Amazon CS - people or BOTS

stumped · 07-04-2017, 10:45 AM

an amzon question, not a fire tablet question as such:
I have for weeks been askgin them to fix missing captions on some shows
& I ahve a huge collection of IDENTICAL replise, like this.
ar these bots, or mornoic cut and pastes. how do I cut through / escalate as I have dozens of these over 5 weeks, all relating to the same topis:

"I'd like to advise that your query is still being investigated.

I’ve followed this up with the technical team to update us with a resolution as soon as possible.

Please accept my apologies for this delay. Although we try to complete our research within 1 to 2 business days, sometimes it may take slightly longer. Please be assured that we shall contact you shortly with further information.

Thank you for your continued patience and understanding in this matter. "
from a variety of bots?. some have appeared multiple times . the cast includes..

Warmest regards,
Huwaida H.

Warmest regards,
Joseph GS

Warmest regards,
Neelima

Warmest regards,
Uma R

Warmest regards,
Ahmed J.

Warmest regards,
Raja vinothini.D

Warmest regards,
Sarin S

Cinisajoy · 07-04-2017, 11:01 AM

In other words,
We looked into this and there is nothing we can do at the moment. We will contact you if anything changes.
How to escalate: use the call feature if you are in the US. I am assuming you are emailing.

Silly question: are you asking the same question?
If yes, then expect same answer.

stumped · 07-04-2017, 11:56 AM

PS - so I wrote to CS reply asking why "do I keep getting these identical responses and is anyone actually reading what i write."

I get back.... guess...

another identical one

with warmest regards

my question here is - are these automatically generated robo replies. as that is what it looks like?

I could use the call me option ( in UK) but past experience of using that is that someone will listen and appear to take notes but nothing will actually happen, and that any call, like any email goes to some randomly selected bod who has not read the history - there is no continuity- no way to follow up.

It's the deception that annoys, if they owned up and said" yes, we are missing a bunch of captions - live with it", then maybe I would but the constant assurances that "We are looking into it" is what grates.

I am re-raising the same issue yes, that in The Great Courses channel there are many show listed as " with captions" where some the cations are missing. I've told them exactly to check - you go to the amazon page for each course, scroll down the episodes list and you see that some have "cc" some don't. it is strange that only some are not missing- that suggests sloppy set up rather than unavailabe, but I've been banging on about it for weeks and am getting nowhere
Is it not a device issue, as proved by checking the web page listings and by trying different devices to view.

JSWolf · 07-04-2017, 01:41 PM

I don't email Amazon CS. I call and speak to someone.

stumped · 07-04-2017, 01:47 PM

One advantage of mail is that you can include specific url links to supporting evidence at their Web site.
Like
https://www.amazon.co.uk/gp/video/de...&pf_rd_t=12806
Which is not something you'd want to dictate over the phone
That is a course detail, page proving that some episodes have no captions.

Another is that it creates an evidence trail for the summary email to Jeff at amazon, which will be the next step.
I have not found calling to be any more effective than mail. You still get a random unconvincingly over friendly 1st line cs who has not read the case notes, maybe with an incomprehensible accent also. Maybe the usa experience is better. I don't think the UK site has cs based in my country.

Cinisajoy · 07-04-2017, 05:26 PM

Quote:

Originally Posted by stumped

One advantage of mail is that you can include specific url links to supporting evidence at their Web site.
Like
https://www.amazon.co.uk/gp/video/de...&pf_rd_t=12806
Which is not something you'd want to dictate over the phone
That is a course detail, page proving that some episodes have no captions.

Another is that it creates an evidence trail for the summary email to Jeff at amazon, which will be the next step.
I have not found calling to be any more effective than mail. You still get a random unconvincingly over friendly 1st line cs who has not read the case notes, maybe with an incomprehensible accent also. Maybe the usa experience is better. I don't think the UK site has cs based in my country.

All I can say is good luck.

Little.Egret · 07-21-2017, 06:18 PM

Quote:

Originally Posted by stumped

One advantage of mail is that you can include specific url links to supporting evidence at their Web site.
Like
https://www.amazon.co.uk/gp/video/de...&pf_rd_t=12806
Which is not something you'd want to dictate over the phone
That is a course detail, page proving that some episodes have no captions.

Another is that it creates an evidence trail for the summary email to Jeff at amazon, which will be the next step.
I have not found calling to be any more effective than mail. You still get a random unconvincingly over friendly 1st line cs who has not read the case notes, maybe with an incomprehensible accent also. Maybe the usa experience is better. I don't think the UK site has cs based in my country.

I use and recommend the online chat since it allows both pasting in URLs and other evidence and provides a transcript afterwards.

stumped · 07-22-2017, 12:31 AM

thanks - did not know about the cut and paste.

PS not sure if it is still possible to email Jeff Bezos,to escalate.

Based on an old aarticle, I sent a message to jeff@amazon.com but nothing happened ?

anyone know if / how that can be done nowadays ?

tomsem · 07-22-2017, 12:29 PM

Fire tablet has screen sharing feature (at least in US). If you initiate the call from the Fire (call me option), you can show them the problem in real time. Assuming it is a problem you are having on the Fire.

I only email with suggestions, not problems. Or problems I don't expect a quick solution for.

I have had horrible chat sessions with Amazon CS. I'd rather talk, you get their full attention that way (the chat people are multitasking).

07-04-2017, 10:45 AM	#1
stumped Wizard Posts: 3,305 Karma: 10259306 Join Date: May 2016 Device: kobo forma, Kobo Libra, Huawei media Tab, fire HD10, PW3 HDX8.9,	Amazon CS - people or BOTS an amzon question, not a fire tablet question as such: I have for weeks been askgin them to fix missing captions on some shows & I ahve a huge collection of IDENTICAL replise, like this. ar these bots, or mornoic cut and pastes. how do I cut through / escalate as I have dozens of these over 5 weeks, all relating to the same topis: "I'd like to advise that your query is still being investigated. I’ve followed this up with the technical team to update us with a resolution as soon as possible. Please accept my apologies for this delay. Although we try to complete our research within 1 to 2 business days, sometimes it may take slightly longer. Please be assured that we shall contact you shortly with further information. Thank you for your continued patience and understanding in this matter. " from a variety of bots?. some have appeared multiple times . the cast includes.. Warmest regards, Huwaida H. Warmest regards, Joseph GS Warmest regards, Neelima Warmest regards, Uma R Warmest regards, Ahmed J. Warmest regards, Raja vinothini.D Warmest regards, Sarin S

07-04-2017, 11:56 AM	#3
stumped Wizard Posts: 3,305 Karma: 10259306 Join Date: May 2016 Device: kobo forma, Kobo Libra, Huawei media Tab, fire HD10, PW3 HDX8.9,	PS - so I wrote to CS reply asking why "do I keep getting these identical responses and is anyone actually reading what i write." I get back.... guess... another identical one with warmest regards my question here is - are these automatically generated robo replies. as that is what it looks like? I could use the call me option ( in UK) but past experience of using that is that someone will listen and appear to take notes but nothing will actually happen, and that any call, like any email goes to some randomly selected bod who has not read the history - there is no continuity- no way to follow up. It's the deception that annoys, if they owned up and said" yes, we are missing a bunch of captions - live with it", then maybe I would but the constant assurances that "We are looking into it" is what grates. I am re-raising the same issue yes, that in The Great Courses channel there are many show listed as " with captions" where some the cations are missing. I've told them exactly to check - you go to the amazon page for each course, scroll down the episodes list and you see that some have "cc" some don't. it is strange that only some are not missing- that suggests sloppy set up rather than unavailabe, but I've been banging on about it for weeks and am getting nowhere Is it not a device issue, as proved by checking the web page listings and by trying different devices to view. Last edited by stumped; 07-04-2017 at 12:05 PM.

07-04-2017, 01:47 PM	#5
stumped Wizard Posts: 3,305 Karma: 10259306 Join Date: May 2016 Device: kobo forma, Kobo Libra, Huawei media Tab, fire HD10, PW3 HDX8.9,	One advantage of mail is that you can include specific url links to supporting evidence at their Web site. Like https://www.amazon.co.uk/gp/video/de...&pf_rd_t=12806 Which is not something you'd want to dictate over the phone That is a course detail, page proving that some episodes have no captions. Another is that it creates an evidence trail for the summary email to Jeff at amazon, which will be the next step. I have not found calling to be any more effective than mail. You still get a random unconvincingly over friendly 1st line cs who has not read the case notes, maybe with an incomprehensible accent also. Maybe the usa experience is better. I don't think the UK site has cs based in my country. Last edited by stumped; 07-04-2017 at 01:51 PM.

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07-04-2017, 11:01 AM	#2
Cinisajoy Just a Yellow Smiley. Posts: 19,161 Karma: 83862859 Join Date: Jul 2015 Location: Texas Device: K4, K5, fire, kobo, galaxy	In other words, We looked into this and there is nothing we can do at the moment. We will contact you if anything changes. How to escalate: use the call feature if you are in the US. I am assuming you are emailing. Silly question: are you asking the same question? If yes, then expect same answer.

07-04-2017, 01:41 PM	#4
JSWolf Resident Curmudgeon Posts: 73,975 Karma: 128903378 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	I don't email Amazon CS. I call and speak to someone.

07-22-2017, 12:31 AM	#8
stumped Wizard Posts: 3,305 Karma: 10259306 Join Date: May 2016 Device: kobo forma, Kobo Libra, Huawei media Tab, fire HD10, PW3 HDX8.9,	thanks - did not know about the cut and paste. PS not sure if it is still possible to email Jeff Bezos,to escalate. Based on an old aarticle, I sent a message to jeff@amazon.com but nothing happened ? anyone know if / how that can be done nowadays ?

07-22-2017, 12:29 PM	#9
tomsem Grand Sorcerer Posts: 6,478 Karma: 26425959 Join Date: Apr 2009 Location: USA Device: iPhone 15PM, Kindle Scribe, iPad mini 6, PocketBook InkPad Color 3	Fire tablet has screen sharing feature (at least in US). If you initiate the call from the Fire (call me option), you can show them the problem in real time. Assuming it is a problem you are having on the Fire. I only email with suggestions, not problems. Or problems I don't expect a quick solution for. I have had horrible chat sessions with Amazon CS. I'd rather talk, you get their full attention that way (the chat people are multitasking).