I'm not sure why you would make such a distinction. My contention is that the manufacturer does not offer a "zoom" feature on the set, since it does not maintain the aspect ratio when enlarging the image . . . witness the zoom feature of virtually every other electronic or optical device, where aspect ratio is maintained. The mode provided on this television would more accurately be called a "stretch" mode (and a similar mode is referred to as such on other brands). So Amazon sold me a product without the feature I wanted, a feature that the television is documented as having in its owner's manual.

Since the manufacturer is not offering a fix for the feature, it's up to the manufacturer's sales representative to make it right. Amazon has, at least initially, refused to do so, and I have disputed the charge through my credit card company.

And as far as other posters' contention that I "accept it and move on," I don't think it's ethical for a vendor or it's sales agents to represent a product as having a feature when it clearly does not. Amazon's stance on this issue is unfortunate and apparently illegal, and I'm going to make it extremely difficult for them to profit from it.

ScottC, I understand that you meant no offense, and I appreciate and thank you for your PM to that effect. When making the "deeply discounted fare" comment, I wasn't really lumping you in with the others that have effectively told me to bend over and lube up, saying that I shouldn't have expected any better.

To those that have offered nothing but criticism of my purchase decision, I don't expect anyone to get "worked up" over this. My original post was a request for advice as well as a caution to prospective purchasers. If you truly have nothing constructive to offer, feel free to click the "back" button on your browser and move on.

In your scenario - yes, you get low quality of an implementation - you return it if you can due to not being acceptable, or you live with what you paid for.

It's easy to change the conculsion when you change the problem statement.

IMHO, that is not the case here, which is why I proposed the scenario I did. I does not do what it is documented to do. It doesn't do it poorly, it doesn't do it inefficiently, it flat out doesn't do it - thus the mp3/atrac example.

Unfortunately, I do not have an aswer for OP. Amazon's return policy, though well hidden, at odds with all of my experiences with Amazon where returns have never been an issue, and pretty useless with large TV, is documented and they are following it.

Not that I recall. If I don't get what I was promised, I get my money back. I'm selling my iPod Shuffle due to it's lousy sound, but I put that under low quality for a low price. If it didn't work as documented, I'd get my money back.

Not sure why this discussion is still going on, and this thread certainly took an odd turn or two. :)

If you bought the item from amazon.com and it was actually sold by amazon.com (not by an affiliate, merchant or z-shops) Amazon clearly states their return policy on Electronics items as returnable within 30 days. (Go to Help/Returns/Electronics).

Just follow the link, go to the return center and start from there. The process couldn't really be much easier than that.

Did you really want to return the item, or did you just want to argue about the item? :eek:

Hope you're still within the 30 days.

I've really never had a problem returning anything from amazon.com. But, I wouldn't bother calling them .. use email if you have to contact them for some reason. But you don't need to contact them directly for a return within 30 days.

-David

*sigh*

Thanks for playing . . . but you've missed some very important information in the thread that I'm not about to repeat here. It's back there, a page or two.

Right .. it's over 27" so it's not covered by their normal return policy. But where did you say that in this thread? I read every post before I replied.

Now I understand why you're getting those sorts of respnses in this thread.

I'm sorry I wasted my time here. Have fun and thank you for your insights.

-David

Post #8
An important part of being righteous and indignant is being factually correct.


You are correct about this thread having outlived its usefulness

Yes, but the great thing about being online in a large community is that when you're wrong (and I was, I missed that in post#8) is that somebody will always be there right on cue, just to let you and the world know just how wrong you were. And if that wasn't enough in itself, they will also stick it in your face.

Isn't the internet great? :)

-David

I'm going to do something unconventional here and actually try to give a response that may help someone who has an issue like this one get it resolved.

If Customer Service is not OKing a return, explain to them immediately that you intend to proceed with a chargeback on your credit card. Tell them that you have already spoken to the CC company, and they have indicated that you have a valid case for the chargeback. Tell them that you will hold off on proceeding with the chargeback process if they can agree to take back the item.

If the agent pushes back, respectfully ask to speak to a manager. They'll likely tell you that the manager has no authority to do anything more than they can do. Tell them that you understand that, but you'd still like to speak with them. You'll likely have to loop through this conversation 3, 4, 5 times. Even once they escalate the call, you can't be certain whether you're talking to a manager or a peer. In less organized call centers, reps will sometimes just pass you off to another agent who will claim to be their superior, but it's worth a try.

Call during normal business hours. You're more likely to reach the domestic call centers.

Document the time of each call you make, the name of the rep you speak with, and the name of any other people they transfer you to. Also ask what department they're in and note that as well.

If, after 3, 4 or 5 calls (however many you can endure), you still have not obtained the desired result, compose a letter to a high level executive (not the CEO; maybe someone like the COO or a senior VP). Find their contact info on the Web. Make the letter concise, respectful and civil. Include a log of your calls. Send it registered, return receipt. One suggestion found here mentions looking for executive's contact information in press releases.

In addition, you can call the executive's office directly. They employ reps in these offices to address customer service issues, and you'll probably be routed directly to them. They usually have a bit more ability to try and get your issue resolved.

As one almost always snares more flies with honey, be cordial but firm in all communication. Keep your voice calm and pleasant, and treat the situation and reason for your call as something you're doing to help them as much as you.

I support a lot of customer service folks, and having climbed the ladder through a call center CS environment, I'm a little aware of what works and what doesn't.

good luck!

I know you are just trying to help, but have you actually ever TRIED this theory when dealing with Amazon??

yes. It has worked for me with Amazon.

I've also used it with other call centers, and I know from experience that some call centers have policies that if a chargeback situation is already underway, they will go ahead with a return that would normally not be permitted.

I've never had to escalate a personal issue to an executive level, but I have addressed issues raised to this level several times. In many of the cases, the executive contacted actually had read the correspondence personally and forwarded it along for resolution. In most every case, the level of service received and the policies that applied were different in the executive customer service offices than the standard service and policies one receives when calling the main call center.

I sincerely hope that the OP doesn't get upset with me about what I am going to say. Why is this thread even on the Travel Technology board? It is clearly not travel related.

The proper home for this topic is OMNI based on the guidelines stated in the sticky thread on the top of this board. In addition, you would be reaching a far larger audience and possibly some additional suggestions or someone that had a similar experience with Amazon.

I don't disagree with you . . . but OMNI's pretty wierd. I figured that most of my fellow techno-nerds would've had a less-than-pleasant experience with Amazon at some point and might share solutions (some did, a few criticised my research methods, and the rest told me to get over it).

As CPRich has stated, though, this thread has now outlived its usefulness.

What's most interesting is that most of the people here telling me to just "suck it up, you can't expect good quality at this price" are probably the first to whine to their respective airlines because they want compensation for the busted lav on the last flight they took on a deeply-discounted fare.[/QUOTE]


You are probably right
(present company excluded)