How to find a Competent CSR at AMAZON?
07-02-01, 12:20 AM
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I ordered 3 dvds in May, using a promo certificate & other discounts. In June i changed 1 dvd for Castaway & made sure w/ the rep that the promo cert still appeared on the order. It did.
On June 23rd I noticed online that the order somehow lost the $10 certificate. Also, my Castaway hadn't shipped yet.
So i called their csr line again and complained, then got transferred to an 'order specialist' who i had to repeat the whole story too. She said, 'i'll credit your account .99 on shipping and 9.01 on the castaway dvd to make up for the missing $10 promo. And, we'll ship the dvd out priority because we show it is in stock & was in stock two weeks ago, so we don't know why it didn't ship.'
So, tonight i check online & Castaway still hasn't shipped! So i call back, talk to some guy for 10 minutes.
He says 'i will credit you the $4.96 in shipping to make up for it.' Then he goes, oh, i can't do that because the order has already been charged to your card. So i will upgrade the shipping to 2 day'. I am aghast! Before i can complain, he whisks me off to another 'order specialist'.
She comes on the line (her name is Christina) and is saying 'pre-orders sometimes are popular & take a long time!" i'm like, 'I already called last week to get priority shipping & it was in stock, so you can't use that excuse'.
basically, the moral of the story: I eventually got the $4.96 credit back, but she refused to give it to me unless i gave up the 'priority 2 day shipping' that they were going to do to get the disc out to me. She was really quite snotty & really made me feel like i was trying to cheat Amazon out of something.
My problem: Since i already called LAST WEEK to complain & they should've priority shipped then, this shouldn't be an 'either/or' thing - the customer should get BOTH since it wasn't resolved the first time.
I guess i will call back tomorrow, but is there another tier of rep I can talk to (i.e. ask for a manager or something)? Or is it a lost cause?
On June 23rd I noticed online that the order somehow lost the $10 certificate. Also, my Castaway hadn't shipped yet.
So i called their csr line again and complained, then got transferred to an 'order specialist' who i had to repeat the whole story too. She said, 'i'll credit your account .99 on shipping and 9.01 on the castaway dvd to make up for the missing $10 promo. And, we'll ship the dvd out priority because we show it is in stock & was in stock two weeks ago, so we don't know why it didn't ship.'
So, tonight i check online & Castaway still hasn't shipped! So i call back, talk to some guy for 10 minutes.
He says 'i will credit you the $4.96 in shipping to make up for it.' Then he goes, oh, i can't do that because the order has already been charged to your card. So i will upgrade the shipping to 2 day'. I am aghast! Before i can complain, he whisks me off to another 'order specialist'.
She comes on the line (her name is Christina) and is saying 'pre-orders sometimes are popular & take a long time!" i'm like, 'I already called last week to get priority shipping & it was in stock, so you can't use that excuse'.
basically, the moral of the story: I eventually got the $4.96 credit back, but she refused to give it to me unless i gave up the 'priority 2 day shipping' that they were going to do to get the disc out to me. She was really quite snotty & really made me feel like i was trying to cheat Amazon out of something.
My problem: Since i already called LAST WEEK to complain & they should've priority shipped then, this shouldn't be an 'either/or' thing - the customer should get BOTH since it wasn't resolved the first time.
I guess i will call back tomorrow, but is there another tier of rep I can talk to (i.e. ask for a manager or something)? Or is it a lost cause?
07-02-01, 08:45 AM
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In the last year ive learned any time i call up a company for customer service i get every single persons name i speak to. Between Verizon and there crappy DSL customer service to get my dsl working after 6 months(have since then switched to cable) and buy.com with telling me stuff is on backorder when its been months since i ordered the thing and there site says in stock. I have a book full of people i have spoken to so if something happens like it did to you with amazon they can speak to that person
capt
capt
07-02-01, 10:27 AM
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I don't know about any other "tier" of CSR at Amazon to help you out, but I do know that at Amazon, you can always find out who it is you spoke with the last time you called in (probably even further back if you needed) because there is a record of who helped you out when they pull up your account. I assume it's an internal system for Amazon in case a customer complains about shotty CS or something, then they know who it was. I guess it doesn't really help you out TOO much but you may want to take it up with who you spoke with previously so they at least may know the situation....
07-05-01, 09:34 PM
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I had a similar situation where I ordered a cookbook off Scamazon while my mother was visiting. I paid overnight shipping fees to get it here the next day before she left, but lo and behold, the product was out of stock the next day.
The book finally shipped 13 days later and I still paid overnight fees for it. I called to get the money back, but after being bounced to three reps, I gave up.
So it cost me thirty five dollars for a 19.95 book that I got ten days after she left. I finally just chalked it up to a lesson learned, in that I will never deal with them again!
The book finally shipped 13 days later and I still paid overnight fees for it. I called to get the money back, but after being bounced to three reps, I gave up.
So it cost me thirty five dollars for a 19.95 book that I got ten days after she left. I finally just chalked it up to a lesson learned, in that I will never deal with them again!
07-06-01, 09:09 AM
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Like CaptDS9E, I take down names and extensions. For the very least pretend to. Speak to them with thier names and it's more like a conversation. Instead of bitching, try to explain to them what you feel like as a customer. If they can understand that, instead of trying to protect the company against some hot-headed revenge seeker consumer then things work out really nicely.
Again, getting thier name and number makes them more accountable. Usually you get "order specialists" and never managers. Order specialists in my mind are the judgement makers in terms of, "this ******* on the line isn't getting jack and isn't worth our time" or "ok sir, we can refund you..." Always end the call with a "Thank you, and if I don't receive my order I will contact you about it."
Again, getting thier name and number makes them more accountable. Usually you get "order specialists" and never managers. Order specialists in my mind are the judgement makers in terms of, "this ******* on the line isn't getting jack and isn't worth our time" or "ok sir, we can refund you..." Always end the call with a "Thank you, and if I don't receive my order I will contact you about it."
