Funai Service Corporation (FSC)

We are in response to Ms. [redacted]'s complaint. We made contact with customer and apologized for the inconvenience. We tried our best to explain to customer we replace defective units under our warranty with re-certified to new units. Customer declined to receive a re-certified unit. We then offered...

customer to return the defective unit so we can issue a full refund as requested, to which customer also refused to return the defective unit for a full refund. We have proacessed return labels to be e-mailed to customer in case she would like to follow through with returning the defective unit for a full refund. The offer will stand as long as the unit is under warranty. Customer is welcomed to contact our Call Center to proceed with returning the defective unit for a full refund. We consider the offer more than fair and this matter closed.

We apologize to customer for not having the tracking information available on our last reply. The unit is on route back to the customer as previously stated. Again we consider this matter closed.  https://www.fedex.com/apps/fedextrack/?action=track&tracknumber=[redacted]

We are in reply to Ms. [redacted]'s complaint. We do not show record of referring customer to Service Center, rather we received a notice from our Warranty Administrator in late August stating the unit was not repairable due to back stock part. It is a possibility the customer might have contacted their...

Extended Warranty provider not the manufacturer of the unit. After receiving indication we called customer to set up exchange. We also offered out of courtesy to send a box with a return label to customer since we understand looking for a box to return the unit cab become inconvenient. Please note we are not obligated to provide a box, we offer only out of courtesy. We do see in our system an issue with the ordering of the box. After several attempts by the call center, the system was finally able to process the box request which has been shipped out to customer. The box was delivered to customer today 10/20 with Fed-ex tracking number [redacted]. We will follow through with exchange just as told to customer once customer returns the defective unit back to our return location. We would like to apologize for any inconvenience we might have caused while attempting to replace the unit under warranty. Sine we show the box was delivered for customer to return the defective unit back, we now consider this matter  closed.

We are in reply to Ms. [redacted]'s complaint. Customers exchange has been delayed due to no inventory available. This has been communicated to customer. We offered an alternative solution to refund the price of the unit to customer to which customer refused. Customers is insisting on waiting for...

exchange, which is the reason for this complaint. We will do our best to send out an exchange for customer as soon as we have stock available. Since customer refused alternate resolution, we consider this matter closed as customer decided to wait for the exchange unit.

The company has contacted me and left a voicemail stated they'd send a refurbished neato vacuum. I returned the call and left a voicemail and have yet to hear back. I have yet again contacted the company to send a refurbished neato vacuum and have not received a response. I'll accept a refurbished neato vacuum. I can not reach anyone at this business via phone even when they leave an extension number. I am very frustrated with the back and forth and don't understand why the company can't take the response from the Revdex.com.

I am rejecting this response because I was told by three Funai Service customer service representatives that I could receive a refund after completing the warranty process. I went through the warranty steps as prescribed by Funai Service customer service representatives, which included contacting a local repair person. I told Funai Service Corporation that was unwilling to pay the $100 labor fee to fix the television because my television was under a one-year warranty, which included television replacement within one year of the television's purchase. While a refund is not a part of the warranty I was told a refund was possible and I think Funai Service Corporation should honor that verbal commitment.When I was told by a customer service supervisor that a refund was not possible I said I would go to the Revdex.com because I felt it was unfair that I was told I could receive a refund but then be told it was never a possibility. The supervisor then offered to exchange my television and a second concern I have is that it may have been my mentioning the Revdex.com that prompted the offer for the exchange - a full television exchange was not mentioned prior to my citing the Revdex.com.  I accepted the exchange because I was under the impression the time it would take for Funai Service Corporation to receive the defective television would be shorter. It has taken a long time for the corporation to receive my television. I do not mean to be impatient, but other companies have faster exchange policies and I feel if I had the same situation with a different company I would have received a new television already.       In addition, I would like to mention that I was told it would take up to 21 days for me to receive my new television from the time Funai Service Corporation received my old television, not up to 15 days as indicated in the corporation's letter. Believing it may take an additional 21 days for me to receive a new television did increase my anxiety about when I would receive a new television.  According to FedEx, Funai Service Corporation received my defective television yesterday, February 17th. If the corporation will not give a refund I ask that I be overnighted a new television so that I receive it within the next couple of days.

We are in reply to Ms. [redacted]'s complaint. Our accounting department has cancelled previous check and has re-issued the refund check yesterdady. The re-issued check was made out to updated PO BOX address provided by customer. We cannot sned OVERNIGHT or 2nd DAY to a PO Box as it is a Postal Office Box address. Again there is nothing further to update and will consider this case closed once again. We do not understadn why customer is rejecting responses instead of calling the Call Center. There is nothing further tp update. Please see updated Check information:
NAME: [redacted] 
  CHECK NUMBER: [redacted]
  AMOUNT: $498.00  ADDRESS:
$0.00
** [redacted]
  DATE: 2/18/2015

I am rejecting this response because it is completely untrue. I have received no voicemail from anyone at Funai, neither have they emailed me nor updated the status of my unit on the website.

We are in reply to customers complaint. Our Repair team reached out to customer and offered a replacement at a reasonable price, to which customer refused. We have finalized repair and are waving the repair and estimate fees. Unit has been repaired and is being shipped out today. Please see below...

for tracking information. We thank customer fort their time and patience and now consider this matter closed.
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me. As long as they actually send the check out. I have been told that the check was sent out on many occasions and it was not.

We are in reply to customers complaint. Our Out Of Warranty Repair team has offered to replace the unit for customer. We advise customer to contact our Repair team in case this has not yet happened for further updates and instructions. We thank customer fort their time and patience. We now consider...

this matter closed.

We are in reply to Mr. [redacted]'s complaint. We would like to apologize for the delay caused while attempting to refer the customer to one of our Authorized Service Centers. Apparently there was a miss-understanding between our Servicer and our Warranty coverage. At this point we would like to offer an...

exchange to customer and bypass the repair process. We have reached out to customer last week and left a voice mail for customer to return our call to set up the exchange. We have not received a customer call yet, however our offer stands. We just need customer to contact our call center so we can arrange exchange. We consider an exchange a fair resolution and now consider this matter closed.

We are in response to Mr. [redacted]f's issue. We made contact with Customer and apologized for any inconvenience. Customer upset over receiving re-conditioned unit. Apologized and explained udner warranty we repair ir replace with reconditioned units. Offered to extend customers warranty by 6months....

Custome acacepted and was satisifed with the warranty extension. We consider this matter closed.

We are in reply to customers complaint. We would like to apologize for any inconveniences we might have caused while attempting to service customers unit as part of our Out of Warraty Repair program. Due to the high demand of the our new program, the total turnaround time has surpassed what customer...

was original told.  The last update on your unit, it is on its final testing phase and will be scheduled to be returned to customer by Monday. We thank customer for their time and patience. Since we have provided customer with update we consider this matter closed.

We are in reply to Ms. [redacted]'s complaint. We have  received countless calls from customer with the same request. We would like to clarify customer's concern is not a defect with our product. This is simply a misunderstanding by the customer not understanding how the product works. Customer...

is using a cable box as a receiver, as this unit does not have a tuner. When the unit does not have a tuner you can only watch the same thing you are recording. You can set up timer recording, however the channel is set on the cable box not he recording device. This has been explained to customer multiple times over the span of months. We even offered an exchange due to customers miss-understanding of not knowing how to properly use our unit. At this point we are offering customer a full refund upon the return of the last unit sent to customer, with the understand this unit is most likely working as it was intended and there is no defect with the unit. Customer will be contacted by a staff member from our Calls center and will be asked to send in the Proof of purchase. Again the refund will not be processed until the last unit is returned to our warehouse, which at that point the refund will be processed. We consider the refund a more than fair resolution as we feel there is nothing wrong with the unit and the original unit and now consider this matter closed.

I did receive the refund in the mail today finally. I still cannot take the amount of the refund and go purchase a 50 inch tv though. I still do not think it right what they did to me and many other people.

Consumer[redacted], returned my call at 2:03 pm EDT to confirm that she had received the refund check from Funai and that her complaint could be closed resolved.

We are in reply to Ms. [redacted]'s complaint. Customer was referred to current last month. Our Warranty Administrator has spone with the Repair Center since receiving complaint. The part needed is currently being allocated form one of our 2 Depot facilities. Part will be hipped to Service Center as...

soon as it is allocated to finalize repair. Unit will be rep ai red under warranty, we consider this matter closed.

We are in reply of Mr. [redacted]s complaint. We would like to apologize for any inconveniences caused while attempting to repair the TV under Warranty. The parts were shipped to the service center and received on Monday, The Service center should have contacted the customer by now to update them on the...

current status of the repair. Since we have confirmed parts were shipped and received, we now consider this matter closed.

Revdex.com NOTE: Revdex.com requested documentation from consumer regarding terms of warranty and received the following response.  We have copied consumer's earlier rejection of business response below for the convenience of the partites:I want documentation from them. I want to see where I agreed to this warranty aggrement about them taking my TV and not sending me another back. Why is this being put on me the customer to show documentatin. I never aggreed to this warranty aggreement. I was told they would send a tech out to fix my TV, when they had no techs in my area they told me to send my TV in and they would send me another Tv. They never told me that if they didnt have any in inventoy that I would get a refund instead lf a TV. If that were the case I would have NEVER sent it in. They failed to inform me of their "warranty policy". The Revdex.com is failing to see my biggest complaint! This company insured me that I was going to receive a TV once they recieved my broken one. I asked them before I sent it if I would get a TV in return. They told me that I would and they knew at the time which TV I had and they knew right then that they didnt have any in inventory. Yet, they still told me I would get a TV in a couple of weeks. They knew they could TAKE my TV, fix it, and RESELL it and get some more money. So they went ahead and told me to send it in for replacement. This is CORRUPT!! Its not right!! This is an awful company and I'm sure they do this kind of crooked act constantly! Like I said above, I want proof where I agreed to this warranty of giving me one 'IF' they had one in inventory or a refund! And just to clarify. If they sent me a check (which I never aggreed to, so they shouldnt have sent it) I will not accept it and this case will stay open!! Date Sent: 12/8/2015 5:47:25 PM[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]Complaint: 10984706I am rejecting this response because:I have repeatedly rejected the 218 dollars because I was told they would send me a TV back. The price of 218 dollars will not get me another 50 inch TV and I dont accept this. I was told before I ever sent it back that they had this item to send me once they received my old TV. They waited till they received my TV before telling me they didnt stock these items anymore. Like I said in original message if they would have told me this from the beginning I would have never sent it back to them because I knew I couldnt get another TV. They basically STOLE my TV and fixed it and resold it. They told me this! They could have sent me MY tv back when they figured out tbey didnt havt any in inventory. They are a corrupt business and I never aggreed to their crappy refund. I want MY TV BACK!!!