Funai Service Corporation

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meMy mother was originally told to wait 10-business days from 5/for her refundNot 10-business daysAfter months of headache and back and forth with the company she FINALLY received her refund on 6/24/17! Which in my opinion has been way to long! Hopefully in the future no one will have the same issues my mother has had to deal withIts not a good way to do businessThank you Revdex.com for taking the time to help resolve this issue Regards, [redacted]

We are in reply to customers complaintWe would like to apologize for any inconveniences we might have caused while attempting to assist customer with the request of purchasing a replacement standWe do not have stock available of the stand belonging to he model in questionThis is not a recent model, most likely manufactured and sold via 2011/Customer has been advised to contact a 3rd party Parts seller that also sells Funai OEM parts purchased directly form manufacturerSince we do not have the part in stock, customer does have the option to look for the part online at their discretionWe can suggest any other 3rd party parts supplier or searching online.We thank customer for their patience and 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 process an exchange for customer as part of our Manufacturer's Warranty processInitially we offered customer an exchange via our Advanced Exchange programThis exchange averages about 3-business days for customer to receive an exchangeHowever the exchange was not shipped immediately due to not having inventory for customers original modelWe also found an internal discrepancy in offering a refund a few weeks ago due to model not being available, which caused another delay in offering the refund to customerSince then, our staff has reached out to customer and has initiated the refund processWe thank customer for their time and patience and will do our best to provide a speedy resolution following the guidelines for our Refund process

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

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***'s complaintWe would like to apologize for any inconveniences we might have caused while attempting to service, then replace the unit under warrantyUnfortunately 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/for the amount of $since no proof of purchase was availableWe 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 accordinglySince we have followed through on our end with issuing the refund, we now consider this matter closed.However on February 10, I contacted Funai Service Corporation because I have yet to receive the refund check Per their email to me on January 19, they advised me to please allow to business days to receive this check I can forward you a copy of this email if needed On February 10, 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 to weeks once they mail the refund check, not to 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] ***

We are in reply to Mr***'s complaintWe would like to apologize for any inconveniences we might have caused while attempting to replace customer's original unit under warrantyDue to a receiving discrepancy, customer received a different model unit as a replacementWe have since reached out to customer and apologized for having received the wrong modelWe are offering to either process another Exchange or issue a full refund for the unit with the understanding the unit must be returned to our warehouse for processing before we process the exchange or refundOur Warranty process is not negotiable, the unit must be returned before processing either warranty option for customerCustomer declined to follow our Exchange/Refund processWe urge customer to contact our Call Center so we may start the Exchange/Refund process for customerThe warranty options is up to customer to decideWe would prefer to replace the unit so customer keeps our product in their homeWe have provided a fair resolution and consider this matter closed

We are in reply to Ms [redacted] 's complaintWe have received countless calls from customer with the same requestWe would like to clarify customer's concern is not a defect with our productThis is simply a misunderstanding by the customer not understanding how the product worksCustomer is using a cable box as a receiver, as this unit does not have a tunerWhen the unit does not have a tuner you can only watch the same thing you are recordingYou can set up timer recording, however the channel is set on the cable box not he recording deviceThis has been explained to customer multiple times over the span of monthsWe even offered an exchange due to customers miss-understanding of not knowing how to properly use our unitAt 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 unitCustomer will be contacted by a staff member from our Calls center and will be asked to send in the Proof of purchaseAgain the refund will not be processed until the last unit is returned to our warehouse, which at that point the refund will be processedWe 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

Revdex.com NOTE: Consumer, [redacted] ***, left the attached voice mail message stating that her complaint could be closed resolved-----Original Message----- From: Outside Caller Sent: Monday, January 11, 11:AM To: [redacted] Subject: Voice Mail Message [redacted] Voice Mail Message-------------X-VM-Voice-Mail-MCB: VOICE-[917]

We are in reply to Ms [redacted] 's complaintWe have contacted customer and apologize for the delay in receiving her exchangeUnfortunately we do not have stock available for customers unitSince we are now passed the up to business days turnaround time we provide to customer to receive an exchange, we have offered to refund the value of the unit to which customer has acceptedWe are requesting the refund to be processed this weekRefund check should be processed and mailed out this Friday 02/Checks are mailed out Postal Service and urge customer not to call continuously as customer must allow the Postal Service enough time to deliver the checkWe will NOT have daily updates once the check has been mailed out as it is mailed out US Postal ServiceWe have authorized and agreed on the refund and now consider this matter closed

From: Ashley [redacted] Sent: Wednesday, March 09, 8:AMTo: [redacted] Subject: Re: Consumer Complaint [redacted] Good Morning! Yesterday morning I sent you a rejection to my complaint id # [redacted] and requested that the company issue a stop payment on the second check However the check came in the mail yesterday So I would just like to close this case I have contacted the company directly to let them know I have received the check and they said I should have no issues cashing it I apologize if there any issue or problems.Thanks [redacted] ***

We are in reply to customer complaintWe would like to apologize for the delay in processing customers exchange, we understand we are now pasts the total turn-around time initially told to customerAs our agents have briefly explained, we did find a discrepancy with the receiving of the defective unit from June, we have since corrected the discrepancy and are prioritizing the request to be processed as soon as possibleWe expect to have an update available for customer shortly, hopefully by tomorrowWe urge customer to wait patiently for an update from our Call Center.We are proceeding with the exchange as initially explained to customerWe 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 Mr./Mrs***'s complaintWe received customers unit on 11/not October per FTracking number [redacted] 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

To whom it may concern,I'm contacting you in regards to my refund checkMy refund arrived today 11/Thanks so much in regards to this matterSincerely [redacted]

We are in reply to customers complaintWe would like to apologize for any inconveniences we might have caused while attempting to process an exchange for customer under our manufacturers warrantyWe would like to clarify we will be fulfilling the exchange we initially stated and intend to do so by expediting the request.The delay in processing the exchange is due to an internal discrepancyThe defective unit was received physically at our Ohio warehouse, however a receiving discrepancy caused the request not to be automatically processed.Our Call Center agents have no access to the physical record of the unit not being processed so this was not communicated directly to the customerWe have corrected the discrepancy and are requesting the exchange todayWe advice customer to allows us until next week to either provide a tracking number for the exchange being shipped out or an update from our company.Thank you for your time and patience

There is nothing to rejectWe urge customer to contact our Call Center so may process a refund

We are in reply to Ms [redacted] 's complaintCustomers exchange has been delayed due to no inventory availableThis has been communicated to customerWe offered an alternative solution to refund the price of the unit to customer to which customer refusedCustomers is insisting on waiting for exchange, which is the reason for this complaintWe will do our best to send out an exchange for customer as soon as we have stock availableSince customer refused alternate resolution, we consider this matter closed as customer decided to wait for the exchange unit

We are in reply to customers compliantWe would like to apologize for the longer than expected turn around time to fulfill the repairOur Out Of Warranty Repair program has been very successful, unfortunately has also caused delaysWe are prioritizing customer repair and estimate the repair will be finalized and tested by 04/We urge customer allow patiently the estimated repair finished dateWe thank customer for all their time and patienceWe consider this matter closed

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

I am rejecting this response because:Of overall poor response from Sanyo/Funai, but most importantly, of the facts that the TV is defective after barely months, a previous Magnavox DVD player/recorder went defective during the warranty period, the Sanyo TV this one replaced started losing the picture after only about years, AND even the AT&T UVerse field tech volunteered how bad Sanyo TVs are and that he OFTEN encounters this same problem with themTo "settle" for it to be repaired, would truly be settling for more disappointment with the Funai brandI originally contacted them 11/20, with a promise of a manager's call within hrsI called back on 11/27, with the same promiseI believe their 11/response to a number I'd previously insisted they NOT use had more to do with this complaint, than a genuine desire to resolve this (since my reply to their voice message has still yet to result in speaking with a manager)On my call today @ 11:48a EST, which lasted until 12:36p, I was still denied speaking to a managerInstead, I was referred to a service center that'll call within hours, except for 1p-5p EST tomorrow, 12/They have decent customer care agents, but the company's replies are comparable to their products - horrible! I don't care for a repair, because I'll never own another product of theirs if I can help itAfter two prior requests, this agent assured me that he finally changed the call back number(I explained that I only use my mobile phone for personal calls and receive so many fraudulent calls, that I ignore the calls and voice messages of numbers I don't recognize, because I don't use it for other than friends and family Regards, [redacted] ***