Funai Service Corporation (FSC)

We are in reply to Ms***'s complaintWe would like to apologize for any inconveniences we might have cuased while attempting to service the customer under warrantyWe understand the customer has been waiting for the refund to be processedWe reached out to customer on 11/25/indicating
we recieved the customers document but did not receive the correct lable needed for the refund to be processedSince 11/we have been in contact with customer, however the label needed for the refund weas never sent in for processingCustomer was contacted yesterday by a Call Center Supervisor and was notifed of the missisng label needed to process the refundAs soon as we receive he missing label, the refund will be processed accordindglyAgain we apologize for the delay, but we will follow through with processing tof the refund as previously offered to customerSince the refund was already authorized and will be processed uon arrival of the missing label, we now consider this matter closed

We are in reply to Ms***'s complaintWe apologize for any inconvenience we might have caused while attempting to replace the customers unit under warrantyWe have initiated a second exchange, we show Ms*** has started the return process on her end and unit was picked up by Fed-exAs
soon as the unit is delivered to our facility and processed, we will expedite the second exchange out to Ms*** to make sure she receives a replacement unit as quickly a possible on our endWe warranty all product under warranty and the second exchange was offered before the complaint was filedWe consider a second exchange a satisfactory resolution and now consider this case closedShould Ms*** have any issues or concerns she should call our Call Center for further assistance

My complaint is against Magnavox, not the contracted service "phillips." I need the Revdex.com's help having Magnavox resolve this issue

We are in reply to Ms*** complaintWe would like to apologize for any inconveniences we might have caused while attempting to service the unit under warrantyDue to our own internal upgrades, the exchange was delayed pasts the turn around time initially provided to customerThe exchange
process is in order simply was a planned delay without notifying the customer as we did not anticipate our issues to impact the exchange timeThe exchange order has been processed and will be shipping today via Fed-exPlease note Ftracking number: ***Again we thank Ms*** for her time and patienceShould customer have any further questions or concerns we ask she contact our Call center and speak with a SupervisorWe have followed through with the exchange on our end and consider this matter closed

From: *** *** [mailto:***] Sent: Sunday, February 01, 4:PMTo: [email protected]: Complaint ***I'm sorry, this complaint shouldn't have been closedI've emailed them between 15-times with no responseI called today and they don't have any answer except they will ask upper management, which they never respond to their emails about this matter eitherThey informed me that on the 23rd they got the tv, but I'm not sure why they didn't tell usWe would like the check to be overnighted to us pleasemonths is long enough for this. Thank you!- *** ***

We are in response to Ms***'s follow up complaintWe have been in constant communication with Ms*** since the original offer to re place the unit under Warranty with a new unitThe information below was provided to Ms*** last weekWe updated her exchange status via e-mail twice on 09/and twice on 09/which included the tracking number for the exhcange unit that is on route to customerThe order for a new unit was processed and shipped out last week 09/The order number is *** and the Ftracking number is *** **stomer can contact me via e-mail when she recieves her exchange to confirm delivery and close out her case on our endAgain this information was e-mailed to customer last week on 09/12, we consider this matter closed

We are in response to Ms***'s complaintWe originally atteempted to repair customers unit through one of our Authorized Servic CentersThe unit was there for a lenthy amount of time due to originally having to order parts then having to replace the parts orderedAfter several attempts to
repairthe unit an exhcange was processe for customerWe have contacated customer and have adviced the exchange was shipped Due to the inconvenience we made contact with Ms*** and apologize for the inconvenience of the leghty repairWe treid our best to explain this is not time frame for repair due to several discrepencies on the repairWe also adviced customer we would add on an addirional months of Warranty coverage throgh the manufacturer as a courtesy of having been wihtout the unitWe made sure we followed through by exchangeing hte product still unde warranty, the exchange unti is scheduled to bedeliverd tomorrowWe have addressed the complaint and followed through per our manufacatures warranty of repairing or replacing the unit under warranty and now consider this matter closed

We are in reply to Ms***'s latest replyWe have again reached out to customer and apologized for the inconvenienceCustomer was supposed to have recieved a new Unit as a Management exception but instead was processeed for a reconditioned unitWe are no procaessing her once again to recive a new exchange unitWe are arranging to send customr freturn labels to have the reconditioned set returnedUpon return we will process second order for a new unit to be shipped out to customerCustomer was satisfied with option and we consider this matter closed

We are in reply to Mr***'s complaintWe are currently in the process of exchanging customrs unitCustomer was gigen an esetimated Total turn-around time for customer to receive their exchange. Customer wass told 10-days from the day we receive the defective unitThe defective unit
was received yesterday 12/17.Customer has been incredibly impatient and has rejected previous warranty optionsCustomer rejected to have unit repaired at an Authorized Service Center due to not wanting to pay for Labor which customer is responsible for and not covered under our year Limited WarrantyCustomer was never offered a refundInstead customer has demanded to receive a refund which is not part of our warranty options on different occassionsCustomer also threatened to file a complaint with the Revdex.com if he did nto receive an refundAt this moment we wil NOT process or offer a refundWe ask customer to be patient and wait to receive his recertified exchange unitWe will prioritize his exchange to have it processed and shipped out quickly as customer is impatientSince the exchange was already offered to customer before fling this complaint, we consider this matter closed

From: *** *** ***
Sent: Saturday, September 27, 2:PM
To: ***
Subject: Complaint ID ***
Hello,
My name is *** ***I filed a complaint on the Funaicorp for an issue involving a televisionAfter the Revdex.com contacted them they agreed to send us our money back on the tvWe were supposed to have received the check today but instead they sent us a replacement tvThat is not what we had agreed upI called them and they said they had it on their files that I had agreed to a replacement tv, when in fact I hadn'tThe man I spoke to today said that someone will be calling me Tuesday about itI'm not holding my breath on that actually happeningThis issue should have been resolved a long time agoIf someone could please call me or email me back letting me know what I now need to do, that would be greatThank you very much.
From: *** *** ***
Date: Sat, Sep 27, at 2:PM
Subject: Complaint ID ***
To: ***
ID ***
Hello I had previously filed a complaint with Funai Service CorpThey had agreed to send a refund check for the amount we paid for a television we purchasedWe were supposed to have received that check today. Instead they sent us a replacement tvThat is not what we had agreed toWe didn't sign for the tv and had the Fedex driver send it back to the senderI contacted Funai and they were trying to tell me that I had agreed to get a replacement tvI called them yesterday to ask about the check and the lady I spoke to told me that it was in fact a check, which was a lieWhen I called them today the man said that someone is supposed to be calling me on TuesdayThis has been nothing but mistake after mistake on their part and has gone on for way too longIf someone could please call me or email me that would be greatly appreciated.
Thank you,
*** ***
***
***

I am rejecting this response because:I would have to pay more to get th same tv.I would like to get another new tv or the money to buyanother tv just like the one I have.I bought this standing in line 8hrs at black friday sale.I just want a new tv just like I have.Or the cost to buy one.I shouldnt have to pay difference to get same tv.Thank you

On the 29th of January they claimed to have sent a checkIt is now February 12th, days lateI would really appreciate that my check get here if it was sentWe didn't pay $on it, without taxes and warranty it was $I do wish that the check gets here on a timely manner, if they haven't sent it I'd like them to overnight itIt's been far long enough for me to have to wait

We are in reply of Ms*** issueWe attempted to call 06/05, 06/08, and were able to speak with customer yesterdayWe offered customer the option to have the unit repaired at one of our Authorized Service Centers where we would cover Parts and customer would be responsible for the Labor fees as
a one time exception due to the inconvenience of the unit not working properlyCustomer declined the option of one time authorization courtesy and threatened to go to the Media as she did not want to pay for laborWe would like to note the Warranty on this unit expired in November The unit is almost months out of Manufacturers WarrantyThe first time customer has ever contacted our company was June after the warranty had expired on the unitSince we have no previous records of the unit malfunctioning, at this moment the best option we can provide is the one time courtesy of Parts repair at the Service Center and customer will be responsible for the Labor feesOur Warranty Extension offer is valid until next month should customer decide to take advantage of the one time courtesy repairWe consider the Warranty for Parts Only repair option a fair resolution due to the unit no longer being covered under Manufacturers Warranty, and consider this matter closed

We are in response to Ms***'s complaintOur offer of a refund still stands, we are waiting for the exchange unit to be returend to our warehouse so we can process refund immediatelyIt was not our intention to send an exchange unit as a refund has already been authorized. The mistake was not caught on our end as the original unit was returned under an exhcange numbe created before the refund weas offered to custdomerUnfortunately our system did not catch that a refund was alreay approvedWe apologize for the inconvenience this was not due to a customer errorOur staff will be contacting customer to assure we are processing a refund on our endSince the refund is arleady approved and will be issued as soon as the exchange unit is returned, we consider this matter closed

All Funai products come with a year Manufacturer's Warranty. This product is no longer ***ed under Warranty as the Warranty expired September We once again would like to apologize for the inconvenience if the unit having any issuesHowever we will NOT be offering to refund the unit since the unit is no longer ***ed under warrantyWe were never contacted by the customer while the unit was under the year warrantyThe unit is no longer underyear warrantyThank you for your understanding

Ms*** has not called in to our Call Center as advised in previous responseCustomer e-mailed our contact center times but failed to call and speak to a Supervisor to answer any possible qustionsA box was shipped and reiceved by customer on 01/Inside the delivered box was a prepaid return label for customer to call fand arrange the pick up at customers convenienceThe refund check will NOT be processed until the defective unit is returned, NO EXCEPTIONSThe refund check will be processed accordingly as part of our Buyback program and will be mailed to customer via USPS, it will NOT be shipped overnightWe are waiting for customer to ship back the defective TV so it can be recieved and procesed in our warehouseAt that time, the refund check will be processe and mailed out to customer once we have reiceved and processed the defective unitCustomers TV was not sold for $1,Because customer no longer has the Proof of Purchase, the buyback amount will be processed for $evenWe do not refund sales tax without proof of purchase$is close to or equal to the amount customer paid for the TVAgain, we are waiting for defective unit to be returned so buyback refund check can be processedSince the refund has already been authorized on our end we consider this matter closed

We are in reply to Ms***'s issueSanyo support has reached out to both the Service Center and the customerCustomer agreed to bring unit in to the service center for a second repairShould customer have any issues after the repair has been completed she is asked to call the contact the Call
Center for further assistanceWe the approval of customer we are following through with the warranty repair and consider this matter closed

We are in reply to Ms***'s complaintWe have made contact with customer and have apologized for the inconvenienceDefective part is available, however we have offered to replace the unit as a one time courtesy since the Warranty expired November Customer was satisfied with offer and
we have initiated the exchange on our endIf customer has any further questions she is welcoemd to reach out for assistanceWe now consider this matter closed

I am rejecting this response because: I've been keeping *** ***, up to date on the issue, and they also thought this was all ridiculous and allowed me to return the TV and replace it with a SamsungI never received a call from a supervisor, as Magnavox stated I would, and they never got the order of things rightI shot the video, as the on-site technician requested, because he was unable to replicate the issue on-siteHe had also seen similar issues with their TVs and mentioned that they can be hard to track downAgain, why I shot the videoI claimed the issues were occurring because they were and I don't appreciate their poorly worded, inaccurate, reply to my issues hereIt also shows their level of care overallAgain, that's why I shot the video, to show that the power on issue was occurringI was in the process of getting the other issues on film when *** *** finally decided to end Magnavox's reign of horrible customer service in my caseWhether a tech replicated them or not, the video clearly indicates an issueHow can they ignore video evidence? Also, Magnavox only ran a minute test because they want to pretend they did somethingNot fixing their broken products is recorded by many customers all over the internetHaving worked in the electronics industry, mostly as a repair technician, for over a decade (including basic circuit design and computer programming) I can tell you that what they should have done at the very least was run an extended test, as this is often necessary with an intermittent issueBetter companies do this because they want their customers to be happy and they actually want to rule out an issueThey know their products will survive an extended test because they're made wellSomething Magnavox may want to strive for in the near futureAgain, they had a video and many reports of failure, after the tech came showing that the problems still existedWhy would I request a replacement if I was going for a scam? I did not claim something that did not happenIn the end they should have at least had a supervisor call me to get the order of events correctWe live in a day and age when people can take videos of issues and rapidly record their problems with companies onlineI would urge Magnavox to join us in the year and have a replacement system like other companies do for month old broken productsIt works like thisMonth old TV is brokenYou ask for a videoYou ship a replacementYou resell the refurbished unit through a company like NeweggMagnavox never stood to lose any money on doing the right thingThey just didn't want toAgain, order of eventsPurchased TVMonth later started having odd power on issuesFinally got around to calling them months after the purchase date since the issues continually got worseAfter several calls an in-home repair was scheduledTech spent minutes "testing" the TV with software tools and did not open to check for lose components, inspect component condition, or replace any partsHe then suggested I make a videoThe next day I reported more power on issues, and reminded them of the issues including random channel changing and mutingSubmitted video of power on issue the same day as #They told me the TV would be replaced, but never called me and stopped responding in any sort of professional manner*** *** also decided they Magnavox was being ridiculous in my case and decided to provide the level of customer service that Magnavox refuses to, allowing me to replace the TV So either they are lying, or never really paid attention in the first placeEither way, I'm sure they'll be out of business soon if they keep behaving this wayNo retailer wants one of their good customers to have to go through this when a new product failsFailure rates are still between and percent for most electronicsMost comapines acknowledge this and fix the issues as they ariseAgain, Magnavox might want to join us all in the year Don't they save enough manufacturing things in China, and having Indian based tech support to give themselves a huge margin to provide good customer service when the inevitable bad batch of TVs comes out?

Thank you, product has been repaired