topic Re: Discover: advice on purchase return. in Credit Cards

Discover: advice on purchase return.

SwiftTone — Mon, 18 Jun 2012 17:41:24 GMT

Hey guys,

I need some advice on something I purchased a while back online. I ordered a "remanufactured" distributor for my car back in mid april. The first one I received had a faulty sensor in it, so I exchanged it for another one. The 2nd one also had the same faulty sensor. These sensors are known to fail after a certain mileage, and its the exact reason why I am replacing it.

Anyways, after 2 distributors with faulty sensors, I decided to just go buy one from the parts yard, and it works perfectly. So I called the online company today to tell them I want to return the distributor for a refund. He asked me why, and I told them this one is also faulty. I also told them that the item showed up kind of used/not in new condition. He ask me why I didn't call them right away, and I told them that I didn't expect it to be in new condition because I was buying a remanuaftured part. He said that their return policy is 30 days. I was aware of the 30 day policy, but since it's the 2nd distributor, I was under the impression I have an additional 30 days for this one also. He said it's 30 days from the original date of purchase. He offered to send me another remanufactured one, but can't refund me the money. After a bit of back and forth, we didn't get anywhere. I don't need another distributor because I have one working one already. I ended the call without any resolution.

So, I was wondering if Discover has a return protection or soemthing that would cover me in this situation. I just got my Discover back in mid April(this was actually the first purchase I made on Discover) and I don't want to start off on the wrong foot. Will Discover back me up on this?

Thanks guys

Re: Discover: advice on purchase return.

Anonymous — Mon, 18 Jun 2012 17:49:27 GMT

I believe it's 90days 500$ for damage or theft but I would just call a CSR and see if they will refund the money. Basically they will find the transaction from April and if all goes well they will just credit the account.

Re: Discover: advice on purchase return.

SwiftTone — Mon, 18 Jun 2012 17:54:25 GMT

@Anonymous wrote:
I believe it's 90days 500$ for damage or theft but I would just call a CSR and see if they will refund the money. Basically they will find the transaction from April and if all goes well they will just credit the account.

Thats for damage or theft, which is not what happened. I can certainly claim that, but I'd rather do it the proper way.

Re: Discover: advice on purchase return.

tsquad131 — Mon, 18 Jun 2012 20:05:24 GMT

File a dispute can't hurt you I would that's not right

Re: Discover: advice on purchase return.

SwiftTone — Wed, 20 Jun 2012 05:56:28 GMT

Anyone else can chime in on this before I call Discover? Thanks

Re: Discover: advice on purchase return.

steve23111 — Wed, 20 Jun 2012 06:06:57 GMT

Call back and try negotiating a refund again. More often than not, the mere threat of a chargeback is enough to push a company to take appropriate action to resolve the issue, especially if you are dealing with a small business. They get hit with enough additional fees if the chargeback is settled in your favor that it's worth it to have you send the part back and give you a refund.

I do not know the specifics of Discover's protections as I do not have one of their cards.

Re: Discover: advice on purchase return.

ajh5408 — Wed, 20 Jun 2012 08:04:14 GMT

Discover does not provide what VISA/MC/AMEX would call Purchase Protection, meaning there is no extended return policy, warranty, or protection against accidental damage. That having been said, many (if not most) of these programs exclude auto parts and/or items requiring installation anyway.

As some others have said, give them another call, if they don't budge, indicate that you will be initiating a chargeback. If they want to press their luck, all you need to tell Discover is this: The item is not as described. It is defective. It should be processed as any normal chargeback would, without invoking any type of insurance-based benefit like Purchase Protection or similar.

Re: Discover: advice on purchase return.

SwiftTone — Wed, 20 Jun 2012 19:50:12 GMT

I spoke to the merchant 2 more times. The reason they said they can't refund me money is because it is a warranty issue, and since it's a defective part, they can only offer an exchange per warranty. So the first time I called, she gave me the same reason for not refunding my money. After pressing the issue further, she offered a store credit. I told her that wansn't going to do it so I am going to file a dispute for a charge back. She didn't seem phazed at all so we hung up again without a resolution.

I called discover and filed a dispute. The first thing that they said is that Discover cannot go against the merchant's return policy. I told her that the merchant does not specifiy 30 day from the date of 1st purchase. It just says "Everything we sell is returnable for full part cost credit within 30 days". The 2nd part was shipped from them on the 28th of May so I am within 30 days. She understood my concern and filed a dispute. She informed that I try again with a manager, and inform that I have filed a dispute against them to see if they'll budge.

I call the merchant back and the manager still wouldn't budge on the store credit, and said that they are already violating policy. She said she has to enter soemthing into the system, either store credit or replacement. I just told her store credit and i'll deal with this later.

So what are my chances here? I don't see why they can't do credit back to me instead of policy if it's already outside their policy and agreement with the manufacture. They just won't do it and want the money to stay with them with the store credit. GRRR

Re: Discover: advice on purchase return.

compassion101 — Wed, 20 Jun 2012 20:08:52 GMT

I'm with you on this, the 30 days should start from when you get the replacement part.

I think though that what will happen at this point is Discover will investigate, the company will state that they have already settled the issue with you and that you have accepted store credit. You will be pissed cause you are in a catch22 spot and get more frustrated. When they press me for an answer on things like this I just put them on hold and come back and say "I just checked with my wife and it is against our policy to accept store credit for defective parts" followed by "No, she isn't available to speak to you now but I can leave her a message to call you back"

Re: Discover: advice on purchase return.

steve23111 — Wed, 20 Jun 2012 20:37:53 GMT

@compassion101 wrote:
I'm with you on this, the 30 days should start from when you get the replacement part.

That is contrary to the majority of retail return policies out there. I have worked for a number of major regional and local retailers over the years, and have shopped with many more, and it is not at all unusual for the return policy to be based on the original purchase date, not the last exchange date.

Re: Discover: advice on purchase return.

dallasjetfan — Wed, 20 Jun 2012 20:48:26 GMT

How much was the part??

Re: Discover: advice on purchase return.

SwiftTone — Wed, 20 Jun 2012 22:49:06 GMT

@steve23111 wrote:
@compassion101 wrote:
I'm with you on this, the 30 days should start from when you get the replacement part.
That is contrary to the majority of retail return policies out there. I have worked for a number of major regional and local retailers over the years, and have shopped with many more, and it is not at all unusual for the return policy to be based on the original purchase date, not the last exchange date.

i agree it's not unusual, but it's not stated in their return policy. From a policy point of view, it doesn't specify it's 30 days from date of purchase. From a CS point of view,: after 2 failed parts, should a customer still have faith in the product he is purchasing?

The part was $230ish