Quote:
Originally Posted by issybird
This is example #248 of why I never get why people think Amazon's customer service is so good. I find it no better than any other at best, and frequently infuriating.
Long story short: When I tried to buy an Echo Dot under the trade-in program, I got the gift card amount applied to my total, but I did not get the 25% discount. A frustrating conversation with customer service which included my walking them through my invoice more than once, several instances of dead time, and being booted to someone higher up, eventually (35 minutes later!) to acknowledge that indeed, I had not gotten the discount I was entitled to. And, that they'd issue a promotional credit to my account for the difference. 
That was way too big an investment of my time when Amazon's website wasn't up to handling Black Friday promotions. And while I got them to up the credit to $10, I never buy from Amazon any more. it'll get used eventually, but it's going to sit some time. Breakage goes to the business, alas. |
CS is only as good as the people they hire and/or contract with to run it. I think the Amazon CS policies are typically pretty good, though perhaps not as generous as they used to be. I agree though that dealing with the human CS reps is a royal PITA, especially when there is a language or accent barrier. I frequently have to bump the CS calls up to a supervisor level. Don’t forget that CS reps are scripted. They have binders filled with scenarios and answers to give/do for same. First level CS reps are not necessarily that up on the various scenarios. So it is almost a given that we will have to bump it up to a supervisor to get the resolution we desire. Over all though, Amazon has always treated me fairly in the end, even if they annoyed me for a long while on the phone! Quite often they have not only righted whatever wrong occurred, but they have given me something extra (like store credit) for my inconvenience. Having said that, I must say that I’ve been a Prime Member for a decade and have spent a lot of money at Amazon, and that might be one of the reasons why I get treated well. Plus at 61 I’m old and wise enough to know how to hold my temper with them on the phone. Losing my temper never helped with CS reps, and usually made things much worse. So patience is the best recipe when dealing with CS reps. Always remember they are usually at the bottom of the pay scale and they are not the people who screwed up your order.