Amazon - Buyer wants to return modem because cable company does not support it

[Lean L]

Am I screwed? They didn't check to see if it can be added to their service. It's perfectly working modem.

 

[Phynaz]

You didn't bother reading the Amazon seller agreement and terms of service?

 

[waffleironhead]

You have to take it back, but can charge a restocking fee. They pay shipping as well.

 

[Lean L]

Thanks. The return auth takes three steps and I was trying to figure out how to configure how much will be refunded. Thx m8.

 

[Ichinisan]

What version of DOCSIS does it comply with? Just curious.

 

[Lean L]

3.0

It is an EMTA so depending on the company, they may choose to not provision it.

 

[TheAdvocate]

Curious what modem it was...?

 

[Ichinisan]

3.0

It is an EMTA so depending on the company, they may choose to not provision it.

Yeah. The ISP I work for always tells customers they must lease the EMTA from us if they have our phone service, but I know of at least one customer that owns his own and it works fine. Most of the CSRs would never figure out how to create the device in our system since the MTA part is done differently. If the user is going to use it only as a modem, they don't even need to mention that it's an EMTA. They should be able to simply provide the CMAC as the MAC ID and tell the ISP that it's just a regular modem.

Was it Arris brand? That's what my employer uses for EMTAs. I don't think a non-Arris EMTA would work for phone service in our system, but there's a very good chance it would work as a modem for Internet service.

That said, I've encountered compatibility problems with some modems. I've seen some Zoom modems that didn't work (and many that do). Recently, a non-retail Netgear modem seemed to be incompatible, but it was actually working fine even though I couldn't see any device behind it pulling an IP address.

 

[Miramonti]

If you do volume, ratings are significant, so consider a loss on this to be a marketing expense. (even if it doesn't product a good rating, it will likely avoid a bad one (which can be far more costly than one good rating is usually profitable.)

 

[Meghan54]

If you do volume, ratings are significant, so consider a loss on this to be a marketing expense. (even if it doesn't product a good rating, it will likely avoid a bad one (which can be far more costly than one good rating is usually profitable.)

Heck, you want to sell anything on Amazon and your ratings matter a lot.

To the OP....take it back and make the customer smile about it. Your customer is always right in Amazon's eyes. If you even look like you're hesitating in refunding, all the customer has to do is file an A-to-Z claim. Then you're really screwed. Your metrics go to hell, Amazon will immediately refund the customer "in your behalf", and most likely tell the customer to keep the item in dispute. Have seen too many sellers have that happen on Amazon in refund "disputes" with customers. Seller will almost always lose.

 

[Hayabusa Rider]

This might be applicable.

 

[PastTense]

I don't think you can charge a restocking fee unless you specify it,can you?

Anyway Amazon requires sellers to accept returns for any reason.

 

[Mide]

There is some website that specified how the restocking fee can be charged. Just follow it to the letter than process the return.