Need Advice on Handling a Customer Request for a Defective Product
Hello fellow sellers,
I’m currently dealing with a situation where a customer is requesting a replacement for an air conditioner they purchased from us. The customer received the product on September 18, 2023, but due to construction delays, the unit was not installed until November 18, 2023. After installation, the technician found that the unit had a manufacturing defect - the condenser unit was not holding gas due to a minor undetected leakage.
We informed the customer that the manufacturer no longer has compressors of this model available for replacement. We proposed a full refund as the most convenient solution, requesting that the customer send us the breakdown report from the technician who carried out the installation, detailing the problem found in the air conditioning system, and the technician’s license code.
However, the customer has not sent us the requested information and keeps sending the same message. I want to help the customer, but they aren’t cooperating with our process.
I would appreciate any advice on how to proceed in this situation. Thank you in advance for your help.
Need Advice on Handling a Customer Request for a Defective Product
Hello fellow sellers,
I’m currently dealing with a situation where a customer is requesting a replacement for an air conditioner they purchased from us. The customer received the product on September 18, 2023, but due to construction delays, the unit was not installed until November 18, 2023. After installation, the technician found that the unit had a manufacturing defect - the condenser unit was not holding gas due to a minor undetected leakage.
We informed the customer that the manufacturer no longer has compressors of this model available for replacement. We proposed a full refund as the most convenient solution, requesting that the customer send us the breakdown report from the technician who carried out the installation, detailing the problem found in the air conditioning system, and the technician’s license code.
However, the customer has not sent us the requested information and keeps sending the same message. I want to help the customer, but they aren’t cooperating with our process.
I would appreciate any advice on how to proceed in this situation. Thank you in advance for your help.
3 respuestas
Seller_CW0P5hgbsiqWX
Remember, buyers will say anything to get a free product.
All you are concerned about is the return window closed on October 18. 2023 and is not eligible for a replacement, refund or refund.
If you deviate from saying anything but Amazon published policy, Amazon will consider that you lead the buyer on to meet his needs, AND Will refund in full from your account.
Charly_Amazon
Hello Leconte_Group_LLC,
Thank you for contacting us and your participation on this forum.
Following up on this thread, has the issue been resolved ?, let us know if you still need assistance on this.
Thnak you in advance,
Charly_Amazon
