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Everything posted by VGTom

  1. Hello again! Hope you had a lovely Christmas holiday. A little update here: I got the refund in the end, they were pretty quick actually, I didn't even realize but I got it in three days after receiving that email from the CS executive. I have to say I am a bit relieved now, it would have been interesting to go through with the whole thing, go to a hearing, etc. but it's nice that I don't have to risk any more money in court. The only thing I am sad about is that Hermes is getting away with stealing again. I guess we would need thousands of people to sue Hermes for losing packages and maybe th
  2. Ok, sorry for my late reply but I got this letter from Amazon yesterday (Monday): Now this sounds great but I am not going to celebrate until I have that money on my bank account... Not going to proceed with Moneyclaim in the meantime. Will be back to you as soon as I get (don't get) the refund
  3. Don't worry, I read around already, just wanted to double check. I will post the particulars of claim tomorrow or Sunday here.
  4. Ok both sent today. Should we wait for a reply now? I mean technically they don't have to reply to this, right?
  5. Understood. I am going to send it in email to both managingdirector@amazon.co.uk and to complaints@amazon.co.uk (I have no clue where else to send this, the only other email I could find was Jeff Bezos', probably he has bigger fish to fry ). Additionally I will send a physical copy to the Amazon UK headquarters (60 Holborn Viaduct, Holborn, London EC1A 2FD, UK ???).
  6. Oh and one more thing. I think there is one more important thing about this case that I should mention in the letter of claim. So I got the following response from the head offices: "Since you used your own label, I recommend that you directly contact the carrier used and see all possible options" I feel like they are trying to blame me for using my own label. I think it would be important to point out that this was the only option left and that I was told to do that as they weren't able to create a prepaid shipping label for me. What would be the best way to incorporate this into the letter o
  7. Oh I am prepared to sue! And thank you again for the edits. Also, should I send it by post as well?
  8. Hey, thanks for the edits. So this is how it looks like now:
  9. Yes, I have the original ones (by that I mean screenshots of the chat as Amazon uk is not able to send chat transcripts to emails + you can't ask for chat transcripts that happened in the past... how convenient for them). I forgot to post it the following day, here is the letter of claim: So do I just send this to Amazon via email? If yes, I will both start a new chat with a CS assistant and send it there and send it to managingdirector@amazon.co.uk as well.
  10. Hello! Please see the chat transcript attached. I am still working on the letter of action, will post it as soon as I'm done. So regarding the chat transcript: this is basically the ONLY evidence I have. What do you think? Is it enough to support my case? Chat_transcript_typed.pdf
  11. Thanks, I will do both the transcript and letter of action before Monday and post them here. Enjoy your weekend!
  12. Is there any way for me to send you the chat transcript (I am talking about just a few lines, the important ones) so you can check if what you see there is enough evidence? I only have screenshots, I can't just copy/paste the conversation here. Or if you want I can just write it all down here so other people checking the forum can still see the conversation. About the letter before action: I have looked at the other topics but I am not sure which template should I go with. I understand that I shouldn't really go into details about the case but make it brief instead. Can you suggest me a
  13. Hello! So I directly contacted the managing director at managingdirector@amazon.co.uk (as I haven't heard back from anyone about that "ongoing investigation")and I got the following reply: My name is Jaluk Singh from the Amazon.co.uk Amazon Executive Customer Relations Team. Your correspondence has been brought to my attention, and I wanted to personally respond. "I understand that you did not return the order using the Amazon pre-paid label as you had some problems during the collection. Since you used your own label, I recommend that you directly contact the carrier used and see all possi
  14. Hey again! I completely get your point and I agree with you. Again sorry for not writing for weeks, to be honest, I was also waiting for a reply from Amazon (I had to contact them three times, the amazon associates are awful... they don't read your messages and they just don't care in general). Yes, I have and I just got an email from them actually (2 days ago)... They have finally understood that the item is lost in transit... They told me this: "As the item has been lost in transit, I have referred to our higher team and have raised an investigation for the item missed. (
  15. Hey! Sorry for not writing, I have been extremely busy in the past few weeks. I do have a question though and I wanted to see your opinion. I understand that the next step will be probably to take legal action against Amazon. But there is one thing that I haven't tried yet. What do you think about filing an official complaint through a third party, like https://www.econsumer.gov/#crnt or with the relevant (private sector?) ombudsman (I am not sure where I could do that)? And if I am not happy with the ombudsman's decision, I could still take court action.
  16. Thank you! I will write as soon as I spoke with them. I am still waiting for a reply from them (they promised that they would conduct an investigation into the matter).
  17. What are the main points I should stress during my call with Amazon?
  18. Understood. Maybe as a first step it would be a good idea to write to Amazon and tell them that I would have selected the prepaid hermes drop-off option, like I always do, but I wasn't able to as that option wasn't available for the laptop. Additionally, after Hermes not collecting the item on two consecutive times with the Hermes home pick-up option, I was advised by a customer service assistant to organize the return myself as there is no point in choosing the home pick-up service for the third time. Following his advice and returning the laptop myself being the only available option to
  19. "As it is they recommended parcel monkey but you really opted not to take it." - well they recommended parcel monkey OR any similar service. From the sentence it feels like parcel monkey was just an example. Another thing I wanted to correct is that laptops are on the non-compensation list, not the prohibited items list (devices that need battery to operate are not prohibited, only plain batteries) but I am not sure if this makes any difference. I might want to try "very hard to charm Amazon into seeing things my way" first if that is all right with you too. Btw I just chec
  20. Which one would you recommend me doing? And what do you mean by proceed against Amazon? Sue them or just bring this whole thing up in more agressive manner? As for your question I have a small part of the conversation I had with the assistant. I was told: "I could only find the pickup option. So you could arrange your own return using parcel monkey: www.parcelmonkey.com or any similar service. Keep the receipt and send it to: ...url... And we will refund you the postage fees" But before that I remember them saying that there is no point in waiting for Hermes home-pickup anymore as they h
  21. Type (description) of the item: laptop. Value: £999. The rest is correct :).
  22. No sorry for not being clear, my bad. The first part of my reply was for when I initiated the return process on the Amazon website. The second was on the Hermes website.
  23. So basically how it works on Amazon is when you return you have to select a reason for returning the item from a dropdown. There I have selected performance or quality not adequate. That was the only time they asked me why I am returning the product. I have declared 999 both for making a claim and when arranging the delivery (as I said I couldn't input a higher number, it wouldn't have let me to proceed otherwise).
  24. I completely agreee with what you're saying, obviously I made a huge mistake here, never should have listened to Amazon and should have just waited for Hermes to come and collect the laptop. The laptop wasn't faulty but did have some flaws that justifies a return (screen bleeding was my biggest issue). Yes I understand that, probably I will have to claim that amount instead of the full one. If you mean £999, then yes, I am 99% sure about this but I can't check it anywhere in the system so I might have to wait for their reply to my claim. Any thoughts on this
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