Missing high value parts in an amazon order
When I opened the Amazon box (intact), I noticed that the product box was obviously not sealed and was opened. Weird. I ordered a brand new one.
Went on to open the product box- well, the manuals are there, the wires are there, but there's NO earphone. Well, the most important part of the product was missing. Gone. Just, not there.
I tried to contact the customer service but the agent just assume that the entire package was missing and told me that Amazon was not liable.
I explained that I did receive the package but the earphone is missing. I think someone from Amazon stole my earphone but put everything else back so we'll be liable? I really don't know. I hope this is not the case.
They're investigating now..... But I'm not sure what will happen next.
Anyone has similar experience? It is pretty scary. I really don't want to pay for something I did NOT receive. What can I do? Please help!
--- EDIT 1 ---
More information about the package received:
- The amazon tape was intact on the shipping box. Just looks like all the other packages coming from Amazon.
- The missing in-ear monitor itself (Shure 846) is tiny and weighs only 5.58 grams. IEMs were removed from the MMCX cable. This is someone who knows IEMs.
More information about us:
- We use Amazon for many things for years and have a long history with Amazon. Also a prime member.
- Our purchasing history would show that this $1000 IEM purchase is not out of place.
More information about the Amazon investigation:
- Detailed information has been provided to Amazon regarding packaging etc. CS reps from Amazon took the info but did not ask for more info in regards to this accident.
- The investigation at this stage is more about our account history than about what happened in Amazon. Why is this $1000 product box opened, parts being removed, and eventually mailed to customers? Not sure if Amazon is investigating this.
- Issue: someone used to work for Amazon commented in this thread, assuming us liars and scammers with fraudulent accounts and credit cards, without knowing our account history or who we are. This speaks a lot to how Amazon approaches this kind of accident.
- The onus is now on us, the recipients to prove that we are not scammers, not why Amazon sent us an opened box with missing parts.
The question is, how? How do you prove that you did not receive something that was not in the box?
Let our story be the cautionary tale when you buy something of high value from Amazon.ca