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dfs

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About dfs

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  1. Thanks for clarifying the seller options. I guess I'll have to be patient. I am not suggesting the seller must always replace the product, but in this instance a high end audio pair has had a failure of the mechanical element that forms its very existence i.e it cannot be used for the purpose or repaired to a sufficient standard to reflect the factory quality. Once they start fiddling with it they would have to reconnect wiring, parts etc it would never be the same again. As I can possibly imagine they would not re-issue a two year warranty on the "repaired" parts (although I wish would hav
  2. I bought a pair of expensive reputable headphones from a high street store that also operate as an online retailer with good reviews. I purchased directly from the physical store as it was easier. In less than a year the headband formed cracks from normal use on the left and right ends. The manner which they appeared flagged a design fault or a material defect. I took pictures of the cracks, eventually one side snapped. The headphones are not usable, so not fit for purpose. I went to the store with the entire box, headphones and purchase receipt and asked for a replacement. The selle
  3. I bought a Philips shaver from Amazon marketplace and the part that connects the motor to the heads presented wear just under two years. This is like a small plastic shaft with pointy ends that transfers motion to the rotary heads. The heads can be removed to be cleaned and over time this appears to have caused wear. There is now a kick and loss of traction when the shaver is placed on the face. I wrote to the seller to explain that due to this I am now receiving inferior performance from the shaver - but I'm now over the 2 year warranty provided by Philips They provided Phil
  4. Just to say this has been resolved, waitrose replied with a letter and reference number to explain their lengthy quality check process. I still couldn't see the point of waiting for over a month but they offered vouchers to replace the wine. All good
  5. Small case but still frustrating. A few years back I would never have thought that a supermarket like Waitrose can fall so low. I regularly buy wines from the fine range at Waitrose, so a few weeks back I got a bottle of red that I normally drink worth around £25. Two or three weeks later I opened the bottle with some friends and I could tell straight away before purring it into the glass that the wine was off. Everyone had a try and agreed. Very rare but it happened, the bottle had been stored in horizontal position and for goodness sake good wine doesn't cork in three weeks. I sea
  6. There has been no update from either party. What are my chances in taking 1. Amazon to small claims court for making false compensation statements? The original conversation is that they asked me to send the item back while they would pay the shipping, they were not able to contact the seller on the details provided. Then I sent the item back and forwarded the receipt. The conversation must have been recorded, although recordings suddenly become "unavailable" when requested for evidence. Then another person calls me "I've contacted the seller who has confirmed that, once che
  7. I did a negative review on marketplace for them, I will check if they are on other media. The response from Amazon Executive Customer Relations is totally unacceptable, they are just washing their hands off especially when Amazon staff ring the customer making false promises. Such calls are supposed to be supervised and decisions as such are made by a manager. If this happened in my line of work, one of the managers would get fired. What is particularly irritating after all this communication, is that the cost is negligible to Amazon UK while I have spent thousands of pounds with th
  8. The credit card will not refund the shipping cost, as the item was refunded they said the matter beyond them.
  9. The item cost was around £60 and the return shipping was £43. The item was bought with a credit card and the return shipping was paid with a different debit card. Can you point me to the right direction before I contact the credit card provider?
  10. I have looked at my written communications, although it is clearly implied that Amazon UK promised "something", they have not explicitly written down that "we will be paying the shipping cost (as a gesture of goodwill)". However I know very well what was discussed, I don't know if they record their calls but the lady told me they would pay before I sent the package. Then the other guy above called back to apologise and re-assure me that Amazon UK contacted the seller and agreed he would cover the shipping cost and refund. All BS! edit: I was also not aware the seller is in Germany until a
  11. Not yet, I fear that it would complicate things more while I am dealing with two parties at the moment, Amazon UK and the seller. I am not sure what the best course of action would be and against who at this point, but I am suspending all purchases from Amazon UK indefinitely. Also a little letter to The Guardian may be a good idea for publishing.
  12. Dear My name is AB and I work within Amazon.co.uk Executive Customer Relations. I am contacting you on behalf of the office of the Amazon.co.uk Ltd Managing Director, Mr Christopher North. After reviewing your correspondence of 29 September 2014, Mr North has requested that I respond to your email. Rest assured however, Christopher takes emails like yours very seriously and is aware of our response. I am sorry to hear that you are having problems with the third-party seller regarding the return shipping costs of order #XXX-XXXXXX-XXXXX.Please be aware that this selle
  13. I have sent a formal letter of complaint. Will give it a few days and then send a letter before action.
  14. Just a side note that the shipping was paid for by a different Debit Card at the time of posting the item back. I can try to contact them but my concern is that too many parties are getting involved in this case. EDIT: Also to add emphatically that the SELLER's RETURN POLICY is pointing to Amazon Marketplace Return Policy. These guys have shot themselves in the foot!
  15. In response to rebel11's question, it was paid for by Credit Card. To clarify every detail at this point, I made every effort to communicate with the seller and they persistently failed to provided alternative address or instructions for the return. I then contacted Amazon UK to complain who called back and after trying to get in touch with the seller they confirmed they would pay the return shipping. This was a verbal agreement without pressure from my end, call it Gesture Of Goodwill or whatever this is exactly what they promised. All documented and hopefully recorded. After all t
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