ge_rik
British narrow gauge (esp. Southwold and W&LLR)
On another thread, you will have seen I've recently acquired a Silhouette computer controlled card cutter for a very good price on eBay. It came without a power supply, instructions or any accessories (which is why it was cheap). I tracked down a power supply and then searched for a blade to replace the one with which it was supplied. The best value was on Amazon
This is an adjustable blade - 0-10 determines the depth to which the blade cuts. I was reassured by the photo and the description which clearly states that the 'adjustment tool' is supplied (the grey knurled knob).
When it arrived there was no adjustment tool - just the blade.
I went into my Amazon Account and clicked the 'Return Item' button. I filled in the forms giving the reason I wanted to return it (Incomplete). When I clicked Submit I was informed that the item was not eligible for return. I tried again, giving a different reason (Not what was purchased). Same response. I tried twice more giving different reasons. Same response.
There was a link to Amazon's Terms and Conditions - but nowhere could I see any reason why this product was not eligible for return.
I now clicked on 'Contact Us'. I gave my phone number and was phoned back immediately by a robot. I responded to all its questions and was told the item was ineligible for return - no reason given. I tried again, responding slightly differently - same response.
I now tried the online chat option. Another automated series of questions with the same outcome.
At this point I started to look for info on Consumer Protection legislation - ie The Sale of Goods Act.
I tried the online chat again and this time got a different set of questions prefaced with "We see you have contacted us previously, would you like to chat with a representative". There wasn't a "Too bloody right I do!" response so just clicked "Yes".
I kept my cool and explained my problem. After a few exchanges, the representative replied saying I could have a full refund and there was no need to return the product. Not quite the outcome I wanted, but at least I now have £12's worth of blade for free - though I still need to track down the adjustment tool (I've found a 3D print file for one on Thingiverse BTW)
So, in future, I know I need to go straight to the Online Chat section and when I get thrown off it, I'll remember to return a second time and should get through to a human being. Worth bearing in mind for future reference.
Rik
This is an adjustable blade - 0-10 determines the depth to which the blade cuts. I was reassured by the photo and the description which clearly states that the 'adjustment tool' is supplied (the grey knurled knob).
When it arrived there was no adjustment tool - just the blade.
I went into my Amazon Account and clicked the 'Return Item' button. I filled in the forms giving the reason I wanted to return it (Incomplete). When I clicked Submit I was informed that the item was not eligible for return. I tried again, giving a different reason (Not what was purchased). Same response. I tried twice more giving different reasons. Same response.
There was a link to Amazon's Terms and Conditions - but nowhere could I see any reason why this product was not eligible for return.
I now clicked on 'Contact Us'. I gave my phone number and was phoned back immediately by a robot. I responded to all its questions and was told the item was ineligible for return - no reason given. I tried again, responding slightly differently - same response.
I now tried the online chat option. Another automated series of questions with the same outcome.
At this point I started to look for info on Consumer Protection legislation - ie The Sale of Goods Act.
I tried the online chat again and this time got a different set of questions prefaced with "We see you have contacted us previously, would you like to chat with a representative". There wasn't a "Too bloody right I do!" response so just clicked "Yes".
I kept my cool and explained my problem. After a few exchanges, the representative replied saying I could have a full refund and there was no need to return the product. Not quite the outcome I wanted, but at least I now have £12's worth of blade for free - though I still need to track down the adjustment tool (I've found a 3D print file for one on Thingiverse BTW)
So, in future, I know I need to go straight to the Online Chat section and when I get thrown off it, I'll remember to return a second time and should get through to a human being. Worth bearing in mind for future reference.
Rik
