Amazon.com Chat Support was as Slow as Molasses
So, I received the wrong item from Amazon.com today.
I tried to use Amazon’s automated web-based system to ask for an exchange, refund or return. So I spent about 15 seconds getting the information entered into the automated system, but then I found that I would have to contact Amazon directly.
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...this is going to be difficult, isn't it...
So, I selected the order that I was having problems with, and I needed to select the product I was having problems with.
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..ok...here's all this information for a second time...
Let’s go to the chat…where I went around the block of having to guess that the chat support selected the right order number? Um. Ask me about the specific product and the specific order I already sent you. You’re wasting my time by being lazy, or your script is designed to be that time consuming. The questions were asked and answered already. Really. The chat discussion was the third time.
My exchange with their Chat support took over 8 minutes. Look at the bottom to find the end result. Really I probably covered everything in 15 seconds.
You are now connected to Nagalakshmi from Amazon.com.
Me:I received the incorrect item, I would like it replaced with the correct one.
Nagalakshmi:Hello, my name is Nagalakshmi. I’ll be happy to help you today.
I’m sorry to hear about this. [/fusion_builder_column][fusion_builder_column type=”1_1″ background_position=”left top” background_color=”” border_size=”” border_color=”” border_style=”solid” spacing=”yes” background_image=”” background_repeat=”no-repeat” padding=”” margin_top=”0px” margin_bottom=”0px” class=”” id=”” animation_type=”” animation_speed=”0.3″ animation_direction=”left” hide_on_mobile=”no” center_content=”no” min_height=”none”][pause]
Are you referring to order #002-4969658-3414659?
Me:probably
I don’t have the order numbers memorized [pause]
Nagalakshmi:Can you provide me the name of the item you received wrong.
Me:Argh. I already went through this once on the website.
March 26, 2011
Order #002-4969658-3414659 View Invoice
Shipped (Shipment 1)
Delivery Estimate: March 29, 2011
Replacement Dyson Vacuum Upholstery Tool DC07 DC14
That’s what I ordered
that’s not what I received [pause]
Nagalakshmi:I’m sorry to hear about this.
I see that this order was placed with one of our sellers, “MoreQualityLessMoney”
As we do not have the inventory for the seller items, I’m unable to send you the replacement order. [long pause]
Me:…continue [long pause]
Nagalakshmi:Instead, I will request refund for this order , Please return the wrong item you received and place a new order for the item you want.
Me:ok
is that all? [long pause]
Nagalakshmi:I’ve requested refund for the order. The amount will be credited in your account within 2-3 business days. [pause]
may I know the wrong item you received.
Me:dyson swivel head dusting brush [pause]
… [long pause]
Nagalakshmi:Please save the below link and follow the instructions on the label to return the order:
http://www.amazon.com/gp/orc/rml/DJRTKRPhRRMA
Me:is that all
you’re killing me on how long this is taking [pause]
Nagalakshmi:I’m sorry for the inconvenience caused.
Me:that just takes mor time
*more [pause]
Nagalakshmi:Is there anything else I can help you with today? [pause]
Me:not if you’re done with everything I need to return the incorrect item
having not heard anything more, then yes we’re done [pause]
Nagalakshmi:Thank you for contacting Amazon. We hope to see you again. Have a great day.
Me:that took 8 minutes for you to tell me you couldn’t replace the item because it came from a third party seller, to ask me to reorder the item, to process the refund, and to get me return instructions
that’s way too long
Nagalakshmi:I was providing you the details Brandon .
Me:yep, and I typed out everything that was needed in under 30 seconds. which I had already done once on the Amazon.com website.
And now, because someone pulled and shipped the wrong item, and I’ve wasted 10 minutes trying to arrange for an exchange, refund or return, I now have the pleasure of spending more time to take the item to a UPS drop-off location to send it back. (The original item cost $9.49.)
The molasses, it might’ve moved a bit.[/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]
