Are support real or robots or a mixuture?
They just seem to get worse - and in this case ask for irrelevant screen shots only to come back with incompatible solutions which prove that the question has not been understood
Is there a way of forcing a question to be looked at by human that can actually do things?
They just seem to be in a race to close cases as fast as possible with pin the tail on a donkey answers that are wide off the mark.
Are support real or robots or a mixuture?
They just seem to get worse - and in this case ask for irrelevant screen shots only to come back with incompatible solutions which prove that the question has not been understood
Is there a way of forcing a question to be looked at by human that can actually do things?
They just seem to be in a race to close cases as fast as possible with pin the tail on a donkey answers that are wide off the mark.
0 replies
Seller_ZQyopdiwkUHOZ
I think some things are robots, but I think the majority are humans who are poorly trained, expected to help in multiple languages (none of which might be there own), and so restricted by how the rules set for them let them reply/assist that it gives the impression that they're all robots.
They pretty clearly have a set of templates to work from and only pick up on keywords to find and reply with what seems to be the most fitting template.
I'd also be surprised if their wage wasn't calculated (at least in part) by the number of cases they are able to close, which would incentivise them responded with any old nonsense and as quickly and inattentively as possible to get on to the next case.
Seller_5FS2nWK3C8Hrd
Hi even the human support is robotic.
Definitely agree with @Seller_ZQyopdiwkUHOZ
"They pretty clearly have a set of templates to work from and only pick up on keywords to find and reply with what seems to be the most fitting template."
you just need to know what key words to write that will get through to them
Seller_PTena7LrLt9Wh
Whoever you get has no Brain, you would be better off talking to yourself.
I have had enough of seller no support whatsoever
Seller_i38MVIJDH23AY
I have the same view on this as I do about the other ongoing big topic.
If Amazon wanted this fixed it would be fixed or at the very least we would be seeing improvements.
It is impossible to believe that the decision makers at Amazon are not aware of how awful it it.
Unfortunately the bad service is 'a design feature'.
Seller_McQd0crFOrCJS
they act like robots. They just don't have enough training to resolve the issues. They will come up with same reply again and again. Its really difficult to get a satisfactory resolution from seller support.
Seller_fLViBrSW573Aj
I do everything in my power to avoid contacting seller support as it's quite possibly the worst customer experience in existence, which is ironic for a company that claims to be customer focused.
When i do muster up the willpower to contact them, i find you need to reply several times to their garbled, nonsense responses before the bot gives up and you get a human (or something close). Even then you still need to respond several times before the alleged human wakes up and actually reads the message.
So - dont waste your time on a detailed first ticket. Put the bare minimum detail to get a bot response. Repeat that a few times and eventually, if its your lucky day, you might actually get a human response. Your mileage may vary.
Remember - Amazon do not want to help you unless you are very, very persistent.
Seller_X3qqBVJDaedhL
Ive just posted a nightmare im having myself and OMG come across this forum. These add more stress to me than anyone ever.
Have you all seen there trustpilot reviews at 1.2 overall and its the same theme of complaints and i have experiencing the same. Surely Amazon being so big they must be able to support some better form of agents to be trained. Its atrocious
Seller_7pTs15IYXmTOB
Love the expression.
Seller_7pTs15IYXmTOB
I will not be excusing them and putting it all down to AI or robot.
I will firmly park all blame on seller support under-performance and grossly poor site management.
There is an infrastructure exclusively for seller support. However, seller support are more focused on clocking up numbers, which could be a target to meet, than actually ensuring resolution. They wrongfully think that closing down a case = resolution. Many of them have very poor comprehension skills along with poor work ethics.
But they are sleepwalking into non existence with AI, software taking over in the near future. They just don't know that haha as Richard Dreyfuss says in Jaws.
This morning I opened a case. Knowing seller support, who refuse to be pro-active, and want to be spoon fed, I posted screenshot, spelt out the charges, time and date and even instructions on how I expect them to resolve the case. Guess what, they come back to me and ask me exactly that "Gimme charges and date and a screenshot". I was massively beyond frustration and I instantly forwarded this directly to UK management and US management to demonstrate the waste of resources having to deal with UK seller support.
So you see, this is just plain callousness, lack of interest in seller, their business, platform, poor work ethics and exceptionally poor site management who thinks it is ok to handwave and go on to take another case. Why would I want to absolve them of their duties and then blame it on ai and robot.
These are indeed human seller support. However the execution of seller support infrastructure is dysfunctional. They think they can hit targets only by posting some scripts and rushing to pick the next one. Why do they have targets. To make sure that they are focused on work and not taking selfies, chatting over phone or gossiping at desk and to address clients issues. However clearly their site management is weak, training poor, misinterpreted policies. Seller support hides behind every policy. If you point out any blessed listing related issue, they would chant "Brand""Brand" and hide behind it. They don't want to work on it, it is so much convenient hiding behind policies that are misinterpreted in such a way that they can convenient close case and go away.
So right now, they are copying and pasting scripts or pushing a button when they pick on a phrase or word. AI and robotics haven't quite taken over. I would have more faith in AI and think we could manipulate them but not seller support who are completely disinterested in working on a case and are a problem, than support.
Seller_QgnlRdJJaJLON
To review Seller Support, search for "trustpilot amazon seller support"
Any review you post cannot be worse than what is on their already !!
Amazon should take care of sellers - a duty of care.
