Mark on my Plasma Screen

[Deleted member 2457]

Here's hoping you have better luck with John Lewis than I'm having with Panasonic and my retailer!

Why what did they say? :?

im still arguing with them that two white vertical lines down the middle of the screen is clearly a screen fault and nothing to do with the broadcast from bbc or itv. The fact you can see it on boot up and they still claim it's not faulty is unbelievable. I've past it back to the retailer to sort out although I'm not hopeful. They don't seem to want to replace the tv without Panasonic picking up the cost. I'm now on my 2nd tv and my fourth repair!

Hopefully as yours is John Lewis you'll get better customer service and a much better outcome.

Who is it? Name and shame them. Take some pictures too and give us a look.

 

[Oldboy]

im still arguing with them that two white vertical lines down the middle of the screen is clearly a screen fault and nothing to do with the broadcast from bbc or itv. The fact you can see it on boot up and they still claim it's not faulty is unbelievable. I've past it back to the retailer to sort out although I'm not hopeful. They don't seem to want to replace the tv without Panasonic picking up the cost. I'm now on my 2nd tv and my fourth repair!

Hopefully as yours is John Lewis you'll get better customer service and a much better outcome.

Oh dear rocketrazor :wall:

I can't beleive they are behaving like that infact I'm shocked a retailer would behave in such a fashion as a bad experience like that will tarnish their reputation, it's under warranty so I can't see why they are arguing like that. It's obvious from your description that there is a fault with the TV. How on earth they can claim it's your broadcast service when the fault is visible on the boot up screen is beyond me, what is your next course of action if your retailer fails to rectify the issue??

Personally I would be firing off emails, registered post and phone calls to Panasonic by way of complaint due to the treatment from your retailer, the TV needs repairing or replaced and there is no argument they can make against not carrying that out. Have you looked at the T&C's of your warranty to check the small print? Who actually covers the TV under the extended warranty?

Unfortunately this is a prime example of why selecting the correct retailer is just as important as the price you pay, name and shame them mate so others are not caught out when buying from them.

I really feel for you as this has gone on for far too long and you have been extremely patient so perhaps ramping up the pressure is the way forward, at least get some advice from the Citizens Advice consumer helpline here:

http://www.adviceguide.org.uk/england/consumer_e/consumer_protection_for_the_consumer_e/consumer_citizens_advice_consumer_service_e/if_you_need_more_help.htm

At the very least you would get a clear understanding of your legal position and how you should move forward, I just hope you get a solution soon as you must be getting angry by now.

 

[rocketrazor]

Here's hoping you have better luck with John Lewis than I'm having with Panasonic and my retailer!

Why what did they say? :?

im still arguing with them that two white vertical lines down the middle of the screen is clearly a screen fault and nothing to do with the broadcast from bbc or itv. The fact you can see it on boot up and they still claim it's not faulty is unbelievable. I've past it back to the retailer to sort out although I'm not hopeful. They don't seem to want to replace the tv without Panasonic picking up the cost. I'm now on my 2nd tv and my fourth repair!

Hopefully as yours is John Lewis you'll get better customer service and a much better outcome.

Who is it? Name and shame them. Take some pictures too and give us a look.

ill name and shame once I've got it all sorted.tv currently with repairer after I refused to pay to have it returned to me as they advise its not faulty.

i tried pics, but it boots up to quick to take a picture, doesn't come out on a blank screen when picture taken and affect pictures on panning shots, paused photos doesnt show it. Very frustrating.

 

[Oldboy]

Who is it? Name and shame them. Take some pictures too and give us a look.

Definately on both counts. Name them and post some pics rocketrazor

 

[rocketrazor]

im still arguing with them that two white vertical lines down the middle of the screen is clearly a screen fault and nothing to do with the broadcast from bbc or itv. The fact you can see it on boot up and they still claim it's not faulty is unbelievable. I've past it back to the retailer to sort out although I'm not hopeful. They don't seem to want to replace the tv without Panasonic picking up the cost. I'm now on my 2nd tv and my fourth repair!

Hopefully as yours is John Lewis you'll get better customer service and a much better outcome.

Oh dear rocketrazor :wall:

I can't beleive they are behaving like that infact I'm shocked a retailer would behave in such a fashion as a bad experience like that will tarnish their reputation, it's under warranty so I can't see why they are arguing like that. It's obvious from your description that there is a fault with the TV. How on earth they can claim it's your broadcast service when the fault is visible on the boot up screen is beyond me, what is your next course of action if your retailer fails to rectify the issue??

Personally I would be firing off emails, registered post and phone calls to Panasonic by way of complaint due to the treatment from your retailer, the TV needs repairing or replaced and there is no argument they can make against not carrying that out. Have you looked at the T&C's of your warranty to check the small print? Who actually covers the TV under the extended warranty?

Unfortunately this is a prime example of why selecting the correct retailer is just as important as the price you pay, name and shame them mate so others are not caught out when buying from them.

I really feel for you as this has gone on for far too long and you have been extremely patient so perhaps ramping up the pressure is the way forward, at least get some advice from the Citizens Advice consumer helpline here:

http://www.adviceguide.org.uk/england/consumer_e/consumer_protection_for_the_consumer_e/consumer_citizens_advice_consumer_service_e/if_you_need_more_help.htm

At the very least you would get a clear understanding of your legal position and how you should move forward, I just hope you get a solution soon as you must be getting angry by now.

hi oldboy,

unfortunately it's panasonic themselves blaming the broadcast, I even have a letter from them!

i have legal advice with my bank and have indeed phoned them. My next point of call is to email / letter requesting full refund and then if declined to go via the credit card firm and then if need be small claims.

very painfull. Panasonic helpline though are useless.

 

[Oldboy]

ill name and shame once I've got it all sorted.tv currently with repairer after I refused to pay to have it returned to me as they advise its not faulty.

i tried pics, but it boots up to quick to take a picture, doesn't come out on a blank screen when picture taken and affect pictures on panning shots, paused photos doesnt show it. Very frustrating.

How frustrating :wall:

Could you take a video of the boot up process and the picture issue and post it up on YouTube as I done with my Samsung TV issue if it comes back with the same fault?? It's easy enough to do with a smartphone or digital camera

 

[rocketrazor]

ill name and shame once I've got it all sorted.tv currently with repairer after I refused to pay to have it returned to me as they advise its not faulty.

i tried pics, but it boots up to quick to take a picture, doesn't come out on a blank screen when picture taken and affect pictures on panning shots, paused photos doesnt show it. Very frustrating.

How frustrating :wall:

Could you take a video of the boot up process and the picture issue and post it up on YouTube as I done with my Samsung TV issue if it comes back with the same fault?? It's easy enough to do with a smartphone or digital camera

i only worked out how to get my camera to record after it was picked up, I don't have a smart phone

 

[Oldboy]

hi oldboy,

unfortunately it's panasonic themselves blaming the broadcast, I even have a letter from them!

i have legal advice with my bank and have indeed phoned them. My next point of call is to email / letter requesting full refund and then if declined to go via the credit card firm and then if need be small claims.

very painfull. Panasonic helpline though are useless.

Oh my god why on earth are they behaving in this fasion? Has a Panasonic engineer ever looked at the TV or has all this happened over the phone? If it's just been over the phone then I fail to understand how on earth they could reach that conclusion without inspecting the TV first.

At least you paid via credit card so you have some hope of recovering your money but I'm sure it won't be a simple process, this is just my personal opinion but if I was in your situation I would take them to the small claims court just for the hell of it and to have your day in court against them despite the time and cost of doing so. I hope it doesn't come to that though.

Would you buy another Panasonic TV after this experience though??

 

[Deleted member 2457]

im still arguing with them that two white vertical lines down the middle of the screen is clearly a screen fault and nothing to do with the broadcast from bbc or itv. The fact you can see it on boot up and they still claim it's not faulty is unbelievable. I've past it back to the retailer to sort out although I'm not hopeful. They don't seem to want to replace the tv without Panasonic picking up the cost. I'm now on my 2nd tv and my fourth repair!

Hopefully as yours is John Lewis you'll get better customer service and a much better outcome.

Oh dear rocketrazor :wall:

I can't beleive they are behaving like that infact I'm shocked a retailer would behave in such a fashion as a bad experience like that will tarnish their reputation, it's under warranty so I can't see why they are arguing like that. It's obvious from your description that there is a fault with the TV. How on earth they can claim it's your broadcast service when the fault is visible on the boot up screen is beyond me, what is your next course of action if your retailer fails to rectify the issue??

Personally I would be firing off emails, registered post and phone calls to Panasonic by way of complaint due to the treatment from your retailer, the TV needs repairing or replaced and there is no argument they can make against not carrying that out. Have you looked at the T&C's of your warranty to check the small print? Who actually covers the TV under the extended warranty?

Unfortunately this is a prime example of why selecting the correct retailer is just as important as the price you pay, name and shame them mate so others are not caught out when buying from them.

I really feel for you as this has gone on for far too long and you have been extremely patient so perhaps ramping up the pressure is the way forward, at least get some advice from the Citizens Advice consumer helpline here:

http://www.adviceguide.org.uk/england/consumer_e/consumer_protection_for_the_consumer_e/consumer_citizens_advice_consumer_service_e/if_you_need_more_help.htm

At the very least you would get a clear understanding of your legal position and how you should move forward, I just hope you get a solution soon as you must be getting angry by now.

hi oldboy,

unfortunately it's panasonic themselves blaming the broadcast, I even have a letter from them!

i have legal advice with my bank and have indeed phoned them. My next point of call is to email / letter requesting full refund and then if declined to go via the credit card firm and then if need be small claims.

very painfull. Panasonic helpline though are useless.

Yep, you got to issue the letter requesting a full refund. Enough is enough!

 

[Oldboy]

Yep, you got to issue the letter requesting a full refund. Enough is enough!

Agreed. Time to get your money back and buy elsewhere, shocking treatment from both your retailer and Panasonic though :shame:

 

[rocketrazor]

hi oldboy,

unfortunately it's panasonic themselves blaming the broadcast, I even have a letter from them!

i have legal advice with my bank and have indeed phoned them. My next point of call is to email / letter requesting full refund and then if declined to go via the credit card firm and then if need be small claims.

very painfull. Panasonic helpline though are useless.

Oh my god why on earth are they behaving in this fasion? Has a Panasonic engineer ever looked at the TV or has all this happened over the phone? If it's just been over the phone then I fail to understand how on earth they could reach that conclusion without inspecting the TV first.

At least you paid via credit card so you have some hope of recovering your money but I'm sure it won't be a simple process, this is just my personal opinion but if I was in your situation I would take them to the small claims court just for the hell of it and to have your day in court against them despite the time and cost of doing so. I hope it doesn't come to that though.

Would you buy another Panasonic TV after this experience though??

i don't think after this experience I'm likely to buy anything panasonic ever again.

Its all done through the Panasonic approved and authorised repairer. God only knows what they are sending them to make the diagnostics :wall:

 

[rocketrazor]

To give panasonic the benefit of the doubt I'm calling them direct to cut out the middle man incase they are getting duff information. ray:

 

[Oldboy]

All I can say my friend is that it drove me mad when I got a similar response when I got hit by the Sony backlight issue a good few years back now, the Sony centre in question would do nothing and Sony customer services were next to useless and would't even admit that there was an inherent fault with the TV. I got extremely angry in the end and had it out with the manager of the store on a busy Saturday afternoon and despite him trying to usher me into the office I continued to advise customers in the store of my plight, of course people started to leave the store and only at that point did he actually start to listen.

It was an act of desperation and anger on my part and I'm not for one minute saying you should do anything similar but I felt backed into a corner, I did have the small claims court papers in my hand though as I had to go past the store that day and showed everyone in the store what it had come to...I can't help but laugh looking back on it as I'm not that sort of person and don't really like confrontation. It did work though and I got a full refund but I was prepared to go to court so I know exactly how you feel.

It took years for me to get over it and I bought my only Sony TV since then last year and it was great. I've found Panasonic customer services very good on the phone and they were very helpful when my bluray player was causing a HDMI handshake issue with my new TV and they were great when I had severe IR and burn on my GT20 TV so give them a call and explain where you are at right now with the TV. I'm surprised you haven't done it already as it goes as all my contact was made that way and my TV repair was arranged that way too so it's well worth contacting them and cutting out the rather pathetic sounding middle man.

I really hope it's good news soon and I would be angling for a full refund and nothing less now, I don't think anything else is a viable option as you have lost all faith in Panasonic. If it makes you feel any better I went through 3 GT30 TV's and the third was attempted to be repaired 3 times before I got my money back after a fight with Richer Sounds, I wrote to them via email after getting the address of one their senior managers from these very forums and also wrote to the founder Julian Richer. Only after taking those steps did I get anywhere with them so stick with it and don't give up and you will get your money back in the end.

 

[Deleted member 2457]

To give panasonic the benefit of the doubt I'm calling them direct to cut out the middle man incase they are getting duff information. ray:

If you get stuck just post on here and we will try and help. I had to go to Consumers Direct and Trading Standards, you give them a call, and they then guide you through what to do.

 

[Deleted member 2457]

Here is the number:

http://www.adviceguide.org.uk/england/consumer_e/consumer_protection_for_the_consumer_e/consumer_citizens_advice_consumer_service_e/if_you_need_more_help.htm

 

[rocketrazor]

Here is the number:

http://www.adviceguide.org.uk/england/consumer_e/consumer_protection_for_the_consumer_e/consumer_citizens_advice_consumer_service_e/if_you_need_more_help.htm

cheers gel, I've saved the link incase I need it

 

[rocketrazor]

All I can say my friend is that it drove me mad when I got a similar response when I got hit by the Sony backlight issue a good few years back now, the Sony centre in question would do nothing and Sony customer services were next to useless and would't even admit that there was an inherent fault with the TV. I got extremely angry in the end and had it out with the manager of the store on a busy Saturday afternoon and despite him trying to usher me into the office I continued to advise customers in the store of my plight, of course people started to leave the store and only at that point did he actually start to listen.

It was an act of desperation and anger on my part and I'm not for one minute saying you should do anything similar but I felt backed into a corner, I did have the small claims court papers in my hand though as I had to go past the store that day and showed everyone in the store what it had come to...I can't help but laugh looking back on it as I'm not that sort of person and don't really like confrontation. It did work though and I got a full refund but I was prepared to go to court so I know exactly how you feel.

i have considered doing this as well, but its a very last resort

 

[Oldboy]

i have considered doing this as well, but its a very last resort

That's exactly where I had got to, court action was the only option left to me as I had stated my case and formally rejected the TV. That day as I passed the store I was just full of rage and thought enough is enough...I've tried being polite and logical and it got me absolutely nowhere! I made the right decision though and don't regret it in any way, I never swore or threatened anyone and just spoke the truth.

 

[rocketrazor]

No phone call today from Panasonic |(

back to escalating with the retailer tomorrow, they have had a week since my last email

 

[Deleted member 2457]

No phone call today from Panasonic |(

back to escalating with the retailer tomorrow, they have had a week since my last email

Not good. I would definitely seek advice from that number.

 

[Oldboy]

No phone call today from Panasonic |(

back to escalating with the retailer tomorrow, they have had a week since my last email

Not good at all.

Give Panasonic one last call before you contact citizens advice though and explain you were waiting for a call from them, don't let them fob you off this time and insist to speak to someone who can actually help you. Tell them you are on the verge of legal proceedings which is pretty much where you are now.

If that gets you nowhere then get the legal ball rolling and get some advice, that's your only recourse then I'm afraid.

 

[rocketrazor]

No phone call today from Panasonic |(

back to escalating with the retailer tomorrow, they have had a week since my last email

oh shock, the guy how needs to deal with my issue has been away! Why couldn't someone tell me that earlier? Poor poor customer service from the retailer.

 

[Deleted member 2457]

The guy from John Lewis has agreed the screen is a right off just waiting to see what they do!

 

[Deleted member 2457]

The mark seems to be getting worse day by day!

 

[rocketrazor]

At least his agreed its faulty. Did he indicate if a repair or replacement was likely?