It wasn't very straightforward but the issue has been resolved and you
all have me to thank for
I've been contacting amazon (via chat) since I created this thread and every time the person on the other end told me that a case had been opened and someone was going to contact me to follow up on it sometime during the next 48hrs. Turns out they never reached out again and I had to initiate another support chat and explain my problem
again which was very annoying. They supposedly read the previous chats but they still asked more or less the same kind of standard questions, I just started to save the transcripts myself (Amazon never did email them to me even though I marked the checkbox asking for them) and copy and paste from them. This wasn't a problem in itself but why did they tell me (every time) that someone was going to reach out to me if no one was going to do it? Also, every now and again one of them told me that the case's priority had been bumped but the next one I contacted told me that that hasn't been the case at all and that s/he was going to
really bump the case priority. Others told me that a case had not being created at all and that s/he was
really going to create one now. I swear to you I thought I was dealing with chatbots. One of the chats was particularly infuriating because the tech support representative, instead of trying to help me solve the issue, pretended that the feature had never been there for emailed docs when we all know that it used to be there. It was so disingenuous that I get mad just remembering it.
In the end I initiated around 8 tech support chats and they were all more or less the same so I was growing very angry because they weren't doing anything really other than effectively just logging my complains. I got so frustrated in fact that in my last chat I started to write a very, ahem,
direct email to
jeff@amazon.com more out of anger (I sent a screenshot of the email to the representative I was chatting with) than actually thinking that he was going to read it. I included the case number in the email. The representative actually seemed to really come alive after this and immediately asked me for the kindle logs (no representative had done that up until that point). Hours later I received this:
Quote:
I'm XXXXXXXXXXX of Amazon's Tech Support Executive Customer Relations. Jeff Bezos received your email and asked me to respond on his behalf.
...
|
So Jeff Bezos does read
those emails. Nice
. Now they really started to work on the case (oh yeah, you also have to thank my pen pal Jeff, not only me!
). After a few emails the executive told me that the engineers knew where the problem was and that they were going to deploy the fix over the next few days. They deployed it a few days ago and the problem was fixed so now if you try to reproduce the issue the same way I did earlier in the thread everything should sync for emailed docs
I'm glad that everything works now (thanks Jeff!) but no one should go through what I went through in order to get some attention to their case. To me it seemed like Amazon's tech support chat representatives were part of a very poor outsourcing operation at best or chatbots at worst. The executive seemed to recognize that my case was very poorly managed so probably something like this won't happen again to someone else. The issue itself wasn't
that critical, what frustrated me was the way they seemed to be shuffling me around without actually doing anything at all about the issue. It can be very frustrating. I think they were hoping that I would just let up and forget about it but I wasn't about to give up my cloud-backed highlights that easily