TV Nightmare - resolved

Footslog

In Sept 2019, I bought my mother a Panasonic 43" UHD TV from Richer Sounds, with a 6-year guarantee, paid by debit card.

In Jan 2020, the screen started to go blank intermittemtly. Richer Sounds referred me to Panasonic. A Panasonic engineer attended twice - the TV was working first time, but 2nd visit they saw the fault and said it needed a new screen. The screen was on 'back order' so in late Feb 2020, Panasonic agreed to replace the TV for a new one of the same model, sourced from Richer Sounds.

Fast forward to Jan 2021 and the replacement TV has started doing the same thing - screen going blank. Richer Sounds again referred me to Panasonic.  Engineer came out yesterday, and again, it was working OK while he was there. 

Can anyone suggest what my options are?  I really don't to go through the same drawn-out process of waiting for the fault to recur 'reliably' so that an engineer can see it.  My mother is 98 and in failing health, so I feel time is of the essence.  TBH, I'd go out today and buy another brand of TV for her sake, but do I just give up on this one?     

Browntoa

Your contract is with Richer sounds , I would be back onto them .

Their customer service is normally spot on

JJ_Egan

RS extended warranty is via Panasonic first five years if they offer such .

If you had the TV you may be able to find when the fault occurs .

Footslog

Browntoa said:

Your contract is with Richer sounds , I would be back onto them .

Their customer service is normally spot on

I've contacted them again, and they are "seeing if they can offer something off another TV".  I'm awaiting their call back.    

Spank

Does your mother have a device with a camera so she can record the fault when it happens?

Footslog

Spank said:

Does your mother have a device with a camera so she can record the fault when it happens?

Thanks for the suggestion but sadly not, and she would not be capable of using a device like eg. a phone camera.  
When this happened to with original TV, by chance I was at her house a few days after the engineer's first abortive visit, when the TV stopped working and I was able to record it on my phone. I sent the recording to the engineers who agreed to come out again, without charge. 

Footslog

Footslog said:

Browntoa said:

Your contract is with Richer sounds , I would be back onto them .

Their customer service is normally spot on

I've contacted them again, and they are "seeing if they can offer something off another TV".  I'm awaiting their call back.    

They've offered about £30 off an LG with fewer features than the Panasonic which is rather disappointing.    

Richer_Sounds_Company_Representative

Footslog said:

In Sept 2019, I bought my mother a Panasonic 43" UHD TV from Richer Sounds, with a 6-year guarantee, paid by debit card.

In Jan 2020, the screen started to go blank intermittemtly. Richer Sounds referred me to Panasonic. A Panasonic engineer attended twice - the TV was working first time, but 2nd visit they saw the fault and said it needed a new screen. The screen was on 'back order' so in late Feb 2020, Panasonic agreed to replace the TV for a new one of the same model, sourced from Richer Sounds.

Fast forward to Jan 2021 and the replacement TV has started doing the same thing - screen going blank. Richer Sounds again referred me to Panasonic.  Engineer came out yesterday, and again, it was working OK while he was there. 

Can anyone suggest what my options are?  I really don't to go through the same drawn-out process of waiting for the fault to recur 'reliably' so that an engineer can see it.  My mother is 98 and in failing health, so I feel time is of the essence.  TBH, I'd go out today and buy another brand of TV for her sake, but do I just give up on this one?     

Hi there,

I was obviously concerned to read your thread regarding the problems you've been having with a Panasonic television.

So that I may investigate further, and resolve the matter to your satisfaction, please could you drop me an e-mail with your details? My address is...

tomg@richersounds.com

Sincere apologies again, hope to hear from you soon.
Tom Griffiths
Head of Customer Service
Richer Sounds

Footslog

Richer_Sounds_Company_Representative said:

Footslog said:

In Sept 2019, I bought my mother a Panasonic 43" UHD TV from Richer Sounds, with a 6-year guarantee, paid by debit card.

In Jan 2020, the screen started to go blank intermittemtly. Richer Sounds referred me to Panasonic. A Panasonic engineer attended twice - the TV was working first time, but 2nd visit they saw the fault and said it needed a new screen. The screen was on 'back order' so in late Feb 2020, Panasonic agreed to replace the TV for a new one of the same model, sourced from Richer Sounds.

Fast forward to Jan 2021 and the replacement TV has started doing the same thing - screen going blank. Richer Sounds again referred me to Panasonic.  Engineer came out yesterday, and again, it was working OK while he was there. 

Can anyone suggest what my options are?  I really don't to go through the same drawn-out process of waiting for the fault to recur 'reliably' so that an engineer can see it.  My mother is 98 and in failing health, so I feel time is of the essence.  TBH, I'd go out today and buy another brand of TV for her sake, but do I just give up on this one?     

Hi there,

I was obviously concerned to read your thread regarding the problems you've been having with a Panasonic television.

So that I may investigate further, and resolve the matter to your satisfaction, please could you drop me an e-mail with your details? My address is...

tomg@richersounds.com

Sincere apologies again, hope to hear from you soon.
Tom Griffiths
Head of Customer Service
Richer Sounds

Thanks Tom, I have emailed you as suggested. 

Footslog

Just to advise, the issue has now been amicably resolved by myself and Richer Sounds.  Many thanks to those forumites who offered advice and suggestions.

mattyprice4004

What was the resolution? It might help someone else in future