A chat with Amazon....
You're now connected to Govindaraj from Amazon.co.uk
Me:Hi yesterday I had a chat conversation here about a faulty mains adapter which came with the order I placed: ORDER # 205-9738485-2982704. I was told £15 was being refunded to me as the item was out of stock and therefore a replacement couldn't be sourced and I would have to purchase my own replacement or get it repaired. I was told I would get an email confirming the refund. This has not appeared in my inbox and in the mean time I have both purchased a replacement AND noticed that the item concerned IS in stock on amazon
Govindaraj:Thank you for contacting Amazon.co.uk. My name is Govindharaj. May I know your name, please?
Am I chatting with David?
I understand that you have been promised to issue a partial refund of 15.00 GBP for the defective item by yesterday.
Govindaraj:Unfortunately our colleague have failed to issue a refund for your order.
In order to help you, I'll issue a refund for your order now.
Me:ok thank you. But cvan you also check if it is possible to simply send out the replacement adapter since the item it is part of is in stock?
Govindaraj:I'm afraid, we are unable to send a adapter as a replacement for your order.
I'll issue a partial refund in the form of Promotional Gift Certificate right now for placing new order straightaway.
Me:Hang on. That's not a refund.
Govindaraj:Yes. This is how we can issue a refund for your order.
Otherwise, we cannot issue a partial refund for your order in other form.
As per our Amazon Standard policy, we cannot issue partial refund for the items which are sold by our sellers.
If you are not happy with the discount, I suggest you to return the item for a refund.
Me:Thanks so much. I will of course bear this in mind in all future transactions with amazon. This was a prime vendor. What is the point of prime if you default on your legal responsibilities as soon as anything goes wrong?
Govindaraj:I understand that you are a prime customer. When the item gets defective which are purchased from our seller, we should ask our customer return the item for a refund. We cannot send a replacement for the seller's fulfill item.
I'll send the return label with additional return details vai email.
Please return the item to us for a refund.
After reviewing our previous correspondence with you, please accept my apologies for any misunderstanding caused. The promise which was made by our colleague by yesterday was an incorrect one.
So, I suggest you to return the item for a refund.
Me:NO it's o late for that I have already purchased a replacement (on amazon) for the mains adapter and it is showing that it has been despatched - so I'd end up with a useless adapter I've paid for (and not out of a gift voucher as I was excpecting a REFUND as told yesterday. So, please issue the refund as promised yesterday. My daughter is now using the item under battery power. Yesterday's promise made me spend MORE money with amazon (ie cash not gift certificates.). Get this osrted between you and tell me what you are going to do to correct both the delivery of a faulty item and poor communications internally.
Govindaraj:I'm sorry, we are unable to issue a refund for your order in the form of Gift Certificate. We can only issue a partial refund in the form of Promotional Gift Certificate.
Me:Then you had better add the cost of the additional item I paid cash for yesterday as a minimum - £8.03p. And this would have to be without prejuidice since I do not know at this stage if this will solve the problem
Govindaraj:Please understand, David. We can issue a refund in the form of promotional Gift certificate you can make use of that for placing your next order.
Me:I do understand. And I'm saying I have already spent money in the expectation of my refund being a refund. So I am asking in respect for that that you make the gift certificate up to £15 + that additional £8.08 ie (£23.08) and this remains without prejudice with the caveat that the replacement I purchase resolves the issue,
Govindaraj:I'm afraid, we are unable to issue a refund of £15 +£8.08 for your order.
Me:So that means you accept no blame for the misinformation I was given yesterday and the subsequent purchase I have made, just so we are both clear?
Govindaraj:Please understand, David. As per our Amazon Standard policy, I can only help you by issue a 15.00 GBP refund in the form of Promotional Gift Certificate.
Me:Govindaraj, please understand how much money I spend with Amazon each year. Do you want to lose that for the sake of a £8.03 in gift certificate. That's where we are headed right now so you may want to check if you can make an exception before we close.
Govindaraj:Alright, I will issue a partial refund of £8.03 for you in the form of credit payment which you have spend for the another product as an exception.
Please note this is against our standard policy, I'll going to do that as an exception.
Me:Thank you. And so I am clear you will do this in addtion to the £15?
Govindaraj:I'm sorry, we cannot issue a refund of 15 GBP as a promotional credit for the purchase.
When you will return the item, we will issue full refund for the purchase.
*return the item in future.
Nazeera:Hello, my name is Nazeera.
Thank you for contacting Amazon.co.uk. May I have your name, please?
Me:we just lost connection. I was speaking with Goindaraj and had been for some time
May I place the chat on hold for a minute or two while I check this order for you?
Me:Hello can you reconnect me with Govindaraj please?
Nazeera:I’m sorry this is taking longer than expected. Please bear with me while I research your query.
Thanks for waiting.
: I understand that you have been promised to issue a partial refund of 15.00 GBP for the defective item by yesterday.
Nazeera:I'm afraid, we are unable to issue a refund of £15 +£8.08 for your order.
Me:I have spoken at length about this with Govindaraj. For too long. And I have much to do. so what's going on?
Nazeera:As per our Amazon Standard policy, I can only help you by issue a 7.00 GBP refund in the form of Promotional Gift Certificate, else I will issue refund for the order £8.03.
Me:So what are you doing about my defective item, the fact I was misinformed and have made another cash purchase on amazon as a result of that misinformation and now have spent a further half an hour repeating the whole story because you failed to send the refund yesterday.
Nazeera:As per our Amazon Standard policy, we cannot issue partial refund for the items which are sold by our sellers. My colleague has promised with this incorrectly and he has already been coached on this.
Me:Which helps me not one jot. Planet's most customer centric company? I don't think so. This was a prime vendor. Take some responsibilty for that badge.
Me:Oh - right anoth4r lost connection huh?
Lavanya:Hello, my name is Lavanya.
Me:And you are the third person I have spoken to on this. Can you resolve in the next 2 minutes?
Lavanya:I'm sorry your previous chat was disconnected. I will try and help you with your query.
Me:YOu know all about it? Because I'm not goign over it all again
Lavanya:May I know the name, e-mail address, and the first line of your billing address on your account, please?
Me:David Cushman, firstname.lastname@example.org. xx xxxxxxxxx xxxx. And I've really had enough of this by now.
Lavanya:Thank you for the details.
In this case, It is not possible to issue a partial refund for the item. I request you to please return the item for full refund.
Me:I have explained a million times. It is workign with bastteries currently. I have bought a replacement mains adapter for it on amazon yesterdasy aft5er I was told I was getting a £15 refund to cover that yesterday.
I have no more time to discuss this. Please check with Govindaraj, Nazeera and crucuially your management before we waste any more of my time. email me your resolution and I will add it to this:thanks
MORE TO COME
Posted by David Cushman at 4:43 pm