Funai Service Corporation

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]

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 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.

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]

Revdex.com:
I reviewed the response made by the business in reference to complaint ID 11696937, and find the resolution is satisfactory to me. Although, I'm outraged regarding their claim that this could have been handled by Customer Service, hence me contacting Revdex.com. It's also false that the replacement TV was damaged before shipment. It's very obvious. Unreal after all these months and it's still my fault.

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 customers complaint. We would like to apologize for any inconveniences we might have caused while attempting to process an exchange for customer under our manufacturers warranty. We would like to clarify we will be fulfilling the exchange we initially stated and intend to do so by...

expediting the request.The delay in processing the exchange is due to an internal discrepancy. The defective unit was received physically at our Ohio warehouse, however a receiving discrepancy caused the request not to be automatically processed.Our Call Center agents have no access to the physical record of the unit not being processed so this was not communicated directly to the customer. We have corrected the discrepancy and are requesting the exchange today. We advice customer to allows us until next week to either provide a tracking number for the exchange being shipped out or an update from our company.Thank you for your time and patience.

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 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.

We are having a hard time addressing this complaint. Customer has not called our Call Center in over a month (08/25).Because customer does not have access to an e-mail address where we can simply email a return label and customer can print it out at his discretion, customer has had to wait for us to...

mail a return shipping label which we offer to our customers under warranty out of courtesy so they don't have to pay to return the defective unit. Please note, we are providing the re turn label out of courtesy and are in no way obligated to do so.Se we would like to clarify, this complaint is regarding customer not receiving a complimentary return label, which customer can simply request for us to send another return label by calling our Call center again as he has done many times before to receive assistance with this issue. We will more than glad to assist customer by sending out another return label which will be sent via USPS as customer does not have an email address. We thank customer for their time and patience.

We are in reply to customer complaint. We would like to apologize for the delay in processing customers exchange, we understand we are now pasts the total turn-around time initially told to customer. As our agents have briefly explained, we did find a discrepancy with the receiving of the defective...

unit from June, we have since corrected the discrepancy and are prioritizing the request to be processed as soon as possible. We expect to have an update available for customer shortly, hopefully by tomorrow. We urge customer to wait patiently for an update from our Call Center.We are proceeding with the exchange as initially explained to customer. We thank customer for their time and patience.

We are in reply to Ms. [redacted]'s complaint. We have contacted customer and apologize for the delay in receiving her exchange. Unfortunately we do not have stock available for customers unit. Since we are now passed the up to 20 business days turnaround time we provide to customer to receive an...

exchange, we have offered to refund the value of the unit to which customer has accepted. We are requesting the refund to be processed this week. Refund check should be processed and mailed out this Friday 02/26. Checks are mailed out Postal Service and urge customer not to call continuously as customer must allow the Postal Service enough time to deliver the check. We will NOT have daily updates once the check has been mailed out as it is mailed out US Postal Service. We have authorized and agreed on the refund and now 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 process a refund for customer. As we have already advised to customer, the original check was processed and mailed out on 12/6/2017 in the amount of $357.27(US...

Currency). The check was eventually returned as undeliverable. Our Call Center staff has reached out and confirmed the mailing address. We ask customer to allow a few business days for the check to be requested. Our Accounting department processes checks once a week. We thank customer for their time and patience and urge customer not to reject reply until check has been re-issued and is contacted by our Call Center staff with update.

As stated on original response, customers refund check was processed and mailed out exactly on 1/15/2016. Our Accounting team only process checks once a week every week which is on Fridays. The check was made out to $218 due to no receipt made available. The check was made out to [redacted] and mailed out to address [redacted] This is the only address ever provided by customer, the only address we have on file. If customer has not received the refund check by now, we must cancel the original check, and re-issue a second check and will ask customer to confirm the delivery address. We apologize for the confusion, our call system also sends auto-update emails that are not accurate, rather based on updated dates in our system. Again, we urge customer to call the call center back, ask to speak with a supervisor and advise they have not yet received the refund check. We need the address verified to assure the delivery address is correct.

I am rejecting this response because:the television sent is damaged and does not work.
Regards,
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. My mother was originally told to wait 10-15 business days from 5/31 for her refund. Not 10-20 business days. After months of headache and back and forth with the company she FINALLY received her refund on 6/24/17! Which in my opinion has been way to long! Hopefully in the future no one will have the same issues my mother has had to deal with. Its not a good way to do business. Thank you Revdex.com for taking the time to help resolve this issue. 
Regards,
[redacted]

I am rejecting this response because:Per the last correspondence, I DID contact their service line, only to be promised a call within 48 hours, that didn't come until 12/27. I have made arrangements with Mike at the repair center to bring the TV in on 1/10/18. I'd like to keep this complaint open until the resolution of that repair visit.
Regards,
[redacted]

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.

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.

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.