Amazon Vine Dilemma: Broke my CYVIO doorbell during install mount. Can I accept a replacement from the seller?
Hey fellow Viners, I’ve run into a bit of a "user error" situation and I’m not sure how to handle it without flagging my account.
I recently ordered the CYVIO doorbell. While I was installing it, I clearly didn't have my coffee yet—I mounted it in a way that left zero clearance for the release mechanism. I didn't realize this until a few weeks later when I went to charge it. Long story short: I couldn't get it off the mount, had to force it, and ended up breaking the mount.
I can’t find a replacement mount online to buy since it’s not a standard mount that’s interchangeable with say Ring. I reached out to the manufacturer's help line just asking to buy a replacement, but they replied saying they’ll just send me one for free. The catch? They want my order number and shipping address.
My dilemma:
1. Vine Rules: I know the ToS says we shouldn't "contact the seller," but it also says we can contact them for "ordinary customer service." Does a replacement for something I broke count as ordinary service, or is this a grey area?
2. Order Number: If I give them my Vine order number, they’ll see it was a $0.00 (or Vine) transaction. Is that a "straight to jail" offense with Amazon?
3. Address: Providing my personal address to a seller feels like it might violate the "anonymity" of being a Viner.
What would you do?
Do I just take the L, write an honest review about my installation mistake (and maybe warn others about the mount clearance)
• Do I give the seller my info and hope for the best?
• Has anyone successfully gotten a replacement from a seller for a Vine item without getting the boot?
Appreciate any advice. I really like the doorbell and want to actually use/review it properly, but I don't want to lose my Vine status over a plastic bracket.