I must first admit - that “everything but Woot” might have been the better title for this “topic” …
I have, a very sad, and disappointing story, one that I am genuinely looking for a different ending to, vs the “grey space” I find myself in, and the repeated failure of Woot’s customer service, to simply communicate with a customer, with a legitimate request, and in this case warranty claim. Allow me to take a step back and tell you a story. You - the forum - judge it…please tell me, what am I doing wrong?
On March 30th…
I ordered the following product:
- Product Name: Amazon Basics Portable Air Conditioner with Remote
- Product Manufacturer: Amazon Basics
- ASIN: B07YPV3KTC
- Product Model: MPPDA-08CRN8-BCG2
- Woot Order Number: 83389360
It arrived, and I stored it as the summer heat was not yet upon us.
Two weekends ago I proceeded to unpack and set it up, when I noticed parts loose and obviously broken inside the vent. And this is where the nightmare begins…
Sequence of events:
- I was WAY out of the 30 day return window - acknowledged
- On July 20th, I called Woot, got them on the phone surprisingly fast for a Saturday. After explaining my situation, providing the order number, I was told “unfortunately your item falls outside the 30-day return policy, but don’t worry, your item is covered under manufacturer’s warranty, so please call Amazon for further assistance”
- On July 21st, I requested a call from Amazon customer service directly, got them on the phone in the laser fast time, but after explaining my situation I was told that Woot had it all wrong, and that in this case, they can and should honor the one year warranty, as Amazon cannot see the sale of the item in their order system and cannot assist me.
- At this point, so the list doesn’t get into the double digits, I will say that a ping pong match started between Amazon and Woot, each pointing to one another on who owns honoring the warranty.
- Five days later, I am on communication 6 for Woot alone, and seeking a simple call to speak to someone live as the email exchange is clearly failing…and the reps miss key information or do not read the emails in detail.
Tell me I am wrong, but I simply figured following the "letter of the law in the “warranty” paperwork was the way to go. After all this Amazon Basics item carries a 1-year warranty, and seeking support I figured I would get support to walk through the problem, return/exchange the product, or get a refund. No expectations, simply seeking the service I have come to expect from Amazon and by default their friends at Woot.
Nope. Not the case at all…the gray area between the companies is a lonely place, where no one cares to know your warranty and service you. A complete failure. And to top it (a) the very nice gentleman of Amazon Warranty shared with me, that even if he escalated my issue within Amazon, a simple “customer suggestion” would be registered, but that “there is no one with the authority to do anything on this item as it is not in the Amazon system”. He gave me great advice - “find my counterpart in customer service Woot, and they should have the authority to, at this point, issue you a refund…simply out of courtesy”.
So here I am…July 25th, on the second call attempt, on hold 30 mins already, and note, the first call, lasted with me 39 mins on-hold and “click” the rep that took the call hung-up on me. Really, I cannot make this $#!t up!!!
So here I am…looking for a hero supervisor from Woot.com that will call me to help me with this item. Please! Pretty please?? PLEASE just call me?
For more comical relief…I share some of my correspondence…
SENT July 25th, a few minutes ago…
Dear Woot,
After 39 mins on-hold waiting to talk to a l live person (not called within 8-5PM business hours), your customer service rep that took the call, conveniently stopped the music and hung up the line.
You are quickly becoming the worst retail customer experience - and that is saying something coming from a retail veteran with over 30 yrs in the industry.
At this point, it is a matter of principle. If your customers mean anything to you, I demand a return phone call.
Disappointedly,
Alex
(telephone number)
SENT July 25th ~~~~~~~~~~
I am not sure why you missed the Order number in my previous communication to you. Attaching both your response and my earlier email containing the details behind order # 83389360
RECEIVED July 25th from Woot ------
Hello there,
We’re sorry to hear that. Unfortunately, we were unable to locate your order using the information provided. Please provide the order number or the username used when placing the order.
You can find the order number on the Stuff You Bought page. This is located under your username in the upper right-hand portion of your screen.
Once we have this information, we’ll be able to assist you further.
We’d appreciate your feedback. Please use the links below to tell us about your experience today.
Best regards,
Revanth J
SENT July 24th ~~~~~~~~~~
Dear Woot Customer Service,
I am writing to express my dissatisfaction with the current situation you have placed me in regarding a defective product I purchased from Woot.
Despite multiple attempts to resolve this issue, I have been caught in a grey area between Woot and Amazon, each directing me to the other to “own the 1-year manufacturer’s warranty”.
The experience has been time consuming, very frustrating, and completely unfair to me as a loyal customer to both Woot and Amazon.
The product in question was purchased approximately 115 days ago.
Yes, I understand that this is outside your 30-day return cycle.
I am reaching out for the one-year manufacturer’s warranty period that I am well within.
Product Name: Amazon Basics Portable Air Conditioner with Remote
Product Manufacturer: Amazon Basics
ASIN: B07YPV3KTC
Product Model: MPPDA-08CRN8-BCG2
Woot Order Number: 83389360
My most recent communication with Amazon is attached, wherein once again, they point to their inability to return or refund the item as it is NOT on THEIR order system, but suggest that WOOT has the ability to honor the warranty and replace or refund as the item IS in WOOT’s order system.
Please note, this is the 6th communication and “third round” of communication.
Let it be noted that I am following each’s companies instructions to the T, including the details as described within the warranty.
Please help me resolve this issue with a refund or replacement or Woot credit to purchase a similar item (as I see this item is no longer carried)
Thank you for your prompt attention to this matter.
Sincerely,
Alex
