Refused to honour their warranty.
I purchased one of their cleaners from Amazon December 2022, however, the motor failed July 2024. As the machine was still under Tineco's 2 year warranty I contacted Tineco support. As requested, I sent them copy of my Amazon receipt. They asked for a video, so I recorded one. They replied agreeing to replace the unit once it was received back at the address that they supplied. I paid and organised a courier. I supplied them with the tracking number. I packed the item ready for collection. At the last minute, on the actual day the courier was booked to collect the machine, I received an email from Customer Support which read as follows "After checking your purchase proof provided, we found that your machine was not directly from our official Tineco authorized store. We kindly ask that you contact the store for original purchase proof from them, we will proceed to next step once we receive your reply." There really isn't a "next step" as the machine was sold by and despatched by Amazon! You heard right, Amazon are not an authorised seller! Their, so called "worry free" warranty makes no mention this exclusion on their website. That is to say, they do not publish a list of who are ‘authorised’ sellers. Credit to Parcel Force I was able to cancel the collection at the last minute and they refunded the delivery charge and to Amazon for refunding me the cost of the machine.
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