Funai Service Corporation (FSC)

We are in reply to customers complaint. Customer was contacted by Out Of Warranty Repair Program's General Manager. Customer was offered to have unit returned at no additional charge and unit will be repaired again properly.Customer was provided a return fed-ex shipping label along with the notice...

that the repair would be expedited as soon as the unit arrived, bypassing the normal Turn around time.We consider this resolution fair. We urge customer to contact our Out Of Warranty Team in case of any questions or concerns. We now consider this matter closed on our end.

We are in reply to Customer's complaint. Unfortunately we have exhausted every option we can provide for customer and have now processed a refund for customer due to not having inventory available to replace customers unit. Customer purchased a Black Fridad promotional item that was sold during last...

years Black Friday sales.  This model is not typically sold throughout the year and currently we do not have stock for. This was already explained to customer. Our Manufacturers Warranty covers only the unit. In the even when we have to refund the unit, we refund customer the full value of the unit including the state sales tax with a copy of the receipt. We understand customer does not have a copy of the receipt there fore she was refunded the amount paid at time of purchase minus the state sales tax. We processed and mailed out the refund check on 12/03 for the amount of $218.00. We feel refunding customer the value of the unit is more than a fair resolution and now consider this matter closed. Customer must allow enough time for the Postal Service to deliver the refund check.

We are in reply to Mr./Mrs. [redacted]'s complaint. We would like to apologize for any inconveniences we might have caused while attempting to provide a satisfactory resolution regarding the unit in warranty. The second exchange was delayed past our normal estimated Turn-around time stated to...

the customer. The delay was due to our internal transition of chancing locations which directly affected our normal exchange turn-around time frame of up to 20 business days. Since customer received the second exchange unit on 10/24, it was reported the second exchange was damaged in transit. We have since offered a full refund to customer which was already initiated. Since we have agreed to refund the value of the unit to customer we now consider this matter closed.

We are in reply to Mr. [redacted] issue. Customer has been authorized for a refund after refusing another exchange. The refund delay is due to the second unit recieved from customer. The second unit returned by customer is not the unit we send as replacement according to out logistics system. We...

replaced original exchange with a recertified unit, the second unit we received from customer is a new unit purchased from Walmart 06/27. Again this does not mean we will not process a refund, we simply have been asking customer if the proof of purchase is available for th second unit shipped in to us. The receipt provided by customer was for the original unit that was already exchanged previously. Even without the cooperation from customer we are proceedign with the original reciept for the preious unti as an exception for customers inconvenience. The refund check will be processed and should be cut and mailed out by next week. Since we are proceeding with our original offer of refunding the unit we consider this matter closed.

The check was received finally at the address that you claim was undeliverable, not the address you stated that you sent it to.  Maybe if you did the things you claim you were going to do,  the consumer would not have to escalate these matters to the Revdex.com.  You have lost a consumer for life in the way that you handled this whole process. Now that I see previous complaints, it seems you have a habit of handling all these matters the same way--claim someone is coming out to fix, then when that doesn't happen you have the consumer send the product back, promising to get them a new one, then after a while claim you don't have another, then promise to send them a refund that never shows up.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID 11696937, and find the resolution is satisfactory to me. Although, I'm outraged regarding their claim that this could have been handled by Customer Service, hence me contacting Revdex.com. It's also false that the replacement TV was damaged before shipment. It's very obvious. Unreal after all these months and it's still my fault.

I am rejecting this response because: They do not back up their products.  There have been numerous complaints regarding defects with this product.  I was told during the phone call that they only offer a 90 day warranty on labor, why would I send in the tv for repairs when it would cost more than I paid for the tv.  Also they were so kind to call me after midnight leaving no call back number.  When I tried to call the number that was on my caller id all I kept getting was a busy signal.  then they called again after 8pm.  There customer service is unacceptable.   The only acceptable solution is a refund, at the very least an exchange.

We are again in reply to Mr. [redacted]'s issue. Again we would like to apologize for the inconvenience, unfortunately as we stated in our initial response the unit in question is almost 3 YEARS beyond our warranty coverage. If Customer is unable to contact one of our Authorized Service Centers, he is welcomed to take the unit to any local  repair shop in his area as the unit is no longer covered under warranty. We feel customer received proper Customer assistance as noted in our initial response. Unfortunately we do not provide vouchers or any type of discounts as the product is not sold directly form Funai, rather sold at retailers such as Walmart/Targer etc. Again since he product is beyond any type of Warranty coverage we consider this matter closed.

We are in reply to  Ms. [redacted]'s complaint. We would like to apologize for any inconvenience we might have caused while attempting to service or in this case replace the unit under warranty. We do show we have processed 3 exchanges. Our exchange product is quality tested before it is deemed...

qualified to be used as an exchange. Since we cannot determine on our why customer continues to receive damaged exchanges as customer was told we will be processing  refund. The last damaged unit was returned to our warehouse 09/21. Customer must allow the total turnaround time she was quoted by our Call Center agent, which can be up to 15 business days not including weekends and holidays. We will assure the refund is processed and send out to customer on our end. We would like to clarify to customer our company does not benefit out of customer receiving a damaged exchange, rather we lose money in the product and on shipping costs. Since we have already offered and are currently processing a refund($48.00) for customer, we now consider this matter closed.

I am rejecting this response because I was told by all Funai Service customer service representatives and supervisors to whom I spoke, which was about ten different people, that I needed to pay a $100 labor fee to fix my television, and if I had known what Funai Service Corporation said in their last letter to the Revdex.com, which was that I did not need to pay the $100 fee, I would have had the television repaired several weeks ago, and not have accepted the exchange offer.  Funai Service Corporation should accept responsibility for what it acknowledges is a mistake in telling me that my warranty did not cover the $100 labor fee and should also accept responsibility for telling me that I could receive a refund and then tell me refunds were not possible.Funai Service Corporation's last letter to the Revdex.com said I did not take my television to be repaired because I was inpatient and that I could have spoke to a warranty administrator, who  would have told me that I did not need to pay the $100 fee. However, my understanding is that the Funai Service customer service representatives and supervisors to whom I spoke are all warranty administrators and that I did speak to the correct people about the television.  In addition, Funai Service's first letter to the Revdex.com said I would receive the new television 10 - 15 business days after they received my defective television but in its second letter, Funai Service Corporation said this process would just take a few days. As I mentioned in my last letter to the Revdex.com I was told by one Funai Service customer representative that it would take up to 21 days for me to receive the new television. Funai Service Corporation has been inconsistent with what it has told me, which is the reason I have filed my complaint with the Revdex.com and why I believe Funai Service Corporation should honor its verbal commitment to give me a refund even if that commitment was incorrectly made.  As a result of these inconsistencies I will send a letter to the president of Funai Service Corporation in Ohio as well as the President of Funai Electric Co. in Osaka, Japan. I studied Japanese at University and should be able to compose a basic letter to the office in Japan. Along with my letters I will include copies of all Revdex.com correspondences. If the corporation is not willing to issue a refund, the corporation should overnight me a new television so that I receive it tomorrow (Saturday). Thank you for your assistance.

I am rejecting this response because: the offer they gave me to take care of parts only, and no labor for a TV that was given to my son for Christmas 2015 is ridiculous. They are lying in an attempt to keep from taking care of anything. They are stating that the unit was bought Nov 2014 but it was actually bought Nov 2015 as a Christmas gift for my son. The TV has been used for less than a month and my son is not able to watch his TV at all. I added a link in my original complaint that shows how many recent complaints this company has had dealing with the same issues that I am. This shows the lack of care and compassion this company has for their customers and the poor customer service and they do not seem to care about the reputation or quality of their products. The phone call I received from a gentleman last night, from a blocked number, was rude and dismissive. He offered me the parts but I had to pay for the labor and when I told him I refused that offer because this unit was less than a month old, he responded that he would take it back to his supervisor and someone would get back to me if they changed their stance on the labor. I find it funny that when I called the company originally for help, they were very arrogant in their standing that they were not offering to help in any form and as soon as I made this Revdex.com complaint, they wanted to throw out an insulting offer to resolve. I have been in contact with a local repair company ([redacted]V), a long standing Tv sales and repair company and they told me that it would be cheaper to replace this unit than it would be to repair and I believe Emerson knew this prior to even offering the parts to me. I feel that this company could care less for the customers that have issues because they already have their money. They know that they are putting out a product that is faulty and yet they continue to do so even after so many complaints. I am considering a class action lawsuit because people should not be treated this way. We pay our hard earned money for a product and most cannot afford to turn around and buy another one when this one goes out very shortly after they bought it. Emerson is not even attempting to correct the problems in producing the new units they put out. They just keep selling more and more knowing that they are not going to work for very long. My only fault in this while situation is that I do not have my original receipt. They got lost in the shuffle during Christmas and I believe it was thrown out by my son when he threw away the box. Nevertheless, the fact that they outright lied about the date is hideous. This unit should be replaced or repaired at their expense. They already have my money and this should work long after 1 month. Heck my other TV has lasted me well over 10 years, what is their excuse?

I am rejecting this response because: My mother has the tv that they say [redacted] lost. She was told by the CSR that she spoke to on May 2, 2017 to keep the TV until she received confirmation for her refund. Once she received confirmation on her refund the shipping labels would be sent to my email. No confirmation of the refund or shipping labels have been sent. Today, May 23, 2017 the day after I reported to Revdex.com and threatened to speak to my lawyer, they are all of a sudden approving her refund.  I do accept that her refund has been approved. Regards,
[redacted]

We are in reply to customers rejection. As stated we have returned the...

unit back, However we have learned there was a discrepancy with the address originally provided by customer causing the unit to be routed to a different address. Our team has put a trace on the shipment and are waiting to hear back from the shipper. Customer will be contacted with further details as we receive them. We advise customer to allow time for the shipper to provide us an update on the package. meanwhile should customer have any questions or concerns, customer should reach out to our Repair team for further assistance. We do not have any further updates at the moment and consider this matter 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, then replace the unit under warranty. Unfortunately we were unable to process an exchange which then a refund was offered to customer.The refund was processed...

and mailed out to customer on 01/15/2016 for the amount of $218 since no proof of purchase was available. We advise customer to allow the Postal Service enough time for the check to be delivered. Should customer have any issues or concerns we urge customer to call our Call Center back so we may assist customer accordingly. Since we have followed through on our end with issuing the refund, we now consider this matter closed.

We would like to apologize for any inconveniences we might have caused while attempting to service customer under warranty. However, Customer returned unit to the store. We are unsure why response was rejected. We cannot provide further service if customer no longer has unit in their possession. We consider this matter closed as there is no product to service involved.

Customer was contacted do be made aware w are now processing an exchange since customer states the unit is still not working properly after repairing the unit twice. We do not understand the purpose of the Rejection, other than asking to be contacted by e-mail. I have forwarded the email to our Neato team to once again reach out to customer. This matter has been closed on our end since we are now offering to exchange the unit for customer.

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. HOWEVER, upon calling feb 11, the company has not yet processed the refund even though it has been approved 9 days previously.  They don't have any information on when it actually will be fully processed, either. If you have any way to try to expedite this, I would appreciate it.  They've had my money since mid November and my TV Dec. 1.  This is getting old that they've not refunded me yet.

> I have contacted Emerson 3-4 times about this so called refund.  Finally they told me the estimated amount but keep claiming their supervisor must approve. I'm tired of calling them, only to get different people that do not seem to understand what's going on. I simply want my refund!! I do not understand why they still have not sent it or contacted me personally since they consider the matter closed. Please help me get my refund ASAP. THIS HAS BEEN GOING ON FOR MONTHS!!!

It has been 5 business days since you were asked to mail in Original Label. Please allow more reasonable shipping time to allow your shipment to be received here. If you can provide a tracking number for the label you mailed that would allow us to have an accurate time of arrival, otherwise we must allwo your shipment to be delivered.You will be contacted once we reiceve the UL Label.

We are in reply to customers complaint. We are not sure the purpose of the complaint. We processed an exchange for customer, was received damaged. Processed a second exchange, we received customers damaged replacement, and the second exchange was shipped out accordingly. We provide customer with a...

15-20 business days total turn-around time to expect the replacement unit. We received the last damaged unit on 10/17, and shipped out the 2nd replacement unit 10/20. The  only delay was not having stock to exchange with to which customer accepted to receive on of our upgraded brand models.The second exchange has been shipped and delivered to customer on the 10/22. Should there be any other issues or concerns, customer should contact our Call Center. We now consider this matter closed.