September 23, 2022

Jackie Moellers’ Panasonic microwave doesn’t work, regardless that it’s simply two years outdated. The producer desires her to pay for the repairs, however Moellers doesn’t suppose she ought to must. Who’s proper?


My Panasonic microwave doesn’t work. I bought it solely two years in the past. It just lately began making a loud buzzing noise and producing white smoke. After speaking to a few individuals in Panasonic’s customer support division, the final particular person informed me, “Nicely, these items occur,” and I must pay to get it mounted.

That’s a really unsatisfactory reply. I feel a microwave for which I paid virtually $350 ought to final greater than two years. I’m very upset at this final result. Is there something to be completed for this example? — Jackie Moellers, Ellicott Metropolis, Md.


Panasonic ought to have bought you a microwave oven that labored for longer than two years. The common microwave ought to final a couple of decade. Whereas Panasonic’s commonplace guarantee covers you for one 12 months, there’s additionally an implied guarantee that claims the equipment will final considerably longer — and that, if it breaks, you’ll be able to depend on the corporate to shortly repair it.

Certainly, in your correspondence with Panasonic, it provided to help you with a restore, however you didn’t wish to pay for it. I get it.

Panasonic’s assure

Your case falls into a kind of grey areas between what’s authorized and what’s proper. Panasonic solely ensures its product for one 12 months, and that’s one thing to which you agreed once you bought your microwave. However anybody studying this could see that charging you for the restore solely two years after you bought it feels mistaken. So, whilst you can’t actually maintain the corporate’s ft to the fireplace with any contract, you’ll be able to actually make an attraction on the premise of excellent customer support.

You may apply gentle stress on an organization like Panasonic by invoking its personal mission assertion, which declares that “revenue will not be the only goal of enterprise” and that it’s devoted to “enhancing individuals’s lives.” And the way a lot was your life improved with a microwave that broke after simply two years?

The excellent news

If you wish to step up the stress, you possibly can strive emailing one among Panasonic’s customer support executives. I record their names, numbers and electronic mail addresses on my client advocacy website.

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That’s precisely what you probably did. Panasonic sweetened its provide, saying it will pay half of your restore prices. That looks like a good decision, contemplating your equipment is out of guarantee.

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