Amazon customer-friendly? Forget it!

Like other readers, I think Amazon has gone from ‘Earth’s most customer-centric company’ (their words, not mine) to being a nightmare to deal with. My account was hacked recently and I alerted Amazon to the fact that someone was trying to commit fraud in my name. I reset my password and deleted all payment methods, but Amazon kept sending me automated emails asking me to reset my password.

After four new passwords I managed to speak to a human in one of their call centres, only to find I was back in the reset-password loop. I’ve tried to raise issues with them about the fraud, but all I get are automated replies. I’ve emailed their UK Managing Director and Jeff Bezos: no replies from him. I’ve even raised a dispute with the Resolver service operated by Moneysavingexpert ( www. moneysavingexpert.com/site/resolver), but Amazon will not co-operate with it. Customer-centric? I think not.

Yes we can. Nizar is right to say that the new Consumer Rights Act gives customers a refund after one failed repair, but that doesn’t come into force until 1 October.

However, we believe Nizar is entitled to a new phone – or a pro-rata refund calculated according to how long he’s already used the phone – because the current Sale of Goods Act (SOGA) still works in his favour. Although SOGA doesn’t specify how many

Arepairs a customer has to put up with, two repairs – even if they’re for different problems – is considered ample opportunity for a company make a device “fit for purpose”.

SOGA also states that repairs mustn’t cause the customer “significant inconvenience”. Nizar says his phone shuts down for a week at a time when it overheats. To us that counts as being significantly inconvenienced. We’ve told LG why we believe he’s entitled to a replacement and hope to update you soon.