Amazon Conversation 2

Initial Question: I was told at the time I purchased the Samsung TV: Order#  I would be given the price match as a refund. The order was placed on Sept. 7th and I still have not received the $418 due me on the price match. When can I expect it?

10:39 AM PDT Baily T(Amazon): Hello Nicole, my name is Baily T. I'm here to help you today.
10:40 AM PDT Baily T: I can definitely take a look at this for you. Just a moment!
10:40 AM PDT Nicole: thank you
10:42 AM PDT Baily T: Alright, Nicole, I am not able to see the link that you provided the previous agent. What store was this television coming from so I can research the Low Price Guarantee myself?
10:43 AM PDT Nicole: http://imgur.com/neKZDLO
10:44 AM PDT Baily T: I am not able to view that link. I will need an actual link to a competitor's site in order to price match.
10:45 AM PDT Baily T: Because you contacted us previously, I'll be glad to honor our Low Price Guarantee, however, I'm not able to use a screenshot of a site.
10:45 AM PDT Nicole: I have a chat with another agent from Sep 7 that said they would honor it. Can I send that to you?
10:46 AM PDT Baily T: I can see that chat. However, there are no prices discussed in the chat and there was no competitor link presented in the chat.
10:47 AM PDT Nicole: the link I provided is the link I pulled off the chat
That is the item
05:38 AM PDT Nicole: http://imgur.com/neKZDLO
10:47 AM PDT Baily T: Yes, that is a link that I am unable to view. Do you have a link to the competitor's site.
?*, rather
10:48 AM PDT Nicole: I will have to see, my husband did the searching for me. Give me one moment please
10:48 AM PDT Baily T: No problem.
10:53 AM PDT Nicole: I've messaged my husband he is trying to locate please continue to hold
10:53 AM PDT Baily T: Not a problem, Nicole. I'm still here.
10:56 AM PDT Nicole: it was a sale price from Samsung.com
10:57 AM PDT Baily T: Alright, let me check the Samsung site and see if they are still offering that price. Just a moment.
10:57 AM PDT Nicole: it was a sale on this page: http://www.samsung.com/us/televisions-home-theater/tvs/4k-suhd-tvs/65-class-ks8000-8-series-4k-suhd-tv-2016-model-un65ks8000fxza/?CID=AFL-hq-mul-0813-11000427
10:58 AM PDT Nicole: at the time I purchased with Amazon the sale price was as seen on the screen shot and I was told that price would be matched with a refund
11:01 AM PDT Baily T: Nicole, I do apologize, I'm not able to honor a price that I can't see. If the price were quoted in the chat, I might be able to work with that, however, the only reference in the chat is a screenshot.
11:02 AM PDT Nicole: I would like to deal with someone else who can honor it then. I was told it would be honored. Otherwise I would of purchased from Samsung
11:02 AM PDT Baily T: The agent that promised you this price match is not a member of the Concierge customer service team that handles our Low Price Guarantee and did not follow our standard procedures for checking a price. Now, if you'll give me a moment, I'm going to see if there's something else I can do for you.
11:03 AM PDT Nicole: unless it's a refund of the amount promised I would like to deal with someone else. It's not my fault if your service rep made a promise that didn't follow procedure.
11:04 AM PDT Nicole: I was told by the original rep I was being transferred to someone in the "specialist team"
05:34 AM PDT Devyani Vinodbhai: A member of our specialist team will be the perfect person to help you with this. Let me connect you to a member of our team. It will only take a moment.
05:35 AM PDT Calyn(Amazon): Hello, this is Calyn. I'm more than happy to assist you today. I'm terribly sorry that you were transferred. I hope this will be your last stop, Nicole. I hope you are good?
11:04 AM PDT Baily T: I will be glad to transfer you to a member of our leadership team. I've already consulted with my lead about honoring this Low Price Guarantee. I am currently searching to see if I can find a competitor of ours with a lower price so that I can honor this.
Yes, I can see the chat that you previously had with Calyn, Nicole.
11:04 AM PDT Nicole: that's fine, I'll wait
11:07 AM PDT Baily T: You can find a list of our eligible competitors here: https://www.amazon.com/gp/help/customer/display.html?nodeId=201133230
In case you'd like to do some searching yourself, while I try to find something.
I'm more than willing to go past our 30 day Low Price Guarantee window for you because you reached out to us previously, as an exception, but I do need to find a current competitor with a lower price to be able to honor it.
11:08 AM PDT Nicole: I can not search; I'm at work....I went through this already and am becoming very irritated that you are not honoring what was promised due to lack of knowledge on your end. I've been a member for 4 years and have spend thousands of dollars with Amazon
11:09 AM PDT Baily T: As I said previously, I will be more than willing to honor our Low Price Guarantee beyond the 30 day window, however, as I said, I need a currently advertised price to match.
11:10 AM PDT Nicole: I see what you said and honestly that is not my problem. I did what I was suppose to do and found the item at the time of purchase to price match I will not spend another moment searching again. The deal was found through slickdeals and was a sale from the manufacturer there should be no issue....If you can't do it then I want to deal with someone else
11:13 AM PDT Baily T: I can absolutely transfer you to a member of our leadership team. I'm still searching our competitor sites to see if I can find anything to match with to honor our Low Price Guarantee with you, but if you'd prefer to speak with someone else, I absolutely understand. I cannot guarantee that that member of leadership will make an exception to our policy, though.
11:15 AM PDT Nicole: go ahead and continue to search if you are unable to find a price close to what I provided then I will discuss with a member of leadership
11:18 AM PDT Baily T: There are well over 50 sites that we match with. If you'd prefer, I can reach out to you when you've had a chance to search yourself. I am back in the office on Friday and would be happy to give you a call after you've had a little time to search.
11:19 AM PDT Nicole: absolutely not!!! I will not search again for something I've already done. Go ahead and transfer me to the leadership team
11:19 AM PDT Baily T: Not a problem, Nicole! Just a moment.
11:21 AM PDT Amanda P(Amazon): Hello, my name is Amanda. Please give me a moment to review the previous correspondence.
11:21 AM PDT Nicole: thank you
11:24 AM PDT Amanda P: Thanks so much for waiting. In this case Baily was providing you the most up to date information on our price match policy for TV's. I am sorry, however we cant make any exceptions to that policy beyond what she offered.
11:26 AM PDT Nicole: that is unacceptable. How am I being held responsible for your teammembers error. Had she provided me with what she needed I would have given it to her at the time. I was told by Amazon I would be honored the refund. I was not given any policy information or told maybe. I was told YES
11:27 AM PDT Nicole: this is an error on your end, not mine!
11:27 AM PDT Amanda P: Screen shots will not be sufficent for us to honor a price match. I am sorry if you were lead to believe we could offer a refund of the price difference. Here is the information directly on our website in our help pages: https://www.amazon.com/gp/help/customer/display.html/ref=hp_left_v4_sib?ie=UTF8&nodeId=201896040
11:28 AM PDT Nicole: I wasn't lead to believe, I was told there is a HUGE difference!
11:28 AM PDT Amanda P: We will make sure your feedback is submitted from your previous experience. Again I am sorry we are not able to offer a refund unless our terms and conditions are met.
11:29 AM PDT Nicole: There was no assumption on my end, this is your error. I will not be held accountable for this. If I need to make a claim with the BBB and contact corporate Amazon by phone I will. It is very disheartening you will not honor what you promised. There was no maybe, it was a definitive yes. Now you're going back on it which makes it a lie. I would of bought from the manufacturer but now I can't because the sale is over
11:33 AM PDT Amanda P: I'm really sorry we have no way to honor this. We must have the link of the lower price, a screen shot will absolutely not be enough. Baily suggested to find a lower price and as an exception we would honor the difference as long as it meets our terms and conditions. Perhaps when you have a moment later you can try and do that. That would be the only option in this case.
11:34 AM PDT Nicole: unacceptable. I will deal with your HQ tomorrow and file a complaint with the BBB
11:35 AM PDT Amanda P: Is there anything else I can assist you with in the meantime?
11:35 AM PDT Nicole: NO