Faulty TV - Amazon

theonlywayisup

ohreally wrote: »

I've selected a faulty item return. I then get the following -

Return shipping cost will be deducted from your refund.

I'm now thinking of a refund - confused dot com.

Go onto live chat. They will manually send you a label.

BorisThomson

ohreally wrote: »

I've selected a faulty item return. I then get the following -

Return shipping cost will be deducted from your refund.

I'm now thinking of a refund - confused dot com.

Exactly which option did you select?

(Online chat is 24 hours. If it's not showing as available it's because they're busy.)

ohreally

BorisThomson wrote: »

Exactly which option did you select?

Select item to return- (reason) the item is damaged, replacement, (I then have to check a box to agree to return the item or I will be charged for the replacement in addition to the original).

I receive the same if I choose reason for return as "item defective or doesn't work".

Edit: I've arranged a pick-up now.

nickcc

Never had a problem with Amazon and faulty goods. Usually print off a returns label at no cost to me and item credited when accepted as faulty.

ohreally

Update (ongoing). Wife had a tel call from carrier delivering the new appliance on Wed 10 asking if someone would be available to accept del on Thurs (the following day). 13 hour del window - no-one showed and no contact.

Amazon email then stated del would be today between 0700:20:00 no show and no contact. Days off work have had to be arranged to facilitate this.

A call to Amazon chat asking for an update inform, don't worry it will be del tonight. I point out that its now gone 20.00 and hows that going to work, several minutes of silence. A difference call handler then pops up to tell me the carrier del on a Sun and it will be tomorrow - unable to tell me what difference a third del day makes.

On top of that a carrier appears yesterday to uplift the damaged item, then today another carrier crew rocks up to uplift the item already uplifted.

Does anyone have the email contact of a suitable individual within the organisation to communicate with re this?

tweets

ohreally wrote: »

Update (ongoing). Wife had a tel call from carrier delivering the new appliance on Wed 10 asking if someone would be available to accept del on Thurs (the following day). 13 hour del window - no-one showed and no contact.

Amazon email then stated del would be today between 0700:20:00 no show and no contact. Days off work have had to be arranged to facilitate this.

A call to Amazon chat asking for an update inform, don't worry it will be del tonight. I point out that its now gone 20.00 and hows that going to work, several minutes of silence. A difference call handler then pops up to tell me the carrier del on a Sun and it will be tomorrow - unable to tell me what difference a third del day makes.

On top of that a carrier appears yesterday to uplift the damaged item, then today another carrier crew rocks up to uplift the item already uplifted.

Does anyone have the email contact of a suitable individual within the organisation to communicate with re this?

I would get them to phone you instead of chat. They will ring you straight away .

ohreally

tweets wrote: »

I would get them to phone you instead of chat. They will ring you straight away .

ohreally wrote: »

I've called Amazon to discuss but its an offshore call centre and I'm afraid I've had to throw the towel in due to being unable to understand the accent

..........

ohreally

And yet another day passes without delivery despite being informed last night that del would be today.

Shambles.

philatio

I had a similar nightmare with Amazon and faulty TVs a couple of months ago. Took about 5 attempts to get a courier to actually turn up and do something.

My conclusions..
Their helpline (both phone and live chat) are India based and are truly truly dreadful. They basically lie to you, each time promising things that they never deliver. They said they'd booked pickups when they hadn't.. they contradict each other... 3 times I was promised gift credit as compensation.. which I never got.
The solution is to complain on their twitter service. This is then picked up by their social media team, UK or US based, who'll then pick up the case and get it sorted for you.

Takeaway_Addict

You may want to consider charging Amazon for the lost days of work. You do of course run the risk of your account being closed so you need to consider the toss up on this.