Horrible Amazon customer service. (Now resolved.)

[Purple Lady]

Originally Posted by Catlady

I would condense this opening section a bit, leaving out some of the specifics since you detail them day by day later. Something like this:

I ordered an LG G6 US997 factory unlocked model on prime day for $449 and received the wrong model phone, which I returned for a replacement. Despite repeated interactions with Amazon customer service, I still haven't been able to receive the phone I ordered at the price in effect when I ordered it. The original order number is 111-2949663-1393040.

Here are the details of my repeated attempts to resolve the issue.

Thank you! I knew there would be more I needed to change.

[Purple Lady]

Originally Posted by Catlady

I would condense this opening section a bit, leaving out some of the specifics since you detail them day by day later. Something like this:

I ordered an LG G6 US997 factory unlocked model on prime day for $449 and received the wrong model phone, which I returned for a replacement. Despite repeated interactions with Amazon customer service, I still haven't been able to receive the phone I ordered at the price in effect when I ordered it. The original order number is 111-2949663-1393040.

Here are the details of my repeated attempts to resolve the issue.

I wonder if I should mention that I received a replacement that was also the wrong model?

[Cinisajoy]

Originally Posted by Purple Lady

I've returned expensive items before, Amazon does this as a courtesy. If you send back a cheaper item, they will simply charge you for it.

I think the catch was the timing.
You may be loyal and wouldn't do anything wrong but on busy days they don't have time to sort the wheat from the chaff.
Between buyers remorse and wrong items, I bet they were dealing with thousands if not tens of thousands complaints that day.

I am with a fairly good size insurance company but it is small here. We had a storm back in June. In less than 5 hours, there were over 200 claims filed just with my insurance company. I know this because I filed on the car in the morning then discovered the truck was also damaged. I made an appointment on July 7 for the car windshield to be replaced. The original appointment was for August 15. We got lucky and the appointment was moved up to July 26.

I can only imagine the volume of calls State Farm and Allstate got that day.

[Cinisajoy]

Originally Posted by Purple Lady

I wonder if I should mention that I received a replacement that was also the wrong model?

Yes..

[Catlady]

Originally Posted by Purple Lady

I wonder if I should mention that I received a replacement that was also the wrong model?

First sentence could read as follows:

I ordered an LG G6 US997 factory unlocked model on prime day for $449 and received the wrong model phone, which I returned for a replacement; the replacement was also the wrong model.

[Blossom]

Originally Posted by Catlady

I would condense this opening section a bit, leaving out some of the specifics since you detail them day by day later. Something like this:

I ordered an LG G6 US997 factory unlocked model on prime day for $449 and received the wrong model phone, which I returned for a replacement. Despite repeated interactions with Amazon customer service, I still haven't been able to receive the phone I ordered at the price in effect when I ordered it. The original order number is 111-2949663-1393040.

Here are the details of my repeated attempts to resolve the issue.

This. What Catlady wrote is perfect. I'd use her example.

I don't really think you need to go into such details about each contact with them. They will have record of all that. All you should care about is getting the correct phone at the correct price.

You don't need all that backstory. Just state the problem like Catlady's example.

Sent from my Nexus 7

[Purple Lady]

Originally Posted by Catlady

First sentence could read as follows:

I ordered an LG G6 US997 factory unlocked model on prime day for $449 and received the wrong model phone, which I returned for a replacement; the replacement was also the wrong model.

I think it's important to state up front that I was told to purchase the phone at the current price if I wanted it, so I added one sentence.


I ordered an LG G6 US997 factory unlocked model on prime day for $449 and received the wrong model phone, which I returned for a replacement; the replacement was also the wrong model. Despite repeated interactions with Amazon customer service, I still haven't been able to receive the phone I ordered at the price in effect when I ordered it. I have been told that I must purchase the phone at a higher price if I still want it. The original order number is 111-2949663-1393040.


Here are the details of my repeated attempts to resolve the issue.

[Catlady]

Originally Posted by Purple Lady

I think it's important to state up front that I was told to purchase the phone at the current price if I wanted it, so I added one sentence.


I ordered an LG G6 US997 factory unlocked model on prime day for $449 and received the wrong model phone, which I returned for a replacement; the replacement was also the wrong model. Despite repeated interactions with Amazon customer service, I still haven't been able to receive the phone I ordered at the price in effect when I ordered it. I have been told that I must purchase the phone at a higher price if I still want it. The original order number is 111-2949663-1393040.


Here are the details of my repeated attempts to resolve the issue.

I think this works. I think I would also pare down the day-by-day details to be as brief and factual as possible--like bullet points.

[Purple Lady]

Originally Posted by Catlady

I think this works. I think I would also pare down the day-by-day details to be as brief and factual as possible--like bullet points.

Brief is a problem for me. I actually had a boss tell me I was too concise and to the point. This affected my raises and bonuses, so I managed to change that over the years. And I was a developer! My code was great, but I guess management wants flowery stuff.

[Blossom]

Originally Posted by Purple Lady

Brief is a problem for me. I actually had a boss tell me I was too concise and to the point. This affected my raises and bonuses, so I managed to change that over the years. And I was a developer! My code was great, but I guess management wants flowery stuff.

Times have changed. People are running a mile a minute these days they want brief and concise now. Include your phone number so they can call you for further information if needed. I agree with Catlady make the rest like bullet points.

Sent from my Nexus 7

[Purple Lady]

Originally Posted by Blossom

Times have changed. People are running a mile a minute these days they want brief and concise now. Include your phone number so they can call you for further information if needed. I agree with Catlady make the rest like bullet points.

Sent from my Nexus 7

Yeah, I will attempt it later this afternoon.

[Catlady]

Originally Posted by Blossom

Times have changed. People are running a mile a minute these days they want brief and concise now. Include your phone number so they can call you for further information if needed. I agree with Catlady make the rest like bullet points.

Sent from my Nexus 7

Yes, and as you said earlier, Blossom, Amazon will have a record of the previous contacts, so a brief summary of each contact will be enough.

Then I think at the end of that, Purple Lady could possibly add a paragraph of actual complaint: I've been a long-time Prime customer, I spend tons of money, I expect better treatment, you wasted so much of my time, etc. I'd try not to overdo it, but it does sound like they screwed up big-time and owe you an apology in addition to a resolution of the problem.

[Purple Lady]

Originally Posted by Catlady

Yes, and as you said earlier, Blossom, Amazon will have a record of the previous contacts, so a brief summary of each contact will be enough.

Then I think at the end of that, Purple Lady could possibly add a paragraph of actual complaint: I've been a long-time Prime customer, I spend tons of money, I expect better treatment, you wasted so much of my time, etc. I'd try not to overdo it, but it does sound like they screwed up big-time and owe you an apology in addition to a resolution of the problem.

I actually have that in the last paragraph. In the doc I'm working with there are a couple of empty lines between, but Tapatalk ignores them.

[janrey]

I think the problem is email. I never email and get great customer service. I usually use chat. This way I can get across what is the issue. For example, recently I ordered a part for my heat pump, it came from a third party seller and stated free shipping. I chose 2 day service and either it wasn't there or more likely I failed to see that they were charging $36 shipping for a $45 part for 2 day USPS. Seriously?? Well I emailed the seller and they refused to adjust at least to a more reasonable amount so I opened a chat line to Amazon. The person was very nice, understood my confusion, looked at my account and then offered a $36 credit for future purchase of an Amazon shipped item good until 2020. I expect I'll used it much sooner than that as I order a lot. Never use email. I think, might be wrong, email is now being done by home workers based on recent advertisements for employment, while those in chat or phone have the ability to quickly go to a supervisor for approvals.

[Xdrenaline]

Originally Posted by janrey

I think the problem is email. I never email and get great customer service. I usually use chat. This way I can get across what is the issue. For example, recently I ordered a part for my heat pump, it came from a third party seller and stated free shipping. I chose 2 day service and either it wasn't there or more likely I failed to see that they were charging $36 shipping for a $45 part for 2 day USPS. Seriously?? Well I emailed the seller and they refused to adjust at least to a more reasonable amount so I opened a chat line to Amazon. The person was very nice, understood my confusion, looked at my account and then offered a $36 credit for future purchase of an Amazon shipped item good until 2020. I expect I'll used it much sooner than that as I order a lot. Never use email. I think, might be wrong, email is now being done by home workers based on recent advertisements for employment, while those in chat or phone have the ability to quickly go to a supervisor for approvals.

I have had very good experiences with Amazon chat but, I have had a great experience by calling them. They have always been great to solve any issues and they usually throw in a free month of Prime. I think I ended up with 3 free months of Prime this last year. I don't think they make it easy to find their number but it is there. Might have to google it.