On April 21, 2025, I purchased an airfryer manufactured by Philips from Amazon. The delivery package was damaged and had an open side. The delivery lad neglected to flag the damaged side (damaged side was on the floor), which resulted in the product being accepted. It appears that the carton fell from a height, causing the contents to be shaken. This could result in the internal electronic/electrical components deteriorating, which would directly impact the product's service life. I attempted to return the product to Amazon within a few hours of receiving it.
The Amazon representative declined to accept the product for return. They maintained that customers must accept the product if it does not have any visible damage, such as scratches, in accordance with their policy. I attempted to elucidate to them that the internal damage to the electrical/electronic components (e.g., loose contact, insulation damage) will not manifest as a visual defect, but can have an impact on the product's service life. Experts in the field are the only ones who can verify the existence of such intrinsic defects.
- I requested that they return the product, conduct a test at their facility, and verify its quality. However, they declined.
- Subsequently, I requested permission to conduct the test on my own and accept the report; however, they declined.
They continue to insist that customers must accept the product in its current condition, provided that there are no visual defects on the product surface, in accordance with their policy. As an engineer, I am aware that this is an incorrect course of action.
The entire conversation has been recorded on my phone with their consent and is available for verification.