MobileRead Forums - View Single Post - Trade-In Question

KimberlyFDR · 04-08-2018, 10:18 AM

Well, this is my first time doing an Amazon trade-in and I think it may well be my last based on the trouble I've had on my Kindle verification.

3-23: Sent 2 Kindle Fire HD 7 and 1 Kindle 6" devices - 1 Fire was iffy on a power issue, but other Fire and the Kindle worked fine
3-27: Package delivered
3-27: 1 Kindle Fire HD 7 verified and paid out full value ($15) ~ 25% off promotion activated so I could buy a new device at a discount
3-28: 1 Kindle Fire HD 7 verified and paid out full value ($15)
4-6: Kindle 6" was still in verifying status and the Kindle $20 off promotion was still pending, so I contacted customer support and the bad service began.

The customer service representative told me that they had paid me $5 for the Kindle on 3-28. First of all, it was a working device, so it should have been $20. Secondly, I have been monitoring both my trade-in account and my gift card balance daily and I can see that they only paid me for my 2 Fires. He refused to believe me, but offered to process the $5 gift card and an extra $5 "for my trouble", but twice told me "but that means we've paid you $15 for this, since you already got the $5 on 3-28." So, I've twice been told I'm lying and trying to game the system? No, I think not.

When I asked him about the Kindle promotion, since it's still pending and doesn't apply when I try to add a new device to my cart, he tells me that it only applies to "devices in working order." I cannot find anywhere on the promotion page that reflects this, but the device was in perfect working order when I sent it. One hour after the chat ends (at this point it was a 1 1/2 hour chat just to get this settled), my $10 credit was applied as a "Goodwill refund" on my last purchase - one I was very happy about - so my account appears not only that I complained about an order when I didn't, but also that they issued a credit to me even though they thought I was in the wrong (according to Google, that's what "Goodwill refund" translates to). Before I had logged off, I asked him to please bump this up the ladder and look at my device again for verification because I know it was working, and he said he would, but I don't expect anything to come of it. As of this morning, my trade-in on the Kindle is still listed as "verifying" and nothing has changed on their end.

I love Amazon, and have multiple devices from them (Echo, Dots, Fires, and Kindles), but I am unhappy that I had to work so hard to get at least a bit of money for a perfectly working device I sent in and was told twice I was lying about not receiving my credit for said device.

Well, it was an experience. I guess I'll try another selling route or do a donation to a local thrift store next time I have old devices to get rid of.

04-08-2018, 10:18 AM	#30
KimberlyFDR Groupie Posts: 170 Karma: 593762 Join Date: Dec 2011 Location: Mebane, NC Device: Paperwhite, Fire 7, Fire HD 6, FireStick, Echo, Echo Dot, Echo Connect	Well, this is my first time doing an Amazon trade-in and I think it may well be my last based on the trouble I've had on my Kindle verification. 3-23: Sent 2 Kindle Fire HD 7 and 1 Kindle 6" devices - 1 Fire was iffy on a power issue, but other Fire and the Kindle worked fine 3-27: Package delivered 3-27: 1 Kindle Fire HD 7 verified and paid out full value ($15) ~ 25% off promotion activated so I could buy a new device at a discount 3-28: 1 Kindle Fire HD 7 verified and paid out full value ($15) 4-6: Kindle 6" was still in verifying status and the Kindle $20 off promotion was still pending, so I contacted customer support and the bad service began. The customer service representative told me that they had paid me $5 for the Kindle on 3-28. First of all, it was a working device, so it should have been $20. Secondly, I have been monitoring both my trade-in account and my gift card balance daily and I can see that they only paid me for my 2 Fires. He refused to believe me, but offered to process the $5 gift card and an extra $5 "for my trouble", but twice told me "but that means we've paid you $15 for this, since you already got the $5 on 3-28." So, I've twice been told I'm lying and trying to game the system? No, I think not. When I asked him about the Kindle promotion, since it's still pending and doesn't apply when I try to add a new device to my cart, he tells me that it only applies to "devices in working order." I cannot find anywhere on the promotion page that reflects this, but the device was in perfect working order when I sent it. One hour after the chat ends (at this point it was a 1 1/2 hour chat just to get this settled), my $10 credit was applied as a "Goodwill refund" on my last purchase - one I was very happy about - so my account appears not only that I complained about an order when I didn't, but also that they issued a credit to me even though they thought I was in the wrong (according to Google, that's what "Goodwill refund" translates to). Before I had logged off, I asked him to please bump this up the ladder and look at my device again for verification because I know it was working, and he said he would, but I don't expect anything to come of it. As of this morning, my trade-in on the Kindle is still listed as "verifying" and nothing has changed on their end. I love Amazon, and have multiple devices from them (Echo, Dots, Fires, and Kindles), but I am unhappy that I had to work so hard to get at least a bit of money for a perfectly working device I sent in and was told twice I was lying about not receiving my credit for said device. Well, it was an experience. I guess I'll try another selling route or do a donation to a local thrift store next time I have old devices to get rid of.