Please let me know if I did everything right and what my chances are with this. This is my first A-Z claim!
Customer purchased item, she received it. States TV was damaged during shipping and even wrote that my packaging was fantastic and no damage was to be seen on the box. She claims the corner was hit during shipping? Please take a look at what I wrote to amazon in regards to the claim with pictures hosted on a website to get an idea of what happened. The TV was definitely dropped by the customer while she was trying to hang it.
Any help here would be so much appreciated.
I apologize about the long paragraph, I don’t know what happened to spacing and Tabs, just copied over from the case.
On July 21st an order was placed for the TV, the TV was delivered on July 24th and signed by the recipient. On July 24th at 2:11 PM the customer sent us a message stating that the TV was packaged well and that even though it was packaged properly the TV was damaged during shipping. We responded to the customer apologizing for this and offered to refund the customer the full amount in addition to the return shipping costs. Even though the customer purchased shipping for $74. The television was shipped to the customer in 5 layers of bubble wrap, foam corners, and a FedEx approved box. The TV was received by us on 7/29/2014. It was repackaged and the original packaging was not included. Within 15 minutes of receiving the package the customer demanded a refund. I explained that we didn’t open the package yet and the Technician will take a look and verify serial numbers before we issued a refund. My technician opened the packaging and determined that the cause of damage was not due to shipping. There were scrapes on the corner of the television and a dent with a split. This is consistent with the television being dropped. Furthermore, the plastics and tags have been removed from the television also providing adequate proof that the television was prepped to be hung on a wall. These scrapes and the dent is consistent with the TV being dropped on a hard surface without any bubble wrapping or box protecting it. We have concluded that the TV was dropped during an attempt to hang the television on a wall. As can be seen in the photo’s provided by me to the customer in a message dated 7/29/2014 at 11:08 A.M. If the television were to be damaged during shipping, which happens more often than any seller would like. The TV screen would have cracked from impact, but no such marks of scrapes or dents would be evident as it would be impossible for the TV to hit a hard surface to actually scratch inside of 5 layers of bubble wrap, foam corners and a FedEx shipping box. The Corner of the TV was hit so hard that it has actually split. This is just simply impossible with foam corners protecting the unit. We have taken over a dozen photographs and we can send them to you at your request.
Tuesday, July 29, 2014 Here are hosted images: Image 1: http://postimg.org/image/fxkkhuunx/ Image 2: http://postimg.org/image/e1xs6p5tp/ Image 3: http://postimg.org/image/ddoxnr73x/ Image 4: http://postimg.org/image/clqv2asal/ Image 5: http://postimg.org/image/p2xipgngd/ Image 6: http://postimg.org/image/k5jy4clh9/ Image 7: http://postimg.org/image/pjnbpn0l9/ – Image 7 shows Television plugged in and turned on Image 8: http://postimg.org/image/kotmrd29p/ I can upload more images that we have taken before sending the TV back to the customer if necessary. Thank You for your time reviewing this case.
Tuesday, July 29, 2014 The TV was sent back as a refused package via the tracking number that the customer provided us with. FedEx: 448135010088499 To further plead our decision, we would also like to note that the customer stated the TV was properly packaged and that the packaging was not damaged. If the packaging wasn’t damaged then how would the TV sustain so much damage? When we received the unit, the customer changed their story and stated that the TV was improperly packaged. Thank you for your time reviewing this case, and I am confident that Amazon will make the right decision.
What are my chances here? With all that has been said about A-Z I’m extremely nervous and restless.