Amazon.com / buyer beware!
On April 27, 2008, I purchased the Motorola
HomeSight security system from Amazon.com. Once the order was placed I
was told that I would be receiving the security system from Axsecure.
I really didn't think that much of the notice because I believe I have
received other items from other sellers on Amazon's site anyway and so
far I had no complaints.
Doing business with Axsecure was a HUGE
mistake. I received the security system 3 days later and was shocked.
I thought this was great. WRONG! I opened the box to find NO receipt
for the security system and ONE confusing page on how to install the
software and what to do if the installation failed. In the meantime, I
am looking at the system and I find one piece that I am unable to
figure out what it is for. There was nothing to tell me what each
piece was, how to use them, or which plug went to which item. This is
the first time I have dealt with anything like this.
I have to
say at this point, I am wondering if I paid for a refurbished security
system and not a brand new one, which is what I paid for.
decided I wanted to return the system, so I tried to get information on
Axsecure. The only information was an email address. I sent an email,
but there was no telling how long it would take to reply and I wanted
to get the system in the mail ASAP. I called Amazon.com to ask how to
return the system. I figured that since I placed my order at
Amazon.com, they had some responsibility in helping me get a refund.
seems Amazon.com hires people all over the world to be customer service
representatives. I went threw language barrier after language
barrier. I had to repeat myself so many times that in the end I hung
up on the first 2 representatives. I kept asking for a supervisor, but
all the representatives would do was ignore my request for a
supervisor. I finally called a third time and told the representative
that I was not going to give her my information and that I wanted a
supervisor. At first I was told there were NO supervisors. When I
told her that not 5 minutes before, I was told there were supervisors
there, she then told me they were ALL busy. I told her I would wait.
2 minutes the representative came back on the phone line and told me
the supervisors were still busy. I said, I'd wait. Around 5 minutes
went by and the representative came back on the phone line and said
that the supervisors were still busy. I told her that, I was still
going to wait if it took all night because I had nothing to do anyway.
In less then 1 minute I had a supervisor. What a waste of time. He
cared nothing about my problem. He kept saying it was not Amazon's
responsibility and that I needed to contact Axsecure. I ended the phone
call letting the supervisor know that I was filing a complaint with my
State Attorney General's office.
I immediately went online and
filed my complaint with the Attorney General's office. While finishing
up with my complaint, I got an email from Axsecure. I received this
reply in bold, black letters:
sorry no returns on open items they have a tech support # its a great system
Had I been informed that there would be NO returning this item when I was ordering it, I WOULD NOT HAVE PLACED THE ORDER.
called Amazon.com back and I was now more than furious. I finally got
someone that understood English. I told her that it was against the
law to sell something WITHOUT informing the customer of a NO RETURN
POLICY. I told her I got an email from Axsecure stating they do not
have a return policy. She told me I was correct. Suddenly, I was
receiving customer service. She was extremely nice. At this point I
didn't trust her either. This representative asked me to hold while
she did some research. Amazon has a guaranty for satisfaction. She
was going to file a claim and issue me a refund.
I asked what to
do with the security system and I was told that I could either keep it
or send it back but was never given an address to send it to.
I placed a call to Motorola Homesmart and told the representative that the Homesmart system was a piece of junk. To my surprise he agreed. On top of that he told me that the system I purchased was OBSOLETE! Not only is it obsolete but if someone has purchased this item and needs a new CD, they are NO LONGER available and the consumer is out of money. Now I know why Amazon told me I could keep it if I wanted to.
the past I have rarely had problems with Amazon.com, but this time was
a real learning experience. You have to beware of ordering things that
are being sold by other companies. Before you place an order, call
them or email them and find out what the RETURN POLICY is. You also have to worry about whether or not you are getting an obsolete item. If Amazon doesn't know or
can't tell you how to find it on their web site (I was given
misinformation), DON'T place the order.
received a couple of emails from Amazon.com telling me how to check the
sellers return policy, but guess what? The information I received was
worth nothing because what I was told to do, couldn't be done.
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