Amazon return/reason help please

Borgund

Hi,

I'm sorry if this is the wrong place but it was my best guess so please move if necessary.

I really need some help with returning an item sold directly by Amazon - not a third party seller - and I'm clueless with the process having never done this before (I've extremely rarely ever bought anything online).

The item is a radio and the issue is with the station text info on the display showing programme details, and for music stations also the artist and song. It's the last bit which is the critically important thing to me otherwise I wouldn't really have bothered about it to be honest.

The issue is bizarre in that it only affects BBC radio stations but none of the others. Essentially the programme info either displays for a few moments, seconds, or not at all, reverting to the BBC radio station logo on the display and that's it: you can't get the programme info back no matter what.

After numerous factory resets, checking and re-checking settings, I reached out to Roberts whose tech support replied:

"I am sorry to hear you are not happy with your Rambler Classic.

 I have checked this on our Rambler Classic, this is the normal operation of the radio.

I am not sure why this happens only on the BBC stations, but it does appear to be the same on all Rambler Classics."

Needless to say I want to return it and obtain a refund and I have two questions. 

The first is from the return reason drop down screen: which of the following options would be the most appropriate? It's not obviously "faulty", which as far as I'm concerned it most definitely is so I'm lost as which to choose.

•No longer needed

•Item is defective or does not work

•Found better price somewhere else

•The Item and delivery box are both damaged

•Unauthorized purchase

•Performance or quality not adequate

•Wrong item was sent

•Accidental order

•Arrived in addition to what was ordered

•No reason given

•Incompatible or not useful for intended purpose

•The item is damaged but the box or envelope is undamaged

•Missing parts or accessories

•Description on website was not accurate 

If I were to go down the faulty route - or whichever is suggested - is there a follow-up screen to explain the issue and to include Roberts' reply? My biggest fear is they'll plug it in to test it and see nothing wrong as its not an obvious issue and reject the return.

I still have all of the packaging etc but I have no idea how I'm going to put it all back together again. I'm elderly and can get muddled and confused with these things and I'm absolutely dreading having to attempt it as I can see it ending badly. 

I'm very upset by this as apart from it wasn't cheap I love listening to the radio but I simply can't use it with the issue of it not displaying music details on these stations. If anyone can offer any help or advice on this I would be very grateful.

Thanks for reading and your patience.

marcia_

 It's not faulty but I would use "Description on website was not accurate" or "Performance or quality not adequate"

 Amazon are pretty good at accepting returns regardless of what option you choose in my experience 

mta999

I agree - I would not worry Amazon are very good at accepting returns

HampshireH

You can use their online chat too if you're not sure

Borgund

marcia_ said:

 It's not faulty but I would use "Description on website was not accurate" or "Performance or quality not adequate"

 Amazon are pretty good at accepting returns regardless of what option you choose in my experience 

Thanks for the reply.

I'd thought that myself to be honest but as I said I'm absolutely dreading having to repack it as I'll have no idea what goes where.

I received the radio at the very beginning of the month and used it for about 5 days until I received Roberts' reply above. I went back to using my other radio until I purchased a different one locally last Wednesday.

Guess I'll just have to do my best with the packing and hope they don't reject it. It wasn't cheap so I'll be very upset if they do.

Thanks again though.

Borgund

HampshireH said:

You can use their online chat too if you're not sure

I don't have a computer and I find it impossible to do on mobile. It always ends in catastrophe!

the_lunatic_is_in_my_head

marcia_ said:

  "Description on website was not accurate" 

I would pick this option as Amazon should provide a paid return label.

Performance no adequate might require you to pay the return. 

If you don’t return stuff often, buy a lot or are a Prime member and the radio goes back in good condition with all the accessories hopefully it won’t be an issue 🙂

marcia_

Borgund said:

marcia_ said:

 It's not faulty but I would use "Description on website was not accurate" or "Performance or quality not adequate"

 Amazon are pretty good at accepting returns regardless of what option you choose in my experience 

Thanks for the reply.

I'd thought that myself to be honest but as I said I'm absolutely dreading having to repack it as I'll have no idea what goes where.

I received the radio at the very beginning of the month and used it for about 5 days until I received Roberts' reply above. I went back to using my other radio until I purchased a different one locally last Wednesday.

Guess I'll just have to do my best with the packing and hope they don't reject it. It wasn't cheap so I'll be very upset if they do.

Thanks again though.

 You can repack in a different bigger box with lots of bubble wrap. Include as much of the original packaging you have left. 

twopenny

Performance not adequate or Not useful for intended purpose - but the first sounds more forceful.

Do you have a returns label? 
If not they are on the website for printing out. Took me an age to find it and in the end I got the help of the ladies at the library to help and printed it there. 

I agree that Amazon don't usually quibble. They don't have time money spent on resources like that.

Lay the packaging bits out take your time and do it bit by bit. It should become more obvious then. Sometimes they don't fit quite right but as long as it's wrapped against damage you're good to go.

Arunmor

Are you sure it is a radio issue and not a BBC issue?

born_again

marcia_ said:

Borgund said:

marcia_ said:

 It's not faulty but I would use "Description on website was not accurate" or "Performance or quality not adequate"

 Amazon are pretty good at accepting returns regardless of what option you choose in my experience 

Thanks for the reply.

I'd thought that myself to be honest but as I said I'm absolutely dreading having to repack it as I'll have no idea what goes where.

I received the radio at the very beginning of the month and used it for about 5 days until I received Roberts' reply above. I went back to using my other radio until I purchased a different one locally last Wednesday.

Guess I'll just have to do my best with the packing and hope they don't reject it. It wasn't cheap so I'll be very upset if they do.

Thanks again though.

 You can repack in a different bigger box with lots of bubble wrap. Include as much of the original packaging you have left. 

If you use the post office option. They just pack them in a plastic bag.