KatieJ Posted February 10, 2016 Posted February 10, 2016 I bought an modem so we could stop paying a rental fee for our internet. Comcast refused to connect it today saying it was their property as verified by the numbers on the box. So we headed out to big box store and bought another one. We are connected after five hours of monkeying around with this today. Now I am trying to return the one Comcast claims is stolen to Amazon. Third party seller is given two days to respond before Amazon opens up an A to Z dispute on our behalf. Do we just go to American Express now and have them investigate this or do we wait for the third party seller and then Amazon to do their investigating first? Amazon says once American Express gets involved they can do nothing until Amex is done. 1 Quote
JustEm Posted February 10, 2016 Posted February 10, 2016 Wait. Amazon has always been good even with third party seller disputes. 7 Quote
Forget-Me-Not Posted February 10, 2016 Posted February 10, 2016 Amazon has always sided with me in third party disputes (sadly I've had a few, enough to put me off most third-party purchases). 2 Quote
abacus2 Posted February 10, 2016 Posted February 10, 2016 Amazon takes care of things. Give them a chance. 1 Quote
klmama Posted February 10, 2016 Posted February 10, 2016 Another vote for Amazon. They've come through for me a couple of times with third party sellers without any need to involved the credit card company. 1 Quote
Mom22ns Posted February 10, 2016 Posted February 10, 2016 Yet another vote for Amazon. They've come through for me multiple times too. Quote
Cindy in FL. Posted February 10, 2016 Posted February 10, 2016 I would wait for Amazon. I've not had a problem returning to a third party seller. Quote
sarasue7272 Posted February 10, 2016 Posted February 10, 2016 If you think it really is stolen, I would go directly to Amazon, not the third party seller. Tell them what Comcast said. If this was fulfilled by Amazon, also go to them first, Not third party seller. 1 Quote
gardenmom5 Posted February 10, 2016 Posted February 10, 2016 amazon is generally REALLY good about this type of stuff. the two days is more a formality. amazon doesn't care so much if the seller responds to you - you'll get your refund from amazon. it's possible if they dont' realize comcast is claiming it was stolen merchandise you might need to do some back and forth just to make sure they understand the situation, but I've had great experiences with amazon customer service. Quote
Lanny Posted February 10, 2016 Posted February 10, 2016 (edited) The majority of things I buy on Amazon are from 3rd party marketplace Sellers. I would wait for Amazon to make a decision on this, before requesting a Chargeback from AmEx, which could result in your Amazon account being cancelled, if Amazon is working on trying to resolve this. I doubt that any reputable Seller would knowingly sell stolen property. That would be all that is required to get their accounts on Amazon and eBay cancelled. Be patient and hopefully this will work out to your satisfaction. Your provider was correct not to provide service to that modem, if they show it was stolen... ETA: I am assuming that before you contacted Amazon, that you sent a message to the Marketplace Seller via the Amazon messaging system, letting them know about this and requesting a refund from them. Any reputable seller on Amazon or eBay would prefer to resolve problems themselves and not have a Negative or Neutral Feedback and not have Amazon or eBay involved. Edited February 10, 2016 by Lanny 1 Quote
KatieJ Posted February 10, 2016 Author Posted February 10, 2016 (edited) Well opposite advice.I did go to Amazon first as my thought process was that if its in fact stolen as Comcast says it was, Amazon needs to deal with this seller.So yes, I did tell Amazon that Comcast claims it was stolen. The email they sent the seller makes no sense. She said the buyer claims it belongs to her and its stolen. Oye .Dh wants me to call Amex and at least start a conversation with them. Part of the new modem connection last night was to switch out phone service ( land line) so now we have two phone services hooked up and they both answer. Can't disconnect ATT until it's verified my old number us ported to Comcast.There are days I am sure this technology is going to be the end of me. Edited February 10, 2016 by KatieinMich 1 Quote
Sun Posted February 10, 2016 Posted February 10, 2016 Well opposite advice. I did go to Amazon first as my thought process was that if its in fact stolen as Comcast says it was, Amazon needs to deal with this seller. So yes, I did tell Amazon that Comcast claims it was stolen. The email they sent the seller makes no sense. She said the buyer claims it belongs to her and its stolen. Oye .Dh wants me to call Amex and at least start a conversation with them. Part of the new modem connection last night was to switch out phone service ( land line) so now we have two phone services hooked up and they both answer. Can't disconnect ATT until it's verified my old number us ported to Comcast. There are days I am sure this technology is going to be the end of me. Contact them via their "chat now" feature on their site. Do it online, typed. That way they have a record of what you actually said. They will email you a transcript of the chat afterward, as long as you tick yes at the end of the chat. Do it NOW since the first rep you spoke with misunderstood the situation. Be sure to mention that as well. If the new, "chat now" rep doesn't seem to understand, ask for a supervisor. 1 Quote
KatieJ Posted February 10, 2016 Author Posted February 10, 2016 Contact them via their "chat now" feature on their site. Do it online, typed. That way they have a record of what you actually said. They will email you a transcript of the chat afterward, as long as you tick yes at the end of the chat. Do it NOW since the first rep you spoke with misunderstood the situation. Be sure to mention that as well. If the new, "chat now" rep doesn't seem to understand, ask for a supervisor. Thank you. I did that. I have also contacted American Express. They advised that I have time to file a claim and it was ok to let Amazon work on it first. 1 Quote
Lanny Posted February 10, 2016 Posted February 10, 2016 OP: Re your update in post #11 If that happened to me, first I would contact the Marketplace Seller. Hopefully, they would refund the $, after reading that Comcast says it was stolen from them. If that did not work, then, I would contact Amazon. If all else failed, then I would contact AmEx and request a Chargeback. I understand about the Porting your phone number. I bought a new cell phone last week and went with the carrier my wife went with the week before that when she bought a new cell phone.. It took about 2 1/2 days for the porting to finish. I understand in the states that usually takes a few seconds. Hang in there, always be polite and courteous, and if the person at Amazon does not seem to have read what you wrote, correctly, ask that it be forwarded to someone who is fluent in U.S. English. GL Quote
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