Seller Support responses becoming worse
I am finding more and more that Seller Support don't understand what I am asking (I have been selling for 8 years, I know my way around, so if I am asking them something, it's outside of the norm).
I constantly receive answers back that are a cut and paste "the nearest thing they can find" to answer the question. Quite often, there is no evidence of any manual writing whatsoever.
It achieves nothing. It doesn't solve my problem. It wastes my time and theirs (although they are getting paid for writing /sending, whereas I am not getting paid to read their useless reply and start again.
Many times after the hold music there is a beep that they are answering, and then it's blank. No one at the other end, then some time later I get an email "sorry we were unable to complete the call". Again, waste of my time, but they are being paid for this time taken to apologise to me.
Back to the original point. As an example, I asked a buyer to close and reopen a return request since they had used the wrong reason and it was coming through as "seller at fault", when in fact it was a change of mind/no longer required. They closed it. But they haven't reopened yet.
I asked SS a simple question. I sort of knew the answer already. What happens if they reopen after 30 days (the first was opened on day 22). The first reply focused on A-Z claims and was a cut and paste. I told them the answer was irrelvant. The second was about return costs and fees. Also a cut and paste.
Bearing in mind the size of Amazon, and the money they have available to try to keep both the buyers who make them profit and the sellers who make them profit, WHY are we stuck with such a poor service? Telephone calls of 20 minutes where the associate fully understands the issue, end up going "to the relevant department" and these waste of time library emails come through at some point later. It's as if the current training of seller support is "find the nearest answer in the database and send it". There is very little in the way of manual response going on any more.
Like with the airlines, you wonder what else they have in waiting to screw you down more..... who else is experiencing this? To the employees of Amazon who may read this, SS needs a serious overhaul, unless the plan is to offer an almost robotic basic service just to show you are doing something, which rarely solves the issues being requested of it.
Seller Support responses becoming worse
I am finding more and more that Seller Support don't understand what I am asking (I have been selling for 8 years, I know my way around, so if I am asking them something, it's outside of the norm).
I constantly receive answers back that are a cut and paste "the nearest thing they can find" to answer the question. Quite often, there is no evidence of any manual writing whatsoever.
It achieves nothing. It doesn't solve my problem. It wastes my time and theirs (although they are getting paid for writing /sending, whereas I am not getting paid to read their useless reply and start again.
Many times after the hold music there is a beep that they are answering, and then it's blank. No one at the other end, then some time later I get an email "sorry we were unable to complete the call". Again, waste of my time, but they are being paid for this time taken to apologise to me.
Back to the original point. As an example, I asked a buyer to close and reopen a return request since they had used the wrong reason and it was coming through as "seller at fault", when in fact it was a change of mind/no longer required. They closed it. But they haven't reopened yet.
I asked SS a simple question. I sort of knew the answer already. What happens if they reopen after 30 days (the first was opened on day 22). The first reply focused on A-Z claims and was a cut and paste. I told them the answer was irrelvant. The second was about return costs and fees. Also a cut and paste.
Bearing in mind the size of Amazon, and the money they have available to try to keep both the buyers who make them profit and the sellers who make them profit, WHY are we stuck with such a poor service? Telephone calls of 20 minutes where the associate fully understands the issue, end up going "to the relevant department" and these waste of time library emails come through at some point later. It's as if the current training of seller support is "find the nearest answer in the database and send it". There is very little in the way of manual response going on any more.
Like with the airlines, you wonder what else they have in waiting to screw you down more..... who else is experiencing this? To the employees of Amazon who may read this, SS needs a serious overhaul, unless the plan is to offer an almost robotic basic service just to show you are doing something, which rarely solves the issues being requested of it.
