Phone purchased on Prime Day faulty. Want replacement-not refund.
GetHuman-lwdunkel's customer service issue with Amazon from July 2018
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The issue in GetHuman-lwdunkel's own words
I was trying to get a replacement phone, but my only option on their website is to get a refund and repurchase the phone at a higher price now. ... I am a Prime customer and have been a big fan of Amazon since ****. In many cases I do not check prices with other companies cause I know I get the best deal with you. Well, until now.*Last week on your big prime day I ordered an unlocked Moto x* phone for $***.** and received it two days later. *I contacted Consumer Cellular to be my carrier and they were to mail me a sim card, which I did receive yesterday. While I was waiting for the card I unpacked my phone, charged it and transferred my contacts, etc.. That was on Tuesday and I put it back in the box after I completed my inspection of the camera and did the transfers. The phone was probably on for an estimated ** minutes.*Yesterday, Thursday July **, I received my sim card from Consumer Cellular and I got the phone out of the box to install and activate my new phone. It would not power on. This phone was fully charged when I put it away on Tuesday, but I attached the charger and it still would not come on. I did not think it was a charge problem, but that is all I knew to try. After an hour and still no phone, I tried another outlet thinking perhaps the charger was bad. That did not work either, so then I did a USB charge and that did not work. *I know this phone came with a * year warranty, but I could not find any information with the phone or on your website, so I contacted Motorola and they informed me since the phone had been purchased less than two weeks ago I should return it to the seller.*I checked my order and Amazon was listed as the seller. I found a refund*replace section on your website and started filling it out, but when I checked the item as my new phone it went to refund only. The replacement option went away. I did not want a refund. I only wanted a phone that worked. The phone that I had purchased and paid for a few day earlier. The phone that was warranted for a year, but that did not seem to be an option now. I spent a good part of the day yesterday trying to find a way to contact you re this matter. It could not be done.*I finally gave up and decided that I just needed to get a refund and in the meantime purchase the phone again. There was a very convenient box on the refund form that would allow me to do that. Said "but again". I checked that box only to find out that I can not get my same phone for the same price. It is now almost $**-** more than what I paid. I had already become quite frustrated over not being able to get anywhere through your website, but this sent me over the edge. *I really couldn't afford the extra money to buy that same phone again so I started researching other options. You did have a MOTO G* for about $**.** more than the other phone so I finally ordered it in time to get it delivered on Saturday. Not the phone I wanted, but I do need a new phone and that seemed to be the best I could do now. I have taken the original, non-working phone to UPS for return.*I understand that the Prime Day was a special event with special pricing. I can understand the refund rather than replacing policy had I wanted to exchange it for another color or some similar reason. However, I cannot understand your not honoring the purchase for a phone that works. As I mentioned at the beginning, I don't bother comparing prices because I expect that Amazon will give me the best deal and I have always bought with the confidence that if there is a problem you will take care of it. Right now that confidence has taken a beating. *BOTTOM LINE: I would like to have the phone that I originally purchased - in working order. I am not happy that I had to compromise and purchase a lesser phone at a higher price. This phone, Moto G* is scheduled to be delivered tomorrow (Sat), but I would be most happy to refuse delivery and lt them return it to you if you could possibly send me a replacement for the phone I originally ordered.*Thank you in advance for reading this email and for any help you can give in resolving this situation and returning my faith and confidence in Amazon.**Larry Dunkel-**** Ridgeview Rd- Knoxville, TN ***** Phone: *** ***-****
This was especially frustrating because you cannot find a way to contact Amazon through their website. I finally found a number and email by searching Google.
I simply want the phone that I purchased at the price I paid. I am not returning the original phone because I changed my mind or I don't like the color or something similar. I am returning it because it does not work. I do not think that I am being unreasonable to expect that I would get the product I ordered in good working condition.
I have been an Amazon customer for the past * years. I seldom compare prices because I have come to expect that Amazon has the best rates. I have always shopped with the confidence that Amazon honors their prices and will solve any problems that might occur.
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