Funai Service Corporation (FSC)

We are in reply to Mr [redacted] 's complaintWe would like to apolgize for any inconveniences we might have caused while attempting to service the unit under warrantyCustomer was originally set up for In Home ServiceUnfortunately there was a delay with Parts needed to repair the unitParts were later allcoated and shipped to the technician responsible to repair unit or customerCustomer s poke with technicians 02/19, was told of update and was re-assured of repairWe understand the parts delayed should have been handled differently and add call to customer should have been made to udpate customer on status.Please note if there are any issues going forward, please calll our Contact Center before escalating complaint to the Revdex.comSince the repair has been authorized and parts were delivered to tehnician today, we now consider this matter closedThank you

We are in reply to Mr***'s complaintWe would like to apologize for any inconvenience we might have caused while attempting to service the unit in warrantyWe do understand we made several attempts to exchange the unit under warrantyAlthough we do not have many issues after we exchange a unti in warranty for a customer, for whatever reason it did not work outWe have contacted customer and have offered a refund for the original unitPlease note our call center representatives were just following procedure in advising customer the warranty had already expired on the original purchase, which was trueWe would have came to the same concluson of a refund if this case would have been escalated through the call centerSince customer agreed to the refund we consider it more a fair resolution and now consider this matter closedCustomer has been given instructions on how to proceed with the refundThe refund will not be processed until defective unit is returnedThank you

[redacted] [redacted] * [redacted] July 25, Revdex.com Serving Counties in Central Ohio Dublin Road Columbus, OH Dear Revdex.com : This message concerns complaint ID [redacted] against Funai Service Corporation (FSC) or Magnavox I just want to say THANK YOU! It is hard for me to understand why a big apparently reputable company would not send a refund after they said they wouldBut months had passed and my phone calls and letters had not helpedAfter your intervention, they promptly sent me a checkI might add they after your letter, they did leave a voice mail on my phone that neither I nor my wife could decipherThey did not send an emailI am not sure why you have so much influence but am very glad you doI really appreciate your service Sincerely, [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.

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 SSI am not happy I have to pay for anything other the $I paid for this crappy TV in the first placeI called Sanyo twice for this issue and got no where when it was under warrantyThey weren't willing to help me then, shame on me for waiting this long to report them to the Revdex.comI in no way consider this issue closedThey told me I had to wait till after Thuto contact the repair service they gave meToday is TueHow do you figure this is resolved? How long was my warranty anyway? It's been yr and months since I bought this piece of crapAm I angry? Yes! I'm on a fixed income and paid good money for this itemI 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 toSo far I haven't received that email from ***

From: [redacted] Sent: Thursday, September 04, 12: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 messages sincerly [redacted] there incident report number is [redacted]

We are in reply to Ms [redacted] 's complaintCustomer was referred to current last monthOur Warranty Administrator has spone with the Repair Center since receiving complaintThe part needed is currently being allocated form one of our Depot facilitiesPart will be hipped to Service Center as soon as it is allocated to finalize repairUnit will be rep ai red under warranty, we consider this matter closed

Thank you for contacting PhilipsWe appreciate that you have brought this situation to our attention and are providing us with the opportunity to assist the customer furtherIn order to move this case forward, we have reviewed both the forwarded complaint and the information stored in our Customer Contact DatabaseWe wish to help the customer to the best of our abilities by providing maximum assistance and an acceptable resolution At this time, Philips Electronics is no longer under contract with Maganvox, so we will not be authorized to replace or repair the unitIt seems that the customer's case is being handled by Magnavox, who can be reached at 866-341-If the customer purchased their unit recently, they should be under warranty with MagnavoxThe customer would need to contact Magnavox directly for further assistanceThough we wish we could assist the customer further, we here at Philips have no say in how they carry out their policiesWe apologize for the inconvenience

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

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 itI 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 itThe television is still not in my possession

We are in reply to Mr [redacted] 's issueWe would like to apologize for any inconveniences we might have caused while attempting to service customers unit under warrantyThere was always clear indication to customer we only replace units with our reconditioned unitsWe are unclear on customers issue at hand, There is no mention whether the replacement unit is working or noteOur 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 callsWe 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 assistPlease do not e-mail as we need to troubleshoot the unit received by customerAt 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 customerWe are offering to troubleshoot the unit to assure it is performing properlyIf 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 WarrantySince we are offering both service and warranty to customer we consider this matter closed

We are in reply to Ms***'s issueUnfortunately customers unit is now out of warrantyHowever 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 inconveniencesCustomer has accepted to have the unit repaired under Parts Only warranty although the unit is now Out of WarrantyWe consider this warranty option a fair resolution and now consider this matter closed

We are in reply to Ms. [redacted] issue, We would like to apologize for any inconveniences we might have caused while attempting to service the unit under warranty. Unfortunately there was a discrepancy on our end causing customer not to receive the exchange with in our normal Turn around time for... exchanges, which is approximately up to 1 month as customer was told. Our average, exchanges are processed faster than our estimated Turn around time as we factor in worst case scenarios. Unfortunately due to an internal upgrade of our system, caused a discrepancy in shipping out the exchange to customer as our system showed the exchanged was already processed, shipped, and received by customer. This of course was not the case as customer continue to call our Call Center asking for status of the exchange, which our Agents do not have immediate access to. We have already expedited and are in the process of replacing order and shipping our As Soon As Possible. We anticipate to have an order and tracking number available shortly. Our Customer Support staff will reach out to customer and provide the exchange tracking number. We understand our discrepancy has caused inconveniences to customer to which we apologize and appreciate customers time and patience. We also understand customer had been without her replacement for an additional month to which we will extend Manufacturer' Warranty for an additional 6 months of coverage after the 1 year warranty has expired. We are immediately addressing the exchange to follow within the guidelines of our Manufacturer's Warranty and consider this matter closed.

We are in reply to Mr [redacted] 's complaintAs previously stated, Customers exchange was expedited and is shipping out of our Ohio location todayPlease see Ftracking number belowWe would also like to follow up on previous requestWe do not offer Overnight shipping on any of our exchangesWe anticiapte Exchange to be delivered withing a few business days as the shipment should not take long from Ohio location to Customers location in New YorkWe would like to once again apologize for any inconveniences we might have caused while attempting to service the customers unit under warrantySince we have followed through with the option of exchange within the guidelines of our Warranty, we would like to once again consider this matter closedFTRACKING INFO: [redacted]

We are in reply to the same complaint from Mr. [redacted] . We woud like to make correction, Customer's Warranty comes with a Warranty of 1 year Parts & Labor. We assume becuase we support other brands that come with a limited 90 day labor warranty, our Service Center missunderstood the warranty coverage and wrongly quoted to charge the customer labor fee. This could have been resolved by our Warranty Administrator, however customer was impatient and denied to have the TV repair. We do not offer a refund immedaitely after repair, which is why we offered to have the unit exchanged. Again, we apologize for the inconvenience but would like to clarifuy we will NOT be processing a refund for customer. The exchange is cusrrently being processed for customer. We will NOT be overnighting the exchange for customer. Currently the exchange will need to go through normal exchange process. We anticipate the exchange taking a few business days as it does with our normal everyday process. As soon as we have an order and tracking number, we will have our Call Center staff reach out and update customer. Since we are following through with the exchange which coincides with our Warranty coverage, we consider this matter closed.

We are in reply to Ms***'s issueCustomer was offered an exchange back in 09/when the unit was deemed un-repairalble by our Service CenterThe part needed is not in stock due to being a special order part form our factory, Instead of makindg customer wait for part to become available customer was explained our Exchange process and offered an exchnage which was rejected by customerCustomer is still under warranty and eligible for an exchangeCustomer must call our Call cener to initiate the exchange. Of customer does not have a box we can supply a box out of courtesy to ship back the defective unitOnce the defective unit is received we will send out a recertified replacement unitPlease note we will not send out the exchange unit until the defective unit is recieved and processed by one of our Depot locationsAgain customer needs to contact our call center and initiate the exhcange which was never deniedWe feel an exchange a more than fair resolution and consider this matter closed

We are in response to Ms***'s complaintWe have made several attempts to reach customer to provide another optionDue to customer refusing to receive a certified re-conditioned unit we are offering to proces a full refund for the amount paid for the unit based on the customres original
ReceiptWe will wati for customer to return our call so we can process the refundOnce we reach customer we will update the status on this case

The consumer, Mr*** ***, called Revdex.com to update Revdex.com on the status of his complaint Mr*** stated that he had spoken to the business and accepted their proposed resolution including the six month extension of the warranty Mr*** did mention that he was not happy that he received a refurbished TV instead of a new one and thanked Revdex.com for our efforts on his behalf

We are in response to Mr***'s complaintCustomers unit was recieved sometime in AprilBecause the customers unit was not authorized under warranty to be shipped to our facility, the unit was staged until further informatio can be providedLast month we recieved a follow up letter which
provided a little more information on the caseCustomers unit was returned as it was received early this month as the unit is Out of WarrantyWe do not repair or replace units that are out of the year manufacturers warrantyCustomer did not provide a receipt showing the unit was under the year warranty there fore unit was returned to sender as it was recievedAgain, in order to replace the unit we need a receipt showing the date of purchase is within year of purchaseOtherwise the unit is Out of Warranty we will not repair or repalce the unit that is outside of warranty and consider this matter closed

I am rejecting this response because:They didn't tell me that I'd get a full refund amountThey said that since it's past Black Friday that I'd get the lowest sale priceWhich we got the tv way before Black FridayI've been told time and again that I'd get news or something on a specific day and I receive nothingI was told that I'd get my box last Monday the 12th and I finally got it the 17thThen now I'm trying to ship it with a pre paid sticker and that is problematicI never told them that I want the money before the tv, I told them that I would like them to overnight it when I gave them the tracking numberI don't want them to have the tv and me not get my refund backWith the unfulfilled promises I don't want that to be another tooI request the full amount that I paid and them to overnight my check the day I give them the tracking numberCan we do that?