A week with the replacement TV, but hey, service from hell.

It's been nearly a week with the relacement TV for our defunct Panasonic Plasma. It did not arrive on the Thursday as expected however... It  did arrive in Adelaide on Friday and AWA promptly delivered and installed it. So far no further problems.

This has to have been one of my worst experiences, if not the worst experience of replacing an item under warranty! I can't say that anybody except a terse receptionist at AWA (the other was nice) or Panasonic in Sydney has been anything but helpful. They have generally been very sympathetic, have returned my calls and seem to have made every effort to move the process forward. On the other hand, nearly every system failure possible causing the replacement process to stall seems to have occurred. From the morning I reported the fault to the day the new set arrived, every call I made was met with a lack of available information response followed by an investigation and a later response from the help desk informing me that there had been a system error, which would be corrected. For a big company like Panasonic, this is extraordinary to me! As I said in a previous post, I think there is a job for a good systems analyst here! It may help their PR.

Panasonic Blues continued

It is now Monday the 5th of December and no further news on the repair of the TV so I ring the local repairer, AWA to be told that they are still awaiting go ahead from Panasonic in Sydney. The system says the job is closed! Why???  She will ring them and call me back. Five minutes later she calls to say the job has been escalated...... Not sure exactly how or what this means so I ring Panasonic Sydney myself. They can't find the job on their system! System by name, but not by nature!!!!! A nice young man explains there has been a change in their system of communicating with AWA and I may been caught up in the transition. He takes my details and promises to ensure AWA are notified tomorrow (it's late and he can't log in to AWA at the moment). Hey, is there anybody who needs a systems analyst job with a large electronics company?????

Panasonic Blues

It's now exactly a week since I lodged a call to Panasonic Australia and their local repairer in Adelaide, AWA asking for our brand new plasma TV to be repaired. What has progressed? Well nothing much. I have learned that no-one came out to repair our TV because they were awaiting proof of purchase (ie proof of warranty). Shame no-one asked me to do this when I lodged the complaint, because this may have sped up the process a little. I could have been sitting here all week , unaware that that my in-action was holding up the process! I sent the email on Tuesday night and on Wednesday I was told that AWA is awaiting the go ahead from Panasonic in Sydney.... So what is a reasonable time for this? When do I start phoning Sydney? Uuggh.