Jak jsem reklamoval Kindle

Dějství první — praskliny

Na mém Kind­lí­ku se asi před půl rokem obje­vi­ly dvě praskli­ny, jed­na v kaž­dém spod­ním rohu pod dis­ple­jem. Nejdří­ve byly sko­ro nevi­di­tel­né, postup­ně se ale zača­ly zvět­šo­vat. Sice zatím nebrá­ní čte­ní, ale bál jsem se, že by nako­nec moh­ly mít vliv na funkč­nost čteč­ky. Pro­to­že je Kindle ješ­tě v záru­ce, roz­ho­dl jsem se, že vyzkou­ším rekla­ma­ci. Na netu se už obje­vi­lo poměr­ně hod­ně pří­spěv­ků potvr­zu­jí­cích bez­pro­blé­mo­vost toho­to v naší zemi tolik adre­na­li­no­vé­ho spor­tu. Tak­že jsem se na strán­ce své­ho pro­fi­lu na Amazon.com při­hlá­sil k cha­tu se zákaz­nic­kou pod­po­rou. Do minut­ky jsem byl spo­jen. Níže najde­te kopii naše­ho roz­ho­vo­ru.

 

You are now con­nec­ted to Jen­ni­fer from Amazon.com.

Me: Hello, My Kindle Key­bo­ard has a dia­go­nal crack going down from each of the cor­ners under the scre­en. The cracks are get­ting big­ger and big­ger.
Jen­ni­fer: Hi, my name is Jen­ni­fer.
I’m sor­ry that the­re are crack on your Kindle scree. I’ll be more hap­py to assist you with this mat­ter. May I have the name on your account?
Me: Yes, it’s Vla­di­mir Kuz­ba
Jennifer:Thank you. Your email add­ress is vlad.kuzba@gmail.com, correct?
Me: yup
Jen­ni­fer: Can you ple­a­se tell me more on how did the crack on the Kindle scre­en occur?
Me: It’s just been the­re. At first they were really thin, almost invi­si­ble, but they are growing big­ger and big­ger, now you can see then clear­ly with a naked eye. I did’t drop the devi­ce or any­thing like it. I bou­ght it toge­ther with the ori­gi­nal Ama­zon case (the one with the light) and have never taken it out from the case.
Jen­ni­fer: I see, is the crack under­ne­ath the scre­en?
Me: yes, it starts on the cor­ner of the scre­en. In fact the­re are two of them — one in each ot the bot­tom cor­ners
Jen­ni­fer: Just to veri­fy is this for Kat­ka­’s Kindle?
Me: no, Vlad’s Kindle, it’s Kindle Key­bo­ard with the light case
Jennifer:Thank you. At this point the­re’ll be no more trouble­sho­o­ting ste­ps that I can pro­vi­de you to fix the pro­blem of your Kindle. Let me pull up your account to check for the warran­ty of your kindle and check for best possi­ble opti­ons.
Me: OK, just to say I bou­ght it on Novem­ber 11, 2011 in Best­Buy in Long Beach, Cali­for­nia
Jen­ni­fer: Thanks for wai­ting Vla­di­mir.
I chec­ked on the Kindle and see that it is still in warran­ty. In this case I can send you a free repla­ce­ment inste­ad.
In order for us to pro­cess the repla­ce­ment, may I ple­a­se have the ship­ping add­ress.
Me: Gre­at! My current add­ress is
Vla­di­mir Kuz­ba
CENSORED 🙂
Jen­ni­fer: Thank you. And just a heads up. We need a valid cre­dit card num­ber to use as a colla­te­ral. Don’t wor­ry you will not be char­ge for it. Unless the defecti­ve Kindle is not return within 30 days. Can you give me the last 4 digit of a cre­dit card and the expi­rati­on date that we can use for colla­te­ral?
Me: CENSORED 🙂
Jen­ni­fer: I’ll pro­cess the repla­ce­ment now and I’ll be sen­ding a con­fir­mati­on toge­ther with the return label link on your email that you can use to print the return label so that you don’t need to pay for the return ship­ping cost.
When you return your Kindle, ple­a­se keep your USB cable or power adapter, manu­al, and any acces­so­ries or other items that ori­gi­nally ship­ped with your Kindle.
Me: OK, I’m afraid I don’t have the box any­mo­re, is it gon­na be a pro­blem?
Jen­ni­fer: Oh not a pro­blem Vla­di­mir. You can use any box. Just attach the label and drop it off to any UPS sto­re.
I have pro­ces­sed the repla­ce­ment for you. I have also sent you an email con­fir­mati­on along with the return ship­ping label link.
Me: Will the new devi­ce arri­ve by post, UPC or what?
Jen­ni­fer: Oh, as of the moment we don’t have yet the name of the carrier sin­ce it is not yet ship out. But once we ship our the Kindle we’ll send you an email with the carrier and trac­king infor­mati­on.
The pre paid label on the other hand will be for UPS.
Me: OK, I will get ano­ther Kindle Key­bo­ard I hope, won’t I?
Jen­ni­fer: Yes it will be the same model.
Me: Gre­at. Thanks for your sup­port.
Jen­ni­fer: It’s my ple­a­su­re! You can alwa­ys feel free to con­tact us if you have any more con­cerns, and we’ll be more than hap­py to assist you.
Thank you for con­tacting Ama­zon-Kindle sup­port, you have a good day!
Me: Yes good for you as well, If you­’re based in NY, ple­a­se accept my sym­pathy.
Jen­ni­fer: Thank you.
Celé to netr­va­lo ani půl hodin­ky.  Tak jsem zvě­dav, kdy nový Kind­lík dora­zí… Bra­vo Amazon.com

Dějství druhé — situace se komplikuje

Levá stranaLevá strana Už ve čtvr­tek mi vola­la UPS, že pro mě mají balí­ček z Ame­ri­ky. Dohod­li jsme se, že mi ho při­ve­zou odpo­led­ne kolem čtvr­té domů. V půl mi pán zno­vu volá, že si ráno nevši­ml, že je na něm dopla­tek asi 728 korun. Že prý asi clo. Řekl jsem mu tedy, ať nejez­dí, že nic pla­tit nebu­du, neb se jed­ná o rekla­ma­ci. Balí­ček zůstal v UPS a já zno­vu kon­tak­to­val Ama­zon. Na cha­tu mi něja­ká paní/slečna (Haló, tady Indie) tvr­di­la, že clo je mou zále­ži­tos­tí a že do toho Ama­zon nemů­že vstu­po­vat a tvr­do­šíj­ně trva­la na svém, že si to musím s naši­mi cel­ní­mi úřa­dy vyří­dit sám. Po skon­če­ní cha­tu vždy posí­la­jí email se shrnutímtoho,o čem se mlu­vi­lo. Email se uká­že po roz­klik­nu­tí

Email

Hello, You are the impor­ter of record for your shi­p­ment and your inter­nati­o­nal shi­p­ment may be sub­ject to cus­toms duties, import taxes and other fees levied by the desti­nati­on coun­t­ry and carrier. These fees can vary wide­ly from coun­t­ry to coun­t­ry. Ple­a­se note that cus­toms or import duties may be levied once the repla­ce­ment pac­kage rea­ches the desti­nati­on coun­t­ry. Addi­ti­o­nal char­ges for cus­toms clea­ran­ce would have to be bor­ne by the reci­pi­ent; we have no con­t­rol over these char­ges and can­not pre­dict what they might be. However, if you have alrea­dy paid for the cus­toms char­ges on the ori­gi­nal shi­p­ment and you pay cus­toms duty and/or VAT on the repla­ce­ment, you may seek a refund of the cus­toms duties and/or VAT on the damaged items by con­tacting your Cus­toms autho­ri­ties. Ple­a­se con­tact the Cus­toms autho­ri­ties to find out the appli­ca­ble pro­cedu­res in your jurisdicti­on. Ple­a­se reta­in all the docu­men­tati­on evi­den­cing pay­ment of cus­toms duties and taxes and the damaged items as these may be requi­red by the Cus­toms autho­ri­ties pri­or to pro­ces­sing your refund. You may also cho­o­se to con­tact the carrier to seek the­ir assistan­ce in rec­lai­ming the duties and taxes on the damaged items. Ple­a­se note that the carrier may char­ge a sepa­ra­te fee to pro­vi­de this ser­vi­ce for you. Thanks for your inte­rest in Kindle. Thank you for your inqui­ry.
Dev Anand P.

Volal jsem UPS, postup­ně se dovo­lal až k něja­ké­mu páno­vi, kte­rý má na sta­ros­ti prá­vě věci kolem cla. Ten pra­vil, že si to mám vyří­dit s Ama­zo­nem, že v tako­vých pří­pa­dech bývá na balíč­ku napsá­no, že clo a DPH je na vrub Ama­zo­nu. K tele­fo­ná­tu do Ama­zo­nu jsem se doko­pal až 14.11. večer. Texa­san­ka Judi­th mě asi po třech minu­tách ubez­pe­či­la, že chy­ba je na jejich stra­ně. Doho­da byla tako­vá, že clo zapla­tím a fak­tu­ru od něj nafa­xu­ju na čís­lo Ama­zo­nu, kte­ré mi obra­tem posla­la na mail. Oni mi potom do pěti dnů pou­ká­ží pení­ze na účet, kte­rý je navá­za­ný na VISA kar­tu regis­tro­va­nou v mém účtu.
Email

Hello, As we dis­cus­sed here is the infor­mati­on you need to get your refund: If the­re are any addi­ti­o­nal cus­toms fees when your Kindle is deli­ve­red, ple­a­se fax us the VAT and cus­toms forms indi­ca­ting the amount you were char­ged, as well as a copy of the invoice for your order. Ple­a­se fax these docu­ments to us at 206−922−5923. You should rece­i­ve a respon­se within 3–5 busi­ness days. I am sor­ry you had this pro­blem. Judi­th

Co mě veli­ce mile pře­kva­pi­lo, byla cena za hovor usku­teč­ně­ný přes Sky­pe. Když jsem domlu­vi­li, uvě­do­mil jsem si, že s tímhle postu­pem při­jdou dal­ší kom­pli­ka­ce — jak nafa­xo­vat doku­ment do USA by zase nebyl tako­vý pro­blém, ale radě­ji si nepřed­sta­vo­vat, kolik si ban­ka naúčtu­je za plat­bu ze zahra­ni­čí… Ale vem to čert, říkám si, hlav­ně, že to už bude vyří­ze­no…
14.11. 22:20   +12015593882 , USA   Hovor   €0,019   03:06   €0,130

Pat­nác­té­ho dopo­led­ne volám na UPS, aby mi tedy balí­ček doru­či­li, že jsem se s Ama­zo­nem domlu­vil. Ale ouha, balí­ček byl mezi­tím vrá­cen ode­sí­la­te­li a to i přes to, že jsem UPS výslov­ně žádal, aby balí­ček ulo­ži­li, že se ozvu. To mi bylo sice při­slí­be­no, ale jak už víme…

Dějství třetí — více komplikací prosím

Deva­te­nác­té­ho volám opět do Ama­zo­nu. Ten­to­krát hovor trvá více než hodi­nu. Už nevím­po­ko­li­ká­té zno­vu vysvět­lu­ji celou his­to­rii. Ope­rá­tor­ka si infor­ma­ce, ale­spoň pod­le jejích slov, něko­li­krát ově­řu­je. Nako­nec se mi poda­ří vysvět­lit, proč se jim zásil­ka vrá­ti­la, potvr­dí mi, že je Kindle stá­le ješ­tě v záru­ce a že mi tedy pošlou nový. Omlou­vá se, že to tak dlou­ho trva­lo, že mi za to nabíd­ne “refund”, s čímž samo­zřej­mě sou­hla­sím. Ubez­pe­ču­ji se, stej­ně jako v pří­pa­dě prv­ní­ho kon­tak­tu, že mi pošlou stej­ný model, tedy Kindle Key­bo­ard WiFi bez “spe­cial offers”, pro­to­že na něj mám ori­gi­nál Ama­zon futrál s inte­gro­va­nou lam­pič­kou a jiný Kindle by mi do něj nepa­so­val. “OK, I’ll check it for you” zní odpo­věď. Za nedlou­ho se dozví­dám, že ve vrá­ce­ném balíč­ku byl Kindle WiFi, tedy model bez klá­ves­ni­ce, kte­rý by do pouz­d­ra zce­la urči­tě nepa­so­val. Zno­vu tedy nalé­hám, že chci stej­ný model, bez reklam. Slí­be­no, sle­va taky, hovor kon­čí. Jsem fakt vyčer­pán. Ve 23:41 při­chá­zí potvr­zo­va­cí email. Pře­čtu a úpl­ně hoto­vý jdu spát.

Amazon.com Cus­to­mer Ser­vi­ce Nov 19 (7 days ago)

Hello  Vla­di­mir,
I’m sor­ry your Kindle isn’t wor­king. I’m sen­ding you a repla­ce­ment Kindle [via Two-Day ship­ping] to get it to you as soon as possi­ble. A pre-paid return ship­ping label can be prin­ted using the link below: https://www.amazon.com/gp/orc/rml/DcPsfBqtRRMA The link to this label will expi­re in 7 days. If clic­king on the link does­n’t work, ple­a­se make sure you­’re signed into the account you used to pla­ce the order. Once you­’re signed in, try clic­king it aga­in or copy­ing and pas­ting it into your brow­ser’s add­ress win­dow. ] When you return your Kindle, ple­a­se keep your USB cable or power adapter, manu­al, and any acces­so­ries or other items that ori­gi­nally ship­ped with your Kindle. Remem­ber to back up your per­so­nal con­tent to your com­pu­ter. If possi­ble, ple­a­se turn off wire­less on your Kindle, insert the Kindle into a plas­tic bag, put it in ori­gi­nal pac­ka­ging if avai­la­ble, and send it back to us within 30 days from the date of this e‑mail. If we don’t rece­i­ve the devi­ce by then, you­’ll be char­ged for the repla­ce­ment Kindle.
Here’s your repla­ce­ment order infor­mati­on: Order Num­ber: [ORDER NUMBER] Esti­ma­ted Deli­ve­ry Date: [DELIVERY DATE RANGE] Ple­a­se don’t modi­fy the repla­ce­ment order in Your Ama­zon Account, as that may delay the repla­ce­ment shi­p­ment. You­’ll be able to access your exis­ting Kindle lib­ra­ry and chan­ge your sub­scrip­ti­on deli­ve­ry opti­ons on the Manage Your Kindle page at: www.amazon.com/managey­our­kindle If you pre­fer to down­lo­ad your con­tent wire­less­ly when your repla­ce­ment Kindle arri­ves, press or tap the Menu but­ton and select “View Archi­ved Items” or “Cloud.” 
Ruth S.

Ješ­tě vyúčto­vá­ní hovo­ru:
19.11. 21:40   +12062660927 , USA   Hovor   €0,019   01:01:13   €1,230

Dějství čtvrté — ráno moudřejší večera?

Po pra­vi­del­né ran­ní resus­ci­ta­ci zapí­nám mobil a píp­ne na mě ímajl.

Amazon.com Cus­to­mer Ser­vi­ce Nov 20 (6 days ago)

Hello Vla­di­mir, We are una­ble to take away the import fees befo­re we ship the Kindle.  You will have to pay the import fee for the repla­ce­ment and then sub­mit the cost and infor­mati­on throu­gh a link pro­vi­ded in the repla­ce­ment email.Please respond using the link below if you would like to con­ti­nue with the repla­ce­ment. Ple­a­se visit the following link to pro­vi­de the infor­mati­on we reques­ted: http://www.amazon.com/contact-us Thank you and have a good day. She­i­la L.

OK, tak­že jen potvr­ze­ní před­cho­zí­ho kro­ku. Odpo­vím tedy přes jejich webo­vé roz­hra­ní:

11/19/12 21:58:52
Your Name: Vla­di­mir Kuz­ba
Order Id: 104−8389545−1665050
Other info: I just rece­i­ved the following email after an hour’s talk to your cus­to­mer ser­vi­ce. I said: “Hello Sheila,yes, I would like to con­ti­nue with the repla­ce­ment.” I belie­ved I had made it clear by say­ing so in my last one-hour call with your sup­port (Ruth S.).
Regards,
Vla­di­mir

Než ale stih­nu feedback ode­slat, mám v poš­tě dal­ší zprá­vu, po jejím pře­čte­ní už začí­nám vidět rudě:

Email

Hello, I’m sor­ry your Kindle has­n’t rece­i­ved. We will need to spe­ak with you first in order to pro­cess a repla­ce­ment for your Kindle devi­ce. I rea­li­ze that at this point of time asking you to con­tact us aga­in would be disap­poin­ting, but I hope you under­stand our limi­tati­ons, and we would really like to assist you bet­ter. You can reach us by by clic­king the Con­tact Us opti­on in the right-hand column of our Kindle Sup­port pages at: www.amazon.com/kindlesupport When you visit our web­si­te and select Con­tact Us, click on the “Chat” or “Pho­ne” tab, enter your num­ber, and we’ll call you right back. Con­tacting us throu­gh the web­si­te allows you to veri­fy secu­ri­ty befo­re a call is pla­ced and ensu­res we have your account infor­mati­on rea­dy when we call you. If your coun­t­ry isn’t lis­ted or you’re una­ble to take advan­tage of the Con­tact Us fea­tu­re, you can call us direct­ly at 1−866−321−8851 or 1−206−266−0927 (if you­’re cal­ling from out­si­de the U.S.). I’m sor­ry I was­n’t able to assist you right away. We hope you can con­tact us soon so we can help sol­ve this pro­blem quick­ly. Thank you for your inqui­ry.
Nave­en­ku­mar B.

Násle­du­je dal­ší email od Ama­zo­nu,
Amazon.com Cus­to­mer Ser­vi­ce 6:23 AM (26 minu­tes ago)

Hello Vla­di­mir, We are una­ble to take away the import fees befo­re we ship the Kindle.  You will have to pay the import fee for the repla­ce­ment and then sub­mit the cost and infor­mati­on throu­gh a link pro­vi­ded in the repla­ce­ment email. Ple­a­se respond using the link below if you would like to con­ti­nue with the repla­ce­ment. Ple­a­se visit the following link to pro­vi­de the infor­mati­on we reques­ted: http://www.amazon.com/contact-us Thank you and have a good day.
She­i­la L.

Vypa­dá to, že mi vyhlá­si­li emai­lo­vou bitvu. Tak­že pře­chá­zím do pro­ti­ú­to­ku. Sedám k počí­ta­či a přes kon­takt­ní for­mu­lář zno­vu píši Ama­zo­nu.
 
Your Name: Vla­di­mir Kuz­ba
Order Id: 104−8389545−1665050

Com­ments: Hello Ruth S., Nave­en­ku­mar B., She­i­la L., Judi­th, Dev Anand P. or any­bo­dy else who will answer this time I’m reply­ing to the email lis­ted below. I think you must be kid­ding me. I spend over an hour with your pho­ne sup­port yes­ter­day night (CET), spo­ke to some­bo­dy named Ruth S. who finally told me the issue is sol­ved, she’s transferred my issue to some spe­cial cus­to­mers issue depart­ment or what she called it. Neverthe­less she pro­mi­sed my new Kindle Key­bo­ard is on the way and will be deli­ve­red throu­gh a spe­cial deli­ve­ry ser­vi­ce within 48 hours. I got a link to print my return label to be able to send you the old Kindle back. She also pro­mi­sed I would get a refund for the fai­lu­re of your cus­to­mer ser­vi­ce as your sta­ff made a couple of mis­ta­kes in the pre­vi­ous ste­ps of this sto­ry. I’ve spo­ken to your sup­port 3 times so far, not men­ti­o­ning the first chat. Each time I had to expla­in what the pro­blem was, after that I was transferred to some­bo­dy “more com­pe­tent” to deal with my issue and had to expla­in aga­in. I’m sick and tired of expla­i­ning. I’ve expla­i­ned this so many times it just makes me shi­ver remem­be­ring it. I’m not gon­na call you aga­in, the pho­ne costs are going to be higher than the pri­ce for a com­ple­te­ly new Kindle as I’m based in the Czech Repub­lic, Euro­pe. Is this the way you­’re buil­ding your Earth’s Most Cus­to­mer-Cent­ric Com­pa­ny? If so, then God help us. Ruth S. asked me for my pho­ne num­ber, double chec­ked it, even if my pho­ne num­ber is lis­ted in my account details, so that you could reach me in case of any other pro­blems. And now you­’re asking me to call you aga­in? It seems to me as if you peo­ple at Ama­zon’s cus­to­mer sup­port do not sha­re the infor­mati­on on your cus­to­mers issu­es. My pho­ne num­ber is +420.……, my local time is 9:24 am, feel free to con­tact me if you­’re wil­ling to help. Below you will find the last emails I’ve exchan­ged with your colle­a­gu­es in the pre­vi­ous 12 hours. Vla­di­mir Kuz­ba yet still your cus­to­mer

You are now con­nec­ted to Var­shi­ni K from Amazon.com.
Var­shi­ni K: Hello, my name is Var­shi­ni. I’ll be hap­py to help you today.
Can you ple­a­se refer me the order id you were referring to?
Me: Hello, this regards my order #109–0318166-7557071. I rece­i­ved my repla­ce­ment Kindle. Thank you. But the­re were some addi­ti­o­nal fees. I had an agre­e­ment with your depart­ment, here it goes:
Hello,
As we dis­cus­sed here is the infor­mati­on you need to get your refund:
If the­re are any addi­ti­o­nal cus­toms fees when your Kindle is deli­ve­red, ple­a­se fax us the VAT and cus­toms forms indi­ca­ting the amount you were char­ged, as well as a copy of the invoice for your order. Ple­a­se fax these docu­ments to us at 206−922−5923. You should rece­i­ve a respon­se within 3–5 busi­ness days.
I am sor­ry you had this pro­blem.
Judi­th

I faxed the docu­ments on Nov 27 but I still have­n’t rece­i­ved any­thing

 
Var­shi­ni K: I can see that the­re were no char­ges applied to you as per given on the order page.
However as the issue is regar­ding Kindle a mem­ber of our Kindle Team will be able to help your with this.
Ple­a­se let me know if you­’d like me to transfer you by chat?
 
Me: Yes ple­a­se
 
Var­shi­ni K: Ple­a­se hold on whi­le I do this for you.
A Cus­to­mer Ser­vi­ce Asso­ci­a­te will be with you in a moment.
You are now con­nec­ted to Man­veer from Amazon.com.
Man­veer: Hi Vla­di­mir, thank you for Con­tacting Ama­zon, this is Man­veer, I will be hap­py to assist you.
Me: Hello, this regards my order #109–0318166-7557071. I rece­i­ved my repla­ce­ment Kindle. Thank you. But the­re were some addi­ti­o­nal fees. I had an agre­e­ment with your depart­ment, here it goes:
Hello,
As we dis­cus­sed here is the infor­mati­on you need to get your refund:
If the­re are any addi­ti­o­nal cus­toms fees when your Kindle is deli­ve­red, ple­a­se fax us the VAT and cus­toms forms indi­ca­ting the amount you were char­ged, as well as a copy of the invoice for your order. Ple­a­se fax these docu­ments to us at 206−922−5923. You should rece­i­ve a respon­se within 3–5 busi­ness days.
I am sor­ry you had this pro­blem.
Judi­th
I faxed the docu­ments on Nov 27 but I still have­n’t rece­i­ved any­thing
 
Man­veer: I’m sor­ry for that Vla­di­mir.
May I know how much did you char­ge?
 
Me: 1115 CZK which is about 60 dollars
 
Man­veer: Ok Vla­di­mir.
May I know when did you rece­i­ve this email?
 
Me: Nov 14
Man­veer: Alright Vla­di­mir, I’m going to transfer your chat to our spe­ci­a­li­zed team and they will assist you further.
A Cus­to­mer Ser­vi­ce Asso­ci­a­te will be with you in a moment.
 
You are now con­nec­ted to Thi­ruva­rut­sel­van from Amazon.com.
 
Thi­ruva­rut­sel­van: Hello, I’m Thi­ru from the Ama­zon Kindle Sup­port. I’ll be hap­py to assist you
Me: Hello, have you read my pre­vi­ous com­mu­ni­cati­on or do I have to say it all aga­in for the 3rd time?
 
Thi­ruva­rut­sel­van: Can you ple­a­se wait for few minu­tes whi­le I check your pre­vi­ous con­ver­sati­on?
Thanks for wai­ting.
May I know the cost you paid for the cus­tom?
 
Me: 1115 CZK which is about 60 dollars
 
Thi­ruva­rut­sel­van: Ple­a­se be on hold. I will pro­vi­de you a refund.
 
Me: Thank you
 
Thi­ruva­rut­sel­van: Thanks for wai­ting.
I’ve reques­ted a refund of $60.00 to your Cre­dit Card.
You­’ll see the refund on your Visa card sta­te­ment in the next 2–3 busi­ness days.
 
Me: Thank you
 
Thi­ruva­rut­sel­van: You­’re wel­co­me.
I will send you an email with the con­fir­mati­on.
Is the­re any­thing else I can do for you today?
 
Me: I think it all for today, thank you
 
Thi­ruva­rut­sel­van: Thank you for con­tacting Kindle sup­port. Have a gre­at day!

 To bylo 5.12. Pro­to­že se pení­ze na účtu neob­je­vi­ly, zno­vu jsem kon­tak­to­val Ama­zon.

 
 9.12.
 
You are now con­nec­ted to Mayank from Amazon.com.
Me:Hello, I’d like make things clear about a refund
Mayank:Hi, My name is Mayank. I will hap­py to help you.
Me:Hi, I spo­ke to one of your peo­ple last week, Thur­sday I belie­ve. I was pro­mi­sed a refund for extra duty costs of 60 USD I had to pay when the repla­ce­ment for my bro­ken Kindle arri­ved
I will now pro­vi­de you with te final pie­ce of our con­ver­sati­on:
——————————————
Thiruvarutselvan:Can you ple­a­se wait for few minu­tes whi­le I check your pre­vi­ous con­ver­sati­on?
Thanks for wai­ting.
May I know the cost you paid for the cus­tom?
Me:1115 CZK which is about 60 dollars
Thiruvarutselvan:Please be on hold. I will pro­vi­de you a refund.
Me:Thank you
Thiruvarutselvan:Thanks for wai­ting.
I’ve reques­ted a refund of $60.00 to your Cre­dit Card.
You’ll see the refund on your Visa card sta­te­ment in the next 2–3 busi­ness days.
Me:Thank you
Thiruvarutselvan:You’re wel­co­me.
I will send you an email with the con­fir­mati­on.
Is the­re any­thing else I can do for you today?
Me:I think it all for today, thank you
——————————————
Mayank:Sorry for the incon­ve­ni­en­ce. Would I transfer this chat to our kindle team. They can pro­vi­de you bet­ter infor­mati­on about that. Would you hold whi­le I transfer this chat?
Me:sure
A Cus­to­mer Ser­vi­ce Asso­ci­a­te will be with you in a moment.
You are now con­nec­ted to Lucas from Amazon.com.
Lucas:Hello, my name is Lucas, I’ll be hap­py to help you today.
I’m chec­king your pre­vi­ous con­ver­sati­on. Ple­a­se wait for a moment.
Me:ok
I just want to make sure you will cre­dit the money to my bank account
Lucas:I’m sor­ry to keep you wai­ting. It’ll just be a moment lon­ger.
Thanks for wai­ting. I chec­ked and see that the refund is given in the form of Gift­Card.
vlad.kuzba@gmail.com
In this account, you have the Gift­Cer­ti­fi­ca­te amount of $60.00.
Me:that’s not what I want. I need the money, not a vou­cher
Lucas:I’m really sor­ry, I chec­ked and see that you have not pla­ced any retail order using the cre­dit card transacti­on, this is why, we were una­ble to issue the refund to the cre­dit card, sin­ce the ori­gi­nal pay­ment method for that order is Gift­Card, you rece­i­ved the refund in the same way.
You can use this Gift­Card to pur­cha­se any items from Ama­zon.
Me:I was pro­mi­sed by Thi­ruva­rut­sel­van: “You’ll see the refund on your Visa card sta­te­ment in the next 2–3 busi­ness days.”
I don’t want to buy any­thing more from Ama­zon, sin­ce I’ve been dea­ling with this issue for more than a mon­th. My Kindle which was still under warran­ty got bro­ken. I was pro­mi­sed a repla­ce­ment. Reca­i­ved the repla­ce­ment but had to pay addi­ti­o­nal 60 USD at the cus­toms when the repla­ce­ment arri­ved. You asked me to fax you the invoice and cus­toms papers, which I did. You pro­mi­sed to refund my money. That’t all I want.
Lucas:I’m really sor­ry, our pre­vi­ous repre­sen­ta­ti­ve did­n’t clear­ly infor­med you that the refund will be going to the ori­gi­nal pay­ment method of the order (Gift­Card). Sin­ce the­re is no other order pla­ced by you using the cre­dit card, I’m una­ble to help you with this refund. If you still disagree with me, may I have your pho­ne num­ber? I can con­nect the call for you fre­e­ly to our pho­ne repre­sen­ta­ti­ve.
Me:OK, Ama­zon is losing a cus­to­mer. My pho­ne num­ber is +420776870000
It was a gift card because it was a repla­cemnt.
Lucas:OK, but other than this order, the­re is no order, right?
Me:one more thing, we are tal­king about order 109−0318166−7557071, are­n’t we?
Lucas:That is the repla­ce­ment order, it is free order so we can­not refund any­thing to that.
If your fri­end have any Ama­zon account who have pla­ced the retail order from Ama­zon, if you could authen­ti­ca­te the details of his account, I can help you by refun­ding the amount to your fri­end card, so that you can get the refund from him later. Sin­ce I really would like to help you with this, I’m sug­ges­ting you this.
Me:Another pie­ce of ano­ther con­ver­sati­on with ano­ther of your repre­sen­ta­ti­ves:
_____________________________________________________________
You are now con­nec­ted to Var­shi­ni K from Amazon.com.
Me:additional cus­toms fees
Var­shi­ni K:Hello, my name is Var­shi­ni. I’ll be hap­py to help you today.
Can you ple­a­se refer me the order id you were referring to?
Me:Hello, this regards my order #109–0318166-7557071. I rece­i­ved my repla­ce­ment Kindle. Thank you. But the­re were some addi­ti­o­nal fees. I had an agre­e­ment with your depart­ment, here it goes:
Hello,
As we dis­cus­sed here is the infor­mati­on you need to get your refund:
If the­re are any addi­ti­o­nal cus­toms fees when your Kindle is deli­ve­red, ple­a­se fax us the VAT and cus­toms forms indi­ca­ting the amount you were char­ged, as well as a copy of the invoice for your order. Ple­a­se fax these docu­ments to us at 206−922−5923. You should rece­i­ve a respon­se within 3–5 busi­ness days.
I am sor­ry you had this pro­blem.
Judi­th
Amazon.com
Your feedback is hel­ping us build Earth’s Most Cus­to­mer-Cent­ric Com­pa­ny.
Lucas:If your fri­end have any Ama­zon account who have pla­ced the retail order from Ama­zon, if you could authen­ti­ca­te the details of his account, I can help you by refun­ding the amount to your fri­end card, so that you can get the refund from him later. Sin­ce I really would like to help you with this, I’m sug­ges­ting you this.
Me:No, I don’t have such a fri­end.
I was pro­mi­sed to rece­i­ve my money and I insist. If your repre­sen­ta­ti­ve made a mis­ta­ke, than he/she was not alo­ne, because I was pro­mi­sed this by two of them.
Lucas:I really want to help you out of this pro­blem, this is why I’m sug­ges­ting you this.
Yes, I can under­stand, but the pro­blem is no cre­dit card was in transacti­on for the order which they pro­mi­sed to give the refund, sin­ce Gift­Card was the pay­ment method, refund went in that form to that order.
Me:for God’s sake, the­re was no Gift­card transacti­on invol­ved wit order 109−0318166−7557071 — it was a repla­ce­ment!
Lucas:If you could have pla­ced any other retail order, I would have refun­ded the amount to that order.
Ple­a­se under­stand, for repla­ce­ment, no pay­ment method — cre­dit card will be asso­ci­a­ted, it is a $0.00 order.
I can under­stand how bad you feel, this is why I gave you the sug­ges­ti­on to get the refund from your fri­end or rela­ti­ves account.
Me:No such a fri­end, no such a rela­ti­ve.
Lucas:Are you sure/
Me:I won’t ring all my fri­ends or rela­ti­ves asking them if they have made a retail order at Ama­zon. I really won’t. The pro­blem is on your side. I want you to sol­ve it. I was pro­mi­sed to get the money back. Seve­ral times, by more than one per­son. That’s a fact. I keep all my email & chat his­to­ry with Ama­zon.
Lucas:I would really like to fix the issue for you so gave you the sug­ges­ti­on but you have taken this in the other way.
Me:What do you mean?
in the other way?
Lucas:Let me try to con­nect the call for you.
Your call is now con­nec­ted. If you ask the repre­sen­ta­ti­ve to transfer the call to super­vi­sor, they­’ll help you.
Could you ple­a­se con­firm that your call is con­nec­ted?
We’­ve been idle for 3 minu­tes, and I want to make sure our chat’s still con­nec­ted. If you are­n’t able to respond in 2 minu­tes, I’ll need to clo­se the chat.
Sin­ce we’­ve been idle for 5 minu­tes, I’ll need to dis­con­nect this chat. I’ll send you a follow up e‑mail about our con­ver­sati­on. We hope to see you aga­in soon!
Lucas from Amazon.com has left the con­ver­sati­on.
Lucas from Amazon.com has left the con­ver­sati­on.