Raw Deal: Silent satnav refund

Rosemary MacRae was delighted when her husband got her a new satnav for Christmas.

It cost £64.50 including postage from Amazon and was delivered to the couple’s home in Glenrothes, Fife, in December.

But when Rosemary tried to use the device, it simply wouldn’t work properly.

“I tried it on several occasions but no sound was coming from it,” she said. “It wouldn’t give me any spoken directions, which was hopeless.

“I had an expert in technology look at it and he agreed it was faulty.”

The couple tried to engage with the Amazon customer service team to find a solution but felt that they were getting passed from pillar to post.

“My husband contacted Amazon several times,” she said.

“He kept being told they would discuss it with a supervisor and they would get back to him.

“But nobody from the company would respond, never mind attend to the issue. It was very frustrating.”

At the end of her tether, Rosemary contacted Raw Deal for help. We got in touch with Amazon on her behalf and the company said it would investigate.

The good news is that the online retail giant moved quickly. It arranged for the satnav to be uplifted and for the full amount ot be refunded.

Rosemary is delighted with the outcome and is now looking to buy a new device. She said she was grateful to Raw Deal for stepping in.

“Thank you very much for your help,” she said. “Amazon phoned us and have issued a full refund and labels were sent to us to return the faulty device.

“Raw Deal, you are wonderful.”