I read the reviews and purchased a Panasonic 42" 1080P Plasma at Best Buy Danvers (#533). The initial sales person was great. He offered the 110% Price guarantee to match a price Sears had and I could have still gotten the 3 years no payments, after he talked with 1 manager. Then while looking at refrigerators, a different manager decided I could not get the 3 years, just the 18 months. So I decided well the sales rep has been good, so I will get the TV, but not the fridge and not the installation and not the extended warranty. Done! I paid for the TV on 12/20 and it was delivered 12/23/08. Worked great!
On January 20th, while watching TV, it shut off on its own. I unplugged it from the surge protector and tried a different one, still nothing. The TV would power on the fans and then power down. The power light would flash 7 times and the start over.
January 20th, I called Best Buy Danvers, but it was 9:30pm and they were closed. So I called Panasonic (Case#26152372), they said they could have a technician out to me by Friday, January 24rd 2009. I took that appointment but tried calling Best Buy Danvers again on Tuesday, January 21st. I called 5 times between 9am-6pm. The phone would ring about 15 times and then disconnect. I got through at one point and when I asked about how to return/exchange my defective TV they said I was over the time limit (which was untrue, I had until January 24th I later was told) but he would transfer me to Geek Squad. I got disconnected again.
I called Best Buy Corporate and told them the situation and they connected me to Geek Squad. Geek Squad said they could be out to fix it, but it would be 3 weeks because they had to order the part. I then emailed corporate and explained the situation and that the TV had been delivered to me and they took the box. I also explained how my back was out and I wasn't sure how I would get the TV to Best Buy Danvers for exchange. I got a phone call back from Jennifer at Best Buy Consumer Affairs. She gave me Claim#56839382 and said to call the store and tell them the situation and that they would schedule to have a new TV delivered and would then take the broken TV. I was happy with this, until I tried calling Best Buy Danvers again. I was again unable to reach them after several days of trying.
Now I still had the appointment for the Panasonic technician, whom had called me and said they had to order a part but that they could be here Tuesday, January 27th, to fix the TV, I figured that would make things easier since Best Buy Danvers doesn't answer the phone. The Panasonic technician arrived early and got right to work. He put the new part in and tried it out, nothing, same problem. He said I should return the TV to Best Buy. Now I know my last day for return was January 24th and today was January 27th, but I had tried calling several times.
Well, today I put the TV in my car and drove over to Best Buy Danvers Store#533. They said I was past the 30 days and that they would not take it back end of story. I asked for a manger who said the only way they would take it back was if I got RA # from Panasonic. Well if the store would have answered the phone in the first place I wouldn't be in this mess. So I went to my car and called Panasonic and spoke to Nicole, for RA #. Panasonic won't give me RA #, they want the technician to try and repair the TV again. I asked how many times the technician gets to try before I get RA #. Nicole didn't know but connected me to a supervisor, Bill. Bill said they don't have a set number as to how many times they can try and repair the TV. So now I have to wait to hear from the technician to see when they can try to fix my TV.
BTW, the technician said that this TV has lots of problems and Panasonic use to send out all the parts to trouble shoot the problem, but now they send out 1 part at a time until they get it right. I was planning on getting my appliances at Best Buy and using them to outfit my business, but not anymore. And Panasonic well they won't be getting my business either. I deal with warranties and customer service on a regular basis and in my store I take care of my customers first and foremost, because without them I have nothing.
Dan
Salem, Massachusetts
U.S.A.
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