Funai Service Corporation

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

I am rejecting this response because: It took this company almost a month to offer a refund They did not even know what they sent me until I provided the model and serial number Now, I am supposed to trust them to send me a check They refuse to pay me until I return their property I will tell you what is non-negotiable, send me my refund and the return label and I will return the dvd player.Just saying you are sorry does not cut it I was lied to by the call center First lie was they would call me in 24-hours, no call Second lie, they said I would be called that day, no call Your company does not understand customer service I had to take my faulty vcr to Fed Express on my time and gas Now, I have to do the same to return the wrong item.Pay me what you owe me, I do not trust you Then I will return your product Regards, [redacted] ***

> I have contacted Emerson 3-times about this so called refund Finally they told me the estimated amount but keep claiming their supervisor must approveI'm tired of calling them, only to get different people that do not seem to understand what's going onI simply want my refund!! I do not understand why they still have not sent it or contacted me personally since they consider the matter closedPlease help me get my refund ASAPTHIS HAS BEEN GOING ON FOR MONTHS!!!

We are in reply to customers complaintWe 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 supportWhen customer was advised the unit was beyond any warranty coverage due to being about months out of Warranty coverage, as Warranty expired 03/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 wellCustomer was belligerent with several call center staff including supervisorsCustomer complaint was escalated through the call center and also received a call from management today advising of the same outcomeThe unit is now beyond any warranty coverageAgain 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 coverageWe now consider this matter closed

We do apologize for the delayAs mentioned in previous response, our Call Center only services Funai brand productsWe did receive an update from our Neato team in our warehouse, The unit was successfully repaired and returned back to customerWhile we understand customer was without the longer than intended, we received the unit in November and shipped it back to customer this month, did not take months to service the unit.There is no purpose for rejecting the response, customer has the repaired unitPlease close case immediately

We encourage customer to read our response correctly before rejecting the response. The only call we are stating was the call from customer to let us know they received the unit damaged. The rest of the dates are emails, not calls.Please read our response carefully. We are not processing a refund until the damaged unit is returned. A box and fed-ex return label were just shipped to customer, as we just received customers receipt as stated in previous response. There is nothing else to reply at the moment as we are waiting for the damaged unit to be returned so refund can be processed accordingly. Please do not reject response until it has been carefully read. If customer has any issues going forward they are to call our Call Center for updates not continue to reject responses.

I am writing in regards to complaint # [redacted] Emerson (Funai) has agreed to reimburse full payment of our Emerson TVI was instructed to send a receipt to them, which I did on October 29, 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 Mr [redacted] complaintWe are having a hard time understanding the complaintWe initially offered an exchangeWe currently do not have inventory for customers model to offer an exchange therefore we now processing a full refund for customerCustomer purchased a promo item sol only in Black FridayThis model retailed at Walmart during Black Friday for $The only amount we cannot offer is the state sales tax without customer providing the proof of purchase(receipt).We have asked customer multiple times on different occasions to send us the receipt so we may offer the full refund including sales taxWe have yet to receive the receipt from customerSince we do not have the receipt we will proceed with processing a refund for the amount of $218, which again is what customer paid for this promo item during last year's black Friday salesIf customer can show a different amount paid for the unit, we ask customer to send to our department immediatelySince we processing full refund for customer, we consider this matter closed

We are in reply to customers complaintCustomer called back stating replacement remote was not workingCustomer was asked to replace batteries and call backWe never heard back from customer until nowThe replacement remote was in working condition when shipped out to customerWe will however replace the remote control at no chargeWe urge customer to contact our Call Center so we may replace the remote at no charge to customer Customer was made aware of our No Refund policy when the order was placedWe will not be processing a refund as we can replace the remote at no charge if customer claims the remote is not working properlyThank you, we consider this matter closed

We are in reply to Mr [redacted] complaintWe would like to apologize for any inconveniences or miss-understandings we might have caused while attempting to replace customers unit under warrantyWe DO NOT under any circumstance, guarantee customers we will be able to return any type of accessories or products other than the unit itself including tapesOur Exchange process does not allow us to offer the safe return of a video tape stuck inside the unit as we do not handle returns ourselvesIf this was not clarified at the time of exchange we would like to apologize on our behalf, however our Manufacturer's Warranty does not cover any accessories other than the unit itself under warranty.Please note, we will NOT be replacing any tapes that was included inside the unit as our warranty does not cover anything but the unitAlso, we do not offer to send out original Owner's Manuals as the manuals are available for download online at no charge to our customersWe will NO be sending our original copies of the manual to our customersOur customers are welcomed to visit our branded websites which make all manuals available for current modelsShould customer have any questions or concerns we encourage customer to contact our call center for further assistanceWe now consider this matter closed

Mr. [redacted] was contacted by the Repair Team's General Manager. The repair team would like the opportunity to fulfill the repair. In the meantime, Repair Team is offering to send customer as "loaner" unit which customer can use until the repair is completed. We thank customer for his patience and urge customer to contact the General Manager in case of any questions or concerns.Thank you, we consider matter closed on our end.

We are in reply to Ms [redacted] 's complaintThe Call Center was pretty clear on asking Ms [redacted] for the original receipt/proof of purchaseOur 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 StoneberryOur 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 usOur 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 customerWe would not want customer to be inconvenienced any longerWe advise customer to wait for a call back from our Escalation Team so we may provide further assistance with our Manufacturer's WarrantyWe thank customer for their patience and consider this matter closed as the unit IS still under manufacturers Warranty

We are in reply to Mr [redacted] 's complaintWe would like to apologize for any inconveniences we might have caused while attempting to assist customer by servicing the unit under warrantyWe have gone through every option available for customer by making sure we follow through by honoring our manufacturer warrantyWe originally attempted to repair the unit, then exchange itSince we currently do not have inventory for customers Black Friday model, we are now processing a full refund for the price paid for the unitWe understand customer no longer has the original receipt or a copy of the original receipt, we will be refunding the full amount paid for the unitWe apologize for the delay in processing the check, we have confirmed the check will be processed and mailed out by Friday end of this weekWe feel offering a full refund is more than fair resolution and now consider this matter closed

We are in reply to Ms. ***'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 [redacted] complaintWe would like to apologize for any inconveniences we might have caused while attempting to resolve this issue under warrantyWe did find some breakdowns on our end that resulted in customer having to wait longer than after the 1st exchange was processedWe have since addressed this on our end and spoken with the call center team to ensure this does not happen againWe have reached out to customer and offered a full refundWe have also requested a box be sent to customer to return the unit so the refund can be processedSince we have agreed to a resolution we now consider this matter closed

We are in reply to Mr***'s complaintAlthough our Customer Care department does not service this product, only Funai made products, we will escalate this complaint to our Neato Division in our warehouse and will request customer be called back and be provide an update on the repairWe advise customer to wait for either a call back or an e-mail with status updates by our Neato divisionWe thank customer for their patience and consider this matter closed

We are in reply to customers complaintWe had a difficult time locating customer in our system as the information provided in this complaint was not given to our Call CenterThe Customer did not provide the correct last name, email address, and declined to provide any phone number all togetherWe located several calls made to our Call CenterCustomer did not provide the model number belonging to the unit several calls after initial contactAs stated by our call cent agents, we cannot provide specific troubleshooting without knowing what type of unit customer is need of assistance withCustomer was provided several Troubleshooting steps, however customer was very impatient and either dismissed the assistance or asked to speak to a supervisor or somebody elseWe are not sure what type of support customer is asking for, all of our Call Center staff goes through intensive Troubleshooting training and can answer any question regarding the operation of the unitWe do not however provide any technical assistance as far as repairing the unit, as we cannot thing of any higher technical assistance other than the operation of the unit.We are unsure what exactly the complaint is in regards toWe have however taken precautionary steps and made several attempts to call customer today so we may Troubleshoot furtherCustomer was contacted by our Escalation team which have more experience than our basic call support agentsWe urge customer to contact our call center once more and ask to speak with a Supervisor or a member from our Escalation TeamWe thank customer for their patience and consider this matter closed

We are in reply to customers rejectionAs stated we have returned the unit back, However we have learned there was a discrepancy with the address originally provided by customer causing the unit to be routed to a different addressOur team has put a trace on the shipment and are waiting to hear back from the shipperCustomer will be contacted with further details as we receive themWe advise customer to allow time for the shipper to provide us an update on the packagemeanwhile should customer have any questions or concerns, customer should reach out to our Repair team for further assistanceWe do not have any further updates at the moment and consider this matter closed

We are once again responding to this complaintWe received customers defective unit 05/Our complete Total Turnaround Time for a refund to be issued is up to 15-business daysIt can be up to business(excludes weekends & Holidays) days as the unit must be received, scabbed, processed then refund requestedWe do not issue refunds a daily basis, Refunds are processed once a weekThe refund was processed and mailed out 06/16, still wiour 15-business days time frameCheck Number *** with the amount of $158.36.We advise customer not to reject any more replies until the check has been received or returned back to our companyWe thank customer for their time and patience

We are in reply to customers complaintWe would like to apologize for any inconveniences we might have caused while attempting to exchange customers unit under our Manufacturer's WarrantyWe understand the exchange has taken longer than our total turnaround time we initially provided to customer
The delay was directly due to the unit not being received and processed accordingly in our warehouse, we understand this is not the customer fault, however we are happy to say we have corrected the discrepancy and are requesting the exchange to ship out shortlyWe expect the exchange to ship out by Monday, or we will have an alternative resolution if we do not ship by MondayBecause the unit was not processed internally correctly, our Call Center team never received an update to provide to customer, which we understand can be stressful on our customerPlease note, we will NOT be offering or processing a refund for customer as we have product available for exchange, which we will follow through as originally explained to customerWe will not be processing a Refund due to the delay of the exchangeOur Supervisor team has been instructed to reach out to customer and provide the same update as posted hereWe thank customer for their time and patience and consider this matter closed