Anyone any advice regarding screen replacement under warranty and how to move this issue forward? I’ve been back and forth with Panasonic’s quite poor customer service department, now 36 emails deep, since mid December and am getting nowhere fast.
65 inch version purchased from Richer Sounds in 2016.
- Claimed under warranty direct with Panasonic December 2019 as the TV panel had 7 dead pixels, bad banding and edge clouding.
- Martin Dawes service team were sent out by Panasonic to repair and replace the bad panel with a new one.
- Brand new panel once switched on had 17 dead pixels and the same, but worse, banding and clouding.
At this point I informed Panasonic CS via email of the problem and requested a replacement TV. They came back to say all they could offer was another replacement panel. I pointed out it’s highly likely the same problem would occur again, that I’m not happy with another panel, and they need to acknowledge this machine has numerous reports of bad panels, and exercise some sympathetic customer service given the high price of the TV, and repeated issues I’m facing.
Per consumer advice listed on Which? and Citizens Advice :
The Consumer Rights Act 2015 makes it an implied term of the contract I have with Panasonic that goods be as described, fit for purpose and of satisfactory quality.
As they are in breach of contract and I've owned the product for less than 6 years and a previous attempt at repair or replacement has also failed, I am within my statutory rights to ask for it to be replaced at no further cost to me.
I’ve emailed them this consumer advice and given them the recommended 14 days to reply with a course of action. This 14 days period ends tomorrow and I’ve had zero response from Panasonic.
Any opinions and advice would be most appreciated.
Thanks folks.