Funai Service Corporation

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

I received the replacement Phillips unit on 5/12/ There is a problem with a vertical rainbow pattern on the VCR recording.I am in contact with Phillips tech support [redacted] Case # [redacted] in an attempt to resolve the issue Until I have a properly functioning unit I do not consider my problem resolved.Alan Graham

We are in reply to customers complaintWe would like to apologize for the longer than expected repair timeOur Out Of Warranty Repair program has been so successfully we were not able to meet the original estimated turnaround time provided to customerWe are prioritizing customers repair and waving the Parts feesWe will follow through with the repair as originally explained to customerWe urge customer to allow time to fulfill the repairWe thank customer for their time and patience and consider this matter closed

As stated on original response, customers refund check was processed and mailed out exactly on 1/15/Our Accounting team only process checks once a week every week which is on FridaysThe check was made out to $due to no receipt made availableThe check was made out to [redacted] and mailed out to address [redacted] This is the only address ever provided by customer, the only address we have on fileIf customer has not received the refund check by now, we must cancel the original check, and re-issue a second check and will ask customer to confirm the delivery addressWe apologize for the confusion, our call system also sends auto-update emails that are not accurate, rather based on updated dates in our systemAgain, we urge customer to call the call center back, ask to speak with a supervisor and advise they have not yet received the refund checkWe need the address verified to assure the delivery address is correct

We are in reply to customers complaintAs stated by customer, the Manufacturer's Warranty covers the unit for up to year from the date of purchaseWarranty is based on date of purchase, it is not based on online search engine results, as results can very depending on actual defect, model, manufacturing date, date of purchase, and amount if usageIf customer purchased an extended warranty at the time of purchase, we urge customer to contact the Extended Warranty providerIf customer did not purchase an extended warranty for this unit, unfortunately the unit is beyond any type of warranty coverageWe will not be able to offer Repair/Exchange/Refund as the unit is no longer covered by the manufacturer's warrantyWe thank customer for their time and patience and consider this matter closed

Consumer [redacted] ***, returned my call at 2:pm EDT to confirm that she had received the refund check from Funai and that her complaint could be closed resolved

ID 12150425Aug28, 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.Varrived 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 computerAnd do not have access to oneI will need both manual in print only so I have the information I needPlease mail all missing idemsA.S.A.P[redacted] ***Thank you [redacted]

We are in reply to Ms [redacted] 's complaintWe 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 months Out of Warranty therefore unable to offer any Warranty optionsWe searched our database and did not find any previous calls from Ms [redacted] or the unit in question prior to last month JulyIf there were any issues with the unit during the first year we would have offered to repair or exchange the unit under warrantyThe best option we can provide as a solution is to have the unit looked at by our techniciansThis will require customer to self ship her unit to one of our Depot Locations in OhioWe will not provide shipping as the unit is not under warranty therefore we will not be responsible for any shipping damagesIf 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 unitPlease note we cannot guarantee the unit will be repaired as we are unaware of the possible defects with the unitIf 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 coverageWe consider the repair option a fair resolution and consider this matter closed

We are in reply to Ms [redacted] complaintWe would like to apologize for any inconveniences we might have caused while attempting to process a refund for customerAs we have already advised to customer, the original check was processed and mailed out on 12/6/in the amount of $357.27(US Currency)The check was eventually returned as undeliverableOur Call Center staff has reached out and confirmed the mailing addressWe ask customer to allow a few business days for the check to be requestedOur Accounting department processes checks once a weekWe thank customer for their time and patience and urge customer not to reject reply until check has been re-issued and is contacted by our Call Center staff with update

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

We would like to advise customer to stop rejecting Revdex.com replies and call our Call Center for further assistanceWe 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 productsWe 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 availableIf customer is attempting to repair a unit or dive in to an engineering type of project, we do not provide that type of supportOnly basic tech/troubleshooting supportFor questions on how to operate and work the unit, we are more than ready to answer any customer issue Our tech support is available days a week, customer is welcomed to speak to anyone of our agents, and can always ask for a SupervisorThank you, this matter has been closed on our end

The complaint was passed on to our Out Of Warranty Repair team to follow up with customerWe advise customer to contact customer for further status on repairWe thank customer for their time and patience

We are in reply to Ms***s complaintWe would like to apologize for the inconvenience of having received our exchange unit damagedWe do our best to pack the unit just cannot guarantee it will not be damaged during transit as shipping is out of our controlWe would also like to clarify we never downgrade a customers unitCustomers original unit was a 39" manufactured in The damaged exchange received was a 40"manufactured in Majority of our stock for exchange are recertified units, as inventory is not controlled by Call Center rather by available inventory at the time of returnWe have made several attempts to reach out to customer and have only been able to leave a Voice MailWe have yet to receive a phone call back from customerWe are trying to reach customer and offer either another exchange, or a refundAll customer has to do is call our Call Center and ask to speak to the ManagerWe consider another exchange or refund a fair resolutionWe are waiting for customer to return our call and consider this matter closed

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to meHOWEVER, upon calling feb 11, the company has not yet processed the refund even though it has been approved days previously They don't have any information on when it actually will be fully processed, eitherIf you have any way to try to expedite this, I would appreciate it They've had my money since mid November and my TV Dec This is getting old that they've not refunded me yet

We are in reply to customers complaintWe would like to apologize for any inconvenience we might have caused while attempting to assist with servicing or exchanging the unit under warrantyCustomer originally accepted to receive a re-certified exchangeSince 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 momentOur staff reached out to customer yesterday but were unable to speak with customerWe 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 unitSince we can provide either a replacement re-certified unit or a full refund, we consider this matter closed

We are in reply to customers complaintCustomer was contacted by Out Of Warranty Repair Program's General ManagerCustomer was offered to have unit returned at no additional charge and unit will be repaired again properly.Customer was provided a return fshipping label along with the notice that the repair would be expedited as soon as the unit arrived, bypassing the Turn around time.We consider this resolution fairWe urge customer to contact our Out Of Warranty Team in case of any questions or concernsWe now consider this matter closed on our end

We are in reply to customers complaintWe would like to apologize for the delay in response and assure customer the Neato team is doing their best to finalize all repairs part of our Out Of Warranty repair programThe program has been very successful, unfortunately also causing delays with the original turnaround time provided to customerPlease expect an update from the Neato Team shortlyMeanwhile we urge customer to wait patiently for an update, we will do our best to prioritize this repair and provide an update for customer as soon as possible We thank customer for their time and patience

We are in reply to customer complaintWe would like to apologize for any inconveniences we might have caused while processing an exchange for customer as part of our Manufacturers Warranty processWe 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 warehouseWe would like to advise customer our call center agents do not have access to our direct warehouse as they are in separate locationsWe 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 informationWe 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 processWe 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 daysWe thank customer for their time and patience and consider this matter closed

I am rejecting this response because:Per the last correspondence, I DID contact their service line, only to be promised a call within hours, that didn't come until 12/I have made arrangements with Mike at the repair center to bring the TV in on 1/10/I'd like to keep this complaint open until the resolution of that repair visit Regards, [redacted] ***

We are in reply to Mr [redacted] complaintThe Call Center never received any email contact correspondence from customerHowever, customer will be contacted by the Sanyo Customer Service team that will have further options availableWe urge customer to wait for a call back and allow a few business days for contact before replying to this responseWe thank customer for their patience