Hello,
Here's a copy of the chat transcript you requested:

Initial Question: I knew it...from day one this laptop was slow. I just checked online benchmarks for this laptop and it is supposed to be 2x faster then it is right now. I would like to get a refund in amazon credit and buy a new laptop.

order #:
702-6948064-3969038

02:43 PM PDT Fara(Amazon): Hello Sina, My name is Fara. I am happy to assist you. Please give me a sec to read
02:43 PM PDT sina: hello
no problem
02:44 PM PDT Fara: I am sorry I am not following and I am sorry
Did you receive the laptop
and
it is moving or functionning slowler than usual?
02:45 PM PDT sina: I have received it and it is slower then it is supposed to be. I have checked online benchmarks for the same model AND my friend bought one. We tested them side by side and his is 2x faster.
02:46 PM PDT Fara: Now, I see and I am very sorry about it.
02:47 PM PDT Fara: Can you please allow me to check on the order? Please hold
02:47 PM PDT sina: no problem
02:47 PM PDT Fara: you are referring to the Acer Chromebook for 349.99 right?
02:47 PM PDT sina: yes
02:47 PM PDT Fara: thanks for the confirmation
02:48 PM PDT sina: no problem
02:51 PM PDT Fara: Okay, I am sorry about this wait. okay, I will need your help with a good resolution. the item belongs to AMazon; I mean we are the seller hmmm, it seems to me you dont mind keeping it, but you feel you should not pay full price. Can you please tell me what is a good amount for discount for you
02:53 PM PDT Fara: Please take your time to consider a fair amount that would satisfy
you
02:54 PM PDT Fara: Oh maam, are we still connected?
02:56 PM PDT Fara: I see you said, you would like
I would like to get a refund in amazon credit and buy a new laptop. 9:42:59 PM
order #: 9:42:59 P
so refund you for the item?
02:56 PM PDT sina: yes
sorry
yes
in amazon credit
02:57 PM PDT sina: not back to debit card
02:57 PM PDT Fara: I am sorry for missing that point. Please hold, let me see if the sysstem will allow me to refund you in a gift card right?
you mean gift card right?
02:57 PM PDT sina: yes
02:57 PM PDT Fara: hold please
02:57 PM PDT sina: ok
03:00 PM PDT Fara: please hold, I am still processing your refund
03:01 PM PDT sina: how much is the refund? and is it a gift card?
03:04 PM PDT sina: hello?
03:05 PM PDT Fara: im here I am sorry
pleas hold
system moving slowly
03:05 PM PDT sina: no problem
03:08 PM PDT Fara: Allright, thought the return window closed on January 31st, I have gone ahead and refunded you CDN$ 395.49 to your Amazon.ca gift card balance. Please give our system 1-24 hours to process the refund back to Amazon.ca gift card balance. As for the original item, can you please the following return label link to return it
Here is the return label link
https://www.amazon.ca/returns/label/3da1bb18-cf45-4164-837a-43c1dd5f76d4/rmaID/D24lqjPnRRMA?_encoding=UTF8&token=Pw6aeziR0J3UJ7cJNW4Mv61somqVXL7pFPYzFqeDJKS0MwoeYow5j83yVUm6a.Xn65xt%2FOhsN1yX55mzMvmGRss7qicLOXa2pS6CMaQ6o9%2FxXA
03:09 PM PDT Fara: Please let me know if you can open the link
03:09 PM PDT sina: you said I don't have to return it.
this is what you said: " I mean we are the seller hmmm, it seems to me you dont mind keeping it, but you feel you should not pay full price."
03:09 PM PDT Fara: I said that ?
03:09 PM PDT sina: scroll up
03:09 PM PDT Fara: sure hold pelase
03:10 PM PDT Fara: oh, oh, I wrote that bcause I thought you wanted a discount on the item as oppsed to returning, but later I checked your original request
03:11 PM PDT Fara: I am sorry please disregard that comment
are you in the position to return the item?
03:11 PM PDT sina: how much can you give me if I don't return it?
03:11 PM PDT Fara: I mean I did make the refund available early
03:13 PM PDT Fara: wait, now I am confused. if you want to keep the item for a discount, how much of a discount would you say is fair. After all the return window closed a long time ago so we assumed all was well with the item
03:13 PM PDT sina: I don't understand
03:15 PM PDT Fara: okay on Amazon, we are supposed to return and refund you within 30 days of the customer gettting the item, so techinically, I am supposed to ask you to get help from the manufacturer for help, butas an exception, I created the refund early and thought you would not mind returning the item. However now, I am not sure what you would like to do.
03:17 PM PDT Fara: It is up to you?
please let me know what you would like me to do
03:18 PM PDT sina: I would be fine with returning it but it would be a large hassle to return it. You did say that I could keep the product and get a refund so I would like to know how much I would get in an amazon giftcard if I kept the product
03:20 PM PDT Fara: okay, I have already the full refund to yoour Amazon.gift card balance, but it will appear in 1 to 24 hours. You can check every 3 hours but please give the system up to 24 hours. The refund of 395.49 is the same
03:20 PM PDT sina: thanks
03:20 PM PDT Fara: if you do not wish to return this item, I can make that exception for you
no problem
03:20 PM PDT sina: thank you so much!
03:20 PM PDT Fara: let me annoate the account
please hold
03:21 PM PDT sina: annoate?
what is that?
03:21 PM PDT Fara: sorry, let me make sure you are not responsible for returning the item
please hold
03:21 PM PDT sina: ok
03:22 PM PDT Fara: cheers!
03:23 PM PDT sina: Am I free to exit the chat? Thank you so much by the way
03:23 PM PDT Fara: okay, please disregard the return label
you are not responsible for returning the item
03:24 PM PDT Fara: does this help?
03:24 PM PDT sina: So when will I receive the gift card balance?
03:25 PM PDT Fara: please give our system 1-24 hours
please check every 3 hours
do you know where to check your gift card balance?
03:25 PM PDT sina: ok thanks! how can I leave a review on your tech support? You were amazing!
no, how do i check my balance?
03:26 PM PDT Fara: okay, first on the top right
do you see where it says Hello Sina?
Please click on Your account, and go to the payment section
03:27 PM PDT Fara: clikc on any link that has the word gift card
for example reload your gift card or view your gift card balance
Let me know if you see your balance
and the good new is that your
balance processed really really fast
03:28 PM PDT Fara: do you see 395.49 in your gift card balance
I am surprised
usually it taks 1-24 hours
wowo hahahh that is great
03:28 PM PDT sina: thank you
yes it says 395.49
03:28 PM PDT Fara: you see it right
03:29 PM PDT Fara: cool!!!!!
and thank you for the compliment, but after this contact you should see my name in your inbox
03:29 PM PDT sina: did it refund to bank too or just amazon? is there a way you can check? because I don't have my card with me to check
03:30 PM PDT Fara: I thought you said to refund you to your Amazon.ca gift card . I can only give you one refund
03:31 PM PDT sina: i know
03:31 PM PDT Fara: Did I misunderstand you
03:31 PM PDT sina: you did it correctly
03:31 PM PDT Fara: cool
03:31 PM PDT sina: I just want to check if it also refunded to my bank? Can you check somehow?
03:33 PM PDT Fara: but we are not your bank, we cant see your private financial information, that is dangerous. Why woudl you need to check you bank. you told me to refund you to a gift card and not your credit card
I am sorry but I am not following the bank conversation
03:34 PM PDT Fara: I dont want to misunderstand you
03:34 PM PDT sina: I don't mean check my bank balance.
03:34 PM PDT Fara: but if you coudl restate
03:34 PM PDT sina: You can check the refund status.
What does it say?
03:34 PM PDT Fara: which refund?
03:35 PM PDT Fara: I am sorry but I want to help you but I must understand which amount you are referring to
03:36 PM PDT sina: The refund you just gave me
03:36 PM PDT Fara: the 395.49 is in your Amazon gift card balance and you told me you saw it there, so it will not be in your bank acount information
03:36 PM PDT sina: ok
nvm
03:36 PM PDT Fara: but if it were to show in your bank account too, it would be 2 refunds of 395.49 right or 790.98
03:37 PM PDT Fara: but I am only supposed to refund you 395.49
please dont feel you have to stop asking question
if I made a mistake
please let me know
03:37 PM PDT sina: ok, give me a second
03:38 PM PDT sina: let me check my bank
be right back
03:38 PM PDT Fara: but why?
the money will never be there
if you want me to cancel this refund
03:38 PM PDT sina: NO
dont cancle it
03:38 PM PDT Fara: and put the refund in your bank account
I can do that
03:38 PM PDT sina: sorry
caps lock
no dont
03:38 PM PDT Fara: no worries
03:38 PM PDT sina: you asked me to tell you if you made a mistake so i am just going to make sure
03:39 PM PDT Fara: but why look in your bank account
you will never see the money there
the money is on an Amazon gift card
and you just saw it
03:40 PM PDT sina: ok
03:40 PM PDT Fara: wait, I am so confused
03:40 PM PDT sina: no
its fine
03:41 PM PDT Fara: what did you mention the bank
03:41 PM PDT sina: forget the bank
03:41 PM PDT Fara: please dont say it is fine if you have doubts feel free to express them
03:42 PM PDT sina: can you wait like 5 min, im gonna go to the bathroom
03:42 PM PDT Fara: sure
03:46 PM PDT Fara: i am here :)
03:49 PM PDT Fara: Are we still connected?
03:51 PM PDT sina: yes
03:51 PM PDT Fara: I am sorry Sina, but I cant hold this chat conversation much longer
03:51 PM PDT sina: i am back
i am back
03:51 PM PDT Fara: I am happy
allright
is there anything else I can help you with?
03:52 PM PDT sina: i checked the grand total for the order and it says: CDN$ 429.48, but i was only refunded 395.49
03:53 PM PDT sina: oh wait
that order included another item
03:53 PM PDT Fara: that is right
I only refunded you for the Acer
03:53 PM PDT sina: never mind. Unless you were supposed refund the grand total?
03:54 PM PDT Fara: I am sorry maam, do you see that I am helping you
you hould have reported the problem by Jan 31st
03:55 PM PDT sina: Sorry
nevermind
03:55 PM PDT Fara: I am already going outside the policy tohelp you
03:55 PM PDT sina: its fine
you were great
03:55 PM PDT Fara: Now my boss will ask and I will defend my decision to help you
03:55 PM PDT sina: thank you
03:55 PM PDT Fara: because you made it clear it was slow
03:55 PM PDT sina: yes
03:56 PM PDT Fara: In the future, please contact us before the return window is closed or else it may be difficult for us agent to issue such large refund
03:56 PM PDT sina: i am sorry
03:56 PM PDT Fara: No, you are fine, but I thought I should help you see that I am on your side
03:57 PM PDT Fara: I dont want you to feel shy, but if you have another concern, please let me know
03:58 PM PDT sina: give me one second I am about to buy something with the credit
i will let you know in 2 min
03:58 PM PDT Fara: sure
03:59 PM PDT sina: nooo, the computer part I want to buy costs 388.98 but with tax it becomes 439.55 so i cant get it
03:59 PM PDT Fara: I am sorry Sina, I can do anything else
I gave you the money
04:00 PM PDT Fara: and now I feel you are aksing me more
04:00 PM PDT sina: ok thank you
that is all
04:00 PM PDT Fara: Okay
let me say this
04:00 PM PDT sina: am i free to end the chat?
ok
04:00 PM PDT Fara: please know that it is okay to request for help
but please know that big amount
do get looked at by other departments
04:01 PM PDT Fara: I am tellig you this because I am suppose to help you as a customer service agent
I have refunded ou for something that I should have asked you to contact the manufatuere, but now you are requesting for more money
04:02 PM PDT sina: I wont request more
thank you
sorry
04:02 PM PDT Fara: please know it is for your own good
not mine
because there are other people checking accohnts and they dont talk to you directly
04:02 PM PDT sina: so they will remove it from my credit?
04:03 PM PDT Fara: no no nothing like that
04:03 PM PDT sina: oh ok
04:03 PM PDT Fara: we dont do that
once we give a refund that it it, but to many is not good
that is my point
04:03 PM PDT sina: ok
04:04 PM PDT sina: ok well i am gonna go
thank you for your support
04:04 PM PDT Fara: as long as you feel supported I am happy
have a great night!
04:05 PM PDT sina: you too!
04:05 PM PDT Fara: :)