Hello
Seeking your thoughts please. I purchased Soundpeats in ear headphones through Amazon last August, 7 months ago. I noticed recently the cradle for charging the headphones was not charging them. I assume the cradle battery has failed. I contacted Amazon chat to seek a replacement and had the following conversation:
NIKITA has joined and will be ready to chat in just a minute.
Good morning Nikita
7:21 am
NIKITA | Customer service
hello Chris
Good morning
How may I help you ?
N
7:21 am
The Soundbeats in ear headphones I received in August last year have stopped working. I beleive the charging cradle is not charging its battery anymore.
Soundpeats
I would like to return them for replacement
7:23 am
NIKITA | Customer service
I am sorry to hear that !!
Let me check this for you
I can help you return the item for refund and you can re-order
Would that be fine ?
N
7:26 am
Will it be a 100% refund?
7:26 am
NIKITA | Customer service
Yes
Your order total was AU$ 101.64 and refund will be the same
N
7:28 am
Thank you. I notice that the current price is higher for these now. I beleive I am entitled to a replacement. Your suggestion would not be a replacement.
7:29 am
NIKITA | Customer service
Unfortunately a replacement option is not available for this item
N
7:29 am
Well, under ACL Iām afraid that is my right.
7:30 am
NIKITA | Customer service
I can help you with a $5 promo credit for the difference amount
N
7:30 am
Well, thank you but no. A credit means I still pay more, just storing the difference with you. I would prefer a replacement please
7:31 am
NIKITA | Customer service
I would have loved to help you with a replacement , unfortunately as this order is a year old we do not have a option to replace it
For warranty issue , you will have to contact the manufacturer/seller of the item
N
7:32 am
Thank you. However, the order was last August, 7 months ago. And ACL clearly says a warranty period is not one year but a reasonable time. Finally, you are responsible for the replacement, not the manufacturer/seller. The order was placed with you, the supplier.
May I ask you are recording this conversation. Will you send me a copy when we are finished?
7:33 am
NIKITA | Customer service
Yes this conversation is saved
N
7:34 am
And you will send me a copy?
7:34 am
NIKITA | Customer service
https://www.amazon.com.au/sp?seller=A275AR54GLEN&
You can contact the seller for this item through this link
You can always find this conversation , we do not a option to send it
N
7:35 am
Where would I find this conversation?
7:35 am
NIKITA | Customer service
Whenever you click the option to chat with us , you can always scroll up for the previous oneās ( everything is recorded )
N
7:36 am
Thank you Nikita. So, just to be clear. Amazon will not or cannot offer a replacement for this faulty item ordered 7 months ago. Is this correct?
7:37 am
NIKITA | Customer service
As the item is sold by a thirād party seller and only fulfilled by Amazon, we unfortunately do not have access to sellerās inventory , therefore cannot promise a replacement
I hope you understand my limitations here Chris
N
7:39 am
Of course, nothing personal Nikita. However, you are not saying you cannot replace the item. You are saying you cannot promise a replacement until you contact the supplier and ask the question.
Reminding you that ACL applies to all purchases made in Australia.
7:40 am
NIKITA | Customer service
Please contact the seller through the link provided and they will contact you via email regarding the replacement for the item
N
7:41 am
Thank you Nikita. Iāll progress this further.
7:41 am
NIKITA | Customer service
I appreciate your understanding and patience !!
Is there anything else I could help you with ?
N
7:42 am
no, thank you Nikita. Have a nice rest of your day.
NIKITA | Customer service
Thank you for contacting amazon. Have a blessed day ā
N
7:44 am
So, itās not a lot of difference ($5 or so) but Iām mindful that this may be occurring a lot, hence adds up. I think Iām right that I can request a replacement. But do I push further with Amazon or do I have to contact the manufacturer via the link the girl gave me?
I note the following statement in the ACL:
The seller also must not refuse to deal with a customer about the returned good and tell them to deal with the manufacturer instead.
Is Amazon the seller? Is that the āget outā here?
Kind regards
Chris