Need advice on how to approach Kindle CS

Trauma Doll · 10-29-2012, 08:51 AM

I'm one of those people who was asked to ship a defective unit to Cupertino. In the end I also returned for refund two other units. However, I only received a refund for one. I don't think the RMA to Cupertino is showing up in my Return history. Like this:

PW 1 received, it sucks. CS sends me a replacement, PW 2

PW 2 sucks. I write a bad review, try to decide what to do. CS calls me and asks me to ship a bad one to Cupertino *with new return info/tracking label*.

I send PW 1 to Cupertino, keep PW 2 for now while still deciding what to do.

PW 3 (a gift) shows up. PW 3 sucks.

Last week, I give up, use the automated system to initiate refunds for PW 2 and PW 3, and mail them back. However, I only got a refund for PW 3. Because the Cupertino RMA doesn't show up in my account history, I think they believe I have one more Kindle than I do.

Any suggestions on who I should call, and how the hell I can explain this to a CS rep in a way that makes sense?

EDIT: I tried replying to the Kindle rep who had emailed me about sending the unit to Cupertino. It's a dead address. Can anyone recommend an email address or phone number that will get me to Kindle support directly?

DustyDisks · 10-29-2012, 09:05 AM

http://www.amazon.com/gp/help/custom...deId=200953940

Button on the right that says "contact us"

Trauma Doll · 10-29-2012, 09:11 AM

I was looking for input from one of the people who has been in high-level contact with them, like sparklemotion or xendula. I am trying to evade what will doubtless be a long script before they understand. Thanks though.

jswinden · 10-29-2012, 10:11 AM

I had problems getting my refund, they thought I had an extra PW too. Wound up teaching a stupid CS rep a few new words over the phone. That phone call did no good as there was too much info for her to absorb, plus she had attitude from the start. I went through the web and sent them a detailed email and included all of my order numbers and return authorization numbers and a timeline when I received what and when I sent back what. I included a polite blurb about my anger over the situation. Within a few hours they corrected the problem and issued my refund.

sparklemotion · 10-29-2012, 10:36 AM

I think your best best is doing what Jack suggests. Xendula and I have been lucky to have a rep contact us and that has made things a lot easier as he's very up on our situations and what has been going on. He contacted us due to our 1 star reviews.

If you don't have any luck with that today, what I can suggest is I could mention your situation to Andrew (he's calling me tomorrow at 3pm eastern time in the US) when I speak with him tomorrow. If you want to pm me your phone number, I can ask him to call you back? I can't say how he'll respond to that, as I don't know how their system works and if that is "allowed", so to say, but I'd be willing to try for you.

If Andrew says he can't do that, I think you're going to have to go the route Jack did then. Hopefully you'll be able to explain everything to a rep. I think it's just a matter of getting a rep that is willing to be patient and listen so they can understand why you're due another refund. I'm sure it will all work out in the end either way.

One thing to note, the storm could possibly take my electricity out as I'm in NY state. If you don't see me around on here, that would be why. I should still be able to use my cell fine though. Fingers crossed this doesn't happen.

sparklemotion · 10-29-2012, 10:41 AM

I can also send you the email address Andrew last emailed me from, but I have feeling it might not go back to Andrew directly. I don't know how specific those CS emails are, it might just go to CS in general.

Trauma Doll · 10-29-2012, 11:07 AM

Thanks. I've tried a moderately-detailed email and we'll see how that goes.

Sparklemotion, if your 'specialist' was like mine (it wasn't Andrew, but Joy H), and emailed/contacted you directly, then the email address won't take replies, it's a dead address.

I'm somewhat concerned because the email Joy sent me with the Cupertino shipping label just doesn't show up anywhere in my return history, and the link from that email to a UPS label is a broken image now. I do have her email noting that the return was in UPS hands and thanking me for shipping it so fast, so I suppose that constitutes proof...

sparklemotion · 10-29-2012, 11:13 AM

Quote:

Originally Posted by Trauma Doll

Thanks. I've tried a moderately-detailed email and we'll see how that goes.

Sparklemotion, if your 'specialist' was like mine (it wasn't Andrew, but Joy H), and emailed/contacted you directly, then the email address won't take replies, it's a dead address.

I'm somewhat concerned because the email Joy sent me with the Cupertino shipping label just doesn't show up anywhere in my return history, and the link from that email to a UPS label is a broken image now. I do have her email noting that the return was in UPS hands and thanking me for shipping it so fast, so I suppose that constitutes proof...

I know some of the CS emails say they can't be replied to, but some can. The ones where you're having an ongoing discussion with CS can be replied to.

I agree that email you have definitely shows proof. Good luck with everything.

I hope you can get your credit quickly! Whenever I return anything to Amazon via UPS I always ask for a receipt (they can track it easily then should it go astray) and I save it until I'm credited.

jswinden · 10-29-2012, 11:17 AM

Quote:

Originally Posted by Trauma Doll

Thanks. I've tried a moderately-detailed email and we'll see how that goes.

Sparklemotion, if your 'specialist' was like mine (it wasn't Andrew, but Joy H), and emailed/contacted you directly, then the email address won't take replies, it's a dead address.

I'm somewhat concerned because the email Joy sent me with the Cupertino shipping label just doesn't show up anywhere in my return history, and the link from that email to a UPS label is a broken image now. I do have her email noting that the return was in UPS hands and thanking me for shipping it so fast, so I suppose that constitutes proof...

I noticed that with all three of my returns the UPS tracking never showed more than "label printed in transit to carrier". Or something to that effect. However one of the emails I received had a link to Amazon's return tracker. If you put your return authorization number at the end of the following link it should show you the tracking info.

Code:

http://www.amazon.com/gp/orc/returns/track/DX#####1RRMA

Substitute your return authorization number for "DX#####1RRMA".

xendula · 10-29-2012, 06:58 PM

Trauma Doll, I had the same idea as Sparkle: I can ask Amazon Andrew if he cold call you if you give me our phone number to pass on to him.
Did you check your bank account, though? Some of my replacements said $0.00 in the bill, so I would not receive a refund for those if I send them back. They actually refunded me money for one by accident, and I had to call them and let them know that they have to take the money back, as I had replacements at home at the time.

Also, when Andrew contacted me originally, I wrote back and received a bounce-back email, but he did end up answering it afterwards, so the emails seem to get through to at least some email addresses.

10-29-2012, 10:41 AM	#6
sparklemotion dangerous when cornered Posts: 1,855 Karma: 22891237 Join Date: Dec 2011 Location: USA Device: Kobo H2O, Kindle Paperwhite	I can also send you the email address Andrew last emailed me from, but I have feeling it might not go back to Andrew directly. I don't know how specific those CS emails are, it might just go to CS in general. Last edited by sparklemotion; 10-29-2012 at 10:48 AM.

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10-29-2012, 08:51 AM	#1
Trauma Doll Addict Posts: 219 Karma: 1009108 Join Date: Dec 2008 Device: Gave up on PW. Using Kindle Keyboard.	Need advice on how to approach Kindle CS I'm one of those people who was asked to ship a defective unit to Cupertino. In the end I also returned for refund two other units. However, I only received a refund for one. I don't think the RMA to Cupertino is showing up in my Return history. Like this: PW 1 received, it sucks. CS sends me a replacement, PW 2 PW 2 sucks. I write a bad review, try to decide what to do. CS calls me and asks me to ship a bad one to Cupertino with new return info/tracking label. I send PW 1 to Cupertino, keep PW 2 for now while still deciding what to do. PW 3 (a gift) shows up. PW 3 sucks. Last week, I give up, use the automated system to initiate refunds for PW 2 and PW 3, and mail them back. However, I only got a refund for PW 3. Because the Cupertino RMA doesn't show up in my account history, I think they believe I have one more Kindle than I do. Any suggestions on who I should call, and how the hell I can explain this to a CS rep in a way that makes sense? EDIT: I tried replying to the Kindle rep who had emailed me about sending the unit to Cupertino. It's a dead address. Can anyone recommend an email address or phone number that will get me to Kindle support directly? Last edited by Trauma Doll; 10-29-2012 at 08:58 AM.

10-29-2012, 09:05 AM	#2
DustyDisks Old Fart In Training Posts: 534 Karma: 2742476 Join Date: Jan 2011 Location: Gladewater, Texas Device: K3+3g/KFHD 7"/Nexus 7/Nexus 7.2	http://www.amazon.com/gp/help/custom...deId=200953940 Button on the right that says "contact us"

10-29-2012, 09:11 AM	#3
Trauma Doll Addict Posts: 219 Karma: 1009108 Join Date: Dec 2008 Device: Gave up on PW. Using Kindle Keyboard.	I was looking for input from one of the people who has been in high-level contact with them, like sparklemotion or xendula. I am trying to evade what will doubtless be a long script before they understand. Thanks though.

10-29-2012, 10:11 AM	#4
jswinden Nameless Being	I had problems getting my refund, they thought I had an extra PW too. Wound up teaching a stupid CS rep a few new words over the phone. That phone call did no good as there was too much info for her to absorb, plus she had attitude from the start. I went through the web and sent them a detailed email and included all of my order numbers and return authorization numbers and a timeline when I received what and when I sent back what. I included a polite blurb about my anger over the situation. Within a few hours they corrected the problem and issued my refund.

10-29-2012, 10:36 AM	#5
sparklemotion dangerous when cornered Posts: 1,855 Karma: 22891237 Join Date: Dec 2011 Location: USA Device: Kobo H2O, Kindle Paperwhite	I think your best best is doing what Jack suggests. Xendula and I have been lucky to have a rep contact us and that has made things a lot easier as he's very up on our situations and what has been going on. He contacted us due to our 1 star reviews. If you don't have any luck with that today, what I can suggest is I could mention your situation to Andrew (he's calling me tomorrow at 3pm eastern time in the US) when I speak with him tomorrow. If you want to pm me your phone number, I can ask him to call you back? I can't say how he'll respond to that, as I don't know how their system works and if that is "allowed", so to say, but I'd be willing to try for you. If Andrew says he can't do that, I think you're going to have to go the route Jack did then. Hopefully you'll be able to explain everything to a rep. I think it's just a matter of getting a rep that is willing to be patient and listen so they can understand why you're due another refund. I'm sure it will all work out in the end either way. One thing to note, the storm could possibly take my electricity out as I'm in NY state. If you don't see me around on here, that would be why. I should still be able to use my cell fine though. Fingers crossed this doesn't happen.

10-29-2012, 11:07 AM	#7
Trauma Doll Addict Posts: 219 Karma: 1009108 Join Date: Dec 2008 Device: Gave up on PW. Using Kindle Keyboard.	Thanks. I've tried a moderately-detailed email and we'll see how that goes. Sparklemotion, if your 'specialist' was like mine (it wasn't Andrew, but Joy H), and emailed/contacted you directly, then the email address won't take replies, it's a dead address. I'm somewhat concerned because the email Joy sent me with the Cupertino shipping label just doesn't show up anywhere in my return history, and the link from that email to a UPS label is a broken image now. I do have her email noting that the return was in UPS hands and thanking me for shipping it so fast, so I suppose that constitutes proof...

10-29-2012, 06:58 PM	#10
xendula eBookworm Posts: 2,300 Karma: 4525746 Join Date: Aug 2005 Location: East Coast brrrrr Device: Kindle 4B/K ~ Nexus 7 ~ Kindle Paperwhite 1&2 ~ iPad Air	Trauma Doll, I had the same idea as Sparkle: I can ask Amazon Andrew if he cold call you if you give me our phone number to pass on to him. Did you check your bank account, though? Some of my replacements said $0.00 in the bill, so I would not receive a refund for those if I send them back. They actually refunded me money for one by accident, and I had to call them and let them know that they have to take the money back, as I had replacements at home at the time. Also, when Andrew contacted me originally, I wrote back and received a bounce-back email, but he did end up answering it afterwards, so the emails seem to get through to at least some email addresses.