ihome, i don’t…part 2

Recall from my last post about the ihome that the ihome ih9 I bought did not work properly (at all actually) after less than 3 months of usage. So I reached out to Amazon customer service to see what they could do for me. I knew that they would probably tell me to contact the manufacturer, but since Amazon prides itself on customer service, well, let’s see.

Less than a day later, I got my response from Amazon. Here it is (complete with my comments):

Thanks for writing to us at Amazon.com.

First, please allow me to extend my apologies for any inconvenience this matter has caused.

We do not offer a repair service for “iHome IH9 Speaker System” as it would be difficult to offer such specialized service for each of the wide variety of products that we sell. We recommend consulting the item’s owner’s manual regarding information on product-specific service centers and warranties.

Okay, well I kind of figured as much. I mean, Amazon will sell you nearly anything but repair nothing. I don’t think they’re known for their repair department. But nice to know, you know if I wasn’t a customer for over 10 years…but an understandable, canned first response. I pretty much figured this is what I’d have to do.

Unfortunately, more than 30 days have passed since you received this item, and we are not able to accept the return. Our return policy states that within 30 days of delivery of your order, you may return any merchandise in new condition, with the original packaging and accessories, or any defective merchandise, for a full refund.

Again, understandable. I didn’t ask for a full refund or anything, because I still like the product. I just want to know what I need to do to get it fixed.  But thanks for clearing up any confusion I have about your policy.

I apologize for any frustration and disappointment this policy may cause.  However, I hope you can understand our position on this matter.  We do post our company policies online for our customers’ reference.

However, as you’ve mentioned that there is a problem with the item, we recommend that you consult your owner’s manual and/or contact the manufacturer to see if the problem in question is covered by the manufacturer’s warranty.

Okay…again, I kind of figured as much.  So here’s where things get interesting:

I have included the contact information for the manufacturer below for any assistance with this issue:

Telephone: 08458 733 118
Email: support@ihomeservices.co.uk

Very helpful, will send defective parts directly to customer with no charge. We do hope the manufacturer will be able to resolve this problem.

Um, I don’t think they’ll be as helpful as you might think. that site goes to a UK site for media solutions. Their products page makes no mention of the ih9 or any other electronics item like that.  I don’t think they will help me with my IH 9.

Look Amazon, I gave you my order number, so looking up the actual product in that order is trivial. I think you might have a manufacturer link somewhere in your customer service database you can look up. Even if you don’t…if you google ih9, the third result is the manufacturer’s store. Note that its not a UK address, its a dot com: ihomeaudio.com. And if you go there…yup, there is the ih9.

So, you’ve basically sent me the wrong contact info. Forgivable I suppose. Wait, not its really not. You’re wasting my time.

As a representative of Amazon.com, I want to assure you that we value our customers’ trust above all else–it’s the foundation on which our company was built.  Please know that we’ll continue working hard to ensure that you receive accurate service, and to minimize the chances of anything like this occurring again.

Right…accurate service. Keep that in mind. Not only did you send me the wrong info for a product you sold me, but….

I have brought this with the defective DVD to the attention of the appropriate persons, so that they may do further investigation.

What? DVD? Last time I checked you can’t plug an ipod into a DVD. Accurate service. I’ll keep that in mind. I would love to see the expressions on their faces when they see the defective DVD is actually a damn alarm clock radio/ipod docking station that doesn’t work! Accurate Service. Keep it in mind.

If you have further questions, please visit our Help pages to contact us:

http://www.amazon.com/help

You can find answers quickly using the self-service tools. If you still have questions, you can contact Customer Service from any Help page by e-mail or by phone by clicking on the appropriate link given on the right side of the help page.

I used the self service tools, they were no help, and neither are you. I know your policies. I knew I couldn’t return it. I knew I’d probably have to contact the manufacturer. But I thought you had better, more accurate service than they could offer. Maybe I was wrong.

In addition to our large selection, one of the benefits we’d like to offer our customers is convenience, and I realize that we have not met that standard in this case.  I hope that you will give us another opportunity to prove the quality of our service to you in the future.

You do have several options, however, which I have listed below. I appreciate your understanding and apologize for the inconvenience.

Oh boy! More options! Do they include possibly giving me the right information about the right type of product! Let’s see!

*****
CAN I RETURN THE ITEM FOR A PARTIAL REFUND?
Yes, Amazon.com will accept the return of items after the 30-day return period, but you may only be issued a partial refund. Generally, the refund is 80% of the purchase price. For full details on how refunds are calculated, please visit our Help pages:

http://www.amazon.com/gp/help/customer/display.html?nodeId=901926

*****

You already pretty much told me that I can not get a refund. Why are you sending me info about a refund if I can’t get one? Oh wait this is a partial refund….Look, I don’t want a refund, I just want it fixed or something similar.  I don’t want 80% of my product value back. I just want it to work. It’s less than 3 months old.

WHERE DO I SHIP A RETURN IF I DON’T HAVE A LABEL?
If you are unable to print a return label, please ship your return to:

RETURNS CENTER – AMAZON.COM
172 Trade Street
Lexington, KY 40511 USA

Please write the reason for your return on the packing slip, put the slip in the carton, and wrap the package securely. If the reason for the return is our error, we will refund your return shipping.

*****

CAN I SELL ITEMS ON AMAZON.COM?
You are always welcome to sell the item you purchased on Amazon Marketplace. To sell an item, go to its product information page on our web site and click the button marked “Sell yours here.”

The next page will outline the steps involved in this process.      For more information, please visit the link below:

http://www.amazon.com/gp/help/customer/display.html?nodeId=1161234

*****

Are you just intentionally trying to make your email seem longer now in the hopes that your copy/paste job or canned response will make me go away? Wouldn’t it have been easier to tell me “Talk to the manufacturer, the RIGHT manufacturer…” I would have accepted that in 200 words or less.

WHERE CAN I FIND YOUR RETURN POLICY?
Our return policy is available at the address below:

http://www.amazon.com/returns
*****

Thanks, I think I now know what your return policy is. And stop playing the role of an over-glorified secretary by copying/pasting something your supervisor wrote in a procedures or canned responses manual! Think for yourself! Read my complaint! Send me the right information. Take 30 seconds and read and think! It might hurt a little, but it won’t fuckin kill you!

Please let us know if this e-mail resolved your question:

If yes, click here:
[link removed]
If not, click here:
[link removed]

Fuck no!

Please note: this e-mail was sent from an address that cannot accept incoming e-mail.

To contact us about an unrelated issue, please visit the Help section of our web site.

This implies the obvious…how about a related issue? Where do I go for that? You didn’t give me the right info! Do I click the link above?

Best regards,

[name removed]
Amazon.com — Earth’s Most Customer Centric Company
http://www.amazon.com/your-account

Nice. Okay, so Amazon customer service was, well, useless. Disappointing and surprising, but I’m not surprised I have to contact the manufacturer. Maybe I’ll have better luck with them…

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This entry was posted on Tuesday, January 13th, 2009 at 7:59 am and is filed under sagas. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

 

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