Advance Electronics Sanpada, Navi bMumbai
Wrong equipment delivered

There was a family function coming (Baby shower of my sis) to celebrate the first baby of the family. Since my video camera was not in use for a year, i wanted to give it for service as the camera had some mechanism problem which was a matter of resetting the device. but I did not want to take a chance with resetting and got the number of AUTHORISED PANASONIC SERVICE CENTRE in Sanpada run by one Mr. Paul. It was given on 12th Feb. as the function was on 16th. The service charge was Rs. 750.He also suggested that I buy panasonic cassettes (Rs. 300- 2 cassettes). I got the final checking done on 15th at 8 PM. I had to travel to Malad to my sis' house which was 2 hours away. I got the cassette and 2 days back and was in a rush to catch the connecting train. So I requested Mr. Paul who was busy talking on his phone to check it and give it back. He gave it amidst his conversation and I thanked him and left. The next day I was in for a HUGE DISAPPOINTMENT. The camera was working and didn’t record even 4 minutes. I called up the Service centre on 17th March as I was held up the entire day of 16th and told Mr. Pravesh about my grievances. He asked me to get back the camera and they will check. I got a call from Mr. Pravesh on 19th saying that they had by mistake given me a set that had come for repair and my serviced camera was in office. Mr. Paul had handed over the device and as a person running the PANASONIC CENTRE had forgotten the MOTTO of the company -CUSTOMER COMES FIRST. I was really held up at office and was in touch with Mr Pravesh and shared how as a customer I was not happy with the service and how the trust factor was neglected by the centre. On March 3rd I called up the centre and said that as a customer who lost one of the most memorable and important function of her life needs remuneration due to sheer negligence of the centre, he asked me to talk to Mr Paul. I went to the centre at 7 PM after office hours and confronted him and the reaction he gave me was appalling. He not only refused to hear me, he totally defied the company norms about talking to customer. He repeatedly told me that I was blowing up a tiny matter about the HUMAN ERROR even telling me how sorry the situation was. He also kept comparing this situation of how in 1982 he had bought a camera and someone used up the battery while fidgeting with the device and he couldn't record his Grandmother’s Funeral. This was a utter shock to me. As a customer I wanted to put across my state of mind which was really shocked at the way the centre was behaving and how I lost memorable moments and he was giving hypothetical situation. He was also getting restless and used raised tone of speech to assert that it was a simple matter and I should just let it go. He said that he has dealt with more than 1000 such problems in his 30 years of experience and that he didn’t understand why I was making such a hue about this.

I wish that this situation does not happen with anyone. When you enter the ADVANCED ELECTRONIC CENTRE, you will see posters of Panasonic Founder and Mahatma Gandhi quotes about Customer. Panasonic says “CUSTOMER COMES FIRST” and Gandhi said “A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” As a unsatisfied customer I would like the PANOSONIC HEADQUARTERS to take up this complaint and redress my grievance.

Company: Advance Electronics Sanpada, Navi bMumbai
Country: India
State: Maharashtra

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