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Old 04-01-2008, 07:40   #1
JamesK
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Amazon.com - Does the left hand know what the right hand is doing?

I ordered two Veronica Mars box sets from Amazon when they were $14.99 each. Came to $38.95 for the pair inc postage. I paid in GBP; total of £19.54 or £9.77 each.

Anyway, one disc in one set was stuffed so I sent them the following over their contact us:

Quote:
> Dear Amazon.com,

I am requesting replacements for the following item(s) from order
#102-0979001-7723433

Item Description: Veronica Mars - The Complete Second Season
Quantity: 1
Reason for return: Product is defective
Comments: Disc 4 is marked on the data side and does
not play. I have tried it in
multiple DVD players. It seems to have
happened at the pressing plant as it appears
to have a mark from another disc.
I recieved:
Quote:
Thanks for contacting us at Amazon.com.

I'm sorry to hear about this situation. Usually, I'd be able to
create a replacement order that would be shipped to you as soon as
possible at no additional charge. However, as you have removed your
Mastercard (exp. 03/2010) from your account, I can't replace the
order.

Therefore, we ask that you return the item back to us. You can
print a postage-paid return mailing label by visiting
http://www.amazon.com/returns/

If you would like us to send a replacement, please authorize us to
add the credit card back to your account by clicking the link below.

Please visit the following link to provide the information we
requested:

http://www.amazon.com/rsvp-mi?c=ycht...64426525&q=o2r

If that is not possible, then once we receive the return and process
it, we'll refund your credit card.

We're required to process all refunds to the original payment method
used for the order. If your account has been closed or cancelled and
you have another credit card with the same issuing bank, the bank
can normally apply the refund to your other credit card. If you no
longer have a credit card with the issuing bank, they should issue
you a refund check.

Again, we're sorry for this inconvenience. We appreciate your
business and hope that we will see you again soon at Amazon.com.
This didn't really make much sense as I didn't want a refund. Also, the card is on my amazon account (though may have been taken off in the mean time). I sent them an email authorizing to add back my credit card anyway.
The only reason I could think that they needed my card on there/authorized is so they can sharge me when the original doesn't come back.

Quote:
Apparently you cannot send out a replacement for Veronica Mars
Season 2 unless I authorize you to add my Credit Card expiring
03/2010 back to my account ("If you would like us to send a
replacement, please authorize us to
add the credit card back to your account by clicking the link
below.")

I hereby authorize you to add the credit card back to my account
so that you can send a replacement ASAP. The original version will
be in the post soon.
Excellent I thought, all will be well soon. I then get this:
Quote:
Thanks for contacting us at Amazon.com.

I am sorry that I am unable to authorize your credit card back to
your account.

Hence, I have requested a refund for the item, including associated
shipping costs. This refund should go through within the next few
days and will appear as a credit of $19.48 on your next credit card
billing statement.

As the cost of return shipping is too expensive in this case, there
is no need to return the faulty item.

You may view returns and refunds by clicking the "Your Account" link
at the top of our website, then clicking "Go!" next to "open and
recently shipped orders." Completed refunds will appear at the
bottom of an individual order's summary page.

We are very sorry for any inconvenience this may have caused you. We
appreciate your business and hope that you will give us the
chance to serve you better in the future.
So in fact they don't want the original back anyway, so why did they need my card details, and why didn't they send the item straight away?

I've sent a reply saying that this isn't adequate (the item is now $27 more expensive) and have just recieved this (apparently unrelated to my last email!)
Quote:
Hello from Amazon.com.

We're writing to confirm that we have processed your refund for $9.77
for the above-referenced order.

For more information on how we calculate refunds, please visit our
web site at http://www.amazon.com/refunds

We hope this is a satisfactory resolution for you. However, if you
have any questions or concerns, please use this link to contact
Customer Service:
So now they're refunding me the GBP amount in USD. And I don't want a refund anyway!! FFS.
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Old 04-01-2008, 13:05   #2
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Well I can tell you why they need your CC details. When sending a replacement they refund the original order and then charge you again. That's what happened to me when a shipment got lost in the mail. Is your card still in your account? If not have you tried adding it again?
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Old 04-01-2008, 13:10   #3
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It is in there already! But apparently they can't add it! Very odd.

I will have to give them a call tonight and hopefully get through to a call centre who don't read from a script and can undertand my problem
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Old 04-01-2008, 14:42   #4
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Quote:
Originally Posted by JamesK View Post
I will have to give them a call tonight and hopefully get through to a call centre who don't read from a script and can undertand my problem
only chance of that is if you get the wrong number.
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Old 04-01-2008, 17:48   #5
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Something I ordered hasn't turned up and I'm getting similar nonsense from them, they want to charge me for it again and then refund for the missing one, and so now we are deadlocked because I'm not about to pay twice and then wait for a refund. I've paid - their courier has lost the item (DHL tracking shows it as having been picked up from their warehouse but that's it), they won't send another... I thought Amazon had good customer service? Yeah right.
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Old 04-01-2008, 18:30   #6
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I had some items not turn up recently so e-mailed them to let them know. They refund you instantly and then take the money again. This is because of the problems with customs if they mark a package as having 0 value (which is what they used to do). Unfortunately this meant that getting a replacement has cost me a little, as although the refund and charge went through on the same day, my credit card company use a different exchange rate for credits and debits.

Not the end of the world though (and better than entering a world of pain with customs!)

Seems odd what's happened to you though, James. I've never had anything but excellent service from Amazon US.
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Old 05-01-2008, 00:49   #7
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So because their systems are crap they make you jump through hoops - great customer service. They have now sent me a snotty gram saying they are going to refund my money and I can buy the item again if I want - so I will lose out on the exchange rate issue, and the item is now 50% more expensive than when I bought it. Muppets. Last time I bother buying anything from amazon.com
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Old 14-01-2008, 09:23   #8
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I finally managed to speakto someone who actualul sorted everything out the way they should have!

Wow. They basically instructed me to order a new one and then they reduced the price before it went through the checkout process! So the price should be right for customs and ended up in fact costing less than the original that I got refunded "for the hassle".

Annoying that I had to call the US to do this, but I've got a new one on the way and hopefully it will be customs free when it comes through!
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Old 14-01-2008, 11:42   #9
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Quote:
Originally Posted by JamesK View Post
So now they're refunding me the GBP amount in USD.
I've had exactly the same thing, Carnivale Season 2 didn't turn up (was ordered with Expedited International Shipping). They emailed me to say they would set up a new order and refund the old one and also said they would upgrade the shipping to 'Expedited International Shipping', but I had that shipping method on the original order! I later get the refund email saying they have refunded me, but it's the GBP value refunded in USDollars, I checked the account online and for some reason the original orders value has been altered to that price.

I've emailed them to let them know this, but haven't heard a thing since (except that the replacement has been sent (automated email)), anyone know if they still refund the correct amount when this happens?
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Old 14-01-2008, 12:11   #10
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Talking about Amazon.com has anyone received the Arrested Development boxset bargain that they had in December (around Dec 14th) ?

I haven't received anything yet and was wondering if anyone else has received theirs.
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Old 14-01-2008, 13:01   #11
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Quote:
Originally Posted by mr_woo View Post
Talking about Amazon.com has anyone received the Arrested Development boxset bargain that they had in December (around Dec 14th) ?

I haven't received anything yet and was wondering if anyone else has received theirs.

I never ordered the AD boxset, but I placed two orders with Amazon.com in December, one on the 13th and the other on the 28th. Neither of which are here yet. There's a good chance that, thanks to the way Amazon price their BOGOF offers, they've been hit for customs anyway. If I don't get them by Wednesday, I'll be emailing Amazon to tell them they've been lost and I want them resent.
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Old 14-01-2008, 13:17   #12
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Quote:
Originally Posted by mr_woo View Post
Talking about Amazon.com has anyone received the Arrested Development boxset bargain that they had in December (around Dec 14th) ?

I haven't received anything yet and was wondering if anyone else has received theirs.
Mine came this morning!
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Old 14-01-2008, 18:09   #13
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Quote:
Originally Posted by Kwebbotaurus View Post
I've had exactly the same thing, Carnivale Season 2 didn't turn up (was ordered with Expedited International Shipping). They emailed me to say they would set up a new order and refund the old one and also said they would upgrade the shipping to 'Expedited International Shipping', but I had that shipping method on the original order! I later get the refund email saying they have refunded me, but it's the GBP value refunded in USDollars, I checked the account online and for some reason the original orders value has been altered to that price.

I've emailed them to let them know this, but haven't heard a thing since (except that the replacement has been sent (automated email)), anyone know if they still refund the correct amount when this happens?
Can you believe it, I get home today to find the original order has arrived (with Mount Pleasant stamp. I haven't contacted Amazon yet, but will I need to fork out for returning the replacement item once that arrives? Although it was sent via DHL Global, it didn't look like it needed to be signed for.
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