Amazon exchange refurbed

Allan87

My Echo Spot started flickering so I contacted Amazon who said they'd send out a replacement. What they sent was a refurbished unit with marks on it, not what I wanted. Now they're saying their policy is that exchanged items are refurbed products, but I bought a brand new item, it developed a defect, and now I'm supposed to be happy with someone else's reject?

KatrinaWaves

You have swapped a non working second hand unit for a working second hand unit.

You are not entitled to a brand new replacement. How bad exactly are the 'marks.'

Allan87

KatrinaWaves wrote: »

You have swapped a non working second hand unit for a working second hand unit.

You are not entitled to a brand new replacement. How bad exactly are the 'marks.'

No, I bought a brand new unit, which developed a defect, and they replaced it with a second hand unit.

The marks are scuffs.

KatrinaWaves

Allan87 wrote: »

No, I bought a brand new unit, which developed a defect, and they replaced it with a second hand unit.

The marks are scuffs.

What are you saying 'no' to?

You have a used unit. You do not have a new unit unless it was faulty as soon as you removed it from the box.

If the scuffs are very bad, ask them for another unit (which will also be a refurb but hopefully not a scuffed one)

You are not entitled to a brand new one. You do not have a brand new one.

Zandoni

I hate this practice, it's so annoying if you look after something and then it gets replaced with an inferior condition product. I'd contact them and ask for another, you may get lucky and get a new one.

molerat

How old is the unit ? You have consumer rights and warranty rights. Many warranties for tech will be a refurb swap out. The alternative could be a part refund.

neilmcl

Allan87 wrote: »

No, I bought a brand new unit, which developed a defect, and they replaced it with a second hand unit.

The marks are scuffs.

When did you buy it?

societys_child

They could have repaired yours, but an exchange is much quicker.

[Deleted User]

Zandoni wrote: »

I hate this practice, it's so annoying if you look after something and then it gets replaced with an inferior condition product. I'd contact them and ask for another, you may get lucky and get a new one.

Inferior condition? Theirs wasn't working, the replacement is. I know which one I'd have although it still depends to some extent how long they've had it.

Zandoni

Colin_Maybe wrote: »

Inferior condition? Theirs wasn't working, the replacement is. I know which one I'd have although it still depends to some extent how long they've had it.

If you look after things and they look perfect from the outside, then a scuffed product is certainly inferior.

Apple do the same thing but they actually look brand new.

Les79

Zandoni wrote: »

If you look after things and they look perfect from the outside, then a scuffed product is certainly inferior.

Apple do the same thing but they actually look brand new.

Well, the verdict is still out on the question as to whether OP looked after it... They could have totally trashed it for all we know. Could also be that they have found out that it is a different device (maybe they had scuffed the left side of theirs but the right side of the replacement was scuffed) and saw their !!!! because they didn't get a new one, hence the complaint.


Many people are actually happy to receive a replacement which is WORKING, despite being scuffed. But it sort of depends on the time-frames too (after 1 week I'd want a new one, but maybe 3+ months I'd be happy with a working refurb).


I can see OP's point of view here (and yours too), but depending on the timeframes it is a second hand item with [an undefined] wear and tear (or that which you'd reasonably expect a device to have after that length of time) present. It doesn't seem particularly unfair to receive a refurbishment with SIMILAR wear and tear as replacement.


In terms of the "bigger picture", too, it (hopefully) keeps costs down for consumers and keeps the other niceties, like being able to have an item delivered to you within 24 hours with just 1 click.