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AMEX dspute resolution, not impressed so far

xryanx 59 23 November 23, 2015 at 02:22 PM
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So I purchased the 58" TV from Tiger Direct that was posted here on slickdeals. It took 27 days to be delivered, with only a 30 day return policy. After spending a day getting it out and installed, I noticed there was something not quite right with the picture and it became very obvious when watching HD animation (I think it is due to the hard lines and lack of blurr). I spend some time going through the manual and trying to adjust some settings and it actually made it worse, so I put it back. At this point I'm ready to return the TV and move on, but when I go to the Tiger Direct return page it urgers me to contact the manufacture first, so I do

I called the manufacture and sat in the queue for 1/2 half an hour and it finally dumped me to a voice mail and said they'd call me back if I left a message.
I instead opted to send an email to the support email, and they responded a couple times and when it became obvious that something was wrong with the way the TV was processing video, they stopped responding. I called in several times, and they ultimately responded saying I needed to send the TV in under warranty and I would have to pay to ship it.

I emailed Tiger Direct and said I'd like to return the TV after following their directions to contact the manufacture. TD refused, citing their 30 day return policy, which I had missed while I was dealing with the manufacture (keep in mind I had a 3 day window due to the extended delivery). They refused.

I contacted AMEX to see if they could be any help as I had heard good things in the past for this type of stuff. The person on the phone seemed to take note of my explanation of the situation and to understand fully what happened. In addition to my situation involving a new TV that I had to pay to ship in for a warranty, I also mentioned the fact that the TV was misadvertised on the HDMI port count and the refresh rates. The operator told me "not to worry, AMEX has your back". I knew there was no guarantee, but I felt like I had a decent chance of resolving the situation. I was genuinely impressed with the service I perceived that I had received. This past Sunday, after two weeks of filing the claim with AMEX, my claim was denied. Not great, but if they had some kind of rationale and had addressed my concerns I would have accepted it an moved on. Instead, I got some kind of generic response saying they had contacted the retailer and that retailer has sent proof that I had received the TV and the charge was valid, completely ignoring everything I had said. I ended up calling in and talking to a manager (retelling the whole story), and I was told that the case would be reopened and I should submit some extra documentation. Not holding my breath. If they had no interest in consider my information and intended to just side with the seller, that's fine, but they should not offer the service and shouldn't waste my time.

I'll update if the next go around is any better.

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#2
Your details are a little hazy as to what protection you are trying AMEX to uphold. You might post the actual protection clause. I think you are being a bit general with "I bought something with AMEX and they should protect me". There are pretty specific protections in place and AMEX does an amazing job at protecting those.

It sounds more like "I bought something that I don't really like and missed my window to return it so hopefully someone else eats the cost".

Your post is more an issue with Tiger Direct than AMEX, IMO. It also sounds like you bought an off brand like a Seiki which is part of the problem as well, IMO.
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#3
I bought a Tenda router (also posted on here) from TD that I was not happy with. It would lose settings every time the power went out, even if it were just for a few seconds. Checked TD, and it said "no returns" on my order confirmation, so I contacted Amex. They credited me the cost of the router (minus shipping) not even 24 hours after I submitted my claim online. Obviously the router likely costs much less than your TV, but regardless, it was a positive experience for me.
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#4
Amex will take care of the situation, they are fantastic
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#5
27 days to be delivered? TD is the worst. Amex should take care of it esp if TD misstated the specs of the TV.
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#6
Quote from eekthecat View Post :
Your details are a little hazy as to what protection you are trying AMEX to uphold. You might post the actual protection clause. I think you are being a bit general with "I bought something with AMEX and they should protect me". There are pretty specific protections in place and AMEX does an amazing job at protecting those.

It sounds more like "I bought something that I don't really like and missed my window to return it so hopefully someone else eats the cost".

Your post is more an issue with Tiger Direct than AMEX, IMO. It also sounds like you bought an off brand like a Seiki which is part of the problem as well, IMO.
I called in and asked if they had any services available to help me with my issue as I had heard good things. I was told that American Express had my back and that they would investigate and help to resolve the dispute. I'm not saying AMEX owes me anything, but when they tell me that they will investigate the issue I expected something of substance. Instead, they simply sent me a canned response while never looking at the concerns I raised or the information I presented; it was a waste of my time. I understood that there was no guarantee it would turn out in my favor, but whomever processed my dispute didn't even look at what I submitted. I'm not not sure on a specific protection clause as I simply called in and was directed to someone in the dispute department, but I would assume that sending a malfunctioning TV that was incorrectly advertised, with a three day return window and instructions to contact a non-responsive manufacture before initiating a return is not fulfilling the obligation owed by TD.

Also, this isn't a case of buyer's remorse. Something is wrong with the TV. Tiger Direct should eat the cost. They didn't live up to their end of the deal. They got my money but provided an unusable product. That is on them. If the TV takes a shit in 6 months, that is on me for buying an off brand, but it should work out of the box.

https://www.youtube.com/watch?v=CvTMHK-qLnE

Maybe someone just screwed up at AMEX and the next go around will be better. Like I said, I was really happy with how I was treated on the initial call and felt like they took the situation serious. It didn't turn out that way.
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Last edited by xryanx November 24, 2015 at 06:10 PM
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#7
Quote :
Your satisfaction is our goal; every product we sell is backed by the manufacturer's warranty as well as TigerDirect.com's satisfaction guarantee for most products. If a product you purchase fails to meet your needs, please review the information below and return it to us within 30 days of receipt, and we will be pleased to arrange an exchange or refund.

Please note that desktop and laptop computers, tablets, televisions, projectors, digital cameras, camcorders, gaming consoles and GPS devices may be returned within 14 days of the original purchase date.
TVs have a 14 day return policy from date of purchase. why can't you just have the manufacturer cover it with warranty service?
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so i spent time making a signature. only to realize that you couldn't put an image in the signature. please enjoy the link to my signature, assuming it works.

http://imgur.com/FtBghZ2
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#8
Quote from dayv View Post :
TVs have a 14 day return policy from date of purchase. why can't you just have the manufacturer cover it with warranty service?

It may come to that, but I'm not super interested in paying to ship a large, brand new TV to have it repaired. Add in the possibility of it being damaged in shipment, and I'd just assume TD takes it back. If it was outside the return policy, that is on them for taking so long to ship the TV.
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#9
I've only filed a couple disputes with AmEx over years, but I can't say I've been impressed. They've taken longer than any other CC provider I've dealt with to review the cases and on both occasions acted more like the BBB than my credit provider. In other words, they contacted the business and tried to get them to issue a refund, but when they business refused AmEx threw their hands up. In both cases, the business ultimately refunded my money before AmEx closed the case, but I didn't get the feeling the decisions were going to be in my favor.

I've actually had 100% success with all of my other providers except for US Bank. In my sole experience with US Bank, they initiated a dispute in order to try and get a signed CC slip form the merchant so I could verify that I actually made a particular purchase. However, the merchant (Best Buy) failed to respond and US Bank simply closed the issue, stated that there was insufficient evidence to suggest the charge was fraudulent (I don't recall making it and BB declined to answer, so I have no idea how they reached that conclusion.), and instructed me to contact the merchant. So I can understand and empathize with your frustration as it sounds like you received a similarly vague response.
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As the username says ...
#10
Quote from xryanx View Post :
It may come to that, but I'm not super interested in paying to ship a large, brand new TV to have it repaired. Add in the possibility of it being damaged in shipment, and I'd just assume TD takes it back. If it was outside the return policy, that is on them for taking so long to ship the TV.
was reading the news and came across
3. Return Guarantee

Some credit cards offer a return guarantee policy that can protect you when a retailer will not accept the return of a covered item. For example, American Express offers a return protection policy on many of its cards that will cover eligible items within 90 days of the date of purchase.

not sure which card you have or if they even looked at this option

looks like it's only up to $300 per item and $1000 per year
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Last edited by stufine November 30, 2015 at 05:24 PM
for those that hate spelling mistakes www.walmarts.comCool

bulb save money by checking your insurance every 2 years (and not every 20)
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#11
Are you filing a CC dispute or a purchase protection claim? They are two different things.
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#12
Quote from phonic View Post :
Are you filing a CC dispute or a purchase protection claim? They are two different things.
It is a CC dispute. I am contesting the charge from the seller and want to return the TV. The purchase protection seems to apply only to stolen or goods I damage. The TV arrived in an unusable state.
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Last edited by xryanx December 1, 2015 at 04:21 PM
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#13
Quote from xryanx View Post :
It is a CC dispute. I am contesting the charge from the seller and want to return the TV. The purchase protection seems to apply only to stolen or goods I damage. The TV arrived in an unusable state.
You likely have the ability to go down either (or both, one at a time) paths. Amex Purchase Protection also covers purchases for up to 90 days where the seller refuses to accept it for a return. While this coverage may depend on your card, I'm pretty sure it's a basic coverage that they all have (in addition to other benefits like theft or damage protection). Loss prevention is only on the higher tiered cards.

Since you already went down the dispute path, I would continue that as you should get a resolution that way -- you may need to escalate, etc. Worst case if they refuse, open a claim under purchase protection.
https://online.americanexpress.co...aimscenter
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#14
Quote from phonic View Post :
You likely have the ability to go down either (or both, one at a time) paths. Amex Purchase Protection also covers purchases for up to 90 days where the seller refuses to accept it for a return. While this coverage may depend on your card, I'm pretty sure it's a basic coverage that they all have (in addition to other benefits like theft or damage protection). Loss prevention is only on the higher tiered cards.

Since you already went down the dispute path, I would continue that as you should get a resolution that way -- you may need to escalate, etc. Worst case if they refuse, open a claim under purchase protection.
https://online.americanexpress.co...aimscenter
Unfortunately, the purchase protection specifically excludes this situation.

"normal wear and tear, inherent product
defect or manufacturer's defects or normal
course of play"

I did get a notification saying tiger direct has responded and they will reach a decision soon.

Assuming for a moment AMEX does rule in my favor, I'm curious how they'd handle the situation. Will they just take the money back from Tiger Direct and tell them to arrange pickup?
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Last edited by xryanx December 1, 2015 at 05:48 PM
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#15
Always file any credit card dispute in writing, within 60 days of the date of the first credit card statement showing the charge, and mail it by US Postal Service to the special address for billing problems because that obligates the card issuer in ways that other methods of complaint do not. Mention that you followed the merchant's advice and that they took 27 days to deliver the product. I can't imagine that the return period starts on the date of the order, rather than the date of delivery because what if TigerDirect had taken more than 30 days to make delivery? BTW, also tell Amex that you had already complained to the merchant because that also affects your credit card rights and actually eliminates any time limit for filing a complaint. Also emphasize that you paid for a non-defective TV but instead received something else, a defective TV.

Credit card issuers don't like to admit it, but they actually can't require extra documentation, they have to correct your account even if they can't collect from the merchant (they always can -- merchants have to set up , and the burden of proof is on them, not on you.

TigerDirect may be quitting the business or at least quit existing as an independent entity: news story [bizjournals.com]. $14M is a pretty low price for a business with TD's sales volume. Something had to be really wrong.
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Last edited by larrymoencurly December 2, 2015 at 10:22 PM
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