Panasonic — defective tv remote

My name is pratish chavan and want to inform you that, i have bought new led tv on 17th may 2018 as per below details.
Make – panasonic led
Model – th-43es480dx
Sr no – 182psd023s00162

I am staying in ambernath west and was searching to buy new tv. I had finalized the sony tv but one of my cousin suggested me to buy panasonic tv. I had searched many showrooms in kalyan, ulhasnagar and ambernath area but not found suitable retailer who deals with panasonic brand. As suggested by my cousin i have bought new led panasonic tv all the way from kurla (West). The only reason i bought this panasonic tv was my cousin always talks about great customer service experienced about the panasonic brand.

But my experience is totally different, within 3 months only i found that tv remote is not properly working. Even if i insert the new batteries it last only for couple of days. I tried to call panasonic customer service centre in the month of aug 2018 but original bills was not found at that time. Last week we suddenly found original bills of tv and immediately launch the complaint.

During last 7 days we are talking with various executives and technicians but no one is ready to provide proper solutions on the issue. Whenever i called to customer service executive they only promised to solve the problem but not tracking the end to end issue. One of your service executive has given the technician number also but whenever i called the technicians they provides the number of someone else. One of your technician was visited and saw the remote condition, he also agreed that there is some defect in the piece.

Just wanted to know have you outsourced your customer service team/technician team? They are not at all aware about your company’s vision, mission and ethics. As panasonic is one of the preeminent brand in the market, its responsibility of your every employee (Including outsource employee) to first understand the issue and then provide solutions on same. During last 7 days i have observed that everyone is just focusing on tat to close the call rather than understanding the exact issue.

I agree that there was delayed from my end to registered a complaint but this is because my original bills were at kurla and i was searching the same at ambernath. Last week only i had suddenly found these bills in my kurla home. Request you to kindly look into my complaint and provide the proper solutions. Also note that have experienced very poor service from your team.

Since the remote was found defective within 3 months only, its your responsibility to replace within warranty period. Kindly check and do the needful at earliest.

Also just wants to suggest that, i am also working in the service industry since last 18 years, sustain the brand image is difficult task and its responsibility of every employee (Including vendors) to aware about company's vision, mission and ethics. While talking to your technicians (I thought they are third party vendors) i found that they are least bother about company's image and don’t have etiquettes while dealing with customers.

Thanks in anticipation and hope you will provide the resolution very soon.

Yours unsatisfied customer,
Pratish chavan
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