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Amazon's disappointing customer service
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vinidio
Posts: 2 Newbie
Hello guys, could you please help me with the following?
On 06/04/08 I purchased a MICROMARK electric coffee grinder from Amazon.co.uk. The grinder has a 2-year guarantee by the manufacturer (stated on its box and the user instructions' leaflet).
It broke down suddenly last Sunday (the blade fell out of place) and I called the MICROMARK helpline (number stated on the product leaflet) to find that the number is no longer in use. I then called Amazon in case they had another number. By calling that (new) number I found out that MICROMARK went into administration last year and the stock -not the business itself- was bought by another company. I was urged to go back to Amazon to explain the situation.
I contacted Amazon and explained the issue. Ironically enough I was told to contact the Office for Fair Trading to rectify the matter for Amazon's own 1-year guarantee has expired and they have nothing to do with the 2-year guarantee by the manufacturer (irrespective of the fact they went into administration). They declined to offer a goodwill gesture and upon my asking to speak to a supervisor I was put on hold for more than 20mins. The wait ended with me getting a (14-character!?) reference number and a promise that someone will call me back within 1-2 business days, as all supervisors were busy at that moment. Ultimately another person emailed me to say that they cannot do anything. They refuse to take into account the fact that the manufacturer is out of business, leaving them as my only hope. Any suggestions??
On 06/04/08 I purchased a MICROMARK electric coffee grinder from Amazon.co.uk. The grinder has a 2-year guarantee by the manufacturer (stated on its box and the user instructions' leaflet).
It broke down suddenly last Sunday (the blade fell out of place) and I called the MICROMARK helpline (number stated on the product leaflet) to find that the number is no longer in use. I then called Amazon in case they had another number. By calling that (new) number I found out that MICROMARK went into administration last year and the stock -not the business itself- was bought by another company. I was urged to go back to Amazon to explain the situation.
I contacted Amazon and explained the issue. Ironically enough I was told to contact the Office for Fair Trading to rectify the matter for Amazon's own 1-year guarantee has expired and they have nothing to do with the 2-year guarantee by the manufacturer (irrespective of the fact they went into administration). They declined to offer a goodwill gesture and upon my asking to speak to a supervisor I was put on hold for more than 20mins. The wait ended with me getting a (14-character!?) reference number and a promise that someone will call me back within 1-2 business days, as all supervisors were busy at that moment. Ultimately another person emailed me to say that they cannot do anything. They refuse to take into account the fact that the manufacturer is out of business, leaving them as my only hope. Any suggestions??
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