Amazon Delivery -v- Live Chat Agents

Sandtree

When all things are working well Amazon has 2.5 express delivery services (excluding Prime Now etc)...
1) Midnight to circa 11am - Same Day 7pm - 10pm
2) Circa 11am to 4pm - Next Day by 7pm
3) 4pm to Midnight - Next Day 7pm - 10pm

Now in reality 1 and 3 are the same service really just badged slight differently hence the 2.5. The cut off for 1 varies slightly for us depending on item, a few stop a bit earlier and others go a bit later, depending on which fulfillment centre they are coming from.

About 3 years ago this stopped working properly... option 1 was actually stopping at 4am rather than 11am but on Wednesdays, Fridays and Sundays the window reopened at c10am until the normal close. After a lot of calls etc I was asked to keep a log which showed an odd but regular pattern and caused a lot of head scratching and in the end it simply started working as expected again. The Complaints Manager said the IT ticket was still open so no idea how or why it had broke or how or why it had been fixed. 

Now last night at around 9pm was trying to order something on the next day evening service but their website was saying there wasnt a single item available for Thursday evening delivery but all relevant items were available for Friday daytime delivery. Speak to Live Chat - must be the local warehouse is out of stock... of every single item. So happened to wake up at 1am and so checked Amazon and now thousands of items available for same day delivery. Speak to Live Chat again (at a more sociable hour) and they say the warehouse must have been totally empty at 9pm but fully restocked at 1am.

Vent - now I get that these people are paid little, have next to no authority and it really isnt their fault but  the idea 20,000 items + all sell out in 24 hours and all are fully restocked 4 hours later is just ridiculous... I mean there are some fairly weird things you can get on same day delivery! But they cannot say "I don;t know" or "I;ll escalate it" etc... the website is flawless and we must maintain that message and so tell the customer the warehouse must have been totally empty as thats a believable story.

Blackbeard_of_Perranporth

Sandtree said:

When all things are working well Amazon has 2.5 express delivery services (excluding Prime Now etc)...
1) Midnight to circa 11am - Same Day 7pm - 10pm
2) Circa 11am to 4pm - Next Day by 7pm
3) 4pm to Midnight - Next Day 7pm - 10pm

Now in reality 1 and 3 are the same service really just badged slight differently hence the 2.5. The cut off for 1 varies slightly for us depending on item, a few stop a bit earlier and others go a bit later, depending on which fulfillment centre they are coming from.

About 3 years ago this stopped working properly... option 1 was actually stopping at 4am rather than 11am but on Wednesdays, Fridays and Sundays the window reopened at c10am until the normal close. After a lot of calls etc I was asked to keep a log which showed an odd but regular pattern and caused a lot of head scratching and in the end it simply started working as expected again. The Complaints Manager said the IT ticket was still open so no idea how or why it had broke or how or why it had been fixed. 

Now last night at around 9pm was trying to order something on the next day evening service but their website was saying there wasnt a single item available for Thursday evening delivery but all relevant items were available for Friday daytime delivery. Speak to Live Chat - must be the local warehouse is out of stock... of every single item. So happened to wake up at 1am and so checked Amazon and now thousands of items available for same day delivery. Speak to Live Chat again (at a more sociable hour) and they say the warehouse must have been totally empty at 9pm but fully restocked at 1am.

Vent - now I get that these people are paid little, have next to no authority and it really isnt their fault but  the idea 20,000 items + all sell out in 24 hours and all are fully restocked 4 hours later is just ridiculous... I mean there are some fairly weird things you can get on same day delivery! But they cannot say "I don;t know" or "I;ll escalate it" etc... the website is flawless and we must maintain that message and so tell the customer the warehouse must have been totally empty as thats a believable story.

I have never had a problem with the amazon! But then again I do not order things at around 9 in the evening. If I got that desperate for some trinket, I would seriously consider ...

Spank

Maybe he's not desperate, maybe he works until late & 9 pm is not late.

Sandtree

Blackbeard_of_Perranporth said:
I have never had a problem with the amazon! But then again I do not order things at around 9 in the evening. If I got that desperate for some trinket, I would seriously consider ...

On this occasion the 9pm order was due to the 8am order for some printing paper being "left with the receptionist" when we don't  have a reception let alone a receptionist.

Same Day/Next Day delivery on Amazon has higher quality paper available for the same price as buying the paper for Tescos. Now for what I need to print in the next 24 hours I don't really care about the quality but given its a pack of 500 sheets I may be concerned on some other printing and so may as well get the higher quality for the same cost and avoid the cost/hassle of going to the supermarket. Going to Staples or such I can get the same quality paper but then the cost to get there will be as much as the paper itself is.

Whilst it's fantastic that you never find that you run out of something in the evening or that you forgot to pick something up for many of us mere mortals the ability to order 24/7 is fairly convenient rather than having to adapt our work around the times a particular shop happens to be open whilst factoring in travel time.

Takmon

Blackbeard_of_Perranporth said:

Sandtree said:

When all things are working well Amazon has 2.5 express delivery services (excluding Prime Now etc)...
1) Midnight to circa 11am - Same Day 7pm - 10pm
2) Circa 11am to 4pm - Next Day by 7pm
3) 4pm to Midnight - Next Day 7pm - 10pm

Now in reality 1 and 3 are the same service really just badged slight differently hence the 2.5. The cut off for 1 varies slightly for us depending on item, a few stop a bit earlier and others go a bit later, depending on which fulfillment centre they are coming from.

About 3 years ago this stopped working properly... option 1 was actually stopping at 4am rather than 11am but on Wednesdays, Fridays and Sundays the window reopened at c10am until the normal close. After a lot of calls etc I was asked to keep a log which showed an odd but regular pattern and caused a lot of head scratching and in the end it simply started working as expected again. The Complaints Manager said the IT ticket was still open so no idea how or why it had broke or how or why it had been fixed. 

Now last night at around 9pm was trying to order something on the next day evening service but their website was saying there wasnt a single item available for Thursday evening delivery but all relevant items were available for Friday daytime delivery. Speak to Live Chat - must be the local warehouse is out of stock... of every single item. So happened to wake up at 1am and so checked Amazon and now thousands of items available for same day delivery. Speak to Live Chat again (at a more sociable hour) and they say the warehouse must have been totally empty at 9pm but fully restocked at 1am.

Vent - now I get that these people are paid little, have next to no authority and it really isnt their fault but  the idea 20,000 items + all sell out in 24 hours and all are fully restocked 4 hours later is just ridiculous... I mean there are some fairly weird things you can get on same day delivery! But they cannot say "I don;t know" or "I;ll escalate it" etc... the website is flawless and we must maintain that message and so tell the customer the warehouse must have been totally empty as thats a believable story.

I have never had a problem with the amazon! But then again I do not order things at around 9 in the evening. If I got that desperate for some trinket, I would seriously consider ...

That makes no sense... so your saying that ordering at 9 in the evening is somehow wrong? I order things at all times during the day whenever i feel like doing it. Do you have some kind of weird daily schedule where you only allow yourself to order things at a set time... 

Blackbeard_of_Perranporth

Takmon said:j

Blackbeard_of_Perranporth said:

Sandtree said:

When all things are working well Amazon has 2.5 express delivery services (excluding Prime Now etc)...
1) Midnight to circa 11am - Same Day 7pm - 10pm
2) Circa 11am to 4pm - Next Day by 7pm
3) 4pm to Midnight - Next Day 7pm - 10pm

Now in reality 1 and 3 are the same service really just badged slight differently hence the 2.5. The cut off for 1 varies slightly for us depending on item, a few stop a bit earlier and others go a bit later, depending on which fulfillment centre they are coming from.

About 3 years ago this stopped working properly... option 1 was actually stopping at 4am rather than 11am but on Wednesdays, Fridays and Sundays the window reopened at c10am until the normal close. After a lot of calls etc I was asked to keep a log which showed an odd but regular pattern and caused a lot of head scratching and in the end it simply started working as expected again. The Complaints Manager said the IT ticket was still open so no idea how or why it had broke or how or why it had been fixed. 

Now last night at around 9pm was trying to order something on the next day evening service but their website was saying there wasnt a single item available for Thursday evening delivery but all relevant items were available for Friday daytime delivery. Speak to Live Chat - must be the local warehouse is out of stock... of every single item. So happened to wake up at 1am and so checked Amazon and now thousands of items available for same day delivery. Speak to Live Chat again (at a more sociable hour) and they say the warehouse must have been totally empty at 9pm but fully restocked at 1am.

Vent - now I get that these people are paid little, have next to no authority and it really isnt their fault but  the idea 20,000 items + all sell out in 24 hours and all are fully restocked 4 hours later is just ridiculous... I mean there are some fairly weird things you can get on same day delivery! But they cannot say "I don;t know" or "I;ll escalate it" etc... the website is flawless and we must maintain that message and so tell the customer the warehouse must have been totally empty as thats a believable story.

I have never had a problem with the amazon! But then again I do not order things at around 9 in the evening. If I got that desperate for some trinket, I would seriously consider ...

That makes no sense... so your saying that ordering at 9 in the evening is somehow wrong? I order things at all times during the day whenever i feel like doing it. Do you have some kind of weird daily schedule where you only allow yourself to order things at a set time... 

PPPPPP!

No, I order when I need something, and check price and availability. If it is not a bargain or can be delivered when I am at home, the off button is hit.