Funai Service Corporation (FSC)

We are in reply to Ms. [redacted]'s complaint. We have contacted customer and apologize for the delay in receiving her exchange. Unfortunately we do not have stock available for customers unit. Since we are now passed the up to 20 business days turnaround time we provide to customer to receive an...

exchange, we have offered to refund the value of the unit to which customer has accepted. We are requesting the refund to be processed this week. Refund check should be processed and mailed out this Friday 02/26. Checks are mailed out Postal Service and urge customer not to call continuously as customer must allow the Postal Service enough time to deliver the check. We will NOT have daily updates once the check has been mailed out as it is mailed out US Postal Service. We have authorized and agreed on the refund and now consider this matter closed.

We are in reply to Mr. [redacted] complaint. The Call Center never received any email contact correspondence from customer. However, customer will be contacted by the Sanyo Customer Service team that will have further options available. We urge customer to wait for a call back and allow a few business...

days for contact before replying to this response. We thank customer for their patience.

We are in reply to Ms. [redacted]'s issue. We have contacted customer and have offered to have older unit exchanged under warranty as a one time courtesy. Customer has multiple unit we cannot troubleshoot further and assume its in working condition as we cannot confirm defect over the phone. Customer was...

satisfied with Out of Warranty Exchange. We now consider this matter closed.

We are in reply to Ms. [redacted]'s complaint. We received pictures sent by customer as requested by our Call center. Unfortunately the picture shows a clear impact point causing damage to the panel. Our Manufacturer's Warranty does not cover damage. Whether accidental or intentional, damage is not...

covered under warranty. If the unit was damaged out of the box we suggest customers to contact the store where the product was purchased to see what is their return policy as the Manufacturer's Warranty is Voided due to damage. We would like to apologize or any inconveniences, however due to the unit being damaged we will not be offering repair/exchange/refund on the unit as the warranty is now Void. We consider this matter closed.

We are in reply to customers complain. Since the complaint was filed 12/07, the customer has already received a resolution by the Call Center. The Exchange was approved as per the pictures sent by customer we cannot determine the unit is damaged therefore still covered under our Manufacturer's...

Warranty. We would like to thank customer for their patience while the matter was dealt internally. We now ask customer to allow the 15-20 business days Turn-around-time that was provided by the call center. The defective unit was just delivered yesterday to one of our return locations. Again the resolution was provided to customer and consider this matter closed.

We urge Ms. [redacted] to patiently wait for the refund check to be delivered by USPS. The check was mailed along with all our company correspondence, we do not prioritize the shipment therefore there is no tracking number available. We cannot mail out 2nd day Fed-ex as 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 file. After the check was returned and address was verified, we mailed out check to a requested PO Box address provided by customer as  PO BOX 871 - Rpsman, NC 28772.This is the last stays we provided to customer. Although customer has called numerous time, the last status of the check will not change. We 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.

From: [redacted] 
[redacted]To: [redacted]Subject: Additional information about complaint ID: [redacted]Hello, I would like to reopen my case concerning Funai. This is definitely to the fact that I have complied with their wish for me to return the printer to them prior to them sending me a refund that has been "approved." This is the reason that I did not respond to the previous message and the case was closed initially, me waiting for them to ship the box and them to respond. The printer was shipped back to them on March, 27. On April, 20 I called customer support as directed in previous calls from the company and asked where my refund was and when I could expect to receive it. I was told by the representative that my question would have to be "escalated to a higher department and someone would call me back." I asked when I could expect a call and was assured that I would hear from someone by the end of the day on Friday. I specifically asked if "I can expect an answer to when I can expect my refund by 5 pm eastern standard time on Friday April, 21st" and the representative said "yes." That time has passed and I have yet to receive a call. I am tired of getting the run around from this company! I want this issue resolved immediately!  I have complied with their requests it is they honor theirs! Also I am emailing from a different account because I am no longer able to access the previous account at [redacted] Please respond using the [redacted] address. Thank you. [redacted] 
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. But I will not be willing to close this case until we have our money back. I want to make sure we do not run into the same issues as before with the shipping box. Once we receive the check that they promised I will contact Revdex.com and have the case closed.

We are in reply to Ms. [redacted]'s complaint. We would like to apologize for any inconveniences we might have caused while attempting to service/replace the unit under warranty. It is not common to ship out multiple exchanges to our customers, however we understand there are always the possibilities of...

units not being handled carefully enough during shipping, especially with large units. We will not be offering another exchange, rather will issue a full refund for the amount of the unit. We already instructed our staff to make a call out to customer and start the refund process. If customer had the receipt we will refund the value of the unit along with the state sales tax. If customer does not have the receipt they will receive a refund for the value of the unit.If customer has not spoken to our Call Center staff, customer is welcomed to call the Call Center at customers convenience so we may issue the refund. We now consider this matter closed.

This obviously cannot be resolved through Revdex.com. There is no purpose to reject the reply, just contact the company immediately. There is e-mail, chat, call support. There is nothing to follow up from our end in Revdex.com.

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.

I am rejecting this response because: I have read many complaints and it seems bunches of this brand tv sold at Walmarts have done the same thing. Also noteable, many of them were well within the warranty time, but they reported neither you, nor Walmart would honor the warranty anyway. Numerous consumers complain they should get a class action going. I will very much like to join them if this is the horrible service I get from you, on top of a faulty unit. I am not stupid, I know everything we buy has a shelf life. But for more $350.00 I would expect to get 5 years. Maybe more on a device that has lower traffic as I noted previously, this tv is the one in the bedroom. Also, since I reported the first line in the tv, a second one has appeared. If it is a faulty panel, that will cost way more to repair than to buy a new one (which would have a new warranty, even though apparently you don't seem to be held responsible if it is not honored). please don't be rude, and insulting. You answered as if you would fix the issue had it still been under warranty, knowing full well they are designed to break, right after the warranty is up. It looks like cracks inside but nothing is touching the tv. The tv is not being moved. There is no reason for it to just crack! When I turn the unit off it no longer shows, so whatever it is, it is internal. The least you could do is help me diagnose the problem and help me retain replacement parts, you wouldn't even do less than that and help locate a repair person/shop.

We are in reply to Ms. [redacted]'s case. The parts needed for repair were originally on back order thus causing delays in the repair. It is not uncommon for a part to be on back order as it is impossible to stock 100% of parts at all times. The part needed has been shipped to the Service Center [redacted]. We have spoke with the Service center chich is ready to finalize the repair and will schedule appointment as soon as they receive the part needed. Since we have provided a reasonable solution in authorizing the repair at no charge to customer, we consider this matter closed. Customer is welcoemd to reach out to our call center for any questions or concerns. Below is the parts shipping tracking number from fed-ex. FED-EX TRACKING: [redacted].

We are in reply to Ms. [redacted]'s complaint. We would like to apologize for any inconvenience we might have caused while attempting to assist customer with their inquiry. Our manufacturers warranty covers all of our units up to 1 year from the Date of Purchase. If customer purchased an extended...

warranty through the store, we urge customer to contact the store for further assistance. Customer stated the unit was purchased 2014, however our records with Walmart show the unit was purchased November 28, 2013. The unit is now 2 years out of any warranty coverage, therefore we will not be able to assist with any repair/exchange/refund as the warranty on the unit has already expired and is beyond any warranty coverage. We thank customer for their patience and consider this matter closed.

We are in reply of Mr. [redacted]'s issue regarding Warranty Repair for the Sanyo TV. Since the complaint was filed, parts were shipped to the repair center and repair was finalized. However when following up with the customer it was determined the unit was once again having issues per customer. We...

have since offered an exchange to which customer agreed to. We consider an exchange a more than fair resolution and consider this matter closed. Should Mr. [redacted] have any questions or concerns he can call the (800) for support.

Once again we have no control over USPS expected Delivery date as they provide none. The check was cut and mailed 01/29. It has been exactly 10 business days since it was mailed. We expect our customers to wait patiently until the check has been recieved. The delivery addres was confirmed as address below. If the check for whatever reason gets returned, it will be communicated to customer. At this point the check has not been returned. Customers original model has never been sold at any Walmart at the retail price customer is quoting. Again without a receipt the amount refunded is close to if not the exact same price customer paid for the unit.  No exceptions. Delivery address:[redacted]

We are in reply to Mr./Mrs. [redacted]'s complaint. We received customers unit on 11/16 not October per Fed-ex Tracking number [redacted]. Our turn-around time for exchanges is 15-20 business days, not including weekends or Holidays. It has been exactly 2 weeks past the turn around time told to...

customer, which we are fully aware of on our end. The delay is due to no inventory available for customers unit. Customer purchased a promotional item that was mostly sold during the Black Friday sales at Walmart 2014. Since we do not have inventory, we will now be processing a full refund for customer. We have already made a request for a Supervisor to return customers call to start the refund process. If Customer has their original receipt, we will be refunding the full price paid for the unit including state sales tax and will need customer to contact us to email a copy of the receipt immediately. If customer no longer has the receipt, customer will receive a full refund for the amount of $427 even, not negotiable without the Receipt.Pleas note we will ONLY be refunding the value of the unit, as our Manufacturer's Warranty covers only the unit itself. Our Supervisor should be reaching out to customer to set up the refund, and we now consider this matter closed.

I am rejecting this response because: They say they consider this matter closed as the refund has been approved, but as I have been told that in the past, I will consider the matter closed once I receive the checkI would like to clarify that the information they wrote on their email is not accurateYes, I was asked for the Serial Number label and I sent it to themI received a confirmation that they received it, but that they needed the whole black label from the back of the TV, they told me that I should take a picture of it and send it to them, so I didThey confirmed they received it and said they had all the documentation needed and they will send me the check within to days, that was on December Yes, they did contacted me yesterday evening and requested the physical labelI have sent them the label today and I hope that they stay true to their word this time and send me the check as soon as they receive the labelOnce I receive the check I will gladly consider this matter closed.I am pasting here the email conversation that I had with Customer Service where you can corroborate that I sent the Serial Number Label and that they said that with the picture of the black label was enough, and that they had all the documentation neededSo it is not that I didn't attend to their email requesting me the label, it is that they said that with what I had sent and the picture was enoughFrom: Magnavox Support [redacted]>
To: [redacted]
Sent: Wednesday, December 3, 5:PM
Subject: INC[redacted]
Dear
[redacted],
Thank you for your email to Magnavox Consumer SupportWe have all the documents that we need for us to process the buybackWe
will process it and mail it to you within 10-daysShould you have further questions about this, please feel free to email
us backPlease refer to incident number INC[redacted] so we can easily pull up your
account in our systemWe appreciate your continued support to Magnavox products
Best Regards,
[redacted]
Magnavox Consumer Support
--------------------------------------------------------------------------------...⇄ /> Hello,
Would you be so kind as to let me know how is the buyback process of my
unit going?
Thank
you,
[redacted] [redacted]
From: Magnavox Support
<[redacted]
To: [redacted] <[redacted]_[redacted]>
Sent: Sunday, November 30, 3:PM
Subject: Re: INC[redacted]
Dear [redacted],
Thank you for your email to Magnavox Consumer Support
We have received the photos of the black label of the model and serial
number of your TVWe will update you regarding the buyback process of your
unit
Should you have further questions about this, please feel free to email
us back
Please refer to incident number INC[redacted] so we can easily pull up your
account in our system
We appreciate your continued support to Magnavox products
Best Regards,
[redacted]
Magnavox Consumer Support
-----Original Message-----From: "[redacted]" <[redacted]_[redacted]@[redacted]Sent: Friday, November 28, 1:30pmTo: "Magnavox Support" <[redacted]>Subject: Re: INC[redacted]Dear [redacted]:I
am attaching pictures of the black label located on the back of the
TV, I only see the model number, because the serial number tag that I
sent you was placed on top of itIn any event, between the tag that you
received and these pictures you have both, the serial number and the
model numberI certainly hope that this is enough for you to send me
the refundThere are no other labels on this unit.Thank you for your help,[redacted]From: Magnavox Support <[email protected]>To: [redacted]_[redacted]@yahoo.com Sent: Tuesday, November 25, 6:PMSubject: INC[redacted]Dear [redacted],We have received the buyback documents, however we have received the wrong serial number sticker.Please
send us a picture of that black serial # sticker, it could be found on
the back of the TV indicating the model and serial # of the unit.If
you have further questions, feel free to contact us againPlease refer
to INC[redacted] so we can easily pull up your file in our system.We appreciate your continued support for Magnavox.Regards,[redacted]Magnavox Consumer Support

We are in reply to this previously closed case. Customer has not contacted our Call Center since the original complaint in May. The original complaint was addressed and finalized. The Repair center did not originally order parts through Funai, rather a 3rd party which delayed the repair. Once our Parts department contacted them, parts were sent a couple of times, parts were installed in the customers TV, TV was delivered back to customer 06/09 fully repaired. This is the last information we have regarding this case. Should customer have any questions or concerns, we urge customer to call our Call Center so we may assist accordingly. Since we have no pending issues with customer, we consider this matter closed.

Revdex.com:I reviewed the response made by the business in reference to complaint ID [redacted]  Funia's response is not quite accurate.  After 4 months, from when I sent the robot vac to them $35 fee + shipping), they said they could not fix it and offered a refurbished model.  When I said I was not interested, they suddenly said my original vac was repaired.  Then it took months and complaints to the Revdex.com to get them to return it. The robot vac was returned to me with a new filter and brush.  The battery had a very minimum charge.  It tells me to charge the device but when I connect it to the charger, it will not charge.  So they did not repair it properly.  6 months, $60 and a lot of headaches later, I still have a non-functioning robot vac.  I am closing this case and giving up on Funia.