Amazon Au Returns Issue

contrafibularities on 13/11/2022 - 17:12
Last edited 13/11/2022 - 17:56 by 1 other user

Bought a Brother laser printer from Amazon Au as part of recent deal but the printer was DOA. Printer in box is quite large and heavy and so I asked them to collect.

Contacted Amazon and they said they don't collect (even though I was having a replacement delivered which would have made it a convenient hand off). Instead, they sent me return labels and I assumed that I could just take it to Auspost and they can deal with it, postage paid.

Turns out its "any carrier return" which means I have to organise and pay for a courier, and they will reimburse me. This is a real PITA. I have made a formal complaint as I think this doesn't accord with the requirements under the ACL. I shouldn't have to organise a courier and pay but rather since they are delivery only company, they should send someone to pick up their POS faulty good.

I've never had to organise to courier goods before and I don't have the time to do so. The post office is nice and close but all the courier companies are a good drive from me.

Any suggestions?

Computing Brother Printer

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Comments

  • foxmulder on 13/11/2022 - 17:17
    +1

    Have you tried return with Brother directly in case they have a better replacement process, take your fulty printer and ship you a new one.

    • foxmulder on 13/11/2022 - 17:21
      +3

      I just re-read your post, you can organize courier yourself with Sandler or Transdirect ,get the printer box ready for collection, and courier will come and get tht box from you and Amazon will pay you back. How is that not easy?

      • contrafibularities on 13/11/2022 - 17:24

        Ok so the courier collected from your home And Amazon paid for the full fee?

        • foxmulder on 13/11/2022 - 17:29

          You said that yourself right: Turns out its "any carrier return" which means I have to organise and pay for a courier and they will reimburse me.

          I know with some Amazon US return, they requires you to return it yourself, then once delivered, contact them again (via chat is easier) with receipt. They will then pay you I'm full your original order plus your return cost.

          • contrafibularities on 13/11/2022 - 17:36

            @foxmulder: Thanks. I’ve never organised a courier before and thought I would need to drop it off at the couriers, didn’t think about the courier coming to my place. That makes it a lot easier.

            • trustnoone on 13/11/2022 - 22:46
              +1

              @contrafibularities: I've had a courier pick it up from my place before from an Asus warranty claim. But also a heads up some newsagents service stations also do drop offs for couriers. So worth checking into if you can't get them to come to your place or more likely aren't available in the massive time window they provide.

  • jv on 13/11/2022 - 17:18
    +3

    I've never had a problem returning stuff to Amazon.

  • garetz on 13/11/2022 - 17:22
    +1

    Ive had a return which they organised someone to come to my place and pick it up at an arranged time. Might be due to the size of your item.

    • contrafibularities on 13/11/2022 - 17:37

      What type of product was it?

      • garetz on 13/11/2022 - 17:56

        It was a expensive hdmi cable.

    • iamherenow on 13/11/2022 - 18:21

      I had that too. It was an option when I went through the return process for a faulty product about a month ago. The driver arrived in two days to pick up the faulty $11 item.

      • Quantumcat on 13/11/2022 - 20:41

        I can't believe they'd send someone for such a cheap item, why not just tell you to throw it in the bin? Would cost much more than $11 for them to get it back

        • jv on 13/11/2022 - 20:46

          why not just tell you to throw it in the bin?

          that's what they usually tell me.

  • MeesusEff on 14/11/2022 - 17:48

    I've had the driver come by a few times to return my items (not big, under $40) coz i just cbf dragging my kids to the shops just to return something. But other times has airways had a parcel point drop off or Auspost. Haven't heard of your option being offered

  • DHTuna on 18/11/2022 - 23:57

    I've had this issue with a small item. I specifically requested aus post, as they were trying to get me to drive >1 hour to drop the parcel off with a no name courier.

    I tried to fight it without success, citing consumer protections around ease of return process.

    I actually then arranged a client of mine whom I get along well with to drop it off for me, as they were travelling to that part of the city for work.

    The next day Amazon contacted me with a manager saying they will gladly cover an auspost label in entirety instead of me driving to xyz. Told them to bugger off.

    shortly after recieved a package from a different order full of literal junk - some batteries and 50c coins, instead of the hue bulb I ordered. Also processed a return with photos of the issue. They denied the return, asking where the bulbs were, and I got 8 obviously robot responses to "please explain" emails before someone finally read the case and processed the return.

    I cancelled my prime after that. The main reason I used them was ease of returns. They're often not the cheapest anymore, time to start supporting people with customer service.

  • contrafibularities on 21/11/2022 - 10:30

    So I’ve gone to the trouble of getting a quote from a courier company to collect the printer and send it to Amazon at a cost of $122 which is nearly 50% of the cost of the item. Amazon hadn’t asked me to get pre approval, will they just reimburse me whatever the courier company charges? Anyone have experience with this type of reimbursement?

    • foxmulder on 21/11/2022 - 10:52

      A little high for a printer. You may be located in remote area? Do you even use Sandle/Transdirect online booking?

      Anyway, get a record on what Amazon says about returning it at your own cost and they will pay for it. Use the chat - usually it will give you copy of chat - if you don't get one, chat again with them and make sure you get a copy of the chat.

      • contrafibularities on 21/11/2022 - 11:07

        Thanks I’m not remote as I’m in central Canberra, my issue is what responsibility do I have to get a reasonable quote? I’m really annoyed as it is that I have to organise this rather than them. I might just tell them on the chat what the quote is and then book the pick up.

        • foxmulder on 21/11/2022 - 11:11

          Note you need to get a copy of what they say - if you don't have written statement they pay for that high return cost you may be screwed.

          Return is part of what we need to do for an online purchase - in most cases product works, good. If not, then returning item is a need for a faulty one.

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