[Resolved] Panasonic — PANASONIC DEFECTIVE PLASMA PANEL

paulsrv

from Mumbai, Maharashtra

Address:

Mumbai City, Maharashtra

I had purchased a Panasonic Plasma TV (model No- 42UT50D) on March 15, 2013 from Kohinoor Televideo Pvt Ltds Dadar, Mumbai showroom. I paid a total amount of Rs.57, 000 for the TV. At the time of purchase the showroom salesman informed me that the TV came with one year warranty + 2 years warranty for the panel from Panasonic and my bill would suffice as proof for warranty purposes. In the first week of July, 2014, I observed two green vertical lines on the TV screen. I immediately called up Panasonic customer care on 11th July and lodged my complaint. (Request No-PI-ASC[protected]. The customer care executive after looking into my purchase and product details in their system also confirmed to me that it was In warranty and asked me to keep a copy of my bill ready at the time when Panasonic repair person would visit my home. I was told I would receive a call from the repair representative in 48 hours. Since I did not receive any call until 15th July (i.e 96 hours) I called the service centre number who informed me that the assigned representative would call me soon. The repair person Mr. Shashikant Verma visited my house next day and after seeing the problem informed me that the Panel of the TV is faulty and defective and cannot be repaired and it can only be replaced with a new panel or my purchase amount would be refunded. He again came on 19th July with his camera and took relevant photographs of the vertical lines on the screen and requested for my bill copy. On 24th July he called me and said that my TV is not under warranty since my purchase date on the bill is beyond one year and hence they cannot replace the panel. After I told him again that it is under warranty and rather it was Panasonic's call centre itself who had confirmed to me that it was in warranty, he said he would speak to his senior and call me back soon. One week passed by and I received no call. I called him back on 30th July and that time he informed me to speak to his superior myself!! I called up his senior Mr.Omkar from Panasonic Repair Centre, Vikhroli, who then informed me that my TV is not showing under warranty in their records and that customer service call centre is an outsourced department and hence I shouldn't rely on information from their own call centre!! It is extremely suspicious that Panasonic call centre which has all the central data about its customers and the purchased products informs me that my product is in warranty and the Vikhroli service centre simply refuses to listen to my requests and says their records say otherwise. I am utterly shocked and disappointed with the Panasonic product and their service. Having paid such a huge price for a TV no customer will expect that it will start giving trouble within one year and four months. The service centre responses to my problem were extremely delayed, unhelpful and outright rude. Rather than trying to help and find a way or solution for the customer the attitude was simply to wriggle out of the warranty commitment. I request Panasonic management to urgently and with utmost priority look into this matter and to arrange for replacement of my TVs panel without any extra costs or refund my purchase amount I paid for their product.

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Aug 14, 2020

Complaint marked as Resolved

Panasonic India customer support has been notified about the posted complaint.

Sep 30, 2014

Updated by paulsrv I had purchased a Panasonic Plasma TV (model No- 42UT50D) on March 15, 2013 from Kohinoor Televideo Pvt Ltds Dadar, Mumbai showroom. I paid a total amount of Rs.57, 000 for the TV. At the time of purchase the showroom salesman informed me that the TV came with one year warranty + 2 years warranty for the panel from Panasonic and my bill would suffice as proof for warranty purposes. In the first week of July, 2014, I observed two green vertical lines on the TV screen. I immediately called up Panasonic customer care on 11th July and lodged my complaint. (Request No-PI-ASC[protected]. The customer care executive after looking into my purchase and product details in their system also confirmed to me that it was In warranty and asked me to keep a copy of my bill ready at the time when Panasonic repair person would visit my home. I was told I would receive a call from the repair representative in 48 hours. Since I did not receive any call until 15th July (i.e 96 hours) I called the service centre number who informed me that the assigned representative would call me soon. The repair person Mr. Shashikant Verma visited my house next day and after seeing the problem informed me that the Panel of the TV is faulty and defective and cannot be repaired and it can only be replaced with a new panel or my purchase amount would be refunded. He again came on 19th July with his camera and took relevant photographs of the vertical lines on the screen and requested for my bill copy. On 24th July he called me and said that my TV is not under warranty since my purchase date on the bill is beyond one year and hence they cannot replace the panel. After I told him again that it is under warranty and rather it was Panasonic's call centre itself who had confirmed to me that it was in warranty, he said he would speak to his senior and call me back soon. One week passed by and I received no call. I called him back on 30th July and that time he informed me to speak to his superior myself!! I called up his senior Mr.Omkar from Panasonic Repair Centre, Vikhroli, who then informed me that my TV is not showing under warranty in their records and that customer service call centre is an outsourced department and hence I shouldn't rely on information from their own call centre!! It is extremely suspicious that Panasonic call centre which has all the central data about its customers and the purchased products informs me that my product is in warranty and the Vikhroli service centre simply refuses to listen to my requests and says their records say otherwise. I am utterly shocked and disappointed with the Panasonic product and their service. Having paid such a huge price for a TV no customer will expect that it will start giving trouble within one year and four months. The service centre responses to my problem were extremely delayed, unhelpful and outright rude. Rather than trying to help and find a way or solution for the customer the attitude was simply to wriggle out of the warranty commitment. I request Panasonic management to urgently and with utmost priority look into this matter and to arrange for replacement of my TVs panel without any extra costs or refund my purchase amount I paid for their product.

SAURAV PAUL
[protected]