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Panasonic revamps after-sales customer service initiative

Panasonic to expand region covered by warranties, offer on-site display repair and provide global projector support (Wiesbaden)

Amsterdam, Netherlands – 2nd Feb, 2011 – Panasonic today announced its new customer service initiatives to enhance after-sales support for customers throughout Europe. Professional displays customers can opt for on-site repair and under the new Global Support Initiative, Global Account Customers, who are expanding their business globally such as system integrators and rental companies, can now have their projectors serviced in 43 countries upon registration on Panasonic’s web-based system, PASS*, regardless of where they were installed. In addition standard warranties have been extended to cover Centraland Eastern Europe.

The opening of Panasonic’s European Service Centre in Cardiff in 2006 saw the company cut its repairs turnaround time down to two days as all spare parts were now kept in one location and communication between in-house engineers and Panasonic factories was improved. As a result in 2010 in Horizon 2’s independent survey Panasonic was voted number one for its warranty programme, call centre service (in terms of quality of supportand foreign language skills), and onsite engineer support.

To further improve its after-sales care the company has extended its warranty to include Poland, Bulgaria, Hungary, Romania, the Czech Republic, Slovakia and Slovenia. Customers in all these countries will have a 3-year warranty on Panasonic displays and projectors, 5-day turn around (for repairs) and the option of a 2-year warranty extension. Following the success of on-site repairs for large displays, from April 2012 LCD and plasma display customers throughout Europe will also be able to have repairs carried out on-site with engineers aiming to reach customers within 2 days.

In addition, the Global Account Customers are now able to put their projectors in for servicein any of the 43 countries included in the programme. Panasonic’s standard promise guarantees a standard service agreement of 3 year repair on any unit and 3 months for the lamp. This new programme is activated with Panasonic PASS* registration system.“We are always looking for ways to improve customer service and with these three new initiatives we are confident that our award winning repairs and support process will work more efficiently than ever”, said Donald Maidment, European Service Manager Panasonic.

“ISE provides the perfect platform for us to unveil these plans to the AV community and to demonstrate our commitment to providing the most up-to-date technologies with the best possible support network”.