Funai Service Corporation

Consumer[redacted], returned my call at 2:03 pm EDT to confirm that she had received the refund check from Funai and that her complaint could be closed resolved.

We are in reply to customers complaint. We would like to apologize for the delay in response and assure customer the Neato team is doing their best to finalize all repairs part of our Out Of Warranty repair program. The program has been very successful, unfortunately also causing delays with the...

original turnaround time provided to customer. Please expect an update from the Neato Team shortly. Meanwhile we urge customer to wait patiently for an update, we will do our best to prioritize this repair and provide an update for customer as soon as possible.
We thank customer for their time and patience.

I am rejecting this response because:I am still yet to receive any kind of shipping notification from the company.  Once I have seen the tracking information and that it has left the facility I will believe it.  I was told two weeks ago it was being pulled and would ship out on the 12th and now two weeks later I am being told the same thing.

We are in reply to customers rejected response. We strongly urge customer to patiently wait for the exchange to be processed. The defective unit was received at our warehouse yesterday 12/14. Our Total Turnaround  Time for an Exchange is 15-20 business days. If customers model is in stock the exchange will be shipped out very quickly, usually with in a few business days. However, please note rejecting our response will not make the exchange process go any faster as there are multiple departments involved in processing exchanges.  There is nothing to update on our end other than the unit being received, which customer should have knows since the Tracking numbers were mailed to customer along with the shipping box sent out of courtesy. Nothing further to update, we consider this matter closed as customer will receive an exchange unless provided a different option.

From[redacted] Sent: Wednesday, February 24, 2016 5:52 PMTo: Revdex.comSubject: Re: You have a new message from the Revdex.com of Central Ohio in regards to your complaint #[redacted] Sanyo has resolved this complaint, Thank you for your help

We do not understand the purpose for the rejection.Customer was contacted 02/17 and offered a refund. Customer claims she has emailed us a copy of the receipt so we may process the refund. We have yet to receive any email from customer. If customer is confused with our process or needs additional help, customer can call our Call Center for further assistance. Refund has already been approved we just need cooperation from customer.  This matter has been closed on our end.

We are in reply to Ms. [redacted]'s complaint. We understand customer is not satisfied with the amount refunded to her. We would like to apologize for any inconveniences we might have caused while attempting to provide a resolution for customer. If we miss-quoted a refund price, we are sorry for doing so as this was not our intention. Walmart never sold this model player for $48.00, it was a much lower value.However, since customer does not have the proof of purchase to show the amount she paid for the unit, we use a weighted price when offering a refund without proof of purchase available. In this case, the value for the model DP100FX4 is about $28.00 give or take, based on the sale price sold to the store also using other factors. We did no depreciate the value which would have resulted in a much lower amount. Again we would like to clarify the refund value is not negotiable as customer no longer has the proof of purchase. We would like to thank customer for their time and patience, and now consider this matter closed.

I am rejecting this response because: I did not even purchase the TV until after 2013, so how could the warranty be expired for 3 years???

We would like to once again apologize for not having received exchange. We would like to clarify to Ms. [redacted], this is not our standard wait time for an exchange. We fulfill almost all our customers exchanges with-in  day turn around time. We still have a discrepancy in our system and ware working on getting the exchange sent out. Please allow a couple more business days to get the exchange sent out. It is not our intention to keep you waiting as this does not benefit our company, we completely understand the delay was not caused by customer rather an internal discrepancy. We have advised our staff to reach out to customer and provide this same update.  We thank customer for their time and patience.

We are once again in reply to customers complaint. We spoke with customer 04/19 Wednesday regarding the missing accessories. The missing accessories were mailed out 04/20 and are scheduled to be delivered tentatively tomorrow 04/22. We thank customer for their time and patience and once again consider this matter closed.

I am rejecting this response because it is completely untrue. I have received no voicemail from anyone at Funai, neither have they emailed me nor updated the status of my unit on the website.

There is nothing to reject. We urge customer to contact our Call Center so may process a refund.

We are in reply to customers complaint. Our Repair team reached out to customer and offered a replacement at a reasonable price, to which customer refused. We have finalized repair and are waving the repair and estimate fees. Unit has been repaired and is being shipped out today. Please see below...

for tracking information. We thank customer fort their time and patience and now consider this matter closed.
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is half  satisfactory to me. I would like to have the check certified mailed to me as soon as possible, as I have been without a TV since October when the matter was reported and also so I can track the check to make sure it gets here and nowhere else. I will not consider this case closed until check is in hand, it is cashed, and doesnt bounce (or put a stop on it)  like one of their other checks did.

From: [redacted] Sent: Monday, September 21, 2015 4:57 PMTo: [redacted]Subject: ID # [redacted]Continuing complaint against Funai Service.  Attached email sent to me July 17 by company promising a check.  I had fulfilled all requirements by that date.Attached “resolution” from Revdex.com sent to me August 7.  Today is September 21,  and after continuing contacts (emails) and phone calls to “management, I have still received NOTHING.[redacted]

We are in reply to customers complaint. We would like to apologize for any inconveniences we might have caused while servicing the unit as part of our Out of Warranty Repair program. A refund has been issued to customer, and the unit has been returned.We thank customer for their patience.

We are in reply to customers complaint. Although our Customer Care department only services Funai made products, we will however forward your complaint to our Neato division in our warehouse and request customer receives a call back with an updated status on the unit immediately. Please allow 1-2...

business days for a call back from our warehouse team which handles Neato products. Thank your for your patience, we consider this matter closed.

We are in reply to customers complaint. We 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 program. Due 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 Monday. Our Neato team reached out to customer to provide an update, but unfortunately only reached a Voice Mail. They will make another attempt to reach out to customer and provide the repair update. We thank customer for their time and patience, and consider this matter closed.

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

I  am rejecting this response because all of the communications regarding the repair of this item has been through Funai.  We were referred to them from Neato and I have already contacted Neato and let them know what is going on and how we have been treated by them.  The original request was sent to Funai by us and included the model number as well as the problem that we were having. We were charged money to get the item to them and then charged again being told that the repair would be completed and our product would be sent back to us fixed on March 17 only to find out that they are unable to do the repair after we paid for the repair to be completed.  Funai is the company that has our product, Funai is the company that we have been charged by, and Funai is the company that accepted our product, told us they could and would fix it, and charged us for the repair that they now say that they cannot complete.  They are also the ones that have communicated with us saying that they cannot repair our product but that we had the option to purchase another Neato that is refurbished for yet another $100.  We want our original Neato back, fixed like they said and charged us for, and our money refunded since this has been going on for such a long time.  On December 16, 2015 we were told that they were backlogged by 10-20 days and here it is 3 going on 4 months later.  If they are unable to complete what they have been paid for and have told us they could do, I do not believe that it is asking too much to furnish us with one of these refurbished Neatos for no additional charge.  I am attaching for you the last correspondence received from FUNAI corporation regarding our product as proof that this is the company that the complaint is filed on and needs to be responsible for.