Faulty Item from Amazon USA

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Wheelbarrow01

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#311989 5-Mar-2024 10:59

Hi All,

I bought a 12V solenoid for my golf cart off Amazon and it doesn't work. Testing with a multi meter confirms it's a dud. It looks like I can request a replacement but only if I send the item back to them. I assume the retail cost for me to send the solenoid back to the USA will be close to or exceed the value of the item ($40).

Has anyone else here claimed for a faulty low value item from Amazon before? Or did you just suck it up?

networkn

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#3203290 5-Mar-2024 11:02

Just going through this with them. I am arguing that since they sold it to me and shipped it to me in NZ, then it's on them to replace or repair, entirely at their cost.

Wheelbarrow01

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#3203299 5-Mar-2024 11:30

networkn:

Just going through this with them. I am arguing that since they sold it to me and shipped it to me in NZ, then it's on them to replace or repair, entirely at their cost.

Your comment is not encouraging, however I just reached out to Amazon via online chat and stated that the cost to return the faulty item from NZ to USA exceeds the value of the item.

There was a long pause while the operator checked with their supervisor and then I got this response:

"i have checked and the item is a returnable item so as per policy need to return the item for a refund . since it is a Global Standard Shipping need to pay . IN this case as an exception i can help you with a return-less refund . You can dispose the item. Would that be helpful? Shall I proceed with the refund?"

I obviously said yes and the refund has just been processed at their end and I have been told to expect the refund to appear against my credit card in 3-5 days.

@networkn maybe request to speak to their chat operator "Pavarthy G"....

SpartanVXL

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#3203313 5-Mar-2024 12:17

In the past I’ve had WD HDD’s rma’d to amazon US without hassle, not sure about nowadays.

johno1234

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#3203314 5-Mar-2024 12:19

networkn:

Just going through this with them. I am arguing that since they sold it to me and shipped it to me in NZ, then it's on them to replace or repair, entirely at their cost.

Totally agree - they are not going to repair it so don't need it sent back.

Bung

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#3203315 5-Mar-2024 12:20

Is the policy for wrong item different? I've had wrong items to return and Amazon sent me a DHL label to print out. I said to the DHL agent that this must make DHL some money and he replied that the Amazon rate was a fraction of what I would have had to pay, unfortunately even though the part was obviously not as advertised they just sent another and the return came back as the 3rd attempt.

johno1234

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#3203316 5-Mar-2024 12:20

Wheelbarrow01:

networkn:

Just going through this with them. I am arguing that since they sold it to me and shipped it to me in NZ, then it's on them to replace or repair, entirely at their cost.

Your comment is not encouraging, however I just reached out to Amazon via online chat and stated that the cost to return the faulty item from NZ to USA exceeds the value of the item.

There was a long pause while the operator checked with their supervisor and then I got this response:

"i have checked and the item is a returnable item so as per policy need to return the item for a refund . since it is a Global Standard Shipping need to pay . IN this case as an exception i can help you with a return-less refund . You can dispose the item. Would that be helpful? Shall I proceed with the refund?" I obviously said yes and the refund has just been processed at their end and I have been told to expect the refund to appear against my credit card in 3-5 days. @networkn maybe request to speak to their chat operator "Pavarthy G"....

Good outcome. I suspect that was a "standard" exception but they don't want to admit so.

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johno1234

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#3203317 5-Mar-2024 12:21

SpartanVXL: In the past I’ve had WD HDD’s rma’d to amazon US without hassle, not sure about nowadays.

Who paid for the return freight?

networkn

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#3203515 5-Mar-2024 21:36

My attempts to 'reason' with Amazon over refusing to pay return shipping didn't result in a no return refund as I had hoped, but if I pay for postage back to the US, then they will credit my account with the same amount (on top of a full refund).

Talk about a faff and a waste of resources. I've had more than 20 years of exceptional experiences with Amazon, some truly exceptional customer service experiences, but recently, it's been... Not great.

It feels like the new CEO is a very different kettle of fish. Amazon made loads of money with an exceptionally customer first approach, seems like the CEO wants to see if he can make the same or more money, without that.

Behodar

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#3203517 5-Mar-2024 22:03

I've had a handful of defective items from Amazon US and have never had to pay to return them. I've never done a chat session or anything, but just used the "received defective item" automated process, resulting in a prepaid courier label.

Wheelbarrow01

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#3203540 6-Mar-2024 00:22

Behodar:

I've had a handful of defective items from Amazon US and have never had to pay to return them. I've never done a chat session or anything, but just used the "received defective item" automated process, resulting in a prepaid courier label.

Interesting. I wonder if it makes a difference who the seller, shipper and customer service agents are?

EG If the below "ships from", "sold by" and "customer service" fields were different for my item, might I have got a different response?

boosacnoodle

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#3203569 6-Mar-2024 07:23

The change of mind process they get you to pay for the return shipping then reimburse you.

Any others, they arrange a return label.

Apparently.

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Behodar

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#3203572 6-Mar-2024 07:27

Wheelbarrow01:

EG If the below "ships from", "sold by" and "customer service" fields were different for my item, might I have got a different response?

Quite possibly. I tend to only buy things that are sold directly by Amazon.

networkn

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#3204275 7-Mar-2024 20:25

networkn:

My attempts to 'reason' with Amazon over refusing to pay return shipping didn't result in a no return refund as I had hoped, but if I pay for postage back to the US, then they will credit my account with the same amount (on top of a full refund).

Talk about a faff and a waste of resources. I've had more than 20 years of exceptional experiences with Amazon, some truly exceptional customer service experiences, but recently, it's been... Not great.

It feels like the new CEO is a very different kettle of fish. Amazon made loads of money with an exceptionally customer first approach, seems like the CEO wants to see if he can make the same or more money, without that.

My wife took this very small box to NZPost, who quoted...... $135 to send it back to the US. Yes, you read that correctly. $135!

Contacted Amazon and asked them to verify they wanted me to return the item for $85USD and that upon receipt of the item, they would credit me the $60USD for the item, and $85 USD for the shipping.

They 'generously' decided to refund me the $60USD with no need to return it. Fourth time of asking.

It's probably cost me 3 x that in time!

SpartanVXL

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#3204376 8-Mar-2024 10:07

johno1234:
SpartanVXL: In the past I’ve had WD HDD’s rma’d to amazon US without hassle, not sure about nowadays.

Who paid for the return freight?

Amazon did, like Behodar it was a prepaid label.