Amazon returns, again

Redvee

I bought a helmet camera from them back in Aug 2012 and it went kaput on Monday evening. Had a web chat with one of their CSA's who initially said it's too old to return. The full transcript below.

Only edited out my full name, otherwise as is the convo we had.

I need to return an item that is faulty
11:14 AM(GMT) Purusoth(CSA): Thanks for contacting Amazon.co.uk I'm purusoth. May I have your name please ?

11:14 AM(GMT) Shaun: Shaun

11:15 AM(GMT) Purusoth(CSA): Hi Shaun.I'm sorry that item became faulty.I'll be happy to help you with the return label.
May I have the order number please ?

11:15 AM(GMT) Shaun: 202-4691896-5116301

11:16 AM(GMT) Purusoth(CSA): Thanks for the detail.

11:17 AM(GMT) Purusoth(CSA): I've checked and see that you have placed the order for item on August 12,2013, hence I'm sorry that return window is already closed.

In this case you need to contact the manufacture regarding this issue.

11:18 AM(GMT) Purusoth(CSA): Are we connected ?

11:19 AM(GMT) Shaun: Still here

11:21 AM(GMT) Shaun: My contract is with Amazon, not the manufacturer, uner EU law I have 2 years warranty on items. Amazon HO is in Luxembourg so there shouldn't be an issue with faulty goods under two years old

11:22 AM(GMT) Purusoth(CSA): Let me check this for you.

11:23 AM(GMT) Purusoth(CSA): Thanks for waiting.

11:25 AM(GMT) Purusoth(CSA): I've checked and see that the return warranty for the item is for one year hence please be informed that the manufacture is having the authority on this issue.Hence I would kindly request you to contact manufacture regarding this matter.

11:26 AM(GMT) Shaun: If I bought it from the manufacturer I would but I bought it from Amazon. Are you telling me to throw the faulty item away and close my Amazon account?

11:29 AM(GMT) Purusoth(CSA): A member of our Specialist team will need to help you with this, however, they don't have phone or chat support. I will contact them on your behalf. You can expect an e-mail response from them within the next 2-3 business days.

11:30 AM(GMT) Shaun: Will see what happens via email and also via twitter. Thanks for your time.

11:31 AM(GMT) Purusoth(CSA): Your patience and understanding in this matter is very much appreciated.

Is there anything else I may do for you today?


11:32 AM(GMT) Shaun: No, just needed help returning a faulty item. I will be buying a replacement from Amazon should the outcome be positive.

11:34 AM(GMT) Purusoth(CSA): I hope that the issue is resolved quickly.

It was nice chatting with you!

We hope to see you again soon! Please click the "End Chat" link to close this window.

Do I stand a chance of getting a refund? The company in question, Contour, has gone bankrupt so I can no longer ask them for help.

visidigi

I bought a helmet camera from them back in Aug 2012 and it went kaput on Monday evening. Had a web chat with one of their CSA's who initially said it's too old to return. The full transcript below.

Only edited out my full name, otherwise as is the convo we had.

Quote:
I need to return an item that is faulty
11:14 AM(GMT) Purusoth(CSA): Thanks for contacting Amazon.co.uk I'm purusoth. May I have your name please ?

11:14 AM(GMT) Shaun: Shaun

11:15 AM(GMT) Purusoth(CSA): Hi Shaun.I'm sorry that item became faulty.I'll be happy to help you with the return label.
May I have the order number please ?

11:15 AM(GMT) Shaun: 202-4691896-5116301

11:16 AM(GMT) Purusoth(CSA): Thanks for the detail.

11:17 AM(GMT) Purusoth(CSA): I've checked and see that you have placed the order for item on August 12,2013, hence I'm sorry that return window is already closed.

In this case you need to contact the manufacture regarding this issue.

11:18 AM(GMT) Purusoth(CSA): Are we connected ?

11:19 AM(GMT) Shaun: Still here

11:21 AM(GMT) Shaun: My contract is with Amazon, not the manufacturer, uner EU law I have 2 years warranty on items. Amazon HO is in Luxembourg so there shouldn't be an issue with faulty goods under two years old

11:22 AM(GMT) Purusoth(CSA): Let me check this for you.

11:23 AM(GMT) Purusoth(CSA): Thanks for waiting.

11:25 AM(GMT) Purusoth(CSA): I've checked and see that the return warranty for the item is for one year hence please be informed that the manufacture is having the authority on this issue.Hence I would kindly request you to contact manufacture regarding this matter.

11:26 AM(GMT) Shaun: If I bought it from the manufacturer I would but I bought it from Amazon. Are you telling me to throw the faulty item away and close my Amazon account?

11:29 AM(GMT) Purusoth(CSA): A member of our Specialist team will need to help you with this, however, they don't have phone or chat support. I will contact them on your behalf. You can expect an e-mail response from them within the next 2-3 business days.

11:30 AM(GMT) Shaun: Will see what happens via email and also via twitter. Thanks for your time.

11:31 AM(GMT) Purusoth(CSA): Your patience and understanding in this matter is very much appreciated.

Is there anything else I may do for you today?


11:32 AM(GMT) Shaun: No, just needed help returning a faulty item. I will be buying a replacement from Amazon should the outcome be positive.

11:34 AM(GMT) Purusoth(CSA): I hope that the issue is resolved quickly.

It was nice chatting with you!

We hope to see you again soon! Please click the "End Chat" link to close this window.

Do I stand a chance of getting a refund? The company in question, Contour, has gone bankrupt so I can no longer ask them for help.

Your wrong. Eu 2 year doesn't apply as our laws are better than the eu regs. If the warranty is over then you will need to have the item independently assessed if amazon won't take on the issue, that independent report will need to state that the fault was inherent from manufacture.

Any refund offered can be reduced for the use of the product that you have had, should the retailer so wish - they have the choice of refund, repair or replacement at their choice if you do get help with the issue.

I must admit, threatening twitter, alternative sellers and stuff really isn't constructive to your case, the specialist team may help you, if your lucky, but that's outside their obligation, but they too will read through the chat transcript which doesn't read well for you unfortunately.

You're claiming under SoGA btw.

unholyangel

You (along with so many others so don't feel like you're the only one!) misunderstand the EU 2 year warranty part.

The word warranty is not used in the same manner as a 1 year manufacturers warranty. It is merely to say that you have a minimum of 2 years to chase the retailer if your product doesn't conform to contract.

However, within the same EU directive there is also a section which means retailers can ask you to prove the fault is inherent if its over 6 months from purchase.

Jim_Jupiter

Also, did you buy it August 2012 like you state in your intro, or August 2013 like it says in the chat dialogue?

Hintza

Redvee wrote: »

11:30 AM(GMT) Shaun: Will see what happens via email and also via twitter. Thanks for your time.

Aye, they might close your account, are you prepared for that?

Redvee

Jim_Jupiter wrote: »

Also, did you buy it August 2012 like you state in your intro, or August 2013 like it says in the chat dialogue?

Hadn't noticed the typo on their part, I purchased the camera in August 2012.

Redvee

Quick update on this.
I didn't win them over on the EU law, they stuck to their guns on EU law and 12 month period but did offer me one of two option, £20 refund or £30 Amazon gift certificate, I took the £30 gift certificate. Between the webchat and email from Amazon I contacted the importers of my camera who sent me a link with instructions for updating the firmware on the camera which sorted out the issue I had initially so a happy outcome overall.

custardy

FYI
they were bought out

http://singletrackworld.com/2013/11/contour-cameras-back-from-the-brink/

paddyrg

So you got £30 free by misquoting the law? Result, I'd say!

WTFH

paddyrg wrote: »

So you got £30 free by misquoting the law? Result, I'd say!

Not only that, but the camera wasn't broken in the first place - the OP just needed to update the firmware - I somehow suspect the OP hasn't returned the £30 to Amazon and apoligised, but will hold onto it.

custardy

WTFH wrote: »

Not only that, but the camera wasn't broken in the first place - the OP just needed to update the firmware - I somehow suspect the OP hasn't returned the £30 to Amazon and apoligised, but will hold onto it.

to be fair. the firmwares were unavailable for a while from Contour I believe.