Funai Service Corporation (FSC)

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 Ms. [redacted] complaint. This is the first we FUNAI receive this Revdex.com complaint from customer. We are not quite sure what the complaint is in regards to.Customer called our Call center for assistance, we attempted to repair the unit. Unit was deemed un-repairable to which we...

then offered to process an exchange. We initiated the exchange and even sent out a Box and a Fed-ex return label for customer to return the defective unit out of courtesy as we are not obligated to do so. The Box is on route to customer scheduled to arrive tomorrow, please see tracking number below. Inside the box are packing instruction and a pre-paid Fed-ex return label. This has already been explained to customer. We are following through with exchanging the unit for customer as long as we have inventory available, if we do not another option will be provided to customer. We consider this matter closed.

We are in reply to Mr. [redacted]'s issue. We would like to apologize for any inconveniences we might have caused while attempting to service customers unit under warranty. There was always clear indication to customer we only replace units with our reconditioned units. We are unclear on customers...

issue at hand,  There is no mention whether the replacement unit is working or note. Our Call center team has made several attempts to reach out to customer and haven not been to speak with customer directly to which customer has not yet returned our phone calls. We would like to ask customer to physically call in to our Call Center and speak to a Supervisor so we can see what we can do to assist. Please do not e-mail as we need to troubleshoot the unit received by customer. At this moment we will not be offering a refund or a new unit to customer as we need to validate the condition of the exchange unit received by customer. We are offering to troubleshoot the unit to assure it is performing properly. If the unit has any possibly defects we can arrange for another exchange for customer at no charge as customer is still covered under our Manufacturer's Warranty. Since we are offering both service and warranty to customer we consider this matter closed.

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.

I have not recieved a new Tv per [redacted] at the company.He promised that a new TV will be on its ways which it is not as of yet.That is why I am dis satisfied..Until I recieve a new tv that works and is not falling apart I will be dissatisfied.He also stated the new tv would be sent out while the non working tv was in hub...which hasnt happened yet...Thank you.[redacted]

We are in reply to Mr. [redacted]'s complaint regarding the items listed. Unfortunately our warranty covers only the unit itself and the accessories supplied with the unit. Our Call Center team has written instructions when an exchange is processed to package the unit and include only the unit and the...

accessories that were included with the unit when purchased, for example the remote control. We did NOT instruct customer to include any other products other than the unit and the accessories supplied with the unit. All defective products are returned to one of our 3 locations. When these units arrive they are processed not repaired. Our Return center does not keep any items other than the unit itself. There is no chance these items would be available to return back to customer as they are not kept, rather disposed upon processing of the unit. Again our Manufacturer's Warranty only covers the unit under warranty, we will NOT be issuing any refund for any other items inside the box, no exceptions will be made. We apologize if customer miss-understood our instructions. We follow the same set of instructions to which we have processed for thousands of exchanges and provide on a daily basis to all of our customer. We now consider this matter closed.

I am rejecting this response because: I was already promised an additional six month warranty on the product and the product has an additional warranty on it. I am rejecting because if this product has another issue or for some reason is damaged upon shipment I will have the same issues with the way they handle it. The television is still not in my possession.

We are in reply to Ms. [redacted]'s issue. We would like to apologize for the delay in processing the second exchange for customer. We understand the exchange took a little longer than the expected Total Turnaround time provided to customer. The exchange was shipped out to customer and delivered...

07/14. Since we show the second exchange was delivered to customers address, we now consider this matter closed. We thank customer for their patience. FED-EX Tracking Info: [redacted]

We are in reply to customers complaint. Customer was called on 2/28 by a Supervisor. We have explained to customer the unit is almost 1 year beyond any Warranty coverage. Date of purchase was April of 2015. The Manufacturer's warranty expired last April 2016.We have provided several steps or...

suggestions for customer to try to rectify the issue she is experiencing with her unit. Again, we will NOT be offering any warranty options as the unit is beyond any warranty coverage. We will no be offering to repair/replace/refund the unit.We thank customer for their time and patience.

We are in reply to Mr. [redacted]'s complaint. We would like to apologize for any inconvenience we might have caused while attempting to service the unit in warranty. We do understand we made several attempts to exchange the unit under warranty. Although we do not have many issues after we exchange a...

unti in warranty for a customer, for whatever reason it did not work out. We have contacted customer and have offered a refund for the original unit. Please note our call center representatives were just following procedure in advising customer the warranty had already expired on the original purchase, which was true. We would have came to the same concluson of a refund if this case would have been escalated through the call center. Since customer agreed to the refund we consider it more a fair resolution and now consider this matter closed. Customer has been given instructions on how to proceed with the refund. The refund will not be processed until defective unit is returned. Thank you.

I am rejecting this response because:On many emails I told them that my mailing address is [redacted], it will be returned now because they didn't put the correct address on the envelope. Wonderful, even more waiting on my end. When it comes back, and it will please overnight it to the correct address this time.

We would like to apologize for any inconveniences we might have caused while assisting customer with the original issue. Our manufacturers warranty covers the unit for 1 year from date of purchase.  The total use of the unit does not determine the warranty, rather the date of purchase. We...

understand when the original unit was replaced it was done so right before the warranty expired. We exchanged the original defective unit with a working replacement last year and was delivered to customer's address 10/22, the original warranty expired 11/2/2015. The unit is now 6 months Out of Warranty.If customer would have contacted us immediately after receiving the replacement unit we would have been able to provide other options and we possibly could have filed a claim with the shipping company for damage. This can no longer be provided as the unit was delivered over 6 months ago. If customer purchased an extended warranty through the store we urge customer to contact the extended warranty company. At this moment we will not be offering any repair/exchange/refund as the unit is now Out of Warranty. Customer can attempt to repair the unit at their discretion. We now consider this matter closed.

There is nothing to reject. We urge customer to contact our Call Center so may process a refund.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. For the time being I accept the company's response, even though I feel the response was extremely rude. If you read my complaint, I was told the box would be shipped in 7-10 business days. When it was not sent, I called and the customer service respresentatives acted like they had no idea what I was talking about. I was told to call back in 24 business hours, in which I did. I was then told they had no idea when and if the box had been shipped. I have since received the box and will try to continue with the exchange process. And yes, your company did not have to send a box, but as a customer I also expected a TV to last more than 2 months and the fact that it didn't demands more attention and more care than this case has received.

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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12035361
I am rejecting this response because:Funai called this week and this part is completely my fault.  I have been extremely bust with work and  missed the call. In haste I accidentally deleted the voicemail after listening to it. I appreciate Funai reaching out and if the person who called would please email me I would be happy to respond. My email address is [redacted]That is the best way for me to communicate.

I have received the check at long last.  The case can b closed.

We were able to spek with Ms. [redacted] today. Customer agree to have unit repaired one more time by In Home Service technician. There is possibility unit can still be repaired depeing on defect. If unit cannot be repoired, we will bring unit back and exhcaneg with a New unit. As we have explaintd to Ms. [redacted], availability is not guaranteed, thre is possibility we will have to wait for stock to be available to exchange with a new unit. We consider this option for than fair and will close out case on our end.

The Refund  check was processed and mailed out to customer 12/04 for the amount of $233.26 under  the name we have in our system provided by tge customer, [redacted]. Please allow the Postal Service enough time to deliver the check as we are now in Holiday season. Rejecting the reply will not make the Postal Service deliver the check any faster. We thank customer for their patience.

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.