Funai Service Corporation

I am writing in regards to complaint # [redacted] Emerson (Funai) has agreed to reimburse full payment of our Emerson TV. I was instructed to send a receipt to them, which I did on October 29, 2015. As of today we have not received payment of the TV.I wish to have this case reopened until payment has been received.Thank You,[redacted]

We are in reply to customers complaint. We would like to apologize for any inconveniencies we might have caused while attempting to replace the defective unit under warranty. We understand customer stated they received an exchange unit in poor condition. We absolutely agree this is not acceptable...

and immediately offered to exchange the unit. As part of our exchange process when a customer claims they received a poor condition or damaged unit we ask customers to send us a picture of the unit, a picture of the serial number, and in some cases a picture of the box to determine if there was damage during transit. These are all procedural requests for exchange. not requests to further upset our customers. We have already initiated the second exchange, a second RMA has been issued and to our understanding a second return label was sent to customer to return the exchange unit so we may process a second exchange. We would like to point out, we do not replace units under warranty with a new unit. This is explained to the customer when the initial exchange is offered. The exchange unit is determined once the defective unit has been returned and processed at our warehouse, not decided by the agent. This second exchange will be with another re-certified unit as we do not always have new products available. Should customer have any questions or concerns, we urge customer to call our Call Center and speak with a Manager. We thank customer for their time and will do our best to process the second exchange as fast as possible once customer returns the exchange unit.

Have not received refund check from the company I have called a few times after the 10 -15 business days they said every time the said id get a response in 48 hour it is no over 20 business days and still havent receive refund check nor has anyone contacted me iv had to contact them I have done all they have asked sending the damaged tv back to them and everything they have ask me for they even said if I dont have the prrof of purchase that they will go by what the store price is now which I have looked into right with the taxes and cost of the tv it 488.32 cents that with the 9 percent tax rate by the store. I have even told them this to help them out anf was even will to g8ve my local walmarts phone number but they refused to accept it

We are in reply to customers complaint. We would like apologize for the delay in processing the exchange. We understand total turnaround time took longer than the time provided to customer. We understand the delayed was not caused by customer, we dealt with an unexpected issue while processing the...

exchange for customer. Since correcting issue we have prioritized all of our pending exchanges including customers. We have since shipped out exchange which has already been received by customer. We apologize for the delay and thank customer for their time and patience. Fed-ex Tracking Number: [redacted]

We are in reply to customers complaint. We would like to apologize for any inconveniences caused while attempting to assist customer with this particular issue. Unfortunately we cannot proceed with further options until the issue has been validated. Customer seems to be having issue sending us...

a simple picture of the entire screen showing the defect. Asking for visual documentation is part of our troubleshooting process as we cannot confirm this is a defect over the phone. Once issue has been validated we will offer repair/exchange or other options based on the situation.Again, once we have received and validated the visual document, we will provide an immediate update for customer following the our manufacturers warranty guidelines. We urge customer to send picture and wait to be contacted by our call center for further assistance. We consider this matter closed as we cannot provide further assistance until receiving cooperation from customer.

We are once again in reply to customers complaint. We would like to clarify customers concern and advice we are not passing off anything to Neato. FSC is the official Out Of Warranty Service provider for Neato, providing and supporting 100% of the service offered for to the Neato branded products. We would like to advise customer, our Out Of Warranty Service has been so successful, the Neato team is having difficulty providing updates to customers in a timely manner. FSC guarantees satisfaction to all of our customers.In regards to this case, FSC has attempted to repair the unit on 2 separate occasions. Both times the unit went through inspection and was tested before it was shipped to customer as we do with all of our repairs to assure the unit is working up to standards. In such cases as this one, since we have attempted 2 repairs, FSC has reached out to customer to advise we will be replacing the unit with a factory re-certified replacement unit. We  consider an exchange a farir resolution and would like to have this matter closed as we have provided a fair resolution to customer. If customer has not done so, we urge customer to reach out to the our Neato team for update.

We are in reply to Mr. [redacted]s complaint. We received a response back regarding customers issue, and unfortunately the customer's unit is now Out of Warranty coverage and a warranty exception would not be made at the time. Customer is welcomed to repair the unit at customers discretion. Since the...

unit is out of warranty no further options will be made at this time and now 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 their inquiry. Our manufacturers warranty covers all of our units up to 1 year from the Date of Purchase. If customer purchased an extended...

warranty through the store, we urge customer to contact the store for further assistance. Customer stated the unit was purchased 2014, however our records with Walmart show the unit was purchased November 28, 2013. The unit is now 2 years out of any warranty coverage, therefore we will not be able to assist with any repair/exchange/refund as the warranty on the unit has already expired and is beyond any warranty coverage. We thank customer for their patience and consider this matter closed.

I am rejecting this response because: The owners manual: states page 4 supplied accessories: remote control with batteries, rca audio/video cables owners manual, quick guide, dvd-r(5) ,and they instructedme to return everything. Which I did! They are cheap crooks.

We are in reply to Ms. [redacted]'s complaint. The Call Center was pretty clear on asking Ms. [redacted] for the original receipt/proof of purchase. Our Call Center receives emails through program which views the email in text form only, it is not viewed the same way customer views her personal email....

Therefore when our Call Center received the forwarded email from customer, we were not able to accept the email as it is text form, not as an original email from the store Stoneberry. Our email agent advised customer to re-send the proof of purchase as an attachment as a text email can "can be easily edited and changed". Nobody accused Ms[redacted] of doing so, just stating the reason why we need an original attachment not a text email forwarded to us. Our management has reviewed the many emails senet by customer and will go ahead and make a one time exception and accept the forwarded emails sent by customer. We would not want customer to be inconvenienced any longer. We advise customer to wait for a call back from our Escalation Team so we may provide further assistance with our Manufacturer's Warranty. We thank customer for their patience and consider this matter closed as the unit IS still under manufacturers Warranty.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted]nd find the resolution is satisfactory to me. Hi [redacted]It appears as though Funai is now genuinely attempting to make a real effort to resolve this case. I do not want to close out this complaint until the unit is really repaired. I had another surgery the other day and have not contacted the Funai GM as of yet, but I will once my mind is clearer from the surgery related narcotics. I did respond to Funai via e-mail, however.I cannot thank you folks at the Revdex.com enough for helping me with this! I couldn't have gotten this far without you!
Regards,
[redacted]

I am rejecting this response because:I just want to make sure everyone knows that I don't agree with this practice,just b cause it sat at Walmart for however long doesn't mean that I didn't have it that long,I think a company should stand by their products and would want to see satisfied customers,I know before I make a major purchase such as this I check online activity such as the Revdex.com and forums to see if it is something I would want to it and I hope other people do the same and see that Emerson doesn't seem to care about having a satisfied customer and after this experience I know I will not shut and Emerson product nor would I recommend their products I still feel as though they should service this product even they say it should last longer I mean what could I possibly do to a television other than turn it on and off up or down...it seems absurd that they would not stand behind their product

Funai Call Center does not service Neato brand products. Again, we will forward the information to the Neato team and management to advise  customer has not received a phone call. We advise customer to allow 1-2 business days to be contacted by Neat team by either phone or e-mail. Please close this matter as we cannot assist further, just assure customer is contacted by the Neato team.

I am rejecting this response because:I spoke with the company on Wednesday and they said that the make and model of the TV was no longer made and this was why there was a delay and that I would be getting a refund and that you guys print checks on Friday witch Is today. yet again they have not called yet and its 3pm here. I don't want a replacement TV I want a refund so I can go buy a tv from a different company.

I am rejecting this response because: Thank You for your help in this matter, the reason that I did not send the item back was because they did send the same machine back to me and it was doing the exact same thing. They said to me that it was not the same machine, but it was doing the EXACT same thing as the other. If their "Recertified" products are also defective then why should I wait for another one. I bought this item brand new and as stated earlier I barely had it 3 months and paid 85.00 for it so why would I want something used when the item that was returned to me did not work either. I have forwarded my receipt of purchase as proof that this item was bought new. They admit that the item was defective, but sent me a defective one, (as they claim) as a replacement, that's bad business. This is why I do not accept. If they can guarantee that the item that I get from them will be in new working order I will gladly accept.
Thank You
[redacted] 9-10-2015

I am rejecting this response because: The item I bought was made by a company names "NEETO Robotics".  On their website it says that "Funai" is the authorized company to service the units that are out of warranty.  Funai is not a reliable service company and I would warn anyone to avoid them. After having my unit for 8 months they say they are finally sending it back.  Do I feel confident that it is fixed or fixed correctly? Certainly not.  Attached you will see the referral to FUNAI for out of service assistance, this was taken off their (NEETO's) website.

We would like to apologize for any inconveniences caused while attempting to repair the unit as part of our Out Of Warranty Repair program. The complaint was passed on to our Out Of Warranty Repair team to address, customer should be contacted shortly. We urge customer to allow time to be contacted...

since the time of this reply. If not contacted customer can once again reach out to the Repair team for further assistance. We thank customer for their time and patience.

We are in reply to customers complaint. We would like to apologize for the additional wait time, we understand the repair has taken long than the original turn around time originally provided. The Out Of Warranty Repair program has been very successful, our Repair team is doing the best they can.You...

complaint was forwarded to the Out Of Warranty repair team, they will look in to your case and contact your as soon as possible. Please allow a few days for the repair team to search your case and get back to you. Should you have any questions or concerns please contact the Out Of Warranty Repair team and allow time for your concern to be addressed. Thank you for your time and 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 assist customer with the issue reported.We were able to locate all the calls customer made to Customer support. When customer was advised the unit was beyond any...

warranty coverage due to being about 7 months out of Warranty coverage, as Warranty expired 03/27. Customer was not satisfied with the answer and proceeded to threat to file a complaint with the Revdex.com and threatened with legal action as well. Customer was belligerent with several call center staff including supervisors. Customer complaint was escalated through the call center and also received a call from management today advising of the same outcome. The unit is now beyond any warranty coverage. Again we would like to thank customer for their time and patience, however we will not be able to provide any warranty accommodations due to the unit's warranty being expired beyond any coverage. We now consider this matter closed.