Horrible Amazon customer service. (Now resolved.)

[darryl]

@Purple Lady. So, as I understand it, you have now come out $300 ahead. Charged for both phones, refunded for both phones and now given a $300 credit? If so, as JSWolf said, congratulations.

If this is the case congratulations also to Amazon, who messed things up very badly but have compensated the customer very generously indeed. Once again, it appears that as a general rule at least emailing Jeff produces results. Though I note that so far as i am aware Paul is yet to receive a proper response to his email to Jeff seeking to clarify Amazon's policy on terminated accounts.

[Purple Lady]

Originally Posted by darryl

@Purple Lady. So, as I understand it, you have now come out $300 ahead. Charged for both phones, refunded for both phones and now given a $300 credit? If so, as JSWolf said, congratulations.

If this is the case congratulations also to Amazon, who messed things up very badly but have compensated the customer very generously indeed.

Yep. I don't think they wanted to lose me as a customer. I have had 101 orders the past six months!

The email said that if I decided to buy the phone again that the gift card would cover the cost difference between what I paid and the current price, as well as a little extra for my inconvenience. But I won't buy at the current price.

[darryl]

Originally Posted by Purple Lady

Yep. I don't think they wanted to lose me as a customer. I have had 101 orders the past six months!

The email said that if I decided to buy the phone again that the gift card would cover the cost difference between what I paid and the current price, as well as a little extra for my inconvenience. But I won't buy at the current price.

Good for you! Black Friday isn't that far off. Though you haven't been given any reason to be confident that the right phone would arrive next time.

[Purple Lady]

Originally Posted by darryl

Good for you! Black Friday isn't that far off. Though you haven't been given any reason to be confident that the right phone would arrive next time.

That $300 will be long gone by then, even if I don't decide to buy the phone.

The email did tell me that they corrected the problem so I would get the right phone if I buy it.

[pdurrant]

Good news! Yes, Amazon messed up badly

(1) Labelling the product wrong
(2) Sending the wrong phone again
(3) charging you for the replacement phone
(4) refunding your original purchase
(5) not making an exception and getting you the phone at the original price anyway
(6) Having customer service mess you around several times

But a $300 credit goes a long way, I expect, to making up for their failures. And is a good way for them to acknowledge that they messed up, not you.

[Barbara1955]

Originally Posted by pdurrant

Good news! Yes, Amazon messed up badly

(1) Labelling the product wrong
(2) Sending the wrong phone again
(3) charging you for the replacement phone
(4) refunding your original purchase
(5) not making an exception and getting you the phone at the original price anyway
(6) Having customer service mess you around several times

But a $300 credit goes a long way, I expect, to making up for their failures. And is a good way for them to acknowledge that they messed up, not you.

Yep they made a Lot of mistakes.... tho I expected her complains to fall on deaf ears.
Congrats PL

BTW Paul did you ever hear back from the e-mails you sent [about closed accounts & what happens to the e-books movies etc]??? This thread reminded me of it

[pdurrant]

Originally Posted by Barbara1955

BTW Paul did you ever hear back from the e-mails you sent [about closed accounts & what happens to the e-books movies etc]??? This thread reminded me of it

I got several promises of replies, but no actual reply. Perhaps I should try again.

[darryl]

Originally Posted by pdurrant

I got several promises of replies, but no actual reply. Perhaps I should try again.

Paul. Surely you have taken the hint by now! Amazon is great for a lot of things but seemingly has no intention whatsoever of committing itself on this one. The only failure I know of emailing Jeff. Best of luck.

[HarryT]

Originally Posted by Purple Lady

That $300 will be long gone by then, even if I don't decide to buy the phone.

The email did tell me that they corrected the problem so I would get the right phone if I buy it.

Good outcome. They messed up, and held up their hands and admitted they did. Amazon don't always get things right, but when they do mess up, they generally do apologise in an appropriate manner (ie with a credit).

[Blossom]

$300 That's amazing compensation. I can't think of any other company that would do that. You can get your year of Prime now. $300 Wow!!!

Sent from my XT1528

[JSWolf]

Take a look at this thread. This is a case of Amazon not wanting to close a bogus account.

https://www.mobileread.com/forums/sh...d.php?t=289269

[Purple Lady]

I think one reason my problems got attention so quickly is because of the subject of my email - "Customer service refuses to give me the phone I ordered".

The difference in price between what I paid and the current price is $233, so if I was going to buy it that makes the compensation only $67. But they gave it as a gift card, so if I don't buy the phone then the compensation is $300 which is a lot.

I only bought the phone because of the price. LG only recently allowed the bootloader on the G6 to be unlocked, so this looked like a good deal. There are problems with every phone I want. The Galaxy s8 has still not been rooted, the Oneplus 5 has a jelly effect on the screen, and the Moto Z2 Force that just came out is overpriced. Maybe the new Pixel phones will be better this year.

[copyrite]

Originally Posted by JSWolf

Take a look at this thread. This is a case of Amazon not wanting to close a bogus account.

https://www.mobileread.com/forums/sh...d.php?t=289269

That would be me!

Originally Posted by Purple Lady

I think one reason my problems got attention so quickly is because of the subject of my email - "Customer service refuses to give me the phone I ordered".

I haven't read this whole thread so pardon me for asking but who did you send an email to? I've tried the jeff@ address yesterday and haven't received a reply (does he ever *really* reply?!?).

[Purple Lady]

Originally Posted by copyrite

That would be me!



I haven't read this whole thread so pardon me for asking but who did you send an email to? I've tried the jeff@ address yesterday and haven't received a reply (does he ever *really* reply?!?).

I sent it to the jeff @ Amazon address. I guess getting a reply depends on how serious your problem is.

It wasn't Bezos who replied, but here's the first paragraph in the reply:


My name is *** of Amazon.com’s Executive Customer Relations. Jeff Bezos received your email and I'm responding on his behalf.

[FizzyWater]

Originally Posted by Purple Lady

I sent it to the jeff @ Amazon address. I guess getting a reply depends on how serious your problem is.

It wasn't Bezos who replied, but here's the first paragraph in the reply:


My name is *** of Amazon.com’s Executive Customer Relations. Jeff Bezos received your email and I'm responding on his behalf.

I work for a big company. Complaints to the CEO aren't answered by him, but there is a dedicated group specifically for answering those emails so they get handled right (ideally, the first time without back and forth).