| Address: Kolkata, West Bengal, 033 |
Service request No. for LCD/LED - R[protected] dated 12 December, 2015. Hi, I had made a complaint at your Call Centre on 12th December, 2015, about my Panasonic LED TV 42", Model NO. LED TH-42A410D, Invoce No. 5624/1516/01161, date of purchase 14/04/2015 from Khosla Electronics Pvt. Ltd., Kankurgachi Showroom, Kolkata, which was under the Warranty Period. Panel dispute, Black spots on the TV Panel and it is slowly increasing from day to day. I have been regularly following it up since then with your Customer Services, however till date the TV has not been repaired or replaced. The TV mechanic who did visit our residence, checked the TV and said that a part i.e TV Panel was to be replaced, but would take some time to procure. But till date the COMPLAINT, still stands as it is and there has been no action or solution provided from Panasonic. Every time that we phoned up to query on the status of the COMPLAINT, it was the same reply, 'No Part'. No doubt I got calls and false assurances from your Service Centre & Panasonic Offices at Kolkata, to inform me that my replacement LED TV has arrived at the Service Centre. However, after thirty days your Service Centre Associate informed me that the part i.e. TV Panel is not available, we will replace your TV with another TV model and for this I have to pay them an amount of Rs. 6, 100/- approx. to get the TV replaced. I was agreed to pay for the replacement, when the Panasonic TV was still in the warranty period. And as per your warranty the TV would be either repaired or replaced within the one year warranty period. It is now 1 month 9 days i.e. 40 days to be exact, since my complaint, and so far the TV has NOT been repaired or replaced. I am very very disappointed with the after sales services provided by Panasonic. I am asking for simultaneous quick & prompt actions to be taken for repairing OR replacing the TV. I am requesting you to kindly look into the matter and have the TV repaired or replaced, as is the standard procedure. As a CONSUMER, I have PAID AND fulfilled all the terms and conditions that Panasonic has put to us. WHEN IS PANASONIC GOING TO OBLIGE & FULFILL ITS PROMISES AS PER THEIR WARRANTY TERMS & CONDITONS??? The Panasonic tag line says – “A BETTER LIFE, A BETTER WORLD. SOLUTIONS FOR A BETTER WORLD.” You need to CHANGE this, so far Panasonic has NOT provided a better life or a better solution to me. Prasanta Ghosh, 17F, Sitala Tala Lane, Kolkata-700011, West Bengal, Ph. [protected]
Panasonic India customer support has been notified about the posted complaint.
Purchased Panasonic A400D (TP) on 04.05.2015 from Snehanjali, Kandivili-(W), Mumbai -67 vide Invoice no. K500528S, dated 04.05.2015.
LED had on 14.05.2015 gone out of order with failure of LED panel, as informed by technician with very limited electronics knowledge & the same technician had asked for One Month for repair. I requested to give me replacement at the earliest. The LED is having problems time and again. Technician had also advised to get it replaced. In future what would develop is unknown.
On 16.06, the TV did not start. Complaint was lodged with the dealer and they informed us that technicians would visit on 17th. On visit by technician, on 16th itself he informed that the mother board is faulty and would take two working days. He was again asked to replace this ever occurring faulty set to which he replied that it is done only from Dadri Office and it is a lengthy procedure. The replacement of mother board would take at least a weeks time. On third day when the technician was contacted, he gave excuses of rainy season and asked to talk to Panasonic Dadri Office. The dealing executive at Dadri Officein formed and continued the technicians version of rainy season and it may take more than 10 to 15 days. However, there was yet to be a positive response. Blank screen continued to persist and stare at our faces. For a multi-national Co. seems it is very disgusting to even repair a new TV set becoming inoperative and cannot be attended by employed Indian technicians.
On 07.10.2015, LED again went bust with no on-screen reception. On complaint to Dadri office thro' mail, technician visited from Mumbai Service Centre and informed of LED panel failure again, since the last repair of June 2016. It was informed of replacement of LED panel would take 20 days subject to issue of new LED pane from Dadri Office. However after 10 days agony, finally repaired on 17.10.2015,
Numerous mails to higher authorities based in Chennai have fallen on blind eyes with no response at all. Dadri Office simply responds with their standard printed mails for customer pacification.
LED went defunct again on 04.02.2016, and there was no reception on screen. The TV stand by light was simply blinking and the agony had again started. It was requested that the faulty unit may be replaced, but the consumer is being harassed, for no reasons, with repeated earlier mails requesting for replacement. this being the fourth occasion the LED has developed snag despite replacing mother board, LED circuit twice etc.
For a giant multi-national, the behavior seems orthodox with employing and training Indian persons least bothered for customer satisfaction.
Does not Panasonic have reason for this repeated faults or are bent on agonizing / harassing customers ?
Does not Panasonic employ skilled and adapt technicians who would positively advise senior management officials of the recurring fault?
Is Panasonic devoid of technology failure to ensure trouble-free viewing being the democratic right of consumer?
Is there no team of experts in Panasonic to at least cater to such complaints recurring in nature ?
Through various of my dated mails, I have deeply expressed disinterest in using the product any more until replacement is ensured at the earliest. or GUARANTEE FAULT-FREE reception & viewing, this fault being fourth occasion in nine months since purchase.
Blatant lies are made by Dadri Office in conveying thro mail that service teams are en-route for repair job, but are unable to contact my given mobile no. I was never contacted on my given no. by any technicians of service center. However I did receive calls from Dadri office thrice and Mumbai office twice, for which I have saved the call records. My daughter had contacted Mumbai Helpline:[protected] ;[protected], on day of lodging the complaint - 04.02.2016 - in regard to which she was asked the visit would not be possible for at least two days. Name of Technician could not be ascertained. Hence your assurance of your technicians en-route and not receiving calls on given contact no. is totally incorrect.
Finally, technician visited around 12.30 hrs on 05.02.2016, and informed of failure of LED panel - WHICH IS FOR THE SECOND TIME IN THREE MONTH - ! it would take at least 20 days subject to receipt of spare from your Noida Centre.
Following are the complaint nos.
Complaint no C[protected] date 14.05.2015
Complaint no C[protected] date 19.06.2015
Complaint no C[protected] date 14.10.2015
Complaint no:C[protected]. date 04.02.2016
Hats off to Panasonic for using Indian soil for their expansion.
Very disgusting. God bless Panasonic.