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(More customer reviews)I purchased a Panasonic FV-11VH1 heater fan for my new home construction. Outwardly, the unit appeared well made, and the unit operated flawlessly (and very quietly I must add) for about 5 months. As a sidenote, I also purchased four other Panasonic bathroom ventilating fans, and all appear high quality and all are very quiet.
Unfortunately, after only 5 months of VERY light use, the FV-11VH1 unit heater failed. Upon removal and close scrutiny, I discovered the electrical wire lead that connects 120V service to the heating element had literally deteriorated, and subsequently fell off. When I state deteriorated, I mean to the point of virtual dust. Accordingly, the heater element did not work simply due to lack of incoming electric service. I then tested (using ohm meter) the heating element itself to discover it was still operable, and subsequently tested it under 120V power to verify it did work...which it did. I then scrutinized the heater's electrical connection prongs, and discovered the special heatproof insulation surrounding the failed prong/connector had, like the wire lead, deteriorated.
As the unit was only five months old, and still under three year warranty, I got on line to contact Panasonic for service instructions. Despite being very savvy on line, I could not find any contact information for Panasonic Service Centers. I called all three Panasonic Consumer phone numbers, and all three numbers enabled me to speak to an automated voice giving Panasonic Service Center contact information. I called six Panasonic Service Centers (in three states) to find out they do not service the Heater / Fan units, and they did not what Panasonic Center did. Each Service Center rep was helpful, but stated they did not have product specific Service Center information. I inquired with each Service Center rep as to "how could I contact a human being at Panasonic to ask of service"...in each case, and without hesitation, the reps stated there is no way a human contact can be made via Panasonic Consumer Services. No matter how long I remain on the phone with the Panasonic automated voice system, there is NEVER an option to "press 0" or similar to actually speak with a representative.
I have emailed Panasonic four times now, each time utilizing their Customer Service contact format. I have received automated responses from Panasonic, all identical, and all stating to contact my installer. My installer is an electrician, has been involved in this fiasco, and marvels that we cannot get part number specific information...much less, actual warranty service. He will never recommend another Panasonic heater fan again...
I am technically able to repair my unit, but would like to order the correct parts via Panasonic. Unfortunately, there are NO SCHEMATICS WHATSOEVER available to me, as a consumer. Accordingly, I can find parts and part numbers for my unit, but cannot unconditionally identify that I am purchasing the correct part. I do know this...the replacement heating element for this unit is $12 less that my original purchase price. Add in shipping cost, and my total cost (I've given up on warranty service) is greater than the cost of a new unit.
I have been a Panasonic fan since about 1975, and have always had good luck with the entire range of Panasonic products. This particular scenario has changed my opinion 180 degrees, as I will never purchase another Panasonic product again, and am pleased to be able to announce to others my tale in an era where customer service is paramount.
Click Here to see more reviews about: Panasonic FV-11VH2 WhisperWarm 110 CFM Ceiling Mounted Fan/Heat Combination
WhisperWarm, 110 CFM Ceiling Mounted Fan/Heat Combination - FV11VH2
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