Amazon

teddysmum

I have never lost my temper with a call centre person before, but I have just.


I ordered a Panasonic twin phone from Amazon and was delighted that the parcel arrived next day.


Today, I started setting up the network, but noticed that the base was the wrong one, being from the cheaper model.


Last time I had a delivery problem ( item damaged before postage), I found a number on the site, spoke to someone and the matter was resolved.(I cannot use the auto return, as I don't have a printer.)


This time, I couldn't find a number, so went onto their community page, where three people in the last 30 minutes have requested a number and used that supplied by a poster.


The man who answered sounded foreign.


He asked for my email address, which I gave and asked if I was the account holder. I said I was not (my husband is) but that the item was ordered and sent to me in my name.


The man refused to continue, even though I said my husband is at work. I explained the problem with the item and mentioned that I hadn't had any problem sorting the last damaged item, on the same account.


He kept on parroting the 'you are not the account holder thing' (I wasn't asked this last time). I asked if he would put me through to some one ...'No you are not the account holder. I cannot access the account. I must speak to Mr N'.


I told him he was not being helpful and guess what ? Off he went again, so I asked if he was in a UK call centre and he put down the phone.

Edit: After fiddling about I found the 'call me' link and a lady has sorted things for me(even a collection without needing a printed label).


The horrid man obviously didn't know his job, as he should have told me the solution was to add my name to the account.


This lady was also, obviously abroad, so what happened to Amazon's UK customer service; the one with which I had no problems ?

Sharon87

The call center person was right, you can't speak to anyone if you are not the account holder.

If you have the login details can't you request a refund/exchange online? That's what I normally do. Amazon is an online based retailer so you can do everything online. Surely you could go to a library/work/shop you can print off labels for a small cost, or ask a friend/family member?

No need to take it out on the person on the other end, it's company policy for every company out there not to discuss details with anyone other than the account holder unless they hold power of attorney

teddysmum

Sharon87 wrote: »

The call center person was right, you can't speak to anyone if you are not the account holder.

If you have the login details can't you request a refund/exchange online? That's what I normally do. Amazon is an online based retailer so you can do everything online. Surely you could go to a library/work/shop you can print off labels for a small cost, or ask a friend/family member?

No need to take it out on the person on the other end, it's company policy for every company out there not to discuss details with anyone other than the account holder unless they hold power of attorney

I have just edited my post above. He could get into the account just by asking me to add my name. The lady said he should have told me this.


As above, I couldn't do the refund/replacement online, because I don't have a printer or easy access to one or any labels. Besides which, I shouldn't have to go out of my way when the problem is of their making (failure to check a returned item for substituted parts) and, I'm told they don't do exchanges on Warehouse goods;you have to re-order.


I have never lost my temper or 'taken it out ' on call centre before, but this man was being unhelpful, as has been shown, especially as he didn't believe that, last year, I had no problem with discussing the account , which has not changed since then.


I used 'call me' and a lady arranged for me to order a spare part from a manufacturer (as they had no more of my product in stock) , crediting the account with it's cost and postal charges. They didn't even want the damaged part returned.

cajef

teddysmum wrote: »

The horrid man obviously didn't know his job, as he should have told me the solution was to add my name to the account.

I have just logged into my account to find out how to do this, there is no option in the account settings to add another person or name to an account.

Azari

cajef wrote: »

I have just logged into my account to find out how to do this, there is no option in the account settings to add another person or name to an account.

So, at least one of the people OP spoke to gave her incorrect advice!

cajef

Azari wrote: »

So, at least one of the people OP spoke to gave her incorrect advice!

It certainly looks like it, I had a thorough search through the account settings and could not find a way of doing it, if anyone knows how then I will be happy to be corrected.

tomtontom

Big fuss over nothing.

You can arrange collection without a printer online. It states if you don't have a printer just to write the reference on a piece of paper. DPD bring the external label with them.

LadyDee

I arranged a return/refund online with Amazon last week and the email specifically gave instructions not to attach anything to the parcel and, as Tomtontom says, DPD bring the label with them.

Some people just like to create drama.

marliepanda

'Just adding your name' to an account so you can talk about it?

Yeah nothing dodgy or suspicious about that.

Azari

marliepanda wrote: »

'Just adding your name' to an account so you can talk about it?

Yeah nothing dodgy or suspicious about that.

Well, you can only do that if you have access to the account password.

And 50% of the population can simply say they are the account holder (which is what I have done with companies on a couple of occasions when doing something for a friend/relative).

So I don't think there's too much to worry about.

adandem

I always find that the service on the on-line chat is the best option.