u/BeedyboyOfficial

Looking for opinions on a German civil law dispute before deciding whether to proceed with litigation.

I have a dispute with Amazon Germany involving a high-end Alienware laptop and would appreciate some thoughts from people familiar with German civil law.

The timeline is roughly as follows:

• I ordered an Alienware laptop for several thousand euros.
• The product listing was incorrect and the laptop I received did not match what had been advertised and ordered.
• After a lengthy escalation process, Amazon acknowledged the issue and sent me a written summary of the agreed solution.
• In that written summary, Amazon stated that they would attempt to source the originally ordered laptop. If that ultimately proved impossible, I would receive compensation when ordering a similar or identical replacement laptop.
• After waiting for some time, it became clear that the original laptop would not be available.
• I identified a suitable replacement laptop and sent Amazon the details.
• Amazon reviewed the replacement and replied in writing that I should go ahead and place the order. They further stated in writing that once the laptop was delivered, they would refund both the shipping costs and the price difference.
• Relying on those written instructions, I purchased the replacement laptop for approximately €3,400.
• The laptop was delivered and I fulfilled all requested steps.
• Afterward, Amazon refused to honor the reimbursement that had previously been confirmed in writing.
• During the process there were numerous delays, contradictory information from different representatives, promised supervisor callbacks that never happened, and multiple assurances that the matter would be resolved.
• I retained all emails, invoices, screenshots, and records of communication.
• I eventually initiated a Mahnverfahren.
• Amazon has now filed an objection through Hogan Lovells, and the matter would proceed into normal court proceedings if I choose to continue.

My questions are:

1. How much weight would a German court generally give to written promises made by Amazon customer service representatives?
2. Does the fact that I relied on Amazon's written instruction and spent €3,400 based on that instruction materially strengthen my position?
3. Would this likely be viewed primarily as a contractual issue, or are principles such as reliance, good faith, or detrimental reliance also relevant?
4. Based on the facts above, would you consider this a claim that is worth pursuing further?

I understand nobody can provide legal advice based on a Reddit post alone, but I would be interested in hearing how German lawyers or legally experienced individuals would view a case like this.