Amazon problem/issue

kjglen24

Hi,

I was wondering if anyone could give me some advice; I bought a Microsoft Surface Pro 4 (£860.00) from Amazon a month ago.

The day after I received it, I called them to let them know it was faulty. Their technical team got involved but they couldn’t help. Microsoft temporarily fixed the issue but said I needed to go back to Amazon to get a replacement.

Went back and for to Amazon (their customer service dept is so rude) and I never got anywhere, in the end I emailed the CEO and had an email back saying a replacement has been ordered and will be with me the next day and to send the original back.

The day it was supposed to come, I had an email saying “all orders have been cancelled, as there is fraudulent activity on my account” I spoke to them who said.. You will have to wait 48 hours for a reply (this was days ago).

I am currently stuck with this faulty laptop and as it is older than 30 days the site won’t let me issue a refund on my own.

Any advice?

neilmcl

Wait 48hrs for the reply.

ThumbRemote

Have you tried speaking to them again since? If not, presumably that would be the first step.

If that gives no luck, presumably you paid by card and could contact your bank about a chargeback.

kjglen24

It's now 96 hours

kjglen24

Yep, but it is a call center in India. Their basic English is horrendous and they have ZERO idea what I am talking about

DCFC79

What was the fraudulent activity all about ?

Have you contacted Amazon via the chat option ?

theonlywayisup

Use the chat option, be clear and concise. They are usually very good at dealing with returns over 30 days.

soolin

kjglen24 wrote: »

Hi,

I was wondering if anyone could give me some advice; I bought a Microsoft Surface Pro 4 (£860.00) from Amazon a month ago.

The day after I received it, I called them to let them know it was faulty. Their technical team got involved but they couldn’t help. Microsoft temporarily fixed the issue but said I needed to go back to Amazon to get a replacement.

Went back and for to Amazon (their customer service dept is so rude) and I never got anywhere, in the end I emailed the CEO and had an email back saying a replacement has been ordered and will be with me the next day and to send the original back.

The day it was supposed to come, I had an email saying “all orders have been cancelled, as there is fraudulent activity on my account” I spoke to them who said.. You will have to wait 48 hours for a reply (this was days ago).

I am currently stuck with this faulty laptop and as it is older than 30 days the site won’t let me issue a refund on my own.

Any advice?

Yes, you need to go back to them via chat or on the phone and if you get someone that does not understand, keep trying. The bit that worries me is this line which is almost added as an aside "“all orders have been cancelled, as there is fraudulent activity on my account” . That is potentially a serious statement and could cause real issues and you need to know what they are talking about. Amazon are known for closing accounts where they feel a person has a higher than normal rate of problems / returns non arrivals etc- and if yours has been flagged up in those categories you need to get this sorted ASAP.

Put aside the afternoon and get back on that phone.