Contact tracked by Customer Service?

stargazir · 02-12-2011, 07:52 PM

Does anyone know if customer service keep notes on your file regarding when and why you contact them? I recently used the "call me" function and following the call was emailed a survey asking how happy I was with their customer service. I'm contemplating contacting them again about the same issue and am wondering if they will look at my account and see that my issue has already been raised and was closed. Basically i'm hoping a different service rep would give me a different answer.

Tiersten · 02-12-2011, 08:14 PM

Yes. There is no chance that they don't have something like this as they'd never be able to handle support cases that lasted longer than 1 phone call.

yerxa · 02-12-2011, 08:22 PM

All big companies keep records on their clients at call centers. Its the easiest way of keeping track of who said what and when, and allows them to provide better service as one rep will know what the last rep has done (or not done) for you. So yes, I would bet money that they have a record.

magicmonster · 02-13-2011, 12:53 AM

Just because they note a problem and what they told you does not mean that you would not get a different answer from another csr. It may depend on their knowledge and training.

stargazir · 02-13-2011, 05:56 AM

My issue is that my kindle got broken by my postal service. I called and ask if they offer repairs and was offered a refurbished unit. Based on how many people I have heard being offered free replacements for Kindles they have broken of their own accord i'm wondering if I call Amazon again whether I might get lucky and also be offered a free replacement. I'm guessing the refurbished offer will be on my file so I may not have any luck

Tiersten · 02-13-2011, 06:40 AM

The worst that happens is that they say no. However, if they do say no then you've got to just accept that Kindle CS works in mysterious ways.

RiddleMeThis · 02-14-2011, 03:46 AM

Also make sure, if you call again, you call KINDLE customer service. They tend to be MUCH better with Kindle issues than regular Amazon CS.

stargazir · 02-17-2011, 07:53 PM

I agree they probably track calls however can confirm that it may not necessarily impact the outcome of future conversations.

I called for a second time today with more details on my original problem now that I have sighted my damaged Kindle. The guy was super helpful (as expected) and I was offered a free replacement and free postage. There was no reference to my previous call however i'm sure he looked at my call history.

Moral to the story...don't ask about whether your unit can be serviced / refurbished. Instead let Amazon make the suggestions and hope you will get a "let us replace that for you".

02-12-2011, 07:52 PM	#1
stargazir Enthusiast Posts: 45 Karma: 78 Join Date: Jan 2011 Location: Sydney, Australia Device: Kindle 3	Contact tracked by Customer Service? Does anyone know if customer service keep notes on your file regarding when and why you contact them? I recently used the "call me" function and following the call was emailed a survey asking how happy I was with their customer service. I'm contemplating contacting them again about the same issue and am wondering if they will look at my account and see that my issue has already been raised and was closed. Basically i'm hoping a different service rep would give me a different answer.

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02-12-2011, 08:14 PM	#2
Tiersten Guru Posts: 987 Karma: 8641 Join Date: Aug 2010 Device: Kindle 3G+WiFi	Yes. There is no chance that they don't have something like this as they'd never be able to handle support cases that lasted longer than 1 phone call.

02-12-2011, 08:22 PM	#3
yerxa Member Posts: 11 Karma: 10 Join Date: Oct 2009 Device: none	All big companies keep records on their clients at call centers. Its the easiest way of keeping track of who said what and when, and allows them to provide better service as one rep will know what the last rep has done (or not done) for you. So yes, I would bet money that they have a record.

02-13-2011, 12:53 AM	#4
magicmonster Groupie Posts: 170 Karma: 1033664 Join Date: Sep 2009 Device: Kindle 3, Nook Color, & Dell Axim X50v	Just because they note a problem and what they told you does not mean that you would not get a different answer from another csr. It may depend on their knowledge and training.

02-13-2011, 05:56 AM	#5
stargazir Enthusiast Posts: 45 Karma: 78 Join Date: Jan 2011 Location: Sydney, Australia Device: Kindle 3	My issue is that my kindle got broken by my postal service. I called and ask if they offer repairs and was offered a refurbished unit. Based on how many people I have heard being offered free replacements for Kindles they have broken of their own accord i'm wondering if I call Amazon again whether I might get lucky and also be offered a free replacement. I'm guessing the refurbished offer will be on my file so I may not have any luck

02-13-2011, 06:40 AM	#6
Tiersten Guru Posts: 987 Karma: 8641 Join Date: Aug 2010 Device: Kindle 3G+WiFi	The worst that happens is that they say no. However, if they do say no then you've got to just accept that Kindle CS works in mysterious ways.

02-14-2011, 03:46 AM	#7
RiddleMeThis Junior Member Posts: 8 Karma: 300 Join Date: Jun 2010 Device: Kindle 3 with Wifi and 3g	Also make sure, if you call again, you call KINDLE customer service. They tend to be MUCH better with Kindle issues than regular Amazon CS.

02-17-2011, 07:53 PM	#8
stargazir Enthusiast Posts: 45 Karma: 78 Join Date: Jan 2011 Location: Sydney, Australia Device: Kindle 3	I agree they probably track calls however can confirm that it may not necessarily impact the outcome of future conversations. I called for a second time today with more details on my original problem now that I have sighted my damaged Kindle. The guy was super helpful (as expected) and I was offered a free replacement and free postage. There was no reference to my previous call however i'm sure he looked at my call history. Moral to the story...don't ask about whether your unit can be serviced / refurbished. Instead let Amazon make the suggestions and hope you will get a "let us replace that for you".

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