Funai Service Corporation

We are in reply to customers complaint. We had a difficult time locating customer in our system as the information provided in this complaint was not given to our Call Center. The Customer did not provide the correct last name, email address, and declined to provide any phone number all together. We...

located several calls made to our Call Center. Customer did not provide the model number belonging to the unit several calls after initial contact. As stated by our call cent agents, we cannot provide specific troubleshooting without knowing what type of unit customer is need of assistance with. Customer was provided several Troubleshooting steps, however customer was very impatient and either dismissed the assistance or asked to speak to a supervisor or somebody else. We are not sure what type of support customer is asking for, all of our Call Center staff goes through  intensive Troubleshooting training and can answer any question regarding the operation of the unit. We do not however provide any technical assistance as far as repairing the unit, as we cannot thing of any higher technical assistance other than the operation of the unit.We are unsure what exactly the complaint is in regards to. We have however taken precautionary steps and made several attempts to call customer today so we may Troubleshoot further. Customer was contacted by our Escalation team which have more experience than our basic call support agents. We urge customer to contact our call center once more and ask to speak with a Supervisor or a member from our Escalation Team. We thank customer for their patience and consider this matter closed.

[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: 12035361
I am rejecting this response because:Funai called this week and this part is completely my fault.  I have been extremely bust with work and  missed the call. In haste I accidentally deleted the voicemail after listening to it. I appreciate Funai reaching out and if the person who called would please email me I would be happy to respond. My email address is [redacted]That is the best way for me to communicate.

I am rejecting this response because: the offer they gave me to take care of parts only, and no labor for a TV that was given to my son for Christmas 2015 is ridiculous. They are lying in an attempt to keep from taking care of anything. They are stating that the unit was bought Nov 2014 but it was actually bought Nov 2015 as a Christmas gift for my son. The TV has been used for less than a month and my son is not able to watch his TV at all. I added a link in my original complaint that shows how many recent complaints this company has had dealing with the same issues that I am. This shows the lack of care and compassion this company has for their customers and the poor customer service and they do not seem to care about the reputation or quality of their products. The phone call I received from a gentleman last night, from a blocked number, was rude and dismissive. He offered me the parts but I had to pay for the labor and when I told him I refused that offer because this unit was less than a month old, he responded that he would take it back to his supervisor and someone would get back to me if they changed their stance on the labor. I find it funny that when I called the company originally for help, they were very arrogant in their standing that they were not offering to help in any form and as soon as I made this Revdex.com complaint, they wanted to throw out an insulting offer to resolve. I have been in contact with a local repair company ([redacted]V), a long standing Tv sales and repair company and they told me that it would be cheaper to replace this unit than it would be to repair and I believe Emerson knew this prior to even offering the parts to me. I feel that this company could care less for the customers that have issues because they already have their money. They know that they are putting out a product that is faulty and yet they continue to do so even after so many complaints. I am considering a class action lawsuit because people should not be treated this way. We pay our hard earned money for a product and most cannot afford to turn around and buy another one when this one goes out very shortly after they bought it. Emerson is not even attempting to correct the problems in producing the new units they put out. They just keep selling more and more knowing that they are not going to work for very long. My only fault in this while situation is that I do not have my original receipt. They got lost in the shuffle during Christmas and I believe it was thrown out by my son when he threw away the box. Nevertheless, the fact that they outright lied about the date is hideous. This unit should be replaced or repaired at their expense. They already have my money and this should work long after 1 month. Heck my other TV has lasted me well over 10 years, what is their excuse?

We are in reply to Ms. [redacted]'s complaint. We would like to apologize for any inconvenience we might have caused while attempting to service customers unit under warranty. We have since made contact with customer and offered to process a refund, to which customer accepted. The unit is on route...

back to the company. once received and processed the refund check will be issued and mailed out to customer accordingly based on the instructions provided to customer by our Call Center. We would like to thank customer for their time and patience. Since we have already provided a resolution for customer, we know consider this matter closed.

We would like to apologize for any inconveniences we might have caused while attempting to service/replace customers unit under warranty. We do not understand the  reply below. We have sent out the exchange as advised on the last reply. Customer received the replacement unit yesterday 08/08 per Fed-Ex Tracking Number 9622088340008147943200679001391102.Per the status listed on our Manufacturer's Warranty, we have replaced customers defective unit with a working replacement unit. We are in no way obligated to refund customer the price of the unit as we have already processed an exchange.We are disappointed customer is now threatening to take legal action, we have followed through with the guidelines listed in our Manufacturers Limited Warranty. We once again apologize for the frustration customers has endured while we were allowed to fulfill the warranty on the unit. We thank customer for their time and patience and consider this matter closed.

We have forwarded customers complaint to our Out Of Warranty Repair Department. If customer has any questions or concerns, we advise customer to contact the Repair department directly for an update.We thank customer for their patience.

This obviously cannot be resolved through Revdex.com. There is no purpose to reject the reply, just contact the company immediately. There is e-mail, chat, call support. There is nothing to follow up from our end in Revdex.com.

I am rejecting this response because: the company has my address, they verify it everytime I call. When I contact them they always say they are waiting on a tracking number. They promise me someone from customer service will give me a call. I have not received a call. I have not received a call since I got your reply. I dont feel as though they are going to follow through.
Regards,
Annie Sherrod

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.

> I have contacted Emerson 3-4 times about this so called refund.  Finally they told me the estimated amount but keep claiming their supervisor must approve. I'm tired of calling them, only to get different people that do not seem to understand what's going on. I simply want my refund!! I do not understand why they still have not sent it or contacted me personally since they consider the matter closed. Please help me get my refund ASAP. THIS HAS BEEN GOING ON FOR MONTHS!!!

We are having difficulty understanding what is the complaint in regards to. The unit. Repair was originally scheduled, however the warranty repair was later cancelled by our Warranty team, which then customer was advised we are now processing an exchange.We are not obligated or responsible to...

provide the Box and packaging material. We do however offer it out of courtesy to customer.Customer was told we would re-request the box the last time customer called in to the call center. We ask customer to patiently wait for the complimentary box and return material which includes a pre-paid label to return the defective unit so we may process an exchange. This matter is closed on our end as we are already in the process of exchanging the defective unit under our Manufacturer's Warranty.

We have already refunded the value of the unit to customer. We will NOT be offering an exchange. There us nothing further we can counter reply with. Please review and close case.

I am rejecting this response because: I received a used, refurbished blu ray player that does not work.  This Comany provided the worst customer service that I have ever experienced and did not resolve the problem.
Regards,
[redacted]

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.

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

We are in reply to customers complaint. We are not sure the purpose of the complaint. We processed an exchange for customer, was received damaged. Processed a second exchange, we received customers damaged replacement, and the second exchange was shipped out accordingly. We provide customer with a...

15-20 business days total turn-around time to expect the replacement unit. We received the last damaged unit on 10/17, and shipped out the 2nd replacement unit 10/20. The  only delay was not having stock to exchange with to which customer accepted to receive on of our upgraded brand models.The second exchange has been shipped and delivered to customer on the 10/22. Should there be any other issues or concerns, customer should contact our Call Center. We now consider this matter closed.

We urge Ms. [redacted] to patiently wait for the refund check to be delivered by USPS. The check was mailed along with all our company correspondence, we do not prioritize the shipment therefore there is no tracking number available. We cannot mail out 2nd day Fed-ex as customer requested the  check be mailed to a PO Box.The original check was returned to our company as undeliverable by USPS when it was mailed out to customers original address we have on file. After the check was returned and address was verified, we mailed out check to a requested PO Box address provided by customer as  PO BOX 871 - Rpsman, NC 28772.This is the last stays we provided to customer. Although customer has called numerous time, the last status of the check will not change. We will NOT issue any more checks until customer either receives her check is once again returned to our company.At that point we will require a physical address and will be mailed out 2nd day Fed-Ex.We thank  customer for their patience.

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.

I am rejecting this response because: after making this claim against Funai services stating that they emailed me telling me they lost my neato and tried to insist that I take a used neato as a replacement for my lost vacuum, they against my wishes sent me a used neato that was not mine and does not work. My neato was lost by them as stated from their own email and I told them I want mine back or a new replacement. This has been going on since October and it’s now January. I have every email they sent me backing up my complaint. After you contacted them they tried to call me and left a message saying they did not send me the wrong one. I paid for a repair and they lost my vacuum, I want mine back fixed since I paid them to fix it or a new one
Regards,
[redacted]

From: [redacted]Sent: Friday, December 11, 2015 2:14 PMTo: [redacted]Subject: Re: [redacted]  Hi [redacted], We received our check today. You may close this case.Thank You