Amazon Customer Support responses to Cases
When I open a case with Amazon Customer/Seller Support, they always email asking for more information even when what they're asking for was provided in the original support request.
RECENT EXAMPLE: CASE ID 14665132721
This wastes our time. I'm sure Amazon pays a 3rd party service good money to respond to service requests. The 3rd party business seems to just automatically respond, asking for more information.
If the seller doesn't respond fast enough, they close the Case as "Resolved". That probably gives them nice metrics but it's a lie. In fact, it's unresolved and has just caused the customer a delay in a resolution and frustration.
Amazon, please be aware this is happening and do something to improve this support issue/delay.
Amazon Customer Support responses to Cases
When I open a case with Amazon Customer/Seller Support, they always email asking for more information even when what they're asking for was provided in the original support request.
RECENT EXAMPLE: CASE ID 14665132721
This wastes our time. I'm sure Amazon pays a 3rd party service good money to respond to service requests. The 3rd party business seems to just automatically respond, asking for more information.
If the seller doesn't respond fast enough, they close the Case as "Resolved". That probably gives them nice metrics but it's a lie. In fact, it's unresolved and has just caused the customer a delay in a resolution and frustration.
Amazon, please be aware this is happening and do something to improve this support issue/delay.
30 replies
Seller_XSqPquQH4FvW1
This is normal at Amazon. Customer "support" wants you to stop bothering them and go away.
Seller_4zBzdtgCyS9EI
@SEAmod
It's just sad......I mean seriously......support will soon be nothing but the laughter (and anger) of the internet. Waiting for some good meme's to circulate on facebook, reddit and all over the world.........
Seller_pM8JBB0f7spt1
No worries. When I am about to call or email Amazon support, I make sure my therapist is on the other line and get a xanax after done.
However If you are able to go the the next level of the support there are many smart, knows what they are doing and helpful people. I personally thank those who resolved my issues and even advised me for the next steps.
Seller_1Q3hNwblGUD9X
AMZ CS wants you to "give up" and stop trying to fix an issue.
Seller_dSbmiRgFdRA1S
Oh Wait, have you tried emailing them about Feedback Removal! That is a good time! Here is how it goes....
Open feedback removal, AMZ says "This does not meet our requirements for removal." If you need more help, open a case. Open a case, "We see how frustrating this is, but we cannot review it because you did not use Feedback Removal tool. You must use Feedback removal or we can't see it."
Me: "Yes, I did use feedback removal tool. You removed two items exactly like this one, but will not remove this one, why?"
AMZ: "We are so sorry, we see how this affects you as a seller. We are happy to help you, but you need to open the case in Feedback Removal Tool."
Me: "Yes, I understand, I did that, I am trying to escalade this"
AMZ: "Ok, we are happy to help you, but you have to use the Feedback Removal Tool."
Me: "I did, and I need more help. The Feedback Removal Tool says if you need more help to open a case."
AMZ: "Sure, you need more help, want to speak to a supervisor, we are so happy to help you, you have to go to Feedback Removal Tool."
Me: "Ok, how do I do that if I already have used it?"
AMZ: "We see you used Feedback Manager Tool and need more help, you have to use the Feedback Removal Tool."
Me: Why do I even bother?
Opened 4 cases using Feedback Removal Tool and 8 more to tell them I still need help, just to be told to use Feedback Removal Tool." Thanks Amazon.
Seller_ItzmQ2WaIKQN3
email Support team is always like this. For Faster and proper solution i suggest to go for phone-call option. In that if they ask such stupid question then you can immediately tell them to stop manipulating you and give you proper solution and strictly told them to escalate case.
Seller_Xz5OUzrOYZyqj
They are all robots, they will reply w what they have been coded before, if you need a concrete reply, code them first. How to code them? Ask Jeff how.
Seller_ADFTt33ySd92g
I've had a At risk of deactivation on my front page for over a year. Have a perfect slate, and submitted new information on why and still get the same reply:
-- Greater detail on the root causes of your restricted product violations, including the specific product type and policy violated.
-- Greater detail on the steps you have taken to ensure that no restricted products are listed on your account in the future
Still have no reason why this is on there. Emailed a dozen times. Talked with three Amazon support reps. All three hung up on me.
So yea. I gave up
Seller_VLB93SOhkHsZs
Part of their game, should be a lawsuit
Seller_3wzBczgcWe0Ch
I have had some responses from SS that were close to the right answer, I've had some bizarre answers that would likely get my account suspended and I have had some flat out wrong answers.
Do you want to know what answer I have never once gotten from SS on their first response?
A correct answer and actual resolution for the issue. Not once.
Amazon really needs to understand that most sellers from these parts are not going to create a case asking for assistance with a problem in which the answer can be found within the help pages. This means responding with help page responses is not going to assist the seller.
I do not know what the record is but one case that I just was not going to let go had over 150 messages back and forth between SS and myself over a 3 month period in which I was trying to get a completely bogus shipping adjustment disputed and returned to me. I was in an endless loop of having case transferred to a non existent team that will get back to you but never does. They told me they dont reimburse sellers for this, they told me if I did not have any returns then there wouldn't be any return shipping adjustments, they told me their decision was final and to stop reopening the case, they told me i was in violation and would lose SS access if I continued asking about this, they told me to file a safe t claim, they told me this order was not eligible for a safe t claim, they told me to contact the customer thru messaging and ask them to pay for the adjustment, they told me to dispute directly with the carrier, they told me i could not dispute with the carrier, they told me they could not dispute with the carrier, and on and on and o n
