Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




2857 posts

Uber Geek

Trusted
Lifetime subscriber

# 132172 11-Oct-2013 09:36
Send private message

Hi folks,

My in-laws have two panasonic heat pumps as we have along with a bunch of other Panasonic products. We thought the Panasonic support would be ok but here is the current tale of woe:

10th September - Heat pump louvre motor stopped working so although the heat pump works the flaps at the front don't open on start. A well known Auckland Air Conditioning firm come to look. Order part.

18th September - Nothing heard so in-laws email service agent. They are advised a two week wait on the part.

9th October - Nothing heard so rang the agent. Advised it will be a further two week wait for the part.

9th October - Rang Panasonic and after listening to the automated recording about having piece of mind with quality panasonic products and waiting for customer service for 10 minutes they left a message. Call not returned.

Upshot is that they have been without the heat pump for over a month now with another "two week" wait.

There must be squillions of these heat pumps in New Zealand.

Have my in-laws just had bad luck or is the Panasonic service just rubbish?

Cheers, Matt.




My views (except when I am looking out their windows) are not those of my employer.

Create new topic
2785 posts

Uber Geek


  # 913466 11-Oct-2013 09:42
Send private message

Shouldn't the agents\installers be sorting out the problems rather than Panasonic themselves?

Generally speaking, direct support from any major multinational will be an almost total waste of time. Better finding who the local service agents are and dealing with them.






2857 posts

Uber Geek

Trusted
Lifetime subscriber

  # 913468 11-Oct-2013 09:44
Send private message

The hold up seems to be Panasonic sourcing the part. Varcoe Refrigeration are stating that they have ordered it from Panasonic and the delay is with Panasonic.




My views (except when I am looking out their windows) are not those of my employer.

 
 
 
 




2857 posts

Uber Geek

Trusted
Lifetime subscriber

  # 913469 11-Oct-2013 09:46
Send private message

I would have thought that at least a customer service reply from Panasonic would have happened.

I realise dealing direct with multinationals have their issues but a polite call back shouldn't be too hard.

For all their spouting on while on hold you would get the impression that their service is "top notch"




My views (except when I am looking out their windows) are not those of my employer.

1711 posts

Uber Geek

Trusted

  # 913470 11-Oct-2013 09:46
Send private message

Mate - most of your issue is with the installer/service agent so your subject line is totally misleading - you really should change the subject line.

But waiting 48 hours for a call back is not great either.

Varcoe might not be telling you the truth. It would be very odd that a component like that wouldn't be in stock locally or in Oz.

Banana?
4855 posts

Uber Geek

Subscriber

  # 913472 11-Oct-2013 09:49
Send private message

But, Panasonic do seem to use their local service agents and the fact that they have that big facility at Highbrook as a Point of Difference over the other brands (esp with TVs etc).

I would think a call back would be the least they can do.

1711 posts

Uber Geek

Trusted

  # 913474 11-Oct-2013 09:52
Send private message

How old is the heat pump and has it been regularly serviced?



2857 posts

Uber Geek

Trusted
Lifetime subscriber

  # 913475 11-Oct-2013 09:53
Send private message

They also filled out the contact form on the Panasonic website two weeks ago and nothing heard.

The installer says the issue is with Panasonic sourcing the part. We have believed them so far....




My views (except when I am looking out their windows) are not those of my employer.

 
 
 
 




2857 posts

Uber Geek

Trusted
Lifetime subscriber

  # 913476 11-Oct-2013 09:54
Send private message

keewee01: How old is the heat pump and has it been regularly serviced?


It is around five years old. There are no issues with warranty. They just want it fixed.




My views (except when I am looking out their windows) are not those of my employer.

1711 posts

Uber Geek

Trusted

  # 913484 11-Oct-2013 10:00
Send private message

hairy1:
keewee01: How old is the heat pump and has it been regularly serviced?


It is around five years old. There are no issues with warranty. They just want it fixed.


Totally - at only 5 years old the parts should be still easily obtainable.

I've run into small firms before who have bad credit history with their suppliers and find it hard to get parts and they tend to run down the supplier rather than admit it is their own bad credit history, or slackness at fault. So I'd take what they tell you with a grain of salt.

2 week for contact from Panasonic is fairly bad... I've been waiting 6 months to hear from Snap Fitness after submitting a webform enquiry, several times! LOL

724 posts

Ultimate Geek


  # 913490 11-Oct-2013 10:11
Send private message

my exp with them has been great

i have a panasonic projector (ptax200) - 4 years old at the time - bulb starts dimming/brightening (known issue) - called panasonic nz - dropped it at their east tamaki service centre - 1 week later picked it up - bulb swapped out for a new one - fw updated - issue gone - and no charge

me = happy as larry :)


so yeah - shame your exp hasn't been the same - but i do wonder if the installer is part of the problem in your case...

parts taking 4 - 6 weeks is a bit dubious - esp since the invention of airfreight...

1767 posts

Uber Geek


  # 913521 11-Oct-2013 10:40
One person supports this post
Send private message

I'd definitely try to speak to someone at Panasonic. Don't email them, don't leave messages, just wait on the phone until you can speak to someone. Then explain the situation and ask them if they have the part or have to order it in from overseas. That way you will at least now if the repair company is telling the truth about having to wait for the part.



2857 posts

Uber Geek

Trusted
Lifetime subscriber

  # 913785 11-Oct-2013 18:00
Send private message

Hi All,

Thanks for your replies...

The in-laws rang again today but eventually gave up after not getting an answer. I think they need to wait on the phone longer.... Varcoe have an order number in with Panasonic apparently. I will try and get the order number out of Varcoe on Monday and ring Panasonic myself....

Cheers.




My views (except when I am looking out their windows) are not those of my employer.

Create new topic



Twitter and LinkedIn »



Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Microsoft New Zealand Partner Awards results
Posted 18-Oct-2019 10:18


Logitech introduces new Made for Google keyboard and mouse devices
Posted 16-Oct-2019 13:36


MATTR launches to accelerate decentralised identity
Posted 16-Oct-2019 10:28


Vodafone X-Squad powers up for customers
Posted 16-Oct-2019 08:15


D Link ANZ launches EXO Smart Mesh Wi Fi Routers with McAfee protection
Posted 15-Oct-2019 11:31


Major Japanese retailer partners with smart New Zealand technology IMAGR
Posted 14-Oct-2019 10:29


Ola pioneers one-time passcode feature to fight rideshare fraud
Posted 14-Oct-2019 10:24


Spark Sport new home of NZC matches from 2020
Posted 10-Oct-2019 09:59


Meet Nola, Noel Leeming's new digital employee
Posted 4-Oct-2019 08:07


Registrations for Sprout Accelerator open for 2020 season
Posted 4-Oct-2019 08:02


Teletrac Navman welcomes AI tech leader Jens Meggers as new President
Posted 4-Oct-2019 07:41


Vodafone makes voice of 4G (VoLTE) official
Posted 4-Oct-2019 07:36


2degrees Reaches Milestone of 100,000 Broadband Customers
Posted 1-Oct-2019 09:17


Nokia 1 Plus available in New Zealand from 2nd October
Posted 30-Sep-2019 17:46


Ola integrates Apple Pay as payment method in New Zealand
Posted 25-Sep-2019 09:51



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.