Panasonic Plasma - having problems, looking for any comments

[Twitchy]

My 42" PT-42P1 that I purchased in 2000 has worked perfectly for me since the day I bought it. Truly a once in a lifetime purchase.

Sadly, however, recently something "went" on it. After turning it off one evening, there was an audible "pop" and when I turned it back on, it looked like someone has painted the screen with a blue roller, and the image behind it was negative. I took it to the local Panasonic authorized repair shop and they were just great. Told me up front that there is no way they could repair it, but they would be able to see what the problem was and contact Panasonic Canada for more info. So we found out that a problem with the chip that runs the actual screen is causing a capaciter to blow every times its turned on.

The repair is reported to cost around 5 grand.. and sadly, this is not an option for me. It's now in the hands of the Panasonic Canada customer service, and they have actually been very helpful. It's escalated now so it's slowly moving up the ladder.

Basically, I'm wondering if anyone else has experienced anything like this, or even heard of it. I'm very nervous. The warranty is 8 months over, but for such an expensive product, and this problem seems manufacture related.. have I got any chance?

Twitchy

[57]

They certainly seem to be willing to help. It's going "up the ladder" as you say and no doubt it was very expensive to begin with. Perhaps they'll "extend" the warranty for you. Or perhaps they'll give you break on the repair cost. You may have to be a bit patient though.

That's the problem with Plasmas (or Direct View TVs if the tube goes). They basically become very expensive doorstops. With RPTVs it may be "expensive" to fix (perhaps $500-1000) but nothing like the cost of the original unit.

Let us know what happens.

[JohnnyG]

That is a truly horrible story and I hope it ends up with a happy ending. In my experience, Panasonic will probably offer you a excellent price on a replacement unit. However, an "excellent price" is still a lot of money when it comes to plasma.

I've said it a hundred times already...plasma displays are NOT for the average user, at least in this point in time. However, Panasonic in Japan is claiming a 60,000 half-brightness lifespan on their new 50" panel, so the tides are turning.

[Twitchy]

Well, It's been a month, and I have to say that the folks at Panasonic have been helpful in a certain manner. Of course its taking time, but I was prepared for that. When you're asking for favorites you can't rush it, and I hope my patience will be rewarded. So far, its escalated to the manager of Customer server, the Public Relations department, and they were lucky enough to have a specialist from Japan who was in New York come by for some input. So I can definatly say I'm happy with the effort. The results however, are still unknown. It comes down to several departments communicating the results to each other. And anyone who has worked in a large corporate environment will tell you that is not always the fastest communication network.

So I'm crossing my fingers and hoping that they decide to support the little guy who decided to save all his nickels and dimes, and take out a loan to finance the purchase of a top of the line Plasma monitor. Toes crossed to.

[filper]

Dear Mr. Panasonic,

If you are reading this (if I was the prez of an electronics manufacturer the size of panny I would see what the forums have to say), I think a customer who was a 'pioneer' for purchasing such an expensive set long before any of us deserves to receive the same support that they have given.

After all, Twitchy has just test-piloted a leading edge piece of technology at his own major expense. For all of our benefits I might add...

[e268]

Oh no! I have just made my decision to buy a Pany plasma vs a Sony plasma (both HD models). I hope Panasonic comes thru. Maybe I will buy an extneded warranty option like my Dell laptop (3 yrs)!

[Twitchy]

Well, you'll be happy to know that Panasonic does indeed care about their customers. And they really did come through in a huge way. After a few months of phone calls, questions and discussions, they decided to completely replace my 42" Plasma with a current model. That's right, completely replace it. At no cost to me. I really do love Panasonic. I liked their products before, but they have made a life-long fan of me, and everyone I know, or will ever speak to in the future.

Whatever the problem with my unit was, they decided it was just better to replace the whole thing. But I will however, mention that an extended warranty is ALWAYS a good idea. I've learned my lesson. And a special thanks to the Customer Service department in Mississauga for all their help. They were friendly, kind and curtious especially Scott and his boss, Peter. Thanks to them.

So now, everyone should go buy Panasonic! Really!

[Mr. Plow]

I'm glad to hear that everything worked out so well for you. Kind of restores my faith in humanity and big corporations.

Way to go, Panasonic.

[57]

I'm guessing this good experience contradicts what the person in the following link was trying to say...

http://www.digitalhomecanada.com/for...pic.php?t=4315

[JohnnyG]

Twitchy, glad to hear of your positive outcome. Peter has always come through for me in the past. He's one of those surprisingly rare people involved in customer service that understands what customer service is!