses so that this doesn't happen to others that unfortunately purchased their product.

Business

Response:

Good afternoon,We apologize for the error in our database. The address loaded was the servicer's billing address. The changes have now been made in the system. The corrected address is:[redacted] ###-###-####In addition, the servicer is currently working with our technical support to diagnose and remedy the issue. This will be taken care of under warranty at no cost to the customer promptly.Thank you,[redacted]Executive Representative###-###-####

Review: We have had 3 Panasonic Plasma TV's in the past 2 years and each time the 'board' has had some type of issue from loosing the picture to the latest problem is no power/overheating. Each time we have called the toll free number with Panasonic and got the run around with numerous customer service reps that tell us different things each time but one thing is always the same "sorry there is nothing we can do to help you" Panasonic's customer service is the worst I have every had to deal with and has made me NEVER want to purchase or deal with them again. I expect a name brand TV from a name brand company to last more then 1.5 years with minimal use!!! We now have to go buy a new TV and I can guarantee that it will NOT be a Panasonic!!!!!Desired Settlement: I am not expecting a new TV I would just like to get the one I have now fixed. I've been told that the cost of repairs will likely be more expensive then the cost of a new TV but either way that is not my problem.

Business

Response:

We left Ms. [redacted] a voicemail on 6/25 and also sent an E-mail requesting she contact us so we can discuss the issue. We have requested the model number, Bill of Sale (date of purchase), and previous service records for the unit in question. We have no records for this customer in our database under the name telephone number or e-mail address provided. Once the customer provides the requested information we will review it and make a determination as to if we can be of assistance and advise you of that decision.

Review: I bought a plasma 50" TV model # tc-p42x5 serial number me[redacted] manufactured sept 2012. This TV will not turn on when I call for assistance from Panasonic I have to pay for trouble shooting which is not guaranteed to work and if it does not work I have to pay for repair. I have not moved TV or damage TV in any way this TV for the money we paid should work. Only had it for a full year. This is a defective TV and I want one that works.Desired Settlement: I would like a TV that works or free repair of this one.

Business

Response:

I spoke with Ms. Reed today and since the unit is most likely uneconomical to repair out of warranty, we offered her a $100 refund off new LED model TC-[redacted] which is currently on sale for $389.99 on our website www.panasonic.com. Original price is $529.99. Subject to availability. Ms. Reed said she will consider the offer and call me back.

Review: I bought a Panasonic Blue Ray DVD Player about a year ago and it was still sealed in the original box. On 12-7-2014 I tried to install it and the unit did not turn on or work in any way. At that time I called the Panasonic Service 800 number and told them what occured and that I could not find the receipt and that it was about a year old in the box. They gave me a Mcallen, Tx address to send it to them and they would contact me by phone about repairing the unit since it was new or replaceing it and they would research it with Best Buy which is where we bought it. on 12-8-2014 I sent the unit to them insured and it was in it's original box as per them it would be fine and they would repair it or replace it since it was new or advise us of any cost. In the following 2 week period I called them to be sure it was received and was told it wasn't but I will be contacted when they do. I never heard from them. On 12-27-2014 I received the unit back by Fed Ex unrepaired with a bill for $97.45 for labor for them to just look at it. Now, they want me to spend another $15.94 to send it back to them.Desired Settlement: What I hoped they would do is give me an ounce of Customer Service and repair the unit as it was never used. If one of their experts had spent a few minutes of time they would be able to see that it was never used. Why would I want to pay for it twice when it never worked? At this time I think I will never buy another Panasonic Product.

Business

Response:

The warranty on the Panasonic Blu-Ray, is 1-year parts and ninety (90) days labor from date of purchase. In-warranty service requires that a bill of sale, canceled check or other proof of purchase be presented when requesting assistance.All out of warranty units received at our McAllen facility that do not provide payment information or purchase receipt are received, service fee authorization form is printed and sent back to customer, along with their out of warranty unit. We also include the attached instruction sheet that informs them of the status of their unit and the need to provide either receipt or payment and then use the PROVIDED RETURN SHIPPING LABEL to return their unit for service. We even include a strip of water activated tape they can use to reseal the box.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: I do not accept this response from Panasonic. It is a stamped and pre-cut answer. This unit was never used as indicated in my letter to Panasonic and did not work at all when taken out of the box wheather it was a day later or ten years later. That is why I wrote my complaint to them. I am a 72 year old retiree and am sorry I bought a Panasonic item. Just because one may buy a can opener in a box- we may not open it until we need it as is this case. I am asking for an ounce of customer service from Panasonic not the moon. Best Buy seemed to think they would replace it if they would just look at it which is why we spent the money to return it.

Business

Response:

Our position remains unchanged. The warranty starts the day the product is purchased, not when it is used.The warranty on the Panasonic Blu-Ray, is 1-year parts and ninety (90) days labor from date of purchase. In-warranty service requires that a bill of sale, canceled check or other proof of purchase be presented when requesting assistance.All out of warranty units received at our McAllen facility that do not provide payment information or purchase receipt are received, service fee authorization form is printed and sent back to customer, along with their out of warranty unit. We also include the attached instruction sheet that informs them of the status of their unit and the need to provide either receipt or payment and then use the PROVIDED RETURN SHIPPING LABEL to return their unit for service. We even include a strip of water activated tape they can use to reseal the box.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.

Review: TV Under warranty but has not worked since very early July

Purchased a Panasonic Viera TV in October of 2014. TV stopped working in early July 2015. Calls to Panasonic referred us to a local contracted repair facility. Contacted them said it would be two weeks before he would come. Shop never followed up until we called two weeks later. After over the phone diagnostics said he knew what the problem was and would order the part. Several phone calls later he finally ordered the part. We called Panasonic again and they 'escalated' the problem. Repair guy finally arrives with the wrong part. Called Panasonic again and they have 'escalated' the problem again. It should not take this long to have something repaired or to at least act they care about the issue. Reerence # for the claim is [redacted].Desired Settlement: Either a refund for the purchase or a replacement of the product

Business

Response:

As per our National Field Service Office, tracking no. [redacted] indicates the ETA for the part is 8/7/15. The servicer will notify customer that part will arrive by end of day today.

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: Panasonic failed to provide under their (a) Warranty "No charge for labor" , "No charge for parts" by telling me they would half to charge me a $27.00 fee, for refurbished DVD player that was currently under 1 year Warranty. They have failed under the (a) repair your product with new or refurbished parts. et all at its (Panasonic Corp) either (a) above or (b)replace it with new or refurbished equivalent product , or (c) refund your purchase price. The decision to repair, replace or refund will be made by(Panasonic). None of the above was provided to me and I was also charged to ship item which cost an additional $15.00 out of my pocket we now have a total of $43+$15=$58 and my product is not repaired or replaced. By the way, they failed under Warranty Coverage written. This was all done under their "Repair Request" .Desired Settlement: I would like to received a check for the original purchase price and the UPS shipping fee for a $58 refund.

Business

Response:

We followed up with the factory who advised the warranty on the DVD player is 1-year parts and 90 days labor from date of purchase as stated on the warranty page of the owner's manual. The labor warranty was expired so the customer was charged for the labor.

Consumer

Response:

I am rejecting this response because:

I am not going to pay an additional charge of $27 and will try to recoup charges from Amazon, please return broken DVD player!

Business

Response:

As per the customer's request. the unit is scheduled to be delivered today via the US Postal Service, tracking number [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.

Review: Refused to honor warranty

I got a Panasonic digital camera as a gift last Christmas, I started to use early this month and the camera was completely dead after a couple of use: the lens could not move. So I contacted Panasonic customer service on 9/2/2014 and I explained the situation that I don't have receipt since it is a gift and my friend didn't save the receipt (not everybody save receipts for all their purchases), and the representative told me that the manager will call me in a few days to address my warranty issue, but I never received that call. So after almost a month without hearing anything from Panasonic, I called them again about my case status, another representative looked up my case and I asked her if it is free repair since it is still in warranty, but she told me that I have to pay for the repair since I don't have receipt. It is very unfair based on:

1. The camera is still under warranty, and not everybody keeps receipt for that long;

2. It is obviously that the camera is NEW with NEW box, accessories/everything, I only used it a couple times and the next day it was dead with lens extended;

3. I never thought Panasonic quality is that bad, Canon or Nikon will be my choice in the future.Desired Settlement: I would like a replacement for the lemon product. They should make cameras with good quality, not a brick after a couple uses.

Business

Response:

Thank you for contacting Panasonic. The warranty on our digital cameras is one-year parts and labor from date of purchase. The bill of sale is required when requesting warranty assistance. Model DMC-F2 camera is a 2010 model and therefore out of warranty.

At this time, we can offer to sell you a new digital camera at a discounted price or the customer can ship the camera for replacement with a refurbished working camera of the same or similar model at their expense.

Consumer

Response:

I am rejecting this response because:

It is brand new camera gifted last Christmas and it is still in warranty, and as you can see the camera is still in brand new condition with brand new box just not working. If it is a few years old, how the box and everything is brand new. Denying warranty based on the year of manufacture is unfair, Walmart still sells a lot of things manufactured a few years back.

Business

Response:

Once again, we need a proof of purchase showing the unit was purchased within a year in order to receive warranty assistance. Based on the serial number the unit is 4 years old and cannot be repaired or replaced at no charge. At this time we can assist the customer by offering a discount on a new camera of his choice, pending availability. I can be reached at the contact information below. This is our final position on this matter.

Review: I ordered the [redacted] 3D Blu-Ray Disc Home Theater [redacted] with a 2 Year Square Trade Protection Plan Item No: [redacted] on Saturday, January 31, 2015. It was a surprise gift for my husband's upcoming birthday. The advertisement led me to believe that it was a wireless setup, which is what I wanted. However when the box was opened, it was not wireless. So we re-packaged the items in the box. Today my husband called this number on my web receipt [redacted], only to discover it had been disconnected. I searched Panasonic, then he called [redacted]. He explained our problem to the CSR, who replied that there would be a 15% restock fee, we would have to pay for return shipping and had 30 days to return. The payment subtotal was $299.99 + $26.99 = $326.98, shipping FedEx Ground $0.00. Sales Tax $18.75, Order Total $345.73.Desired Settlement: I have fibromyalgia with bi-polar disorder so do the bulk of merchandise shopping online. This is the first company who I've ordered from who has not offered a full refund of the product along with a free shipping label for the return of the product. As an aside note, this is the most expensive product I've bought online. With a trusted company as Panasonic. they should give us a full refund of the product total, $345.73, to my credit card, along with a free shipping return label.

Business

Response:

This customer’s husband called on 2/11/15 wanting to return the item stating that his wife thought wirelessmeant the speakers work without wires. That is when he was informed about the restock fee and shipping. The husband stated that he will think about sending back and was advised of our 30 day return policy. At this time the customer can be accommodated by sending them a shipping label but the restock fee will still stand due to the item being opened.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Consumer

Review: I purchased a message chair from panasonc (internet). I returned the chair with the agreement ( sales lady,[redacted]) I will pay the shipping charges. when I received credit from panasonic. (internet sales)they change it to a re-stocking fee ($600.00). I would like panasonic (internet sales) to keep our original agreement. the re-stocking fee is $600.00, the shipping fee is less then then $300.00. the bill from there credit dept. is now $910.00.

I would like panasonic, to keep our original agreement, of I pay the shipping fee, not the re-stocking fee. [redacted]Desired Settlement: I would like panasonic, to keep our original agreement, of I pay the shipping fee, not the re-stocking fee.

Business

Response:

The customer was advised on 4/24/14 that a restocking fee would apply as our technical support determined that there was no defect with the unit.

As a courtesy, we waived the return shipping freight charges; however, it clearly states at the time of purchase if the unit is returned there is a restocking fee because the unit is used and without any defects.

Consumer

Response:

I am rejecting this response because: the sales lady ([redacted]) said that I would pay the shipping fee. they later change it to, the re-stocking fee. your internet people lied to me on the phone, [redacted] and [redacted]. you cant rell someone, one thing and change it. your sales lady yell at on the phone, saying what am I going to do with a used chair. that is how they talk to customers.

Business

Response:

Once again, the cst was mailed a letter from us on 4/24/14 which stated the following: " Per our research we were informed during several

conversations you have had with our sales dept. from Dec. 2013 to March 2014 you were advise that the restocking fees would apply and we offered to waived the return shipping freight charges, therefore we would not be able to honor your request to waive the re-stocking fee."

In addition, please refer to the return policy below posted on our website at:

http://www.panasonic.com/us/direct-store-policy.html:

If you do not like the product you received

If you are unhappy with any product you purchased from PanasonicDirect for reasons other than damage, defect or an erroneous shipment, you can request a Return Authorization within 30 days of the receipt of merchandise by following the instructions below.

All returns are subject to a 15% restocking fee, at PanasonicDirect's discretion. We do not credit the original shipping cost or any return shipping

cost that you pay. For large items originally delivered through our White Glove Delivery service (see Ordering and Shipping above), we will subtract from your refund the costs that we incur in coming to your residence or office to retrieve and ship back to our warehouse the product being returned.

However, as a one-time accommodation, we waived the shipping fee and consistently advised the cst the restocking fee would apply since

technical support determined there was no defect with the unit. This is our final position on this matter.

Review: We purchased a Panasonic 3D Plasma HDTV on May 14th, 2011 (Panasonic VIERA TC-P55GT30) for over $1650. It really has (had) a beautiful display and we were happy with the product until April, 2013. The TV refused to turn on and we had the “7 Blinking Lights of Death” – Bad SC/SU/SD boards. I researched the issue and found hundreds upon hundreds of complaints and bad reviews regarding this issue. Of course we didn’t buy the extended warranty and honestly if this was not such a well known issue I don’t think we would have been as vigilant with contacting Panasonic.

After talking with Panasonic, playing phone tag and having to clearly inform them this is a known issue we received a case number. Panasonic offered to pay a portion of replacing the SC board - $114.xx. They informed us we had to use one of the authorized repair shops, which we did. We had to pay out of pocket $212.xx. So by May 3rd of 2013, the date in which the now fixed tv was back in our house, we had spent $1870+ for this less than 2 Year old Plasma TV. We were irritated but we had our tv back, working, and didn’t have to look at purchasing a new tv.

Fast forward to September 7th, 2014 – We go to switch the TV on – it will not power up and we again receive the “7 Blinking Lights”. At this point, we have a 3 Year 3 Month old Plasma TV that has failed twice. I called into the Panasonic Viera Concierge line to find out what, if any, our options were. They informed us that it’s out of warranty and that the fix last year was a “complimentary” one time offer to pay a portion of the repair. Any and all diagnostics will be charged a service fee and that this particular issue, “7 Blinking Lights”, will most likely need to be diagnosed by one of their authorized repair shops.

While we understand electronics, specifically plasma tvs, are not made to last forever they should not be failing at such a rate so widely published and known.Desired Settlement: We just want our original purchase price refunding - $1658.35. We don't trust that even if the TV is repaired that it won't fail for a 3rd time in another year. If we did get it repaired, at Panasonics full cost, we can't even trust that if the same issue occurs again that we be brushed off again by Panasonic.

Business

Response:

Regretfully, we have to decline the customer's request for a refund of their full purchase price for their 2011 television. The warranty is for one year parts and labor from the date of purchase. The customer's warranty expired on 5/14/2012. We assisted the customer towards repair in April 2013 which was about one year after the warranty had expired. At this time, we can only offer an accommodation sale of 25% off (before tax) the purchase of a new comparable LED model from our website. Panasonic no longer manufactures Plasma televisions. The unit we can sell at the accommodating price would be model # TC-55AS65OU. Please contact me at the information listed below if you are interested in this offer. This offer is good until September 30, 2014 pending availability.

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 while the request for a full refund was not met, the business has offered an alternative option which we have accepted. We have had to sign a general release agreement, which was not in the initial response from the business.

Review: To Whom It May Concern,

To start, we have always been pleased with Panasonic quality and service. Of late, we have had a disappointing service experience. We heavily researched the purchase of our new plasma TV (model TC-P50GT25) and chose to purchase through Panasonic direct given the reputation for quality and durability. To our disappointment, the first set arrived in March 2011 broken with a giant black line across the screen. A replacement set came the following month and seemed to be working fine until April/May 2014. After spending additional time and money with the authorized Panasonic service represenative, they indicated that we have a bad mother board (and possibly more) and the repair costs would be high. We have spent significant time and money in trying to resolve the matter to no avail.

We enjoyed our TV, but the expense of repair and parts failure over a relatively short time period is concerning. We spent a lot of money and hoped to invest in a quality product with a company that provides excellent customer service. We also take very good care of our electronic equipment. It seems unreasonable to us that Panasonic has not offered to help with the repair and offered instead a loyalty discount where we can buy a new TV (at additional expense to us) for a 10% discount (which equates to sales tax in our state).

We can't afford to be spending money frivolously and that is the main reason we chose Panasonic - we wanted a reliable product and a company that takes pride in their workmanship. We feel the set is a few months out of the repair service window of three years and would ask that Panasonic work with us to resolve the matter satisfactorily. We are further concerned that there could be some other lingering issues with the current TV and concerned about spending additional dollars to fix shortly down the road when somehthing goes out.

Thank you, in advance, for working with us. I hope we can resolve the matter. Desired Settlement: Ideally, we are concerned that we got a lemon (like the first TV that was delivered), with the only difference being the issue with this TV took a little longer to manifest. We fear that fixing this problem may only temporarily resolve the matter and further issues will pop-up shortly thereafter. As mentioned, we have always been impressed with Panasonic quality and durability and hope that the company can work with us. We look forward to hearing from Panasonic and thank folks for looking into the matter.

Business

Response:

Please send to my email below a copy of your receipt so we may be of better assistance to you.

Review: I bought a Panasonic Viera Plasma TV in March of last year and broke in January of this year. I went online to research it and there are many complaints of these panasonic TVs failing in less than a year. When I called panasonic, I was told I had to provide my receipt for any warranty work and refused to help me any further. I am very disappointed in the quality of my TV and panasonic needs to make sure they're making products that last years, not months.Desired Settlement: I would like my TV repaired or replaced and panasonic to make more durable products.

Business

Response:

This will confirm receipt of the claim submitted to the Revdex.com regarding your television.

Base on the date of purchase you provided the television is still within it's full manufacturer's warranty. In order to repair the television under the warranty, we need to obtain a copy of your proof of purchase.

You can either email or fax over the prove of purchase. Once received we will be in touch with you to advise which authorized servicer will be assisting in the repairs.

Look forward to hearing from you.

Review: Panasonic plasma TV is a lemon and needs to be replaced.

I purchased a Panasonic Plasma and it has been repaired 3 times with many different parts. The Plasma exhibits a loud buzzing noise that won't go away even after replacing many parts inside the TV. I want this TV to be replaced under warranty since this problem cannot be fixed by repair people. No product should require this much service within the first year. There is also a problem with the TV involving the network connection. I believe this is from the loud static noise causing interference with the network. [redacted]Desired Settlement: Please replace this TV immediately. This product should be covered under California Lemon Laws.

Business

Response:

Mr. [redacted] will be receiving a refund for his television within 3 to 4 weeks.

Consumer

Response:

I am rejecting this response because:

Can you please provide the details on the return process? Thank you for your help.

Business

Response:

The refund check for $1152.48 is being sent to Digital Service Solutions under confirmation number [redacted]. Upon receipt, they will notify the customer.

Review: On December 13th I ordered a pair of Panasonic headphones from Amazon.com (Model [redacted]). These failed within 2 months resulting in me contacting panasonic customer service on February 19th (Generating [redacted]. I was instructed to print out my receipt, write the RMA number on the printout and sent the product to their factory service center in Mcallen Texas. I sent this package postmarked on March 9th (88 after purchase date, 86 days after receipt of product). Yesterday (April 1) I received the headphones in the mail saying they were out of warranty (which should be 90 days). I would like to file a grievance with the as it seems clear (based on the lack of a formal process for generating return shipping labels or RMA numbers, the labyrinthine phone system to talk to a CSR (took me 1.5 hours) and the way in which my claim was handled) that panasonic has no intention to honor their warranty claims. In the end, the cost is small and the importance is low, but companies should not be allowed to operate in this fashion regardless of the scope of the claim. I know that I will never purchase a panasonic product of any type for myself or for any organization I find myself affiliated with.Desired Settlement: I simply believe that organizations should be held accountable for terrible service.

Business

Response:

I left a voicemail message for Mr. [redacted] on 4/7 advising we can either replace the headphones or refund his purchase price if he has already replaced them. Requested a call back on my direct line at [redacted]