A warning about getting IT stuff from Amazon Warehouse:
I know, I know I should have more moral fortitude to back up my thoughts about their tax stance, use the local high St etc etc but I live rurally and needed a mesh system quickly as both wife and I WFH.
Got a netgear orbi mesh system from Amazon warehouse reduced from £299 to £260 as cosmetic damage to box. Installing it last night and app won't connect as default password not working and reset not available as required answers to security questions....it's been used and registered six months before. 2 hrs later with Netgear supprot (v helpful) and they've sorted it and transferred ownership to me as I showed proof of purchase.
Complained to Amazon that the price paid was based on cosmetic damage not a non working pre-owned system that required 2hrs of my time with Netgear support to get working - hrummmph.
Amazon via two tiers of complaints chat flatly refused to offer any compensation/voucher for that. Grudgingly offered a refund, but that leaves me waiting on a full price system from another provider that then requires configuring from scratch. I made the point that they would either need to sell this onto another customer who would have same issue and grievences as it's now locked to me, or skip it to landfill. Neither of which are a sensible sustainable solution compared to refunding me £30 or so for the inconvenience and mis-selling.
Grumble over, cue I should know better than using Amazon comments
Err, they offered you a refund.
Never had any problem with Amazon CS. On the very rare occasion that something arrived broken, they replaced it straight away.
On the one off occasion a parcel went missing, they sent a new one the next day, then told me to keep the original one when the delivery company turned up with it some months later.
On one occasion, I messed up an order yet they still refunded my postage and let me return the item for free.
I generally avoid using them and prefer to shop local due to their tax practices but when I've used them for stuff I can't buy locally then they've always been good.
Err, they offered you a refund.
This. They offered you money back, they don't have to pay you for your time for fixing it. You could have done nothing, got the money back and been no worse off, but obviously still without the product. You decided it was better to spend your time sorting it rather than wait for one at full RRP from another retailer, but Amazon didn't agree to pay you for that.
BTW - I would probably have done the same as you, for the same reasons. I've had a free month of Amazon Prime from them as a goodwill gesture, but in reality that's about all you can expect.
The refund though is a no-one wins solution. I pay more, have to wait and lose the investment in time I've made, Amazon get a non-new, non-functional bit of kit back that they shouldn't/can't re-sell.
Common sense dictates a compromise bit of genuine customer care would be the sensible approach shirley?
I think the nature of the high volume low prices sales is that an occasional full refund or nothing is more profitable.
The worst part of this is trying to get them to help with warranty claims past 12 months. They just flat out refuse, even if the manufacturer offers it (and often requires you to go through the seller)
Amazon Warehouse is 2nd hand goods... you took a punt, didn't pay off. They've offered you a full refund which is the end of the matter tbh.
also complaining is pretty rich given this, but then you knew that 😉I know, I know I should have more moral fortitude to back up my thoughts about their tax stance, use the local high St etc etc
The trouble is that the people you are dealing with are not empowered to do anything but offer the options given by a computer. It's a soul destroying existence working in a call centre, I always try and remember that when dealing with them, but we are also providing the companies with profit so should expect a sensible degree of service.
I have a problem with paypal at the moment, they have made a mistake, but it is clear the people I am talking to cannot fix it and don't know what to do. The people are just machines for paypal. they will be replaced within the next few years with automated systems, but I still need the problem sorting, and I don't know how much longer I can keep my cool. It is as if someone had designed the whole service interaction with the intent of making people give up, because it is more profitable.
As above - I thought Amazon Warehouse only sold used gear?
So whilst you thought the price you
paid was based on cosmetic damage
...it was actually for a
pre-owned system
The fact that it was a
non working pre-owned system
has been recognised, hence the refund.
The refund though is a no-one wins solution. I pay more, have to wait and lose the investment in time I’ve made, Amazon get a non-new, non-functional bit of kit back that they shouldn’t/can’t re-sell.
Amazon never asked you to 'fix' it and never entered into a contract for you to fix it so owe you nothing for your time legally or morally. Their solution to a problem like this is to replace or refund and recognises that sometimes faulty products get through...nothing in life is 100% reliable and everybody takes a share in risk for everything and if you want to reduce your risk then you pay more...i.e. don't buy a reduced price product off amazon and instead buy a full price product fresh off the prod line. You ultimately bought a used bit of kit so normal 'buyer beware' rules and risks apply. Amazon are just a middle man and act as a conduit or marketplace between other businesses selling stuff and buyers.
If it is good will you're after then of course it is in the gift of Amazon to grant that but they are not obligated to do so.
Also you claim to have 'fixed' it. How do Amazon know you're not pulling their chain? You expect them to take your word for it? how do they know your fix is a good one and you're not going to come back to them at a later date with more issues expecting a replacement or refund or more good will 'compensation'.
If you're not happy with the product for whatever reason your recourse is exchange or refund and that will be in the T&C's you agree to when you place your order.
As for tax, well you might think Amazon are not paying their fair share, but they are paying their legal share iaw our tax rules. And what makes you think the alternative local shop owner is not dodging taxes? All business owners employ accountants who ensure they're being as tax efficient as possible. Same thing morally, just a different scale. But at least Amazon has invested tens of billions of pounds into the UK and employs thousands of people, so contribute greatly to our tax income overall...even if there should be much greater direct contribution. We need to change our tax rules.
A fine robust response wobbliscott and others -as expected on STW :->
This comes from my initial misunderstanding that Amazon warehouse was primarily goods damaged in transit/at warehouse reinforced by the sellers description - only mentioned cosmetic damage. I inlike everyone else it seems, wasn't aware Warehouse was for 2nd hand / used-then returned goods, otherwise I'd not have taken the risk for the sake of 11% off full retail.
Appreciate that Amazon didn't approve repaying me for my time and it seems from numerous comments that I'm an outlier in terms of thinking a goodwill additional discount is the sensible grown way way of solving it versus more travel miles and potentially the now working units being scrapped.
BTW I definitely always make sure in these exchanges with help desk people are respectful and polite - as mentioned they're just doing their job within the constraints their employer sets up.
they've only got this MASSIVE BANNER right at the top of the Amazon Warehouse main page 🤣🤣🤣I inlike everyone else it seems, wasn’t aware Warehouse was for 2nd hand / used-then returned goods
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nice little Warehouse deal 😉:
https://www.amazon.co.uk/Reading-Glasses-Readers-Crystal-Pattern/dp/B07QLSBHKS/ref=sr_1_2?dchild=1&keywords=reading+glasses&m=A2OAJ7377F756P&qid=1603364475&s=warehouse-deals&sr=8-2
Who'd have thought that a faceless global megacorporation who don't like paying tax and have low prices wouldn't have brilliant customer service?
they do though... the customer service is ace! They just wouldn't give the OP any compo...Who’d have thought that a faceless global megacorporation who don’t like paying tax and have low prices wouldn’t have brilliant customer service?
Who’d have thought that a faceless global megacorporation who don’t like paying tax and have low prices wouldn’t have brilliant customer service?
Except they do, for most people...
they’ve only got this MASSIVE BANNER right at the top of the Amazon Warehouse main page 🤣🤣🤣
Well, to be fair that banner doesn't mean that stuff is necessarily open-box AND used!
But like others, I have only experienced good CS from Amazon. They have stuff I want, at a good price, and deliver it quickly. If I'm not happy I send it back and they refund me. Plus they employ a good friend of mine in a job nobody would have imagined existed (promoting books by Scandinavian writers) so setting aside the tax thing, I quite like them.
I just reread the OP properly - 'I bought a cheap 2nd hand IT product and had to spend a couple of hours getting it set up and I want compensation'. Hmmm
As above the banner at the top of the page is pretty obvious.
I would say they been fair in offering a refund why should they offer further money off an already discounted product for your misunderstanding of warehouse deals.
Just to go against the grain I am with the OP here, it is not acceptable to buy a product on those terms and have to sort out a load of mess.
Where is the feedback loop, these products are still on warehouse deals with no indication that this could be an issue.
Bad customer service systems.
and have to sort out a load of mess.
He didn't have to sort out a load of mess. He could have returned it for a full refund.
it is not acceptable to buy a product on those terms and have to sort out a load of mess.
Amazon agree. They offered a full refund as a result.
Hmm.
Customer buys discount stuff, stuff arrives in different condition to that which was advertised, customer demands more discount after the sale, and is now upset that they are just offering a refund?
Seriously mate life is too short for this crap. You've got you mesh working, move on.
I will buy from Amazon Warehouse on the understanding that it could be a total bargain, but it could be totally gubbed. They do free returns for a full refund. If it is sub standard or not acceptable to you, send it back!
Once I wrote the nature of the fault in marker across the box as I knew it would just get sent out to the next buyer. I hoped that this would stop that happening.
He didn’t have to sort out a load of mess. He could have returned it for a full refund.
But we all know how it goes - We try to set it up. Have a problem connecting to the app, try some more. No idea at this stage it is because someone else has blocked the product. Call the helpdesk and once you have started that process you see it through. It isn't a matter of he didn't need to do it.
As said they will continue to do this to many more customers because they will not sort the problem at their end. Bad customer services.
If the OP knew he could buy one for £30 more that needed no work he may have preferred that option.
Well, to be fair that banner doesn’t mean that stuff is necessarily open-box AND used!
Think the condition is listed next to the product - everything I've seen has Used: then a condition comment next to it. So if the OP's item had New: Cosmetic Box Damage next to it I'd be narked. But if it was Used: Cosmetic Box Damage then I think it's a gamble he wasn't aware he was taking, but not really Amazon's fault.
I bought a 8Tb NAS once from warehouse deals. Arrived without any drives in 🙁 They did collect it and refund though so not awful. But still poor customer service IMO, as they've sold something without following the rules on their own site:
"How do you evaluate a product's condition?
We thoroughly test the functional and physical condition of each item and give the product a specific grade before selling it."
Thanks JP-t853 - an ally in the vipers den ;->
Absolutely i spent the time setting it up last night so me and Mrs P can work today and kids can do homework etc today and just disappeared down a course of action for two hours with Netgear support, only well into this having them confirming it was used, pre-registered kit.
Some of you lot are a lot more worked up by this than me - I'll probably keep them now but I just posted as a PSA as having had something before from Warehouse that was simple cosmetic box damage and a good buy I thought that's what warehouse deals are.
I would completely admit to having what must be quite selective vision it seems when viewing the item on the site, but the only comments about condition were definately cosmetic not the fundamental state of the hardware/sw. I'd definitely have bought new as 11% isn't a big enough discount for that level of used IMHO. Oh well live and learn.
on the other hand, I bought a desktop mic off warehouse deals to help my audio on webex (and give me a physical mute button), it was under half price (£48 instead of £100) and listed as cosmetic or whatever. It arrived, no usb cable (a-b, with a right angled connector on the b end). I pinged their customer services with a link to another cable that was a fiver, and asked if they could post it, they simply knocked a further tenner off. Couldn't ask for more.
I've also ordered a wheel from warehouse deals that ended up just being a hub, got them to refund 80% of the price of that too (so got an unused sram x9 hub for a tenner, about 5 years ago).
I wouldn't expect them to test an item works beyond plugging it in and checking it lights up. I also wouldn't expect any offers other than a full refund for a device that isn't as expected. Sometimes they do, but it wouldn't be my expectation
The worst part of this is trying to get them to help with warranty claims past 12 months. They just flat out refuse, even if the manufacturer offers it (and often requires you to go through the seller)
That doesn't sound right to me. A retailer is absolutely liable for consumer rights claims, but If a manufacturer is offering an additional warranty on top of your statutory rights then it's down to them to honour. What's that got to do with Amazon?
They would have also given you a full refund with no questions asked if you hadn't have fixed it. This is also them acting as a reseller and not the actual retailer as well. Not that shabby?
This is the issue with reconditioned goods. I've done it myself, but to save 15% when it's to be used for work purposes for two people?
