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Problem with Panasonic TV - Help required
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[Deleted User]
Posts: 0 Newbie
Hi there
I'm after some advice on what to do regarding a situation with our 1 year old Panasonic Plasma TV.
Since July of this year we have had several issues with the TV and it has been off for repair 3 times in as many months. As the TV was under warranty we contacted Panasonic direct who told us to go to a Customer Service Centre to get the repair done under warranty, which we did. The last repair we had done (a replacement screen) has introduced a new fault with the screen, and Panasonic have effectively washed their hands of the problem. Here is a list of the faults that we've had (taken from emails sent to both Panasonic and the retailer):
Repair 1 – Beginning of July 2008
Problem – a large block on the top left hand side of the screen was a different
colour to the rest of the screen. The area started exactly half way up the
screen and covered the left third of the screen (i.e. the top left 1/6th of the
screen. After contacting Panasonic directly we were told to send the TV away
to be repaired under warranty to one of the service centres listed on the
Panasonic web site. The TV was therefore sent to R&B and we believe they
replaced some PCB Boards, R&B did not tell us directly what had been done to
repair the TV when asked. The TV was away for 2 weeks and when we got it back
the case and the left speaker were dented and the screen was chipped at the top
on the left hand side. This damage had been caused by R&B as the unit was in
perfect condition when we sent it away to be repaired.
Repair 2 – Week Commencing August 25th 2008
Problem – repair to the case damaged when it was away for repair the first
time. Although not Panasonics fault, we were again without a TV for about a
week. However I would expect a Panasonic recommended service centre to take
better care of the units that it is asked to repair in the first place. It
took R&B around a month to get a replacement case in stock. Case and screen
were replaced. Repair took 1 week to complete.
Repair 3 – Week Commencing September 22nd 2008
Problem – thin black line appeared towards the middle of the screen from the
halfway point to the bottom of the screen. The unit was again sent to R&B and
the screen was replaced again, this repair also took 2 weeks to complete.
Potential Repair 4 – 4th October 2008
Problem – on receiving the TV back on Saturday 4th October we decided to run a
test to bed in the new screen. On running this we discovered an area on the
left hand side of the screen where there is something that looks like a streak
of dirt under the glass. There are also multiple dead pixels in varying
positions on the screen as well as a number of pixels that do not display
correctly.
Considering that R&B (the repair centre) damaged our TV the first time it was sent off to them and have returned it after the latest repair with a new fault, we are no longer willing to send the TV off for repair and have requested a replacement TV with the same specification as our current unit.
Is this a reasonable request? I'm aware that the retailer should provide the replacement, but they are saying that Panasonic want to inspect the TV and we have to send it off to them again, I don't mind Panasonic coming to our house but I don't see why we should have to send the TV off again - is this unreasonable? When speaking to Panasonic (as I have done on several occasions now), they say they have no power to tell the retailer to provide a replacement or refund. The nature of the fault that has been introduced can really only be seen if you know what you are looking for so I'm concerned that Panasonic will say that everything is OK. At no point during the repairs have we been supplied with a loan TV (and while this isn't a real problem it is annoying).
Can anyone give me a convincing argument to use with the retailer for them to provide a replacement TV. I'm considering utilising the Section 75 protection as the TV was bought on my credit card - could this be used to claim a refund as the goods are clearly unsatisfactory even if they are now a year old (although the screen itself is brand new after being replaced at the beginning of the month!)
Any help would be greatly appreciated.
Thanks
Chibi
I'm after some advice on what to do regarding a situation with our 1 year old Panasonic Plasma TV.
Since July of this year we have had several issues with the TV and it has been off for repair 3 times in as many months. As the TV was under warranty we contacted Panasonic direct who told us to go to a Customer Service Centre to get the repair done under warranty, which we did. The last repair we had done (a replacement screen) has introduced a new fault with the screen, and Panasonic have effectively washed their hands of the problem. Here is a list of the faults that we've had (taken from emails sent to both Panasonic and the retailer):
Repair 1 – Beginning of July 2008
Problem – a large block on the top left hand side of the screen was a different
colour to the rest of the screen. The area started exactly half way up the
screen and covered the left third of the screen (i.e. the top left 1/6th of the
screen. After contacting Panasonic directly we were told to send the TV away
to be repaired under warranty to one of the service centres listed on the
Panasonic web site. The TV was therefore sent to R&B and we believe they
replaced some PCB Boards, R&B did not tell us directly what had been done to
repair the TV when asked. The TV was away for 2 weeks and when we got it back
the case and the left speaker were dented and the screen was chipped at the top
on the left hand side. This damage had been caused by R&B as the unit was in
perfect condition when we sent it away to be repaired.
Repair 2 – Week Commencing August 25th 2008
Problem – repair to the case damaged when it was away for repair the first
time. Although not Panasonics fault, we were again without a TV for about a
week. However I would expect a Panasonic recommended service centre to take
better care of the units that it is asked to repair in the first place. It
took R&B around a month to get a replacement case in stock. Case and screen
were replaced. Repair took 1 week to complete.
Repair 3 – Week Commencing September 22nd 2008
Problem – thin black line appeared towards the middle of the screen from the
halfway point to the bottom of the screen. The unit was again sent to R&B and
the screen was replaced again, this repair also took 2 weeks to complete.
Potential Repair 4 – 4th October 2008
Problem – on receiving the TV back on Saturday 4th October we decided to run a
test to bed in the new screen. On running this we discovered an area on the
left hand side of the screen where there is something that looks like a streak
of dirt under the glass. There are also multiple dead pixels in varying
positions on the screen as well as a number of pixels that do not display
correctly.
Considering that R&B (the repair centre) damaged our TV the first time it was sent off to them and have returned it after the latest repair with a new fault, we are no longer willing to send the TV off for repair and have requested a replacement TV with the same specification as our current unit.
Is this a reasonable request? I'm aware that the retailer should provide the replacement, but they are saying that Panasonic want to inspect the TV and we have to send it off to them again, I don't mind Panasonic coming to our house but I don't see why we should have to send the TV off again - is this unreasonable? When speaking to Panasonic (as I have done on several occasions now), they say they have no power to tell the retailer to provide a replacement or refund. The nature of the fault that has been introduced can really only be seen if you know what you are looking for so I'm concerned that Panasonic will say that everything is OK. At no point during the repairs have we been supplied with a loan TV (and while this isn't a real problem it is annoying).
Can anyone give me a convincing argument to use with the retailer for them to provide a replacement TV. I'm considering utilising the Section 75 protection as the TV was bought on my credit card - could this be used to claim a refund as the goods are clearly unsatisfactory even if they are now a year old (although the screen itself is brand new after being replaced at the beginning of the month!)
Any help would be greatly appreciated.
Thanks
Chibi
0
Comments
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we are no longer willing to send the TV off for repair and have requested a replacement TV with the same specification as our current unit.
Is this a reasonable request?
No........................................"Love you Dave Brooker! x"
"i sent a letter headded sales of god act 1979"0 -
Brooker_Dave wrote: »No........................................
Well that's a helpful contribution - in your eyes what would be a reasonable course of action? We've already had 3 repairs and the TV is still broken. What would you do in this situation?0 -
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I'd check with the CAB - in your position I'd want something sorted which didn't require me to send off the TV again. You have been more patient than I would have been.0
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speak to panasonic and state that your not prepared to have the matter procrastinated any further as clearly r&b have been ineffective of reparing the tv . I would take photos of the fault if you can.
Send them a recorded delivery letter enclosing copies of the photos and state that you require a replacement in view of r&b ineffectiveness at being able to resolve the problem and yet cause further problems.
you require a replacment tv and for the one that you have to be collected at your convenience considiering the size of the tv failing which you will issue a small claims summons against panasonic, R&b and the retailer - to cover yourself.0 -
Freddie_Snowbits wrote: »Sue for millions
LOL, I'm not interested in any financial compensation - I want a TV free from defects, which is what I had this time last year. I'm just tired of the cycle of repair / fault that has been going on now for 3 months with no real end in sight.0 -
speak to panasonic and state that your not prepared to have the matter procrastinated any further as clearly r&b have been ineffective of reparing the tv . I would take photos of the fault if you can.
Send them a recorded delivery letter enclosing copies of the photos and state that you require a replacement in view of r&b ineffectiveness at being able to resolve the problem and yet cause further problems.
you require a replacment tv and for the one that you have to be collected at your convenience considiering the size of the tv failing which you will issue a small claims summons against panasonic, R&b and the retailer - to cover yourself.
We have tried to take photo's of the fault, but it doesn't really seem to show up on any photo's we take. I have emailed Panasonic and they said the following:Thank you for your e-mail enquiry.
I am sorry to learn of the circumstances which have prompted you to write, and can appreciate your concern.
In response, I would explain that Panasonic is not able to accede to your request for an exchange product. Your contract of sale lies with your retailer, not with the manufacturer directly. Therefore any such decision would be for ASK Direct to make.
However, I would also stress that there is not an inherent defect with this model and there is therefore no reason why the problem that you are experiencing cannot be remedied by a qualified engineer.
I have spoken to R&B about the issue and they are not aware that the unit is currently not within specification. They tested the unit before returning it to you and will be happy to look at it again if you still believe the unit is faulty.
If they then experience any difficulties, they can contact our own dedicated technical support department for assistance.
I am sorry that I cannot fully accommodate you in your enquiry but trust that the above information will be of assistance to you. However, of course, if you should have any further queries, please do not hesitate to contact us and weI will endeavour to assist.
I'm currently waiting a call from a Pansonic engineer later today to arrange to collect the TV for inspection, and I'm going to see what they say about the situation. In the meantime I'm going to try and contact CAB and Trading Standards to see what they say.0 -
We have tried to take photo's of the fault, but it doesn't really seem to show up on any photo's we take. I have emailed Panasonic and they said the following:
I'm currently waiting a call from a Pansonic engineer later today to arrange to collect the TV for inspection, and I'm going to see what they say about the situation. In the meantime I'm going to try and contact CAB and Trading Standards to see what they say.
i would suggest drafting the claim form and sending it to all 3 defendants concerned as explained in my previous post and giving them 14 days to replace the tv, wether panasonic or the retailer replace the tv is down to them but at the end of the day why should you do all the running around waiting for the tv to be picked up etc.
i wouldnt accept the crap off them - they normally get into gear when a claim form lands on their doorstep0 -
I would suggest you contact consumer direct and they can give you advice on what to write in the letter to the retailer etc.0
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