Funai Service Corporation

We are in reply to Mr./Mrs***'s complaintWe received customers unit on 11/not October per Fed-ex Tracking number ***Our turn-around time for exchanges is 15-business days, not including weekends or HolidaysIt has been exactly weeks past the turn around time told to
customer, which we are fully aware of on our endThe delay is due to no inventory available for customers unitCustomer purchased a promotional item that was mostly sold during the Black Friday sales at Walmart Since we do not have inventory, we will now be processing a full refund for customerWe have already made a request for a Supervisor to return customers call to start the refund processIf Customer has their original receipt, we will be refunding the full price paid for the unit including state sales tax and will need customer to contact us to email a copy of the receipt immediatelyIf customer no longer has the receipt, customer will receive a full refund for the amount of $even, not negotiable without the Receipt.Pleas note we will ONLY be refunding the value of the unit, as our Manufacturer's Warranty covers only the unit itselfOur Supervisor should be reaching out to customer to set up the refund, and we now consider this matter closed

I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me on the condition that it works properly and that the timer record works properly, as it shouldI will contact the business for a return labelHowever, if the machine does not work properly, I will send it back again at THEIR expense not mine, until I receive one that that works correctly
Regards,
*** ***

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

We are in reply to Ms***We would like to apologize for any inconveniences we might have caused while fulfilling customers order. Unfortunately we do not carry or sell original BookletsCustomer has stated multiple times she expected a booklet, however we do not lead
customers to expect a physical paper booklet as we do not guarantee we have them available as our agents have advised to customer. Customer did not pay $for the copy of the Owner's Manual that was sent out, the price for the copy of the manual was $At this point we have issued manuals and another complimentary remote control for customerThese charges outweigh the price of the copy of the manual.We would also like to note, the $charge is mainly for the service we are providing to customer of sending out a copy of our Owners ManualsAll of our customers have free access to download a copy of the manual online, at no chargeBecause customer continued to call back multiple times to complaint, lead our agents to send out more copies of the manual to customerCustomer was not charged for sending out the other manualsIf customer is no satisfied with the copy of the manual, we urge customer to return the copy of the manual for a $refundWe will not refund the price of the remote or shipping as we have shipped out multiple timesAgain we urge customer to contact our Call center to follow through on returning the manual for a refund and now 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 are in reply to customers complaintWe are unsure where customer has been calling that he was not able to speak with live support, we have available agents always on hand during operating business hoursCustomer has made several calls to our Support Center where he was able to speak with
our representativesCustomer originally was set up for In Home Repair which was never finalizedWe use a 3rd party repair service which never confirmed or finalized the appointmentWe have since reached out to customer and offered to exchange the unit under our Manufacturers WarrantyWe spoke with customer again today and confirmed the Exchange processWe now consider this matter closed and thank customer for their time and patience

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Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and I hope this is going to get taken care of SOON! I was told Jan 5th that a new cheque had been mailed out, it's now Jan 17th and I still haven't received anything! I keep getting told I am going to get a call since before Christmas and nothing, I have to keep calling and like I said Jan 5th I was told yous had spoken to upper management finally and a cheque had been mailed out that Friday the 5thSo has there actually been one mailed? This is going on a month since your bounced cheque, why is it taking so long for yous to correct your mistake! Not to mention the overall issue has been going on since Nov 2017! Please let me know what is going on!
Regards,
*** ***

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 products
We advise customer to allow 1-
business days to receive an update by either phone call or e-mail with status update from the Neato team, in case they have not yet been contacted
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 Mr/Mrs***We do not understand the purpose of this follow upCustomer has been called and have been offered a refundCustomer has been explained the return of the unit is required before the refund can be processed and mailed out to customer10/26: Customer called back to notify us they received last exchange damagedCustomer was asked to send in pictures of the damaged unit for claims purposes, and a copy of the purchase receipt10/27: We received the pictures of the damaged unitDid not receive clear copy of purchase receipt.10/28: Customer was not able to email Purchase receipt, requested to mail physical copy to our corporate address.11/04: Physical copy of the purchase receipt was receivedCustomer was emailed back instructions for our refund process11/10: Received Revdex.com follow up complaint business days after just receiving the purchased receipt.We need the damaged unit returned so we may process the refund as part of our Refund processWe will not be mailing out the refund until the damaged unit is returnedI have personally requested a box and freturn label to be shipped to customer ASAPCustomer must return the damaged unitOnce damaged unit is returned we will process refund immediatelyWe consider this matter closed as we have already initiated the refund process for customerCustomer is encouraged to call the call center and speak with a Supervisor or Manager for any questions, follow-ups, or concerns regarding the refund process before opening another complaint

We are in reply to Mr***'s complaintWe would like to apologize for the inconvenience of customer receiving a refund check for the wrong amountWe have confirmed the discrepancy on our end, and will do our best to process a second check for the remaining balance and have it
processed and mailed out as soon as possibleThe wrong amount initially sent was an oversight by the department handling the request,Customers full refund will be for the total amount of $618.46, this total includes the 7% state sales tax customer paid for at time of purchaseThe original check was for $218, which would leave a balance of $400.46.Please note Manufacturers Warranty covers only the unit itselfWe will NOT be issuing any type of compensation as we are not responsible for any other charges other than the unit itselfWe have instructed a Supervisor to reach out to customer and advise of this statusWe will be requesting second check for remaining balance, and consider this matter closed

*** *** May 16, 2017***,Miracles do apparently happenCheck was waiting for me when I got hometonightI imagine that would not have happened without your assistance.Thank you!Once I see that it has cleared my bank and was viable I will go in andaccept the resolution so that you can close my issue.***

I am rejecting this response because: Emerson has said they are refunding us the full amount that we paid...that is far from the truthThey are offering to pay us the amount minus the taxes as well as minus the service fee we incurred of $to their repair shop where they informed Emerson it would be cheaper to replace our television set with a new one than repair oursI feel that is unfair considering it was purchased thanksgiving day where I stood in line for hours to purchase it for half offEven though we purchased the televsion on a thanksgiving day sale at half off that does not under mind the value of the televisionIt came with a one year service warrantyI went to Walmart tonight and they have a 46" televsion set on sale for $298.00...not a 50" television such as the one I purchasedI can't go and purchase a television for the same price I can't even purchase an Emerson 50" television at Walmart...I'd have to go somewhere else to be able to compare the same size of a televsionI have all emails that I have sent back and forth to EmersonI can forward them to you if it'll help me resolve this issueI tried to attach them to this emailBut, if you'd let me know where to send them I'd greatly appreciate itI just want this issue resolved and done with after all these months of aggrevation

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*** 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* *** 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 of customers compliant. We would like to apologize for any inconveniences we might have caused while attempting to exchange customers defective unit under manufacturer's warranty. We provided customer with a total turnaround time of 15-20 business days from the day the unit is...

received at our warehouse. It is now 3 days pasts the time provided to customer and we apologize for the delay. Customers 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 would like to apologize for any inconveniences we might have caused while assisting customer with the original issue. Our manufacturers warranty covers the unit for 1 year from date of purchase.  The total use of the unit does not determine the warranty, rather the date of purchase. We...

understand when the original unit was replaced it was done so right before the warranty expired. We exchanged the original defective unit with a working replacement last year and was delivered to customer's address 10/22, the original warranty expired 11/2/2015. The unit is now 6 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 damage. This can no longer be provided as the unit was delivered over 6 months ago. If customer purchased an extended warranty through the store we urge customer to contact the extended warranty company. At this moment we will not be offering any repair/exchange/refund as the unit is now Out of Warranty. Customer can attempt to repair the unit at their discretion. We now consider this matter closed.

We are in reply to Ms. [redacted]'s complaint. We have  received countless calls from customer with the same request. We would like to clarify customer's concern is not a defect with our product. This is simply a misunderstanding by the customer not understanding how the product works. Customer...

is using a cable box as a receiver, as this unit does not have a tuner. When the unit does not have a tuner you can only watch the same thing you are recording. You can set up timer recording, however the channel is set on the cable box not he recording device. This has been explained to customer multiple times over the span of months. We even offered an exchange due to customers miss-understanding of not knowing how to properly use our unit. At this point we are offering customer a full refund upon the return of the last unit sent to customer, with the understand this unit is most likely working as it was intended and there is no defect with the unit. Customer will be contacted by a staff member from our Calls center and will be asked to send in the Proof of purchase. Again the refund will not be processed until the last unit is returned to our warehouse, which at that point the refund will be processed. We consider the refund a more than fair resolution as we feel there is nothing wrong with the unit and the original unit and now consider this matter closed.

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

We would like to apologize for the long delay. There 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 refund. We are expediting the request today, the check should be processed and mailed out no later than tomorrow. Check 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.

To whom it may concern,I'm contacting you in regards to my refund check. My refund arrived today 11/30. Thanks so much in regards to this matter. Sincerely[redacted]

Good Morning,I am contacting you again regarding this matter because the company has lied to you and I about the refund being issued.  In this original complaint the company states this:  MESSAGE FROM BUSINESS:We are in reply to Ms. [redacted]'s complaint. We would like to apologize for any inconveniences we might have caused while attempting to service, then replace the unit under warranty. Unfortunately we were unable to process an exchange which then a refund was offered to customer.The refund was processed and mailed out to customer on 01/15/2016 for the amount of $218 since no proof of purchase was available. We advise customer to allow the Postal Service enough time for the check to be delivered.Should customer have any issues or concerns we urge customer to call our Call Center back so we may assist customer accordingly. Since we have followed through on our end with issuing the refund, we now consider this matter closed.However on February 10, 2016 I contacted Funai Service Corporation because I have yet to receive the refund check.  Per their email to me on January 19, 2016 they advised me to please allow 3 to 5 business days to receive this check.  I can forward you a copy of this email if needed.  On February 10, 2016 I spoke to JM and he told me that my refund had NOT been mailed on January 15th and had yet to be processed.  I asked to speak to his supervisor because I was told in email and by the Revdex.com that this matter was taken care of on January 15th.  At that point I spoke to Juliette who told me that she was sorry that there was a miscommunication that in fact it takes 3 to 4 weeks once they mail the refund check, not 3 to 5 business days like I was originally quoted.  Also she stated the same thing as JM that the refund had NOT been issued like I was told on January 19th.  I advised Juliette that I would be back in contact with the Revdex.com and my attorney.  Please let me know if there is anything further you need from me.Thank you, [redacted]