Quote:
Originally Posted by troyrich2
I was just in a chat with customer service over this for my exchange, the "R" 100% stands for refurbished they confirmed it themselves , it took nearly 3 hours for me to get them to cancel the exchange and send me a brand new one. They said their system selects wether to send a referb or new device depending on what's in stock, and that they have no control over which it sends . As the oasis 3 is currently out of stock theyre sending refurbished devices right now. I got them to start a return and they will automatically send me a brand new one when it's back in stock on the 25th, and when it gets here I send my old one back.
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That’s a bummer! I called and talked to CS rep and the whole call only took about 10 minutes. But my unit has a defect so all she did was ask me several scripted questions like, “Was the item dropped or bumped.” She was able to quickly determine this was a defect, so getting a replacement was not in question. I’ve gotten replacements for PW’s with screens that didn’t look good, as in bluish shadows and uneven lighting, and those calls always took much longer. But that was several years ago. My current Kindle Basic 10th gen screen looks bad but I actually chose not to get it replaced. But it is cheap, not expensive like the Oasis, so I figured it wasn’t worth the hassle of going through replacements when all of them likely have similar looking screens.
Earlier in the day I called CS hoping to resolve an issue with Cloud Collections not being visible to my Kindles and that call took over 2 hours and didn’t resolve the issue. But that wasn’t about getting a replacement. Turns out that collections issue has been widely documented for a few years so it is an ongoing issue that still hasn't been resolved by Amazon. I should have done my internet search before calling CS, but I assumed there was something I was doing incorrectly concerning the collections on the cloud. Since that is a long standing and unresolved issue CS should have said so instead of acting like they couldn’t understand the issue. Surely they have it documented somewhere and it should have been put into their book of scripts they recite when we call. The CS rep was nice though, and I don’t think it was his fault he couldn’t find a resolution. The fault lies with those who decide what goes into the CS book of scripts which the reps use to resolve customer issues. I used to write those books when I worked at Computer Associates in the mid 1990s in their accounting software division. We spent a lot of time fielding and listening to customer calls so that we knew what kinds of calls the reps were fielding, then we wrote the scripts to help them explain how to resolve the common customer issues, then we added more information in the user guides to hopefully avoid those issues to begin with. But that was 25 years ago when software and hardware companies actually gave a damn about their customers. Now days they just outsource CS stuff to foreign countries and don’t give them the proper tools to resolve the issues. The CS reps get thrown to the lions more often than not. I feel sorry for them, and for those of us who experience the issues.