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I buy regularly from Amazon (Amazon Warehouse, even more so) and assumed their warranty for Electricals was really good. I sent back my niece's Amazon Warehouse-bought Lenovo K6 Note after it white-screened seven months in, last year, and got a full refund without a fuss.
Fast forward to last night. I have a Kalorik Bean To Cup Filter Machine (not the best of the best, and not a bona-fide Bean To Cup machine, but it suits my needs, and has a hotplate) which I've used for a few months happily. Cost a bargainous £14-odd from Warehouse. All of a sudden it's completely dead. So I changed the fuse. Still the same.
First convo I had on Live Chat didn't go well - they offered me £5! Tried Live Chat again last night.
Im not asking about a return, Im talking about a faulty item
20:21
Kate | Customer Service
Yes, for the warranty of it, we only offer a 6 months warranty.
K
20:22
I dont understand, because when my niece had a faulty Lenovo phone, bought from Warehouse, I was able to return it for a full refund last year
20:23
Kate | Customer Service
May I have the order number of the lenovo for me to check?
K
20:27
Order placed 18 October 2018
Order # XXXXXXXXXXXX
Return complete
Your return is complete. Your refund has been issued.
LENOVO SMARTPHONE DUALSIM K6 NOTE PA570140IT 32GB ITALIA DARK GREY
Condition: Used - Good - Item will come in original packaging. Packaging will be damaged. Missing USB/Firewire cable. Missing earphones.
Sold by: Amazon EU S.a.r.L.
20:28
Kate | Customer Service
It depends on the amount of the item.
K
20:29
That was around £54. This coffee machine was around £14?? I think, so I dont know what you mean
20:29
Kate | Customer Service
If the item is above 20 GBP, we offer 2 years warranty.
20:31
This DID have a happy ending, however. I put all the (non-electrical) bits in the dishwasher, put it back in the machine, and, BEEP (it's working), so maybe loose coffee grinds stopped it from functioning properly.
I buy regularly from Amazon (Amazon Warehouse, even more so) and assumed their warranty for Electricals was really good. I sent back my niece's Amazon Warehouse-bought Lenovo K6 Note after it white-screened seven months in, last year, and got a full refund without a fuss.
Fast forward to last night. I have a Kalorik Bean To Cup Filter Machine (not the best of the best, and not a bona-fide Bean To Cup machine, but it suits my needs, and has a hotplate) which I've used for a few months happily. Cost a bargainous £14-odd from Warehouse. All of a sudden it's completely dead. So I changed the fuse. Still the same.
First convo I had on Live Chat didn't go well - they offered me £5! Tried Live Chat again last night.
Im not asking about a return, Im talking about a faulty item
20:21
Kate | Customer Service
Yes, for the warranty of it, we only offer a 6 months warranty.
K
20:22
I dont understand, because when my niece had a faulty Lenovo phone, bought from Warehouse, I was able to return it for a full refund last year
20:23
Kate | Customer Service
May I have the order number of the lenovo for me to check?
K
20:27
Order placed 18 October 2018
Order # XXXXXXXXXXXX
Return complete
Your return is complete. Your refund has been issued.
LENOVO SMARTPHONE DUALSIM K6 NOTE PA570140IT 32GB ITALIA DARK GREY
Condition: Used - Good - Item will come in original packaging. Packaging will be damaged. Missing USB/Firewire cable. Missing earphones.
Sold by: Amazon EU S.a.r.L.
20:28
Kate | Customer Service
It depends on the amount of the item.
K
20:29
That was around £54. This coffee machine was around £14?? I think, so I dont know what you mean
20:29
Kate | Customer Service
If the item is above 20 GBP, we offer 2 years warranty.
20:31
This DID have a happy ending, however. I put all the (non-electrical) bits in the dishwasher, put it back in the machine, and, BEEP (it's working), so maybe loose coffee grinds stopped it from functioning properly.
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26 Comments
sorted byAmazon support told me that under some EU law in certain circumstances that items are covered for up to 2 years when sold direct by Amazon or fulfilled by Amazon, this of course varies by the support agent you speak to. (edited)
All good. Thought it might be an alter ego
Not necessarily nonsense, but certainly not precedent unless buried in the merchant's t&c somewhere. But it may serve as a convenient item of bargaining power in any future claim if the chat jockey is not familiar with statute legislation.
I've had a confused/ignorant chat rep who seemed unaware of Amazon's obligations, especially in my case where the Amazon vendor was registered in UK. I simply summarised the merchant obligations and referenced the legislation, then requested the Amazon chat rep consult with manager to identify Amazon's exemption to the legislation - this was presented to the chat rep as assistance not assertion. Took 5 mins but replacement was offered with no requirement to return. Not convinced that was a gesture of goodwill; simply somebody higher up in the food chain knew the score.
Is your middle name Louise as well ?
Calm down, it's just a username
They tried to screw me over with an as new cordless mower. Started messing me around via live chat so i gave up and tried to do a return automatically and they wouldn't even pick it up. Only option was to package the whole thing back up and take it to the nearest drop off.
Wasn't going to do that so went back on live chat and pretty much instantly got a refund and got told to dispose of the mower however i wanted to.
Took the mower apart and found out the motor was completely dead (they obviously don't check stuff like they claim) and sold the battery and charger and made £40 out of that "experience".
Ah, OK. I did have an easy time of it returning my niece's Warehouse-purchased Lenovo K5 Note last year (around seven months old). I do get the feeling Amazon are becoming more difficult, customer service-wise, as time goes on. Though maybe I'm just unlucky. (edited)
They are more difficult and they don't make the live chat easy to find now and their warehouse stuff isn't checked properly.
I bought two parts for my pc on black friday both listed as used like new and both had faults.
My name is Louise, just the Amazon account is my mum's
It'd need to be a pretty consistent one. I use my name on a lot of my online accounts, haha. (edited)
Basically, the 2 year warranty for £20+ items bought from Warehouse is nonsense, then. I don't expect to get accurate information on Live Chat, so I'm as in the dark as ever.
On the first Live Chat session they told me to return it, then on the second chat session I wasn't given the option, nor was it mentioned. (edited)
Tried to return some faulty headphones (sold directly by amazon) after 5 months and they refused, saying I had to contact the manufacturer.. wouldn’t budge!
Urgh, maybe they've taken a New Year's Resolution to be tougher on us poor plebs. Not good news. Sorry to hear that.
I call utter rubbish hearsay, but will humbley request links to both this wonder EU law and Amazon's statement of acceptance of it. Until that time, the "up to 6m then proof of merchant liability required" is still statute as per quaint local legislation of Consumer Rights Act 2015, succinctly interpreted into plain English to calm excitable opportunists by credible consumer organisation Which at which.co.uk/con…act
Amazon won't accept a return request at 5 months because the buyer is not entitled to a return; the return option ceased at day 31 of possession. Between day 31 and the end of month 6 the buyer may request the merchant repair or replace an allegedly faulty item. These timeframes and associated options are stated within CRA 2015.
Ah yes by return I mean I asked for a repair or replacement.. still got told to contact the manufacturer!
I did ask. Twice. This is about Amazon Warehouse, not brand new items from Amazon (different departments, and I'd assume, different warranty obligations).
Was going to try for a third time (after being offered £5 refund, then told to return it, then told I couldn't) so I was wondering if this is a new rule, or maybe Amazon only offer a longer warranty on £20+ (Warehouse-bought) items as I was told? (edited)
Mine was an amazon warehouse item. I think it’s the luck of the draw sometimes who you get on the chat.
The big problem, as I see it, is that Amazon don't actually publish any details about warranty on Warehouse deals, so it's up to a mixture of how pushy the customer is, and which CS rep you get as to what the outcome is. The stories above show a very mixed bag of experiences - some of which is utter bull (e.g. having to contact the manufacturer, when your contract is with the retailer, or having different warranty periods depending on the purchase price!)
Does anybody have a link to a definitive, legally-binding, statement by Amazon as to what warranty is provided on their Warehouse deals?
I'm trying to look for that now as I'm looking to purchase a laptop and don't see anything. I had difficulty with returning a Currys eBay item so will never be doing that again.
It's not required, unless you are hoping for / expect more than mandatory legal guarantee as required by Consumer Rights Act 2015. If you want to view how Amazon applies CRA 2015 start via link below.
"If a product turns out to be faulty or not as advertised, you may be entitled to free of charge repair, replacement or refund."
Note use of word "may" as mandatory requirement of repair / replacement / refund is defined by CRA based on time since buyer took possession of the goods and where a repair / replacement / refund is mandatory or optional chosen by merchant.
amazon.co.uk/sp?…toz
"If a product you’ve purchased on Amazon Marketplace turns out to be faulty after delivery or not as advertised (i.e., non-conformant), the Seller has to give you a free of charge (including return costs) repair, replacement or refund for a “reasonable time” following the sale. That time will vary depending on the product and its value. However, if you make such a claim more than 6 months from delivery, you may need to prove that the fault existed at the time of delivery of the product and wasn’t caused by, for example, an accident, misuse, liquid damage, etc.
In addition, many Marketplace Sellers or manufacturers of the products sold offer their own commercial warranty that may also promise to repair the product purchased for a period of time. These may be free or for optional purchase.
Note: The commercial guarantee may never replace the legal warranty described above, which you always have from the Seller."
amazon.co.uk/gp/…010
One observation that some buyers struggle with:
Amazon's definition of "return" is not related to Amazon's option of replacement / repair / refund after day 30 of buyer's possession of the goods.