Amazon force a refund but it's less than I paid for the item

jgallcash

I bought a Freeview HD box from Amazon in May 2011 and 5 months later it develop a fault with the hard drive although picture quality was excellent. Amazon had no quibbles at all in sending a replacement. As usual, excellent customer service.

They sent a replacement identical item but it soon developed a terrible picture quality problem. See the example video at http://www.youtube.com/watch?v=3tvIe6pPt3w

I reported the defect to Amazon and offered to try one last replacement or upgrading my payment by circa £60 to purchase a better model.

They said that unfortunately because I had already returned one item as defective they were unable to send another replacement, although I was free to purchase the item again and they would send a refund in the meantime.

I was hoping to leave it a few days to have a think but got another email within an hour with a credit note for £169.99.

However when I purchased the item it cost £179.99 and this is undeniable as I have all of the payment info on my Amazon account info page.

Is there any guidance on this or Should I take it up with them? I have always found them to be excellent and wondered if I was being unreasonable in seeking to get the full amount back.

Thanks in advance.

arcon5

Sales of Goods Act allows retailers to adjust the refund amount to take into consideration the use you have had. So the £10 deduction reflects the 5 months you have had it.

All seems fair to me

wealdroam

What Arcon says is correct, but could it just be a typo?

I think I would ask them if they are sure they've got it right.

As you say, Amazon customer service is usually good, and I am sure they would be happy to explain why they deducted £10 from your refund.

jgallcash

To be honest the item is currently £169.99 so have reduced by £10 since May 2011. Is this the likely reason?

I'm more than happy with them but I did wonder if the fact the item was defective mattered in the refund.

bod1467

From what you describe it all looks fair to me. If you question them they'll likeli give you the extra tenner, but the don't have to.

shaun_from_Africa

It works out better for you for them to have sent you the money for the replacement rather than a replacement unit itself.

If they were to do have done this then you wouldn't get a new warranty as the replacement box would still form part of the original transaction.
As it is, they've sent you enough money to enable you to make a fresh purchase which would be a completely new transaction and would thus come with a new warranty/guarantee.

If they were to have given you £179.99, you could have bought a replacement and still had £10, which have put you in a better position than you were before the fault developed.

jgallcash

Yeah, you're right. Long live good CS!