[mothered]

I think they were referring to the customer service team, rather than the specialists. Even so, why tf is a CS rep even responding, when it should only be a specialist.

Exactly.

Their response Is ambiguous and not clearly defined.

I was about to press on with the claim, but I did have  a thought. This phrase of the latter email is what I’m trying to get around now:

“ We closely examined your account, any related accounts, and your order history to ensure that any decision regarding your account was made according to our policies.”

I was thinking that this could be a few things. Firstly, could they relate my friend’s account to mine?

If they had evidence that represents multi-accounting, they would've already taken action, as opposed to keeping the claim active and suggesting to escalate It.

Secondly, I searched through quite a few phones (for the replacement phone) on my account before I performed the SE - could they see this and correlate it to me buying the android phone on a different account?

Not at all.

Disregard It altogether.

Lastly, I got someone I knew to try and SE an iPhone 13 a month ago. The order was made in nov, and his SE attempted early December. However, it didn’t work and I ended up just returning it legitimately (got the money back in my account on dec 23rd).

Was this done on the same account as the one that's currently In progress?

I guess I won’t know the issue until i press them for it (if their claim was even legit anyways), but should I change my attack vector to account for these 3 possible scenarios?

Escalate the claim for the said reasons.

Also, make sure they locate and return the phone that you sent. It's not theirs, hence they have no right to throw It In the trash.

Once again, thanks for your advice

You're welcome.

[Datswansguy]

Was this done on the same account as the one that's currently In progress?

Yes, it’s the same account. That’s why I was wondering if they’d just shut down the SE without the other info. Do you think it’d affect it?

Escalate the claim for the said reasons.

Also, make sure they locate and return the phone that you sent. It's not theirs, hence they have no right to throw It In the trash.

Will do, I’ll press them for it now.

[mothered]

Yes, it’s the same account. That’s why I was wondering if they’d just shut down the SE without the other info. Do you think it’d affect it?

It wouldn't surprise me If that's the cause of the complications you're experiencing at the moment.

You've tried to SE an IPhone 13 only a month/6 weeks ago, and now you've hit the same/similar model again. All It takes Is a simple lookup of your account history, and the similarity of each event will set off alarm bells. You should've used a different account for this SE.

Will do, I’ll press them for it now.

Yes, keep on going.

[Datswansguy]

All It takes Is a simple lookup of your account history, and the similarity of each event will set off alarm bells. You should've used a different account for this SE.

Oops! I’m realising that now. I got too greedy, and got stung for it. The silver lining of this is that I’m learning (the hard way, but learning nonetheless). This SE has taught me a fair bit so far, so imo it’s worth it regardless of the outcome.

[mothered]

Oops! I’m realising that now. I got too greedy, and got stung for it. The silver lining of this is that I’m learning (the hard way, but learning nonetheless). This SE has taught me a fair bit so far, so imo it’s worth it regardless of the outcome.

What's done Is done, It cannot be reversed.

Focus on moving forward with the SE from this point onwards as discussed.

[Datswansguy]

Focus on moving forward with the SE from this point onwards as discussed.

I think I have a slightly larger problem on my hands now .... 😬:

“The decision was made solely by Amazon.co.uk and you must address your concerns with Amazon.co.uk.

Amazon.co.uk found that the rate at which refunds were occurring on your account was extraordinary and could not continue.

While this activity is not directly related to your Amazon.com account, we cannot allow you to remain an Amazon.com customer when a partner site has taken this action.”

Not sure how Amazon.com got involved, but apparently I’ve been making too many returns. I made 2 (legit) returns on cheap items (£7, £15) in September, and the iPhone a few weeks ago, but that’s it in the last 6 months.

I’m not really sure what to do in this situation. Should I still press onwards with the SE? Or just cut my losses and move on for now?

[mothered]

I think I have a slightly larger problem on my hands now .... 😬:

“The decision was made solely by Amazon.co.uk and you must address your concerns with Amazon.co.uk.

Amazon.co.uk found that the rate at which refunds were occurring on your account was extraordinary and could not continue. 

While this activity is not directly related to your Amazon.com account, we cannot allow you to remain an Amazon.com customer when a partner site has taken this action.”

I wish you took your account history Into serious consideration before hitting the SE.

As previously mentioned, It's responsible for the Issues that continue to develop.

Not sure how Amazon.com got involved

Amazon Is not region-specific, hence they have the capacity and power to look Into external claims.

but apparently I’ve been making too many returns. I made 2 (legit) returns on cheap items (£7, £15) in September, and the iPhone a few weeks ago, but that’s it in the last 6 months.

Be sure to ask for clarification.

Amazon's assessment Is contradictory. First they've stated the Issue was with the phone Itself, and now they're claiming It's account-related due to too many refunds. Their evaluation of your claim Is a mess.

I’m not really sure what to do in this situation. Should I still press onwards with the SE? Or just cut my losses and move on for now?

Request your claim be escalated to a higher level and as said above, ask them to clarify your account history.

[Datswansguy]

I wish you took your account history Into serious consideration before hitting the SE.

As previously mentioned, It's responsible for the Issues that continue to develop.
Request your claim be escalated to a higher level and as said above, ask them to clarify your account history.

I’m thinking at this point, it might just be easier to create a new account and start from scratch. I’ll keep pressing this SE until it comes to a conclusion, but it sounds to me like I’ve already “screwed the pooch”.

[mothered]

I’m thinking at this point, it might just be easier to create a new account and start from scratch. I’ll keep pressing this SE until it comes to a conclusion, but it sounds to me like I’ve already “screwed the pooch”.

Essentially, It's your call.

What you've said with your account's transactions, does not correspond with Amazon's findings. At least see If It can be clarified.

[Datswansguy]

What you've said with your account's transactions, does not correspond with Amazon's findings. At least see If It can be clarified.

And so the saga continues, turns out that it wasn’t an account issue after all:

“ I am sorry to hear about your experience regarding the email you received..

I understand that you would like to escalate this, however, all Amazon account specialists are trained to find the best possible resolutions for our customers' issues.
Your return for the order ~~~~~~~ contained Basic and Little ~~~~~~~~ instead of the original item.

Our records show that the order was complete and in proper condition, and the correct item was in the package when it left our fulfillment center. In addition, the carrier has confirmed that the parcel was intact and undamaged when it was delivered to you.

To protect our employees and customers, we have disposed the incorrect item/mistaken returns as per our policy.

Accordingly, we cannot issue a refund for this order until we receive the correct item. Return the correct item to us if you would like a refund.”