printfriendly

Tuesday, December 11, 2018

When I lost all audio on my Echo Show 2nd generation, and then went for a long Amazon ride in 28 easy steps

Print Friendly and PDF

  1. Today, seemingly from nowhere, I lost all audio on my Echo Show Generation 2.
  2. I ended up calling (they actually called me) to do PD. 
  3. We did a Reset to Factory Defaults. There were two choices of factory reset:
    1. Reset to Factory Defaults
    2. Reset to Factory Defaults but Retain Smart Home Device Connections
  4. I asked the rep if I could keep the device settings and he said yes
  5. After the very long factory reset with updates (just like Windows), audio still didn't work.
  6. So he gave me instructions for mailing it back and they would send me another one, because mine is under warranty.
  7. But he sent me an email without a packing slip. It was one of those annoying emails that gave me a scan I would have to show to the UPS guy. But I don't go to UPS. I get my packages picked up from my building, handled by a third party when I'm not there.
  8. So I went into a chat and got the chat guy to print me a normal mailing label
  9. Then I realized I needed to do another factory reset to make sure my Echo was really wiped.
  10. So I did the full factory reset.
  11. The speaker started working again.
  12. So then I tried to reproduce what could have caused the sound loss in the first place. I played a movie on Plex in Firefox. Then I unplugged Echo in the middle of the movie.
  13. Voila! I lost sound again.
  14. Still, I don't know if it's a problem with my Echo Show or not. So I'm sending it back.
  15. Left to ponder: could the neodymium drivers be getting corrupted?
  16. I replied to the latest Amazon email saying that indeed, I will be sending it back today, and could they please put a rush on my new device, or perhaps ship it before they receive the one I'm returning? Their reply was no because they are going to fix the one I'm sending them, which is not what the rep had told me on the phone. 
  17. So now I've sent another email pointing out that's not what I was told, and moreover, because it's currently working, I may get my Echo Show back with nothing fixed.
  18. Then I receive from amazon two odd emails in a row.
                      ------------------------------------------------------------------------------

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

Your Amazon.com Echo Inquiry

Inbox
x

Amazon.com echo-look-support@amazon.com

9:49 AM (2 hours ago)
to me
Hello,

I'm sorry for the inconvenience you had experienced with Echo Show device. This is definitely not what we want our customer's to experience.

I've checked your previous correspondence and tried to process the advanced replacement however system is processing the refurbished device. As per the replacement terms our systems are designed in such a way that If the purchase date is more than 30 days you'll receive the refurbished device.

If you'd like us to process the refurbished device as replacement, I request you to confirm us by following link below

https://www.amazon.com/gp/help/contact-us?ie=UTF8&mode=email&#b

As an alternate, you've purchased the device dated on October 24, 2018 with the price of $215.96 and the today price of the Echo Show device is $179.99. We will process the complete refund to your account, place an order for new device with fastest shipping method and return the old device with in 30 days. I request you to confirm us by following link below

https://www.amazon.com/gp/help/contact-us?ie=UTF8&mode=email&#b

Please accept our sincere apologies for the inconvenience caused in this regard.

Or Click on the below link and simply enter your phone number in the Phone tab, and we'll call you. Contacting us through the website ensures that we have your account information ready when we call.

https://www.amazon.com/clicktocall-alexasupport

Alternatively here are our phone numbers:

- U.S. and Canada: 1-877-375-9365   International: 1-206-266-2992

For chat::--  https://www.amazon.com/clicktochat-alexachatsupport

You're understanding and co-operation on this issue is appreciated. We look forward to see you again soon.

Thank you for your inquiry. Did I solve your problem?

If yes, please click here:
http://www.amazon.com/gp/help/survey?p=A1VZQ7OXJOG866&k=hy

If no, please click here:
http://www.amazon.com/gp/help/survey?p=A1VZQ7OXJOG866&k=hn


Best Regards,

Sandeep Reddy
                        ------------------------------------------------------------------------------


  1. So in the first email I clicked on the Warranty Service Center request, and what I got wasn't the correct page. It's a page listing my devices, and that's all.
  2. I could not makes or tails of the first email.
  3. In the second email, I chose the link that would allow me to choose a new replacement. All it took me to was a contact page, so I spelled out what I wanted and asked for confirmation. Below is what I wrote:
Regarding the email just sent to me by Sandeep Reddy, yes I choose the refund and the new device with fast shipping as you offered below (please confirm this for me): 

As an alternate, you've purchased the device dated on October 24, 2018 with the price of $215.96 and the today price of the Echo Show device is $179.99. We will process the complete refund to your account, place an order for new device with fastest shipping method and return the old device with in 30 days. I request you to confirm us by following link below

https://www.amazon.com/gp/help/contact-us?ie=UTF8&mode=email&#b



  1. Then I mailed back my Echo Show via UPS (on 12/12/2018).
  2. The package was still with the concierge when I received yet another email from Amazon saying they've accepted my return and here's my mailing label.
  3. I printed the mailing label and ran downstairs to the lobby with my scissors and tape
  4. When I got there, the UPS guys were just picking up the packages. 
  5. I checked and sure enough, the new mailing label had a different number than the old one that was already taped to the package.
  6. I only had to time insert the new packing slip portion of the mailing label inside the package but couldn't get the old one out. So, both of them are in the box. And then I placed the new mailing list over the old one and taped it down.
  7. Then I got yet another email from Amazon:
    ----------------------------------------------------------------------------------------------------------------

Your Amazon.com Echo Inquiry

Inbox
x

echo-look-support@amazon.com

1:27 PM (8 minutes ago)
to me

Amazon
Your AccountAmazon.com
Message From Customer Service
Hello,

I am Mubeena from Alexa Support team.

Firstly please accept my sincere apologies for the inconvenience you've had with your "Echo Show (2nd Gen)."

I've checked the previous correspondence and I understand that you'd like to return the product to us for a full refund of $221.25 including applicable taxes.

To help you with this, I've created a new return label and I request you to visit the link below to find instructions and a mailing label for returning your defective Echo device.

https://amzn.to/2Eh7zxZ

This page contains instructions on printing your label, preparing your package for return shipment, and finding the UPS drop-off location nearest you.

The refund will be initiated automatically to your original payment method once we receive the product from you.

Now, I request you to place a new order for the same product with fastest shipping method as the product is in deal price.

I hope my little efforts to make you comfort in this case will help you.!

If you need any additional assistance, please write back to us. We would be glad to assist you always.

We look forward to seeing you again soon.

We'd appreciate your feedback. Please use the buttons below to vote about your experience today.

Best regards,
Mubeena
Amazon.com
Thank you for your inquiry. Did I solve your problem?
Yes No
Your feedback is helping us build Earth's Most Customer-Centric Company.

  1. And so this is how I answered: I had no idea I wasn't supposed to have already mailed the return, as was previously arranged. It would have been improbable that any mere mortal could follow all the nuances of what has happened here.

    So as soon as I saw your email, I printed the new mailing label, then ran downstairs to my building lobby just when the UPS man was picking up my package.  I slapped on the new label, and now it's shipped. 

    But this means the power cord is not in the box because the rep told me not to include the power cord in the box.  So now please make sure the return is not rejected due to the missing power cord!

I belong to a private, fee-based group of Pythonistas.

If you would like to know more about PythonistaCafe, where we share thoughts, ideas, fixes, and a sense of courteous community, look to Dan Bader, who started it all. He also offers free tips by email. Oh, and if you take an interest in good marketing writing, read his stuff for that reason too. 

No comments:

Post a Comment

Positive comments, corrections and clarification welcome.