Federal Court of Justice: Amazon is easily accessible for customers

Online retailers like Amazon have to be quickly accessible for their customers – and that includes
However, companies can also use communication channels other than
set the classic hotline. The Federal Court of Justice (BGH) has that in
Karlsruhe decided on December 19, 2019. The judges filed a lawsuit
of the Federal Consumer Association against Amazon. (Az. I ZR 163/16)

Job market

  1. OMICRON electronics GmbH, Klaus
  2. Pfennigparade SIGMETA GmbH, Munich

The consumer advocate had bothered Amazon customers
had to click through multiple pages to get a phone number
Find. In addition, no fax number was given. Til today
users on can choose between email, chat and phone
decide. Customers who want to make phone calls are recommended
type in their number and call yourself from an employee
to let. For those who do not want this, however, is a help number

The decision had already emerged in summer 2019. Back then
the European Court of Justice answered in advance at the request of the BGH
some key questions. According to this judgment can online retailers
offer their customers other means of communication just as well, for
Example a contact form on the page, an internet chat or
a call back system. However, the prerequisite is always that the
Consumers are informed about this clearly and understandably.

The Cologne Higher Regional Court ruling stands

Whether or not that was the case with Amazon was now the top priority
to clarify German civil judges. They had no concerns and
rejected the revision of the Federal Association of Consumer Centers
back. A judgment of the Cologne Higher Regional Court thus stands.

The judges there had pointed out that the call back service from
Amazon did better in tests than the telephone hotlines
other companies. In hotlines, too, consumers would often have several
Iterate through queries until connected to an employee

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