Panasonic Is Holding My Camera Hostage

I’m trying very hard to be patient about the absence of my camera.  Very zen-like patient. For the past two years since I bought my camera, it’s been like a third, upper body appendage–I don’t leave home without it–ever!

However, I am making do with the Canon 880-IS point and shoot, which hasn’t disappointed. But I miss the crispness of my DSLR photos, I miss using the different lenses, I miss all of  its capabilities–I miss my third appendage! Wah!

As per the customer support instructions on Panasonic’s site, I sent my camera along with the original lens and accessories via UPS to McAllan, Texas. McAllan, Texas? Gads! This freaked me out since Texas is on the other side of the country. Gone my third appendage–gone the crisp photos, gone all those digital SLR goodies. I must place my trust in what brown can do for me.

A representative from Panasonic finally called on October 20th (I shipped it overnight on the 4th) to say that the LCD is cracked and that I would be liable for the cost. OK, no problem. I knew this–I mean, I am the one who dropped it which is why I had to send it for repairs! Except this was a message left on  my answering machine and, in order to confirm the repair, I needed to call them back. No hay problema. I called them back and got a message that they are unable to handle the volume of calls at the moment and I would need to hold. I wait . . . and wait . . . and wait, and then I am disconnected! Now my resolve is being tested.

Learning from many of my blogging buddies on how to meditate or to stave off impatient, unkind thoughts–I try breathing techniques: Breath in . . . hold three seconds . . . breath out. Breath in . . . hold three seconds . . . breath out. Breath in . . . hold three seconds . . . breath out.

So, now I decide to email my concerns to their Panacare customer support. This is their reply:

Dear Valued Customer

Case Number:  29040117

We apologize for the delay in providing you with a reply to your inquiry and we hope that this delay has not caused you any inconvenience, based on the description of the problem that you are experiencing this will require additional information.

We would like you to contact our Panasonic Customer Call Center at (800)211-7262.  The hours of operation are Monday through Friday 9 AM to 9 PM.  Saturday and Sunday 10 AM to 7 PM Eastern Standard Time.  A representative will be available to assist you..  Please have your case number, which is listed at the top portion of your e-mail, available at the time of the call.

We hope this information is helpful to you. Thank you for contacting Panasonic.        

                                                                                                                                                       

I call the number and it refers me to the telephone number in McAllan, Texas. The number with the automated voice message that again informs me that they cannot handle the volume of telephone calls and that I should wait.                                     I am disconnected again. I call another time and leave a message.

This scenario is repeated for the next five days: leave messages, send emails, am referred to the same number. Is this Groundhog Day?

I am now in the lotus position. Oṃ śānti śānti śānti.Oṃ śānti śānti śānti.Oṃ śānti śānti śānti.

Daily Gratitude: learning that Dusty Miller isn’t sick

© Teresita Abad Doebley All rights reserved 2009-2011.

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21 thoughts on “Panasonic Is Holding My Camera Hostage

  1. I had about the same problem while tracking down an insurance policy my mother had. Bounced back and forth between two phone numbers that were never answered by a human, and when I finally found a third number that got me to a person, they told me they couldn’t find the policy by the number that was on the policy. It took me nearly a week, but I finally found the information I needed.

    • Quietsolo–It’s Nov. 18th and they only started working on my camera on Nov. 11th (I sent it overnight on the 4th of October). This information is contrary to the written message I received on Nov. 1st stating that they were “wrapping it up.: Go figure.

  2. Om Shanti, Shanti, Shanti! Reach out to them on their twitter page and send tweets about unanswered phone calls… It works like magic. I used it for similar matter on the NY Times and they responded pronto. Hope you get your camera back soon… The photos you show here are quite good but I understand your vision… 🙂

  3. Oh, you poor dear!!! It’s bad enough to be without the use of the camera, but to deal with what passes for customer ‘service’ is pushing the limits of endurance! I truely hope it gets resolved soon. 🙂

  4. Ack… my panasonic camera (not a dslr) has taken to making rattly noises when I pick it up. I hope I don’t have to send it to Texas… I’m in the UK!

    I hope the problem gets sorted for you soon, in the meantime… fabulous photos, I adore these golden orangey reds of autumn (fall) and your photos make them look spectacular.

  5. I empathise! The thing is by the time we need to ring these numbers to find out what’s happening, we are usually already feeling a level or two of stress. I hope you manage to speak to someone soon!

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