I have never ever received so lacking customer service in my life.

Here is my seventh attempt at getting Amazon UK to replace a Kindle device they shipped to me in Finland. Since they have had approx 13 e-mails and several phone calls to resolve this issue, i did push the CS rep more than i normally would.

Short story: I received a DOA Kindle Oasis and Amazon refuses to help me in any meaningful way.

Here is a chat transcript i had with Amazon:

Initial Question: My Kindle Oasis second generation was delivered DOA(Dead on arrival) and i need a replacement.

04:23 PM GMT Vensiya(Amazon): Thank you for contacting Amazon.co.uk Kindle support. My name is Vensiya. I'll be happy to help you today.

04:23 PM GMT Me: Hi, Vensiya. That sounds lovely 04:23 PM GMT Vensiya: May I have your name , please?

04:23 PM GMT Me: I need a Kindle replacement as i got a defective device at the Post office. 04:24 PM GMT Me: Me Order number 202-xxx-xxx-xxx Billing and shipping address xxxdetailsxxx

04:25 PM GMT Vensiya: Hello Reddit customer.

I'm sorry to hear about this problem with your Kindle device.

Thank you for details.

Please wait a moment while I check this for you. 04:25 PM GMT Me: Thank you. 04:27 PM GMT Vensiya: Thanks for waiting. Do you have the device with you now? 04:27 PM GMT Me: No. I shipped it back as requested I have sent two pictures of the defect 04:28 PM GMT Me: The screen has vertical and horizontal lines underneath the top coating Which is a issue with the E-ink display The parcel was undamaged and the packaging was intact 04:29 PM GMT Me: The device had a manufacturing issue and has slipped through quality control, or something has happened during shipment. Most likely too much weight on the parcel.

04:30 PM GMT Me: The return tracking number is CE5xxxFI 04:30 PM GMT Vensiya: Thanks for the details. 04:31 PM GMT Vensiya: No worries, I will check and help you with this.

Please bear with me a moment while I check this for you. 04:31 PM GMT Me: I initially notified Amazon by phone yesterday, about fifteen minutes after receiving the device. 04:32 PM GMT Me: You can verify this with my initial case, and the time stamp on DHL and posti.fi´s webpage.

04:34 PM GMT Vensiya: Please be on hold for a moment, while I check this for you. 04:36 PM GMT Vensiya: Thanks for waiting. 04:37 PM GMT Vensiya: I can see that our colleague has a personal follow up regarding this replacement. 04:37 PM GMT Me: Who? 04:40 PM GMT Me: And when can i expect a replacement? 04:41 PM GMT Vensiya: I'm sorry, my previous colleague has a follow up to process replacement and I have now forwarded your comments and informed to contact you within 12-24 hours.

04:41 PM GMT Me: Under the Consumer Rights Act 2015, goods should be of a satisfactory quality, fit for purpose and as described. My rights have been breached because the item you sold me is faulty. I would like a refund/repair/replacement In this case i want a replacement 04:42 PM GMT Me: I expect to have a replacement unit delivered to me within a reasonable timeframe. 04:43 PM GMT Me: If i do not have a replacement unit within ten working days, i will pursue this matter further, as i have abided by every law and regulation in this manner, and i have notified Amazon within a reasonable timeframe.

04:43 PM GMT Vensiya: No worries, I have forwarded to my colleague that you have contacted and you will be contacted within 12-24 hours. 04:43 PM GMT Me: Can you confirm or deny if i´m getting a replacement unit? This does worry and upset me greatly. 04:46 PM GMT Vensiya: I can truly understand your concern and I'm sorry for the disappointment. This doesn't happen usually.

I would like to inform that you will be contacted soon by my colleague. 04:46 PM GMT Me: Please clarify your statement "This does not happen usually" What does not happen usually? 04:48 PM GMT Vensiya: The problem you have faced with the new Kindle device delivered. 04:49 PM GMT Me: Can you please confirm if the following statement is correct?

That i bought the device from Amazon UK and that it was fulfilled on behalf of Amazon EU S.à r.l. 5 Rue Plaetis L-2338 Luxembourg ? 04:50 PM GMT Vensiya: Yes. 04:51 PM GMT Me: Ok. So are you a customer service representative for Amazon EU and Amazon UK? 04:52 PM GMT Vensiya: Amazon.co.uk. 04:52 PM GMT Me: And whom do i contact to speak to a representative of Amazon EU s.a.r.l? 04:53 PM GMT Me: See this text: This item can be delivered to your selected dispatch location in Finland. Details Dispatched from and sold by Amazon EU Sarl. Gift-wrap available.

And go to https://www.amazon.co.uk/Amazon-Kindle-Water-Safe-Standing-Generation/dp/B06W2K4GZH/ref=sr_1_1?s=digital-text&ie=UTF8&qid=1509900804&sr=1-1&keywords=kindle oasis cover

04:54 PM GMT Me: Is that text present on the Amazon UK website? 04:57 PM GMT Vensiya: Please be informed the replacement can't be processed outside UK. 04:57 PM GMT Me: Please be informed that your statement is in breach with my consumer rights. 04:59 PM GMT Vensiya: I'm sorry, if you prefer, I will connect a call for you right now. May I have your contact number, please? 05:00 PM GMT Me: No you may not. I need a confirmation for a replacement device. Not more calls And this is a matter which is fully possible to resolve in writing.

05:02 PM GMT Vensiya: As informed earlier, my colleague is looking regarding this issue and will contact you within 24 hours. 05:03 PM GMT Me: Is it true that you are advertising products from Amazon EU and you are unable to help me, a customer in any satisfactionary way with getting a replacement unit? Thats false advertising and in violation of UK and EU laws regarding consumer rights. 05:04 PM GMT Vensiya: I'm sorry.

05:05 PM GMT Me: To look at this from another angle: How would you feel if you were sold something that was broken, returned the item in question and asked for a replacement device? And all you get is "computer says no" 05:05 PM GMT Vensiya: I'm sorry, I can't take further action, as my colleague has a personal follow up already and looking into this. 05:06 PM GMT Me: Have you had a look into shipping restrictions on amazon uk? https://www.amazon.co.uk/gp/help/customer/display.html/ref=ddm_undeliverable_dp?ie=UTF8&nodeId=201910600&pop-up=1# 05:06 PM GMT Vensiya: You will be contacted within 24 hours.

05:06 PM GMT Me: It says electronical devices can be shipped to Finland 05:07 PM GMT Me: And my invoice says the exactly same thing. To me this seems like a website issue and i´m very disappointed in the handling in this matter 05:08 PM GMT Vensiya: Please be informed that the replacement devices can't be delivered outside UK.

However, I assure you will be contacted by our colleague within 12-24 hours regarding the replacement details. 05:09 PM GMT Me: Does this mean it´s possible for me to get my request for a replacement device granted?

05:12 PM GMT Vensiya: Please to be informed that replacement device can't be delivered outside UK. However, our colleague will contact you with possible solutions within 24 hours. 05:13 PM GMT Me: Yes it can. The initial order was accepted by amazon uk and fullfilled by Amazon EU How in the world can not the vendor, Amazon UK do the exactly same thing? Seriously, do you understand what you are saying?

05:14 PM GMT Me: My invoice clearly states that Amazon can do the exact same thing you are denying. In fact in that regards you are now lying. And that´s not a accusation but a fact. 05:15 PM GMT Vensiya: I'm sorry, my colleague will contact you within 24 hours with possible solution to this issue. 05:17 PM GMT Me: You owe me a good explanation on why Amazon UK, represented by you is lying to me, a five year customer of Amazon services. I´m sorry that Amazon is not taking customer reclamation cases seriously. 05:20 PM GMT Vensiya: Please accept my apologies for the inconvenience you have faced.

I assure you will be contacted within 24 hours. 05:21 PM GMT Me: See here

Amazon Europe Core SARL, Amazon EU SARL and/or their affiliates ("Amazon") provide website features and other products and services to you when you visit or shop at Amazon.co.uk (the "website"), use Amazon products or services, use Amazon applications for mobile, or use software provided by Amazon in connection with any of the foregoing (collectively "Amazon Services"). Amazon provides the Amazon Services and sells our products to you subject to the conditions set out on this page. Amazon.co.uk is the trading name for Amazon.

This is the first part of the conditions of use and sale on amazon.co.uk https://www.amazon.co.uk/gp/help/customer/display.html/ref=hp_ab_link_n_201909000?ie=UTF8&nodeId=201909000&qid=1509902329&sr=13-2-acs

05:22 PM GMT Me: Meaning you Vensiya and your colleagues are obligated to process a replacement on behalf of Amazon EU s.a.r.l to me It basically says so in the first paragraph So i´m not buying any excuses. Only a very easy and reasonable solution. 05:24 PM GMT Me: So now i can confirm that you are representing both parties, and i expect a clear solution. 05:25 PM GMT Vensiya: Please be informed that your issue regarding the replacement is currently being looked into by my colleague.

Please accept my apologies for the inconvenience; we want to be sure to address this matter as thoroughly as possible.

Meanwhile, personally I have contacted my previous colleague to contact you as soon as possible.

05:25 PM GMT Me: You say we Will you assume responsibillity too? Can you at least give me a sincere apology for providing me with different information? 05:26 PM GMT Me: If i was your quality specialist on this chat, you would receive a zero tolerance. Because i have asked several times for a replacement device.

05:27 PM GMT Me: And i have provided all proof needed that the company you are representing is responsible for remedying this situation. 05:28 PM GMT Me: I do not hold any grudge against you as a person, but i´m starting to get really annoyed by Amazon as a service provider. And i´m trying to be civil to the best of my abillity

05:30 PM GMT Vensiya: I'm sorry for the inconvenience, I have already forwarded your comments to my colleague. I assure our colleague will contact you and help you and sort out this. 05:31 PM GMT Vensiya: Is there anything else I can help with? 05:31 PM GMT Me: Yes. Take responsibillity in this matter.

05:32 PM GMT Me: As i have yet to receive any intelligible answer from Amazon. I have forwarded all correspondence to the EU consumer complaints body with the case number xxxxxxxxxxxxxx-xxxxx Amazon EU and UK will be hearing from them shortly. 05:35 PM GMT Vensiya: From my end, I have already asked my colleague to contact you and have provided available information and my colleague will contact you soon.

Is there anything else I can do for you?

05:36 PM GMT Me: No thank you. But i do advise you to spend some more time with the terms and conditions on Amazon and to be of further assistance to international customers. Thank you for your time and i hope to hear from Amazon shortly with a decent solution.

Short story/TLDR: I received a DOA Kindle Oasis and Amazon refuses to help me in any meaningful way.