[Lester]

Amazon has opened an investigation on one of my packages, said I received an empty box. Thoughts on just printing the return label and shipping the box back, with the motherboard out of the box? (ie taking all the cables and motherboard out) and then shipping the original brown box, as well as the motherboard box.

[mothered]

If they've opened an Investigation, you need to comply by waiting for their response.

What was their (Investigation) reply?

[Lester]

11:16 AM PDT Dave: Yeah no problem
11:16 AM PDT Amal: My pleasure.
11:16 AM PDT Dave: Take your time, appreciate your help
11:16 AM PDT Amal:
11:19 AM PDT Amal: Thanks for waiting.
I'm checking with your order, Dave.
11:20 AM PDT Amal: May I know from where did you got the package, directly from carrier or from your location?
11:20 AM PDT Dave: From my location
11:23 AM PDT Amal: Alright. Just a moment, Dave.
11:25 AM PDT Amal: Thanks for waiting.
For this, I've reported to our investigation team with your concerns. You can get back us after 3-5 business days.

[Lester]

They also followed up saying a police report would be needed to further help.

[mothered]

They also followed up saying a police report would be needed to further help.

Please provide "every detail" of their response.

[Lester]

11:10 AM PDT Amal(Amazon): Hello, my name is Amal. I'm here to help you today.
11:10 AM PDT Dave: Hello.
Could you transfer me.
An item was missing from my package
11:10 AM PDT Amal: Hi Dave. Nice to meet you.
Could you please elaborate your issue ?

So that I can help you with.
11:11 AM PDT Dave: Would appreciate it if you could transfer me to a supervisor.
11:12 AM PDT Amal: I can understand that. Could you please elaborate your issue?

Then I can check and transfer if I'm unable to help.

Just to be sure, is this item you're referring to,

ASUS ROG Strix Z390-E Gaming Motherboard LGA1151 (Intel 8th 9th Gen) ATX DDR4 DP HDMI M.2 USB 3.1 Gen2 802.11ac Wi-Fi
?
11:13 AM PDT Dave: Correct, I had an issue with delivery, but that was resolved. And then when I finally get the package, the item is not in it, just the air wrapping.
Not really the best first impression for my Amazon experience.
11:14 AM PDT Amal: Oh I'm sorry to hear that. Don't worry, I'll check this and help you.
11:15 AM PDT Amal: May I know have you received the item as open or damaged?
11:15 AM PDT Dave: Neither
The box was in great condition
So I'm wondering if it was a mispackaging or something
11:16 AM PDT Amal: Alright. I can understand that.
Would you mind if I put you on hold for a couple of moments while I check this for you?

11:16 AM PDT Dave: Yeah no problem
11:16 AM PDT Amal: My pleasure.
11:16 AM PDT Dave: Take your time, appreciate your help
11:16 AM PDT Amal:
11:19 AM PDT Amal: Thanks for waiting.
I'm checking with your order, Dave.
11:20 AM PDT Amal: May I know from where did you got the package, directly from carrier or from your location?
11:20 AM PDT Dave: From my location
11:23 AM PDT Amal: Alright. Just a moment, Dave.
11:25 AM PDT Amal: Thanks for waiting.
For this, I've reported to our investigation team with your concerns. You can get back us after 3-5 business days.

Is there anything else I can assist you with today ?
11:25 AM PDT Dave: May I speak to a supervisor?
11:26 AM PDT Amal: I'm sorry. I've checked with them. They are also providing the same details.
No other options are available.
11:26 AM PDT Dave: May I speak to their supervisor then.
11:26 AM PDT Amal: Unfortunately, they are unavailable in chat support. You can get back us after 3-5 business days.
11:27 AM PDT Amal: *unavailable right now
11:28 AM PDT Amal: I've filed an investigation regarding this. You can check back after 3-5 days.
11:29 AM PDT Dave: So I'm supposed to sit here with an empty package, of an item that is essential to my PC build that I need for tomorrow..?
I don't mind waiting until their supervisor is available.
11:29 AM PDT Amal: I can understand that, Dave. However, there is no option as of now.

Since it's an expensive one, we need to investigate.
Once it over, we'll be able to take actions on this.
11:30 AM PDT Amal: If you prefer, you can check back after few hours.
11:30 AM PDT Dave: I can wait until their supervisor is available if possible.
11:31 AM PDT Amal: I'm sorry. We are unable to wait so long as other customers are also waiting.
You can get back us after few hours.

Is there anything else I can assist you with today ?
11:31 AM PDT Dave: So when I do come back who should I ask to be transferred to.
11:32 AM PDT Amal: You can contact us like the same or by contacting via phone and ask to transfer.

[DocGrenouille]

Where are u from, and What is the amount of the refund?

[Lester]

From the US, Refund amount $250

[Lester]

Rest of the chat -
08:36 AM PDT chandrashekar(Amazon): Hello, my name is chandrashekar. Please give me a moment to review the previous correspondence.
08:38 AM PDT chandrashekar: Thanks for staying connected, David. Based on these investigation results, we will not be able to provide a replacement/refund for this order at this time. We recommend that you reach out to your local police to pursue this matter further. If the issue isn't resolved after contacting local police, please contact us back with the police crime report number and details of the station where the incident was reported. Without the police report, we're unable to take further action

[moneymaker6660]

In retrospect, you should always try and call Amazon; they have so many reps worldwide, it's highly unlikely you would run into the same one twice, this is important in the event of the rep mentioning an investigation, you hang up and call again and try with another rep.
They mentioned opening an investigation when I tried to refund a gaming chair, but I hung up and called again straight away, 5 minutes later I had a refund.