Funai Service Corporation (FSC)

We are once again in reply to the same issue with the same udpate that was provided a few days ago in regards to Ms. [redacted]s. complaint. Customer has been extremely impatient in regards to the refund process and needs to wait for the refund check to be processed, mailed, and received. We cannot wait until check is cashed by customer to resond to a complaint which is why we consider this matter closed, as it has already been authorized. We would appreciate it if customer can be more patient and not call or e-mail continously expeciting an update daily as the process does not take 1 day. Please find the check information below. We have no control over  Time of Arrival as the check is mailed out USPS. Check Number: [redacted]Michelloe [redacted]Amount: $498.00Printed and mailed: 01/29/2015

From: [redacted] Sent: Tuesday, January 03, 2017 9:41 PMTo: Revdex.comSubject: Re: You have a new message from the Revdex.com of Central Ohio in regards to your complaint #[redacted]I still have not received the replacement or heard when the replacement is coming, been three weeks. Worst customer service I've ever seen

We are in re ply to Ms. [redacted]'s issue. We apologize for any inconvenience we might have caused while attempting to serivce the unit under warranty. Exchnage has been processed an shipped to customer. The exchange is scheduled to be delivered Friday 10/31 by Fed-ex. Please see tracking number for...

your reference. Exchange was processed per the outlines of our Warranty. We will not be isssuing a refund. We consider this matter closed. FED-EX TRACKING: [redacted].

We are in reply to Mr. [redacted]'s issue. We would like to apologize for the inconvenience of the unit not performing as intended while attempting to service customer through our Call center. Customer called in regarding unit not powering on and was provided with troubleshooting steps to resolve...

issue. After the agent was not able to properly Troubleshoot customer was referred to one of our Authorized Service Centers. Unfortunately this unit was purchased 11/9/2011, which is almost 3 year out of Manufacturer's warranty. Due to the unit being beyond any type of warranty coverage, we would like to once again apologize for any inconveniences however we will not be able to assist the customer with any type of Warranty related options including Repair/Exchange/Refund. Again due to age of the unit we will not be able to offer Warranty Service and consider this matter closed.

I  am rejecting this response because all of the communications regarding the repair of this item has been through Funai.  We were referred to them from Neato and I have already contacted Neato and let them know what is going on and how we have been treated by them.  The original request was sent to Funai by us and included the model number as well as the problem that we were having. We were charged money to get the item to them and then charged again being told that the repair would be completed and our product would be sent back to us fixed on March 17 only to find out that they are unable to do the repair after we paid for the repair to be completed.  Funai is the company that has our product, Funai is the company that we have been charged by, and Funai is the company that accepted our product, told us they could and would fix it, and charged us for the repair that they now say that they cannot complete.  They are also the ones that have communicated with us saying that they cannot repair our product but that we had the option to purchase another Neato that is refurbished for yet another $100.  We want our original Neato back, fixed like they said and charged us for, and our money refunded since this has been going on for such a long time.  On December 16, 2015 we were told that they were backlogged by 10-20 days and here it is 3 going on 4 months later.  If they are unable to complete what they have been paid for and have told us they could do, I do not believe that it is asking too much to furnish us with one of these refurbished Neatos for no additional charge.  I am attaching for you the last correspondence received from FUNAI corporation regarding our product as proof that this is the company that the complaint is filed on and needs to be responsible for.

I have still not received the replacement and there's been zero communication from Sanyo. They have not made a good faith effort to resolve this complaint.

I am rejecting this response because: I did not even purchase the TV until after 2013, so how could the warranty be expired for 3 years???

This is in response to Mr. [redacted]'s complaint. We would like to apologize for the delay in processing Refund for Mr. [redacted]. Due to a processing error in our automated receiving system, the check was never requested therefore never processed. We have reached out to Mr. [redacted] via e-mail and have...

left a voice mai detailing the updates. We have adivsed Mr. [redacted] to allow 2-3 buesiness days for us to finalize processing the refund check. Once the check has been cut and mailed to Mr. [redacted] we will consider this matter closed.

Good Morning,I am contacting you again regarding this matter because the company has lied to you and I about the refund being issued.  In this original complaint the company states this:  MESSAGE FROM BUSINESS: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.However on February 10, 2016 I contacted Funai Service Corporation because I have yet to receive the refund check.  Per their email to me on January 19, 2016 they advised me to please allow 3 to 5 business days to receive this check.  I can forward you a copy of this email if needed.  On February 10, 2016 I spoke to JM and he told me that my refund had NOT been mailed on January 15th and had yet to be processed.  I asked to speak to his supervisor because I was told in email and by the Revdex.com that this matter was taken care of on January 15th.  At that point I spoke to Juliette who told me that she was sorry that there was a miscommunication that in fact it takes 3 to 4 weeks once they mail the refund check, not 3 to 5 business days like I was originally quoted.  Also she stated the same thing as JM that the refund had NOT been issued like I was told on January 19th.  I advised Juliette that I would be back in contact with the Revdex.com and my attorney.  Please let me know if there is anything further you need from me.Thank you, [redacted]
[redacted]
[redacted]
[redacted]

I am rejecting this response because: I had called on Friday September 26th to ask if what they were sending was in fact the check and the lady I spoke to assured me that it was in fact a check and not a replacement tv. I WILL NOT wait until the that tv is delivered to them and processed. I do NOT see how that is fair as it was a mistake on their part, not mine. The lady I had spoke to LIED to me on the phone even though I provided her with the confusing email they had send me on the 26th. I feel that they should over night the check (for the correct amount of money) to me. That is the ONLY satisfactory result.

Revdex.com:I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. It suchs that this company is still in business. I will NEVER buy any product associated with this company. People spend their hard earned money for a piece of junk that only lasts 2 years. I will be contacting ALL my friends and relatives not to buy anything from your company. Thanks for nothing except taking my money for a bad product. I purchased a tv from a different company 13 years ago And it still works perfect.

We are in reply to customers compliant. We would like to apologize for the longer than expected turn around time to fulfill the repair. Our Out Of Warranty Repair program has been very successful, unfortunately has also caused delays. We are prioritizing customer repair and estimate the repair will...

be finalized and tested by 04/27. We urge customer allow patiently the estimated repair finished date. We thank customer for all their time and patience. We consider this matter closed.

We are in reply to Ms. [redacted] complaint. We apologize for any inconveniences we might have caused while attempting to assist customer. Unfortunately this unit was purchased more than a couple of years ago, it was purchased Feb 2012, and the Manufacturer's Warranty expired on Feb...

2013.  The unit is over 3 years  out of Warranty coverage. Again due to the age of the of purchase we will not be offering to repair/exchange/refund the unit. We consider this matter closed.

We are in reply to Customers complaint. Customer stated she has been contacted by Walmart and has been offered an exchange. As stated to customer, unfortunately customer filed Revdex.com complaint almsot a month prior to us receiving the complaint today. We apologized to customer about the inconvenience,...

explained our warranty and offered apologies for not being able to assist earlier. Adviced customer she is welcomed to cotnact us later should she have any questions or concerns. We consider this matter closed as unit is no longer with customer.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is half  satisfactory to me. I would like to have the check certified mailed to me as soon as possible, as I have been without a TV since October when the matter was reported and also so I can track the check to make sure it gets here and nowhere else. I will not consider this case closed until check is in hand, it is cashed, and doesnt bounce (or put a stop on it)  like one of their other checks did.

We are in reply to Ms. [redacted]'s complaint. The check was initiated 04/24 then was cut and mailed out 04/30 per our Accounting team's updates. Please allow enough time for the check to be delivered as we have no control over USPS deliver times and dates. Refund check has been processed and mailed out...

accordingly as promised to customer and consider this matter closed since no additional processing is required. Should not customer not receive the refund check by 05/30, please contact the call center for further assistance.

Revdex.com NOTE: Consumer, [redacted], left the attached voice mail message stating that her complaint could be closed resolved. -----Original Message----- From: Outside Caller Sent: Monday, January 11, 2016 11:42 AM To: [redacted] Subject: Voice Mail Message [redacted] Voice Mail Message-------------X-VM-Voice-Mail-MCB: VOICE-[917]

We are in reply to customers complaint. We would like to apologize for the longer than expected repair time. Our Out Of Warranty Repair program has been so successfully we were not able to meet the original estimated turnaround time provided to customer. We are prioritizing customers repair and...

waving the Parts fees. We will follow through with the repair as originally explained to customer. We urge customer to allow time to fulfill the repair. We thank customer for their time and patience and consider this matter closed.

We are in reply to customers complaint. Although our Customer Care department only services Funai made products, we will however forward your complaint to our Neato division in our warehouse and request customer receives a call back with an updated status on the unit immediately. Please allow 1-2...

business days for a call back from our warehouse team which handles Neato products. Thank your for your patience, we consider this matter closed.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.