Amazon customer service

Longshanks75

My recent experience with Amazon Customer service who are rubbish, without any exaggeration it has taken me an estimated 6 hours over the last week trying too get a simple problem resolved.
   Amazon if you`re listening all your customer service seems too be based in India and most of the time and I struggled with these accents. When using the online customer service chat I was bounced around between three different people taking it in turn to join the chat so each time I had to explain my problem again. After 50 minutes I was finally given the wrong info on returning a faulty product, this lead to all sorts of problems. Try having a conversation with someone with a heavy Indian accent and limited knowledge on the returns and replacement process you patients is serverly tested.Trying too contact Amazon complaints dept is impossible as it does not exist, we the customer are subject to chat bots and or online chats with a human and if no progress can be made we cannot complain to Amazon because they make it nigh impossible to do so. 

intelligenteaser

Yeah my experience was similar. Damaged product delivered so had to send back. Large white goods (but not massive) kinda thing so needed a delivery service to collect. The first one booked didn't turn up at all then 2 random ones came at random times..had to tell the second one it had already been taken... 
Thing is amazon don't care. They are big enough that customer service isn't their priority... people will use them anyway. Which is rubbish but also true.

Chief_of_Staffy

Amazon has gone down the toilet in the past three years. From the best customer service bar none to one of the worst. I've used Amazon for 26 years. For the first 20+ I don't recall having an issue that wasn't sorted out with a two minute phone call. For years there was a button, clearly marked, that you clicked and you received a callback five seconds later.

As for deliveries, for the first ten years when Amazon started delivering their own stuff I had zero late deliveries (and that's an average of 250 orders per year). Now 80% of my orders are delivered late, and that's with Prime. Of my last ten orders, two were never delivered, five were late, three were delivered on time and zero were delivered to my instructions. The standard of Amazon delivery drivers is appalling too. The last one ignored my online instructions to leave the package in the garage, ignored the polite notice on my door, opened the front door to the house himself almost letting the dog out, then scuttled off leaving the package on the path. When I got to the door he turned and took a photo of me. I made a formal complaint about that, although Amazon makes it as difficult as possible to find the mechanism.

ButterCheese

I'm not sure "where they are based" or "their accent" has any bearing on this.  Yes I have had problems with Amazon customer service many times, where they can't comprehend what the problem is; they do their best to resolve the problem but they've often got it wong for me because they have a normal/usual problem in their head and can't seem to grasp that mine maybe different.  However, there is usually an option to say "yes this was resolved" or "no it wasn't".  Sure, complain that they aren't very good, but I don't think you should blame their accent, ethnicity or location for this.  It's just poor training

TMSG

ButterCheese said:

I'm not sure "where they are based" or "their accent" has any bearing on this.  Yes I have had problems with Amazon customer service many times, where they can't comprehend what the problem is; they do their best to resolve the problem but they've often got it wong for me because they have a normal/usual problem in their head and can't seem to grasp that mine maybe different.  However, there is usually an option to say "yes this was resolved" or "no it wasn't".  Sure, complain that they aren't very good, but I don't think you should blame their accent, ethnicity or location for this.  It's just poor training

Well... "accent" can be a real problem for at least some people. An ex-neighbour of ours was a Frenchman, he spoke and understood "standard" English well enough...  but whenever he had to talk to his insurance he'd come over and ask one of us to "translate". Turned out the company was based in Glasgow and the lads talked with a very heavy Scottish accent that even we had trouble to understand.
Many years ago, I myself had enormous problems with Three's support when it was (still is?) in India. The guys were very friendly and knowledgeable but to make sense of the sounds that came out of the phone speaker was nearly impossible (and I've spent many happy years in India, so I had some exposure already).

BridgetTheCat

Funny, I had a really good experience with them last week. A book I ordered arrived damaged - basically they’d glued the front cover to the inside of the packaging. I complained online, uploaded a couple of photos and they not only refunded the cost of the book but said I could keep it 😀. Win!

mac.d

I wish their delivery drivers would follow delivery instructions instead of just dumping parcels on the doorstep, half the time they don't even ring the doorbell, never mind look at delivery instructions, and complaints to Amazon make no difference.

Chief_of_Staffy

BridgetTheCat said:

Funny, I had a really good experience with them last week. A book I ordered arrived damaged - basically they’d glued the front cover to the inside of the packaging. I complained online, uploaded a couple of photos and they not only refunded the cost of the book but said I could keep it 😀. Win!

That used to be the default. In 2013 I bought a graphics tablet costing £600. Eight months later the USB became a little loose so I rang to ask for a replacement cable. The rep said, "No cable, I'll send you out a new tablet." I said the tablet was OK but he insisted. 10am the next morning a new tablet arrived and I had 30 days to package up the old one and leave it at the door for courier return.

bigflabbylady

Longshanks75 said:

My recent experience with Amazon Customer service who are rubbish, without any exaggeration it has taken me an estimated 6 hours over the last week trying too get a simple problem resolved.
   Amazon if you`re listening all your customer service seems too be based in India and most of the time and I struggled with these accents. When using the online customer service chat I was bounced around between three different people taking it in turn to join the chat so each time I had to explain my problem again. After 50 minutes I was finally given the wrong info on returning a faulty product, this lead to all sorts of problems. Try having a conversation with someone with a heavy Indian accent and limited knowledge on the returns and replacement process you patients is serverly tested.Trying too contact Amazon complaints dept is impossible as it does not exist, we the customer are subject to chat bots and or online chats with a human and if no progress can be made we cannot complain to Amazon because they make it nigh impossible to do so. 

6 hours? that is nothing. Took me more like 6 weeks with Yodeldirect.