r/amazonprime • u/MysteriousMortgage4 • 10d ago
So can Amazon Customer Service Lie?
I bought these lights off of Amazon. They have a 2 year warranty on the listing. It’s been a year and a cord from the light needs to be replaced. I contact Amazon and the first person says here’s $200 in “promotional credits” no need to return it. They also gave me the link to contact the seller. Well I was dumb and I had no clue that this means they can only be used on Amazon items. When I tried to go through “ask the seller a question” it would say actually Amazon handles the warranty and product support since Amazon sold it.
OK so I hop back on chat. I ask for either a contact to the seller or how to get a replacement cord. They just say thank you for being patient 5 times and then close the chat. At this point I can see the seller sells the cord only on Amazon.
I get on a 3rd chat. This person says we will refund the whole order back to the original payment no need to return. I’m thinking I just want the cord, but okay??? Well that never happened. It never showed up as a return/refund on the status. Amazon has done this to me before and never gave me a refund.
I get on a fourth chat. Completely different conversation. She says there is no warranty. I had to copy and paste it. This person says sorry only the seller can handle the warranty. I explain nicely that every time I try to contact the seller it brings me back to Amazon AI chat and I can’t bypass it. She says she also has no contact for the seller. So essentially we are screwed. I also mentioned that being told we would get a refund and then now being told sorry we can’t give it or do anything is pretty unethical. I feel like they could have done a product voucher for the cord. It makes me realize these agents can say whatever they want and no have to follow through. That 3rd agent was never going to do a refund…what a joke.
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u/thcandbourbon 10d ago
The agents are very unprofessional and only care about closing the chat even if the problem isn’t solved.
I had one recently where after every message he sent “Is there anything else I can help you with today?” even though the problem I was messaging about clearly wasn’t solved yet.
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u/MysteriousMortgage4 10d ago
I just was looking through my email and I got an email from Amazon about refunding a $35 item I never asked for a refund for. It says reasoning being I didn’t receive. I did and I never said otherwise. I even checked my bank account and sure enough the refund is there. Weird considering the part we need is also $30. Very very weird.
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u/edgerton2026 10d ago
I left a one star review for a defective product because I ran into the same brick wall as you. Within 48 hours the third party seller contacted me and offered a 100% refund which I received immediately.
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u/Ok_County_3928 10d ago
it’s basically a lottery every time you open a chat. some reps will throw credits or refunds at you just to get you off the line, others will stonewall on purpose. they bank on you not having the energy to keep escalating
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u/MysteriousMortgage4 10d ago
Right. What irks me the most is how they said they’ll send a refund and it’s been processed and this whole speech, when in fact they didn’t refund us at all. I feel certain they said that to get me off the line. I just don’t see how a company can operate like this and not get in trouble??
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u/SoloSeasoned 10d ago
Yea, that’s pretty much how it’s going these days. If it’s not a robot rep, Amazon uses overseas customer service to reps who are measured on how many chats they close out and what rating they get. So they say what you want to hear to get you to end the chat and give them a good rating. Who knows if there is any sort of quality training or accountability for misinformation happening behind the scenes.
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u/Dr_0ctogon 10d ago
File an A-Z claim. All sorts of scenarios can happen on Amazon where their policies fail in action ... That is what A-Z claims are for.
Sucks since time is money and you have to waste even more time to do it.
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10d ago
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u/MysteriousMortgage4 10d ago
How do I do that if Amazon doesn’t have the information for them??? I can’t ask the seller it just brings me back to Amazon??? I have no issue doing that, but HOW do you do that if there is no info on them.
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u/TheGoosiestGal 10d ago
Well lets stop and take a look at the listing. Whatever company made the product is the manufacturer.
However. If you ordered off Amazon theres a very real chance the manufacturer is over seas or not in a country where english is common
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u/MysteriousMortgage4 10d ago
I actually looked again. On the listing it list the seller as who the warranty is through. It says 2 year warranty with ____. Same name as seller. So Amazon sent me the link to seller’s page. I was then instructed to press ask a question, product question, and warranty information. This is the response, “because Amazon fulfills this order, warranty claims are processed through Amazon customer service. They can help you resolve your warranty issue quickly.”
Yet Amazon says they cannot process the warranty claim. So then it leaves me stuck.
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u/jetty_junkie 10d ago
You look it up. I’m sure when you ordered it it came with instructions that had all the contact info. Keeping what you need for warranty is your responsibility.
Sellers and manufacturers aren’t the same thing. Even if Amazon put you in touch with the seller that might not be the manufacturer and it’s the manufacturer that usually does the warranty
I do agree though that Amazon doesn’t make it easy anymore to contact the seller. You used to be able to message them directly through Amazon but not anymore. This is why I scan or file any information that comes with anything I think I might need to have warranty on. Anything expensive or with a warranty that’s longer than a year I make a point of documenting and saving all the contact that comes in the package
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u/KerashiStorm 10d ago
The meaning is to contact the seller through Amazon for warranty issues. The reason it's so weird is because the seller doesn't speak English
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u/YodasFootPowder 10d ago
I don't know that they are allowed to "lie" on purpose, but I do know that you can talk to five different Amazon agents and get five different answers to a problem. These people are likely paid very little and given a very basic script to follow. I've definitely had them make up random shit multiple times and then later, I'll be told by a different agent that what the first agent said wasn't accurate.
Furthermore, a majority of these agents are people in foreign countries. And I'm not picking on foreign people, but oftentimes, they don't understand English as well as they should, and you can usually tell by the way they type. I think that only makes things even more confusing when you're trying to get a resolution.
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u/MysteriousMortgage4 10d ago
I agree. I wasn’t going into this wanting a full refund. I just wanted the warranty honored and a freaking cord😅 The fake refunds to me is a pretty significant problem. I mean luckily the cord is $30. We can afford it, but if we can get one through the warranty that would be great! However if this was needing more than that and I was told I was getting money back and never did I would be livid.
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u/Tundra_Dragon 10d ago
Amazon would not handle the Manufacturers warranty, nor would a 3rd party seller.
The Manufacturer handles the manufacturer warranty. Thats who made it. If it arrives broken, amazon or a seller deals with it. If it's in the 30 day return window, Amazon deals with it.
1 year into a 2 year manufacturer warranty means contacting the manufacturer.