Funai Service Corporation (FSC)

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 or replace the unit under warranty.We understand the customer is not satisfied with the resolution of receiving a substitute re-certified model. We have...

contacted customer to offer a refund but were unable to speak with customer. We advise customer to return our call through the Call center so we may start the refund process. If customer does not have the proof of purchase we will issue a refund for the unit market value.Since we have already initiated the offer for refund, we consider this matter closed.

Funai Call Center does not service Neato brand products. Again, we will forward the information to the Neato team and management to advise  customer has not received a phone call. We advise customer to allow 1-2 business days to be contacted by Neat team by either phone or e-mail. Please close this matter as we cannot assist further, just assure customer is contacted by the Neato team.

I accept the response made by the business in reference to complaint ID [redacted]  However, I will send the company president and possibly the parent company in Japan a letter mentioning that Funai Service Corporation customer service was inconsistent regarding several important points about my warranty and that this caused me to unnecessarily go through an exchange process, make me believe the exchange process would be faster than it was and make me believe I could receive a refund. My goal in sending these letters would be to prevent other customers from experiencing the same problems I had. Thank you for your assistance.

We are in reply to Ms. [redacted] complaint. We would like to clarify, this complaint is not against Funai's Call Center. Ms. [redacted] purchased an extended Warranty at the store. Customer called her Extended Warranty Company Assurion's Call Center, which sublet their claims to a company called Lifetime....

Lifetime took customers repair claim, when the unit was deemed un-repairable, they requested an exchange through our company Funai Service. The exchange was delayed by Funai Service due to an internal logistics transition change. So by design. Again, Funai Call Center did not have any record from customer as the claim was not handled by Funai. Customer called extended warranty company, not Funai's Call Center. Call Center has no visibility on any exchanges requested by Lifetime/Assurion. This was explained to the customer when she called Funai Call Center, and our Supervisors did their best to explain this to the customer. I was provided shipping updates from Funai Service logistics team. Customers Exchange was shipped out 10/12, and is currently on route scheduled to be delivered today 10/14. Below is the Fed-ex tracking number with current updates. FED-EX TRACKING:  [redacted]We are glad we were able to at least provide a tracking number and assist with customers resolution.Going forward should customer have any issues she welcomed to call the toll free number on the unit itself for assistance from our Call Center. Customer will need to provide both serial numbers for warranty purposes. Since we provided tracking information showing the exchange was shipped, we consider this matter closed. Any further escalations would have to be addressed to Assurion/Lifetime company as the repair/exchange claim was processed at their Call Center not Funai's Call Center.Thank you.

From: [redacted]Sent: Friday, December 11, 2015 2:14 PMTo: [redacted]Subject: Re: [redacted]  Hi [redacted], We received our check today. You may close this case.Thank You

We are in reply to customers complaint. We would like to apologize for any inconveniences we might have caused while attempting to provide customer with warranty options.We initially processed an exchange for customer, which was not delivered to customer rather returned back to our warehouse. This...

caused the discrepancy with the refund and did not allow for the refund to be automatically processed.Customers issue was escalated through our Call Center. We were able to locate the re turned exchange unit in our warehouse and will have the check requested and processed next Friday.Our Accounting department processes check once a week, and unfortunately today is past the cut off time to request the check.We completely understand customers frustration, the delay was not caused by anything the customer did on their end, rather a shipping discrepancy. We assure the customer's refund check will be processed next Friday and mailed out to customer the same day. We thank customer for their patience and consider this matter closed.

We are in reply to Mr. [redacted]'s issue. After customer called our Call center for the second to report the unit was having intermittent issues, we scheduled an In Home Service repair by sending a technician to customer home.  The Technician attempted to repair the TV, however while the...

technician was on site was unable to determine any defects. The technician did not find any of the issues below with the unit. According to customers claim the unit would not power on, randomly change channels, mute itself, etc. The technician could not replicate the defects stated by Mr. [redacted] therefore the repairs were not completed. The technician will not wrongfully replace parts if the unit is operating accordingly. At customers request, we can make an exception for customer and re-schedule a second repair to determine if the unit is defective or note. If the unit is defective we can then repair or exchange if needed. At this moment since the technician found nothing wrong with the TV we cannot offer an exchange if there is nothing found wrong with the TV. Customer can contact our call center for further options and we consider this matter closed since we are not neglecting service or Warranty to the customer.

We are in reply to customers complaint. Customer unit was shipped back to customer 04/19, and received 04/21 which is the same day the complaint was filed.We would like to close out case since the unit was already shipped back.

We are again in reply to Ms. [redacted]'s complaint. The Warranty Authorization has been sent to the repair center authorizing customer to have the unit repaired for Parts Only, where Sanyo will pay for Parts and customer is responsible for the labor fee. Warranty starts from the Date of Purchase, unfortunately the unit is now Out of Warranty. Due to the fact the unit is no longer covered under Sanyo's Warranty, Sanyo is unable to fulfill customers request of processing an exchange or  refund. The Parts Only authorization was authorized out of Courtesy for the customer as we understand the customer is being inconvenienced by the TV not working properly. We consider Parts Only authorization a fair resolution and consider this matter closed. customer is welcomed to contact the Service center to proceed with Parts Only repair.

We are again in reply to customers complaint.  There was a miss-understanding with one of our agents and customer where customer was under the impression he was waiting for the exchange to be shipped out.We have since called back customer and explained we require the defective unit back before we ship out the replacement. Customer again understood the replacement unit will not carry any warranty pass 90 days as the manufacturers warranty has already expired. We are offering to exchange the customer for customer out of courtesy so customer can have a working unit, however will not come with any warranty past 90 days. We thank customer for their time and patience, since we have already agreed on an exchange this matter is closed. Should customer have any questions or concerns, customer is welcomed to contact or call center for further assistance.

As I told the Rep, [redacted] from Sanyo, till I know the cost of labor charges to fix TV I won't know if I can afford it, I am on SS. I am not happy I have to pay for anything other the $404.00 I paid for this crappy TV in the first place. I called Sanyo twice for this issue and got no where when it was under warranty. They weren't willing to help me then, shame on me for waiting this long to report them to the Revdex.com. I in no way consider this issue closed. They told me I had to wait till after Thu. to contact the repair service they gave me. Today is Tue. How do you figure this is resolved? How long was my warranty anyway? It's been 1 yr and 10 months since I bought this piece of crap. Am I angry? Yes! I'm on a fixed income and paid good money for this item. I shouldn't have to pay anything for the repair. [redacted] also told me he would email me so that I could contact him if I needed to. So far I haven't received that email from [redacted].

Since customer accepted resolution of receiving a replacement, there is nothing further to reject on this issue. Customer needs to reach out to our Repair team. We have forwarded customers rejection to our Repair Team to make another attempt to reach out to customer. Please close this case as we have provided a resolution.

I had not responded to the final message because I wanted to make sure that we received our unit, and that it has functioned properly. We have received it and have been able to run it twice and have found it to have been repaired.Thanks,

I am still yet to receive any tracking or shipping information from the company.  I feel that this issue will can not be resolved until the product has shipped and the company completes its job.

From: [redacted] 
Sent: Thursday, September 04, 2014 12:46 PM
To: [email protected]
Subject: [redacted]
 
I am responding to case number above,The funai people send reconditioned Tv to me but it is damaged.Upon conversation with [redacted] at emerson tv he stated he was going to handle this himself and make sure I recieved a new tv .Needless to say I am very upset.The tv they sent me has bright white coming through the top where screen and tv plastic meet.I just wanted a new tv.But they wont even return my calls left 4 messages   sincerly [redacted]  there incident report number is [redacted]

I am rejecting this response because:I am still yet to receive any kind of shipping notification from the company.  Once I have seen the tracking information and that it has left the facility I will believe it.  I was told two weeks ago it was being pulled and would ship out on the 12th and now two weeks later I am being told the same thing.

We have already refunded the value of the unit to customer. We will NOT be offering an exchange. There us nothing further we can counter reply with. Please review and close case.

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 complaint. We have made contact with customer and apologized for any inconveniences we caused while attempting to replace the unit under warranty. We have offered to exchange customerse unit a different brand unit as customers original unit was alimited...

release.  Customer accepted to receive new exchange. We consider this matter closed.

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.