Amazon claiming wrong item returned - I'm partially at fault.

jasonwatkins

A couple of weeks ago I ordered a mini-pc from amazon and an m.2 ssd that I had planned to install into it.

When I got the SSD, despite my best efforts, I ended up destroying the cardboard packaging it came in, although the plastic shell was intact.  I ended up binning it because, at the time, I reasoned that I wouldn't need it.

Fast forward to having to return the mini-pc for a variety of reasons, I asked about returning the SSD as well as I no longer needed it and I was told it was ok to do that as it was still within the returns window.  I explained the situation about the packaging and I was told it was ok to send.   I reformatted the drive, placed it back inside the plastic shell it came in, sealed it with sellotape and sent it back, although rather bizarrely, I actually received the refund before i'd sent it.

Yesterday I receive an email from Amazon telling me that I'd returned the wrong item and that they'd also just "disposed" of the "wrong" item I'd sent.   They invited me to send the correct item by November the 15th otherwise no refund would be issued - even though I already have it.

I replied and asked for help understanding what had gone on and I received the usual "Thank you for helping us better understand the activity on your account" email a couple of times.

Then they basically just arbitrarily decided that their decision was final and no further emails would be answered. 

Here's the thing ..

I now know why this has happened and, unfortunately, I think I'm pretty stuffed.

When I installed the SSD into the Mini-PC i'd bought, I had to remove the silver sticker that was on it to correctly install the thermal pads that came with it.  It was barely stuck on at best, so it came off with the lighest of touches.   I stupidly disposed of the sticker along with the packaging, applied the thermal pads and installed it.

What Amazon returns have basically done is nothing more than a visual comparison of the item with, I'd wager, a picture of the item from the website and have clearly decided that the SSD I returned was the wrong one because the sticker is missing.

My problem is, I can't prove any of this.  If they still had the SSD then I suspect a closer inspection would confirm that I had sent back the correct one but I'm faced with essentially having to return the refund I received and have no SSD or trying a chargeback if they claim the money and losing my Amazon account.

I've emailed head office and I'm waiting for a response but if anyone has any ideas then I'd be grateful for your input, but please also don't hold back if you think I've royally screwed all this up because I'm pretty sure I already have.

Aylesbury_Duck

What's the value of the SSD? Considerable?

Unfortunately I suspect you'll be best placed to accept the mistake and keep your account, unless the sum involved is worth the risk?

Sticker or not, the fact it was installed, used and formatted takes it beyond a level of handling that would allow a full refund as an online sale, anyway.

Jono111

Was the sticker you removed the one that has the part number, serial number and item description on it. 

jasonwatkins

Aylesbury_Duck said:

What's the value of the SSD? Considerable?

Unfortunately I suspect you'll be best placed to accept the mistake and keep your account, unless the sum involved is worth the risk?

Sticker or not, the fact it was installed, used and formatted takes it beyond a level of handling that would allow a full refund as an online sale, anyway.

It was £65 quid, so likely an expensive mistake.

Jono111 said:

Was the sticker you removed the one that has the part number, serial number and item description on it. 

At the moment I honestly can't remember but I'd wager that you're probably right.  It was silver foil and I think I could have blown on it and it would have come off.

I'm annoyed at myself really but at the time I had no intention of returning anything.   The autistic part of me is having a hard time being accused of doing something wrong when I know I haven't done anything, but I also know that there's likely only one outcome here.

I don't like the part where Amazon can basically declare "final decision" and ignore any requests to discuss the issue.   That happened to me before when my Steam account was stolen last year and the person who did it got banned from a game they'd purchased and refunded within 24 hours.

I appealed and Amazon decided I was lying, declared "final decision" and ignored everything else I sent.

the_lunatic_is_in_my_head

Generally a retailer can make a deduction for diminished value but Amazon aren't claiming the goods were handled excessively, they are claiming the wrong it was sent back so they should make that available for the OP to collect or acknowledge that it is the correct item and then refund within the requirements of the cancellation regs. 

Amazon can't have it both ways and just say tough tinsel.  

jasonwatkins

I appreciate all the responses, thankyou.

I think at the moment my best bet is to wait and see what, if anything, head office say.  I've got about 17 days before they're going to re-charge me for the SSD so I'm hoping that's enough time to get a response.

I could feasibly email the returns team again and request the item be retrieved and returned to me but I imagine that'll be ignored as well since they've declared "final decision".

jasonwatkins

Ok, I should apologise for not thinking of this sooner because it's painfully obvious.  This is actually what the sticker says from the image on the product order page.  I've verified it's correct because I've googled some images of it installed into motherboards.



Of course it clearly states that the warranty is void if the label is removed but Amazon are claiming I've returned the wrong item rather than a voided warranty.

Annoyingly, I can't find the video I referred to when installing the heat pads.  The only videos I can find are obviously the ones that show you can install the heat pads directly over the top of the sticker .. *rolls eyes*

Manxman_in_exile

jasonwatkins said:

...Fast forward to having to return the mini-pc for a variety of reasons, I asked about returning the SSD as well as I no longer needed it and I was told it was ok to do that as it was still within the returns window.  I explained the situation about the packaging and I was told it was ok to send....

It might not matter, but what were the "variety of reasons " you returned it for?

Was it within the 14 day cancellation window under s29 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk)?

jasonwatkins said:

Ok, I should apologise for not thinking of this sooner because it's painfully obvious.  This is actually what the sticker says from the image on the product order page.  I've verified it's correct because I've googled some images of it installed into motherboards.



Of course it clearly states that the warranty is void if the label is removed but Amazon are claiming I've returned the wrong item rather than a voided warranty.

Annoyingly, I can't find the video I referred to when installing the heat pads.  The only videos I can find are obviously the ones that show you can install the heat pads directly over the top of the sticker .. *rolls eyes*

Are you suggesting you may have voided the warranty?  Why do you think it's a warranty issue?  (You haven't explained why you were returning the items... )

Manxman_in_exile

Comsumerhelpgenius said:

If you returned the item within 14 days and stated in writing  somewhere "cancelling under Consumer contracts" , Amazon is obliged to make a fullrefund and then can sure [sic] you for the difference in value between the brand new product and the product missing some sticker. 

Wrong.

If the value of the goods has been reduced by the consumer's unnecessary handling of them, then the retailer is NOT obliged to make a full refund, and can deduct the loss in value from the consumer's refund.  The retailer does not need either to sue, or even "sure", the consumer to recover the loss in value.

Read s34(9) and (10)(a) here The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk)

jasonwatkins

Manxman_in_exile said:

jasonwatkins said:

...Fast forward to having to return the mini-pc for a variety of reasons, I asked about returning the SSD as well as I no longer needed it and I was told it was ok to do that as it was still within the returns window.  I explained the situation about the packaging and I was told it was ok to send....

It might not matter, but what were the "variety of reasons " you returned it for?

Was it within the 14 day cancellation window under s29 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (legislation.gov.uk)?

jasonwatkins said:

Ok, I should apologise for not thinking of this sooner because it's painfully obvious.  This is actually what the sticker says from the image on the product order page.  I've verified it's correct because I've googled some images of it installed into motherboards.



Of course it clearly states that the warranty is void if the label is removed but Amazon are claiming I've returned the wrong item rather than a voided warranty.

Annoyingly, I can't find the video I referred to when installing the heat pads.  The only videos I can find are obviously the ones that show you can install the heat pads directly over the top of the sticker .. *rolls eyes*

Are you suggesting you may have voided the warranty?  Why do you think it's a warranty issue?  (You haven't explained why you were returning the items... )

With respect, the reason why I returned the items is irrelevant because I returned them well within the allowed return window and I clearly haven't said that I think it's a warranty issue, just that I pointed out that the sticker states that removing it would void the warranty.

Anyway in the past half an hour I've actually received a phonecall from Amazon regarding the email I sent to head office.   I explained the situation fully and said that I fully accept that I am partially at fault for removing the sticker but that I had sent back the correct item.

I confirmed that I had already received the refund and he told me that he would inform the returns team and that I would not be re-charged for the item.   I've just received an email confirming this conversation as well, although it does say "I have provided details of this incident to the team and they will investigate and take appropriate action" so I suppose I'm not completely out of the woods yet.

visidigi

So look at this from Amazon's angle.

You have returned an M2 drive, with no markings, to Amazon for a refund - the person handling the return will know what to look for and, where applicable serial check. If they can't serial check, you've basically just returned a PCB with chips on that could be anything - the only real glance way to know its an M2 is the contacts are on the end not the edge - but that's about all they have to go on.

So given they are expecting a packaged item and all they got back was a plastic sleeve with a PCB in they, as far as there expectations, haven't got the right item back.

And expecting Amazon to return the wrong item isn't realistic, if they do and you don't get it back its on them - you can see why they don't.

I think its unlikely this ends well for you unfortunately.