Larry Meyer was on a television-buying spree. At least that’s what Amazon must have thought when it charged him twice for one set. Huh?
Meyer told us he had bought a TV for his 84-year-old mother. He also paid for an extended warranty, and he had the set shipped directly to her in Minnesota.
“When the installer opened the box, the remote was broken beyond use,” he explained. “When the TV came out of the box, the cord was separated from the unit to the point that it would not function either.”
At least, under the circumstances, the installer put the old TV back in place and did not charge for the service call. Nevertheless, what was Meyer (and Mom) to do?
When Meyer called Amazon’s customer service, a representative told him that other customers had experienced the same problem with that particular set, and that the extended warranty could not be honored since the TV could no longer be replaced. But, under these circumstances, his mother would not need to repackage it and send it back.
“I said I would be willing to pay the difference for another model,” Meyer explained, “but I was told that I would have to completely buy another set!”
After a back-and-forth volley between Meyer and Amazon, via both email and phone, he eventually received assurances from a supervisor in the Philippines that she would walk him through the process and at the end apply the credit. Meyer trusted the process and completed the transaction, only to be told by her at the end of the call that she would not be applying a credit after all.
An irate Meyer demanded that the representative have Amazon issue him a refund for the original set, but with no success. “I have not received the funds, nor a credit in any way,” Meyer told us. “The representative also had promised to email me the warranty, which she said had transferred to the second TV, but that never happened either.”
The good news is Meyer’s mother now had a functioning TV, but Meyer had to pay double for the privilege.
As a side note, some of Meyer’s emails we read had an angry and threatening tone. Our experience is that companies will not respond to a complaint that gets nasty. Calmness and politeness always have a better chance of prevailing in the world of self-advocacy.
After striking out with Amazon’s customer service representative, Meyer “climbed the accountability ladder” on his own by contacting one of the Amazon executive contacts listed on our website. When using our executive contacts list it’s a great idea to start with an email to the lowest-ranked executive on the list and work your way up the ladder if you haven’t heard back in a few days.
It didn’t even take that long for Meyer to get the answer he wanted. The next day we heard from him with some good news and great compliments.
I just wanted to briefly share (I am sure others share as well), that your contact listing on your website (along with a cc: to you) seemed to do wonders.
By the time I turned on my email this morning I had three different emails from Amazon. One assured me the new year of Prime would be canceled and retroactively credited. Another was an email with a cc to the warranty company asking them to either transfer the warranty or give a full refund ASAP.
The third indicated that rather than what was promised, the bulk of the TV purchase would be refunded to my credit card (which is fine) and a small portion (about $19) would go to a gift card and be available in my account. It will take a week to 10 days to verify the various refunds.
However, again, I appreciate your listing of the contacts, and, as I replied to the person from Amazon, the quick reply!
You’re welcome, and thank you for recognizing the magical powers of our list of executive contacts. We’re here for you!