Funai Service Corporation

We are in reply to Mr***'s issueWe would like to apologize for the inconvenience of the unit not performing as intended while attempting to service customer through our Call centerCustomer called in regarding unit not powering on and was provided with troubleshooting steps to resolve
issueAfter the agent was not able to properly Troubleshoot customer was referred to one of our Authorized Service CentersUnfortunately this unit was purchased 11/9/2011, which is almost year out of Manufacturer's warrantyDue 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/RefundAgain due to age of the unit we will not be able to offer Warranty Service and consider this matter closed

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

This issue was resolved months agoThe original issue was due to customer not sending in the exchange which was eventually received and an exchange was processed
Customer was specifically instructed not to include any accessories when shipping the defective unit, which is the reason why no accessories were included with the replacement set
Customer must contact our Call Center so we may provide a fast resolution, not re-open a complaint that has already been resolved
Please note, we DO NOT provide booklet manualsCustomer is welcomed to either print a copy of the manual online, or request a printed copy of the manual by contacting our Customer Service Department
Again we will make an courtesy and send out replacement accessories as a one time exception, customer must contact our Call Center for further assistance
The original matter was already resolved please and matter has been closed on our end

We are in reply to Ms***'s complaintWe have been in constant communication with customer since calling in for assistanceCustomer initially was referred to an Authorized Service Center which we are currently confirming with our Warranty Department if they are still in businessThe 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 businessCustomer was then offered In Home Service through another service providerUnfortunately the company did not have any technicians available for service to customers location.Customer was then set up for exchangeA 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 inconvenienceThe return box and label was shipped to customer and delivered to customer 9/Customer defective unit is currently on route back to the company so we may process an exchange for customerWe ask customer to be Patient and allow the exchange to be processed with in the total turnaround time provided by the call centerSince we are currently in the process of exchanging the unit we consider this matter closed

We are in reply to customers complaintWe would like to apologize for the delayed tur-around-time for the exchangeWe understand it has surpassed the time originally provided to customerThe delay was caused by a discrepancy caused by our warehouse after the unit was receivedWe have corrected
the discrepancy and are currently prioritizing the exchange to be processed and shipped out ASAP.Unfortunately our Call Center staff does not have direct access to our warehouse so were unable to follow up or provide a more current update for customer.We ask customer to allow us a couple of days to provide an update and hopefully a tracking number showing recertified replacement unit has been shipped out.Again we thank customer for their time and patience

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

We are in reply to Ms***'s complaintWe would like to apologize for any inconveniences we might have cause while attempting to replace your unit under warrantyAfter customer contacted us stating the replacement unit was not working, we immediately offered to process another exchange as the
customer is s till covered un our Manufacturers WarrantyCustomer refused to send the exchange unit for exchangeWe cannot proceed going forward if customer does not cooperate with our Exchange process which customer was fully aware of the defective unit needing to be returned so the exchange can be processed as this was going to be the second exchangeWe would also like to clarify, customer received a replacement unit as an exchange, not the same defective unit received by customerWe do NOT use customer returns for our Exchange stockIf customer would like to proceed with allowing us to exchange the unit under Warranty at not cost to the customer, we advise customer to call our Call Center so we can initiate the exchangeThe second exchange will be shipped to customer upon the arrival and processing of the defective unitOur system does not allow us to ship product without receiving the defective unit and processing it in out warehouseWe would also like to clarify most of our available stock we use for exchange is recertified productWe will not be replacing the defective unit with new productWe appreciate customers patience and cooperationWe feel another exchange a satisfactory resolution and now consider this mater closed

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
*

We are in reply to customers complaintWe do have record of every contact customer has made dating back to last yearIn every call made, we do not have a resolution noted for the different issues customer reportedWhether by phone or live chat, when we attempted to fully Troubleshoot the unit to
attempt to provide resolution we were told by customer it was not possibleOn several occasions customer refused to Troubleshoot or disallowed our Technical support team to remote attempt to troubleshoot and correct the issue reported.Simply, we do not assume our unit is defective without properly Troubleshooting and exhausting all possibilitiesWe understand customer believes the unit to be defective, however we have not been given the opportunity to provide resolution in deemed whether the issue is the unit or not setup properlyWe have since reached out to customer and have provided an optionsThe unit is now beyond manufacturers warranty coverageHowever, if customer allows our technical support team to full Troubleshoot the unit, we can make an exception and will offer to replace the unit if deemed defective after full troubleshooting the unitCustomer was not at home during the call, we advise customer to return our call at their earliest convenience so we may assist accordinglySince we are offering a resolution we advise customer to contact us and consider this matter closed

I am rejecting this response because:I have been promised for three months now that I will receive the check and have yet to receive the check I will close this complaint when I receive the check I do not know why the check would have gone back to the company undeliverable when they sent a box to that address and I received it I gave them a different address on July and they promised the check was sent out then I think six weeks was ample time to receive the check Now they are claiming they didn't send the check on July Why should I believe that it has been sent now

I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me. other then getting rude responses I have got the replacement tv after not wanted it but whateverim never going to buy a tv off this company again and I will be telling people about this bad customer service thank you for what you have done

We are in reply to Mr***s complaintWe would like to apologize for the inconvenience of customer receiving a refund for the wrong amountWe do show on our end we received customers receipt with the amount stated by the customer, however it looks like due to an oversight on our end, we
requested the amount of the unit without the receiptWe sent customer a refund for the amount of $218, which is the correct value of the model customer has during the Black Friday sales for The issue is customer did not purchase the unit during Black Friday sales there fore the amount is different.We have instructed one of our Supervisors to reach out to customer and advise we will be processing a second refund for the amount remainingWe will be following through with the correct amountFor future reference we urge customer to allow our Call Center the time to resolve the issue internally before another complaint is filed. If customer does not receive an immediate answer from Call Center, again we advise customer to wait for our company to resolve the issue through the call center and wait patiently for a call back.We thank customer for their patience and understanding, and now consider this matter closed

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me. Per the response, I did not receive a call, no messages were left, and no emails were received as stated by Funai OOW Service. They did, however, send an email dated today stating my order has been updated to processing. For that, I am thankful to have finally received some sort of communication. I am saving the email for future reference if needed. They stated to you they expect repairs to be completed by 4/but in reviewing my account online, they state there is a backlog and to expect a to day delay. Also, today for the first time, there actually was an update response to my order in my online account

Customer was contacted by our Repair Team's ManagerCustomer was provided with a resolution to exchange for another unitWe urge customer to call back our Out Of Warranty Repair team to take advantage of having the unit replacedSince we have provided customer with a resolution, we consider this
matter closed

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

We have the intention to follow through with the refund that was originally offered to customer, as soon as the last exchange unit is returned back to the companyCustomer receive an exchange in January, to which Fshows the exchange unit was delivered to and signed for by customerFdoes not show status of customer returning the exchange unit back to the company as stated by customerOur Call Center team has reached out to customer and has advised of this update alreadyWe will not process the refund until the exchange unit is returned back to the companyWe do not have any record of the exchange unit being returned back to the companyIf customer claims the unit was returned back to the company, we need a tracking number showing the unit was returned back to the companyWe thank customer for their time and patience, and suggest customer to contact our Call Center and speak with a Supervisor to follow up on their status

As of today November 16th I still haven't received my replacement unitI was notified that they no longer had my model in stockThis place has terrible customer service

We are in reply to customers complaintWe would like to apologize for an inconveniences we might have caused while attempting to replace customers unit under warrantyWe are aware the wrong unit was shipped out to customer and we very much appreciate customers cooperation in returning the wrong
unitWe have received the wrong unit back and currently are reaching out customer to offer an option of either exchange or refundAt this point we leave the decision to customer due to the inconvenience and will follow through with whatever option customer decides onWe now consider this matter closed as we have been made aware and are currently providing a resolution to customer

I am rejecting this response because:we want our unit back and demand to know a date when it will be readySeven months from the date of sending any and initiating the repair work is unacceptable even if you are a busy companyWe know longer have patience for this, we expect Office to be waived, we expect a date by next week and when exactly are you will be done, we anticipate involving small claims court for breach of service, misrepresentation of service, and basically theft of property if we are not receiving this unit within the next several weeks

We are in reply to Ms***'s complaintWe would like to apologize for not being able to send out an exchange to customer as originally plannedA refund is last case scenario as we prefer to repair is possible, then exchange the unit under warranty as possibleA refund is not our first option
as we do our best to have customer with a unit in their home.Unfortunately customers unit was a promo item for last years Black Friday SalesThis model was sold through Walmart specifically for the Black Friday eventThrough out the year we usually always have product to exchange with, however since we are now closing in on a year since Date of purchase it becomes very difficult to have product available to exchange with.We will be processing a refund for customer for the amount of $even, not negotiable without the Proof of purchase(receipt)Customer was asked to send in their receipt so we may also refund their state Sales Tax along with the $value the unit was sold forWe understand dealing with call centers and warranties can be frustrating, we have however provided an alternative and issuing a refund for not being able to currently send out an exchangeWe thank customer for their support and now consider this matter closedCustomer is welcomed to contact our Call Center for possible updates in the Refund being issued