Amazon 'help' is appalling

[Craig234]

I long ago subscribed to the Washington Post on Amazon, didn't get it to work, called for help and gave up on them. I finally called them again today about it.

Their system didn't have an option for anything close to the issue.

First call, the person asks for the issue and then the call just disconnects, they don't call back.

I call back and tell them that and the person acts very concerned and asks me for the issue. After I explain, he asks to put me on hold 2 minutes. Minutes later, someone else in 'kindle support' gets on the line, with no idea what I'm calling about.

I tell them I don't want kindle support, I never mentioned a kindle. She takes like a minute or 2 to answer almost anything.

She says she's sending me an e-mail because they have no one to talk to. I ask her what's in it, she says how to get help on this. I ask her what the e-mail says about that. She puts me on hold for minutes.

She comes back and it's back to long silence treatments. She puts me on hold again and again.

Here's how the conversation would go:

Me: "I don't want Kindle support. I'm not trying to use this on a kindle, I never said Kindle."
Her: "What device are you trying to read it on?"
Me: "PC browser".
Her:" So you are not trying to use a Kindle?"
Me: "I JUST SAID TWO TIMES I'M NOT USING A KINDLE AND I AM USING A PC BROWSER AND YOU ASK ME AGAIN IF I'M USING A KINDLE? HOW WAS I NOT CLEAR?"
Her: minutes of silence then hold.

I've literally been on hold the entire time I've written this post and still am. It's like a half hour so far.

 

[snoopy7548]

You should be able to just access it from your browser. It's probably not in Amazon's interests or capabilities to troubleshoot your computer over the phone; they're probably only equipped to give you a refund.

 

[soulcougher73]

Their CS has gone to shit over the years. Now that they are king they don’t have to worry about that.

 

[WelshBloke]

I've always found them really good. Then again I use the web chat app thing for support.

 

[Sgt. York]

Amazon rocks and their customer service is second to none!

 

[IBMJunkman]

I just send an email to jeff@amazon.com

I have done this 2 or 3 times. Granted a rep contacts me, not Jeff Bezos. But my problems have been solved.

 

[eng2d2]

is it outsource customer service

 

[pcslookout]

I've always found them really good. Then again I use the web chat app thing for support.

Same here.

 

[Craig234]

I just send an email to jeff@amazon.com

I have done this 2 or 3 times. Granted a rep contacts me, not Jeff Bezos. But my problems have been solved.

I've sent mail to that address, and gotten no help, just a pro forma response.

More bad experiences with them.

 

[Craig234]

Amazon rocks and their customer service is second to none!

Sometimes, it's great, mostly when a refund is needed - but I hear there's a switch that people who cross some line are just 'banned'. Until then, they're pretty good about refunds - but other things are terrible at least sometimes. It's either great or terrible.

 

[ultimatebob]

Their AWS support is pretty good... you're paying for that level of service, though.

 

[purbeast0]

Amazon's help owns. I've gotten many free months of Prime due to it, as well as many issues resolved.

 

[LikeLinus]

Never had a huge problem with their customer service. They've always fixed all small issues I've had. I did have one odd issue before Christmas, but their resolution was very accommodating.

I ordered a desk and it was to be delivered on the 22nd of Dec. On the 22nd I called because the desk was delivered, except for the fact that the desk turned out to be a 4.4 cuft tall mini-fridge! I was here when FedEx called and was like "you delivered the to the wrong address". We both checked, and it was correct. Called CS and they were very apologetic. They told me to go online and pick any desk I wanted that would arrive by the 24th. They would send it and then also send my desk to arrive by the 28th. So basically, 2 for 1 desk.Unfortunately most of the nice desk were arriving after the 24. In the end, I couldn't find a desk that would arrive in time and I liked the other one. So they gave it to me 1/2 price (saved $250!) and told me to just keep the refrigerator ($200). Thankfully the desk was for me and it didn't cause any Christmas issues. So I can deal with a free fridge and 1/2 off a desk. Only had to wait an extra 4 days for the desk!

 

[dave_the_nerd]

So... are you using the Kindle Cloud Reader in your Web Browser?

 

[snoopy7548]

So... are you using the Kindle Cloud Reader in your Web Browser?

No, he's trying to get it working on his Kindle.

 

[Scarpozzi]

No, he's trying to get it working on his Kindle.

He should try doing a hard reset on the Kindle. That fixes 90% of the problems

 

[Dulanic]

Amazon CS rocks, even when it's offshore. They always make things right, even when it's not their fault.

 

[Muadib]

Amazon CS rocks, even when it's offshore. They always make things right, even when it's not their fault.

I agree 100%

 

[Dulanic]

Speak of the devil, I ordered a corsair liquid cooler for delivery. It came today, the tubing was snapped. They are replacing it SAME day. I mean sorry noone can hold a candle to amazon logistics and CS. Between defective item delivery and replacement that's under 12 hours....

It makes me feel bad for competitors because you just can't do that and compete.

 

[Craig234]

Speak of the devil, I ordered a corsair liquid cooler for delivery. It came today, the tubing was snapped. They are replacing it SAME day. I mean sorry noone can hold a candle to amazon logistics and CS. Between defective item delivery and replacement that's under 12 hours....

It makes me feel bad for competitors because you just can't do that and compete.

I agree, that sort of service can be great.

Other case, are terrible.

 

[Mr.IncrediblyBored]

So they fix the problem with your Kindle yet?

 

[Muse]

Amazon rocks and their customer service is second to none!

So they fix the problem with your Kindle yet?

Well, in general it's pretty good. I can usually get someone on the phone pretty quick. The quality of the support is so so, it depends on the issue. I do have a Kindle Paperwhite and have been hooked up to Kindle support lots of times, IIRC, there's a specific number.

I had one issue where the NY Times Latest News wouldn't update regularly. It was an issue for everyone and it was sporadic and very annoying when you expected your current stories. I must have called them 20 times for it. I was probably their biggest complainer. Eventually they just abandoned it and stopped charging me the $2/month, but they never told anyone they were going to do that. Even calling them, they couldn't come up with the truth of what had happened.

 

[Captante]

Much like Newegg, Amazon CS is a far cry from what it once was BUT both are still better then most in my experience.

Really all that is, is a sad commentary about how used to crappy service we've been forced to become.


Zappa did warn us!

 

[DCal430]

Amazon CS is the worse. I had them lose my items during shipping and refused to refund me or ship me a new item, until multiple days of complaints.

It was shipped and sold by Amazon. The courrier was Amazon it self. The item was not delivered because it went missing from when it left the warehouse to the courrier. Amazon told me I had to wait for them to locate the missing item or 7 business days. After three days of me calling and complaining, I posted on FB what happen they contacted me and finally agrees to ship me a new item. Over $200 worth of items plus $10 almost for next day they only gave me $25 credit.