Apologies for cross-posting, but I am pasting below something my husband
sent me from another list which is rather interesting and useful to note for
some people. Personally, I think the whole issue of trying to return an
item is fiddly because the buttons on the site don't activate.
I'm sure some of you will have at some point needed to return an item to
Amazon UK. For those who do not own a printer, as I don't, I have always in
the past persuaded a member of the customer services team to put a label in
the post. Not ideal, but to some degree, workable. In more recent times,
Amazon started to agree collections for returned items if it was of
sufficient value. A few weeks ago, it was advised to me by a customer
services representative that they have withdrawn the collection service, and
also the service of putting a return label in the post.
This has been corroborated by subsequent Amazon staff.
As you might imagine, I found this to be a breach of the Equality Act, on
the basis that they are not making a 'reasonable adjustment' for their
visually impaired customers, and in fact, have withdrawn said adjustment. I
did not accept this situation. A company as large as Amazon, with such
visually impaired friendly technology as the Amazon Echo range, certainly
has the resources to be more flexible than this.
In the end, after some considerable time on the phone, I managed to get an
agreement from the Executive Customer Relations team. In circumstances where
a visually impaired person does not have a printer and needs to return a
product, they can request, as an exception, a collection. This is a ruling
that has been agreed by the Executive Customer Relations team and is
available to all visually impaired people in the above circumstances.
If a customer services representative asks you to print off a return label
and you do not own or have the ability to use a printer, do not hesitate to
request a collection...if they argue, tell them to check with the Executive
Customer Relations Team about this exception to their general policy.
If Amazon honour this, then I feel it is a gold star for them, because at
least they listened, and agreed to a workaround...only time will tell if
they follow through.
Check out my website: www.thebrownsplace.info
Follow me on Twitter: @thebrownsplace
Skype name: thejackmate
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