Its no longer our problem

1/25/2010 Seacaucus NJ

We purchased a new television and after having it for six weeks it stopped working. PanaSonic sent out a service representative from a local service company and due to the nature of the repair we were told that we would be getting a replacement either the first or second week of January. Still at this time and numerous phone calls we are still without a television.

I have spent numerous hours on the phone with different reps at their concierge service. Each time I call I am told that it is still being researched and someone would be back in touch within a couple of days. No calls are ever returned back and I have had to call them back to get an update. At the beginning of last week I was told if we did not have an answer by Thursday or Friday of last week our call would be escalated. No surprise, no call...back on the phone this morning and still no update.

This evening when I called back I was told that they would no longer be replacing our television but they would be sending the money back to us. It was now our problem to get a new television, get it redelivered and reinstalled on our own dime. It was their way of saying it is no longer their problem but ours now. One thing that I know is I will never elect to purchase another panaSonic television in the future.

DMR-EZ28K DVD Recorder

1/15/2010

I purchased the EZ28 from Best Buy on 04/11/2009. It performed well for six months. It then began to have issues with timed recordings of over the air programming. It would "forget" to record some scheduled recordings. For severl weeks the issue was random and infrequent so I thought it may have been a power blip or some problem not associated with the EZ28. Then the issue became so prevalent that it had to be the recorder.

I contacted Panasonic customer service (CS) and they suggested rebooting and a couple of other in-home solutions which didn't solve the issue. CS then told me to send the unit to their McAllen Service Center for repair of replacement. Panasonic states on their CS web site that items will be repaired or replaced with a reconditioned or new unit ith a one week turn around.

Panasonic received the unit on 7 Dec 09. As of today 15 Jan 10 I remain without a unit. After much telephonic and e-mail followup with CS I have not been told what their plan to is or if they have a plan to make me whole.

My advice is not to buy a Panasonic product if there is any expectation that it will ever need repair by Panasonic. I learned yesterday after visiting Best Buy that they offer Panasonic authorized repair service. If only I had known I could have taken my unit to my local store for repair. So, if you decide to buy a Panasonic electronics product consider buying from Best Buy.

Panasonic Lumic DMC-FZ35

12/26/2009

I have had my Panasonic Lumix DMC-FZ35 for four months. I have been very disappointed in the indoor shots that contain the color red. The reds all come out looking pink. After using the camera for four months and discussing the problem with several professional photographers regarding the problem, I noticed that the reds look pink through the viewfinder. Very strange problem. I called Panasonic Customer Service and after being on hold for forty-five minutes I was connected with someone who barely spoke English. When asked if she was familiar with my particular camera she said she was not but would be as soon as she looked at the manual. That was not very comforting, to say the least. She soon said the problem could not be handled on the phone and was a defect in the camera, so to return the camera which would be replaced with a refurbished camera. It would either be the same model or one that had "similar" features. I said I did not want either a refurbished camera with someone else's problems nor did I want one with "similar" features. I wanted my money back or a "new" camera. I asked to speak with a supervisor. Of course, there were no supervisors available. I was told that one will call me back sometime next week. The representative I spoke with said she was familiar with Panasonic's policy and that there was no hope of getting my money back or a new camera. It will definitely be either refurbished or a "similar" model. After reading this site and heard from people who have sent their cameras back to Panasonic only to be told the defect was their fault and would require a costly repair at the customer's cost, I hesitate to send it back. Why do the research and pick the "perfect" camera when it will be replaced with a "similar" model??? I, like so many people who have written reviews on this site, will NEVER buy a Panasonic product again.

Worst time "understanding" customer service employee

10/18/2009

I was having a problem with one of the handsets to my "new" phone, and finally called customer service, who told me to disconnect and remove all batteries and "recharge"...again. I did. The next day, the same handset...only one...was doing it again. I called again, with my case # and had the worst time understanding this girl!! I kept saying "please get me someone else...I'm very sorry, I just can't understand what you are saying". This went on for several minutes, until I said that I was just going to return the phone to the store. I had the thing charging more than I got to use it. This was my third Panasonic phone and I was happy with the product until today. I returned it and got a VTech. I HOPE I have better luck. Never again do I want to go thru that. I have had different nationalities before, assist me with service and I has "some" problem, but nothing like today. For a senior, which I am, that has got to be the most frustrating thing to go thru. I guess I'll never have anything good to say about their phones again.

Worst Customer Support Ever

6/23/2009

I tried to order a DMC-TS1G digital camera directly from panaSonic.com. the order was placed on 30 May and the website said it would ship in 3-5 days. On the 13th of June it still hadn't shipped, so we called. After talking with customer service they said they didn't know why it hadn't shipped yet and a manager would call me back within 24 hours. As they promised a manager called on the 14th and promised the item would ship by the 15th. My bank, whom we'd contacted since the charge had gone through several days before, was told the same thing. Come the 22nd the item still hasn't arrived, so I called again. I'm once again told "we don't know why it hasn't shipped" and I'm promised a manager would call again. The manager never calls. I call again on the 23rd and I'm told the item won't even ship until the 25th, over 3 weeks after the initial order and 10 days after a manager promised me it would ship. the customer support representative gave no reason and refused to let me speak with a manager, saying only that a manager would call me within 24 hours. after this run-around I was quite upset I asked to speak with a manager immediately. the response I received was "have a nice day" and the call was terminated.

this has been by far the worst experience I have ever had with customer service. I will NEVER buy from panaSonic again. if it's this difficult to buy from them I'd hate to imagine the pain I'd go through if something broke on the product.

No Customer Service

5/16/2009 MI

Purchased two vent fans from PanaSonic. Love
the product and hated the worthless customer
service. Who is in charge of this company?
Who ever the CEO is is another example of
short sighted American managers who think
that sending CS dept to India is a good idea.
The worst ever, long wait time and they were
clueless about their product, I knew more than
they did, like the idiots at Home Depot.
No wonder your company lost money again and it
will continue to do so with your poor customer
service. Make sure you lay off more workers while you get another big bones, time for a revolution!

Abnormally Long Warranty Work

5/5/2008 IL

I sent in a DVD Recorder to repair a burnt out motor. Turns out this is a common issue, as a firmware fix was made available the week after my unit went out.

I've had to send other items in for warranty work and the turnaround time has been fairly reasonable. I've been a little surprised and disappointed by their repair facility in Illinois, since they wasted no time in getting me the shipping materials and acknowledging their receipt of my unit. But when I've called TWICE, I've been told both that they're waiting on a part, that this is a common issue, and that they have a backlog of units for repair. Had I trusted my instincts and taken it back to Costco I would have had this over and done with in the same day. Instead, it's been over a month with no real timetable. Like I said, I've had warranty work performed much faster and it shouldn't be that difficult a fix. I could do it myself if I knew where to get the part.

So needless to say, I don't buy the "part is not in stock" excuse anymore, and I've requested they return my unit so I can exchange it at my retailer.

Item not found

3/28/2008 san francisco CA

When I go online to Panasonic to try to find out why my computer doesn't recognize my camera, Panasonic says "SORRY ITEM NOT FOUND' then they can't offer solution to my problem by phone either.

Customer service

3/20/2008 Morton IL

Last April I purchased a Panasonic SC-HT640 Home theater sound system at Walmart. Two months later it broke-took in for service. After 3 months during which time I called Panasonic 8 times and spent over 4 hours on the phone the unit was finally fixed-for a whole week it worked. Back 25 miles to the service provider. Panasonic said if it was not repaired in two weeks it would be replaced or I would get a refund. That was 6 months, 10 hours on the phone and several lies ago. In a world of poor customer service Panasonic is in a class by itself- the absolute worst-no other company even comes close.

Never buy Panasonic and if you own one of their products pray it does not break.

Panasonic Customer Service is THE WORST

3/13/2008 MN

I have never in my life encountered worse customer service than my recent experience with Panasonic. The front line reps are rude, arrogant, and dismissive. Every deadline they've set for themselves has been missed badly. I'm promised a call back in an hour and days go by. And when I call them to inquire I get the brick wall.

No compassion that my TV doesn't work. No regret that they've missed every deadline they've set. No explanation for them completely ignoring me. No excuse for their condescending attitude and rude language.

It's just been a shocker to me that a company can have a service arm this poor and continue to operate.

After just two years my 32" LCD TV screen broke and the cost to repair is nearly double the price of a brand new set. NEVER AGAIN with Panasonic.

NON EXISTANT SERVICE

10/29/2007

Paid by Credit Card for a mislaid Instruction Book, 2 weeks ago, was told it would be put in the post the same day, am still waiting, tried telephoning gave up long wait.

Tried Emailing Customer support, no replies.

Wrote to COO in Bracknel 7 days ago, no reply.

Will not buy products again.

Panasonic Customer Service Is The WORST

8/17/2007

I own a Panasonic Lumix DMC-FZ50 digital camera. Within 6 months of purchase, I had to send the camera for repair as the plastic lock on the memory card came off inthe memory card slot and I couldn't take pictures.

After initially speaking with a very nice person from customer support who told me to send my camera to their authorized service center @ 1590 Touhy Ave, Elks Grove, IL.
I sent my camera via USPS insured and delivery confirmation, and a note inside with the camera with my name, address and phone number and a description of the problem. I called the Service center 1 week after mailing camera to verify that they had received it and when I could expect it to be repaired and returned. I was told by a polite woman that my camera was still under warranty and would be repaired and returned within the week.

For the next 2 months, I would call the repair center every week and left messages inquiring about my camera and asking if someone would please call me that were never returned.
Three phone calls to the main Customer Service number listed on the Panasonic site sent me in circles talking with customer service reps who 1) hung up on me, 2)told me it wasn't their department, 3) when they offered to investigate, put me on hold only to return to tell me that the Authorized center I sent my camera to is not under their jurisdiction and that I have to call the center directly and leave more messages.

My camera was eventually returned to me, repaired, but I WILL NEVER BUY PANASONIC AGAIN.

Digital Camera Hassles!

4/14/2006

I bought a Panasonic digital camera last week to use in at an important function/job where I needed the pictures immediately afterwards (my film camera wouldn't cut it with processing time). Unfortunately that wasn't possible. The software included with the camera was not working with my computer (Windows XP). When I spoke to customer service, the woman suggested I take the camera back and get a different brand all together. She also suggested I buy the needed software - that supposedly was included with the camera - myself, for $40 and they would not reimburse me!! When I let her know I would be informing others of my poor experience with Panasonic she said "That's fine with me." I can only imagine what the CEO's of Panasonic would think of that!! Regardless, I'm now stuck waiting 2 weeks for something that should have been included to begin with. Not to mention the two hours I spent trying to get this straightened out and speaking with Panasonic's rude customer service people.

Stonewalled by customer service

3/28/2006 chicagoland area IL

I purchased this TV in July 2005 and in alittle over 16 months blew four bulbs and a ballast board, before they would agree to do something about my problem. Three weeks ago they took the bad TV and said that they would get me a new replacement and I have nothing... still!!!! They even have my reciept!

Customer service won't give me a name of anyone to talk to above the entry level people, and almost every time when I follow up the next day to make sure my previous days' issue was logged, it isn't there. Finally I was told that they would either replace the tv or give me back 75% of my purchase price. I don't want another panasonic... what if something goes wrong again?

This is by far the most frustrating experience I have ever had with any company regarding customer service. It's a damn lemon and they totally drag their feet at every step. I cannot recommend enough to anyone out there to stay away from Panasonic. It sounds like they treat everyone with the same crap as i am getting. I can't imagine ever purchasing anything from them again.

Poor Warranty Service

8/27/2004 casa grade AZ

Before you buy Panasonic, check out their customer service number at (800) 221-7262. My experience with Panasonic Customer Service is very poor starting with an average of 26 minute wait times (6 attempts). I bought a Panasonic SVA V30 that had a internal battery charger problem. After waiting for someone at the Panasonic call center to answer, I was referred to All Electronics Services in Bozeman, Montana for warranty repair. I sent the camera to them in April. In June I spoke with Josh there who said he was working on my repair after he had all the accessories. In July, Josh told me they sent the camera to Panasonic and he would check the status. In August, Josh told me All Electronics was no longer working on this camera, that there were many problems with it, that they had 20 bad returns and that Panasonic had returned my camera back to All Electronics. He indicated he was sending me the camera back without repair and told me I had to deal with Panasonic.
After several long waits, Panasonic told were checking the problem and that they needed their rep to see if the camera could be repaired. Bottom line is I still do not have the camera. Panasonic may make good cameras but their customer support is terrible. Their customer service reps were rude and indignant that I was bothering them with my problem.

Poor Quality TV, Poor Service from Circuit City

5/2/2004 Las Vegas NV

I purchased the the 47" HD Panasonic widesceen at the in January from Circuit City. Within a few weeks of purchasing the TV it developed a green spot on the screen. I called the Circuit City Service Center in mid to early March. Video Audio Specialist in Las Vegas came by to repair on March 30 but had to take it back to the shop. I called in 2 weeks and was told it would be ready in a week. I called again in 4 weeks and was told that the parts came in and were defective and to check back next week, next week came and went. So far, the TV has been defective or in the shop for over half it's four-month life with me. Talking with Circuit City and contacting Panasonic has resulted in no-action. Also thinking that it would protect me, I purchased the protection plan and when asked about a loaner until my TV was replaced, I was told that you would authorize $35 a week for 2 weeks. BEWARE!

Be Aware ot the Teflon Diagnostic Center

3/29/2004

There is a big difference between Panasioncs advertising and reality. We bought a Panasonic Fax in Dec 2003 with full factory warranty. We did not get one fax out of it as of March 25th 2004. The machine was a DOA and has a lot of issues. Instead of exchanging the unit we were told to send it to a repair center. We found out later that this center repairs out of warranry items. Every time we call the diagnostic center we get a run-around. While they told us to send it to the wrong place it's to quote their supervisor "Out of their hands". In other words they can stick it to you any way they like they won't correct the situation. You don't get a phone number or an email address to file a complaint. You spend hours and hours to find someone with proper training and manners and you will never find one. They do not know the first thing about customer relation. So when buying a Panasonic product don't expect any help from Panasonic once the check clears.

Oh yes after all these calls the Disgnostic center now claims they have no log of us ever calling!! To sum it up: it's not their fault, it's out of their hands, they cannot do anything about..... I call that a Teflon center

panasonic uk product and service

10/20/2003 england

I purchased a panasonic ptae 100 projector, a home cinema dvd system and a video bith also from the panasonic shop in june 2003, within 4 months the dvd was busted, and thankfully still under guarantee it was repaired,next to go was the video(a month later) and last week the projector decided to pack up and die. This is the first thing i have a problem with, why is panasonic equipment now so bad?
The second and most annoying problem was the customer service in the u.k, first of, when i emailed customer support they never replied, ever! secondly when i phoned them they hung up on me, twice! when I did get through i asked to speak to a manager or supervisor, i was told by a c.s worker that he would telephone me, 3 days later still nothing, again i called and eventually got through to simon bird, manager of the audio visual dept, he proceeded to patronise me by saying things like 'have you tried to plug it in and switch it on' i replied politely that of course i have, but because it started smoking i had no choice but to shut it off. when i explained that a smoking unit was obviously a fire hazard, he told me to stop being stupid, and asked me if 'we are going to have a sensible converstaion'. I would say that a smoking unit is a serious and sensible point of conversation.
I now donot want another panasonic projector in my house as i feel panasonic equipment is inferior and unsafe, compared to the likes of sony and others.I would be happy with a normal teevision, I explained this to the umpteenth customer support worker and i was told that panasonic will only replace it with another projector. Where can i now go from here? as i wish to take this alot further.

Poor customer service

10/18/2003 Portsmouth NH

I am extremely disappointed in the support I have received from Panasonic for the PT-42 plasma video I purchased two years ago. The power supply failed causing the unit to smoke and destroy the remaining boards in the unit. The monitor was plugged into a surge protector which the manufacturer has analyzed and which shows no sign of a power surge that might have caused the damage.

I bought the unit from Panasonic Industrial but, when I called the service number that came with the unit, I was informed that it was no longer an industrial product. Given the way it died, I'm guessing that it never was. I found the name of a "consumer service" location in my area, paid them a $125 fee to "evaluate the product" and then waited over a month with no news on the repair. I called your Industrial Products service department to complain about the slow service and request the name of a company that might be a bit quicker. They referred me to an "ombudsman". When I talked to this person I was told that "the unit was out of warranty and no longer Pansonic's problem." I said that we had bought an industrial product expecting more robust quality and service, and was told "that's just false, the products are no different". The Panasonic ombudsman also hung up on me.