(07-07-2021, 04:32 PM)zahiro Wrote: My case was already forwarded to the "section above" with a complaint and I got a reply in which they said "sorry you received an empty package, please submit a police report blah blah". After a few days, I wrote to them again that my package was not empty and there was an airpods box inside, but after removing the foil and opening it, all I found was the cable and the manual. After citing the relevant legal paragraphs that were sent to me by the Office of Competition and Consumer Protection, the case was again transferred to the department above after the chatrep contacted the supervisor. The case was reportedly handed over with all the notes from the chat with paragraphs and a "note from the superior", the content of which the lady did not want to give in the chat ... I am hopeful, they have 3 hours to answer.

Quote:Ask them to justify why a police report Is needed, when It's clearly not a theft-related Incident. That Is, you received the package without any damage or tampering whatsoever and upon opening Its contents, namely the box, the AirPods were missing- which Is an Inconsistency on their end ("prior to dispatch") for failing to supply the goods on your order.

(07-07-2021, 04:56 PM)mothered Wrote:

(07-07-2021, 04:32 PM)zahiro Wrote: My case was already forwarded to the "section above" with a complaint and I got a reply in which they said "sorry you received an empty package, please submit a police report blah blah". After a few days, I wrote to them again that my package was not empty and there was an airpods box inside, but after removing the foil and opening it, all I found was the cable and the manual. After citing the relevant legal paragraphs that were sent to me by the Office of Competition and Consumer Protection, the case was again transferred to the department above after the chatrep contacted the supervisor. The case was reportedly handed over with all the notes from the chat with paragraphs and a "note from the superior", the content of which the lady did not want to give in the chat ... I am hopeful, they have 3 hours to answer.

If they still Insist on a PR, be adamant with an answer to your question as per below:

Quote:Ask them to justify why a police report Is needed, when It's clearly not a theft-related Incident. That Is, you received the package without any damage or tampering whatsoever and upon opening Its contents, namely the box, the AirPods were missing- which Is an Inconsistency on their end ("prior to dispatch") for failing to supply the goods on your order.

Do not allow them to work around your request for an answer- they must provide one In full as to why an error on their end warrants a police report.

(07-07-2021, 08:18 PM)zahiro Wrote: They said that they need PR becouse of value of item.... I don't know, I told these dumbs chatreps that it's not a theft-related incident but they still insist on PR. He pasted me this PR formula 5 times....

Quote:I contacted the Consumer Ombudsman, who instructed me to write a complaint about the non-compliance of the goods with the contract and the delivery of the goods in an incomplete state, but amazon ignored it

(07-08-2021, 03:58 AM)mothered Wrote:

(07-07-2021, 08:18 PM)zahiro Wrote: They said that they need PR becouse of value of item.... I don't know, I told these dumbs chatreps that it's not a theft-related incident but they still insist on PR. He pasted me this PR formula 5 times....

The error Is clearly on their end which releases you from liability, so the Item's value and the PR Is completely Irrelevant.

As per below, demand they respond to your request, and ask why It's been completely Ignored.

Quote:I contacted the Consumer Ombudsman, who instructed me to write a complaint about the non-compliance of the goods with the contract and the delivery of the goods in an incomplete state, but amazon ignored it

(07-08-2021, 11:34 AM)zahiro Wrote: They ignore my inquiry all the time why they ignored the complaint.

(07-08-2021, 11:34 AM)zahiro Wrote: The rationale for the police report, according to them, is: "On the basis that it is suspected that it may have been compromised by theft."

(07-08-2021, 12:10 PM)mothered Wrote:

(07-08-2021, 11:34 AM)zahiro Wrote: They ignore my inquiry all the time why they ignored the complaint.

That's totally unacceptable.

Tell them that their response to your complaint, Is a mandatory requirement as part of their claims assessment that cannot be Ignored under any circumstances.

(07-08-2021, 11:34 AM)zahiro Wrote: The rationale for the police report, according to them, is: "On the basis that it is suspected that it may have been compromised by theft."

Respond with this:

"I've received the package as per Its original condition and without any signs of tampering whatsoever, so If you suspect It's compromised by theft, It did not occur whilst In transit and when received at my premises. As such, what relevance does your suspicion have to me as the buyer?".

(07-08-2021, 12:21 PM)zahiro Wrote:

(07-08-2021, 12:10 PM)mothered Wrote:

(07-08-2021, 11:34 AM)zahiro Wrote: They ignore my inquiry all the time why they ignored the complaint.

That's totally unacceptable.

Tell them that their response to your complaint, Is a mandatory requirement as part of their claims assessment that cannot be Ignored under any circumstances.

(07-08-2021, 11:34 AM)zahiro Wrote: The rationale for the police report, according to them, is: "On the basis that it is suspected that it may have been compromised by theft."

Respond with this:

"I've received the package as per Its original condition and without any signs of tampering whatsoever, so If you suspect It's compromised by theft, It did not occur whilst In transit and when received at my premises. As such, what relevance does your suspicion have to me as the buyer?".

I'm slowly losing strength because I've been fighting them for over two weeks and I'm thinking about returning the item to them. Everything you told me has already been given to them, but they still stick to the PR. The consultant in the chat yesterday did not even answer my questions just pasted a 7! times in a row the same formula despite asking for an answer to the question ... Apparently he contacted his supervisor and it was recommended to him ....

(07-08-2021, 12:36 PM)mothered Wrote:

(07-08-2021, 12:21 PM)zahiro Wrote:

(07-08-2021, 12:10 PM)mothered Wrote: That's totally unacceptable.

Tell them that their response to your complaint, Is a mandatory requirement as part of their claims assessment that cannot be Ignored under any circumstances.

Respond with this:

"I've received the package as per Its original condition and without any signs of tampering whatsoever, so If you suspect It's compromised by theft, It did not occur whilst In transit and when received at my premises. As such, what relevance does your suspicion have to me as the buyer?".

I'm slowly losing strength because I've been fighting them for over two weeks and I'm thinking about returning the item to them. Everything you told me has already been given to them, but they still stick to the PR. The consultant in the chat yesterday did not even answer my questions just pasted a 7! times in a row the same formula despite asking for an answer to the question ... Apparently he contacted his supervisor and it was recommended to him ....

This Is expected with stubborn reps and as an SE'er yourself, you need to push them to their limit which you haven't done so as yet.

Reply with what I've mentioned above and await their response.