Panasonic - details of a high-up manager, please.

NiteRider

I have posted another thread regarding a faulty piece of electrical equipment. I won't go into too many details here. (Will show the link if anyone wants)

On my behalf the retailer tried to speak to a high-up manager in Panasonic. The receptionist was very reluctant to connect him to a manager and when she eventually did, this person, Steve, would not provide his telephone number.

I have asked the following question in the earlier thread to which I referred but I thought i might get some joy in this section.

Is this normal behaviour for large companies in the experience of MSE-ers?

Does anyone have a name, direct telephone number and/or e-mail address for a high-up manager in Panasonic?

kuohu

Well, companies normally have customer relations departments which are set up specifically to deal with, uh, customer relations. They have the staff and procedures in place to deal with things. I would have thought that it was far more sensible to contact them than a different specific person, who will most likely pass the issue back to CR anyway.

Astaroth

There is little point in trying to email or telephone "a senior manager" - firstly very few of them deal with the operational side of the business and secondly 80% of a PAs job is to filter out people like yourself from making direct contact with them.... my PA checks all my emails and deletes/ forwards ones which I dont need to be interested in and likewise will answer all my telephone calls when it doesnt come up with a caller ID that is in my address book.

Whilst writting to a senior manager is also unlikely to be responded to by that person it does however normally mean that they will review the final response to the letter. You can buy a copy of a companies board of directors from https://www.companieshouse.gov.uk for £1 and it would be Panasonic UK Ltd that you want. This will give you the name of someone to write to.

Of cause the other question to make sure is that it is actually panasonic that you need to deal with and not the retailer with whom you have the contract and who has the legal duty to deal with 95% of issues

NiteRider

Thanks for the replies.

Kuohu
Tried Customer Services, no joy. The retailer spoke to (what I am fairly sure) was a CS manager who wouldnt agree to speak to me.

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Astaroth

Good post.

Yes, I agree, any legal action should be against the retailer. That is my plan, if necessary. I am awaiting a reply from the MD.

However I also wanted to contact someone senior in Panasonic to complain about their attitude. I have been a loyal customer for over 10 years. During this time I have purchased many Panasonic products (from various retailers)
CS didnt seem too concerned about this.

NiteRider

BTW, Kuohu, I did not appreciate the sarcasm in your post. MSE members have helped you in the past so please show courtesy to others

I am relatively new to the forum with only a handful of postings and you really should know better!

kuohu

There was no sarcasm in my post. (?)

NiteRider

kuohu wrote:

Well, companies normally have customer relations departments which are set up specifically to deal with, uh, customer relations.

This is the part I took this to be sarcastic

Otherwise why didnt you just say ".......contact Customer Services......." or something similar?

kuohu

I was trying to make the point that that was what customer services departments are for, although Astaroth did put it far more eloquently. My response may have been a bit abrupt but it wasn't sarcastic.

I still believe though that you're better off starting off with customer relations rather than some senior manager who will pass it back to CR anyway. But I'm not sure why they won't speak to you.

But anyway, that's that and I realise it's not an answer to what you asked originally in the thread.

Best wishes.

NiteRider

OK, Kuohu, thanks for your last post. No harm done

I'm inclined to agree with both of you that I wouldn't get any joy contacting a senior manager.

Regards

NiteRider

Well, success at last!!

I have posted in my original thread (please see link below) but in short the DVD recorder was repaired at no cost to me at I took the advice of both of you and just sent an e-mail to Customer Services at Panasonic. They have apologised and sent 2 replacement DVD-RAM discs.

http://forums.moneysavingexpert.com/showthread.html?p=3677044#post3677044

Thanks Kuohu and Astaroth for taking the time to post.

:xmassmile

kuohu

Woohoo! :j