ComplaintsforFunai Service Corporation

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I mailed my Neato in for repair using the provided envelope. I received an email from Funai stating the Neato was received on 3/19 and that they would have the repair completed by 4/9. It is now 4/14 and I do not have my Neato back nor have they been reaponaive to any of my inquiries on estimated time to complete and return my Neato. I’ve left 3 voicemails and sent 2 emails. I simply want my Neato back, fixed…. What I paid for.

  

  Business response

  04/18/2024

  We are in reply to the complaint. 
  We would like to apologize for the delay causing an inconvenience.
  Please allow our Neato team to review the case and get back to customer as soon as possible. 

  Thank you for your time and patience. 

  
  

  Customer response

  05/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: Funai reached out on 4/19 to collect payment. I authorized them to charge my credit card on 4/19 (which they did). I asked them for a update on when I should receive my vacuum back (on 4/19 and 4/25) and they have not responded. Based on an email they sent when I originally sent my vacuum in for repair, I should expect to have the vacuum back by 4/19. It is now 5/1 and I have no vacuum and the only communication is around payment (which I consented to and they processed)
  
  Regards,
  
  ********* ********

  

  Business response

  05/15/2024

  We would like to apologize for the late reply. 
  Customer was contacted 05/01 and was updated on payment needed for repair. We also received update from our Neato team about an in internal issue we were having with our fedex account. 
  We have since printed a special label and unit has been shipped and returned back to customer. 
  The unit was delivered back to customer 05/03.  
  We appreciate customers patience regarding the repair. 
  Since the unit was repaired and returned, we now consider this matter closed. 
  Below is the return Fedex Tracking number. 

  ************ 
  *************************************************************************************

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent in my Neato for repair. Communication was delayed, but that was fine initially. On 10/16, about two weeks after they received the robot, they reached out with an itemized bill for the repairs saying: "As soon as we receive your authorization for payment we will complete the repair and ship Robot back to you." I paid that day. On 10/26 I emailed them asking for an update as they said they'd be finished on 10/24 but I hadn't heard anything. No one responded and I sent another email on 11/2. On 11/3 they responded now saying the main board needed to be replaced but they couldn't get one and now the robot needs to be disposed of or returned to me broken. I replied with their prior communications stating that they'd fix it and ship it back once I paid asking what was going on. It's now 11/13 and I still haven't received a response.

  

  Business response

  11/22/2023

  We would like to apologize for the delay in responding to customers complaint. 
  The complaint has been forwarded to the department in charge in handling Neato support issues.
  Please allow 1-2 business days for them to look in to this issue and get back to customer. 

  We thank customer for their time and patience. 

  Customer response

  11/28/2023

  
  I accept the business's response to resolve this complaint. They reached out and said that they sent the wrong information to me and instead that my robot was fine and they shipped it back. 

  I think this is probably the reason why, so thank you. 

  Thanks!

  ***** *********

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this horrible company and they told me that I need to setup a repair for my tv. I told them I'm not comfortable with covid and they told me that's the only option. I asked for an exchange and they said that wasn't available. I asked them to make an exception. They have done the same for other customers as indicated in bbb reviews

  

  Business response

  04/06/2023

  We are in reply to customers complaint. 
  We would like to apologize for the inconvenience. We fully understand customers refusal to allow a certified technician to repair the unit under warranty due to COVID. Our chat agents did provide an alternative, which would have been to arrange a pick up with the servicer once customer had contacted the Authorized Service Center to arrange a pick-up which would have been a contactless service.
  Customer refused the contactless service and did not contact the servicer. 
  Again we understand customers eagerness. Our Contact Center will be reaching out to customer to offer a full refund for the unit. Our staff will provide further information along with the guidelines following our Manufactures Warranty process. 
  We thank customer for their patient while we arrange for a call back. 
  We now consider this matter closed.  

  Customer response

  05/12/2023

  ******* ********************
  3:33 PM (1 hour ago)
  ** *****************
  
  Hello,
  
  I submitted a dispute with Funai last month. on April 6th, they responded saying they would be reaching out to me to resolve my issue. I accepted the resolution anticipating they would be reaching out to me. It's been over a month now, and I haven't heard from them at all.
  
  Can you please reopen the complaint?

  

  Business response

  05/19/2023

  We would like to apologize for the delayed response. We noticed a discrepancy in the resolution and the outbound call was not made to the customer after the Refund was approved by management. 
  Our Call Center team will be reaching out to customer today. If customer does not answer the phone our team will leave a detailed message to contact us back so we can proceed with offering the refund following our Manufacturer's Warranty Process. 
  We can again would like to apologize for the delay. 

   

  Customer response

  05/26/2023

  I am rejecting this response because: I received a call from the customer service center last friday, May 19 saying they would be emailing me a form to fill out to get my refund. I have not received any form nor have I received any email from customer service to complete this action. This is the 2nd time where I was told that customer service would follow up with me and they have not. They have my information. They do not need me to fill out another form at this point. They have my address and they can mail me a check for the refund as they already promised to provide. I'm not waiting another week for them supposedly to send out another form via email that I will not receive. Please send me check to my home address immediately. If I do not receive the check soon, I will be further escalating this issue to the executive team at Funai.
  
  Regards,
  ******* ******

  

  Business response

  06/01/2023

  We would urge customer to follow the guidelines of our Warranty Refund process. 
  If customer has not received the email with attachment, customer is free to return out phone call.

  This process is not unique to customer, it is part of our manufacturer's warranty process we offer. 
  We will request another call back from our Contact Center team.

  Please note, the Refund has been approved, all customer needs to do now is either contact our team or follow the process as instructed on our guidelines. 

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello; I purchased a television that was still under manufacturers warranty when it failed. I started the process of talking to the manufacturer's agent (Funai) on September 26th/2022 (Case#******) regarding warranty service. I was promised a refund within 4 weeks and told to scrap the television (I received permission to scrap the television on Oct 5th/2022), which I did. It has not been over 6 months without said refund, even after numerous calls to Funai, They claim the funds have been sent and the issue is closed, but that is not the case (Cheque Reference #338605). The actual total of the refund should be $548.00 plus tax, but they claim the cheque was sent on November 17th/2022 for the incorrect number of $448.60 and was supposed to arrive within 14-17 days). I have still not been payment.

  

  Business response

  04/06/2023

  We are in reply to customers complaint. 
  We would like to apologize to customer for the overdue delay in receiving their Refund check. We would like to re-assure customer we are working on re-processing the check as soon as possible.

  The delay was not cause by customers, we are dealing with an unusual discrepancy with our bank that has delayed customer receiving the refund check. Unfortunately our Call Center staff does not have real time access to our accounting team. We have been providing the only status available to our department, which was the check showed on our end it had cleared our bank. 
  
  Again we would like to apologize for the delay. Our accounting team is working on re-issuing the refund check and will prioritize the delivery. Once we have tracking information, we will reach out to customer and provide update. 
  
  Customer has been contacted earlier this week and was already provided with this information. We consider this matter closed as we provided a resolution. 

  
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/13, I sent in my Neato vacuum for repair. Order # 13716. I paid Funai a total of $80 for the repair. Funai sent back the vacuum, but it does not work and was not properly repaired. The company has failed to respond to phone inquiries and multiple email inquiries about properly repairing the vacuum or refunding my $.

  

  Business response

  09/08/2022

  We are in reply to customers return. 
  Our Neato team would like to apologize for any inconveniences caused while attempting to service the unit. We received an update regarding the Neato unit. 
  Neato team will reach out to customer to offer a repair return under warranty. If customer has already been contacted, please disregard this update.
  
  If customer has not been contacted, we urge customer to either contact us or wait patiently for an update from our Neato team.
  
  We thank customer for their time and patience. 

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a 2 year old Sanyo 55" 4K Roku ultra smart tv that has suddenly developed a inner spiderweb crack that has sprawled lines down the tv. This was not accidental, intentional or physical damage it just occurred. The tv cannot be viewed and is internally damaged.

  Customer response

  05/10/2022

  Tue, 10 May 2022, 09:33 pm

  
  Hi thank you for all your help, it appears I am getting nowhere with the
  mfg. If you could kindly close the complaint or tell me how to close it I
  will do so. Thanks again and truly appreciate your help

  
  ******* *********
  

  
  

• Initial Complaint

  11/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Bought 65 inch Sanyo tv on nov 8th 2020 and it has a year warranty. In October 2021 my TV screen would not show picture, it is a blue screen and the volume works. The claim can be assessed by my phone number ( ************). I have contacted Sanyo multiple times and they will not honor their warranty due to my 65 inch tv not having a “barcode” on back of tv. I have provided everything they asked for, a lot of pictures and proof of purchase from Walmart. I would never remove a barcode from the TV, I even included pictures including back of TV to show them there was no residual sticker. Sanyo never placed the “barcode” when manufacturing the tv and it’s not my fault. They need to honor their warranty and refund or replace my tv and they won’t. Please help. This is fraudulent.

  

  Business response

  11/15/2021

  We are in response to customers complaint. We do have call records in our system from Customer. Our agent exhausted all troubleshooting steps after diagnosing unit as possibly defective. 
  Call Center was in the process of validating customer & unit information. While validating the warranty following our Manufacturers Warranty procedures, we determined the unit in questions was missing a UL Label which all Manufacturers not just our Company, uses to identify the validity and age of a unit. 

  As explained to the customer, unfortunately we are not able to fulfill the 1 year manufacturers warranty as the UL Label is missing from the unit itself. There are very few things that will Void a Manufacturer's Warranty, Damage, Misuse, and tampering of the UL Label is one of them. We in no way blame the customer for the missing UL Label, its simply not on the unit itself which we validated from customers pictures which were sent in following our warranty validation process. 
  

  The UL Label is not something that can easily be removed. We assume it must have been tampered with as it is missing. We currently do not have any other complaints regarding UL Labels missing from products sold during customers time of purchase in 2020.

  We apologize for any inconveniences we might have caused while attempting to assist customer with the Warranty validation and understand the frustration this might have caused to customer. 
  Again at this point we are not able to assist further as the Manufacturer's UL Label is not on the unit itself. We thank customer for their time and patience. 

  Customer response

  11/16/2021

  I am rejecting this response because: I did not remove or tamper with sticker, I have provided all pictures and information they asked for. I would like a refund or replacement for broken TV that stopped showing picture within 1 year of purchase. This is unnaceptable. To me this means I purchased a product with no warranty ever in place, since the sticker was never there in the first place. This is fraudulent and unacceptable on Sanyo's part. 
  
  Regards,
  
  **** *****

  

  Business response

  11/23/2021

  As stated in our initial reply. We cannot say customer tampered with the unit themselves personally. However the UL Manufacturer Label is missing from the unit therefore has been tampered with. 
  This is not company only stance. All consumer electronics manufacturers have the same warranty coverage is our product.
  This is also listed in the Owner's Manual. We again apologize for any inconveniences we might have caused while attempting to assist customer with this warranty issue.
  We are not able to provide warranty coverage at this time as the warranty has been voided by the missing label. 
  We thank customer for their time and patience.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩