Funai Service Corporation

We are in reply to Mr***'s complaintWe would like to apologize for any inconveniences we might have caused while attempting to replace customers unit under warrantyWe have been in constant communication with customer since we offered to exchange the unit under warrantyCustomer was give a
Total Turnaround time of 15-business days(does not include weekends) to receive an exchangeWe received customers defective unit on 04/Exactly business days later we reached out to customer and advised we currently did not have stock of customers original Sanyo model, we did however have an upgraded newer Magnavox modelIt was at this point customer refused to exchange for other brand which led to customer having to wait for the Call Center receive a response from our corporate office to the refusal of exchangeOur Management team authorized to process a refund earlier this week, Call Center reached out to customer Tuesday on several occasions even trying an alternate number and was not able to make contact with customerWe advise customer to reach out to the call center and ask to speak with Escalation team to start the refund process and to answer any questions customer might haveAgain we urge customer to reach out to us instead of replying to this complaint using this outlet as we will not initiate the Refund until we confirm with customer to provide full disclosure of refund and collect the Original proof of purchaseWe thank customer for their time and patience and consider this matter closed

Revdex.com:
I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to meHowever, my acceptance of the resolution is contingent upon the receipt and proper functioning of the repaired productThank you for your assistance!

We are in reply to customers complaintWe are having a trouble understanding the complaintPart of our warranty if a unit cannot be repaired, it is exchangedWe have already initiated an exchange to customer which accepted to follow guidelines under our exchange program.The tv will be replaced
under warranty with a recertified unitWe will not replace the unit with new stock as new stock availability varies daily and cannot guarantee to customerWe urge customer to contact our call center directly should there be any questions or concerns going forwardWe thank customer for their time and patience and consider this matter closed

We are in reply to Mr***' complaintWe strongly suggest customer read our reply before rejecting the replyWe understand customers frustration and apologize for customers model not being in stock available to ship out as exchangeAgain, this is a promo item from last year's Black Friday Sale, this models are not generally sold any other day by Walmart unless they have remaining stockSince it have been almost year form purchase, it becomes difficult to stock an older item that was a promo modelWe prefer to offer a refund to customer than to have customer waiting until inventory becomes available as we do not have a definite date when stock will be availableWe thanks customer for his patienceThe refund check is being requested today, we should have updates available by next week which we will e-mail customerSince we are offering the refund as an alternative for customers model not being readily available, we consider this matter closed

We received the attached letter from customer on 12/However we are still missing documentsCustomer mailed back a copy of the signed letter, and the receiptWe are still missing the original UL Label located behind the unitThis is needed for processing the disposal of a unit still in warranty and releases customer from liability, This was explained to the customer when the refund was initiated, and the last time customer called our Call Center 12/the same day documents were receivedOur agent explained to customer we need the label from the unitThis was not included in the paperwork received from customer, and it is not included in this attachment.We will not proceed with refund until we receive the original UL Black label behind the unitWe need the original label removed from the unit itself and mailed to us, not a copy of the label.This black UL Label is located either behind or on the back of the unit depending on type and model. This model will have both model and serial number on the labelAgain we need the label not just the information off the label.Once customer sends the label, we can then proceed with the refund

Customer was updated the status on the refund check before filing this complaintThe refund check was processed and mailed out 09/Our accounting department processes refunds once a week, so the actual check did not get processed until 09/Our call center provided customer turnaround time to
allow enough time to for the check to be either delivered to customer or returned back to our office in OhioWe advise customer to allow USPS enough time to deliver the check. If customer does not receive the check by 10/again enough time to be delivered ore returned, we urge customer to contact our call center to get status on the checkSince the refund has already processed we consider the matter closed

We are in reply to Mr***'s complaintAfter customer called our Call Center for assistance stating there was a dark circle on the screenPart of our troubleshooting is to prompt customers to send in a picture showing the possible defectCustomer sent in a picture showing the screenAfter
reviewing the picture, there is clear indication the issue with the TV is not a defective part, rather damage to the panelThe cracks on the panel were not caused by any microfiber cloth or cleaner, rather by an impact point with forceIt is impossible for us to determine how the unit was damaged, however we did explain to the customer our manufacturers warranty does not cover damage, whether the damage is intentional or accidentalThis was explained to the customer during the callAll we can do on our end is apologize for the inconvenience and clarify a damaged TV panel is not defective rather damagedAgain, we will not be able to honor any repair/exchange/refund due to the unit being damagedWe thank customer for their time and patience and consider this matter closedWe are attaching the picture of the damaged panel as example

We are in response to Ms***'s complaintWe would like to clarify the unit provided in the complaint is not manufactured by Funai CorporationWe can however make sure somebody from Funai Service reached back out to customer with an update and status on the unit repairWe advise customer to
wait for a call back from Funai Service in regards to her unit repairWe consider this matter closed

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

We are in reply to Mr***'s complaintOur manufacturers Warranty stats from the date of purchaseUnfortunately after reviewing the Receipt sent in by customer, we found inconsistencies with the proof of purchase provided by the customerThe receipt does not show a retailer brand logo, just
the name of the alleged storeThe store header on the supposed invoice does not show a physical address, we were unable to locate a *** *** in *** **, we were unable to locate a *** in *** ***, the zip code on the invoice is for a city in New YorkThe retailer Adams Electronics dos not show up as a business online, the telephone number provided does not lead to an open business and were not able to speak with anybody, an the email address listed was not valid so we were unable to validate the purchaseIf we can have some type of contact info so we can valid ate the purchase with the store that sold the product, is all we would need to validate the purchase.Please note the unit in question was manufactured in which is the reason we need a valid ReceiptAgain we are not able to accept this receipt at this time there for unable to provide any warranty options for customerI have attached the receipt sent in by customer for reference

We ask customer to read the reply before rejectingThe complaint filed was regarding receiving the ExchangeExchange has been receivedIf customer has an issue with the exchange unit received, please call the call center as the unit is under Funai warrantyWhen customer calls the call center another options will be provdedEither exchange or refundThis will not be done through the Revdex.com.We are not considering this matter closed with the customer, customer needs to call Funai Call CenterWe are considering this matter closed with the Revdex.com case as customer received the exchange unitWe ask customer to stop rejecting replies and contact the Call Center so we may assist accordingly

We are in reply to Ms***'s complaintWe would like to apologize for the exchange delayWe understand this is the second exchange we are processing for customer and are confident she will receive the replacement and will continue to enjoy using the unit,We have prioritized the exchange and is
scheduled to be picked up and shipped by fsometime todayBelow is the order and tracking number for customerPlease note Fwill not update tracking status until the unit has been scanned at one of their hubsWe would like to thank customer for their patience while we processed the exchange. Since order has been placed and is scheduled to be shipped we consider this matter closedOrder Number: ***Fed-Ex Tracking Number: ***

We are in reply to customers complaintWe would like to apologize for any inconveniences we might have caused while attempting to service customers unit as part of our Out of Warraty Repair programDue to the high demand of the our new program, the total turnaround time has surpassed what customer
was original told The last update on your unit, it is on its final testing phase and will be scheduled to be returned to customer by MondayWe thank customer for their time and patienceSince we have provided customer with update we consider this matter closed

We are in reply to Ms***' concernCustomer initially called our Call Center 06/After performing Troubleshooting over the phone, customer was offered the option of In Homer Repair which was refused by customer and stated she would return the unit back to the store06/Customer called back
stating the store would not return the TV and wished to proceed with In Homer Service RepairCustomer was explained In Home Repair process which would involve a call back from a technician who would later schedule a repair date07/Unit deemed un-repairable by technicianCustomer was told to wait for update from Call CenterCustomer called several times and was told to wait for a call back with more options07/Customer was called back and was offered an exchangeWe explained warranty Exchange process to which customer denied exchange07/Customer called again demanding an exchange be shipped to customerCustomer was once again explained how our exchange process works, Defective unit must be returned to companyOnce the defective unit has been returned and processed in our warehouse, an exchange is entered and shipped out to customerThere are no exceptions, to our Exchange process, customer is welcomed to call back so we can initiate the exchangeIf customer does not have a box, we supply one at no charge to customer out of courtesyAgain, the defective unit must be returned before we can process and ship out an exchangeThis is standard procedure for our Warranty Exchange processWe also supple return labels through fto return the unit at no charge to the customerCustomer is advised to call our call center so we may proceed with exchanging the unit that is still under warrantySince customer is still under our Manufacturer's Warranty, we consider an exchange a fair resolution and consider this matter closed

We are in reply to Ms***'s complaint.We would like to correct customers statementOn Customers initial call 10/18, customers stated she needed a remote control for her DVD player as she did not have oneOur agent was not able to Troubleshoot the remote as customer stated she did not have
a remote controlThis was documented on our system and we have the call recordings as wellOur Agent also advised customer when the order was placed "All Sales are Final" as this is part of agent call script when placing the order for the remote control.10/Customer called back stating the remote buttons did not workThat agent processed a second order for customer at no charge as she had just placed order with us10/we received another call from customer stating that replacement remote was also not workingWe then advised customer the possibility of the issue being the DVD player not the new remotes10/customer called once more stating her "old remote" was workingWe assume show found the original remote control and was now asking for her money back.As stated during the original call when customer requested to purchase the remote control from our company, all sales are finalWe can make exception, as we understand customer has no need for remote controlsIf customer mails back the new remote controls to our company, we will authorize the refund for the remote controlsWe will not however be able to refund the shipping fee as we shipped out remote controls successfully to customerWe thank customer for their time and patience and consider this matter closed

We are in reply to Ms*** complaintWe have done our best to resolve customers issuesWhen customer complained about our service center waiting on parts, or Warranty Administrator contacted the Service center directly and the service center never heard of the customer, had no record of the
unit being brought for repairNot much we can do to resolve thisCustomer was then offered an exchange to which customer refusedNow customer is demanding a refund.Our staff will contact customer to set up the refund and explain our process to customerWe will issue a refund for the unit with the understand the unit is not damagedWe will be issuing a refund for customer and now consider this matter closedWe urge customer to contact our call center for further updates going forward

I am rejecting this response because: my complaint was not only about a partThe main complaint was regarding this company selling a television of poor qualityAnd the customer service sucks!! I was never told any parts were on back order or not in stockMatter fact I was not told much very little and never received any return phone calls when I inquired about the delayBut problem solved your poor quality tv is not repairableI am waiting on my refund nowSo now the case is closed

Its apparent customer received an exchange that was damaged during shippingSince customer is refusing another exchange, we urge customer to contact the Call Center so we may offer and process a refund for the original unitThis matter could have been easily handled through our Call CenterPlease
contact Call center so we may offer and explain the refund process

We are in reply to Ms*** complaintWe would like to clarify, this complaint is not against Funai's Call CenterMs*** 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: ***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

As we stated in the original reply, customers unit has been Out of any Warranty coverage since 2013. There are no recalls for this model belonging to customer, nor are there any serious issues that we are aware of from this outdated model.Again, we will not be offering to Repair/Exchange/Refund since the unit is no longer covered under warrantyWe thank customer for their time and patience and consider this matter closed