Amazon response. What does it mean?

Amazon response. What does it mean? - Printable Version

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Amazon response. What does it mean? - Magicfingers - 07-13-2021

I tried to SE Amazon using the Serial number method. After 2-3 emails back and forth with the Amazon customer reps, I get this:

''We’ll continue looking into your experience, and we will follow up with you as soon as we have an update''.

I got this response on 3 separate SE.

So does anyone know what this could mean? Will they ever respond and offer a refund?.

RE: Amazon response. What does it mean? - mothered - 07-13-2021

Quote:''We’ll continue looking into your experience, and we will follow up with you as soon as we have an update''.

They've opened an Investigation and will get back to you In due course.

RE: Amazon response. What does it mean? - Magicfingers - 07-13-2021

(07-13-2021, 07:17 AM)mothered Wrote:
Quote:''We’ll continue looking into your experience, and we will follow up with you as soon as we have an update''.
They've opened an Investigation and will get back to you In due course.

Thanks for your response.

In this case I think my SE would fail if an investigation is opened. They asked for pictures of the damaged device but I claimed I disposed it due to safety concerns.

I also claimed that the device caused damage to my TV as well. I was asked to state the cost of repair and any invoice showing repair cost. I told them a random amount but again, I couldn't provide an invoice.
The didn't ask me for any proof of purchase.

I'm anxiously waiting to hear back from them.

RE: Amazon response. What does it mean? - mothered - 07-13-2021

(07-13-2021, 09:13 AM)Magicfingers Wrote: In this case I think my SE would fail if an investigation is opened.

An Investigation Is In fact currently In progress.

Unless there are other events they uncover, I don't see anything that can be used against you.

(07-13-2021, 09:13 AM)Magicfingers Wrote: I also claimed that the device caused damage to my TV as well. I was asked to state the cost of repair and any invoice showing repair cost. I told them a random amount but again, I couldn't provide an invoice.
The didn't ask me for any proof of purchase.

So far, It's actually heading In a positive direction for the reason that If they had evidence to decline your claim, they would've done so already.

Furthermore, not requesting a POP essentially means that they've accepted your word for the said Incident, which obviously works In your favor.

(07-13-2021, 09:13 AM)Magicfingers Wrote: I'm anxiously waiting to hear back from them.

Please reply when you receive their response.

RE: Amazon response. What does it mean? - Magicfingers - 07-13-2021

(07-13-2021, 09:58 AM)mothered Wrote:
(07-13-2021, 09:13 AM)Magicfingers Wrote: In this case I think my SE would fail if an investigation is opened.
An Investigation Is In fact currently In progress.

Unless there are other events they uncover, I don't see anything that can be used against you.

(07-13-2021, 09:13 AM)Magicfingers Wrote: I also claimed that the device caused damage to my TV as well. I was asked to state the cost of repair and any invoice showing repair cost. I told them a random amount but again, I couldn't provide an invoice.
The didn't ask me for any proof of purchase.
So far, It's actually heading In a positive direction for the reason that If they had evidence to decline your claim, they would've done so already.

Furthermore, not requesting a POP essentially means that they've accepted your word for the said Incident, which obviously works In your favor.

(07-13-2021, 09:13 AM)Magicfingers Wrote: I'm anxiously waiting to hear back from them.
Please reply when you receive their response.

I think you're right... They would've quickly turned down my claim if they had any evidence to do so.

I don't know how long their investigation takes but I intend to contact them if I don't get any update in 2 days.

Fingers crossed. Of course, I'll definitely keep you posted as it unfolds.

RE: Amazon response. What does it mean? - mothered - 07-13-2021

(07-13-2021, 10:16 AM)Magicfingers Wrote: They would've quickly turned down my claim if they had any evidence to do so.

Exactly right.

They wouldn't waste their time asking for POPs and cost of repairs, both of which Indicate that they believe the Incident took place.

(07-13-2021, 10:16 AM)Magicfingers Wrote: I don't know how long their investigation takes

It's difficult to say the time taken to receive a final response.

I've experienced Investigations that took well over a month to finalize.

(07-13-2021, 10:16 AM)Magicfingers Wrote: but I intend to contact them if I don't get any update in 2 days.

Good move.

A friendly reminder won't do any harm and can speed up the process.

(07-13-2021, 10:16 AM)Magicfingers Wrote: Of course, I'll definitely keep you posted as it unfolds.

Good to read.

RE: Amazon response. What does it mean? - Magicfingers - 07-13-2021

(07-13-2021, 10:36 AM)mothered Wrote:
(07-13-2021, 10:16 AM)Magicfingers Wrote: They would've quickly turned down my claim if they had any evidence to do so.
Exactly right.

They wouldn't waste their time asking for POPs and cost of repairs, both of which Indicate that they believe the Incident took place.

(07-13-2021, 10:16 AM)Magicfingers Wrote: I don't know how long their investigation takes
It's difficult to say the time taken to receive a final response.

I've experienced Investigations that took well over a month to finalize.

(07-13-2021, 10:16 AM)Magicfingers Wrote: but I intend to contact them if I don't get any update in 2 days.
Good move.

A friendly reminder won't do any harm and can speed up the process.

(07-13-2021, 10:16 AM)Magicfingers Wrote: Of course, I'll definitely keep you posted as it unfolds.
Good to read.

Thanks for the response.

Wow, one month is a pretty long time to wait for an investigation lol. I didn't expect it to be a lengthy process (as it is turning out to be).

Normal refunds relating to orders directly from a person's Amazon account are pretty fast. I feel like this is taking a little more time/process because it could need to go through a 'claims department' or something like that since I didn't directly make payment to Amazon.
In my next contact, I'll ask them how long the 'process' usually take.

I'm just curious, 2 out the 3 customer reps asked me for the amounts spent on 'damages' claimed by me. Does this mean they might include the amounts I claimed to the refund (if approved) or they're just asking for report purposes?.

RE: Amazon response. What does it mean? - mothered - 07-13-2021

(07-13-2021, 02:02 PM)Magicfingers Wrote: Wow, one month is a pretty long time to wait for an investigation lol. I didn't expect it to be a lengthy process (as it is turning out to be).

Normal refunds relating to orders directly from a person's Amazon account are pretty fast.

Yes, under normal circumstances whereby It's pretty much a straightforward process, Investigations tend to be a lot quicker.

My post Is based on a worst-case scenario of conflicting Information and Internal & external Investigations.

(07-13-2021, 02:02 PM)Magicfingers Wrote: I feel like this is taking a little more time/process because it could need to go through a 'claims department' or something like that since I didn't directly make payment to Amazon.

You're correct.

Due to delays with replies, Investigations take longer when liaising with external sources.

(07-13-2021, 02:02 PM)Magicfingers Wrote: I'm just curious, 2 out the 3 customer reps asked me for the amounts spent on 'damages' claimed by me. Does this mean they might include the amounts I claimed to the refund (if approved) or they're just asking for report purposes?.

It does happen, but rarely are damages paid directly by the company as part of the claim In question.

Every claim Is logged and records are kept relating to prior and current events. The reps may be referring to your claim's notes, and simply repeating It (cost of damage) for clarification purposes.

RE: Amazon response. What does it mean? - Magicfingers - 07-13-2021

@mothered :
Ok, thanks for the response.

I'll keep you posted on my progress.

RE: Amazon response. What does it mean? - mothered - 07-14-2021

(07-13-2021, 07:40 PM)Magicfingers Wrote: I'll keep you posted on my progress.

Please do.