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I can't believe how useless the staff are at Amazon.co.uk...
When I ordered the D-Link Ethernet Modem (cost £63.99),
they sent me the wrong item (a Playstation step-mat). I was then sent a faulty
modem (which is the fault of the manufacturer, not Amazon).
It is annoying enough to have to make two trips to the Post Office to return stuff.
However, now, I have loads of trouble trying to get the correct refund.
Either the staff don't read the e-mail that is on the screen in front of them
properly, or they can't do basics maths:
| Me: After telephoning you,
I returned this faulty item on Friday 21 November. It should have reached you
no later than the following Wednesday (26th). Postage ref: BNZ 0000 XXXX XXXX.
Cost of postage, which you said you would refund, was £7.36. It is now three
weeks since I sent this to you. I have not had even an acknowledgement that you
have received it.
Amazon reply: Our records show that we processed
a return on December 10, 2003 and a refund was requested to your payment card
in the amount of 63.20 GBP. This reflects the amount you originally paid for this
item and the return delivery cost you incurred
Me: According to your own delivery information,
the item cost me £63.99 including VAT and, as I told you, return postage
was £7.36. So how do you calculate that as a total of £63.20?
Amazon reply: I have requested a refund to your
payment card in the amount of 7.36 GBP. You should see this credited to you on
your next payment card statement.
Me:
Item
----
Amount I paid for the item: £63.99
Amount you have refunded: £63.20
Postage
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Cost of return postage: £7.36
Postage you have refunded: £7.36
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TOTAL OUTSTANDING: £0.79
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I don't understand why you have not refunded the correct amount?
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This is pretty much the way it has been throughout the last month. The staff replying
to e-mail seem to have no idea. Those on the telephone are a bit better.
Leaving aside the two days fiddling with the faulty modem, I reckon I have wasted
more than half a working day going to the Post Office twice, on the telephone
and writing letters and e-mails. How much has that cost me?
Also very interesting to note that Amazon didn't publish the 'customer review'
that I wrote about the problems I had with the D-Link modem. However, since then,
they have published two favourable reviews from customers. Reassuring eh?
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