or Connect
AVS › AVS Forum › Display Devices › Plasma Flat Panel Displays › Dealing with panasonic support, advice
New Posts  All Forums:Forum Nav:

Dealing with panasonic support, advice

post #1 of 18
Thread Starter 
Hi,

Here's my story. I've recently purchased a Panasonic TC-P54Z1 and it turned out to be a lemon. I was surprised when I dealt with customer service, they were generally rude and short with me, they didn't really care that about my situation and were really short with me. All I wanted to know was if my 54Z1 couldn't be repaired if they'd replace it with another one that worked. For a $6000 dollar TV that is still under warranty, I was shocked by the service.

I had the opposite experience with my old Samsung plasma, a c8000 that I gave to my brother. Samsung was extremely helpful and willing to do what is necessary to correct the situation, quickly replacing my TV.

So a tech came on friday and confirmed that I had an issue with the TV that needed repairing. He said he never saw the issue before (REALLY BAD horizontal band/line bleed, NOT the rolling line bleed to due ground loops). He said there is a really good chance he could not repair it/ it cant be repaired.

So my question.... if it can't be repaired I want a replacement, but when I called friday they said they did not have any TC-P54Z1 available. If you check on amazon, its still $5000 brand new. What I would like panasonic to do is replace it with a the equivalent model of 2011, except there is no equivalent model. The Z1 was a rare high end model, so I think what would be fair is an exchange for a 65inch VT30, or at the VERY LEAST the 55inch VT30.

Does anyone here have any advice with dealing with panasonic support? Maybe they know someone in particular to contact? I was very upset/ disappointed by the way my calls so far have been handled. If anyone has their own experience or advice I would appreciate it.

Thanks
post #2 of 18
Quote:
Originally Posted by lanthanidedude View Post

Hi,

Here's my story. I've recently purchased a Panasonic TC-P54Z1 and it turned out to be a lemon. I was surprised when I dealt with customer service, they were generally rude and short with me, they didn't really care that about my situation and were really short with me. All I wanted to know was if my 54Z1 couldn't be repaired if they'd replace it with another one that worked. For a $6000 dollar TV that is still under warranty, I was shocked by the service.

I had the opposite experience with my old Samsung plasma, a c8000 that I gave to my brother. Samsung was extremely helpful and willing to do what is necessary to correct the situation, quickly replacing my TV.

So a tech came on friday and confirmed that I had an issue with the TV that needed repairing. He said he never saw the issue before (REALLY BAD horizontal band/line bleed, NOT the rolling line bleed to due ground loops). He said there is a really good chance he could not repair it/ it cant be repaired.

So my question.... if it can't be repaired I want a replacement, but when I called friday they said they did not have any TC-P54Z1 available. If you check on amazon, its still $5000 brand new. What I would like panasonic to do is replace it with a the equivalent model of 2011, except there is no equivalent model. The Z1 was a rare high end model, so I think what would be fair is an exchange for a 65inch VT30, or at the VERY LEAST the 55inch VT30.

Does anyone here have any advice with dealing with panasonic support? Maybe they know someone in particular to contact? I was very upset/ disappointed by the way my calls so far have been handled. If anyone has their own experience or advice I would appreciate it.

Thanks

Today Panasonic reported a 10.2 billon dollar loss with sony , sharp. Due to all those korean companies . I guess they should of just released a kuru/panasonic back in 2010, but its their own fault for releasing minor tech improvements every year thats just a wwwwweeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee better than samsung lol.. They better come up with something big for 2013. Anyway i bet the president of Panasonic is telling their customer service employees to start cutting back on warrenty repairs. Think about how many reported FBR issues for 2011. Which they fixed. 300 dollars per visit. Not to mention all the other warrenty issues. Well i hope the japanese come back with something because it seems they are getting lazy when it comes to technology development. The way they are going we all will have korean OLED sets in our living rooms in 2016
post #3 of 18
sounds like it is in the techs hand.
if he can't fix it, then a similar valued TV should be offered.
Has the tech told Pana it is unfix-able?
post #4 of 18
Thread Starter 
Quote:
Originally Posted by CalWldLif View Post

sounds like it is in the techs hand.
if he can't fix it, then a similar valued TV should be offered.

Has the tech told Pana it is unfix-able?

We dont know yet if it can be repaired. He said hes never seen something like that before and he would have to call. He will update me monday.
Ive read some horror stories here and other forums when it comes with dealing with techs and getting a replacement... this is why id like to know if anyone has specific advice or knows someone i can talk to directly at panasonic

Any help is very much appreciated. Thanks
post #5 of 18
Thread Starter 
Quote:
Originally Posted by CSIG1001 View Post

Today Panasonic reported a 10.2 billon dollar loss with sony , sharp. Due to all those korean companies . I guess they should of just released a kuru/panasonic back in 2010, but its their own fault for releasing minor tech improvements every year thats just a wwwwweeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee better than samsung lol.. They better come up with something big for 2013. Anyway i bet the president of Panasonic is telling their customer service employees to start cutting back on warrenty repairs. Think about how many reported FBR issues for 2011. Which they fixed. 300 dollars per visit. Not to mention all the other warrenty issues. Well i hope the japanese come back with something because it seems they are getting lazy when it comes to technology development. The way they are going we all will have korean OLED sets in our living rooms in 2016

I love panny tvs but i think next time i will stick with samsung. Their customer service has always been amazing
post #6 of 18
If you read the various Samsung threads over the past few years their customer service is typically much worse than Panasonic's. I have dealt with Samsung on two defective TVs, two defective PC monitors, and one defective printer and they're customer service was terrible and inept. My sister-in-law is still fighting with them to fix or replace her $3,000 refrigerator that keeps breaking down and ruining hundreds of dollars worth of food. No thanks.

I am shocked that you'd pay $6,000 for a leftover 2009 model that was going for $1,300 at Best Buy a year ago !! But this may work in your favor now.....

Any TV is repairable, providing they have parts available, but they may determine that it's not worth the cost to replace a panel and various boards. If they refuse to fix it, you can insist on a refund of your purchase price since they don't make any TVs with the same features or design as the Z1. They have given refunds to several people here in the past. $6,000 will buy you four 55" ST30s and they'll have better picture quality than your Z1. If it were me, i'd just hope the TV is "unrepairable" so i could get my money back so i could get a better TV for way less money.
post #7 of 18
Hello,

I am surprised by this after my experience with Pany.

Regional Pany Tech was here twice.
First time to fix FBR issue.
Done. No problem at all.
He came over much quicker than I thought he would do.

Secont time to look at my image rentension issue.
Looked at it for a few moments and said he would call Service to order me a new panel.
All done no problem.

I personally have received outstanding customer service from them!
post #8 of 18
Thread Starter 
Quote:
Originally Posted by Mr.Panda View Post

Hello,

I am surprised by this after my experience with Pany.

Regional Pany Tech was here twice.
First time to fix FBR issue.
Done. No problem at all.
He came over much quicker than I thought he would do.

Secont time to look at my image rentension issue.
Looked at it for a few moments and said he would call Service to order me a new panel.
All done no problem.

I personally have received outstanding customer service from them!

I have no problem with the tech that came out. Although hes not sure what is wrong and had never seen the issue before, i cant blame him for that. My problems have been with panny service the.times i have called.
This is why in asking for advice with those that have called customer service with sucess.

@randy thats pretty scary story. I have all samsung appliances so i hope that never happens to me. When i have dealt with them for tv and monitors they have been excellent. I guess its all who u talk to
post #9 of 18
Thread Starter 
update

tech took the tv friday... still doesn't know whats causing the issue on the tv. this has me worried, i'm afraid this is going to drag out. he said he has been sending pictures to panasonic so they could help him figure out whats wrong with it. then he said he wouldn't know whats wrong with it until friday.

should it take this long to diagnose a tv? should i ask for a different tech?
post #10 of 18
I suspect they would want to see photos of the issue from him to determine if it is within spec or not before authorizing any repairs. As line bleed is normal on plasmas I would think it would have to be of another order of magnitude for them to consider it out of spec.

But hopefully that is the case & they fix it up for you or refund your money & you can get something newer. Cheering for you!!

Cam
post #11 of 18
Thread Starter 
Quote:
Originally Posted by Camster View Post

I suspect they would want to see photos of the issue from him to determine if it is within spec or not before authorizing any repairs. As line bleed is normal on plasmas I would think it would have to be of another order of magnitude for them to consider it out of spec.

But hopefully that is the case & they fix it up for you or refund your money & you can get something newer. Cheering for you!!

Cam

thanks! love the good vibe. it's def not normal line bleeding, the tech was certain there is an issue with the tv as am I
post #12 of 18
Thread Starter 
tomorrow will have been a week and tech still hasnt informed me with the issue is. what should i do?

UPDATE: I just learned that the tech just today started sending images of my problem to panasonic to try and get it fixed. i thought he was doing this monday.
post #13 of 18
Thread Starter 
Quote:
Originally Posted by lanthanidedude View Post

tomorrow will have been a week and tech still hasnt informed me with the issue is. what should i do?

UPDATE: I just learned that the tech just today started sending images of my problem to panasonic to try and get it fixed. i thought he was doing this monday.

so i just learned today that i was lied to and the problem still has not been replicated. i'm just at a loss on what to do. this is ridiculous. i'm going to call and talk to a supervisor today but i know they are just going to reject me.
post #14 of 18
Quote:
Originally Posted by RandyWalters View Post

I am shocked that you'd pay $6,000 for a leftover 2009 model that was going for $1,300 at Best Buy a year ago !! But this may work in your favor now.....

Quote:
Originally Posted by RandyWalters View Post

$6,000 will buy you four 55" ST30s and they'll have better picture quality than your Z1.


Out of serious curiosity OP... why did you buy old tech when you could have bought something much newer for 1/4 of the price?
post #15 of 18
Thread Starter 
Quote:
Originally Posted by VtoCorleone View Post

Out of serious curiosity OP... why did you buy old tech when you could have bought something much newer for 1/4 of the price?

i got a good deal on it, and i like the picture of the z1 much more than the ST (despite randy's opinion that st has better pq). i also think it has a better picture than the c8000 (not sure about d8000), as it replaced the c8000 in my home. 2011 VT prob has a better picture, but i love the overall look and design of the z1.


so an UPDATE...


i called panasonic up and had my tv returned back to me. as i mentioned before i purchased an extended warranty and i could go through magnolia/bestbuy. after a panasonic supervisor blatantly lied to me on the phone, i decided not to go through panasonic anymore and have best buy deal with them.

so geek squad came today, saw the issue, and contacted panasonic. panasonic said to order an A/V board (does that make any sense?). what is an av board? i may have misheard but i think thats what happened. so geek squad dude coming next week to swap the av board....
the tech from panny that took my tv had it for a week and a half and never ordered anything, or even diagnosed anything. this guy sees the tv for 30 mins and orders something.... i'm glad i went through best buy.

BTW both techs were very confused by the issue. its typical horizontal line bleed, but its REALLY BAD. i know some people on here complain about line bleed, and get the typical "its normal" response, but i've had several plasmas and nothing is normal about this particular line bleed, its several orders of magnitude worse than normal line bleeds.
post #16 of 18
Often, the guy they send is just a local tv repairman with a deal to do service calls for panasonic. There is no reason to expect them to be very good or even competent. When I had my set serviced under warranty, the buy couldn't even adjust it properly after the repair. He had to refer it to a local high end electronics store and have their ISF calibrate it properly. I found his shop a week later. It was a shack next to the railroad tracks full of old junk TVs.
post #17 of 18
Thread Starter 
Quote:
Originally Posted by jass5150 View Post

Often, the guy they send is just a local tv repairman with a deal to do service calls for panasonic. There is no reason to expect them to be very good or even competent. When I had my set serviced under warranty, the buy couldn't even adjust it properly after the repair. He had to refer it to a local high end electronics store and have their ISF calibrate it properly. I found his shop a week later. It was a shack next to the railroad tracks full of old junk TVs.

this has been a learning experience for me. i would have figured it was the opposite, best buy would be bad service and panasonic/manufacturer would be great service. turns out its the opposite way around.
post #18 of 18
As long as you're still under manufacturers warranty, BestBuy will gladly rebuild your set piece by piece. They do the work and bill everything to Panasonic. I had over $1600 worth of work done on a $600 plasma through BestBuy. They'll milk that manufacturers warranty for every penny they can.
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Plasma Flat Panel Displays
AVS › AVS Forum › Display Devices › Plasma Flat Panel Displays › Dealing with panasonic support, advice