Domino XL minified

[threesixright]

[member=65767]threesixright[/member]
Thank you for sharing your book story, very reassuring! I had bad experience with Amazon customer service 5-6 years ago where they didn't care at all about any issues if it was 30 days after the purchase. At one point I had an open case with them for almost 2 months where they didn't want to reimburse me for a package that was lost in transit. Judging by what others are saying, Amazon's policy has changed since that time.

Hehe, good! Well I have many more good experiences, actually never had a bad thing TBH.

Living in the US:

Once bought a tripod (~ 7 yrs ago), while UPS claimed it was delivered to my neighbours, I had seen nothing. Overnight shipping, and next day it was there (east->west coast!).

Living in Europe
Bought some toothbrushes, only wrong model. Shipped form the UK, I admitted to them it was my own mistake. Nevertheless they shipped (free) the correct version, and didn't want the wrong ones back.

The best one. I bought 4x Piher clamps (#31206), it was a amazing deal. They where priced at 20,00 EUR (normal retail @ > 4x that price). But they had only one on stock (with no date set), so I pull the trigger on 4 of them. 8 weeks later nothing delivered. So I contacted Amazon, and they where like "sorry this, sorry that', but not a true solution (other then refund, and order again for 80+ EUR each  [scared]). I already thought that something went wrong with the pricing and the seller pulled out. Not sure (just a gut feeling). I kept insisting and at the end (took a bit of gentle persuasion  [embarassed] ) they came through. 4 brand spanking clamps for 80 EUR. Well lucky me I'd say. Anyway, the moral is that in general, while other companies can be a bunch of dicks, Amazon was always helping and even went the extra mile.

Apparently some people have bad experience, I'm sorry for them. But to me, Amazon has always been good. Kudos to them.

I wish you well and hope they solve it !, XL seems like an amazing machine  [thumbs up] (just waiting for my 500 to come in  [tongue]).

Keep us posted!

 

[threesixright]

[member=50918]serge0n[/member]
My wife would argue the bathroom scale is inaccurate, reading high.  I’ll take the 5th there.

ROFL, this made my day (and the day is just starting).  [big grin] [big grin] [big grin]

I hope she doesn't read FOG

 

[wmarazita]

As someone mentioned above, check with your friend on how payment was made. If with a credit card, I would dispute the charge immediately. The CC company will do an investigation and your friend can explain the entire story which makes sense why it wasn't reported earlier. I have found that most credit card companies, (particularly) American Express, will bend over backwards to help you resolve with the seller.

 

[Gregor]

As someone mentioned above, check with your friend on how payment was made. If with a credit card, I would dispute the charge immediately. The CC company will do an investigation and your friend can explain the entire story which makes sense why it wasn't reported earlier. I have found that most credit card companies, (particularly) American Express, will bend over backwards to help you resolve with the seller.

I prefer to give the seller a chance before going through the CC company.

Simply from putting me into the sellers shoes I would like the customer to ask for help first, before him taking (possibly unneeded and likely expensive) steps that lead to additional cost and work for me... Customers that take the reverse approach and 'shoot first and ask questions later' are not the ones I (or likely: anyone) would like to have.

 

[Michael Kellough]

As someone mentioned above, check with your friend on how payment was made. If with a credit card, I would dispute the charge immediately. The CC company will do an investigation and your friend can explain the entire story which makes sense why it wasn't reported earlier. I have found that most credit card companies, (particularly) American Express, will bend over backwards to help you resolve with the seller.

I prefer to give the seller a chance before going through the CC company.

Simply from putting me into the sellers shoes I would like the customer to ask for help first, before him taking (possibly unneeded and likely expensive) steps that lead to additional cost and work for me... Customers that take the reverse approach and 'shoot first and ask questions later' are not the ones I (or likely: anyone) would like to have.

That’s a good first step in the case that the seller made a mistake. In this case the seller deliberately committed fraud, substituting a cheap tool of a different brand for the Domino XL the customer bought.

 

[JimD]

Wow!  That would be an awful surprise.  I wouldn't assume what happened and just contact Amazon and see where it goes.  They could have sent out something returned by another customer too although they bundle a lot of those up and sell a pallet at a steep discount.  I have found them amazingly good on returns.  I broke a CMT 14mm domino cutter I got from them on the second cut just a few weeks ago.  They asked for it back but all I had to do is drop it off at UPS, they immediately sent a replacement and I got credit for the full purchase price of the original once they received it.  I have a phone case and screen protector in the car so I remember to drop them off at UPS right now.  I'm not sure if it was my mistake or theirs but they agreed to take them back too - they do not fit my phone.

I used to have to print out labels and pay return postage unless they had clearly made an error.  These days they seem to cover the postage regardless and they've automated the process where you just show a code on your phone at UPS and do not need to create a label - or even provide a box or anything. 

They also maintain a history of purchases going back literally years.  My experience is that it takes longer when the purchase was from an affiliate rather than Amazon's warehouse but the steps and process is the same.  The CMT cutter was from an affiliate and it took more than a week to get my credit but I still got it.  And I had a replacement cutter in two days. 

 

[Gregor]

As someone mentioned above, check with your friend on how payment was made. If with a credit card, I would dispute the charge immediately. The CC company will do an investigation and your friend can explain the entire story which makes sense why it wasn't reported earlier. I have found that most credit card companies, (particularly) American Express, will bend over backwards to help you resolve with the seller.

I prefer to give the seller a chance before going through the CC company.

Simply from putting me into the sellers shoes I would like the customer to ask for help first, before him taking (possibly unneeded and likely expensive) steps that lead to additional cost and work for me... Customers that take the reverse approach and 'shoot first and ask questions later' are not the ones I (or likely: anyone) would like to have.

That’s a good first step in the case that the seller made a mistake. In this case the seller deliberately committed fraud, substituting a cheap tool of a different brand for the Domino XL the customer bought.

As there are plenty of possible explanations how this particular case could have happened the claim that the seller must be the responsible party is, unless you're that particular seller and you know it for a fact first hand as you personally did it, jumping to conclusions. While 'knowing' that another party is evil surely makes life easier as it gives structure to the day... not thinking the worst of others from the start opens the way for interactions that overall are much better and nicer.
Also there are very good reasons for 'innocent until proven guilty'.

 

[greg mann]

Sounds like a good argument to support a brick and mortar retailer.

A lot of good advice here to hopefully back out of a rotten situation.

 

[sancho57]

[member=50918]serge0n[/member]

Any progress on getting this settled?

Im interested bc this just may happen to me sometime

 

[serge0n]

[member=10147]jobsworth[/member]

I wanted to post an update sooner, but my buddy is still trying to work things out with Amazon/3rd party seller.

Initial Amazon CS response was: "it didn't come from us, work with the vendor, but you are out of the 30 day return window, so good luck!"
Initial 3rd party sellers response was: "Sorry about your experience, but it's been way more than 30 days, I'm not supposed to do anything for you here. But I will give an impression of trying."

So the conversation got started, both Amazon and 3rd party seller are looking into it and are supposedly communicating with each other, but progress is slow.

Some important notes:
1. My friend rarely shops at Amazon. His overall order history can probably fit on one page. So not a very valuable customer.
2. The seller can't file a claim with UPS as he is outside of the claim window.
3. The seller can't get money back from insurance either for similar reasons. So he'd be eating the cost if he accepts the return. The seller was told by the Amazon rep that my friend is a very infrequent customer.

It doesn't look good, so he is going to reach out to his bank and see if the CC charge can get reversed.

 

[sancho57]

I guess the moral of the story is to buy from brick and mortar first and if ya have to buy from Amazon, check the stuff out when Its delivered and if it isnt right  immediately contact.

Im sorry this happened to you and your friend.

You know if you called festool and talked to them, explain what happened they might be able to pressure on the seller. Im sure festool wont like this anymore than you and I do.

 

[serge0n]

I guess the moral of the story is to buy from brick and mortar first and if ya have to buy from Amazon, check the stuff out when Its delivered and if it isnt right  immediately contact.

Im sorry this happened to you and your friend.

You know if you called festool and talked to them, explain what happened they might be able to pressure on the seller. Im sure festool wont like this anymore than you and I do.

Thank you for your suggestions and support!

You're right about the moral of this story -- open the box and test the tool, make sure all parts work within the return window.

The latest update is that third party seller is not accepting a return and Amazon can't do (or won't do) anything about it. My friend is working with his bank to see if the CC transaction could be marked as fraudulent and reverted. In the meantime I'll be selling what was in the package here on FOG in case someone needs a replacement systainer for their domino.

 

[Birdhunter]

Suggest turning in a very negative evaluation of the seller on the Amazon site.

 

[RKA]

Suggest turning in a very negative evaluation of the seller on the Amazon site.

And here!!

 

[serge0n]

Suggest turning in a very negative evaluation of the seller on the Amazon site.

And here!!

My friend asked me not to reveal the sellers company name. He owns a small photo studio and knows how one negative review can ruin a small business.

There are just too many variables here - the item could be a return from a customer who stole the Domino, someone in Amazon's warehouse could've done it, delivery service could be at fault, who knows. He doesn't want the blame to land solidly on a small tool shop who refused to eat $1500 because he chose not to open the box when he got it.
I would've handled it differently, but he looks at it as an expensive learning experience and blames himself for being careless.

 

[RKA]

Understood.  He's a bigger man than I.  [wink]

 

[sancho57]

[member=50918]serge0n[/member]

First a little info about me. I used to be a paid customer. AKA a quality assurance rep that would go to contractors facilitys and inspect their products they were manufacturing and selling to the USG. When the items were ready to ship to te govt I would inspect them and ensure to the best of my ability that they met the blue prin and manufactureing specs. I represented the USG and did this work for about 32 years. So when I make the following comments its through those eyes as a professional customer. So I may be tougher on businesses then most.

A small business could make it right. If they were customer focused. If they arent at least willing to work with you and your friend, bend a little, maybe they shouldnt be in business.

Telling us the name of the business will help us here from getting hosed the way your friend was.

Sorry but $1500 is a lot of money for your friend to eat and a little money for that stores reputation.

What that store could of gained by making it right . They say in this case word of mouth will bring them 10-20 new customers or more. Plus a great reputation which is priceless especially in this day and age.

All they are doing is hosing you IMO , which they actually deserve the bad rep and losing business.

I would of told them straight out I would let everyone know on this site who they are and what they did.

After all its their business and their decsion. Let them deal with the consequences of it.

But thats just one persons opinion..

Mine    [censored]

 

[ChuckM]

[member=50918]serge0n[/member]

Snip.

A small business could make it right. If they were customer focused. If they arent at least willing to work with you and your friend, bend a little, maybe they shouldnt be in business.

Mine    [censored]

I agree. The small size of a business is only part of the equation, and does not necessarily make it less friendly. In fact, I would argue that big companies are less flexible when things go wrong (rules, policies...bureaucracy). Just ask TSO and the like about this.

How a company, regardless of size, handles a transaction when something goes wrong speaks volume about its after-sales service and reliability.

 

[sancho57]

[member=57948]ChuckM[/member]

Very true. At the end of the day, it was the small business that screwed up and allowed that tool to be shipped. They got paid the $1500.

Its their responsibility. Its not the customers fault they didnt get what they ordered and paied for in good faith.

They should make it good.

 

[mwolczko]

I agree that your friend should work with his CC company. Many years ago I ordered a router table top from a company you have all heard of, and it never arrived. The company claimed it was delivered, but could not supply any further evidence (this is pre-web). I complained to the CC company and got a refund but the company refused to take any of my business after that. That’s their prerogative but really, what did they expect?
The other thing, which hasn’t been mentioned, is that a crime has been committed. If the item was delivered by USPS I would raise it with the post office; and file a police report; and if the item was bought out of state, call the FBI.  If this was an example of a pattern of deceit, it’s the only way it will be exposed.