Funai Service Corporation

We re in reply to Mr***'s complaintWe would like to apologize for an inconveniences we might have caused while attempting to assist customer with their issueAfter customer spoke with our Call center we have reviewed customers case and determine we would like to offer an exchange for
customerCustomer has already been contacted and made aware of exchangeWe have initiated the exchange and will ship out a complimentary box and return shipping label at no cost to customer, to have the unit returned and an exchange processedShould customer have any questions or concerns we urge they contact our Call center team for further assistanceSince we will be following through with exchanging the unit, we consider this matter closed

The original complaint has been resolved, customer has received the replacement the complaint was in regards to.If customer has any questions, issues, or concerns regarding the replacement, we urge customer to contact the Call center to resolve the issue, not the Revdex.comPlease close out case

We are in reply to customers complaintWe would like to apologize for any inconvenience we might have caused while repairing the unit as part of our Out of Warranty serviceOut Service has been so successful we are experiencing delays in meeting the original Turn around time originally provided to
customerWe apologize for that, but assure we are repairing the units as quickly and efficiently as possibleWe understand a staff member from our Neato team has reached out to customer and left a Voice MailWe also e-mailed customer an update stating the unit would be repaired by today 04/and should be shipping back to customer as soon as unit passed quality testsWe thank customer for their time and patienceSince we have already provided an update, we consider this matter closed

I am rejecting this response because:I have been trying to contact the business multiple timesThey cannot be reached via their phone number nor their websiteI have not received any phone call, voicemail or E-mail from the businessThere is no way for me to get in touch with the business
to 'complete the transaction'

We are in reply to customers complaintWe would like to apologize for any inconveniences we might have caused while attempting to assist customer during the calls made to the call centerWe would also like to apologize for not being able to speak with a Supervisor, we believe there was no
Supervisor physically on the floor during the second call made by customerDuring the initial call, our agent advised customer what our warranty conditions cover and attempted to de-escalate the call, at the point the call was ended by the customerWe would like to point out, the Manufacturer's Warranty on our products cover the unit up to year from the date of purchaseIf customer has the purchase receipt showing the unit to be purchased within year, we will gladly reach out and offer warranty options.Howeverif the unit is more than year old, it is no longer covered under WarrantyIf customer purchased an extended warranty at time of purchasewe suggest customer to contact the store or 3rd part in charge of the Warranty for further assistanceWhile we understand customer was unable to speak with a Supervisorthe outcome is based on the purchase date of the unit to validate the warrantyWe now consider this matter closed and thank customer for their time and patience

We are in reply to customers complaintAlthough the Neato brand is not supported by our Funai Call Center, we will forward the complaint to the Neato team at Funai Service warehouseUnfortunately we haven no way of providing direct updateson the Neato products
We advise customer to allow up to
business day to receive an update by either phone call or e-mail with status update from the Neato team
As we cannot assist further, we would like this matter closed as customer will receive an update from Neato team

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
In reference to complaint ID 12023600, I received back my Neato robot yesterday.Tank you. Regards,
*** ***

We are in reply to Mr***'s complaintWe have been in constant communication for over months attempting to process a refund after the unit was deemed unrepairable at one of our Authorized Service CentersCustomer was explained the process for refund, and what he needed to do on his end to
start the refund processWe mailed out customer a copy of a Letter customer must fill out and sign and return to us along with a copy of the receipt and the original UL Label from behind the unitThis letter along with instructions was sent to customer multiple timesCustomer will call back and ask for the refund, our call center agents always provide the same answerWe need the information mailed back to us so we may process the refundWe have also mailed out the letter to another address provided by customer that has provided the same resultsWe have yet to receive any documentation from customerWithout this documentation we cannot issue a refundWe are waiting on customer to mail back the filled out and signed documents so we may process the refund immediatelyCustomer is welcomed to continue calling instead of filing another complaint as it will produce the same answerSince we cannot move forward with the refund until we receive the documents from customer, we no consider this matter closed

We are in reply to Ms***'s issueWe would like to apologize for any inconveniences we might have caused while attempting to service customer's unit under warrantyAfter reviewing pictures taken and sent to us by the customer, the picture shows a clear impact point on the screen causing
damage to the panelDamage is not covered under Manufacturer's Warranty, whether intentional or accidentalTherefore the year Limited Warranty that comes with the unit is automatically VOIDThe issue at hand is not how fragile the screen is, this is a matter of something breaking the panel which cannot be easily damaged by everyday useOur units are handled multiple times before customer makes the purchase and are not easily brokenThere are typical ways this type of damage happens, not handling the TV properly(dropping), or an object hitting the screen creating an impact pointIt is higher likely this damage was caused by an object hitting the screen causing damage, which again is not covered under warrantyWe thank customer for their valuable time and patience, however we will not be able to offer any warranty optionsWe will not offer a repair/Exchange/Refund due to the damage voiding the Limited Manufacturer's WarrantyWe consider this matter closed

We are in reply to Ms*** complaintWe would like to apologize for any inconveniences we might have caused while attempting to service, in this case replace customer's unit under warrantyThe Exchange order was processed 08/well within our estimated Turnaround timeHowever due to a
system error the unit never physically shippedWe understand this is an error not related to customer therefore apologize to the customer for never receiving the unitUnfortunately our Call Center agents do not have access to the system oversight and were not able to catch the unit not being shippedWe are prioritizing this exchange and will shop out to customer as soon as possibleOur Call center team will reach out to customer to provide shipping updates as they become availableWe are assuring the exchange will be shipped and consider this matter closed

We don't understand the rejectionI do not see anywhere in our system showing days, the Call Center does not
have capability to ship exchanges therefore do not provide a time frameWe apologize if there was amiss-understanding by customerAs previously stated, we asked customer to allow a few business days for the 2nd Exchange to shipThe Exchange was shipped out to customer and is scheduled to be delivered today per FedEx tracking number belowWe urge customer to not reject any more replies as the exchange has been shipped and issue has been provided a resolution on our endWe thank customer for their time and patienceFEDEX Tracking Number:***

We are in reply to customers complaintWe were notified by our Out OF Warranty Repair team, customer was contacted 06/and was provided the return tracking number.We thank customer for their time and patience

We are in reply to Ms***'s complaintSince customer does not have original receipt, we will issue a refund for the full amount paid for the unit which is $as this was a promotional item purchased during Black Friday sales If customer had the receipt we would have included the amount of the state sales tax.Customer must call our Call center so we may start the refund processThe refund will be processed and issued after the last damaged unit has been received and processed in our warehouseCustomer is welcomed to ask for more details once she has returned our callAgain, we are offering to refund the unitCustomer needs to call the call center to initiate the refund process

We are in reply to customers complaintWe would like to apologize for the additional wait time, we understand the repair has taken long than the original turn around time originally providedThe 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 possiblePlease allow a few days for the repair team to search your case and get back to youShould you have any questions or concerns please contact the Out Of Warranty Repair team and allow time for your concern to be addressedThank you for your time and patience

As originally stated, customers options under manufacturer's warranty is to have the unit repairedWe urge customer to contact our Call Center for further assistance

I am rejecting this response because:
I have shipped out the tv through Fedex today.You should receive it in about business daysI do not consider this matter closed until I receive my new ,working tv from you.Keep in mind I did not purchase my tv as anything but brand new and I expect to recieve a new tv, not refurbishedOtherwise I would expect compensation for the differencePut yourself in my position and consider what you would want going through the same situationI don't understand why you said it would be 15-days before I receive my tv when it only takes about days according to FedexIt's been over a month since I've first contacted youI feel I've been waiting long enough for this matter to be corrected

We are in reply to Mr***'s issueWe would like to apologize for the inconvenience of the unit not performing as intended while attempting to service customer through our Call centerCustomer called in regarding unit not powering on and was provided with troubleshooting steps to resolve
issueAfter the agent was not able to properly Troubleshoot customer was referred to one of our Authorized Service CentersUnfortunately this unit was purchased 11/9/2011, which is almost year out of Manufacturer's warrantyDue to the unit being beyond any type of warranty coverage, we would like to once again apologize for any inconveniences however we will not be able to assist the customer with any type of Warranty related options including Repair/Exchange/RefundAgain due to age of the unit we will not be able to offer Warranty Service and consider this matter closed

This issue was resolved months agoThe original issue was due to customer not sending in the exchange which was eventually received and an exchange was processed
Customer was specifically instructed not to include any accessories when shipping the defective unit, which is the reason why no accessories were included with the replacement set
Customer must contact our Call Center so we may provide a fast resolution, not re-open a complaint that has already been resolved
Please note, we DO NOT provide booklet manualsCustomer is welcomed to either print a copy of the manual online, or request a printed copy of the manual by contacting our Customer Service Department
Again we will make an courtesy and send out replacement accessories as a one time exception, customer must contact our Call Center for further assistance
The original matter was already resolved please and matter has been closed on our end

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me
Regards,
Chris Johnson

We are in reply to customers complaintWe would like to apologize for the delayed tur-around-time for the exchangeWe understand it has surpassed the time originally provided to customerThe delay was caused by a discrepancy caused by our warehouse after the unit was receivedWe have corrected
the discrepancy and are currently prioritizing the exchange to be processed and shipped out ASAP.Unfortunately our Call Center staff does not have direct access to our warehouse so were unable to follow up or provide a more current update for customer.We ask customer to allow us a couple of days to provide an update and hopefully a tracking number showing recertified replacement unit has been shipped out.Again we thank customer for their time and patience