Amazon faulty large TV return (Hermes!)

DoaM

Did you see my reply in post #18? To my mind you may have a valid claim for compensation for any costs/losses you've endured in this saga.

philatio

Well after receiving no email confirmation from DPD (as I was promised) I've just been on amazon CS again to check... and low and behold, DPD was never booked.
They're now back to the "you'll have to return it yourself" despite me saying over and over again that no courier will cover a large TV.

Running out of ideas.

Email to Jeff Bezos perhaps ????

DoaM

Dear Amazon,
As per my rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the faulty TV is awaiting collection by yourselves. If you insist on myself returning the TV then:

a) Confirm in writing that you will reimburse me the cost of the return (£XX) prior to the return taking place;
b) Confirm in writing that you will accept liability for any subsequent damage to the TV due to the returns process - as already advised no courier that I can engage will provide insurance or warranty against damage.

Please note that this debacle has cost me a significant amount of time and hassle. Please find attached an invoice for the losses I have incurred due to your failure to collect the TV. This invoice must also be reimbursed prior to the TV being returned.

Yours,


Food for thought?

philatio

I wanna get the thing picked up before I start thinking compo. TBH I'm not that arsed.. I just want it returned.
The points a and b above are good though. Useful.

Posted to their twitter feed and got a near instant reply asking for more details.. so fingers crossed.
They're the biggest retailer in the world. Surely they can book a courier!

JuicyJesus

Amazon do seem to attempt to fob you off with whatever answer seems nicest at any point in time and is most likely to shut you up and get you off the phone/live chat. In your case, it's "we've booked a courier"; in my case it has been "yes the parcel we handed to the wrong courier with no tracking updates since we did that will definitely be delivered today".

The service is getting steadily worse from Amazon, which is particularly grating given how good they used to be.

philatio

Update on this as its still ongoing..

To recap:

Bought an LG TV. Damaged when received (box was fine, must be factory damage) so did my online return request Sat 2nd Sept.
Gave me 2 options. Hermes pickup (they delivered it) or send it back myself. I picked Hermes.

Monday.
Hermes courier in a car came. Said it was too big for him. Refused to take it.
I got onto Amazon customer service. They said the only option now was I send it back myself.
I contacted again as I wasn't happy with this. Told the same thing.
I contacted 3rd time as still not happy. They apologised and said they would book XPO to collect next day.

Tuesday.
XPO never showed up.

Wednesday.
Contacted CS again. Apologised. Arranged for Hermes to come back. Assured me twice that Hermes were now aware it was a large package and would send a truck.

Thursday.
Same Hermes man in car came. Annoyed at having to come again. Again refused to take TV.
Contacted CS again. More apologies. Said they would book DPD who would 'definately' come Friday. Guaranteed.

Friday.
DPD never showed up.
Contacted CS again. They say DPD was never booked. Only option is to send it back myself (again)
I ask to speak to a manager as this has been going on all week. Am told a supervisor will contact me.
Hours later I get an email from a 'supervisor' just saying I have to send it back myself.
I then post to amazons twitter my problems.
Someone from the twitter team gets in touch. Says they'll arrange DPD for Monday.

Monday.
DPD collect TV at last.


I then have a replacement TV, I then find that this has a fault too (audio keeps cutting out)

So last week I contact their twitter team again and we agree that to save all the courier nightmares again, I send it myself and they refund me the costs straight away.

I send the TV last Thursday UPS. Email the receipts to amazon twitter and they refund the costs sameday.

Friday I get confirmation from UPS that the TV has been delivered and signed for.

Its now Tuesday and I've heard nothing from Amazon about the return being processed. In my account it still says 'awaiting return'.. so I'll leave it to the end of the week but am now 100% anticipating having to chase it cos they will say it never arrived.. even though UPS says it did.
Sigh...