Funai Service Corporation

We are in reply to Ms. [redacted]'s complaint. This issue was already escalated to our management team. We understand customer received a refund check for the wrong amount. It looks like the check was requested before Customers receipt was received. We will be issuing a second refund check for the amount...

remaining. Customer paid a total of $448.00, the second check will be made out to the amount of $230. We as customer to allow 5 business days for processing as this is a short work week due to holidays. Once we have further updates we will advise Call center to contact customer to provide updates. We apologize for our agent not able to advise of the correct refund amount. The refund amount is not determined in the call center, rather by our Customer Care team. Again we will issue 2nd check for remaining balance and consider this matter closed and urge customer to contact our Call center for any further updates.

We are in reply to customers complaint. We would like to clarify the warranty will not expire until customer has a working set by way of repair, or a working replacement. We assure customer we will not void any warranties while we are in the process of assisting customer. We will clarify, a Refund is not being offered to customer as the unit has not yet being repaired or replaced. Please note, we do not exchange defective units for "used" units, customer will not be sent a used unit, rather a set that has been reconditioned to new and has gone through various inspections points. We urge customer to contact our Call Center so we my assist accordingly in either repairing the unit if possible, or processing an exchange. We thank customer for their time and patience and consider this matter closed.

I am rejecting this response because:
The total cost of the initial transaction was $30.00; $20.00 for one remote control, $4.00 for one owner's manual and $6.00 for shipping.  At the time this order was processed, I was never tolld that I would not be receiving a BOOKLET.  The reps and supervisor failed to inform me that I would be receiving the same Xerox copies as before.  It  was explicitly stated that there was a "no refund" policy so I never expected to get my money back. This company's Customer Service Support Line clearly is not interested in consumer satisfaction.  I will be sure not to purchase ANY other products even remotely associated with MANAVOX or FUNAI.  Furthermore, I will not hesitate to share my disappointment with other family and friends.  Even in their response to this complaint filed with the BBC, the company did not have their facts straight nor did they proofread.Thank you BBC for your assistance.

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

We are in reply to customers complaint. We would like to apologize for any inconvenience we might have caused while attempting to assist with servicing or exchanging the unit under warranty. Customer originally accepted to receive a re-certified exchange. Since we did not have available inventory...

for customers original model, we offered to send a substitute model brand which customer also accepted.We will not be offering a new unit as we do not have immediate stock available and is not an option for customer at the moment. Our staff reached out to customer yesterday but were unable to speak with customer. We advise customer to return our call and speak with a Supervisor or Escalation Team member so we may proceed with issuing a refund for the unit. Since we can provide either a replacement re-certified unit or a full refund, we consider this matter closed.

We are in reply to customers concern. We would like to clarify, we have NO known existing issues such as this claim by customer, there is 0 information supporting such claim, and we will NOT be offering a refund because of the claim.Our call support supervisor has reached out to customer and left a...

Voice Mail on 11/29, we have yet to hear back from customer. We advise customer to contact our call center once more so we may initiate a repair claim. We can have a servicer come out to customers home and inspect the unit, and repair any immediate defect if any found with the unit. We thank customer for their time and patience.

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 3 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 2 years, AND even the AT&T UVerse field tech volunteered how bad Sanyo TVs are and that he OFTEN encounters this same problem with them. To "settle" for it to be repaired, would truly be settling for more disappointment with the Funai brand. I originally contacted them 11/20, with a promise of a manager's call within 48 hrs. I called back on 11/27, with the same promise. I believe their 11/29 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 manager. Instead, I was referred to a service center that'll call within 48 hours, except for 1p-5p EST tomorrow, 12/16. 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 it. After 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]

We are in reply to customers complaint. The complaint was forwarded to the Out Of Warranty Repair team to contact customer back and offer further assistance. If customer has not spoken with the Repair team, we urge customer to contact the repair team directly before proceeding. We thank customer for...

their patience.

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 their request. We would like to advise customer the model in request is beyond any type of warranty coverage therefore our options available are...

very limited. Since customer did not provide the correct serial number when the call was made to our call center, our agent was not able to fully validate if the unit was a Funai supported unit. We would like to advise customer we do have Owner's Manual's online for free at no charge to our customers using the link below. The remote control however would have to be purchased through our Call Center.Customer is welcomed to download a copy of the Owner's Manual Online at not charge. Should customer have any questions or concerns we advise he contact our Call center for further assistance.  We thank customer for their time and now consider this matter closed. http://www.funai-corp.com/support/Manuals.aspx

We are again in reply to customers complaint.  There was a miss-understanding with one of our agents and customer where customer was under the impression he was waiting for the exchange to be shipped out.We have since called back customer and explained we require the defective unit back before we ship out the replacement. Customer again understood the replacement unit will not carry any warranty pass 90 days as the manufacturers warranty has already expired. We are offering to exchange the customer for customer out of courtesy so customer can have a working unit, however will not come with any warranty past 90 days. We thank customer for their time and patience, since we have already agreed on an exchange this matter is closed. Should customer have any questions or concerns, customer is welcomed to contact or call center for further assistance.

Regardless when the unit was taken out of the box, our Manufacturer's Warranty does not cover damage. Again, we advise customer to check with the retailer for their return policy. We will not be offering to Repair/Exchange/Refund this unit as it is damaged, not defective. This matter is closed on our end.

From: [redacted] Sent: Tuesday, June 27,...

2017 2:50 PMTo: [redacted]Subject: [redacted] [redacted] [redacted]They replied in Revdex.com, but nothing has changed with my complaint other than in the Revdex.com site.  I still haven’t heard from the company, and no status has changed on their site since the 13th (2 weeks ago), when they replied.  I ask that you please re-open this complaint as not resolved to satisfaction.[redacted]

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. For the time being I accept the company's response, even though I feel the response was extremely rude. If you read my complaint, I was told the box would be shipped in 7-10 business days. When it was not sent, I called and the customer service respresentatives acted like they had no idea what I was talking about. I was told to call back in 24 business hours, in which I did. I was then told they had no idea when and if the box had been shipped. I have since received the box and will try to continue with the exchange process. And yes, your company did not have to send a box, but as a customer I also expected a TV to last more than 2 months and the fact that it didn't demands more attention and more care than this case has received.

We apologize for the additional delay. The unit was not finalized in time for the original estimated time. However the unit was shipped out and delivered to customer 05/04.We thank customer for their time and patience. This matter has been closed on our end. [redacted]

We are in reply to customers complaint. Customers unit was shipped out 04/19, and delivered 04/21. We would like to apologize for the longer than expected repair time. We understand it was long than the original turn around time we advised customer. We thank customer for all their time and patience...

and consider this matter closed.

I am rejecting this response because:The replacement did not work properly and I will not waste more hours on the phone with their customer service.  I spent months and many, many hours on the phone and it was absolutely pointless to deal with them.  I'm not waiting another 3 or 4 months for resolution. I would like to receive a NEW working unit.  This company produces inferior products and their customer service is a joke. Fortunately I have the freedom to share my honest experience so others do not have to go through the same ordeal.
Regards,
[redacted]

Since customer accepted resolution of receiving a replacement, there is nothing further to reject on this issue. Customer needs to reach out to our Repair team. We have forwarded customers rejection to our Repair Team to make another attempt to reach out to customer. Please close this case as we have provided a resolution.

We apologize for reply delayed due to the Holidays.This complaint was addressed as customer has already received an exchange. We would like to clarify customers incorrect statements. Customer was NOT told to self ship or pay to return  their defective unit, at any point in time. This is part of our everyday exchange process, we do not ask customers to self ship their product as it will cause confusion at our warehouse which it did.Also, customer was told when the exchange was offered they would receive a recertified exchange, we are not obligated to exchange with new product as new product is not always available for exchange. If customer is not satisfied with receiving the replacement brand which is also as Funai brand unit made by the same company, customer can simply contact the call center for further assistance.Please note, whatever option provided to customer will have a turn-around time which means there will be a wait-time for customer. Customer is EXTREMELY impatient and calls in multiple times a day to which has received the same update from the call center. The original matter of the complaint was related to customer not having received the replacement unit, which customer has already received. This matter is closed. We urge customer to contact our call center for further assistance.

Hello I was hoping to contact someone concerning a former case I filed against Funai TV. This case was supposed closed due the the company settling on a reimbursement. The company had agreed that they would refund me the full amount of the default TV upon return of the defective unit. I returned the TV over a month ago and never received confirmation or my check. I threatened last week to open a new case with Revdex.com and they replied today stating that they resolved issues and have now sent me a check for $218. The price of the unit was $428.65. I am now wanting to seek assistance again in getting my warranty covered by this company. I would also like to know the possibility of gaining compensation for my time and the dissatisfying experience.Thank You,          [redacted]

I am rejecting this response because: I was told, with certainty by company representatives, That my tape would be mailed to me. The manual in question is one that I purchased with the unit. As per their instructions I returned it with the package for service. They refuse to return property that I purchased from them.This response does not attempt to address any of my concerns