Amazon returns issue under repair!
Lezarmanfr
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I apologize in advance if this isn’t the right link forum to post this topic but I couldn’t put it under site review or other since I didn’t have the rights.
Hello everyone,
So here is the little story...
About 1 year ago, I bought a Acer V Nitro laptop on the Amazon site.
Recently the PC suddenly shut down with no way to turn it back on whether plugged in or not (when plugged in there is also no charging LED).
I therefore contacted Acer because it is guaranteed for two years, and here comes the first problem: they ask me to send them the invoice for the laptop, so I print it via my Amazon account and it turns out that the SNID number (serial number of the PC) on the invoice does not match the one under the PC!
So I turn to Amazon to ask why and if I could still have it repaired or if they could at least fix the serial number so that my warranty works.
They tell me to follow the email sent, they will take care of it and will send it to their authorized repair center to proceed with the repair themselves.
So I print the return label received in the email and I send the Colissimo to my postal center.
On Laposte.fr my Colissimo is marked as delivered the day after on December 2, 2017.
Finally after a few days waiting on my Amazon account I see "Return received: December 8, 2017"
I tell myself YES since it’s about 10 working days, the repair and return I’ll have it soon.
But yesterday to my great surprise I receive an email from Amazon telling me they are processing a refund for my PC, because there was a shipping issue and basically my PC was lost and the center did not receive it!
I call customer service and explain that it’s not possible I have two proofs, the Colissimo proof and the proof on my Amazon account.
In very mediocre French, the person on the phone keeps telling me that nothing can be done, it says shipping issue, that the package is lost and therefore they refund me.
The problem is that since it shut down and I couldn’t turn it back on, none of my data could be saved elsewhere and as indicated in the email they sent me for returning my package.
In the box I slipped my IDs and passwords so they could access my PC.
So I no longer have a PC, no data and finally some data stolen by them in a way because in the PC there are passwords and other account details like Paypal, etc...
After half an hour with the guy saying "I don’t care how we sort this out now, I have proof that you received it and you tell me you didn’t", he then says he will open an investigation to learn more and try to locate my package.
Here is my current problem.
Can you help me in this dilemma.
Should I file a complaint?
Can I ask for compensation for the loss in addition to the refund (knowing that the refund was automatically made without my prior consent)?
I am lost and disoriented.....
Hello everyone,
So here is the little story...
About 1 year ago, I bought a Acer V Nitro laptop on the Amazon site.
Recently the PC suddenly shut down with no way to turn it back on whether plugged in or not (when plugged in there is also no charging LED).
I therefore contacted Acer because it is guaranteed for two years, and here comes the first problem: they ask me to send them the invoice for the laptop, so I print it via my Amazon account and it turns out that the SNID number (serial number of the PC) on the invoice does not match the one under the PC!
So I turn to Amazon to ask why and if I could still have it repaired or if they could at least fix the serial number so that my warranty works.
They tell me to follow the email sent, they will take care of it and will send it to their authorized repair center to proceed with the repair themselves.
So I print the return label received in the email and I send the Colissimo to my postal center.
On Laposte.fr my Colissimo is marked as delivered the day after on December 2, 2017.
Finally after a few days waiting on my Amazon account I see "Return received: December 8, 2017"
I tell myself YES since it’s about 10 working days, the repair and return I’ll have it soon.
But yesterday to my great surprise I receive an email from Amazon telling me they are processing a refund for my PC, because there was a shipping issue and basically my PC was lost and the center did not receive it!
I call customer service and explain that it’s not possible I have two proofs, the Colissimo proof and the proof on my Amazon account.
In very mediocre French, the person on the phone keeps telling me that nothing can be done, it says shipping issue, that the package is lost and therefore they refund me.
The problem is that since it shut down and I couldn’t turn it back on, none of my data could be saved elsewhere and as indicated in the email they sent me for returning my package.
In the box I slipped my IDs and passwords so they could access my PC.
So I no longer have a PC, no data and finally some data stolen by them in a way because in the PC there are passwords and other account details like Paypal, etc...
After half an hour with the guy saying "I don’t care how we sort this out now, I have proof that you received it and you tell me you didn’t", he then says he will open an investigation to learn more and try to locate my package.
Here is my current problem.
Can you help me in this dilemma.
Should I file a complaint?
Can I ask for compensation for the loss in addition to the refund (knowing that the refund was automatically made without my prior consent)?
I am lost and disoriented.....
2 answers
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Hello,
Even if the PC had been repaired, your data would probably have been lost anyway...
It is up to the user to take precautions by making regular backups.-
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The issue is not about backing away from data loss that could occur even if repairs are made! It’s about knowing what recourse I have, I gave them one of my PCs to repair, not for them to take it for themselves as I suspect (even if I’m still looking for the reason to do this besides losing customers).
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Hello,
As already said, for the years it would be grilled anyway, as they would probably be deleted once the repair is done. Therefore it would have been impossible to recover.
Regarding the refund, it is at the value of the device. However, it could have genuinely gotten lost. Not between you and Amazon, but between Amazon and its service provider, for example. It’s a real mess the handoffs between them and the repairs. Not to mention that it could have taken a hit on the way and be damaged even more and the company on the other side said it was a "transport problem" ...
Filing a complaint will be useless for now. At worst, sending a formal notice by registered mail with acknowledgment of receipt, which will then provide an official record and allow you to file a complaint, although there is a good chance it won’t yield more results.
Finally, it was also your responsibility to verify that the receipt received matches the product well, with the correct numbers etc., before needing it for a warranty or other.
~ Knowing how to listen is to possess, in addition to one's own, the brains of others... said Leonardo da Vinci.
~ “The art of writing is above all to make oneself understood“ — Eugène Delacroix
