HOME

BACK TO
MARKETING CASE STORIES

COPYRIGHT 1996 - 2008
4/6/08
The Best Scam I Had Pulled on Me (So Far)


A long time ago and a short time ago. In a place both near and far away a professor thought he was purchasing a Nero 7 program for 40.00 from Amazon.com. If you look at the ad you have to push more to see the total amount of information.
November 11, 2006
Customer Service:
This case may be a real problem for Amazon.com. It undermines your entire business. I am using it as a case study on my website. www.marketingandstorytelling.com 
I will contact the State of Connecticut with this example on Amazon.com to determine if this is consumer exploitation.
David Morris
Professor of Marketing

Hello from Amazon.com.

Here's a copy of the e-mail you sent to boola1551. Seller responses will be sent to you directly via e-mail.

 Order ID: 058-5381281-4328546
 * 1 of Nero 7 Ultra Edition Enhanced [DVD-Video] [CD-ROM]
 
************************

Subject: Inquiry from Amazon customer

Important Notice: The following order payment methods are not covered for reimbursement by the Amazon.com A-to-z Guarantee: wire transfer, money orders, check, cash, or credit card transactions that occur off Amazon.com. Only orders using Amazon Payments are supported. This is the payment system used when you use 1-Click or the Shopping Cart to place orders through the Amazon.com Web site.


Hello

Received a different order than expected.

OK read the fine print. I would suggest that this is deceptive.

I tried to install the three programs you sent.

Each had only a 21 day trial. You ad suggests that this is a life long download not a trial.

Please inform?

David Morris, Ph. D.
Professor of Marketing

Sent to amazon on Nov 10 2006 6:34 pm

I attempted to order a Nero 7 enhanced.

I received today one disc with 3 dvd cd clones.

I went back to the order page on Amazon and under the fine print the seller states that the order is for the 3 clones.

I tried to install and when I did follow the directions provided by the seller the 3 clones were for a trial period of 21 days.

In the sellers fine print he states that this is not a trial but good for life.

As of this moment this is deceptive for two reasons stated above.

I emailed the seller through Amazon and stated that I thought it was deceptive. I also stated that the sent disc was only for a 21 day trial.

I would like my money returned to my account.

David Morris

The programs are not demos. If anything the programs need to be updated. also be sure to install the programs correctly.

-----Original Message-----
From: Amazon Communication Center
Sent: Nov 10, 2006 6:20 PM
To:
Cc:
Subject: Inquiry from Amazon customer
Hello from Amazon.com.

The buyer of the following order has sent you a message. Please respond to the individual directly by replying to this e-mail. For your reference, the buyer's e-mail address is Order ID: 058-5381281-4328546
 * 1 of Nero 7 Ultra Edition Enhanced [DVD-Video] [CD-ROM]
 
Important Notice: The following order payment methods are not covered for reimbursement by the Amazon.com A-to-z Guarantee: wire transfer, money orders, check, cash, or credit card transactions that occur off Amazon.com. Only orders using Amazon Payments are supported. This is the payment system used when you use 1-Click or the Shopping Cart to place orders through the Amazon.com Web site.

-------------- Begin message ---------------------

Hello

Received a different order than expected.

OK read the fine print. I would suggest that this is deceptive.

I tried to install the three programs you sent.

Each had only a 21 day trial. You ad suggests that this is a life long download not a trial.

Please inform?

David Morris, Ph. D.
Professor of Marketing
 
Thank you for writing to us at Amazon.com.
I'm sorry to learn that the item you received was not as described for order #058-5381281-4328546.

I've checked your order and found that you purchased "Nero 7 Ultra Edition Enhanced" from boola1551, one of our registered third-party sellers on Amazon Marketplace. In a case like this, we do ask that you first contact the seller to explain the situation and to make appropriate arrangements.

Amazon Marketplace listings are created by sellers other than Amazon.com. When making a purchase from an Amazon Marketplace or Merchant seller, it is important to note that your order is not being fulfilled by Amazon.com directly. (When you buy an item at Amazon Marketplace, the individual seller processes and ships your order.)

I realize that you've already contacted the seller about this order, and I'm sorry that you didn't receive a reply. However, as per the terms stated on our web site, we can't reimburse you for a lost order until 3 calendar days past the maximum estimated delivery date or 30 days from the order date, whichever is sooner. Please use the link above to contact us again if you haven't received your order by the date mentioned above.

We will be able to reimburse you for the amount you were charged. We would like the seller ample enough time first to resolve this issue for you. Amazon.com only gets involved when the seller is not complying with our rules and regulations.

I understand your interest in having us contact the seller in this case. However, Amazon.com Customer Service does not have processes in place to contact individual merchants or sellers on order-related issues. If you are not able to reach a seller, or the seller does not resolve a concern, we are always willing to review this matter.

We do want to make sure that your order works out. If you don't receive a reply from your seller within 3 business days, or are not able to come to an agreement regarding a return or refund, please contact Amazon.com again using the URL below:

When we receive a report from you using the form above, we will investigate the status of your order and take any actions available to us to resolve the problem.

Rest assured we do want to make sure that your order works out. If the transaction is unsuccessful and you are unable to resolve this matter with your seller, you may be eligible for the A-to-z Guarantee. Subject to certain guidelines, Amazon.com may reimburse the complete price up to $2,500.00. For a detailed description of the A-to-z Guarantee, please visit our online Help pages at the following URL:

Furthermore, if you would like to view the original details of your Amazon Marketplace purchase, you may do so online. Please follow the steps below to locate this information.

1. Click the Your Account link in the upper right-hand corner of our web site
2. Click "Your Auctions & Shops account" in the right-hand again.
3. Click on "Amazon Payments: View all recent purchases."
4. After logging in, enter the appropriate search dates to find the order you want.

The Listing ID column is the fourth column on the search results page. Click on the listing ID associated with your order, and the link will take you to the item's detail page. This page exists on our zShops platform and includes condition information and any description appearing with the listing when you made your purchase.

Also, items listed for sale by third-party sellers on Amazon Marketplace should be identical to the item as sold new by Amazon.com, with a description of the item's condition noting any difference. Because Amazon.com does not handle the shipping of Amazon Marketplace items, you will need to contact the seller with any questions you may have before ordering.

I hope this information is helpful. Thank you for shopping at Amazon.com.

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

If yes, click here:

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,

Anil
Amazon.com Customer Service

Marketing Application AMAZON MADE IT RIGHT

In my view as a customer is this is a scam. For Amazon to allow this to happen is not in the interest of their business. When a product is represented it should be that product. Very bad.
Amazon made it good again. They are doing a good job.