Biker Dave
Established Member
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- Dec 14, 2004
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I have chosen this forum to share my findings as I couldn't find an exact forum topic on the titled subject but if the mods wish to move it please do.
I have recently had to have a extended warranty repair undertaken on my Panasonic plasma although the thread is general to all equipment. The authorised repair centre came to my house and subsequently removed the screen for further 'testing'. The screen was eventually returned with no fault found (their opinion only) and put back on the wall. The screen was returned in an appalling condition, dusty, dirty fingermarks etc. They only cleaned it after my wife said I would not be happy when I got home; She signed the paperwork and they left as quick as they could. Upon my return home I found the screen had been scratched by the repair company and to this day they point blank refuse to admit they caused it even though they have admitted to failings in their process. If anyone wants the full story please pm me.
The points I learnt are as follows:
1) The manufacturer will not accept responsibility and pass the blame to their authorised repair centre telling you to deal with them directly. It appears that all manufacturers have gone down the 'outsourcing route' and this gives them an easy get out.
2) When signing ANY paperwork make sure all the details and boxes are ticked to reflect EXACTLY the condition of your kit before letting them touch it.
3) If the kit has to go away ask for the process of transportation including transport bags.
4) Make sure they wear gloves or remove rings / jewellery before handling your kit, they won't admit to causing the damage.
5) Ask how they intend to 'diagnose' your issue if the set is being taken away. The term diagnostics appears to mean very different things to different people. If their 'diagnostics' means their ears vs your ears then you will not win, trust me. Make sure they have test specs to work to, in my case Panasonic (allegedly) had no specs so it was their ears vs mine.
6) When the kit is returned do NOT let them leave until you have inspected the kit and are absolutely happy with it or make sure you make reference to this on the paperwork
I have told Panasonic I will never buy one of their products again despite my house currently being packed with their kit. Cut off nose to spite face maybe; you might not be surprised to know that they didn't much care and this was at CEO level.
I also informed my local dealer who I have spent well over the five figures previously has now lost my business as if I have to deal with a repair again it will never be with that repair company who are the repairer for my area. Once again a non plus reaction.
I have also discovered that even going down the John Lewis route might not help much as they also along with what appears to be every retailer in the UK use NOISE as their authorised repair point of contact centres. The only difference is JL might be more inclined to help you??
I contacted NOISE explaining the sorry situation but so far the only response has been silence, hardly surprising as they represent the repair and install industry.
I hope this helps other people from having their valuable kit damaged. To all the repair people out their I know you don't all operate like this and it is not aimed at you.
I have recently had to have a extended warranty repair undertaken on my Panasonic plasma although the thread is general to all equipment. The authorised repair centre came to my house and subsequently removed the screen for further 'testing'. The screen was eventually returned with no fault found (their opinion only) and put back on the wall. The screen was returned in an appalling condition, dusty, dirty fingermarks etc. They only cleaned it after my wife said I would not be happy when I got home; She signed the paperwork and they left as quick as they could. Upon my return home I found the screen had been scratched by the repair company and to this day they point blank refuse to admit they caused it even though they have admitted to failings in their process. If anyone wants the full story please pm me.
The points I learnt are as follows:
1) The manufacturer will not accept responsibility and pass the blame to their authorised repair centre telling you to deal with them directly. It appears that all manufacturers have gone down the 'outsourcing route' and this gives them an easy get out.
2) When signing ANY paperwork make sure all the details and boxes are ticked to reflect EXACTLY the condition of your kit before letting them touch it.
3) If the kit has to go away ask for the process of transportation including transport bags.
4) Make sure they wear gloves or remove rings / jewellery before handling your kit, they won't admit to causing the damage.
5) Ask how they intend to 'diagnose' your issue if the set is being taken away. The term diagnostics appears to mean very different things to different people. If their 'diagnostics' means their ears vs your ears then you will not win, trust me. Make sure they have test specs to work to, in my case Panasonic (allegedly) had no specs so it was their ears vs mine.
6) When the kit is returned do NOT let them leave until you have inspected the kit and are absolutely happy with it or make sure you make reference to this on the paperwork
I have told Panasonic I will never buy one of their products again despite my house currently being packed with their kit. Cut off nose to spite face maybe; you might not be surprised to know that they didn't much care and this was at CEO level.
I also informed my local dealer who I have spent well over the five figures previously has now lost my business as if I have to deal with a repair again it will never be with that repair company who are the repairer for my area. Once again a non plus reaction.
I have also discovered that even going down the John Lewis route might not help much as they also along with what appears to be every retailer in the UK use NOISE as their authorised repair point of contact centres. The only difference is JL might be more inclined to help you??
I contacted NOISE explaining the sorry situation but so far the only response has been silence, hardly surprising as they represent the repair and install industry.
I hope this helps other people from having their valuable kit damaged. To all the repair people out their I know you don't all operate like this and it is not aimed at you.