Panasonic’s horrible customer service & zero accountability

[David Roth weiss]

[Tom Brooks] “I feel your pain. I think you’re doing the responsible thing to talk about it.”

Thanks Tom. I wouldn’t want this to happen to anyone else, and if my experience can possibly help others by getting the management at Panasonic to realize they have an internal problem, then it will have been worth it.

David Roth Weiss
Director/Editor/Colorist
David Weiss Productions, Inc.
Los Angeles

POST-PRODUCTION WITHOUT THE USUAL INSANITY ™

EPK Colorist – UP IN THE AIR – nominated for six academy awards

A forum host of Creative COW’s Apple Final Cut Pro, Business & Marketing, Indie Film & Documentary, and Film History & Appreciations forums.

[David Roth weiss]

[walter biscardi] “This is a classic example of needing to work with a really good VAR in your local area.”

So Walter, are you suggesting that, without VAR involvement, Panasonic’s 5-year on-site plasma contract is just worthless paper, that it’s proper that Panasonic doesn’t honor its contractual obligations, and that Panasonic’s so-called authorized service facilities are just meaningless store fronts that actually offer no service whatsoever to Panasonic’s millions of customers?

Frankly, I don’t think that’s the brand of customer service the folks at Panasonic would want to be known for. And, if that is the Panasonic way and more people learn about it, it surely can’t be good for business.

David Roth Weiss
Director/Editor/Colorist
David Weiss Productions, Inc.
Los Angeles

POST-PRODUCTION WITHOUT THE USUAL INSANITY ™

EPK Colorist – UP IN THE AIR – nominated for six academy awards

A forum host of Creative COW’s Apple Final Cut Pro, Business & Marketing, Indie Film & Documentary, and Film History & Appreciations forums.

[Shawn Miller]

” Do you think someone at Blobby’s will forward it on to the CEO at Panasonic?”

Nope, not unless that letter is written on letterhead from a major customer BY a C level executive and followed by a call from her or him. The CEO of Panasonic will likely never know your letter exists.

This is how it works in big companies; an executive (or group) administrator (probably not the CEO’s) will read your letter and forward it to a mid level group manager (maybe someone who manages tier one support), that manager will then task a program manger (someone who owns a process but doesn’t manage people) with tracking down the incident/trouble ticket and determining if the ball got dropped somewhere. If it looks like your case has merit, you’ll probably be moved up in the queue and you’ll likely get the service you expected in the first place (hopefully). What might be an easier route to follow is to find out who (regionally) manages the reps that aren’t giving you good service and talk to them directly. Regional managers are (usually) powerful enough to get things done, but not so powerful that they can ignore customers. 🙂

FYI, VARs (value added resellers) can get a company’s attention faster than you because they usually have SLAs (service level agreements) in place that specify how fast and to what level Panasonic HAS to respond to issues. SLAs probably exist for Panasonic’s customer service (when dealing with individuals) but it’s not a contract between you and them.

Thanks,

Shawn Miller

[David Roth weiss]

[Shawn Miller] “FYI, VARs (value added resellers) can get a company’s attention faster than you because they usually have SLAs (service level agreements) in place that specify how fast and to what level Panasonic HAS to respond to issues.”

I understand Shawn, thanks for the added insight.

Of course, one would imagine that an authorized Panasonic service facility would have a very similar agreement in place, because they are after all VARs themselves. But then, I guess we can assume nothing in this crazy world.

In any case, Panasonic has got an internal problem, and I hope they recognize it sooner rather than later, cuz frankly, I’m quite tired of dealing with it. However, until it is resolved I’m going to stay vigilant.

David Roth Weiss
Director/Editor/Colorist
David Weiss Productions, Inc.
Los Angeles

POST-PRODUCTION WITHOUT THE USUAL INSANITY ™

EPK Colorist – UP IN THE AIR – nominated for six academy awards

A forum host of Creative COW’s Apple Final Cut Pro, Business & Marketing, Indie Film & Documentary, and Film History & Appreciations forums.

[Walter Biscardi]

[Shawn Miller] ”
FYI, VARs (value added resellers) can get a company’s attention faster than you because they usually have SLAs (service level agreements) in place that specify how fast and to what level Panasonic HAS to respond to issues. SLAs probably exist for Panasonic’s customer service (when dealing with individuals) but it’s not a contract between you and them.”

Absolutely Shawn and also VARs, like WH Platts company here in Atlanta, sell thousands of pieces of Panasonic gear a year so when I have a problem, I call my VAR who in turn calls the direct contacts in Panasonic. Our gear gets immediate attention when it goes in and if we require a loaner, we get that delivered the same day or shortly after our gear goes out.

Even if I go directly to Panasonic with some of the great reps here in Atlanta, we get immediate response to all our needs. Back when we were running our old 1200A VTRs and I lost one of my playback heads, Panny turned around the VTR same day. I shipped it and received it back in 2 days. THAT was incredible and I’m just a small shop. But I had some hard broadcast deadlines and there were no 1200A’s available in the area so my VAR got it all set up with them to literally have the parts waiting for my 1200A when it got there. That is incredible customer service.

I put Panasonic right up there with AJA and FSI in terms of customer service after the sale, especially when working directly with our local VAR.

Walter Biscardi, Jr.
Editor, Colorist, Director, Writer, Consultant, Author, Chef.
HD Post and Production
Biscardi Creative Media

“Foul Water, Fiery Serpent” featuring Sigourney Weaver coming soon.

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[Harry Bromley-davenport]

Dear Mr. Weiss.

At your suggestion, I have contacted the CEO of Blobby’s Ice Cream.

By a curious coincidence he plays several rounds of golf per day with the CEO of Panasonic and mentioned your case to him while lining up a nasty chip shot to the 15th green at Pine Valley this morning.

I am disappointed to relate that all did not go as planned. Mr. Panasonic was so incensed at being compelled to face the incompetence of his corporate lackeys during his leisure hours that he suffered a severe episode of spontaneous human combustion. Since he was standing near the pin, irreparable damage was suffered by the green and this has resulted in a massive lawsuit being filed by Pine Valley Golf Course against YOU PERSONALLY.

I will complain to the head of legal affairs at Pine Valley on your behalf.

Sincerely,

Harry.

[David Roth weiss]

Harry, please don’t call me Mr. Weiss, he was my father… However, do please give a jingle on the phone if you will. I’ve been tapped to do a “re-quel” (part redo, part sequel) of a very successful low-budget movie and I’d really like to pick your brain if you could spare some time. I’m reachable at three-ten, 820-2345.

BTW, I had an entire three-month’s supply of Blobby’s latest flavor delivered, which they’re calling “Pany Pain in the Butt.” Frankly, it gave me nothing but heart burn and heart ache.

THNX,
David

David Roth Weiss
Director/Editor/Colorist
David Weiss Productions, Inc.
Los Angeles

POST-PRODUCTION WITHOUT THE USUAL INSANITY ™

EPK Colorist – UP IN THE AIR – nominated for six academy awards

A forum host of Creative COW’s Apple Final Cut Pro, Business & Marketing, Indie Film & Documentary, and Film History & Appreciations forums.

[Karin Lange]

Unfortunately, David is correct about Panasonic. Wish I had seen his post before my unfortunate decision to purchase a 55 inch 3D tv from them. Everything he says is correct. In the 13 months we have owned the tv, it has Never worked! It has been in for repair countless times, and yet their reply is always, “send it back in for repair”. Avoid Panasonic like the plague unless you enjoy talking to customer service idiots with difficult to understand speech, who can make no decisions on their own!

[Amy Kaye]

10-13-13

I too have just had an experience with terrible customer service from Panasonic. This is with a digital camera.
The website said 7-10 days turnaround for repairs but it is a month now. But this is not the point.

The point is lack of customer service. Just trying to talk to a REAL PERSON takes yelling at their voicemail as it takes you round and round in a loop of asking the same stupid questions.
The repair center never returns calls or answers their phone.
When I have talked to a person I have been lied to repeatedly.

I have just gone out and bought a Nikon while i am waiting for the Panasonic to be returned, as I need it next week. Panasonic just lost another previously loyal customer (2 Panasonic Lumix cameras in a row)
.
As someone said earlier in this conversation, t never ceases to amaze me that companies will spend tons of money developing and marketing products, but completely drop the ball when it comes to customer service