Complain about a product or service

Panasonic TVs

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Margaret of Lakewood OH (11/27/04):
I purchased a Panasonic TV/DVD/VCR Combination - model #pv-dm2792 and at the same time purchased a 5 year in home service warranty. The VCR stopped recording and the picture tube was having problems keeping the picture (loud noise with white fuzz took over screen and woulnd't get better). After several calls to customer service a 'technican' came to my home. Tore the tv up all over the living room. Was not able to fix.

He (Mike) said he'd have to call his boss and tell him he wasn't able to fix television. I asked how long. He said he'd submit paperwork and call me back. NO CALL EVER CAME. I called customer service (in INDIA!) where they were pleasant enough - but UNRESPONSIVE to my complaint. I then called the store where I purchased the unit and in home extended warranty. After they were also ignored by the technican and his boss, the store manager came to my home personally with another employee and picked up the television.

He got back to the store and called me back with the overview of the situation - the tv would be looked at my repairman to the store and if they were not able to fix it I would be given a new like model tv as replacement. They have tried to fix the tv and when they 'ran a diagnostic on it' they found it had not been repaired to working order. There have been several stories given - it was fixed and on the truck (never came)- a part was needed and has just never come in - to the tv is somewhere in the distribution center and can't be found.

The store manager had elevated this issue up three levels of management on his boss' side and also at the distribution center. Upper management is not responsive to this entire situation. Now as I call at least 3 times a week for an update I am now told that they are too busy and will call be back - NO CALL IS RETURNED to me. This problem arose in July 2004, technican to my home Aug 18, 2004, Sept 11, 2004 - acting store manger came to my home personally and picked up the unit - this was the last time I saw the television.

I have been without my television for more than 3 months now. I think the 5-year in-home warranty I purchased entitles me to a replacement of equal or greater value (frankly - I would be happiest if the $1,002.97 I paid was just refunded and I'd purchase a tv from a company that would be more responsive to my needs and not casually disrespect me as a woman).

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