Funai Service Corporation (FSC)

We are in reply to customers complaint. We would like to apologize for any inconveniences we might have caused while assisting customer with the unit issue. Unfortunately, this unit was purchased in November of 2014, we did not ask for receipt to validate the purchase as we are able to confirm the...

sale date directly from Walmart. While we do agree the unit should last much longer with any issues, the Manufacturer's Warranty only covers the unit for up to 1 year form the date of purchase. Meaning the unit's warranty expired November 2015, making it almost 1 year and half out of warranty which is beyond any warranty coverage. If customer purchased an extended warranty at the time of purchase, we urge customer to contact the extended warranty company for further assistance. Because the unit is beyond any warranty coverage, we will not be able to offer any Repair/Exchange/Refund on this unit. We thank customer for their time and patience, and consider this matter closed on our end.

We are in reply to customers complaint. Although our Customer Service dose not handle Neato brand products, we have addressed customer's complaint with our Neato group. Our Neato group reached out to customer today and left a Voice Mail for customer with updates on the repair. They will make...

another attempt to reach out to customer tomorrow to provide the update. We apologize for any inconveniences and urge customer to speak with Neat department tomorrow.

We are in reply to customers complaint. As stated by customer, the Manufacturer's Warranty covers the unit for up to 1 year from the date of purchase. Warranty is based on date of purchase, it is not based on online search engine results, as results can very depending on actual defect, model,...

manufacturing date, date of purchase, and amount if usage. If customer purchased an extended warranty at the time of purchase, we urge customer to contact the Extended Warranty provider. If customer did not purchase an extended warranty for this unit, unfortunately the unit is beyond any type of warranty coverage. We will not be able to offer Repair/Exchange/Refund as the unit is no longer covered by the manufacturer's warranty. We thank customer for their time and patience and consider this matter closed.

We are in reply to customers complaint. We would like to apologize for any inconvenience we might have caused while attempting to assist with servicing or exchanging the unit under warranty. Customer originally accepted to receive a re-certified exchange. Since we did not have available inventory...

for customers original model, we offered to send a substitute model brand which customer also accepted.We will not be offering a new unit as we do not have immediate stock available and is not an option for customer at the moment. Our staff reached out to customer yesterday but were unable to speak with customer. We advise customer to return our call and speak with a Supervisor or Escalation Team member so we may proceed with issuing a refund for the unit. Since we can provide either a replacement re-certified unit or a full refund, we consider this matter closed.

We are in reply to Mr. [redacted]'s complaint. We would like to apologize for any inconveniences we might have caused while attempting to replace customer's original unit under warranty. Due to a receiving discrepancy, customer received a different model unit as a replacement. We have since reached out...

to customer and apologized for having received the wrong model. We are offering to either process another Exchange or issue a full refund for the unit with the understanding the unit must be returned to our warehouse for processing before we process the exchange or refund. Our Warranty process is not negotiable, the unit must be returned before processing either warranty option for customer. Customer declined to follow our Exchange/Refund process. We urge customer to contact our Call Center so we may start the Exchange/Refund process for customer. The warranty options is up to customer to decide. We would prefer to replace the unit so customer keeps our product in their home. We have provided a fair resolution and consider this matter closed.

We are in reply to Mr. [redacted] complaint. We would like to apologize for any inconveniences or miss-understandings we might have caused while attempting to replace customers unit under warranty. We DO NOT under any circumstance, guarantee customers we will be able to return any type of accessories...

or products other than the unit itself including tapes. Our Exchange process does not allow us to offer the safe return of a video tape stuck inside the unit as we do not handle returns ourselves. If this was not clarified at the time of exchange we would like to apologize on our behalf, however our Manufacturer's Warranty does not cover any accessories other than the unit itself under warranty.Please note, we will NOT be replacing any tapes that was included inside the unit as our warranty does not cover anything but the unit. Also, we do not offer to send out original Owner's Manuals as the manuals are available for download online at no charge to our customers. We will NO be sending our original copies of the manual to our customers. Our customers are welcomed to visit our branded websites which make all manuals available for current models. Should customer have any questions or concerns we encourage customer to contact our call center for further assistance. We now 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 send customer a replacement stand.Before we offer a refund for the stand customer claims is the wrong stand, we would like to have one of our  Supervisors reach out...

to customer and collect more details. We would like to assist further more and understand why customer has difficulty with the stand, validate that if it is the wrong stand, and understand if we can simply send correct screws to customer. Once our Supervisor reaches out to customer we can determine which option it is necessary to go forward.We  thank customer for their patience and expect a call from a Supervisor.

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.

I am rejecting this response because: There is two parts to my complaint. The 1st is being taking care of in regards to the damaged tv panel.  However the 2nd part is about the packing charge of 53.99 which includeds the box, bubble wrap, packing paper, and taping the box. The Shipping was prepaid but not the packing. and for me to use the Fedex shipping labels that the company provided, I had to ship the tv in a tv box made by fedex, bubble wrapped by fedex, and packed by fedex.  I gave them the prepaid label was emailed to me which I printed off, but I paid $53.99 total. This is where the problem is I need to be reimburst for $53.99. (Fedex was prepaid I had no choice to go anywhere else even if I thought so where else was cheaper.  I had to do it the way the company wanted it. They wanted to blame FedEx however, they ship to fedex regularly via prepaid label and they know the cost of PACKING. I paid $135 + 5.75tax for a TV still underwarrenty and I have to pay $53.99 thats approximately $197.00.  I will never buy another tv without checking company.  This company should be ashame of themselves! To resolve to complaint I would like to be reimbust for $53.99 in full a  check made out to Robin DeFleice

From: Ashley [redacted] Sent: Wednesday, March 09, 2016 8:40 AMTo: [redacted]Subject: Re: Consumer Complaint [redacted]Good Morning! Yesterday morning I sent you a rejection to my complaint id # [redacted] and requested that the company issue a stop payment on the second check.  However the check came in the mail yesterday.  So I would just like to close this case.  I have contacted the company directly to let them know I have received the check and they said I should have no issues cashing it.  I apologize if there any issue or problems.Thanks [redacted]
[redacted]

We are in reply to customers rejected response. We strongly urge customer to patiently wait for the exchange to be processed. The defective unit was received at our warehouse yesterday 12/14. Our Total Turnaround  Time for an Exchange is 15-20 business days. If customers model is in stock the exchange will be shipped out very quickly, usually with in a few business days. However, please note rejecting our response will not make the exchange process go any faster as there are multiple departments involved in processing exchanges.  There is nothing to update on our end other than the unit being received, which customer should have knows since the Tracking numbers were mailed to customer along with the shipping box sent out of courtesy. Nothing further to update, we consider this matter closed as customer will receive an exchange unless provided a different option.

We do not accept pictures as a replacement for the original UL Labels. Please mail the label in so the refund check can be processed. There will not be any further updates until we receive the UL Labele you have been asked to mail so the check can be processed. We understadn this should have been clearly communicated to you and apparently we failed to do so. Our e-mail team should have done a better job on handling your case by providing further details. Again we cannot sue your pictures you e-mailed last year. We have no problem following through with your full refund, after we receive the original UL Label. Thank you for your understanding.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.

We are in reply to customers complaint. We would like to apologize for any inconveniences we might have caused while attempting to assist customer with the warranty options available for the 32" Emerson unit. Unfortunately what customer is asking for is not part of our Exchange process. Customer has...

been advised on multiple times by several agents including a member from our Escalation Supervisor team. We are more than glad to replace customers unit, once customer ships back the defective unit, and defective unit is received at our facility. Once we receive and process the defective unit, at that point the exchange unit is shipped out to customer. Our process is standard to all of our customers, we require the defective unit first before we ship out the replacement under warranty. We urge customer to be cooperative and use the pre-paid return labels we have already provided to allow fed-ex to return the defective unit so we can process the exchange while the unit is still under warranty. We thank customer for their time and patience. Customer is welcomed to call our call support in case there are any questions regarding our Exchange process. Since the unit is still under warranty and our company is waiting for the defective unit to be returned so we may process an exchange, we consider this matter closed.

The company mailed to me the missing parts in a timely matter.

This complaint appears to be settled, they did send out a refurb - thank you. O

We are in reply to Mr. [redacted] complaint. We have been in constant communication with  Mr. [redacted] many complaints. Customer was offered option of repair as a courtesy as the unit no longer carries manufacturers warranty. Unfortunately the unit arrived damaged, so now customer is being processed...

for an exchange. Mr. [redacted] is aware and has been told to patiently wait for an update from Funai. Since we are exchanging the out of warranty unit, we consider this matter closed.

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

We are in reply to Mr. [redacted]'s complaint. We would like to apolgize for any inconveniences we might have caused while attempting to service the unit under warranty. Customer was originally set up for In Home Service. Unfortunately there was a delay with Parts needed to repair the unit. Parts were...

later allcoated and shipped to the technician responsible to repair unit or customer. Customer s poke with technicians 02/19, was told of update and was re-assured of repair. We 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.com. Since the repair has been authorized and parts were delivered to tehnician today, we now consider this matter closed. Thank you.

We are in reply to Mr. [redacted]'s complaint. We would like to apologize for ay inconveniences we might have caused while attempting to service customers unit under warranty, in this case service and replace the unit under warranty. We do understand the wrong model was sent to customer as an...

exchange. The model sent did not have online capability. This was not done intentionally, rather the model was allocated by our logistics program which selected the next model available to ship. We would like to clarify if a mistake is done on our end we would not ask customer to keep the wrong model. We have since reached out to customer and apologized for the inconvenience and have offered a full refund. Customer must send in proof of purchase to which we will use to refund the full amount paid for the unit only including tax. The refund will be processed upon arrival and processing at one of our return locations of the last unit sent to customer. We consider a refund a fair resolution and now consider this matter closed.