Is this support ticket clear and understandable?


Recommended Posts

Hello.

Because English is not my mother language and I'm not speaking English very often, I would like to know if the below message is clear and understandable.

Can you understand clearly what my problem is on the message?


Hello.
I ordered this TV Wall mount almost two years ago.
Yesterday, when I tried to move my TV a little up, the screws got loosened up from the mount and the TV was about to fall.

I tried tightening the screws but I couldn't because two parts of this product (the ones in the photos) have their internal screw threads gone.

The parts are these:
http://img266.imageshack.us/img266/1393/img20130130112602.jpg
http://img801.imageshack.us/img801/9733/img20130130112640.jpg

They are the ones responsible for tilting up and down the screen
http://img20.imageshack.us/img20/6464/img20130130112610.jpg

What I mean by "internal screw threads"
http://upload.wikimedia.org/wikipedia/en/thumb/3/3f/Internal_and_External_Thread.jpg/200px-Internal_and_External_Thread.jpg


I was wondering if this product has any warranty and if it is possible to send me just the replacement parts and avoid any expenses

OR 

If it is possible just to order the replacement parts and pay them in a reasonable fee and not order the whole mount. I just need those two particular parts and use the TV Mount again.

Thanks.

Link to comment
Share on other sites

If that was a tech ticket, I would be a very happy support guy. The language seems correct enough, and if there are any doubts over the words used then there are pictures to refer to as well.

I say that's fine. I wish more people would construct tickets like that.

Link to comment
Share on other sites

for the support team of this company i guess it is.

i would specify what kind of wall mount you got. type number, serial, or whatever.

for me the two first pictures are shot too closely and blurry. i can hardly imagine what that stuff looks like. shot more far away and with the right focus on the part would help.

but tbh - if you just give them the correct type of the wall mount they will know what you need.

Link to comment
Share on other sites

for the support team of this company i guess it is.

i would specify what kind of wall mount you got. type number, serial, or whatever.

for me the two first pictures are shot too closely and blurry. i can hardly imagine what that stuff looks like. shot more far away and with the right focus on the part would help.

but tbh - if you just give them the correct type of the wall mount they will know what you need.

It's Amazon.

I chose the product first when I was contacting support.

They know exactly what I was talking about.

They policies are just a little messed up..

I'll add the conversation:


Me:Order replacement parts
Hello! I contacted e-mail support two hours ago and I received an answer.
They told they would refund me 15% of this product's price.
amazon:Hi my name is amazon. can you give me some details please ?
Me:I do not wish a refund. I would like to order just the replacement parts, I'm willing to pay. I just wish to continue use the product
here's the email I have sent
Hello.
I ordered this TV Wall mount almost two years ago.
Yesterday, when I tried to move my TV a little up, the screws got loosened up from the mount and the TV was about to fall.
I tried tightening the screws but I couldn't because two parts of this product (the ones in the photos) have their internal screw threads gone.
The parts are these:
http://img266.imageshack.us/img266/1393/img20130130112602.jpg
http://img801.imageshack.us/img801/9733/img20130130112640.jpg
They are the ones responsible for tilting up and down the screen
http://img20.imageshack.us/img20/6464/img20130130112610.jpg
What I mean by "internal screw threads"
http://upload.wikimedia.org/wikipedia/en/thumb/3/3f/Internal_and_External_Thread.jpg/200px-Internal_and_External_Thread.jpg
I was wondering if this product has any warranty and if it is possible to send me just the replacement parts and avoid any expenses
OR
If it is possible just to order the replacement parts and pay them in a reasonable fee and not order the whole mount. I just need those two particular parts and use the TV Mount again.
Thanks.
amazon:Ok, let me have a look for you. Just be a minute
Ok, sorry to take so long. I was just reading your correspondence to date.
I'm afraid the item is outside of our 30 day return policy so can't be returned. I'm just checking whether anyone sells spare parts for it, won't be a second
Me:Oh come on, don't you provide any warranty for your products at all? Is 30 days your warranty?
amazon:We provide a full your on Electronic items, I'm just trying to check what we do on this item.
Me:and this your product, is there not any way and sell the spare parts directly from you?
amazon:We don't normally stock spare parts. This item is an Amazon product though so I jst need to do a bit of digging on it. Sorry for taking so long
Me:OK I can wait, no problem
amazon:Ok, Marios, really sorry for taking so long. Don't deal with a lot of problems like this.
It looks as if our Warranty covers this item. You can see that at
www.amazon.co.uk/basics-warranty
It indicates you should return the item to us for a repair or replacement.
Me:You know... shipping costs are more expensive than just buying the replacement parts
amazon:I think that might be why my colleague provided a small refund on the item.
Me:and which items should I send back to you?
the whole mount or only the defect ones?
amazon:The whole mount would need to come back as we can only replace the whole mount.
Me:This particular mount provides more parts for other screens as well. I just used the ones I needed for my TV screen and I do not know what happened to the rest
What can I do for the other missing parts?
amazon:Let me check what would happen if we received only part of the item back.
Me:Can I just send the whole mount set I'm using back to you?
That's why I'm telling please let me buy just the spare parts from you. Because shipping costs are expensive and I do not have all the items that came originally with the package
Is what I ask strange?
amazon:Marios, no, what you ask is logical but I'm pretty sure we don't sell just the spare parts. Let me check again
No, can't see this type of thing anywhere. All I can suggest is that you return the item for repair, if we can't repair it we will replace it.
Alternatively I can send a replacement and you can return what you have to us.
Me:I would like the alternative option. I don't have all the items because I wasn't using them
They might have been thrown away or stored somewhere
I do not know
amazon:I understand that Marios and I'll put a note on the returns item to say that. Give me a minute and I'll issue a replacement order for you
Ok, I've issued a replacement order. It is due to be with you between 4 February and 8 February. You should return your faulty item as soon as you can. Put a note inside telling us what the problem is if you don't mind
Me:Alright thanks, but to be honest I cannot say I'm completely satisfied with your policies, if only there was a way to order just the spare parts would be much more prefereed
Thanks a lot
where do I have to send the items to?
amazon:I appreciate that and apologise. I'll pass your comments on.
I'll send you an email regarding how to return the item and where to. You will get that in about 5 minutes
Me:Alright, thanks a lot for your help.
amazon:If you are struggling for packaging you can wait until the replacement arrives and use the pacakaging from that.
Me:Wow
that's much greater
amazon:Great. Anything else I can help with ?
Me:No thanks a lot
Goodbye
amazon:Great, have a good day

They wanted to refund 15% of the product's price but if they did I wouldn't be able to use the mount.

It's the first time I was "begging" to pay for something :/

Link to comment
Share on other sites

This topic is now closed to further replies.
  • Recently Browsing   0 members

    • No registered users viewing this page.