Funai Service Corporation (FSC)

On Tuesday, October 13, 2015 5:30 PM, [redacted] wrote:Attention: [redacted]Good afternoon, my name is [redacted] my previous case number [redacted] submitted on 9/23/2015 9:34:23 PM against Funai Service Corporation (FSC).   According to the conclusion that was reached with Funai, I was suppose to be issued a check in the amount of $48.oo,  Yet as you can see also from the email I am forwarding you below. Once again they tell me one thing and do a total other.  Today I received a check in the amount of $23.00. I do not know what planet they live on but I am still waiting to see one go on sale for that amount,  maybe around Christmas but I am without know.  After all the time myself and the effort you have put into this file. I would have thought the company would have got some kind of intedgrity and stuck with there word, instead of lying to myself and the Revdex.com.  I find this check to be very offensive.  I know have to go out and purchase another DVD out of my own pocket for more than what this lie is that the mailed me. I already know I will not find one in my area for the amount the company has refunded me.  I am not sure as to what to do with this check, I was hoping with your help I would finally get some type of assistance or justice and that this company would do right by there customers.  But I see this is not the case.  Please inform me on how to continue. [redacted]On Friday, October 9, 2015 1:26 PM, Funai Support <[email protected]> wrote:Dear [redacted]: This email is to let you know that we have processed a refund check in the amount of $?23.00 for your [redacted] on 10/8/2015. The check was mailed on 10/8/2015.  You should receive your check within 3 to 5 business days.Thank you for your continued support.  We look forward to serving you again in the near future. Best regards,Funai Support Please Note this email address does not accept incoming correspondence.  If you would like to send an email, please send all correspondence to [redacted] and please reference your case number on all correspondence.

We are not providing any resolution to this complaint. All we can do is forward the complaint to the Neato team.As of 03/10, we were provided the following updates in regard to customers complaint. A return label was mailed to customer on 03/07. The Neato team is currently waiting for the unit to be returned so they can once again make an attempt to properly repair the unit.Should customer have any questions or concerns, we urge customer to contact the Neato team for further assistance. We are not dodging any issues as our Call Center does not service Neato products. We will however make sure customer is provided a resolution by forwarding the information to the Neato Team for follow up.Thank you, we have considered this matter closed as we cannot provide any further assistance.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted]nd find the resolution is satisfactory to me. Hi [redacted]It appears as though Funai is now genuinely attempting to make a real effort to resolve this case. I do not want to close out this complaint until the unit is really repaired. I had another surgery the other day and have not contacted the Funai GM as of yet, but I will once my mind is clearer from the surgery related narcotics. I did respond to Funai via e-mail, however.I cannot thank you folks at the Revdex.com enough for helping me with this! I couldn't have gotten this far without you!
Regards,
[redacted]

We are in reply to the last update for Ms.  [redacted]'s isue. We apologize for delay, as we had to wait until the unti was returned to shipper, than transfeered to our depot warehouse for processing. this took longer than anticipated. The  refund check for customer has been processed, cut, and will be shipped by Fed-ex. The following tracking number is for the check which we are authorizig to be shippedo ut 2nd day to customer. Pleas note the tracking status will not update until the package is at a Fed-ex hub as it is customary with Fed-ex tracking system. We consider this matter closed and do not expect any further calls to our Call center from Ms.  [redacted]. Again, the customer refund check has been processed on our end considering this matter closed. FED-EX TRACKING NUMBER: [redacted] Check Numbre: $498.00

We are having difficulty understanding what is the complaint in regards to. The unit. Repair was originally scheduled, however the warranty repair was later cancelled by our Warranty team, which then customer was advised we are now processing an exchange.We are not obligated or responsible to...

provide the Box and packaging material. We do however offer it out of courtesy to customer.Customer was told we would re-request the box the last time customer called in to the call center. We ask customer to patiently wait for the complimentary box and return material which includes a pre-paid label to return the defective unit so we may process an exchange. This matter is closed on our end as we are already in the process of exchanging the defective unit under our Manufacturer's Warranty.

The Funai Service Corp is supposed to be sending us a refund check once they received the tv they mistakenly sent us. I got in contact with a supervisor about when they would be getting the tv back. He was supposed to have called me on October 4th but never did. I called them again on Monday to find out what was going on. I got to speak to the same supervisor and was told they had received the tv on October 3rd and that he would be having the refund check expedited to us. I asked him if they had sent the check yet because I have to be at home when it arrives because it has to be signed for. He told me that he requested information on when it was sent out and he was going to call me back. He has yet to call me. I called today and the lady I spoke to told me that they have not released the check yet and that it could take 10 to 15 business days. I keep getting different information and am really confused as to why they haven't sent the check yet when the supervisor told me that it was either sent out that Friday or that Monday when I spoke to him. This is getting beyond ridiculous with never knowing what is right and what is not because I keep getting told different things. My husband asked that I bring this to the Revdex.com's attention and would like to know what we need to do. 
Thank you,

We have already addressed the complaint in the original reply. We do not understand what is being rejected. We explained occurrence and offered to refund customer the owners manual and issue a $4 refund upon the return of the manual. Customer is welcomed to contact our call center and return the manual for a refund of $4 which is the cost of the owners manual. This matter has been closed on our end.

As stated in previous response, Neato brand is not serviced by Funai Call Center. We have already forwarded the complaint to Neato team to contact customer. There is nothing further to reject from the original reply. We urge customer to contact Neato team directly as we cannot provide resolutions for Neato brand products.We assure customer, the Neato team is working hard on all pending processes, and will respond to customer with an update.Please close this matter.

I am rejecting this response because: I received replacement television the other day after taking out of box to try there was no paperwork or remote or screws to mount the base . Television itself seams to be in working order. But put back in box and waiting for response regarding this .And about missing warranty papper work also. Outside of box says it would be in the box but wasn't

We are once again in reply to customers complaint. We would like to clarify customers concern and advice we are not passing off anything to Neato. FSC is the official Out Of Warranty Service provider for Neato, providing and supporting 100% of the service offered for to the Neato branded products. We would like to advise customer, our Out Of Warranty Service has been so successful, the Neato team is having difficulty providing updates to customers in a timely manner. FSC guarantees satisfaction to all of our customers.In regards to this case, FSC has attempted to repair the unit on 2 separate occasions. Both times the unit went through inspection and was tested before it was shipped to customer as we do with all of our repairs to assure the unit is working up to standards. In such cases as this one, since we have attempted 2 repairs, FSC has reached out to customer to advise we will be replacing the unit with a factory re-certified replacement unit. We  consider an exchange a farir resolution and would like to have this matter closed as we have provided a fair resolution to customer. If customer has not done so, we urge customer to reach out to the our Neato team for update.

I am rejecting this response because:As requested, I sent you the physical label on January 14, 2015.  If you haven't done so yet, you should receive it soon. I sent and email to your team the day I sent it and haven't heard anything yet. Just please let me know as soon as you receive the label so I know when to expect the refund check.I as said before, I will gladly consider this matter close once I receive the check.

We are in reply to customers complaint. Customers unit was shipped out 04/19, and delivered 04/21. We would like to apologize for the longer than expected repair time. We understand it was long than the original turn around time we advised customer. We thank customer for all their time and patience...

and consider this matter closed.

We are in reply to Mr. [redacted]'s complaint. Customer has never contacted our Call Center for further assistance. We received 2 e-mails to which we replied to both e-mails with possible troubleshooting solutions. For further troubleshooting  please call our toll free Call Center. Should the unit...

be deemed defective we offer a 1 year Manufacturers Warranty in which we will exchange the TV for a re-certified unit. We will not be offering or processing a refund for Mr. [redacted]. Again, for further assistance do not e-mail our Support team, please call our Call Center and provide the reference number which was given on both replies. Since our units carry a 1 year Limited Manufacturer's Warranty upon validation of Purchase, we consider this matter closed.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

We are in reply to customers complaint. We would like to apologize for any inconveniences we might have caused while attempting to replace customers unit under warranty. Unfortunately customers original model was not available in stock which caused the delay on shipping out the exchange unit....

Customer was eventually called back and was offered an upgrade.We anticipate the exchange unit shipping out sometime this week. Our staff will provide updates to customer once the update has become available. We thank customer for their time and patience and assure we will proceed with exchanging the unit. We 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 me. But, they have my receipt on file. We've been dealing with this issue since the end of April. I've asked and demanded a refund prior to getting the Revdex.com involved and was told it isn't possible. I was supposed to receive a confirmation phone call for the refund and I'm still waiting. Funai/Magnavox customer service is deplorable. I doubt I'll ever see a dime. Magnavox even sent me a third TV. It was the same model as the second one, which is a lower end model. I never accepted the shipment. I just want my money back so I can be through with magnavox.

We are in reply to Ms. [redacted]'s issue. We would like to apologize for any inconveniences we might have caused while attempting to service the unit under warranty. Unfortunately there were issues with both ordering parts and getting Warranty updates to the customer. Our Call Center does not have...

direct access to status updates on repairs for services under warranty at our Authorized Service Centers. We understand not receiving updates became frustrating for the customer which as waiting for the unit to be repaired. Due to the inconvenience of having to wait for the repair, we have waived the Labor fee  for customer and authorized the repair ship to cover the unit Under both Parts & Labor as a one time courtesy. Please note  Ms. [redacted] was under warranty for Parts only coverage from the manufacturer and was initially responsible for any Labor charges for the repair. Customer has been communicated and provided with these updates. Unit is ready for pickup form the repair center. We now consider this matter closed.

We are in reply to Mr. [redacted]'s complaint. Customer located and brought his unit to one of our Authorized Service Centers on his own, without contacting our Call Center. Because the unit was carried in to the Service Center without the knowledge of our Call Center, we were not able to assist...

earlier. After receiving this complaint last Thursday, we immediately had the complaint forwarded to our Warranty Administrator which contacted the  Service Center. According to our Warranty Administrator no parts were previously ordered for Mr. [redacted]'s unit from the Service Center American TV Electronics. Again, we were not aware a warranty repair was in progress therefore were not able to assist earlier. We have confirmed with our Parts Department today.  The parts necessary have been located and will be shipping to the service center immediately. Since we have followed through with expediting the requested parts, we consider this matter closed and will allow the service center to finalize the repair under warranty. Please let us know if you have any questions or concerns.

Funai sent a unit back to me that is still defective and still shows the error message of "Clear My Path" or "My Vision Is Blocked" when it is sitting in the middle of an open room. I sent them pictures of this when I sent it back to them the second time. I have lost all faith they can repair anything. I will gladly send this defective unit they sent (which I do not believe was my original one) back to them if they'll refund my money and purchase a new unit for me. What they sent here doesn't work. All they have done is waste six months and taken money from me for nothing.

We are in reply to Ms. [redacted]'s issue. Unfortunately customers unit is now out of warranty. However due to the fact customer did contact call center while still under warranty, management has offered to have the unit repaired under Parts Only coverage and customer will be responsible for any labor...

charges as a one time courtesy due to any inconveniences. Customer has accepted to have the unit repaired under  Parts Only warranty although the unit is now Out of Warranty. We consider this warranty option a fair resolution and now consider this matter closed.