Quote:
Originally Posted by JeremyR
As I've said after every glowing report about how great Amazon's customer service is, it's only good if you call them.
If you email them, it's completely worthless and often infuriating.
How an online company can be so bad at online service is beyond me...
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Hey, that's my experience too. But it makes a lot of business sense as there will be customers complaining about everything and anything. Their trivial questions can be dealt by less qualified (and cheaper) staff. More difficult cases then can go to a more qualified second level support. You certainly can't give unrestricted access to them as everyone will want to use it for their trivial issues.
The problem is that the first line of support due to their incompetence are unable to identify important cases that should be forwarded to upper level immediately. More experienced customers have already learned the skill to navigate through script reading droids but it takes some time and sometimes frustration. This process also makes a lot of dissatisfied customers. An inventor who finds a way how to differentiate and provide the best support to everyone will surely get a Nobel prize in economics
