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[Praise] Amazon customer serviceI recently bought an electrical component for a washing machine.
Unfortunately, the part was defective.
That's the down part.
But the GOOD part is:
1) On their website it was easy to arrange a return and print a pre-paid return shipping label.
2) As soon as I dropped the package off at a UPS store and it was scanned into the UPS computers, AMAZON processed a refund. In other words, the refund was issued before Amazon physically received the return package. That's impressive. |
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MoebiusTrip
Anon
2014-Sep-26 10:15 pm
Have had to use Amazon's CS several times and it has never been less than a stellar experience.
When Amazon stocks it -- big item or small -- I find myself comparison shopping less and less because I know it'll be a hassle-free purchase. |
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ptrowskiGot Helix? Premium Member join:2005-03-14 Woodstock, CT |
to PX Eliezer1
Glad to hear it. I will be dropping off an Amazon return at a UPS store today. |
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FureverFurryRIP Daphne: 3/12/05 - 6/19/12 Premium Member join:2012-02-20 49xxx Zoom 5341J ARRIS WBM760 Vonage VDV-21
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to PX Eliezer1
Amazon CS is fantastic ! I've had to contact them about 3 times in a 5 year period and they have been nothing but stellar in making things right: twice it was for "busted" delivery on their 1-day Amazon Prime (using a 3rd party shipper) and once for a damaged item.
And - their email contact replies are germaine to the topic; none of this robotic cut/paste responses. I LOVE AMAZON !! |
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to PX Eliezer1
Yeah reminds me of the time i bought Settlers of Catan from Amazon. The delivery driver dropped it off at the wrong house. First Amazon tried to get the driver to go back and get it. (package was gone by then) after that they refunded me a little later in the day when the driver reported that the package was no longer at the residence it was delivered to. Needless to say what ever your problem may be Amazon tends to be on top of things when things do go wrong. |
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ptrowskiGot Helix? Premium Member join:2005-03-14 Woodstock, CT |
to PX Eliezer1
Just a follow up. I dropped off my package at a UPS store on Friday afternoon, Saturday morning I received an email saying they processed my refund. Not bad service at all. |
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to PX Eliezer1
they have always been stellar. never had a hiccup with any return.
when a 3rd party vendor stiffed me for a 'restocking fee' for returning an unopened product, amazon gave me a $10 credit for the trouble. |
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cb14 join:2013-02-04 Miami Beach, FL |
to PX Eliezer1
While my experience with Amazon customer service and Amazon direct sales has been 5 stars, it has been far less so with 3d party sellers there. Returns are often lengthy and cumbersome, with a lot of e-mails needed, you always loose the often exorbitant shipping costs some 3rd party sellers charge plus you have to pay your own retail customer shipping costs and you often wait an excessive amount of time for a sometimes meager refund. I found out that in some cases it's better to throw away the item than to return it. But again, that's third party sellers only. |
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Mele20 Premium Member join:2001-06-05 Hilo, HI |
to PX Eliezer1
I had a terrible experience with Amazon when I ordered two items (not third party vendors) directly from Amazon in November 2013. This was the only time I have ever ordered from Amazon as most items that I need cannot be shipped to Hawaii. One was defective but it took repeated chats to return the item and TWO MONTHS I had to wait after shipping it to them before I got a refund. The other item I kept because it would have been an even worse nightmare to return to them. Amazon had told me that I would have to pay the shipping to return the item even though defective. It was heavy so would have cost a lot from Hawaii and they said a refund would take months.
Both items, one heavy and the other a memory foam pillow were thrown into the same box. The box was gigantic in size and there was only one small wadded piece of paper inside so the pillow got crushed by the heavy second item as it slid around all over the interior of the box. When the box was delivered, it was all beat up and had holes in it and an open ragged corner. I took photos of it before I opened it and I uploaded the photos to Amazon's shipping complaints page.
In dealing with this mess, I had to do that all online. That is just awful. If there is a problem you should be able to TALK ON THE PHONE to a human. Amazon is the only business I've ever heard of that you couldn't call them if needed. After I finally got my money back for the defective pillow, I had to endure a year now of spam from Amazon. I also made the mistake of posting my one and only review (of anything at Amazon) of the pillow at Amazon. It was a mistake because Amazon then pestered me repeatedly to post answers for questions people had about the pillow (not about my review) in general. Amazon bugged me for months to post a review of the other item I had ordered...geez.
To me, the ONLY reason to shop online is because you cannot get the item locally. But when it comes to Hawaii usually Homeland Security has banned shipping to Hawaii (more and more items are on the banned list every year). So, I dread seeing the closing of most malls across the nation in the next few years as if that happens in Hawaii it will be back to the dark ages for us. |
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H_T_R_N (banned) join:2011-12-06 Valencia, PA |
H_T_R_N (banned)
Member
2014-Nov-9 9:29 am
said by Mele20:I had a terrible experience with Amazon when I ordered two items (not third party vendors) directly from Amazon in November 2013. This was the only time I have ever ordered from Amazon as most items that I need cannot be shipped to Hawaii. One was defective but it took repeated chats to return the item and TWO MONTHS I had to wait after shipping it to them before I got a refund. The other item I kept because it would have been an even worse nightmare to return to them. Amazon had told me that I would have to pay the shipping to return the item even though defective. It was heavy so would have cost a lot from Hawaii and they said a refund would take months.
Both items, one heavy and the other a memory foam pillow were thrown into the same box. The box was gigantic in size and there was only one small wadded piece of paper inside so the pillow got crushed by the heavy second item as it slid around all over the interior of the box. When the box was delivered, it was all beat up and had holes in it and an open ragged corner. I took photos of it before I opened it and I uploaded the photos to Amazon's shipping complaints page.
In dealing with this mess, I had to do that all online. That is just awful. If there is a problem you should be able to TALK ON THE PHONE to a human. Amazon is the only business I've ever heard of that you couldn't call them if needed. After I finally got my money back for the defective pillow, I had to endure a year now of spam from Amazon. I also made the mistake of posting my one and only review (of anything at Amazon) of the pillow at Amazon. It was a mistake because Amazon then pestered me repeatedly to post answers for questions people had about the pillow (not about my review) in general. Amazon bugged me for months to post a review of the other item I had ordered...geez.
To me, the ONLY reason to shop online is because you cannot get the item locally. But when it comes to Hawaii usually Homeland Security has banned shipping to Hawaii (more and more items are on the banned list every year). So, I dread seeing the closing of most malls across the nation in the next few years as if that happens in Hawaii it will be back to the dark ages for us. I have NEVER had anything like this happen. I have returned things because of shipping damage, being defective and a couple times I just changed my mind after receiving. When there was damage or defect they paid the shipping. When I changed my mind I paid, and had no problem doing so. It sounds to me like you bought from a 3rd party seller and not directly from Amazon, especially with the restocking fee. Amazon does not have restocking fees. |
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1 recommendation |
to Mele20
said by Mele20:In dealing with this mess, I had to do that all online. That is just awful. If there is a problem you should be able to TALK ON THE PHONE to a human. Amazon is the only business I've ever heard of that you couldn't call them if needed. I have talked to Amazon customer service on the phone. There is a contact page on the website where you put in your phone number, then they call you back within a couple of minutes. Have done this about 3 times. |
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Netgear R6300 v2 ARRIS SB6180
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to Mele20
amazon tried to make me pay shipping back for a defective item a long time ago (2010 i think), they however changed their mind when i told them id just do a charge back and if they wanted it to come get it. suddenly i had a prepaid label in my email.
the only other times i had issues was with 3rd party sellers, and even then they addressed the issues even if begrudgingly like the company that mailed a battery (cant think of the proper term, the kind for door bells and car alarms? AAA diameter but half the height?) in a small padded envelope but only paid standard first class rate (if it bulges the usps charges extra) showed up postage due 2 dang weeks after i was supposed to get it. had to scan the postage due notice and they refunded the difference, though they did complain the whole time and refused to give me a dime for the extra shipping time (there fault mind you). complained to amazon about that and next thing you know i get a $10 off my next purchase coupon from amazon.
even with 3rd parties a lot of them dont want the grief, ive had some give full refunds for defective products and not want the product back. even had one where it was perfectly good not opened but they sent the wrong thing, they sent a replacement over night fedex and didnt want the other back.
ive had one ship amber vials with glass stoppers (the kind used for essential oils) in thin bubble wrap, but didnt make sure the droppers where tight so two of them where broken in the bottles, only thing they asked for was a picture of both droppers side by side and they shipped replacement droppers.
i think in most cases it comes down to how you word your complaint, i all ways type up my complaint in a txt doc and WAIT a while to "cool down" then reread it, change things that probably shouldnt be in it etc before actually sending it off. id say 99% of the time ive had good results.
i am however of the mindset that if its defective i shouldnt pay a dime to send it in. i think the same for a warranty. just had an mSATA go belly up not even 6 months after purchase, the manus site is not blind friendly (im legally blind and color blind, they aparantly use a red/black captcha that changes as you type, obviously i cant see red and they had NO audio option) they did apologize for that, but all so gave me a label to ship to them. id hope so since something like that shouldnt just die out of no where after 6 months of normal use.
as for the call in, i personally prefer email. then again i have severe social anxiety disorder and i hate hate hate when companys (cough mediacom cough) force me to call in and "talk" like its going to be any different than an email. other than giving me a panic attack and ticking me off.
p.s. you really want an excersize in futility, try to reach a human at facebook to solve a log in circle jerk that they caused by removing the registered and verified cell phone number on the account, when the account was set for verification through txt for any unknown log ins and only figuring it out after having your old pc go belly up. |
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BKayrac Premium Member join:2001-09-29
1 recommendation |
to PX Eliezer1
It's strange to me how you guys have problems with amazon. I live in the boonies, and have amazon prime, so I buy a lot of stuff off amazon. Never, ever have had a problem with any problems or concerns.
Hell just today, I ordered a portable charger for my girlfriend in pink. It came as gold, talked to amazon, they are sending a new pink one, overnight shipping, and letting me keep the gold one.
That resonates through every experience I have had with them as well. |
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cb14 join:2013-02-04 Miami Beach, FL |
to Mele20
Something is strange here. I spoke to Amazon customer service several times and I had never any problem getting hold of them. As a matter of fact, i would call their CS stellar. I returned items to Amazon simply because i did not like them, got all my money back including return shipping with zero hassle. As a matter of fact, i got my refund on my CC in the very moment UPS put the return shipment into the system As I said, there are issues with third party vendors on Amazon but even there Amazon has some minimum guarantees. For example, Amazon guarantees refunds except for shipping costs, but even shipping costs have to be refunded if the item was defective. Yes, it takes often extraordinary hassle and weeks of time but you get it one or the other way. It's important to choose carefully because on non defective items you will incur significant losses. So if you order an item for 0.01$ with 7.99$ shipping and handling fees and you do not like it, donate it to a charity store and do not try to send it back.. On the other hand, in FL you have to pay sales tax on Amazon direct but not on third party vendors. |
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1 recommendation |
WillRegSoon
Anon
2014-Nov-9 10:36 pm
I suspect one's profile / history is pulled up when requesting CS and that 'troublemakers' (e.g. frequent returners) are considered abusers of the system and get treated accordingly. There may be customer "grades" on the CS's screen as well. |
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cb14 join:2013-02-04 Miami Beach, FL |
cb14
Member
2014-Nov-10 12:21 am
That's entirely possible. I had several returns to third party vendors ( which do not affect Amazon in any way) but only one (though pricey) to Amazon direct for the sole reason of not liking the purchase. I can imagine that there are lot of people who abuse the system . I definitely try not to, plus even with the 5 star treatment it's still a hassle to package it and send it back. On the other hand it's important that they are not too optimistic in their product description. |
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TheBionicFunkier than a mohair disco ball. Premium Member join:2009-07-06 united state |
to PX Eliezer1
I have had nothing but great experiences with Amazon service. My better half did all of her Christmas shopping on Amazon one year (maybe $250 worth of various stuff shoved into one box), and the package never showed. The tracking number showed the box got to our post office but disappeared from there. The USPS admitted fault. Upon speaking with the post office, Amazon immediately issued a full refund for the whole order as a replacement shipment wouldn't have made it by Christmas. We never did get delivery, my guess is someone just stole it. My first Kindle tablet was defective (had a strange line in the middle of the screen). Five minutes on the phone and they had another one in the mail for next day delivery at no charge. I had a co-worker that routinely ordered many pairs of shoes at once, tried them on, picked the ones she liked, and returned the rest. AFAIK she never once paid return shipping. Reading Mele20 's account, I have to think that living in Hawaii must have something to do with it. If I had to guess I'd think they have a shipping ceiling. Below the ceiling, Amazon will pay and not argue. Above the ceiling they probably want to fight paying shipping charges. That's just a guess but makes sense from the evidence given. |
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(Software) OPNsense Ubiquiti UniFi UAP-AC-PRO
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to PX Eliezer1
I just got f**ked by Amazon myself..
Long story short....
Basically they don't give a fuck if third party sellers on their site lie about item info (brand, model, description).. Bought an Alternator for my car that was claimed to be one brand (Alternators mostly look similar with few if any marking) , 6 months later I try to get warranty support though the "manufacturer" only to find out its not one of theirs, tried to contact the seller, no response, and they change the brand listed on the site/item after contacting them (which I pointed out to Amazon and they acknowledged) and I have been working (fighting) with amazon about it for two weeks, and now they say you waited to too late f**k off. |
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H_T_R_N (banned) join:2011-12-06 Valencia, PA |
H_T_R_N (banned)
Member
2014-Nov-16 12:02 pm
Exactly how long should they cover your purchase? I'm gonna say your answer is going to be somewhere around 6 months, right? Amazon did not make the part or warranty it. Not sure what your expecting them to do. When you go for the lowest dollar item you should not be shocked when you get fucked. |
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JackoramaI Am Woman Premium Member join:2008-05-23 Kingston, ON
1 recommendation |
to PX Eliezer1
I bought some dog toys on Amazon and 1 was defected, they gave me a refund and told me to keep the item. It turns out it needed 2 new button batteries, so I unstitched the toy, put new batteries in the sound box, and restitched the toy. Good as new. The only thing I found that shocked me was that I just ordered a.....ahem.....really personal product and they want me to share it on Facebook. No thank you. I can see my mother asking about how good it is (my dad says were like girlfriends), but anyone else in my family??? I don't think so. Thank god, I haven't linked my FB to Amazon. And if anyone asks how good it is, I don't know. It expected Tue. or Wed. |
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TheBionicFunkier than a mohair disco ball. Premium Member join:2009-07-06 united state
2 recommendations |
This thread just got interesting. |
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Del_Gue join:2001-10-03 Lancaster, OH 1 edit |
to PX Eliezer1
I have had many problems with Amazon Customer Service in the past, especially late shipping on my Prime membership, so it's certainly not all good. Still their return policies do keep me coming back. |
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BKayrac Premium Member join:2001-09-29 |
BKayrac
Premium Member
2014-Nov-17 9:02 pm
said by Del_Gue:I have had many problems with Amazon Customer Service in the past, especially late shipping on my Prime membership, so it's certainly not all good. Still their return policies do keep me coming back. The question is, was the shipping carrier to blame due to something like weather? |
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FureverFurryRIP Daphne: 3/12/05 - 6/19/12 Premium Member join:2012-02-20 49xxx Zoom 5341J ARRIS WBM760 Vonage VDV-21
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to Napsterbater
I said by Napsterbater:Basically they don't give a fuck if third party sellers on their site lie about item info (brand, model, description).. I contacted Amazon about a 3rd party seller selling "a rare, limited edition book" for $9,999.99 -- and having 18 copies. (Note the "a" which generally denotes singular). Short story from Amazon: they are not responsible for 3rd party listings and use due diligence. When I've had to contact them (once by phone; several times by email) they have been very responsive and quick to make things right. |
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Del_Gue join:2001-10-03 Lancaster, OH 1 edit |
to BKayrac
said by BKayrac:The question is, was the shipping carrier to blame due to something like weather? No Actually Amazon does make a strong attempt to satisfy on most purchases. If you contact Customer Service by phone you will most times get a low level untrained rep who likely just wants to get rid of you. However, if you answer the 3 question survey they email to you shortly thereafter with negative scores, they will try to reach you again with someone who actually listens to your problem and tries to resolve it. |
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BKayrac Premium Member join:2001-09-29 |
BKayrac
Premium Member
2014-Nov-20 7:01 pm
said by Del_Gue:said by BKayrac:The question is, was the shipping carrier to blame due to something like weather? No Actually Amazon does make a strong attempt to satisfy on most purchases. If you contact Customer Service by phone you will most times get a low level untrained rep who likely just wants to get rid of you. However, if you answer the 3 question survey they email to you shortly thereafter with negative scores, they will try to reach you again with someone who actually listens to your problem and tries to resolve it. I always go with the chat personally. For instance my last time, with a product that was sent as the wrong color(bought pink for my girlfriend, came as gold) me:Product received was gold, and I had ordered pink. CS:Order number please me:THISISAFAKEORDERNUMBER CS:Heres what I can do for you, I can ship you the correct color again with 1 day shipping. And because of the hassle, you can just keep the originally received one. That was basically it, I literally just said I received the wrong color, and they came out right away and offered to ship a pink one again, 1 day shipping, and told me to keep the other. Again I literally just said it was the wrong color. Thats how CS should be, and thats how it has been every time, for me at least.......To be honest, I figured that was simply how they did business, but I am beginning to think they use the 'noted account' system, where if you are rude, or abusing something, etc etc they note your account and start screwing you over. But I don't know if any of you have done anything like that to get blackballed :P |
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monchis Premium Member join:2002-12-09 00000 |
to PX Eliezer1
I love Amazon.
Always have great experiences with them. |
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