Funai Service Corporation

We are in reply to Mr. [redacted]'s complaint. We would like to apologize for any inconveniences we might have caused while attempting to service/replace customers unit under warranty. We initially offered an exchange for customer and provided a total turnaround time of 15-20 business days, This does...

not include Weekends or Holidays when our operations are shut down. Less than 1 week after surpassing the Total turnaround time of up to 20 business days we provided to customer, we offered to process a full refund for the unit on 11/23 as we currently do not have inventory for customers unit. Customer purchased a promotional item that was sold during Black Friday of 2014. Customer refused the refund and insisted on an exchange which at this point the best option we can provide is a full refund of the unit. We will proceed with processing and sending the refund out to customer. If customer has the receipt for the purchase, customer must send it in immediately otherwise customer will be refunded the full amount paid for the unit $218 minus the sales tax as we need the receipt to fully refund the amount including the sales tax. Since we will be processing a refund for the customer, we now consider this matter closed.

I am rejecting this response because: There is two parts to my complaint. The 1st is being taking care of in regards to the damaged tv panel.  However the 2nd part is about the packing charge of 53.99 which includeds the box, bubble wrap, packing paper, and taping the box. The Shipping was prepaid but not the packing. and for me to use the Fedex shipping labels that the company provided, I had to ship the tv in a tv box made by fedex, bubble wrapped by fedex, and packed by fedex.  I gave them the prepaid label was emailed to me which I printed off, but I paid $53.99 total. This is where the problem is I need to be reimburst for $53.99. (Fedex was prepaid I had no choice to go anywhere else even if I thought so where else was cheaper.  I had to do it the way the company wanted it. They wanted to blame FedEx however, they ship to fedex regularly via prepaid label and they know the cost of PACKING. I paid $135 + 5.75tax for a TV still underwarrenty and I have to pay $53.99 thats approximately $197.00.  I will never buy another tv without checking company.  This company should be ashame of themselves! To resolve to complaint I would like to be reimbust for $53.99 in full a  check made out to Robin DeFleice

We are in reply to customers complaint. We 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 process. Initially we offered customer an exchange via our Advanced Exchange program. This...

exchange averages about 3-5 business days for customer to receive an exchange. However the exchange was not shipped immediately due to not having inventory for   customers original model. We 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 customer. Since then, our staff has reached out to customer and has initiated the refund process. We thank customer for their time and patience and will do our best to provide a speedy resolution following the guidelines for our Refund process.

ID  12150425Aug. 28, 2017To Whom It May Concern,A couple of weeks ago I received my replacement T.V.  However do to my heavy work load I did not open the box until last weekend.  The T.V. arrived in perfect condition, however missing several componites.I do not have:No Owners ManualNo Instruction manualNo feet (base or stand)No RemoteWhen I returned the broken TV (as instrucked form sanyo) all componites were returned with the TV right down to the allast nut & bolt.I will need all of my missing componites so I can set up my T.V.I do not have a computer. And do not have access to one. I will need both manual in print only so I have the information I need. Please mail all missing idems. A.S.A.P.[redacted]Thank you[redacted]

We are in reply to customers complaint. We would like to apologize for the longer than expected repair time. Our Out Of Warranty Repair program has been so successfully we were not able to meet the original estimated turnaround time provided to customer. We are prioritizing customers repair and...

waving the Parts fees. We will follow through with the repair as originally explained to customer. We urge customer to allow time to fulfill the repair. We thank customer for their time and patience and consider this matter closed.

I am rejecting this response because: My mother has the tv that they say [redacted] lost. She was told by the CSR that she spoke to on May 2, 2017 to keep the TV until she received confirmation for her refund. Once she received confirmation on her refund the shipping labels would be sent to my email. No confirmation of the refund or shipping labels have been sent. Today, May 23, 2017 the day after I reported to Revdex.com and threatened to speak to my lawyer, they are all of a sudden approving her refund.  I do accept that her refund has been approved. Regards,
[redacted]

We are in reply to customers complaint.Customer was e-mailed on 2/08/2017 with an update concerning the repair. Customer was asked to contact to reply to our Neat team to fulfill the repair. We urge customer to respond to the e-mail to finalize the repair.We have also asked for our neato team to reach out to customer once more to reach out to customer. This matter has been closed.

We are in reply to customer complaint. We would like to apologize for any inconveniences we might have caused while processing an exchange for customer as part of our Manufacturers Warranty process. We have customers issue on our radar, her case was escalated by the Call Center, however we were not...

able to send out Exchange previously due to a discrepancy at our warehouse. We would like to advise customer our call center agents do not have access to our direct warehouse as they are in separate locations. We have corrected the discrepancy which delayed the exchange request for customer and are prioritizing the exchange for Ms. [redacted]. Our Call Center staff will reach out to customer and provide the same information. We process exchanges on a daily basis and would like to put Ms. [redacted]s worries to rest as we will make sure we process the exchange as part of our warranty process. We would like to advise customer not to reject any replies and allows a few business days to have the exchange sent out or allow us to provide an alternative resolution in case the exchange is not shipped by a few business days. We  thank customer for their time and patience and consider this matter closed.

Funai sent a unit back to me that is still defective and still shows the error message of "Clear My Path" or "My Vision Is Blocked" when it is sitting in the middle of an open room. I sent them pictures of this when I sent it back to them the second time. I have lost all faith they can repair anything. I will gladly send this defective unit they sent (which I do not believe was my original one) back to them if they'll refund my money and purchase a new unit for me. What they sent here doesn't work. All they have done is waste six months and taken money from me for nothing.

From: [redacted] 
[redacted]To: [redacted]Subject: Additional information about complaint ID: [redacted]Hello, I would like to reopen my case concerning Funai. This is definitely to the fact that I have complied with their wish for me to return the printer to them prior to them sending me a refund that has been "approved." This is the reason that I did not respond to the previous message and the case was closed initially, me waiting for them to ship the box and them to respond. The printer was shipped back to them on March, 27. On April, 20 I called customer support as directed in previous calls from the company and asked where my refund was and when I could expect to receive it. I was told by the representative that my question would have to be "escalated to a higher department and someone would call me back." I asked when I could expect a call and was assured that I would hear from someone by the end of the day on Friday. I specifically asked if "I can expect an answer to when I can expect my refund by 5 pm eastern standard time on Friday April, 21st" and the representative said "yes." That time has passed and I have yet to receive a call. I am tired of getting the run around from this company! I want this issue resolved immediately!  I have complied with their requests it is they honor theirs! Also I am emailing from a different account because I am no longer able to access the previous account at [redacted] Please respond using the [redacted] address. Thank you. [redacted] 
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. As long as they actually send the check out. I have been told that the check was sent out on many occasions and it was not.

We are in reply to customers complaint. Our Repair Team has reached out to customer and have apologized for the inconvenience. We will also be shipping charger to customer. We thank customer for their time and patience and now consider this matter closed.

From: [redacted]Sent: Saturday, August 26, 2017 11:04 PMTo: Funai Neato OOWCc: Neato Robotics; [redacted]Subject: Re: Re: Funai OOW Service - Order Update [redacted]Hi Funai OOW Team,I have called several times and sent several emails, and your response does not provide an answer to any of my previous inquiries. Further, I contacted you originally 4 weeks ago and this is the first reply that I have received. That is totally unacceptable.Let me repeat the requests that I have sent you over the last month:What specific address did you deliver to? Please provide documentation. I asked this August 1 and you have not replied. What options do we have to find the product or replace it? I asked this July 30 and you have not replied.The additional information that I would now like is:What steps did you take to locate the product after I contacted you about the unit not being delivered? Please note that I contacted you the same day that Fedex delivered it somewhere.For context, the address you have on file for me is:[redacted]
[redacted]You had this address in your system before you shipped the product back to me. I have uploaded a screenshot to show the address that you have on file for me.When I authorized you to charge my credit card for the repair July 22, I also wrote you:Saturday, July 22, 2017, J[redacted] wrote:Hi,I would like to continue with the repair and charge the $45 to thecard that you have on file.I'd also like to update the address on file this order - it should be:[redacted]
[redacted]The numbers in the street address were reversed when the Fedex driveroriginally tried to deliver the package.Best,[redacted]to which you replied:Re: [redacted] [redacted]Funai Neato OOW Mon, Jul 24, 2017 at 5:22 AMTo: [redacted]Dear [redacted]okay thank-you will proceed  On Fri, Aug 25, 2017 at 3:44 AM, Funai Neato OOW [redacted]> wrote:-- reply above this line --Dear J[redacted]we ship to the adress on file that you provided and was delivered there by fed ex Your Funai OOW Team,________________________________________We hope this response has sufficiently answered your questions. If not, please do not send another email. Instead, reply to this email or login to your account for a complete archive of all your support requests and responses.

We are in reply to customers complaint. We would like to apologize for any inconveniences we might have caused while attempting to assist customer with the request of purchasing a replacement stand. We do not have stock available of the stand belonging to he model in question. This is not a recent...

model, most likely manufactured and sold via 2011/2012. Customer has been advised to contact a 3rd party Parts seller that also sells Funai OEM parts purchased directly form manufacturer. Since we do not have the part in stock, customer does have the option to look for the part online at their discretion. We 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 Ms. [redacted]'s complaint. We would like to apologize for any inconveniences we might have caused while attempting to service/replace the unit under warranty. It is not common to ship out multiple exchanges to our customers, however we understand there are always the possibilities of...

units not being handled carefully enough during shipping, especially with large units. We will not be offering another exchange, rather will issue a full refund for the amount of the unit. We already instructed our staff to make a call out to customer and start the refund process. If customer had the receipt we will refund the value of the unit along with the state sales tax. If customer does not have the receipt they will receive a refund for the value of the unit.If customer has not spoken to our Call Center staff, customer is welcomed to call the Call Center at customers convenience so we may issue the refund. We now consider this matter closed.

We are in reply to Ms. [redacted]'s complaint. We would like to apologize for the inconvenience regarding the unit no longer performing as intended, Unfortunately our Manufacturer's Warranty is limited and only covers the unit for the first year from the Date of Purchase.  The unit is now a...

little more than 8 months Out of Warranty therefore unable to offer any Warranty options. We searched our database and did not find any previous calls from Ms. [redacted] or the unit in question prior to last month July. If there were any issues with the unit during the first year we would have offered to repair or exchange the unit under warranty. The best option we can provide as a solution is to have the unit looked at by our technicians. This will require customer to self ship her unit to one of our Depot Locations in Ohio. We will not provide shipping as the unit is not under warranty therefore we will not be responsible for any shipping damages. If customer agrees  we can provide the address and references to have the unit shipped to our depot where our technicians can attempt to repair the unit. Please note we cannot guarantee the unit will be repaired as we are unaware of the possible defects with the unit. If customer would like to take advantage of our repair option, customer can contact our Call center and speak with a Supervisor on the floor as this is an exception we are making outside of our warranty coverage. We consider the repair option a fair resolution and consider this matter closed.

The Manufacturer's Warranty on this unit expired 1 year from purchase. Based on date of purchase provided by customer, Warranty expired August 2013. This unit is 4 year past any type of warranty coverage. We will NOT be offering a Refund/Exchange/Repair as the unit is beyond any type of Warranty...

coverage. Customer can repair the unit at their discretion. We consider this matter closed.

We are in reply to Ms. [redacted]'s complaint. We would like to apologize for any inconvenience we might have caused while attempting to assist customer with he Warranty options. Customer has declined to exchange her unit under warranty due to no wanting to receive a recertified unit. The call center...

does not have access to what will be used for exchange, so we advice customer that they will most likely receive a re-certified unit that has been re-certified here in the US and inspected multiple times before it is deemed worthy for exchange stock.One of our Supervisors will reach out to customer and offer a refund and explain the refund process. We will be granting customers request and will offer to process a full refund. Since we are offering customers request for a refund, we consider this matter closed.

We would like to advise customer to stop rejecting Revdex.com replies and call our Call Center for further assistance. We appreciate customers opinions on our Call Center Agents tech support, however will have to disagree as every one of our agents is technically trained to answer and troubleshoot any issues with our products. We apologize if customer does not feel comfortable speaking to our agents, that is not something we can assist the customer with.If customer is looking for tech support in regards to how to operate the unit we have trained and skilled agents readily available. If customer is attempting to repair a unit or dive in to an engineering type of project, we do not provide that type of support. Only basic tech/troubleshooting support. For questions on how to operate and work the unit, we are more than ready to answer any customer issue.  Our tech support is available 7 days a week, customer is welcomed to speak to anyone of our agents, and can always ask for a Supervisor. Thank you, this matter has been closed on our end.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I think your service people should keep their stories straight, as it was some of the worst service I have ever received.
Regards,
[redacted]