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Post by Tim on Feb 25, 2020 12:50:32 GMT
I know they get hammered a lot and I do my fair share of mud slinging and often ponder a world without Amazon? But I still use them and I just looked at my account - been there since 1999 and have placed a total of 1,149 orders . . . I thought that was quite a lot, mostly second-hand CDs mind you, but in that time I've only had a handful of issues, 3 I think.
Today a Beyerdynamic headphone amplifier arrived which was clearly an 'open box' item. The Beyer seals on the box were cut and resealed over with normal clear tape, the unit had no protective film or wrapping inside and the power cord no wire tie, which I cannot believe for a so called 'premium' headamp and the instructions were loose and had clearly been thumbed. Probably some bloody audiophile having a free trial! (Jerry? . . .  )
Anyhoots, after a really straightforward live chat session with Richelle (who was extremely apologetic and helpful), I have a new unit arriving tomorrow and the old one's being collected too. I know this might be the norm, but as I've had so few issues over the years, I was impressed at how painless the process was. Of course the proof is in the pudding, so hopefully I'll get a brand new one tomorrow and they collect the used one?
Nice unit though (Beyerdynamic A20) and I've been without a dedicated headphone amplifier to drive my Sennheiser 650s for about 5 years now, last one was an Matrix M-Stage Lehmann Black Cube Linear clone.
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Post by MartinT on Feb 25, 2020 13:26:10 GMT
I tend to use Amazon and eBay pretty equally these days, depending on what I need and whether I want to spend Nectar points (eBay).
However, the customer service of Amazon is streets ahead of eBay. They have always made returns and issues easy to resolve. Whereas you can internet chat or real chat with an Amazon bod, the faceless communications from eBay tend to quote policy at any opportunity rather than really help to resolve issues.
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Post by petea on Feb 25, 2020 15:06:55 GMT
I agree, the service I have received from Amazon (both personal and business accounts) has been superb. I still like shops though!
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Post by Slinger on Feb 25, 2020 15:11:38 GMT
I've had the same sort of experience with Amazon. Very few problems in my 15 years as a customer, and more lately, a Prime member. The last problem I had was with a birthday present being delivered late, rather than on the day I specified. I got a ton of apologies and a refund of the £79.00 Amazon Prime membership price. The only other problem of a similar type I've had resulted in a month's free Prime membership. Other than that, a couple of things ordered that never arrived. Process followed, refund delivered with no dramas. I also use Amazon via their "smile" gateway, i.e. smile.amazon.co.uk/ which means that with every purchase a (very) small amount is donated to a charity which you can choose, which in my case is the British Heart Foundation. In case anyone is interested btw, if you're going to complain by email I can verify that the correct complaints email address is cis@amazon.co.uk and you must email them from the email address you use on your Amazon account. |
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Post by MartinT on Feb 25, 2020 15:18:22 GMT
Useful information, thanks Paul.
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Post by Tim on Feb 26, 2020 17:01:31 GMT
I spoke too soon, the replacement was no better.
The second box again had the original round Beyer seals cut and resealed with sellotape, one had been opened a second time and wasn't even resealed. There were greasy marks around one of these 'reseal' areas.
The amplifier itself had no protective film/wrapping, there were smudge marks on the casing, the instruction manuals were scuffed and grubby and the power cord was loosely held together by the retaining strap/wire around the cable and the plug head was a bit grimy and dusty, as if it had been plugged into a wall for awhile. So it hadn’t just been opened to check the contents, it had been used and not even returned to the box with care. Very disappointing for something Amazon describe as a ‘Premium’ product. I cannot believe that Beyer are sending units out like this - is it a second, or maybe a dealer display/demo unit or perhaps a used customer return? Who knows, but this to me isn't a 'new' product, or am I being too picky?
I contacted them again and this time they offered a partial refund. I had filmed the unboxing, so they could see what I meant. They offered me £15.00 as compensation! So needless to say it's going back for a full refund.
What do you think, am I right or being a Victor Meldrew?
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Post by MikeMusic on Feb 26, 2020 17:04:24 GMT
Acceptable if you were getting a 2nd user, bargain price item
Otherwise no
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Post by julesd68 on Feb 26, 2020 17:17:17 GMT
That is really shoddy Tim.
Trying to fob you off with 15 quid when they have sent you a clearly used product - personally I would contact Beyer directly to see what is going on.
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Post by Slinger on Feb 26, 2020 17:25:53 GMT
If you've paid for a new product that's what you should receive, end of story. Try firing off an email to the address I noted above, detailing exactly what has happened and how " disgusted" you are with their service. Mention you're paying for Amazon Prime and you " don't know why" etc. Lay it on nice and thick. You might get a result like I did. |
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Post by Tim on Feb 26, 2020 17:41:22 GMT
That is really shoddy Tim. Trying to fob you off with 15 quid when they have sent you a clearly used product - personally I would contact Beyer directly to see what is going on.That's a good idea, I'll do that Jules.
I must admit I was a bit insulted when they offered me 15 quid, I thought "Well there's a zero missing there old bean!"
Good idea Slinger, I'll do that too.
The kicker is, I really like it as I has a signal pass through, so fits in nicely with my set-up and matches the HD650s well, but I want a new, sealed one.
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Post by julesd68 on Feb 26, 2020 17:48:32 GMT
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Post by Tim on Feb 26, 2020 17:51:36 GMT
I hadn't, nice one. Maybe it's end of the line and dealers and whoever are off loading stock through Amazon? |
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Post by julesd68 on Feb 26, 2020 18:26:21 GMT
If they were still new that's fine but the one you got looks like a customer return surely?
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Post by Tim on Feb 26, 2020 18:32:03 GMT
Brilliant, thanks Jules, just ordered one direct from Beyer, total cost with shipping came to £314.36  That's a result . . . . I hope! |
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Post by Tim on Feb 26, 2020 18:37:18 GMT
If they were still new that's fine but the one you got looks like a customer return surely? Yes they both looked like that, definitely not new and unopened.
No reason for any of them to be sold with the original seals from Beyer sliced open and resealed with sellotape, unless of course that's made clear at the point of purchase? They both had a general look of grubbiness too, like they'd been kicking around a stock room for years.
Anyway, fingers crossed . . .
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Post by julesd68 on Feb 26, 2020 19:20:01 GMT
Brilliant, thanks Jules, just ordered one direct from Beyer, total cost with shipping came to £314.36 That's a result . . . . I hope! Yes, I hope it turns up in good condition! |
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Post by MartinT on Feb 26, 2020 20:18:21 GMT
Was it direct from Amazon or a Marketplace trader, Tim?
In any case, very poor that they didn't take care in supplying you with a new unit in view of the previous one. Suggests that customer service don't talk to the warehouse.
Nice outcome, though!
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Post by The Brookmeister on Feb 26, 2020 20:18:55 GMT
No offence to anyone but amazon are shysters of the highest order, dont pay taxes, pay their workers pittance, drive them like slaves, undercut existing sellers constantly, source their products direct and put them out of business, side with the BUYER every single time without fail, keep sellers money if there are any major issues even if the seller is 100% innocent, I could go on but its basically the biggest scam in the history of retailing and Bezos gets away with it as they are so big no one dare bring them to task.
AND STILL WE KEEP BUYING FROM THEM! ITS SHAMEFUL.
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Post by Tim on Feb 26, 2020 20:36:56 GMT
Was it direct from Amazon or a Marketplace trader, Tim? No indication there that it's anything other than a new product, I wouldn't have bought it if it had been listed as used or open box.
For one to arrive in that condition is questionable, but two is bordering on deception as far as their listing goes IMO, as it's not as advertised.
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Post by Tim on Feb 26, 2020 20:38:26 GMT
No offence to anyone but amazon are shysters of the highest order, dont pay taxes, pay their workers pittance, drive them like slaves, undercut existing sellers constantly, source their products direct and put them out of business, side with the BUYER every single time without fail, keep sellers money if there are any major issues even if the seller is 100% innocent, I could go on but its basically the biggest scam in the history of retailing and Bezos gets away with it as they are so big no one dare bring them to task. AND STILL WE KEEP BUYING FROM THEM! ITS SHAMEFUL. Can't argue with any of that David and I totally agree with you . . . . that's a first
I've just cancelled my Prime and I'm going to reassess my relationship with them, as this really has left a nasty taste and the rep today wasn't as accommodating as the one yesterday. I got the impression she thought I was making it up.
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