Top positive review
The woes of technology...
Reviewed in the United States 🇺🇸 on December 26, 2020
Tablet2Cases Cooper Backlight Executive Keyboard Case was what I expected, until 2 of the 4 clip holders broke and the 7 light feature only gave me 2 working lights and the case won't stay powered up, as indicated by the photos. I only had it for a few months and had limited use, as well as the use of the keyboard and the cases light function.
Upon seeing as how I've missed Amazon's return window, I contacted the seller through my order link and informed them of the issue. I assured them that I didn't want a refund but a replacement and would they consider an exchange. I only had one request... that the company test the unit for full 100% functionality prior to sending it to me as I had to wait almost 2 months to get it and that was BEFORE the post office debacle. They kindly agreed, all they required was a video clip and/or photo for proof. I was okay with that because I was considering an even exchange anyway. Since I didn't have to get a pre-paid label from them and go through the shipping hazard, I thought that this was a great alternative.
Here's where things get a little dicey. The seller stated further down in the email: "As Amazon deletes links/emails/videos from their message, send over a short video clip that explains the issue in our contact form. Search for our name on Google. Once you are on our website, click on the 'contact' tab to proceed."
"Houston, we have a problem." This felt all kinds of shady. Why do I have to search for your name? Whay can't you give it to me? Talk about red flags. So I contacted Amazon to report a possible "phishing" scam and they tried to assist me but asked that I not talk or correspond to the seller. I was told that they would request an A to Z Guarantee and would possibly receive my refund within a week or so.
Well a few days later I received another email from the company regarding my refund request. I contacted Amazon to let them know. With the new customer service representative I was able to send pictures to them and he then included a link to said pictures in an email request for refund to the seller hoping to fast track the refund process as the seller requested. He placed an A to Z Guarantee request on my behalf as the first one didn't get processed. Amazon's representative send me a copy of said email-- And lo and behold, the link WAS removed. This was surprising after I was assured that Amazon didn't "remove or delete videos, photos, or emails from messages". So I replied to the representative asking whether or not the link was removed only on my copy of the email or this may in fact prove what the seller stated. After sending that reply back, I received an email from the seller again stating that the link was removed. Well, that answered my question. I haven't heard back yet, as this is the Christmas holiday and I don't expect to. Please, by all means, have a wonderful and safe holiday.
Later, I received an email from Amazon regarding my return request stating that they will issue a refund to me as soon as soon as they receive the damaged item back, but I would have to pay for return shipping. Uh, no. Just no.
So today I contacted Amazon to give them a 3rd option since the seller was more than willing to issue a replacement. I would write a review and attach photos and the seller can view them here. I was told to wait for the Amazon customer service representative to contact me back prior to doing so but that I should definitely send the item back because I only have 7 days to return. I expressed concern over my initial complaint because it seems the seller was correct in that Amazon "removes" photos, videos and email addresses from emails they send. I didn't want there to be a bad mark on their behalf that seems to be an Amazon issue since the link was also removed from my email as well. Plus, with shipping delays, I can't trust that they will get this to Miami within the given 7 days, which started Christmas Eve. I don't want to have to pay regular shipping let alone express shipping.
In conclusion, I applaud Amazon for approving a refund, given that they thought the seller wasn't going to and was outside of Amazon's warranty policy. I am still seeking, with the enclosed photos as requested, an even exchange or that they refund me or Amazon, whichever comes first, because the seller's refund request instructions were questionable. I don't feel that I should be responsible to pay to return a damaged/malfunctioning product. And given the seller was willing to exchange and test the replacement product for issues with only photos required as proof, I believe that is a better option for both the seller and I. I would like to thank both Amazon and Tablet2Cases for their excellent customer service. Perhaps Amazon can figure out why their system deletes or removes links to view photos (as is their policy), photos, videos and email addresses if that how they process refund/exchange claims. I will provide an update as to the conclusion of this issue.
Seasons Greetings & Happy Holidays!
Be safe and stay healthy.
*** UPDATE *** 12/28/20 *** UPDATE ***
Tablet2Cases issued a full refund. The refund was sent prior to Amazon releasing my review so that they could see the pics. They didn't want me to endure further delays and refunded my account immediately. Much gratitude to Tablet2Cases and Amazon for their help.