Is there any point in writing to the MD anymore?
Recently, I have sent multiple messages to the MD's office regarding the same issue. Each time, I received only an automated email instructing me to get back in touch if I hadn't received a response within two days. I followed these instructions repeatedly but to no avail. Furthermore, I've noticed numerous discussions on the forum where other sellers have expressed their frustration about not receiving any replies from the MD's office, suggesting that my experience is not merely a case of bad luck but rather a common occurrence. The moderators either completely overlook our concerns, or at best, provide a generic, pre-written response. What exactly is going on? Are we entirely left to fend for ourselves?
Is there any point in writing to the MD anymore?
Recently, I have sent multiple messages to the MD's office regarding the same issue. Each time, I received only an automated email instructing me to get back in touch if I hadn't received a response within two days. I followed these instructions repeatedly but to no avail. Furthermore, I've noticed numerous discussions on the forum where other sellers have expressed their frustration about not receiving any replies from the MD's office, suggesting that my experience is not merely a case of bad luck but rather a common occurrence. The moderators either completely overlook our concerns, or at best, provide a generic, pre-written response. What exactly is going on? Are we entirely left to fend for ourselves?
10 replies
Seller_ZJhFeE3tNKzfh
I’ve only ever got a John Boumphreys team have received your enquiry email. Never hear anything after that.
To be honest, I’ve long since given up attenpting to get things fixed. Focus on what works, focus elsewhere for the things that don’t.
I know that isn’t right, but I feel I’ll live longer this way.
Seller_eqDYatCavSWmz
On occasion they help. On occasions they don't. It's not the MD office anymore, its a separate team like a level 2 Seller Support.
Why Amazon insist on making us jump through so many hoops to get the most simple issues resolved is beyond me, and IMO narrow minded and inefffective.
I miss the days of Seller Support, stating let's escalate to Technical Support or someone from Ireland calling you back.
Seller_h4Q5gMZtEy3ym
I have managed in the past few months to get a response and even elicit some responses from deep within Amazon that seller central support couldn't.
You really need to be thorough in your detail, reference any and all cases you have already opened on the topic, provide as much evidence relevant to your situation, show that you have exhausted all avenues via seller central support, and above all remain unemotional.
I think a lot of people quickly flip out and just shout towards the MD email address, so they probably deal with a lot of noise these days. Frankly Amazon's seller experience drives everyone crazy at some point, but it doesn't help.
I agree that the lack of a reliable escalation path only serves to contribute to the absolutely abysmal level of support Amazon provides sellers, but I'm just playing devil's advocate.
If you look at the posts on the forums, you can see many sellers that are unwilling to even look at the help or read through the university pages and immediately start jumping up and down. This also makes the support situation worse for all of us as it drowns them with junk. Sadly this only encourages Amazon to automate responses, and have copy & paste robots for support.
It feels like the days of finding that random seller central support team member who has the energy, knowledge, and power to actually assist with esoteric issues are gone, and that likely means the MD gets even further flooded.
Frankly, we've found that the level of support depends on which marketplace you're in when you create the ticket. Purely by accident, the best support we've ever had on a truly bizarre catalogue issue actually came when we had the Polish marketplace selected. An amazing support rep with a very Polish name actually took the time to explain what was wrong and found someone internally who could help, and worked with us as a team to find a solution. We felt blessed!
Sellers need to take some more responsibility, but Amazon also urgently needs to deal with the terrible levels of support here. Given the recent surveys appearing in seller central, it seems they might already at least be aware of it.
Seller_1obJSRPh1MeNl
We have very rarely contacted the MD's office in our 13 years on Amazon and received the automated email from them that they have recieved our email. What does happen though after several weeks, the issue we initally emailed about gets "resolved" without us needing to chase them up.
For instance, we had several products removed for being "restricted or prohibited" items. They were not obviously and Seller support were rubbish as usual so we contacted the MD and it got resolved automatically, listings reinstated, violations removed and we did not get a response back from them, we just checked the health page and one day saw them gone and listings reinstated!!
Seller_R8062DghQYb2k
Over the years I have raised various issues via the MD email after failing to resolve via seller support over the years and been directed to an appropriate person/dept for successful resolution.
My last interaction reference the new returns process, only received the automated response.
I am sure we all have examples of poor seller support and appears to be getting worse.
