Sent the wrong item back to Amazon and they binned it.

[Monkeyboysteve]

If I do lose all this money, worst part is telling the girlfriend, we get married in two weeks, this will be a massive blow financially to us. I know to some people it's not a huge amount of money, to us at the momwnt with three kids, a marriage to pay for etc... it's a massive massive setback. sigh.

 

[Monkeyboysteve]

Just noticed @Monkeyboysteve you're also dealing with the £15 cash-in-a-box Gigabyte 1080 Ti RMA scam. Bad times indeed..

That was a while ago, I never actually sent it, just sold the motherboard for parts. amazingly someone bought it (an AX370 board) for like £60 in may despite the fact it wouldn't post.

Had loads of error codes that werent in the book, and gigabyte didnt know what they were at first either... good old gigabyte.

 

[Monkeyboysteve]

Definitely worth trying their twitter - even if it means making a twitter account :s

I dont even understand twitter lol. Might try and learn.

 

[Monkeyboysteve]

The honest truth is Gigabyte globally isn't that well regarded at best very average rating in other regions compared to here - for some reason for many years here in the UK we got a good solid level of quality and service from them, none the least thanks to 1-2 reps like the one here, but sadly last few years the experience in the UK is slipping back towards what they are better known for in other countries I for one will be looking to other manufacturers probably come my next purchases despite being a GB fanboy for many years.

I always went with GB for Graphics cards and apart from one asus mobo, they were all gigabyte as well, even now I have an Aorus master mobo and 1080ti. but i dread them going wrong in case I have to deal with the customer service again.

Its the little things as well, Asus have live chat and a phone number, very basic things... gigabyte have neither, it was email only (for the UK) which is just insane, how can they not have a phone number on the website?

 

[Monkeyboysteve]

I don't have a high opinion of Asus either - I actually took a hammer to an expensive Asus motherboard just to be rid of the whole sorry saga once after they sent me 3 dead boards as replacements in a row - each of them taking around 28 days to arrive. Stupidly many years later I bought the Asus ROG Swift (at the time no one else was doing a comparable monitor though ) and had the same experience more or less.

To be fair, whern I think back to my "good experience" with Asus, it was amazon (ironically considering this post) that saved the day as Asus wouldnt honour the warranty for some reason, whereas amazon would. it had a duff memory lane and I had sold it on ebay to someone and he returned it, i think because I told asus that (for some reason) they said it invalidated my warranty and said I couldnt claim, whereas amazon gave me a full refund after 5 years.

 

[Monkeyboysteve]

I think you've made things way more difficult for yourself here, you've sent back an item for a refund, Amazon hasn't refunded you or returned the item - though bit odd that you've already tried a credit card chargeback before exhausting all possibilities at Amazon first??? I suspect your card provider is potentially able to shell out here if needed.

Given the way you've seemingly described this in here and have apparently handled it I'm wondering if some of this farce is simply down to you too (beyond the initial mistake).

I tried a chargeback after I was told by 3 people in a row that my card had already been disposed of.
I was refused as stated above. It was only after several more angry chats that I started chatting to someone that told me it hadn't been disposed of yet and that it had been sidelined.

How have I made things more difficult for myself? What could I have done differently?apart from one man no-one at Amazon has been willing to help.

The card company won't "shell out" as I already explained above.

 

[Monkeyboysteve]

Well going for a charge back immediately before escalating with amazon, not just keeping things simple with CS people in the first place.

Why are you having "angry chats" with them - it isn't going to solve anything if you start getting angry with some low paid call centre worker in India who isn't likely being malicious but is either following a procedure or has made a mistake.

A credit card charge back is something you try after you've exhausted the issue with a retailer - that doesn't mean after bashing your keyboard/getting worked up with yet another person in a CS chat. I'd simply escalate/write to e-mail whatever address you can find for their UK head office and explain the situation clearly, perhaps get someone else to read the letter/e-mail first too.

God knows what you've actually said to your card company to have them immediately fob you off too but it seems that you're perhaps not very good at dealing with this stuff, I'd seriously suggest that you get a relative or friend to guide you in your next bit of communication.

1 live chat where someone accused me of fraud and then 2 phone calls . Not all live chats. And it was angry phone calls because they told me the card had already been disposed of. Would you remain calm? This was to internal team managers. This was the escalation. I was told there was nothing else that would be done and I wouldn't be getting a refund. It was them that told me to go to my bank and get the refund because they wouldn't be offering me one.

I told the card company exactly what happened. It's policy apparently that if a refund isnt being offered because it was a wrong item sent back then a chargeback can't be offered.

It's ironic because you accuse me of ”not being very good at dealing with this stuff" whereas you are coming across as far more rude than I did. Maybe you need a relative or carer to read your comments before you post them?

Or maybe you need to read through the thread properly before posting again. Or maybe again you could just scroll past and go away.

 

[Monkeyboysteve]

He seems to have handled it remarkably politely judging by his temperament here, if a little despairingly / negatively regarding his prospects of a positive outcome. Only in his latest post has he indicated a hint of anger in his chats. If I were him I'd be frothing at the mouth at the idea Amazon are going to 'bin' (aka resell on Amazon Warehouse or allow an employee to take home as 'lost property') his card, all because he returned the wrong one of his twin graphics cards ordered from Amazon.

I for one doubt I'll be ordering from Amazon again on any high margin item if this is the way they're going to treat their customers. I've heard horror stories of third party sellers been subject to the lash of the whip on Amazon, as well as seen the scam products/prices Amazon allows on their site through hacked/fake third party sellers. As far as I'm concerned sounds like they should go back to selling books.

Thank you. I think anyone would be angry if told on the phone quite rudely that their property is going to be thrown in the bin. I'm hardly going to laugh and day. "Oh ok then."

 

[Monkeyboysteve]

Also I don't believe I have said anywhere on here anything that I have said to them, apart from the fact that I got angry... Which of course I did. I'm possibly going to lose a lot of money.
I have escalated my concerns via email. As stated. I have emailed the customer service manager. As stated.
It's almost as if someone just decided to be rude in here to me without bothering to read through the thread.

 

[Monkeyboysteve]

Well that is what I'm referring to, he literally said he got angry in the chats...

Ask yourself this, if they’ve already binned it how do they know if it worked or not and why didn’t a refund get processed already? I’ve sent back items to amazon and simply had a refund as soon as they received the item. If you find that you did mess up and sent the wrong item the just refund the other one too, pretty simple! This whole thing has been way over complicated by the OP in the first place.

If you do get in a pickle get no joy from a CS person in chat or on the phone then getting angry at them won’t help much. Much easier to just write to them and await a reply.



Yes I think I probably would, why would I care if it had been disposed of? I'd not be taking your approach in the first place - I'd simply send the other card back for a refund too instead of faffing about creating more problems. If they've disposed of it then how do they know if it was faulty or not? Amazon is huge, they process refunds all the time. sending something in for a refund and then having to send another item in for a refund can be handled quite easily.



Sounds like complete nonsense, can you link to/quote that policy here?



I've not said anything rude to you, I'm just suggesting that you're making a complete mess of handling this and you might want to simply write to them and actually escalate the issue.

Honestly stop wasting time with multiple CS people on the phone/chat and just write a letter to them/getting someone else to read it first.

You keep talking about probably losing money, that makes absolutely no sense - you're still to actually escalate the issue, you probably can claim via your credit card and if you're super super unlucky and all else fails then you have the county court/small claims court too (moneyclaim.gov.uk)

Did you even read the thread at all? They are planning on binning it because it's not the card that was supposed to be returned. That's it. That's the whole point. It was an unidentified card.

They refunded me the faulty card as that was sent after. You know what it's not worth it. Read the thread or don't. It's all there if you can be bothered. (which you clearly couldn't.)
And again. If course I got angry.

 

[Monkeyboysteve]

Don't think Amazon have done anything wrong here. It would probably cost them a lot of money to intervene in an automatic process. I can also see why they destroy returns which don't match as they are victims of fraud which happen almost exactly like this.

Just an expensive mistake.

If you ever take this to court, you'll have to convince a judge that despite your mistake, Amazon have acted in an unreasonable manner causing you financial harm.

Apparently it's not automatic though. They manually inspect the goods and manually sideline them etc. That was according to the internal manager who said there is no reason my card shouldn't be returned. He knows it's happened before.

 

[Monkeyboysteve]

It was still a card you bought from them no? You bought two of the same cards from them right and you have since sent the other one back too - they know it isn't some random card form elsewhere ergo a fraud attempt. Yes it is silly to get angry over this IMO. You want a refund on both cards, you've sent both cards, they've received both... I'd just go down that route.

I did. Again. Read the thread. It's all there.

 

[Monkeyboysteve]

Of all things, don't let dowie bring you down...! P.s He was rude imho.



You sent a card back without following the correct protocol, now all you want is a refund for the card you have sent back. They have the working card, you need a refund.

Yeah or the card back. I'm happy with either to be honest.

 

[Monkeyboysteve]

You have to feel sorry for companies when customers try to blame them for the consequences of an error made by the customer, and the customer then demand the company shoulders the cost of fixing the customer's error...

I didn't demand they pay the cost of my error. I offered to pay the costs of shipping etc plus other costs if I had to.

I also never once blamed the company for the error. I said many times it was my error. But the company could do a lot more to help me. Instead I get rude people on chat and accused of trying to commit fraud (I got an apology and free Amazon gift card because of that)

 

[Monkeyboysteve]

Genuine mistake that probably doesn't happen often and breaking process so struggling to deal with it?
Not read entire thread but if not already suggested I'd try raising a complaint with Amazon so that someone outside of the returns department or whoever is currently dealing with it can read through the case and make an impartial decision.
Failing all that, raise a complaint with your CC company to get a refund, if paid by credit card. Do this as last resort though, but before trying small claims court.
I doubt they'd just destroy an item - it would be tested and/or returned to manufacturer.
Always found Amazon good to deal with myself when I've had a few issues including one mistake I made myself

They said the item gets destroyed. Also tried going through credit card company. That's s dead end.

Dealt with several internal managers in Amazon. Several were very rude and said it was tough and it would be destroyed despite the fact it's sidelined and just waiting there. Another said there is no reason it can't be returned and he knows of cases where it's happened.

 

[Monkeyboysteve]

I never once said I expect Amazon to pay for my mistake etc. I am fully willing to pay for this mistake. But it would cost Amazon hardly anything to return a parcel to me especially when I am willing to pay for the shipping.

I really don't think it's too much to expect that they don't throw my product in the bin that I sent to them in error, especially when I highlighted this to them that it happened.

I have said many times I messed up. But they clearly could do more to help me.

 

[Monkeyboysteve]

This reminds me of an issue with paypal. Apparently they refused or changed a payment like 5 months after I made it. Was like $10 for a game or something and years and years ago now. They asked me to pay and I said, send me details and I'll make a payment. They kept saying I have to send a cheque because they have no facility for me to pay the $10 to them........................................ PAYPAL, have no facility for me to make an online payment... to themselves.

I literally ignored it, they locked my account and did nothing beyond that. This was maybe 10 years ago and I've never written a cheque in my life, haven't had a chequebook since I was like 8 or something and they are an online payment company but wouldn't let me pay online. As stupid as a company that ships millions of things daily saying they have no facility to send something to you.

There is lazy and then there is purely incompetent. as others have said, small claims court, they'll probably not even show and you'll win or they'll pay out or send a new card when they receive notice of small claims as it will cost them less than actually sending a lawyer out for several hours to deal with it, a LOT less than the lawyer. Companies will try to save every penny and get out of every inch of unnecessary work but as soon as you make it undeniable they'll have to put in some effort they'll chose the cheapest option.



Same deal, I worked at a OCUK competitor donkeys years ago for a while. If someone returned something without an RMA number we'd either return it to any included return address or if there was other information try to contact them to save the effort of wasteful shipping. But we never just received items and threw them in the bin, there is just no sense to even doing that. It's a liability. If something is sent incorrectly to you afaik you have some level of duty of care and to let a company resolve it. Like if they contact you and say they mistakenly sent something if they retrieve it within a reasonable time and not at your cost you can't just throw stuff out and or should anyone want to but if you get sent something you have no duty to look after it for any length of time without any contact or contact but them insisting you send it back or taking way too long to arrange collection.

99% of companies as you say would just return it or refuse to accept the package in the first place if there is no RMA number on the packaging precisely because it avoids liability issues and customers who send things back randomly. You just blanket don't accept such parcels and let the customer RMA it properly once they get it back. The idea of accepting things then just throwing them out for no reason is pretty much absurd and likely illegal in some way, unless as stated they held it for a reasonable length of time with no contact and no way to return it.

exactly, I dont see how it can be legal at all. Which is why I find it funny how they never mention it as my property, always "unidentified card, or card with incorrect serial number" Also annoying when people are moaning at me saying i'm in the wrong for expecting amazon to help me and why one guy told me I was stupid for getting angry.
I would imagine this must be a fairly common thing, people sending back laptops with stuff attached by accident etc.
one person assked if it was a hard drive when i first mentioned it, and later explained how they have a service (that costs) where they will delete the data off drives sent by accident, but wont return them.

They have tehe facility to do that, but wont return items. just odd. just typical it happened when it did as well as all the management I was dealing with are prob away till tuesday now, I emailed the customer service manaager for amazon who is probably away till tuesday now as well. prob get binned before they all returm.

 

[Monkeyboysteve]

Got an email from customer service manager this morning saying they don't think the card can be returned. But they are going to try and help me out somehow whether that's with a refund of the product or some other way they aren't sure.

I didn't ask for that so please don't post any more of the "customer asking Amazon to pay for his mistakes" rubbish. But I will be hugely greatful if they can do something like that.

 

[Monkeyboysteve]

Still seems insane that they can't return it. Hope they do come through for you.

So do I lol. Yeah I really dont get it. Person on email asked me for full specs of the card and for the invoice etc (not sure why she cant get it from my account, but hey ho) so they can check the specs I give against the card I sent to fully check its the card I claim it is...then they are going to see what they do to help.
If they can do that just stick it in a damn box. lol it makes no sense at all!

 

[Monkeyboysteve]

Maybe the issue with them not being able to return it is that they are past the point of knowing which card exactly it is that you returned, and because it was returned labelled as faulty they cant reasonably send out the item again, even if they could pin point the exact card.

Seems weird yes, but what if they did send back out the exact card you sent them that wasn't faulty, but this time it was faulty. That would leave them in a position where they have provided a faulty good that you could then return.

As it is likely an extremely rare occurrence, there is likely no waiver policy to allow you to waive amazon of all responsibility for said card.

They knew which one it was from the serial number. (I mentioned in correspondence which was which)
And they said many times they couldn't identify the working card as the faulty one as it didn't match the serial number the faulty one. So they certainly can tell which is which.