[pilsnreer]

So I wanted to get a refund on my AirPods so I used the Missing Item method, I also wanted to refund a pair of headphones in that same order. The problem is that the rep started an investigation for the Airpods which is fine, but they aren't taking any action against the headphones I also want refunded. I told them it is defective and I tried doing everything possible to diagnose the issues, and all reps I spoke to said to contact the manufacturer. I can't even return them if I can't SE because they're non-returnable. On Amazon's return page, it says you can get a refund on defective items? Anything you guys can suggest to help me proceed with this SE?

[mothered]

all reps I spoke to said to contact the manufacturer.

Nonsense.

If the Item was purchased directly from Amazon, then that's who you deal with. Request your claim be escalated.

[pilsnreer]

all reps I spoke to said to contact the manufacturer.

Nonsense.

If the Item was purchased directly from Amazon, then that's who you deal with. Request your claim be escalated.

Is it advisable I wait until the investigation on the AirPods is over or should I just do it now?

[mothered]

Is it advisable I wait until the investigation on the AirPods is over or should I just do it now?

Tackle the headphones now.

Although It relates to the same order, there's two separate claims In progress, therefore one won't affect the other.

[pilsnreer]

Is it advisable I wait until the investigation on the AirPods is over or should I just do it now?

Tackle the headphones now.

Although It relates to the same order, there's two separate claims In progress, therefore one won't affect the other.

So I contacted them via chat again, and the same thing happened but I asked to escalate my claim and so they did and then they asked if it was damaged during shipping. I said I don't know but the product never worked upon arrival so it may have been a shipping error. She said to contact the manufacturer and to send a correspondence through email back to Amazon verifying that the warranty won't cover the headphones.

I don't know what to do at this point lol.

[mothered]

So I contacted them via chat again, and the same thing happened but I asked to escalate my claim and so they did

Good, the assessment Is In progress.

I said I don't know but the product never worked upon arrival so it may have been a shipping error.

In future, don't elaborate/suggest when there's no reason to do so - It may end up working against you.

She said to contact the manufacturer

Amazon Is missing the point of your request.

If contacting the manufacturer was your Intention, you wouldn't have asked to escalate your claim. The purpose of an escalation, Is to re-evaluate claims by handling customers who're unhappy with the way they've been treated and the lack of service they've been provided.

If they want the said Information, the escalation team can get It themselves. Be sure to tell them that and of the utmost Importance, reiterate that you've purchased the product from them (Amazon), therefore they're obligated to handle every facet related to your claim.

[pilsnreer]

So I contacted them via chat again, and the same thing happened but I asked to escalate my claim and so they did

Good, the assessment Is In progress.

I said I don't know but the product never worked upon arrival so it may have been a shipping error.

In future, don't elaborate/suggest when there's no reason to do so - It may end up working against you.

She said to contact the manufacturer

Amazon Is missing the point of your request.

If contacting the manufacturer was your Intention, you wouldn't have asked to escalate your claim. The purpose of an escalation, Is to re-evaluate claims by handling customers who're unhappy with the way they've been treated and the lack of service they've been provided.

If they want the said Information, the escalation team can get It themselves. Be sure to tell them that and of the utmost Importance, reiterate that you've purchased the product from them (Amazon), therefore they're obligated to handle every facet related to your claim.

So I decided to call them up again today and this time I said I believed something happened during shipping that fucked it up and that's why they don't work, and they gave me the refund. Just waiting on the AirPods investigation now. What should I expect when the three days of the investigation are up? Will they just give me the refund because the weight of the product is so low? Or will they make me file a PR?

[mothered]

What should I expect when the three days of the investigation are up? Will they just give me the refund because the weight of the product is so low? Or will they make me file a PR?

It's not possible to determine the outcome of their Investigation. At the worst-case scenario, they'll liaise with the manufacturer.

They're currently checking the consignment against the carrier's records, so wait for their reply and (If need be) we'll tackle It from there.

[pilsnreer]

What should I expect when the three days of the investigation are up? Will they just give me the refund because the weight of the product is so low? Or will they make me file a PR?

It's not possible to determine the outcome of their Investigation. At the worst-case scenario, they'll liaise with the manufacturer.

They're currently checking the consignment against the carrier's records, so wait for their reply and (If need be) we'll tackle It from there.

Update: Messaged them this morning and the guy said to wait another 3 days so I decided to call them, and they gave me the refund! First successful SE!

[mothered]

Update: Messaged them this morning and the guy said to wait another 3 days so I decided to call them, and they gave me the refund! First successful SE!

Well done, particularly persevering throughout the entire claim - which was a major contributor to Its success.