18 Sep, 2020 → by ClaimboUser285390
Poor warranty policy
2
We purchased a Panasonic toaster oven and are pleased with its performance. After about 6 months, the metal tines on the rack/grille started breaking loose from the welds. The rack/grille is about 10" by 10" and is removed by simply detaching it from two anchor points. I completed the forms Panasonic required and included the receipt. I assumed they would simply send a replacement grille ($19.95 on their parts website) and I would return the defective grille to them. Instead, they want me to send the toaster oven to them--with me paying the shipping regardless of whether they determine it is under warranty or not. I explained that seemed wasteful and unnecessary and why can't I just send the broken grille for replacement. They refused and said I had to send the entire oven back to them. Duh, it would cost more in shipping then just buying a replacement grille and I think that is what they wanted the entire time. Not to honor their warranty--but to make it difficult on the consumer to utilize the warranty. After several email attempts, I will now devote time to educating potential customers about the deceptive warranty practices at Panasonic. They have lost my family as future customers. User's recommendation: Avoid Panasonic.