Quote:
Originally Posted by Lima7
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I had to wait almost 20 minutes to speak to someone the first time. She went through all these reset procedures again with me, only to determine that my device was officially dead. She told me she would forward my e-mail to someone who would review my case and offer me something that would make me happy.
A few days later, I got an email from the warranty options department. They were offering me....... a ridiculous 20$ discount on a Kobo Glo refurbished or on a Kobo Aura 2nd generation.
I tried to answer their email, saying that it was really disappointing since the problem was coming from THEM, not me. I never dropped my device, never spilled water on it, nothing. It's a problem that is coming from their device, they should at least try to fix it...
No answer. One day, two days, three days, almost five days later, nothing. SO I try to call them again! After waiting for 1h on the phone, I still haven't had the chance to speak to someone.
I log onto the live chat. 20 minutes and more later, someone finally answers me. Saying that ''I closed your ticket because our warranty department has already answered you''. REALLY ?
I have been fighting with them for like two weeks now, and nothing moves. It seems like they just don't care about their clients. My device just breaks down like this and they're like ''well buy a new one''.
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In all fairness to everyone, your initial post made it sound like you were more upset about not being offered free repair or a free reader for a 2 year old reader with a broken screen that was a year out of warranty. That's what most of us responded to.
Initial 20 minute wait, they told you it was dead and would see if they do something for you. "A few days later" you got an email with the $20 discount offer. At that point they closed the ticket, which makes sense, nothing else they could do, so of course they didn't respond any further while you waited for days. Responding to closed tickets anywhere usually doesn't get very far.
Where I live, a 20 minute wait time isn't unusual at all, and honestly is probably on the lower side of wait times. It's sometimes much longer and I either decide to leave a call back number, or just call back at a better time when their CS or tech support department isn't as busy, or put my phone on speaker and just wait it out while I do other things. Call a utility and wait times are so long they won't even let you stay online in the queue, you just get told to call back and are disconnected.
Yes, Amazon might answer quicker than most, they're big enough to have a lot of CS support. They're the exception rather than the rule though when dealing with typical tech support or CS. But actually, I don't think I've ever "called" Amazon, just used their chat feature, so their phone wait times could be as bad. Chat feature when available is usually faster than phones though most everywhere I've dealt with.
So to me, the 20 minute wait time isn't that bad and it still sounds like good customer support.