Funai Service Corporation (FSC)

We are in reply to Ms***'s issueCustomer's Exchange is in transit scheduled to be delivered today with Fed-ex Tracking Number *** which was already provied to customer. The month Manufacturer's Warranty extension is out of courtesy and not related to any Extended Warranty purchased through the retailerCustomer's exchange was shippe from our Depot and has been inspected and tested prior to shipping in working conditionShould any damage happen during shipping Customer will not be asked to bring unit to a service center as it has already been exchagedWe consider the original defective unit's exchange a fair resolution to Customers issue as we followed through with our Manufacturer's Warranty coverage

We are in reply to Ms***'s complaintCustomer has been called back and was offered a buyback refund to which customer has agreed to be processedRefund will be processed upon return and processing of the derective unitWe are currently shipping out box and packing material out of
courtesy at no charge to customer so the defective unit can be returendSince we have already offered and confirmed refund will be processed for Cusdtomer, we now consider this matter closedFor any updates on refund please call our Contact Center

We are in response to Ms***'s complaintWe have made several attemps to reach customerCustomer is very difficult to reach, and is not being cooperativeWe do not offer refunds for a unit that is serviceableWe have made serveral attemps since receiving Revdex.com Complaint 09/When we have
attempted to physically contact customer by phone we have only received Voice MailsI personally e-mailed Ms*** Friday and asked her to contact us via phone as we cannot troubleshoot or initiate service via e-mailMs*** did e-mail me back stating she did not have the contact number that is listed on the unit and on the owner's manual that came long with the unitI proceeded to provide the contact numberMs*** did make contact and was asked for her reciept to validate the warranty and the purchase dateWe then arranged for a Supervisor to call Ms*** to arrange In Homer Service and have not been able to reach customerWe only ask for customer to contact us agian or proivde me with a best time to call, We are doing all we can to arrange service for her possibly defective TVThis wil be done at not charge to cusomer as she is still covered under warrantyWe will continue to attempt to reach out to customer to arrange the service and have the unit repaired under warranty and consider this matter closed

We are in reply to Ms***'s complaintWe would like to apologize for any inconveniences we might have caused while attempting to service customers unit under warrantyPlease note the first contact we had with customer was 11/30/making it about 1/months agoCustomer has declined
repair at an Authorized Service Center, declined In Home Service Repair which was an exception made for customer, and demanded an exchange to be shipped to customer overnightOur exchange process calls for the defective unit to be returned first before the exchange unit can be send to customerWe do not offer to overnight exchangesSeverall calls later customer continued demands of exchange first ore refund frist before sending back the defective unitWe authorized a refund to be processed for customerWe made an attempt to contact customer 01/and left a Voice MailWe consider a refund for the full amount paid for the unit a more than fair resolutionCustomer needs to contact our Call Center and ask to speak to a Team Leader to initiate the refund process and arrange for defective unit to be returnedThe refund will not be processed until the defective unit is returned, scanned, and processed in our warehouse. Since we have offered a full refund we now consider this matter closed

We are in respones to Ms***'s follow upAs advised, the refund check will be processed as soon as the exchange unit is returned to our warehouse, which we anticipate should be about a couple of daysWe understand the issue and have apologized for the inconvenience caused on our end as it was not due to customer error, rather internal processWe feel it is fair for the unit to be returned as we are not obligated to issue refund check, however to follow through and ensure customer satisfaction the check will be procesed upon return of the exchange unit as advised prior to customerWe are providing the resolution of a refund as requested by customer

We are in reply to Customers concernCustomers manufacturer's warrranty expored 11/22/We have howver offered to have the unit exchanged once more out of courtesyWe have contacted customer and apolgozie for any inconveniences and have initiated the exxchangeCustomer agreed with exchange
and apprecited our callWe now consider this matter closed

We are in reply to *** *** complaintWe apologize for any inconvniences we might have caused while atteampting to service the unit under warrantyWe woud also like to apologize if it was understood on customers end they would be receiving a new unitUnder our manufacturers limited
warranty, we offer to repair or replace the unitIf and when a unit has to be exchanged we DO NOT offer to replace defective units with a new unitThis is a standard part of or poloicy and it is a procedure our agents do not offer to replace with a new unit as they have not access to availavle inventory at the time this is comminucated to customerAgain we DO NOT offer new untis as we are not returning a new unit, we are replacing a defective unit with a recertified working unit under warranty, A refund was already authorzed to be offered to customerOur Call center has made attempts to reach customer so a refund would be initiatedWe made an attempt on 12/and 12/and have not recieved a call back from the customerIn order for the refund to be processed customer must call our Call Center and ask to speak to a SupervisorWe received an e-mail from customer 12/which to was replied by our Call Center staff advising customer we have made an attempt to reach out and offer a refund and have noet reived a reply back customerCustomer must contact our Call center to process a buybackWe consider the Refund a satisfactory resoution and consider this matter closedWe expect to hear from customer soon

I am rejecting this response because: How is that a fair response? I didn't ask for the tvWe had agreed to the return checkI called on Friday and asked about it and was told by YOUR PEOPLE that it was in fact a checkShe LIEDIt is NOT FAIR to make me wait just because you made a mistakeYou already said the check had been approvedThe tv that was "mistakenly" sent was not signed forWe told the Fedex driver to return it as it was not what we were told it would beI will not be satisfied with having to wait because Funai keeps making mistakesHow hard is it to keep records straight and send a check?

We advise customer to contact the Service Center for further status on the repair. We will request a call out on our end, however the repair is fulfilled by the repair center not by the company. We apologize for the delay in getting parts out to the Service Center. However parts being on back order or out of stock does not result in a refund. The company will not be offering a refund rather make sure the unit is fully repaired as intended. We thank customer for their patience and understanding. The complaint was regarding parts not received by the Service Center which we have already addressed. Now we must allow the service center to finish performing the repair. We still consider this matter closed.

We are in reply to customers complaint. We would like to apologize to Mr. [redacted] for any inconvenience we might have caused while attempting to replace the unit under warranty. We understand customer is not satisfied with the last exchange processed and the additional warranty coverage already...

offered to customer. At this point we are authorizing customer to receive a full refund paid for the unit itself. Our Manufacturer's Warranty convers only the printer itself. We will NOT be refunding any other claims or charges. We have already instructed somebody from our Escalation Team to reach out to customer to initiate the refund and instruct customer of our Refund process. We urge customer to wait for a phone call or return our phone call to the call center so we may process a full refund for the amount paid for the unit. Since the refund has already been authorized, we consider this matter closed.

We are in reply to Ms. [redacted] complaint. We would like to apologize for any inconveniences we might have caused while attempting to service, in this case replace customer's unit under warranty. The Exchange order was processed 08/07 well within our estimated  Turnaround time. However due to a...

system error the unit never physically shipped. We understand this is an error not related to customer therefore apologize to the customer for never receiving the unit. Unfortunately our Call Center agents do not have access to the system oversight and were not able to catch the unit not being shipped. We are prioritizing this exchange and will shop out to customer as soon as possible. Our Call center team will reach out to customer to provide shipping updates as they become available. We are assuring the exchange will be shipped and consider this matter closed.

We are in reply to Mr/Mrs. [redacted]. We do not understand the purpose of this follow up. Customer has been called and have been offered a refund. Customer has been explained the return of the unit is required before  the refund can be processed and mailed out to customer. 10/26: Customer called back to notify us they received last exchange damaged. Customer was asked to send in pictures of the damaged unit for claims purposes, and a copy of the purchase receipt. 10/27: We received  the pictures of the damaged unit. Did not receive clear copy of purchase receipt.10/28: Customer was not able to email Purchase receipt, requested to mail physical copy to our corporate address.11/04: Physical copy of the purchase receipt was received. Customer was emailed back instructions for our refund process. 11/10: Received Revdex.com follow up complaint 5 business days after just receiving the purchased receipt.We need the damaged unit returned so we may process the refund as part of our  Refund process. We will not be mailing out the refund until the damaged unit is returned. I have personally requested a box and fed-ex return label to be shipped to customer ASAP. Customer must return the damaged unit. Once damaged unit is returned we will process refund immediately. We consider this matter closed as we have already initiated the refund process for customer. Customer is encouraged to call the call center and speak with a Supervisor or Manager for any questions, follow-ups, or concerns regarding the refund process before opening another complaint.

We are in reply to Ms. [redacted]'s issue. Customer was called back and we were able to collect more details on the complaint. We have no previous record of the customer ever contacting us for support. Unfortunately the unit has been Our of Manufacturer's Warranty [redacted]age for almost 7 months now. All...

our products come with a 1 year limited warranty that warranties the product for up to a year from the date of purchase. We apologize for any inconveniences we might have caused while attempting to assist the customer with her issue, again because of the age of the unit we will not be offering any Warranty service as the Warranty expired almost 7 months ago on September 2014. If customer purchased an extended warranty at the place of purchase, we recommend customer contacting the Extended Warranty company for further assistance. Since the unit is not [redacted]ed under Warranty we are unable to follow through with Customers request. We now 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.

I have reviewed the response from Luis at the Funai Corporation in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and I accept their efforts to exchange the television set. I thank them kindly for having taken this matter into consideration to provide me with continued support and belief in Emerson products. Again, thank you kindly to the Revdex.com and the Funai Corporation for helping to reach an agreement on the matter.

We are in reply to Ms. [redacted]'s complaint. We have been in constant communication with customer since calling in for assistance. Customer initially was referred to an Authorized Service Center which we are currently confirming with our Warranty Department if they are still in business. The Repair...

shop in question is still active in our service network and have made no attempt to contact us to notify us they are not in business. Customer was then offered In Home Service through another service provider. Unfortunately the company did not have any technicians available for service to customers location.Customer was then set up for exchange. A Box and return label was offered to customer out of courtesy as we are not obligated to provide for the customer, however we understand getting a box to shop the unit in can be a inconvenience. The return box and label was shipped to customer and delivered to customer 9/24. Customer defective unit is currently on route back to the company so we may process an exchange for customer. We ask customer to be Patient and allow the exchange to be processed with in the total turnaround time provided by the call center. Since we are currently in the process of exchanging the unit we consider this matter closed.

As we stated in the original reply, customers unit has been Out of any Warranty coverage since 2013. There are no recalls for this model belonging to customer, nor are there any serious issues that we are aware of from this outdated model.Again, we will not be offering to Repair/Exchange/Refund since the unit is no longer covered under warranty. We thank customer for their time and patience and consider this matter closed.

We are in reply to customers complaint. We made an attempt to reach out to customer today but were not able to speak with customer. We are prioritizing the repair for customer an expect repair and testing to be finalized by 04/28 next week. Our Out Of Warranty team will make another attempt to reach...

out to customer on Monday. We urge customer to allow enough time for us to fulfill the repair as stated. We thank customer for their time and patience, and consider this matter closed.

I am rejecting this response because:
 
I need to know the name and address of service center parts are being shipped to.

We are in reply to Mr. [redacted]'s complaint. We have been in constant communication for over 2 months attempting to process a refund after the unit was deemed unrepairable at one of our Authorized Service Centers. Customer was explained the process for refund, and what he needed to do on his end to...

start the refund process. We mailed out customer a copy of a Letter customer must fill out and sign and return to us along with a copy of the receipt and the original UL Label from behind the unit. This letter along with instructions was sent to customer multiple times. Customer will call back and ask for the refund, our call center agents always provide the same answer. We need the information mailed back to us so we may process the refund. We have also mailed out the letter to another address provided by customer that has provided the same results. We have yet to receive any documentation from customer. Without this documentation we cannot issue a refund. We are waiting on customer to mail back the filled out and signed documents so we may process the refund immediately. Customer is welcomed to continue calling instead of filing another complaint as it will produce the same answer. Since we cannot move forward with the refund until we receive the documents from customer, we no consider this matter closed.