My Panasonic 42PZ85 has just arrived and.........

[admin_exported]

......it a great looking TV. The silver bar at the bottom that made me debate its looks is in fact nowhere near as intrusive as I feared. A quick fiddle with the optimizer disc and a bit of final tweaking using my eye's and it's picture perfect! I know it's great using these optimizer discs but it's always worth remembering we all have our own ideas of what makes a picture great.

On closer inspection I do have slight surround distortions where I believe slightly longer screws have been used in the construction of the casing. There are two on the top horizontal area and two on the bottom area. As I sit straight on these are not visible unless I sit at a side viewing position. However, what I was not expecting was a rub mark on the very top silver line at the right hand corner. It's approx 6mm long and the black undercoat shows through. There are three more similar marks along this trim. The box was not damaged in any way so all I can conclude is that this is a manufacturing fault.

Do Panasonic have a Quality Control department?

I contacted Sound and Vision and they very quickly sent out a fault report form. They said that as the item was only with me for 4hrs before I phoned them they will 'probably' send me a direct replacement. So second time lucky.......I hope.

 

[Anonymous]

Thanks for putting this up skooby53. Ordered my 42PZ85 from Sound and Vision only yesterday, after a great deal of deliberation. Was between the 46 and 42, but seeing them both in action at S&V made my mind up really. Nice though the 46 is, I had to concede the point that I'd be sitting too close to it in my house to do the picture justice. Guy at S&V said I'd need to be sitting 15ft away from a 46'' to see it as it should be. He was right. 42'' was (naturally) a sharper picture up close, from the distance I'd be sitting.

So I'll be going over my tv with a beady eye when it comes - I'll look out for the scratching on the trim you've mentioned. I'm very picky with things like this - £900 you don't expect scratches. Hope you'll get satisfaction from S&V and Panasonic.

As a quick side note, I did find it very useful being able to see 'normal' broadcast tv on these TVs at Sound & Vision. I'll be going down the freesat route at some point, most likely when Humax come out with a freesat PVR. Until then I'll be on normal freeview. Obviously many shops show exclusively HD material onto the TVs in their showrooms, but for those of us who aren't there yet, it was very handy to see how good normal (non-HD) programming looks on these plasmas. I discounted the PZ81 because (for me), it's a half way house of a product, for significantly more money. For the difference in cash, I'll get a Humax FreeSat PVR when one appears.

Cheers.

 

[Anonymous]

Just a quick update, as mentioned in another thread I am still waiting to hear from Sound and Vision. The picture is still magnificent but the scratches are still annoying me grrrrrrrrr

 

[danwood6]

Waiting to hear??!! I think you should get on the phone. Then phone your credit card company if you get no satisfaction. Get it changed.

It's the law!

The Sale of Goods Act 1979 (as amended) says that goods should be as follows:

• Of satisfactory quality.
  
  This means the goods must meet the standards that any reasonable person would expect, taking into account the description, the price and all other relevant information. In some circumstances, the retailer may be liable for any statement made by the manufacturer about the goods.

Satisfactory quality includes the appearance and finish of the goods, their safety and durability and whether they are free from defects (including minor faults)

 

[danwood6]

Just asked my wife for you, (she works for Amex in disputes). She said provided you can prove you've made contact with them and that you've returned TV. (Send back recorded, DHL whatever). They will issue a full refund- she thinks this is the same with all credit card companies. Also they will refund your postage cost- if you ask!

Don't let them 'fob you off'. Tell them what to do!

 

[bigblue235]

Yup, if it's delivered faulty, you're entitled to a straight replacement, in almost all cases.

I went through three 32" Tosh picture frame CRT's, with all the hassle that that brought

All three had smear marks on the inside of the glass. To their credit, the retailer was fine about it, not all retailers are as helpful when it comes to returns.

Hope you get it sorted, if you don;t, get on the blower to citizens advice, they're the best place to turn to (says the man who used to work in retail returns depts!)

 

[Anonymous]

OK, the latest update is..... I need to take photo's of the affected areas and email them to Sound and Vision. The have said I should have never been told that a replacement would be sent! Well I have now taken the pictures and sent them off, I am really quite appalled by the way the have dealt with this. Also my fault report form never arrived, I sent it 1st class on Saturday.

I have used the information that was given to me in the above replies and made my position quite clear. I phoned my credit card provider who were very helpful and said they would be glad to open a retail dispute on my behalf.

I'll let you know how it goes, they are ringing me tomorrow, so watch this space.

 

[Anonymous]

OK guys/girls. I have now been informed by Sound and Vision that there will be no exchange or refund as myself or my wife must of damaged the plasma!

When the item was delivered my wife was asked to check the screen, which she did and its fine. The scratch is on the leading edge so is only visible when its on our stand at a higher level. She was never given the opportunity to view the item on the stand as the delivery men came in used the toilet and then left.

I have been told to put a letter of complaint in the post via recorded delivery outlining that I want a replacement. My credit card company say I need to return the item before they can dispute it. I am reluctant to do this as I will be £900+ out of pocket and will have no TV.

Help, what do I do now?

 

[Anonymous]

skooby53:

On closer inspection I do have slight surround distortions where I believe slightly longer screws have been used in the construction of the casing. There are two on the top horizontal area and two on the bottom area. As I sit straight on these are not visible unless I sit at a side viewing position. However, what I was not expecting was a rub mark on the very top silver line at the right hand corner. It's approx 6mm long and the black undercoat shows through. There are three more similar marks along this trim. The box was not damaged in any way so all I can conclude is that this is a manufacturing fault.

The problem with the screw marks is well known and various people have mentioned it on other forums. It's a manufacturing fault. Point that out to S&V.

 

[danwood6]

Send it back. Your card company will look after you. Also I think a sternly worded letter to Panasonic is in order, I'm sure they will be interested to hear how their agent is treating their customers.

Make a note of the serial number, take some photos and write a letter explaining why you are sending it back, and what you expect, (a full refund don't let this company keep your money!). Copy all of this to your card company & Panasonic. Obtain a P.O.D. for the TV (to show they have it back). Then send a copy of it to your card company.

At this point Amex would give you a full refund. Other companies may take a little longer but they do have to give you your money back. If not they are breaking the terms of the credit agreement you bought the goods under. I'm sure they will be very helpful.

Don't let them walk all over you.

 

[danwood6]

Oh yeah forgot, the reason you have to send it back first is because you can't have the TV and your money back. Sounds silly I know but apparently a lot of people try to do this....

 

[Anonymous]

Thank you for your advise regarding the credit card company. I have spoken to them, at the moment they can not help me as Sound and Vision have not yet taken the payment! As I am sure you all know it is not possible for me to stop the payment as purchasing via a credit card is a guaranteed form of payment. I have sent a letter of complaint via recorded delivery to Sound and Vision and contacted Panasonic UK customer services. I have sent them five pictures of the damaged area and agreed, if they wish, to have the item inspected.

My advise to anyone waiting for a plasma to be delivered from Sound and Vision, or indeed any other retail outlet, is to inspect it with a very critical eye. As previously mentioned my wife was only asked to check the screen. The small area that has failed to be painted on the top trim panel is only visible at certain angles. The bulges to the surround are only visible from a side viewing position while the plasma is at eye level. We were the first delivery of the day and the delivery team were edging towards the door as soon as they had used my toilet. I really wished she had made them wait while she assembled the stand and man handled the plasma onto our AV stand. This would of made us extremely unpopular as it would of taken at least 30mins. You live and learn.....

 

[Anonymous]

Slightly off topic but can anyone tell me if the stand swivels ? If not is this the case with most Plasmas ?

Thanks

 

[Anonymous]

Don't take any nonsense from them. Ask to speak to the manager and tell him/her you want a replacement. If that does not work Write a letter to the managing director of the company detailing exactly what has happened. Take a picture of the damage if you can, and point out that your wife was not expecting to be sent a damaged product.

If that does not work take them to the small claims court on the grounds that the product is not fit for purpose. Usually just starting legal proceedings is enough for them to take action.

A lot of firms just block to start with, to see if you will go away. BLOCK BLOCK BLOCK.

 

[Anonymous]

Thank you 'Very Annoyed' I have sent a letter to the managing director and operations manager of Sound and Vision. I sent them via recorded delivery so they cannot deny they have received them. I also sent them additional photographs and an accompanying e-mail. The e-mail and letters clearly state the problem and the resolution to the problem, it finishes with the my intention to pursue this matter through the small claims court if I fail to have a satisfactory outcome to this issue.

Thanks again.

 

[Anonymous]

At last they see sense, I have had a phone call and the courier will be in touch to arrange for a replacement to be delivered. It is a shame that they did not think to take my complaint seriously in the first place. We, as consumers, should be taken seriously and treated with respect in these matters and not fobbed off with weak arguments. After all it is us who provide them will their salaries.

One thing for certain, I will be going over the replacement very carefully and the delivery men will just have to wait.

Thank you for your help and advice with this problem, I will report on the condition of the replacement in the coming days.

Martin.

 

[Anonymous]

It seems to be standing operating procedure for many of these firms. They teach their staff to block and frustrate the customer, and then when the customer goes higher up the chain of command, the managers back down. It must be very depressing working for such managers.

I guess some people just get fobbed off by these tactics and then walk away, which saves the company money. But those of us who won't be fobbed off, end up taking up much more of the company's time and resources. So it is short term solution at it's worst.

Still, glad that you have got a replacement. Pity you have to go all through this nonsense, as it should be a pleasurable experience buying a new piece of kit.

 

[danwood6]

Glad you've got it sorted. Make the driver wait while you check the new one- this seems to be a common problem. If it has the same problem don't sign for it.

Maybe for your next purchase you should consult a local dealer. I find they get close to if not match internet prices most of the time, but you get to go and make a fuss if there's a problem, its much easier to resolve these issues when you can deal with someone face to face.

 

[Anonymous]

Don't worry the delivery men will have a long wait this time. I know it's not their fault so maybe I will offer them a cuppa while they wait! I take on board your advice regarding local dealers, but, at the time I purchased this item none of them could get close to S&V so I researched them and they seemed very good, maybe I was just unlucky. However, the service was still shocking

Just to rub salt into the wounds my local Curry's now has the item for £899 and that's £10 cheaper than I paid. I know from experience that this is always the way with this type of product. I suppose in 6 months it will be nearer £800!

Thanks again, Martin.

 

[Anonymous]

Just to report the replacement has arrived. I am pleased to say it's perfect, the delivery team were very helpful and helped me examine the TV this time. I made a point of writing on the delivery invoice that it 'Seemed OK on initial inspection but not tested' I really hope this is the end of the matter and I can now sit back and enjoy my new purchase.

Thank you to those of you who offered very good advice and I hope maybe this will help anyone else out who suffers at the hands of bad customer service, Martin.