Panasonic Killer TV - and killer Customer Service?
It's long overdue that What Hifi produced balanced coverage of products and
featured customer complaints. It's extremely galling for many aggrieved Panasonic
customers for you to produce glowing reports on Panasonic TVs without
also showing the flipside of buying a Panasonic TV - their truly awful customer service in the UK.
I have been waiting over 18 months to have a dispute settled concerning a Panasonic Z1 TV.
There are many other customer none too happy with their 'green blob' TVs of 2011.
I am not alone. Regarding the latter, I am aware that their latest fix does not fully
solve the issue. Under PANASONIC's warranty as this is a design error, customers really ought
to be getting new TVs - rather like my case!
I wanted a replacement as per warranty : that would provide minimum inconvenience to me the
customer, i.e. a hot swap - I did my best to demonstrate what I consider
to be design faults with the processing on this TV. I even furnished them with a technical
report on the errant TUNER box that is part of this TV : this has never even been read!
I don't consider a subjective and most perfunctory call out to look at the fault sufficient
to explore the nature of this TV's ills.
I find it unconscionable that they can readily declaim 'within specification'.
(Strangely enough customers with the 'green blobs' got a similar assessment - how peculiar!)
Yes, they offered a refund, but this is hardly focused on customer satisfaction after the lengthy
ordeal I have had with their product manager and customer service, nor the manager who was assigned to
resolve this afterwards. The current manager has spent 7 months on this - most of that engaged on
other tasks as he is part of Legal and International affairs : not a customer service manager at all.
After 17months plus, a refund is like a slap in the face, other customers in the past have received
an exchange of TV. This does not show they value me as a customer. I have many Panasonic TVs and
goods in my household. They will be putting me to task going through a refund/return process etc.
I also can not source a direct equivalent of what I purchased.
The manager I was dealing with has ignored, mails, emails and txts that I have sent his way, since
my response to the email offer. This has been the case for the past several months - none of my
email response has been read barring one recent chase-up email.
I have also sent correspondence to the CEO Laurent Abadie. I know his office has read my recent email,
but no response by mail or email has been received.
IF Panasonic UK knew how to achieve customer satisfaction they would have done so by now and not
exacerbated the matter by ignoring me.
I am not convinced that Panasonic UK is willing to deliver true customer satisfaction, in the way
that meets customer's expectations when things go badly wrong.
I was told by a Panasonic manager that there had been a sea change in the way they deliver customer
service and that customer satisfaction was always their goal: from what I see the same old rocks
are being crashed into, WHY?!
If What Hifi's current group editor is able to talk to Panasonic for me, this would be greatly
appreciated. I can email you to provide contact details.