Panasonic statement posted on AVForums.
Firstly, please accept our apologies for the lack of posts recently. Although we have chosen to post on AVForums, we do have a limited resource and cannot be a constant presence. We have had the added difficulty that our main poster, Adam, had to leave the office suddenly last week since his wife went into labour. We are pleased to report that they had a beautiful baby girl and Adam is currently enjoying his paternity leave. We will still endeavour to post occasionally but please bear with us if our visits are a bit infrequent.
Please also note that although we are posting, we do still treat each individual customer case separately. On occasion, some of our forum friends have reported conversations as though they are party to the official Panasonic stance and this is simply not the case. We will not be able to post answers to all questions on the forum, this may be due to the confidential nature of the information, or simply because a forum is not an appropriate place for us to directly engage in one to one conversation with customers. Neither would we comment on specific cases in a public domain.
Our post explained that even though the number of complaints is small relative to the number of TV's sold that we are working to help those customers who expressed dissatisfaction.
Please note that software updates are periodically released, in various guises, and these are designed to enhance the set’s performance. The update that we are currently issuing is one of these. It has not been issued as a fix for a fault and should not be confused as such. The enhancement of a product does not mean that it was faulty to begin with. We worked hard to obtain a copy of the update earlier than it normally would be released to us since we generally receive these much later than the factory introduces them into production line.
The post on What HiFi's website following our brief did contain the word 'Fix'. Since this is not a fault with the set, we felt the wording was a bit misleading and asked them to change it to “improvement”.
To answer other comments that have been made, there is a very good reason for us organising for the update to be done either by an engineer or our own representatives which is that if the update is interrupted, the A board will be damaged.
It should be noted that the perception of this phenomenon is extremely subjective and is viewer and content dependent. We have personally viewed a number of sets where customers are complaining and have struggled to see the issue. Even then, those individuals were unable to demonstrate the phenomenon to us using content other than grey scales. Using the grey scales requires the panel to be driven harder and is not indicative of normal viewing conditions.
We have also had comments from individuals who are satisfied with the picture performance, asking what it is that they should look for. As we all know, once the eye is drawn to something, it is impossible not to notice it subsequently.
We would like to take this opportunity to thank you all for your continued posts.
Panasonic UK - Online Support Team