They forgot to mention that they'll ruin the company's reputation and limit future business by insulting a customer on a public forum. Genius!
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Hopefully that will alert more potential customers as to how inept the retailer seems to be at dealing with complaints of this nature and put them off buying from them.
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Exactly. No excuse for that no matter what the nature of the complaint may be, highly unprofessional.
I'd imagine an employee that did the same would face severe disciplinary action at the very least. It's not just unprofessional behaviour, it's ******* stupid.
Well now we know how TC Hayes knew about this thread
Perhaps he's reading it now.
For the record, I'm in no position to comment on the legitimacy of your complaint; I just think responding to a customer in that way is extremely bad business. To post such a response on a public forum is incomprehensible.
I would go as far as saying they would face the sack. I worked in retail for 5 years and can state for a fact that if I was an employee and I did the same as them I would expect to lose my job and would view disciplinary as a result, respect for your customers who after all are the life blood of your business is a minimum requirement of any retail business and without that you simply won't survive and in this digital age word spreads quickly.
It's simply incomprehensible as to the thought process that led to that response at management level...who on earth thought that was the best way to deal with the situation? I've been on the receiving end of many an irate customer but have never lost my cool and just dealt with them in the best way I could and to the best of my ability so I know what it's like being on the other side but there simply is no valid excuse for a response like that.
Yes strapped it is (insert expletive) stupid.
I would say it is a form of abuse too, I hope WHF are watching this thread with interest.
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Im no angel. I got angry, frustrated, inpatient of course I did. Why... because I had a genuine issue and it was dealt with in a manner which was unacceptable. Panasonic have called me on a number of occasions, apologised and have advised that lessons have been learnt. TC Hayes however have shown me contempt for raising a genuine issue. They have embarrassed me on a public form, failed DPA and have should be held accountable of deformation of character. Having their vile letter printed in the paper will hopefully make them wake up and take note that THEIR response will hinder them going forward.
I didn't mean to sound unsympathetic to your cause. I've had my fair share of problems with Panasonic plasma televisions, all related to poor screen uniformity. The problem you describe doesn't sound unlikely. I'd like to think that Panasonic learned that they need to make uniform plasma panels, though I doubt it.
I'd also like to think that the MD has checked on this thread and is now struggling to fathom what he was thinking when composing his post. (And feels too embarrassed to let us know.)
No not all!! Just wanted to make it clear that yes I was frustrated but their response was unacceptable
nice one, I'd like to read that. Let us know when it hits the paper and what paper it is so i can have a look online. Cheers
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how do you find the picture quality to the gt50 when it was working properly? Is there much of a step down?
Picture quality was fantastic. However Plasma's are like women- high maintenence. :) its a shame it was a great TV, however the cons outweighed the pros
It's perfectly acceptable to get angry, frustrated and impatient when your retailer fails to deal with an issue and is just human nature, I've been in your situation a few times now and completely understand but it's the retailer that sparks those reactions and feelings simply because they are not dealing with the issue correctly. A good retailer listens and does everything it can to solve your problem and when they do that those feelings don't surface...basic customer service which TC Hayes simply don't seem capable of.
I wouldn't say they emarrassed you though, they embarrassed themselves!! At least everyone who reads this thread is now aware of the depths to which TC Hayes will go to in order to fob off a customer and how lacklustre and inept their customer service actually is despite the claims on the website. Panasonic at least have responded positively and it must be said that they have reacted brilliantly to your situation and without them I could have seen this one going all the way to the small claims court so kudos to them for getting involved and refunding you. That's good customer service so take note TC Hayes! I know they were slow to act initially but they came through in the end.
Just to echo rocketrazor I really hope that letter gets published and I think we would all love to be able to see it in print if it does happen so give us a heads up when/if it happens, good to hear you are far happier with the replacement and wish you many years of happy viewing
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