Funai Service Corporation

From: [redacted] [ [redacted] ] Sent: Wednesday, March 01, 10:AMTo: [redacted] Subject: complaint # [redacted] Received my vacuum unit back yesterdayThe unit was repaired & they discounted the repair fee due to it taking months to fixThank You for the help

We are in reply to customers complaintWe would like to reiterate what has already been explained to customer during the phone call made to our call centerThe claim customer is referring to which is printed on the manual and stated on our website is clearly being taken out of context by customer, and is NOT falsely advertisedThe model purchased by customer comes with 3XL cartridges which does just as the claim statesAnd just in case customers such as Mr [redacted] get confused by the statement, there is a clear asterisk and explanation below in fine printWe have zero complaints from any other customers that have purchased the exact same model as Mr [redacted] Should customer have any further issues or questions regarding this model, we advise customer to contact our Call Center once more for further assistanceWe thank customer for their time and patience and consider this matter closed

We are in reply to customers complaintUnfortunately the unit was purchased October which no longer would be eligible for Warranty RepairThere were no prior call records found regarding this unit until recently when we were contacted by customerCustomer was offered out of warranty repair at a service center as we would not longer be able to offer Warranty repair due to the unit being out of Warranty beyond any warranty exception.We consider this matter closed

We would like to apologize to customer for the late replyWe were waiting for update from our Out Of Warranty Repair Deparment but did not receive an update.The issue was forwarded to our Repair team to address and reach back out to customerShould customer have any question or concern we advice customer to reach out to our Repair team for further assistanceWe thank customer for their time and patience

I had not responded to the final message because I wanted to make sure that we received our unit, and that it has functioned properlyWe have received it and have been able to run it twice and have found it to have been repaired.Thanks,

We are in reply to customers complaintWe would like to apologize for any inconveniences we might have caused while attempting to repair the unit as pat of our Out of Warranty repair programDue to the success of the repair program, it has affected our Total Turnaround time originally provided to customer.Customers unit is currently at its final testing phase and is scheduled to be shipped back to customer MondayOur Neato team reached out to customer to provide an update, but unfortunately only reached a Voice MailThey will make another attempt to reach out to customer and provide the repair updateWe thank customer for their time and patience, and consider this matter closed

[redacted] [redacted] le Wed, 05/10/7:pm It is now 5/10/The promised check has not arrived

We are in reply of customers compliantWe would like to apologize for any inconveniences we might have caused while attempting to exchange customers defective unit under manufacturer's warrantyWe provided customer with a total turnaround time of 15-business days from the day the unit is received at our warehouseIt is now days pasts the time provided to customer and we apologize for the delayCustomers exchange is currently being prioritized, we hope to have an update readily available by early next week, with an outbound tracking number.We would like to thank customer for their patience and urge customer to contact our call center in case of any questions or concerns We are prioritizing this exchange and consider this matter closed

We are in reply to Ms [redacted] complaintWe apologize for any inconveniences we might have caused while attempting to assist customerUnfortunately this unit was purchased more than a couple of years ago, it was purchased Feb 2012, and the Manufacturer's Warranty expired on Feb The unit is over years out of Warranty coverageAgain due to the age of the of purchase we will not be offering to repair/exchange/refund the unitWe consider this matter closed

We are in reply to Mr./Mrs [redacted] 's complaintWe would like to apologize for any inconveniences we might have caused while attempting to provide a satisfactory resolution regarding the unit in warrantyThe second exchange was delayed past our estimated Turn-around time stated to the customerThe delay was due to our internal transition of chancing locations which directly affected our exchange turn-around time frame of up to business daysSince customer received the second exchange unit on 10/24, it was reported the second exchange was damaged in transitWe have since offered a full refund to customer which was already initiatedSince we have agreed to refund the value of the unit to customer we now consider this matter closed

We would like to apologize for any inconveniences we might have caused while assisting customer with the original issueOur manufacturers warranty covers the unit for year from date of purchase The total use of the unit does not determine the warranty, rather the date of purchaseWe understand when the original unit was replaced it was done so right before the warranty expiredWe exchanged the original defective unit with a working replacement last year and was delivered to customer's address 10/22, the original warranty expired 11/2/The unit is now months Out of Warranty.If customer would have contacted us immediately after receiving the replacement unit we would have been able to provide other options and we possibly could have filed a claim with the shipping company for damageThis can no longer be provided as the unit was delivered over months agoIf customer purchased an extended warranty through the store we urge customer to contact the extended warranty companyAt this moment we will not be offering any repair/exchange/refund as the unit is now Out of WarrantyCustomer can attempt to repair the unit at their discretionWe now consider this matter closed

We would like to apologize for the long delayThere was a discrepancy with the receiving of the unit after the refund was approved for customer in March.Because the unit was returned before the refund was approved internally, the exchange was not processed accordingly and refund was not automatically requested per our process.We would like to once again apologize as this error is completely on our end, customer has been waiting for the refundWe are expediting the request today, the check should be processed and mailed out no later than tomorrowCheck will be mailed out USPS, we urge customer to allow a few business days for USPS to deliver the check.Our staff will reach out to customer once we have more updates available.We thank customer for their time and patience

We are in reply to Ms***s' complaintCustomer was already advised the refund was our option given to customerThe exchange was not intentional and was caused as a result of receiving error on our companies endCustomer was already told she would receive a Refund as originally statedCustomer accepted the refund, we have initiated the refund process on our endOnce the last exchange unit is received, the refund check will be processed and mailed to customer within 10-business days.Again, the refund was already offered and agreed to by the customerWe consider this matter closed as customer was already aware of our resolution

We are in reply to Ms [redacted] 's complaintWe do not show record of referring customer to Service Center, rather we received a notice from our Warranty Administrator in late August stating the unit was not repairable due to back stock partIt is a possibility the customer might have contacted their Extended Warranty provider not the manufacturer of the unitAfter receiving indication we called customer to set up exchangeWe also offered out of courtesy to send a box with a return label to customer since we understand looking for a box to return the unit cab become inconvenientPlease note we are not obligated to provide a box, we offer only out of courtesyWe do see in our system an issue with the ordering of the boxAfter several attempts by the call center, the system was finally able to process the box request which has been shipped out to customerThe box was delivered to customer today 10/with Ftracking number [redacted] We will follow through with exchange just as told to customer once customer returns the defective unit back to our return locationWe would like to apologize for any inconvenience we might have caused while attempting to replace the unit under warrantySine we show the box was delivered for customer to return the defective unit back, we now consider this matter closed

I am rejecting this response because:the television sent is damaged and does not work Regards, [redacted]

We are in reply to Ms [redacted] complaintWe would like to clarify, this complaint is not against Funai's Call CenterMs [redacted] purchased an extended Warranty at the storeCustomer called her Extended Warranty Company Assurion's Call Center, which sublet their claims to a company called Lifetime Lifetime took customers repair claim, when the unit was deemed un-repairable, they requested an exchange through our company Funai ServiceThe exchange was delayed by Funai Service due to an internal logistics transition changeSo by designAgain, Funai Call Center did not have any record from customer as the claim was not handled by FunaiCustomer called extended warranty company, not Funai's Call CenterCall Center has no visibility on any exchanges requested by Lifetime/AssurionThis was explained to the customer when she called Funai Call Center, and our Supervisors did their best to explain this to the customerI was provided shipping updates from Funai Service logistics teamCustomers Exchange was shipped out 10/12, and is currently on route scheduled to be delivered today 10/Below is the Ftracking number with current updatesFTRACKING: [redacted] We are glad we were able to at least provide a tracking number and assist with customers resolution.Going forward should customer have any issues she welcomed to call the toll free number on the unit itself for assistance from our Call CenterCustomer will need to provide both serial numbers for warranty purposesSince we provided tracking information showing the exchange was shipped, we consider this matter closedAny further escalations would have to be addressed to Assurion/Lifetime company as the repair/exchange claim was processed at their Call Center not Funai's Call Center.Thank you

We are in reply to Mr [redacted] complaintWe have been in constant communication with Mr [redacted] many complaintsCustomer was offered option of repair as a courtesy as the unit no longer carries manufacturers warrantyUnfortunately the unit arrived damaged, so now customer is being processed for an exchangeMr [redacted] is aware and has been told to patiently wait for an update from FunaiSince we are exchanging the out of warranty unit, we consider this matter closed

We are once again in reply to customers complaintWe spoke with customer 04/Wednesday regarding the missing accessoriesThe missing accessories were mailed out 04/and are scheduled to be delivered tentatively tomorrow 04/We thank customer for their time and patience and once again consider this matter closed

We are in reply to Ms [redacted] s complaintWe would like to apologize for any inconveniences we might have caused while attempting to service or replace the unit under warranty.We understand the customer is not satisfied with the resolution of receiving a substitute re-certified modelWe have contacted customer to offer a refund but were unable to speak with customerWe advise customer to return our call through the Call center so we may start the refund processIf customer does not have the proof of purchase we will issue a refund for the unit market value.Since we have already initiated the offer for refund, we consider this matter closed

Revdex.com: I reviewed the response made by the business in reference to complaint ID 11696937, and find the resolution is satisfactory to meAlthough, I'm outraged regarding their claim that this could have been handled by Customer Service, hence me contacting Revdex.comIt's also that the replacement TV was damaged before shipmentIt's very obviousUnreal after all these months and it's still my fault