Horrible Amazon customer service. (Now resolved.)

[barryem]

I agree with Blossom. I suggest abandoning what you've written and beginning from scratch, explaining what happened in the beginning, quickly summarizing everything after that and then explaining where things stand now. I would keep it all very simple and use as few words as possible without losing clarity. And I would leave out all mention of your frustration and emotions.

Also I think If you can I'd handle this either on the phone or in chat. I've found that their email support is far less useful. The people on the other end of the phone or chat will be thinking about how to help you with your problem. People reading emails are usually most concerned with getting to the next email.

If the first person you talk with doesn't help, wait a day and begin again with someone else. I sometimes get someone less capable of understanding problems than most.

Also it's worth calling during business hours Monday through Friday. They seem to have their best people there then. And don't be afraid to ask to speak to a supervisor if you don't seem to be getting anywhere with the person you're talking with.

From your description you have a valid issue and it's exactly the sort of thing that Amazon, and most other companies, are eager to fix. Don't let your emotions get in the way.

Barry

[PeterT]

prime member for decades

As far as I know, Prime started in 2005, so decades is not really accurate

[JSWolf]

You should state the problem simply. Also state that you want the phone you ordered at the price listed at the time you ordered it.

[Cinisajoy]

Originally Posted by Purple Lady

I've just done a pretty big rewrite, so for those who love to correct people you can do it again!

Your latest one makes positively no sense.
I do not love correcting people so I guess I can't help you.

Ok, since I really have nothing better to do (aka procrastinating cleaning the kitchen), I shall attempt to help you.

[Dazrin]

First, if you can call them, do so. I have gotten much better responses when I have called them than when I have used just email. Especially as a prime member.

If you don't get this resolved that way, here are my comments on the email:
I know the OP has been edited but when reading just what is in the OP now, there is not enough information included to get this resolved.

Do you have the first phone still? If not, did you send it back on your $ or did they give a shipping label? What specific model did you order and what exactly did you receive? How and when did you contact them when you realized it was the wrong phone? What did they say? Did they send the replacement prior to receiving the original phone back or did they wait to send it to you until they had received it? What was the second phone you received? And on and on.

As Barry and Blossom said, an outline of exactly what happened is useful here.

Also, in your introduction you say "I have been a prime member for decades and ..." but since Prime was only introduced in 2005 the longest you could have been a member is 12 years, not "decades". Exaggeration is ok sometimes but when you are trying to get something like this resolved it doesn't help. Stick to the facts and make sure you don't omit the pertinent points.

[Catlady]

As I read it, I'm not exactly sure what resolution you're asking for, nor exactly what you want Amazon to do about the "original problem," by which I assume you mean sending you the wrong phone in the first place?

I think you need to state right up front, briefly, the current issue and the desired resolution. Then you can go through the history and document what was and wasn't addressed in your various contacts with Amazon.

I sympathize; I had an issue with Amazon over a Prime Day purchase I wanted to exchange, and because of different non-sale pricing, it took several chats and calls to resolve what should have been a no-brainer.

P.S. I also agree with others who have stated that a phone call is the best avenue to use.

[Cinisajoy]

Ok I copied your letter into a doc so I can refer to it while I type. Always include order# and date so they can look it up quickly.

Mr Bezos,
I have been a prime member and enjoyed Amazon's customer service for years. I was a bit surprised when I encountered a problem with (Order #), that I received on (date). I ordered (model #), but received (different model#). I contacted customer service by phone on this (date). They sent the wrong model again and charged for the replacement at the current price. They did refund the replacement money on (date). They said they would give me a $5 credit for my trouble but I received a refer-a-friend App credit which I cannot use. I sent this phone back and they did refund my money on (date).
Can you please fix the credit for me?
Can you also look into how many wrong phones were sent out?
Thank you in advance,
Name
Address or e-mail address.

[Purple Lady]

Originally Posted by Cinisajoy

I think the problem isn't the two states, it is most of the time we all think emotionally. Lately mine are cranky or whiny.

Now on your resolution, in a dream world, what would you want from Amazon?
Apart from obviously the cost of phone and shipping costs you may have incurred?
What else could/can customer service do to make you happy?

The cost of the phone is currently $549. I bought it at $449. I wouldn't think they would go for that. Hubby just suggested a year of prime.

[Purple Lady]

Originally Posted by barryem

I agree with Blossom. I suggest abandoning what you've written and beginning from scratch, explaining what happened in the beginning, quickly summarizing everything after that and then explaining where things stand now. I would keep it all very simple and use as few words as possible without losing clarity. And I would leave out all mention of your frustration and emotions.

Also I think If you can I'd handle this either on the phone or in chat. I've found that their email support is far less useful. The people on the other end of the phone or chat will be thinking about how to help you with your problem. People reading emails are usually most concerned with getting to the next email.

If the first person you talk with doesn't help, wait a day and begin again with someone else. I sometimes get someone less capable of understanding problems than most.

Also it's worth calling during business hours Monday through Friday. They seem to have their best people there then. And don't be afraid to ask to speak to a supervisor if you don't seem to be getting anywhere with the person you're talking with.

From your description you have a valid issue and it's exactly the sort of thing that Amazon, and most other companies, are eager to fix. Don't let your emotions get in the way.

Barry

Apparently I don't can't summarize very well. Illness can kill your brain power.

I started trying phone and chat before I went to email. I'd have to have hubby call if it's going to be the phone. Even if I have everything written down in front of me, I won't be able to remember.

This email I was planning to send straight to Bezos. The CS reps I've been getting are worse than incompetent - they seem like they don't care.

[Purple Lady]

Originally Posted by PeterT

As far as I know, Prime started in 2005, so decades is not really accurate

It seems that long. Does anybody know how to look up when you first started?

[Purple Lady]

Originally Posted by Cinisajoy

Your latest one makes positively no sense.
I do not love correcting people so I guess I can't help you.

Ok, since I really have nothing better to do (aka procrastinating cleaning the kitchen), I shall attempt to help you.

I do appreciate the help.

[Purple Lady]

Originally Posted by JSWolf

You should state the problem simply. Also state that you want the phone you ordered at the price listed at the time you ordered it.

That's actually what I have been trying to do. Like I said illness really screws up your brain.

[Cinisajoy]

Originally Posted by Purple Lady

The cost of the phone is currently $549. I bought it at $449. I wouldn't think they would go for that. Hubby just suggested a year of prime.

Let me see if I have this straight,
You bought a phone, they sent the wrong one. You returned said phone or did they send you a replacement and then you returned the phone. (The second one is common to get billed and then when they get the first one back they refund the second order). Understandable too since you have two of their items at the moment.
It was wrong too so you just called to return it.
When did they offer the $5 credit?

So now you just want the cost of the phone or $100 worth of Prime. May I ask why?
Because they don't have the phone you want? Or you just can't get it at the price you wanted?
Because they billed you for the replacement until they got the first one back?
I am really confused.

[Cinisajoy]

Originally Posted by Purple Lady

That's actually what I have been trying to do. Like I said illness really screws up your brain.

See post 22 for your unscrewed brain.

[Purple Lady]

Originally Posted by Dazrin

First, if you can call them, do so. I have gotten much better responses when I have called them than when I have used just email. Especially as a prime member.

If you don't get this resolved that way, here are my comments on the email:
I know the OP has been edited but when reading just what is in the OP now, there is not enough information included to get this resolved.

Do you have the first phone still? If not, did you send it back on your $ or did they give a shipping label? What specific model did you order and what exactly did you receive? How and when did you contact them when you realized it was the wrong phone? What did they say? Did they send the replacement prior to receiving the original phone back or did they wait to send it to you until they had received it? What was the second phone you received? And on and on.

As Barry and Blossom said, an outline of exactly what happened is useful here.

Also, in your introduction you say "I have been a prime member for decades and ..." but since Prime was only introduced in 2005 the longest you could have been a member is 12 years, not "decades". Exaggeration is ok sometimes but when you are trying to get something like this resolved it doesn't help. Stick to the facts and make sure you don't omit the pertinent points.

I've done calling, chat and email, each one has screwed up more.

I keep forgetting to put the original order number.

I no longer have either phone, I received my refund for the replacement which should have been free 3 or 4 days ago. I received the refund for the original phone yesterday. I was not supposed to get a refund, I was supposed to get a replacement.

I received the same phone each time. A Tmobile LG G6. I was supposed to get the US997 model which is the US unlocked version. I didn't pay to send either back. There are also a lot of complaints of people who have the same problem. Some kept the phone but that will not work for me.

I wasn't trying to exaggerate how long I've had the prime, it seemed like it was that long.