Funai Service Corporation

From [redacted] Sent: Wednesday, February 24, 5: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

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

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

We are in reply to customers rejected responseWe strongly urge customer to patiently wait for the exchange to be processedThe defective unit was received at our warehouse yesterday 12/Our Total Turnaround Time for an Exchange is 15-business daysIf customers model is in stock the exchange will be shipped out very quickly, usually with in a few business daysHowever, 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 courtesyNothing further to update, we consider this matter closed as customer will receive an exchange unless provided a different option

We are in reply to customers complaintOur Repair team reached out to customer and offered a replacement at a reasonable price, to which customer refusedWe have finalized repair and are waving the repair and estimate feesUnit has been repaired and is being shipped out todayPlease see below for tracking informationWe thank customer fort their time and patience and now consider this matter closed [redacted]

From: [redacted] Sent: Monday, September 21, 4:PMTo: [redacted] Subject: ID # [redacted] Continuing complaint against Funai Service Attached email sent to me July by company promising a check I had fulfilled all requirements by that date.Attached “resolution” from Revdex.com sent to me August 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 complaintAlthough our Customer Service dose not handle Neato brand products, we have addressed customer's complaint with our Neato groupOur Neato group reached out to customer today and left a Voice Mail for customer with updates on the repairThey will make another attempt to reach out to customer tomorrow to provide the updateWe apologize for any inconveniences and urge customer to speak with Neat department tomorrow

I am rejecting this response because: after making this claim against Funai services stating that they emailed me telling me they lost my neato and tried to insist that I take a used neato as a replacement for my lost vacuum, they against my wishes sent me a used neato that was not mine and does not workMy neato was lost by them as stated from their own email and I told them I want mine back or a new replacementThis has been going on since October and it’s now JanuaryI have every email they sent me backing up my complaintAfter you contacted them they tried to call me and left a message saying they did not send me the wrong oneI paid for a repair and they lost my vacuum, I want mine back fixed since I paid them to fix it or a new one Regards, [redacted]

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 havingWe 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 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 $ 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, we were told that they were backlogged by 10-days and here it is going on 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

We would like to apologize for any inconveniences caused while attempting to repair the unit as part of our Out Of Warranty Repair programThe complaint was passed on to our Out Of Warranty Repair team to address, customer should be contacted shortlyWe urge customer to allow time to be contacted since the time of this replyIf not contacted customer can once again reach out to the Repair team for further assistanceWe thank customer for their time and patience

We would like to once again apologize for the delayThe exchange was requested, however original model was not in stock The exchange was shipped out 11/and is scheduled to be delivered tomorrow 11/30.We have extended customers original manufacturers warranty by days out of courtesy for waiting for the exchange.We thank customer for their time and patienceFTracking Number:

From: [redacted] Sent: Saturday, August 26, 11: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 inquiriesFurther, I contacted you originally weeks ago and this is the first reply that I have receivedThat 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 documentationI asked this August and you have not repliedWhat options do we have to find the product or replace it? I asked this July 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] ***You had this address in your system before you shipped the product back to meI 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 $to thecard that you have on file.I'd also like to update the address on file this order - it should be: [redacted] ***The numbers in the street address were reversed when the Fedex driveroriginally tried to deliver the package.Best,***to which you replied:Re: [redacted] Funai Neato OOW Mon, Jul 24, at 5:AMTo: [redacted] Dear [redacted] okay thank-you will proceed On Fri, Aug 25, at 3: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 questionsIf not, please do not send another emailInstead, 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 Ms [redacted] r's complaintWe have reached out to customer and explained the delay for the exchange is due to no inventory available for her modelWe have since offered to refund customer the full value of her unitWe are waiting on customer to send in her proof of purchase so we may refund the fill value of the unit including the taxes.If customer does not send in her receipt, we will proceed to refund just the value of the unit minus the taxes paid at purchaseSince we have offered customer to refund the unit as an alternative to waiting for exchange, we now consider this matter closed

We are in reply to Ms [redacted] 's complaintWe would like to apologize for any inconveniences we might have caused while attempting to service customer under warrantyAs stated to customer, the original check was cut and mailed out 07/01/for the amount of $It was originally mailed out to the address we had on file at the time which was [redacted] Our call center agents provide you with a turnaround time up to month to receive the checkClearly it will not take the post office days to receive the check, however we factor not just the delivery time, we must allow USPS to attempt delivery and return the check should there be any issues with the delivery addressWe must allow time for the check to be returned in case it is undeliverable such as this caseOur accounting department did in fact confirm the check was returned as undeliverable by USPSWe do not have specifics as we do not work for USPSWe then requested for check to be re-mailed to an alternate address provided by customerThe check has been re-sent to customer via USPSWe urge customer to patiently wait for USPS to deliver the check and contact our Call center should there be any issues or concernsWe thank customer for their patienceSince we have fulfilled the request to mail out check second time we 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 replace customers unit under warrantyUnfortunately customers original model was not available in stock which caused the delay on shipping out the exchange unit Customer was eventually called back and was offered an upgrade.We anticipate the exchange unit shipping out sometime this weekOur staff will provide updates to customer once the update has become availableWe thank customer for their time and patience and assure we will proceed with exchanging the unitWe consider this matter closed

We are in reply to customers complaintAlthough 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 immediatelyPlease allow 1- business days for a call back from our warehouse team which handles Neato productsThank your for your patience, we consider this matter closed

We are having a hard time addressing this complaintCustomer has not called our Call Center in over a month (08/25).Because customer does not have access to an e-mail address where we can simply email a return label and customer can print it out at his discretion, customer has had to wait for us to mail a return shipping label which we offer to our customers under warranty out of courtesy so they don't have to pay to return the defective unitPlease note, we are providing the re turn label out of courtesy and are in no way obligated to do so.Se we would like to clarify, this complaint is regarding customer not receiving a complimentary return label, which customer can simply request for us to send another return label by calling our Call center again as he has done many times before to receive assistance with this issueWe will more than glad to assist customer by sending out another return label which will be sent via USPS as customer does not have an email addressWe thank customer for their time and patience

I am rejecting this response because: A representative DID call me today, and I answered the phone! He told me to send an email, which I am going to do now, with the purchase price to which he assured me that Funai would issue me a CHECK for that amount plus TaxThus, this issue will be closed when I receive Funai's check in the mail, and not beforeThis phone call occurred just a few hours agoThe first call from Funai came when I wasn't home

The company has contacted me and left a voicemail stated they'd send a refurbished neato vacuumI returned the call and left a voicemail and have yet to hear backI have yet again contacted the company to send a refurbished neato vacuum and have not received a responseI'll accept a refurbished neato vacuumI can not reach anyone at this business via phone even when they leave an extension numberI am very frustrated with the back and forth and don't understand why the company can't take the response from the Revdex.com

We urge Ms [redacted] to patiently wait for the refund check to be delivered by USPSThe check was mailed along with all our company correspondence, we do not prioritize the shipment therefore there is no tracking number availableWe cannot mail out 2nd day Fas customer requested the check be mailed to a PO Box.The original check was returned to our company as undeliverable by USPS when it was mailed out to customers original address we have on fileAfter the check was returned and address was verified, we mailed out check to a requested PO Box address provided by customer as PO BOX - Rpsman, NC 28772.This is the last stays we provided to customerAlthough customer has called numerous time, the last status of the check will not changeWe will NOT issue any more checks until customer either receives her check is once again returned to our company.At that point we will require a physical address and will be mailed out 2nd day Fed-Ex.We thank customer for their patience