e-mail from the Hudson Haven (formerly known as cindystenger) - Amazon.com Marketplace seller

Note: This seller, cindystenger, changed names, apparently in the year 2012 (in or before June, 2012). They now call themselves "The Hudson Haven."

From me to the Hudson Haven (formerly known as "cindystenger")

9/24, 2008 (14:23)

The order arrived today, but it is badly damaged. I think you should not have shipped it in an envelope. If it had been in a box with enough cushion material to absorb shock, it would not have been damaged like this. Please send me a replacement. I took some photos of this item and uploaded at one of my websites so you can see the problem easily. The URL is as follows: http://melon77.net/others/the Hudson Haven (formerly known as "cindystenger").htm


From the Hudson Haven (formerly known as "cindystenger") to me

9/24, 2008 (22:51)

Hello,

Thank you for your purchase and I'm sorry that your purchase was damaged. Please understand that Amazon only credited me $12 for shipping, which was just enough to cover shipping this in their flat-rate envelope, which is what I used. To pack this in a box would have meant a shipping cost of $25 or more, and unfortunately I would have lost money had I done this. What I would recommend is calling the manufacturer of the DVDs and requesting a new case be shipped to you, which I'm pretty sure they'd be willing to do. Please let me know how that turns out.

Thanks and sorry


From me to Amazon.com

9/24, 2008 (9:31) , U.S Time

Dear Sir or Madam: My order arrived damaged, but the seller says that it happened because they did not get enough money to ship properly (namely, in a box, not in an envelope), and they refuse to deal with the problem. The seller says that I should ask the manufacturer to take care of the problem, but I am sure that the manufacturer will not do anything about it because the problem occurred due to the improper packaging by the seller, which is not the manufacturer's fault. At least I am sure that they will not do it for free. What should I do about it? Thank you.


From Amazon.com to me

9/25, 2008 (2:29)

Dear *** ***,

This e-mail confirms that an Amazon.com A-to-z Guarantee claim has been filed for order #***-6840519-******* because you received a damaged item. Your comments were "customer says that problem occurred due to the improper packaging by the seller ".
When an A-to-z Guarantee claim is approved, Amazon.com reimburses you based on your original method(s) of payment. You can check the status of your claim by visiting Your Account. In the "Where's My Stuff?" section, select "Orders placed in the last 6 months" from the drop down menu and then click the "Go!" button. On the following page, click on the "View Order" button for this transaction. Then click on the link for "Problem with this order?" This will show you the current status of your claim. If a reimbursement has been processed, you should see an Important Message listed at the top of the order summary page.
If your seller directly resolves your problem, please let us know by replying to this e-mail and placing an 'X' in the box below.

--------------------------------------------------------

[ ] I would like to withdraw my A-to-z Guarantee claim for Order #***-6840519-******* . If this A-to-z Guarantee claim has already been reimbursed to my credit card associated with this transaction, I authorize Amazon.com to recharge my credit card.

--------------------------------------------------------

While we always encourage buyers to try to reach a solution with their seller first, the A-to-z Guarantee exists as a final resort for buyers who have not been able to find satisfactory resolution.

Our Guarantee claim specialists will review this matter on your behalf. We'll let you know what we conclude as soon as possible. Most claims for reimbursement are resolved within 1-2 weeks.

We expect all sellers to maintain the same high standard of customer service that Amazon.com does, and your claim will receive the careful review it deserves. You'll hear from us within the next 1-2 weeks.

Best Regards,

Amazon.com A-to-z Guarantee Program
http://www.amazon.com/help/atoz


From Amazon.com to me

9/25, 2008 (2:32)

Thank you for writing to us at Amazon.com.

First, please allow me to apologize for the inconvenience caused with this order. Please be assured that we are here to make things easier for you. We will take each and every action to prevent you from bearing any loss.

I researched into your account and found that you have placed an Order for the item "Star Trek: The Original Series - Season One Remastered" with one of our third party seller the Hudson Haven (formerly known as "cindystenger") on September 15, 2008.

You did the right thing by contacting the seller, and I'm sorry to hear that this didn't resolve your concerns.

I submitted an A-to-z Guarantee claim on your behalf for "Star Trek: The Original Series - Season One Remastered" (#***-6840519-*******). If the seller has already made a refund, or if you've initiated a chargeback to your credit card, Guarantee reimbursement won't be possible. If your claim is approved, your credit card will be reimbursed. (Note: If you used a gift certificate, any additional reimbursement will be returned to your gift certificate balance.)

Guarantee claims usually take 1-2 weeks to process; we'll send you an e-mail notification when processing is complete. You may be asked to return the item to your seller during the processing of this claim. You can also track the progress of your claim by following these steps:

1) Go to Amazon.com and click "Your Account."
2) Click the "Go!" button to view open and recently shipped orders.
3) Locate your order and click the "View order" button.
4) Click "Problems with this order?"

On the resulting page, you'll see the status of your claim.

Since the certificate is automatically redeemed in your account, you won't need a claim code. When you place your next qualifying order, you should see that any eligible promotional funds have been automatically applied to the order.

If you'd like to place another order, please return to our web site at any time. If the "Star Trek: The Original Series - Season One Remastered " isn't available, the option to place a pre-order should appear on the product detail page.

I hope that this solution works for you. Again, I'm sorry for any inconvenience this order has caused. The vast majority of orders from third-party sellers are trouble-free, but for the occasional one that doesn't work out, we are happy to employ the A-to-z Guarantee.

Thank you for shopping at Amazon.com.

Please let us know if this e-mail resolved your question:

If yes, click here:
http://www.amazon.com/rsvp-y?c=htyhwvxd**********
If not, click here:
http://www.amazon.com/rsvp-n?c=htyhwvxd**********

Please note: this e-mail was sent from an address that cannot accept incoming e-mail.

To contact us about an unrelated issue, please visit the Help section of our web site.

Best regards,

purna chander
Amazon.com Customer Service
==============================
Check your order and more: http://www.amazon.com/your-account


From the Hudson Haven (formerly known as "cindystenger") to me

9/25, 2008 (8:49)

Are you going to send it back since you got a full refund?


From Amazon.com to me

9/25, 2008 (9:29)

Greetings from Amazon.com.

We are writing to confirm that we have processed your claim for
Order #***-6840519-******* and have issued reimbursement in the amount
of $72.29 for the following item from the Hudson Haven (formerly known as "cindystenger"):

Item: Star Trek: The Original Series - Season One Remastered

Your reimbursement is being credited as follows:

*** Credit Card [ending with ****]: $72.29

Total reimbursement for this order: $72.29

Have questions about our refund policy?
Visit our Help section for more information:

http://www.amazon.com/exec/obidos/tg/browse/-/537794

Thank you for shopping at Amazon.com.

Sincerely,

Amazon.com Customer Service
www.amazon.com


From me to the Hudson Haven (formerly known as "cindystenger")

9/25, 2008 (9:21)

Dear Sir or Madam: If you pay me the return shipping cost (i.e. 24 U.S. dollars) in advance, I will send it back to you. Otherwise I am unable to send it back. With regards, *** ***


From the Hudson Haven (formerly known as "cindystenger") to me

9/25, 2008 (9:47)

Send it back to me and then I will refund the shipping. Otherwise, just send me a money order for the cost of the DVDs you stole from me...


From me to Amazon.com

9/24, 2008 (18:33), U.S. Time

Dear Sir or Madam: The seller asked me if I would send the damaged item back to them. They wrote to me "Are you going to send it back since you got a full refund?" So I wrote to them "Dear Sir or Madam: If you pay me the return shipping cost (i.e. 24 U.S. dollars) in advance, I will send it back to you. Otherwise I am unable to send it back. With regards, *** ***". Then the seller sent me e-mail saying "Send it back to me and then I will refund the shipping. Otherwise, just send me a money order for the cost of the DVDs you stole from me..." This sounds like they call me a "thief," and considering the situation, I do not think the seller will refund the return shipping cost. What should I do? Thank you.


From Amazon.com to me

9/25, 2008 (10:59)

Thank you for writing to us at Amazon.com with your concern.

I understand from your e-mail that the seller has contacted you to return the item for which a refund has been issued to you.

Please note that there is no need to return the original item to the seller. You may keep the item with you.

However, if you need any further assistance, please contact us using the following link so that we may assist you further.

http://www.amazon.com/gp/help/contact-us/general-questions.html

I hope this information is helpful.

We appreciate your business and hope that we will see you again soon at Amazon.com.

Please let us know if this e-mail resolved your question:

If yes, click here:
http://www.amazon.com/rsvp-y?c=fxfhvycd**********
If not, click here:
http://www.amazon.com/rsvp-n?c=fxfhvycd**********

Please note: this e-mail was sent from an address that cannot accept incoming e-mail.

To contact us about an unrelated issue, please visit the Help section of our web site.

Best regards,

Jethinlalkhosh J.
Amazon.com Customer Service
==============================
Check your order and more: http://www.amazon.com/your-account


From me to the Hudson Haven (formerly known as "cindystenger")

9/25, 2008 (21:21)

Dear Sir or Madam: I asked Amazon.com, and they say "there is no need to return the original item to the seller." So that is my final decision. If you have any further questions, please ask Amazon.com. Thank you.


From the Hudson Haven (formerly known as "cindystenger") to me

09/25, 2008 (22:08)

Thief!


From the Hudson Haven (formerly known as "cindystenger") to me

09/27, 2008 (12:43)

What about sending me a money order for a partial amount since you are keeping the DVDs and you got a full refund?


From me to the Hudson Haven (formerly known as "cindystenger")

09/29, 2008 (10:02)

That advice from Amazon.com is my final decision: I will not send the damaged item back to you, and I will not send you any money, either. Besides, the DVDs you sent me are Region 2 PAL discs. I ordered Region 1 NTSC DVDs. Those discs from you cannot be played on any of my DVD players in the first place. Plus you called me a "thief." I have no reason to send you any money at all.


From the Hudson Haven (formerly known as "cindystenger") to me

10/05, 2008 (3:22)

I fully advertised these as region 2 discs on one side and HD on the other. Besides, the only thing damaged is the case, which I informed you that you could request a new case be sent by the manufacturer. The reason I called you a thief is because you are keeping the discs, which are perfectly functional and are the exact ones you ordered, without paying for them. You exploited a loophole in the system whereby you knew Amazon would credit the entire amount back to you, and now I am out a $60 DVD set with nothing to show for it. You are lucky you don't live in the U.S. or I would sue you...


From the Hudson Haven (formerly known as "cindystenger") to me

10/06, 2008 (1:56)

It only cost me $11 to ship it to you, so why are you saying it will cost $24 to send it back?


From me to the Hudson Haven (formerly known as "cindystenger")

10/06, 2008 (2:32)

So, exactly what description did you give to this item? As for shipping cost from Japan to the United States, we do not have United States Postal Service in Japan. When we send something to the United States, we use DHL Japan, Japan Post, etc. The shipping fees are very different from the ones USPS charges. See them for yourself: http://www.dhl.co.jp/publish/jp/en.high.html AND http://www.post.japanpost.jp/english/index.html


From the Hudson Haven (formerly known as "cindystenger") to me

10/06, 2008 (2:34)

This is what I wrote in the description:

Brand new and factory sealed (NOTE: HD on 1 side and Region 2 on other)...ships within 24 hours!

As for returning it, can't you just put it back in the original envelope and put "return to sender"?


From me to the Hudson Haven (formerly known as "cindystenger")

10/06, 2008 (12:36)

You may not know it, but Japan is a region 2 country. So that is not a regional restriction problem. It is a television system problem: we are an NTSC country,just like the United States. The DVDs you sent require a PAL system television. You listed that DVD set at http://www.amazon.com/gp/product/B000VDDDY6 . That DVD set is described as "Format: color, NTSC / Region: Region 1." I have a Region 1 DVD players as well as Region 2 ones. That is why I placed my order there. But you listed an item that is different from Amazon's item. It is against Amazon's rule. You also refused to send me a replacement. That is also against their rule. So I asked Amazon what to do about it, and they filed the A-to-z Guarantee. You have violated two of the rules you are required to follow. So I am afraid you deserve that penalty. As for sending the item back, it is impossible to return a package to its sender without paying any money once we receive it. Anyway I will get rid of that item soon.


From the Hudson Haven (formerly known as "cindystenger") to me

10/09, 2008 (0:31)

I specifically mentioned in my listing that this was a region 2 DVD, and I didn't send you a replacement because the item I would have sent would have been exactly like the one I first sent you! Besides, I offered to either refund a partial amount to cover the alleged damage to the case, or I suggested that you contact the manufacturer because I'm sure they would be happy to send you a replacement case. Why did you refuse to do this?


From me to the Hudson Haven (formerly known as "cindystenger")

10/09, 2008 (0:56)

As I wrote earlier, it is not a regional restriction problem that is in question. It is a television system problem. See this: http://en.wikipedia.org/wiki/PAL . You listed that item where you are not allowed to list it. Furthermore, the damage to that item was caused by your poor packaging. It is not the manufacturer's fault. So asking the manufacturer to replace the damaged DVD case is a scam, and it is criminal. Surely I would not do such a thing. In any way you were resposible for the replacement. Therefore YOU had to get a new DVD case and send it to me. At lease YOU needed to contact the manufacturer so they would send me the new case. Amazon investigated the situation and decided the way they did. I did not ask them for refund. AMAZON decided I should get my money back. So if you have a problem in this regard, you should ask Amazon, not me. Of all the Amazon marketplace sellers you are the only one who asked me to do dishonest things and take care of the damaged item myself.


From the Hudson Haven (formerly known as "cindystenger") to me

10/09, 2008 (1:04)

I find it funny that you are lecturing me on what a scam is, when that's exactly what you pulled by getting your money back and getting to keep this product. If Amazon asked you to smoke marijuana, would you do it? And if you got caught, would you just tell the police that Amazon told you to do it, and therefore you shouldn't be held responsible? The bottom line is what's right is right, regardless of what Amazon says, and it is wrong of you to keep this item without paying for it.

It was an honest mistake on my part, as I was not aware of the TV system differences. Also, I feel that I packaged the item well enough given the shipping cost I was credited from Amazon. They only gave me around $12 to ship this, which meant that I had to use the flat rate envelope. Otherwise, it would have cost me over $20 to ship this and I would have lost money. And there was nothing leftover for me to insure this, so what did you expect?