Funai Service Corporation

We are in reply to customers complaintAlthough the Neato brand is not supported by our Funai Call Center, we will forward the complaint to the Neato team at Funai Service warehouseUnfortunately we haven no way of providing direct updateson the Neato productsWe advise customer to allow up to
business day to receive an update by either phone call or e-mail with status update from the Neato team.As we cannot assist further, we would like this matter closed as customer will receive an update from Neato team

We are in reply to customers complaintWe would like to apologize to Mr*** for any inconvenience we might have caused while attempting to replace the unit under warrantyWe understand customer is not satisfied with the last exchange processed and the additional warranty coverage already
offered to customerAt this point we are authorizing customer to receive a full refund paid for the unit itselfOur Manufacturer's Warranty convers only the printer itselfWe will NOT be refunding any other claims or chargesWe have already instructed somebody from our Escalation Team to reach out to customer to initiate the refund and instruct customer of our Refund processWe urge customer to wait for a phone call or return our phone call to the call center so we may process a full refund for the amount paid for the unitSince the refund has already been authorized, we consider this matter closed

We are in reply to Ms*** complaintWe have made several attempts to speak with Ms*** this weekWe need customer to call our Call Center and ask to speak to a SupervisorWe would like to apologize for the inconvenience and process a refund for customer for the amount paid for the TVIf customer does not have the proof of purchase we will be offering a refund for the amount of $evenIf customer does not have her receipt, we do not offer to refund taxes as we need the proof of purchaseCustomer will be refunded the amount of the unit onlyPlease note customer was covered for Parts only when the unit was brought t one of our Authorized Service CentersAt the time customer was covered for Parts and responsible for the labor feeWe do not refund the labor fee as that was agreed by the customer to pay the service center for the service performedWe thank customer for their time and patience and urge customer to contact our call center to initiate the refund processThe refund check will be processed upon receiving the unit at our warehouseSince the refund was already offered to customer we consider this matter closed

T DVD/VCR recorder stopped rewindingI contacted the co3X to receive a return label & I never received oneof the employee's said to ship it back at our expenseThe date they received it was Oct23, This was still under warentee and they were supposed to replace it with a new oneAfter more than calls, we still have never received our new one. The were supposed to honor the warrentee and replace the old one with a new onePlease just send us a new oneAfter plus call, there is no communication with upper management

We are in reply to Mr./Mrs***'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 are in reply to customers complaintWe would like to apologize for any inconveniences we might have caused while attempting to exchange customers defective unit under our manufacturers warrantyWe noticed a discrepancy after we received customers defective unit, which caused the exchange not to
be automatically requested as part of our exchange processWe have since corrected the discrepancy, the replacement unit has been shipped and delivered to customer on 01/08/We apologize for the delay and thank customer for their time and patienceShould there be any further questions or concerns, we advise customer to contact our Call Center for further assistanceWe now consider this matter closed. FTracking Number:
***

I am rejecting this response because:The repair center owner has been specifically telling me all along that his only certified technician no longer works for him therefore he HAS noone at his shop who is trained to do the warranty repairI am not comfortable having a repair done on my almost new television by someone who is not trained properly to service the unitAccording to the company's own warranty statement- this would void the remaining warranty on my unitThe unit has already proven to be of poor quality so I must assume that there will be more parts malfunctioningIt would be foolish for me to do as the company wishes and accept this option, but I assume they are pushing this in an attempt to get out of honoring the remainder of my warranty so that they do not have to assume further expenses for their substandard workmanship.As far as accepting a "used" tv in place of my new oneI specifically asked if the company was prepared to replace with a comparably aged televisionThey told me they could NOT make that guaranteeI did not buy a NEW television just to have them replace it with one that would be substantially older and would not come with a comparable warranty periodThat is unacceptableI paid for a television that is only a few months oldIt is NOT the same value for my purchase to accept a broken one that has been repaired and comes with no ( or less) of a warrantyA used tv with no (or less) warranty would have been less expensiveIt is not comparable to what I purchasedIt is not fair businessIt is bait and switch in the truest and most unethical form

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

We will not be offering a refund based on customers complaintOur manufacturers warranty covers the unit for up to year of purchase in which case we will repair or replace the unitCustomer is welcomed to call the call center back so we may begin the exchange process.The agents reply is detailed and does not contain any offensive materialOur initial reply which is pasted below, does not contain any implication or offensive terms insulting customerOur agent attempted to explain why it is not valid, it is in plain text and did not contain any letterhead from the companyThis is standard practice applied to all proof of purchases not just Ms***We urge customer to call us back to arrange repair while the unit is still under warranty

We are in reply to customers complaintWe would like to apologize for any inconveniences we might have caused while attempting to service customer under warrantyDue to a discrepancy on our end, when customer called back and provided the proof of purchase after the check was originally issues, the
request was not processed accordinglyOur system insisted the refund was already processed therefore never triggered the second check to be issuedWe have requested for the second check to be issued for the remaining balance from the total customer paid forThe second check should be cut and mailed out to customer sometime next weekWe have attempted to reach customer multiple times on various occasions this week to provide this update and haven ot been successful in reaching customer. We are processing second check for remaining balance and consider this matter closed

Customer is no longer covered under manufacturers warrantyOut of courtesy customer received an upgraded comparable model TV out of courtesy from the companyCustomer is welcomed to purchase any accessories going forward as the replacement unit does not come with manufacturers warranty as agreed prior to the exchangeWe have gone up & above, beyond any customer satisfaction possibleThis case has been considered closed in our end

We are in reply to Ms***'s concernWe would like to apologize for the delay in processing and shipping out Ms***'s exchange unitThe delay which was caused by not having the model or a comparable model in stock available for exchangeWe understand this was not caused by customer
and was an issue on our endThe exchange has been processed and shipped outIt is currently on route scheduled to be delivered to customer sometime today by Fed-exAgain we apologize for the inconvenience and appreciate the customers patienceSince we assured the exchange has shipped to customer, we now consider this matter closedFTracking Number: ***

From: *** *** *** Sent: Tuesday, January 03, 9:PMTo: Revdex.comSubject: Re: You have a new message from the Revdex.com of Central Ohio in regards to your complaint #***I still have not received the replacement or heard when the replacement is coming, been three weeksWorst customer service I've ever seen

From: *** *** ***>Date: Fri, Dec 4, at 4:PMSubject: Case *** Attn* *** *** ***To: *** ***I am writing in regards to your message to me on 11-24-You said if I didn't receive my refund on the TV by today12-4-to let you knowWell guess whatStill nothingPlease reopen this caseI want my refund.Sincerely,*** ***

I am rejecting this response because: I express my concerns about the quality of this tv and all I receive was a disconnected service center number and my product is out of warrantyI should have receive better assistance because tv's should not malfunction within three yearsIf a company truly care about their consumer they would give some kind of effort to reconcileIt would be satisfying if I could at least receive some kind of discount toward another tv since I cannot get the one I have repaired
Regards,
David ***

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 customers complaintWe would like to apologize for any inconveniences we might have caused while attempting to replace customers unit under manufacturers WarrantyWe initially offered customer a replacement unit to be substituted with a Magnavox model to which customer accepted
Unfortunately we sent out an even greater upgrade and sent customer as *** brand modelThis was not purposely done, rather an oversight when the model was requested to be shipped out.The upgraded replacement unit was refused by customer and was supposed to be returned back to the companyUnfortunately the exchange did not make it back to our warehouse, an seems that it has been lost by *** We have approved and authorized for customer to receive a refund one of our Supervisor team members will contact customer to provide this very same updateWe ask customer to allows us a few business days so we may file a lost unit claim with fand have the refund request processed on our endSince the refund has already been approved , we now consider this matter closed

We are in reply to Ms*** complaintRegardless of return reason, customer was advised at the time order was placed, All Sales are FinalThere is no contract, or laws covering this, just a verbal agreement customer agreed to before placing the orderHowever we understand for whatever
reason customer no longer needs the remoteWe will go ahead and refund amount for the Part ordered, we have also requested a courtesy call from our Parts Department to contact customer back and advise we are making an exception and will refund customer the amount of the orderWe thank customer for their time and consider this matter closedPlease do not reject our reply immediately as Credit Card transactions can take up to a few business days for refund to be processed back in to customers account

We would like to once again apologize for any inconveniences we might have caused.We have no record of anybody from our Customer Support calling customer on Wednesday to offer a RefundThe Refund was never authorized by management, as we have inventory available to exchange with.As stated on our previous reply, we will NOT be offering or issuing a refund based on customers request of not wanting an exchangeWe will go ahead and follow through with the Exchange as originally stated to the customerWe will have more details by next weekWe urge customer contact to contact our customer support for further assistance and not reject replies on this forum.We thank customer for their time and patience

3/23/17They said they were not going to do anythingIt was a year and month oldAlso they said I could get a cleaner tapeplaces they didn't have itEven at there corporationThey didn't supply tools.*** ***I still think there wrong!!