By Paragon on July 18, 2012 Verified by Email

I bought a Panasonic Toughbook in March. This computer is used onsite everyday and is mission critical at all times. The Bluetooth (very important item for me) did not work. I spent so much time and so did the techs at the place I bought it to try to set it up. I finally called the phone number that Panasonic has listed for support and waited 45 minutes and never got through. I sent an email to the support address and go no response. Five days later I sent another email and mentioned as this is supposed to be a support line this should be responded to in a timely manner. I finally got an email response that was not too helpful. I advised the issue was not resolved and waited two weeks with no response. Another email finally got a few responses from the same person (including, "Well this works for me when I had my phone unlocked" ) but did not resolve the issue. After five weeks I finally said to issue an RMA. After another 17 days, two phone calls and a total of 18 email, I got my lawyer to send them a letter. Nine weeks after purchasing it, they refunded my money.
Over all, this company needs to realize that if they claim to have a support service, they should have it working properly. A support phone that never gets answered is not support. Email that is not responded to is not support. The reason I buy from Dell is that if there is an issue, they have a phone line that is answered in less than five minutes and people who are helpful and get a resolution in less than 15 minutes total. My new Dell took 3 whole minutes to setup my Bluetooth connection.
I have worked in areas of customer service and know how frustrating a poor customer service experience can be. Most large companies are setup professionally, it is obvious that Panasonic has no idea of what Customer Service is, or how mission critical items such as this are. It was one of the worst cases of lack of support I have ever seen.

Write a Comment

By Paragon on July 18, 2012 Verified by Email

I bought a Panasonic Toughbook in March. This computer is used onsite everyday and is mission critical at all times. The Bluetooth (very important item for me) did not work. I spent so much time and so did the techs at the place I bought it to try to set it up. I finally called the phone number that Panasonic has listed for support and waited 45 minutes and never got through. I sent an email to the support address and go no response. Five days later I sent another email and mentioned as this is supposed to be a support line this should be responded to in a timely manner. I finally got an email response that was not too helpful. I advised the issue was not resolved and waited two weeks with no response. Another email finally got a few responses from the same person (including, "Well this works for me when I had my phone unlocked" ) but did not resolve the issue. After five weeks I finally said to issue an RMA. After another 17 days, two phone calls and a total of 18 email, I got my lawyer to send them a letter. Nine weeks after purchasing it, they refunded my money.
Over all, this company needs to realize that if they claim to have a support service, they should have it working properly. A support phone that never gets answered is not support. Email that is not responded to is not support. The reason I buy from Dell is that if there is an issue, they have a phone line that is answered in less than five minutes and people who are helpful and get a resolution in less than 15 minutes total. My new Dell took 3 whole minutes to setup my Bluetooth connection.
I have worked in areas of customer service and know how frustrating a poor customer service experience can be. Most large companies are setup professionally, it is obvious that Panasonic has no idea of what Customer Service is, or how mission critical items such as this are. It was one of the worst cases of lack of support I have ever seen.

Write a Comment