Return Item to Amazon

jt69er

Hi Guys,
I'm looking for some advice if anyone can help!
I recently bought a TV from Amazon and discovered, on opening box(witnessed by delivery guy) the screen was cracked.I requested a return authorization from Amazon and received an email with authorization code.After three phone calls, assuring me a collection had been arranged, I was finally told by a supervisor that they could not get anyone to pick up the package and that it was my responsibility to return it. Can anyone tell me if this is the case, and if so, can anyone suggest a suitable courier firm who will do this? Thanks.

slimjimmc

Under consumer law any return of defective goods must be at no cost to you. This means either they arrange and pay for collection or you agree to ship but they refund you costs.
If you can't get them to collect make sure you get a written commitment that they will promptly give you a monetary refund for all shipping costs. Either that or find a courier who will collect from you and let Amazon book them directly.

I find it strange they can get someone to deliver to you but not collect from you.

[Edit]OP has since stated that delivery was originally to Parcel Motel NI. So as far as the contract is concerned delivery was to NI not to OP in Dublin. The above information may not be so straight forward.[/Edit]

A Dub in Glasgo

Was this delivered direct to your address from Amazon or using Parcel Motel from NI?

jester77

Sounds weird, normally you just get a prepaid return label directly from the Amazon site, print it, put one part in the box it was delivered in, put the other over your address on the outside and just drop it off at the post or couriers.

jt69er

A Dub in Glasgo wrote: »

Was this delivered direct to your address from Amazon or using Parcel Motel from NI?

It went to Parcel Motel NI, but as it was an oversize package it was delivered to me by courier via Dublin, costing an extra €10.50, which was no problem.

zagmund

You may have a bit of a problem there. As far as Amazon are concerned they delivered it to Parcel Motel. The fact that it was broken when it got to <somewhere else> is interesting, but not relevant to their requirement to deliver to Parcel Motel. I'm actually surprised that they are willing to return it at all, given that it wasn't checked when it was delivered by them originally.

z

A Dub in Glasgo

jt69er wrote: »

It went to Parcel Motel NI.

I think that is where your problem lies, what size & weight is the TV?

slimjimmc

OP, I suggest you contact ECC Ireland to determine if your rights to free return apply where the goods have been moved to another country from the original delivery address.
http://www.eccireland.ie

wingnut

In theory could you pay the €10.50 to ship it back to Parcel Motel and arrange for Amazon to collect there as that is where they delivered it.

ABajaninCork

Get in touch with Amazon. Tell them that you'll be sending back the item as it was damaged on receipt. Ask them for reimbursement, which they will normally do.

As a matter of interest - Why did you get the item PM'd? Amazon will direct ship for free if the item's over £25. To me, it makes no sense to get an expensive electrical item delivered to PM where anything could happen to it between Newtownabbey, Dublin and onward to you.

shruikan2553

ABajaninCork wrote: »

Get in touch with Amazon. Tell them that you'll be sending back the item as it was damaged on receipt. Ask them for reimbursement, which they will normally do.

As a matter of interest - Why did you get the item PM'd? Amazon will direct ship for free if the item's over £25. To me, it makes no sense to get an expensive electrical item delivered to PM where anything could happen to it between Newtownabbey, Dublin and onward to you.

I think they wont ship some larger electrical items outside of the UK.

Philip42

As far as I'm aware, Amazon won't deliver tvs to to irish republic. They're a very reasonable company though. I've had items delivered to Parcel Motel and when returning I just asked them to give me a label so I could return from Dublin and they've sent me one. Normally only small items though. Maybe in this case it wouldn't work.

Cabaal

wingnut wrote: »

In theory could you pay the €10.50 to ship it back to Parcel Motel and arrange for Amazon to collect there as that is where they delivered it.

I'd imagine ParcelMotel wouldn't be too happy about a customer trying to arrange a collection from their depot by another carrier. There's alot that could go wrong and trying to book such a collection would likely result in the collection not being successful.

OP, one way or another Amazon don't operate a collection returns service in the Republic Of Ireland as far as I'm aware. If your returning it to the UK then you are going to have to post this item to them, Amazon should then be able to refund the costs.

ytpe2r5bxkn0c1

In fairness as Amazon don't deliver TVs to Ireland, and you used PM to get around delivery conditions, you can't expect Amazon to fully cover returning the item from here. This is one of the disadvantages of using parcel motel to circumvent delivery restrictions.

Cuddlesworth

http://www.parcelmotel.com/returns.html

Since its oversized you might need to drop it to the depot. But its not like this would be extremely unusual for them.

Beano

how do you know that it wasnt damaged by the courier that parcel motel used?

A Dub in Glasgo

You don't, that is the problem with using this workaround for getting restricted delivery items from Amazon

Amazon could legitimately reject the return as it was drop shipped by Parcel Motel and not their responsibility

damemcd

They do deliver to Dublin.They have their no1 best selling tv available to deliver to Dublin at the moment.PLace item in basket , some tvs will deliver, others wont. 32 inch tvs generally will all deliver

ytpe2r5bxkn0c1

damemcd wrote: »

They do deliver to Dublin.They have their no1 best selling tv available to deliver to Dublin at the moment.PLace item in basket , some tvs will deliver, others wont. 32 inch tvs generally will all deliver

Fair enough but the OP used PM.

mayordenis

The PM thing isn't the issue, they just couldn't get a pre-paid label for the OP but they are still accepting the return.

Just call a few couriers get the best price and send it back, keep the receipt, scan it or take a photo of it and send it on to Amazon they should reimburse the cost.

wingnut

Cabaal wrote: »

I'd imagine ParcelMotel wouldn't be too happy about a customer trying to arrange a collection from their depot by another carrier. There's alot that could go wrong and trying to book such a collection would likely result in the collection not being successful.

I wouldn't have think it would be a huge deal for a courier to transfer a package.

Cuddlesworth

Beano wrote: »

how do you know that it wasnt damaged by the courier that parcel motel used?

Parcel Motel is Nightline Couriers. And the person in Nightline who pushed the concept of Parcel Motel is a genius.

Yamanoto

Magnus Incalculable Sympathy wrote: »

In fairness as Amazon don't deliver TVs to Ireland, ...

They often do - I've had 2 LG TV's from Amazon delivered to me by An Post.

Can be model and brand dependent though - 42" Sony, Panasonic & Toshiba below all ship to ROI without issue.

http://www.amazon.co.uk/Sony-KDL42W829-42-inch-WIdescreen-Freeview/dp/B00IJ5RWOK/ref=sr_1_1?s=electronics&ie=UTF8&qid=1420835807&sr=1-1&keywords=sony+42+inch+tv

http://www.amazon.co.uk/Panasonic-TX-42A400B-42-inch-Widescreen-Freeview/dp/B00IOQ5XC2/?tag=uk07a-21

http://www.amazon.co.uk/Toshiba-40L2433DB-40-inch-Widescreen-Freeview/dp/B00K6J5UB4/ref=sr_1_4?s=electronics&ie=UTF8&qid=1420835745&sr=1-4&keywords=42+inch+tv

ytpe2r5bxkn0c1

Yamanoto wrote: »

They often do - I've had 2 LG TV's from Amazon delivered to me by An Post.

Can be model and brand dependent though - 42" Sony, Panasonic & Toshiba below all ship to ROI without issue.

]

Not in the case of the OP so irrelevant that they supply others here. The OP chose delivery within the UK, so cannot automatically expect Amazon to arrange or cover a return from a different country. He did not pay for supply to Ireland.

Beano

Cuddlesworth wrote: »

Parcel Motel is Nightline Couriers. And the person in Nightline who pushed the concept of Parcel Motel is a genius.

what is this supposed to mean?

Slippin Jimmy

Beano wrote: »

what is this supposed to mean?

.
I think they mean that they are happy with the whole concept of pm

Beano

Duffff-Man wrote: »

.
I think they mean that they are happy with the whole concept of pm

I'd rather he answered me himself

thecommander

mayordenis wrote: »

Just call a few couriers get the best price and send it back, keep the receipt, scan it or take a photo of it and send it on to Amazon they should reimburse the cost.

Why should they take it back? PM courier could have dropped it, it's not up to them to cover accidental damage.

slimjimmc

thecommander wrote: »

Why should they take it back? PM courier could have dropped it, it's not up to them to cover accidental damage.

Amazon have already authorised the return so they're not disputing the damage. They just dispute who has to get it there.

shruikan2553

It is a bit strange, I have to return something and they want me to send it to Dublin.

Cuddlesworth

Beano wrote: »

what is this supposed to mean?

Meaning that a worker in Nightline accepted your parcel, a worker in Nightline transferred to a loading dock, a Nightline truck transferred it to Dublin and a worker in Nightline delivered it to your door.

Ring Parcel Motel and either pay to have it collected and brought to the depot in the North or bring it to the depot in the south and have it shipped to the North. Then get Amazon to collect it from there for free.

Beano

...

Nonoperational

Man this thread has some strange strange replies on it.

TheDoc

I don't see what the issue is here.

amazon have long since changed their stance relating to delivery electronic items directly to ROI. I only had a motherboard delivered last week which was dead on arrival. Had a pre-paid label e-mailed to me that night and they forward dispatched the replacement, which was with me 72 hours later.

Dropped off the parcel to Post office yesterday and all being done, at no cost to myself and minimal hassle. Amazon from my experience have a tremendous returns policy. The fact they give you 30 days to return your product and and will send out a replacement immediately is a big deal.

In this instance, was the TV not available to ship to your location directly? If not, then you used a proxy service to circumvent their delivery options and frankly their delivery policy.

I think it's not unreasonable to suggest you contact the courier who provided it to you, and arrange a return through them. Either by physically driving it up to their depot, or trying to arrange them to collect it. I've never heard an issue where Amazon deny the RMA label for an actual faulty product.

But they have good grounds here to not cover your costs, since they don't provide a direct shipping service for the item you ordered, and you used Parcel Motel.

Also can you confirm if the item was ACTUALLY shipped and sold by Amazon, and NOT one of the sellers/independent sellers that operate on Amazons website? On the page of the item it says who is selling it. Sometimes things can get messy if its an independent seller.

As a final step, you can always ring them. I've had to ring them a few times and found their customer care top class, and they've been nothing short of brilliant. Found they arn't deflective but actually solution focused which is a big help.