I originally contacted support back on 05/02/2022 regarding problems with my camera that was purchased as part of a bundle with a doorbell. (See my previous thread here regarding the full complaint at that time.)
Since my previous thread, support have agreed to accept a return and refund for my device that did not work as advertised and also accepted me returning the doorbell that came as part of the bundle.
I was advised that I could return both devices, in separate packages, but with the same label duplicated. I expected that this might have caused some conflict with the shipping companies tracking system since both labels would have the same tracking information, but support assured me that this is what I had to do.
When I tried to send these, the first package was scanned and checked in without issue, however when it came to the second package, the system errored, as I had expected and I could not send the camera.
I would really rather not have to go through Alternative Dispute Resolution to get the refund I have already been promised for the camera, along with some form of compensation/goodwill gesture for the amount of time I have spent trying to work towards an amicable resolution to this complaint. Not to mention being made to make 2-3+ trips to send back 3 devices (Camera, RMA Camera, Doorbell) instead of sending these all at one time as I had requested.
However, at this point I feel I am running out of options. I have requested ADR details multiple times and on 3 occasions I have been advised that this query has been passed on to a legal department to confirm an answer. I am yet to receive any details regarding this and it is getting to a point where my questions aren't being acknowledged, instead I am now being asked to confirm that I am authorised to use my google account - over 3 months in to a complaint, having received an RMA and returned it, along with another device that I only wanted to return as it was purchased as part of a bundle.
Why must I continue to jump through hoops over 3 months in to an ongoing complaint?
As over 8 weeks has passed without an amicable resolution being met, I am aware I no longer need a letter of deadlock to proceed through ADR, I just need to know which ADR scheme to direct this complaint to at this stage, unless support get back to me with a reasonable reply/offer in the meantime.
Over a week ago I was asked for the serial number for my camera so a refund can be authorised, but prior to this I had already been told this had already been authorised. Then 3 days ago I asked for a response having heard nothing for a week since providing the serial number and was advised they are awaiting authorisation for the refund again.
Can anyone assist with this?
