I purchased a Synology DS923+ NAS but what I received was a DS923+ case with 5-year-old DS918+ components inside. When I discovered the fraud, I contacted Amazon Customer Service. After a lengthy discussion, since they did not have any replacements, I was instructed to buy one from a 3rd party vendor on Amazon for $180 more. I was assured, in writing, that if I did so, once I received the new unit, I could simply call back and they would refund the $180 difference. When I called back, they reneged and said the best they could do was give me a $100 customer appreciation credit. I declined stating I wanted the $180 I was promised and the eventually hung up on me without refunding anything!
To make matters worse, once I returned the original unit, they charged me a $93 restocking fee! How can they charge me to restock a counterfeit product????
UPDATE: After sending letters to top executives at Amazon, I received a response from a representative for their chief counsel. Typical boiler plate response of "sorry we screwed up" and "thank you for taking the time to bring this to our attention". THEN, he said: "The best I can offer you for this problem you had is $25 promotional certificate". REALLY? $25? I turned down $50, $75 & $100 and now they offer $25? Quite frankly, I think this response was actually mocking me and making light of something that I deem very important!
The next day, I received a response from a representative for the CEO. She again apologized and thanked me, then did math to calculate the difference between the 2 items, plus the restocking fee and came up with a number of $273.68. She then deducted the $25 that was given to me the previous day and said she would issue a refund on my credit card for the remaining balance of $248.68.
The really funny thing is that within an hour I received a notification on my phone that Amazon had completed my refund of $100. Then moments later I received notification that my refund of $150 had been completed. The crazy part is that these refunds were issued on two completed unrelated items that I had recently purchased! I hope I don't need to return those items!!!