My Frustrating Call with Amazon Customer Service
Вставка
- Опубліковано 8 вер 2024
- I've been using Amazon for years, and I've had mostly positive experiences. Not every transaction has gone well, though, and increasingly, I'm finding their customer support to be less than satisfactory.
Here's my latest phone call with them. I'm not sure what to make of it but the person on the other end seemed not to be interested at all in trying to satisfy my needs as a customer. Rather, she seemed bored and disinterested.
But maybe I'm overreacting. What do you guys think? How would you have reacted if you'd been on that phone call?
_________________________________________________________________
Contact me on social media:
►Discord: / discord
►Twitter: / joe_ch1p
►Facebook: / joe.ch1p
Customer service agent has limited posibilities.....go to the store man!!, the CSA has not option to change the politices of the company.
Telling me to go to the store is not really a solution, is it? And at no point did I ever suggest that the CSA could change the policies of the company as that would be ludicrous. Given what you have said, though, can I infer that you think the company's policies are wrong? That might be the case, or it might be that the CSA didn't move me on to a higher tier when she should have done. Whatever the situation at Amazon's end, something was not right.
Go to amazon help pages and read their policy first before ordering, crybaby.
They do suck and I totally agree with you. Just return the item and get the refund.
Coming to the CSA’s point of the item belonging to another seller she is right when she said that she can’t replace it because they are not authorized to do that either, imagine as a seller if your inventory was used as a replacement for another sellers mistake? Better to just return the item, get the refund and use the balance to get the replacement.
@@nerisalobo That's retarded considering the new seller would be paid whatever it was they're charging for the item. All amazon needs to do is send the buyer a return label and have the buyer return the item. Amazon refunds the 1st seller and tells them customer is returning item because it arrived damaged and works with the 1st seller to replace damaged item. Then pays the 2nd seller for their item and ships out a new item. If the 2nd seller is selling the item for a higher price, then that's Amazon's problem because the item was "fulfilled by amazon" and the item that was sent in the first place was shipped by an amazon shipping facility and it's their incompetence that resulted in this problem.
amen
Mate, I work in customer services- you are the type of person that makes us hate our job.
We told you everything we can do, stop pushing us to do something that we already told you is impossible.
Translation: ”stop pushing us to sort out your problem.”
@Joe Chip Translation: Stop pushing us to sort out a problem that we do not have the power or facility to resolve; we've given you your options, I appreciate that you're unhappy, but I've already told you several times that there isn't anything further I can do to assist you.
You have every right to be upset. But how can you possibly expect someone to "bend over backwards" to achieve something that is impossible?
@Joe Chip Furthermore, do you think becoming agitated and arguing with the agent is going to make them say or do anything different?
Don't you think your attitude might make people begin to dislike you..? I'm sure you're clever enough to understand that when someone begins to dislike you, they aren't going to become more motivated to help cater to your impossible request.
@@LordSolidusI I was calm the entire time. Being insistent isn’t the same as being agitated. Not sure what you think is wrong with my attitude. I merely wanted the product I pre-ordered and Amazon messed up. Not really too much to ask is it?
The request wasn’t at all impossible.
@Joe Chip The tone of your voice was calm, yes. It was some of the things you were saying and your refusal to take no for an answer and some of the snarky remarks you made. Take the word "agitated" with a pinch of salt; if you think that word doesn't suit the way you felt about the situation then replace it with whatever word you find fitting- but I think you felt pretty agitated (if not, infuriated) about the situation.
The agent was doing her job, and unfortunately every company has processes & procedures that must be followed.
Maybe you're right, maybe it wasn't impossible for them to satisfy your demands, but that agent would've gotten into a lot of trouble for not following the rules and procedures.
He’s just repeating the same thing again and again! I am a Amazon customer service agent myself, our job is not that easy, some customers are insisting for a solution that is not even an option, we cannot process a replacement if the item is sold by third party seller, the only resolution we are allowed to offer is a full refund.
I wish people who worked for Amazon were capable of listening to customers. I have said repeatedly that the item I bought was NOT sold by a third party seller. There's even a pinned message at the top of this comments section.
Period. He's just way too dumb to understand.
Brother fulfilled by Amazon means sold by seller and shipped by amazon😂😂 sold and shipped by amazon comes under Retail category... Some fools don't know it..be mature
If this is how you treat customers you are just as terrible at customer service as this lady is. I've worked customer service. I have NEVER been as rude as Amazon customer service has been with me. I had a conversation with an agent last night over a problem created by Amazon who completely lied to me about ordering the items again for me and saying she would call me back. The next agent said this is not possible because it is against (i love this word) "policy" to place orders for customers. After hearing her sound exactly as ridiculous and rude as the women in this recording she hung up on me and I got a THIRD representative. Long story short she made all of you look dumb. He solved my problem in 5 minutes and apologized for the way I was treated. Your company is Amazon. Does your company feel so successful that they feel entitled to customers spending money on items that you company may or may not fulfill successfully depending how they feel that day? I am happy to hear this posting and am so glad unreasonable people like you comment to solidify the ridiculous, rude, and unreasonable attitude of your monstrosity of a corporation. I will bet my life on the fact that your company will be out of business within ten years and after several class action suits. The backlash against Amazon will be immense. I will become a worldwide movement. I hope your employees that are forced to pee in cups because their lunch break is so short they don't have time to relieve themselves in a bathroom sues Amazon for inhumane labor practices. I also hope you get to experience your companies fine customer service like I did. You deserve it. Change your attitude. If you don't other companies don't hire rude customer service reps.
@@christianearl8422 Who's way to dumb?
it sounds like that customer just wants to annoy the customer service representative so he can post something here in youtube.
I wanted the product I paid for.
Why in the first place keeping the damaged item when it’s no longer useable? You can just get the refund and purchase again. Unless you were lying that the item is damaged and you only want to scam amazon to get 2 items lmao.
LMAO, did you even listen to why he called? You moron, he’s not trying to annoy customer service.. dudes a legit collector and they didn’t box his item.. this is crucial.. it’s 2020 who doesn’t double box?
@@0xnull its not 2020 when that happen check the detail first you MORON🤣🤣
@@jamira8267 Jimmy Thai’s point is still pertinent. You clearly have no idea what you are talking about jam Ira.
It sounds more like the customer doesn't want to accept the reality of the situation. The rep is doing ever in her power to help.
No, she isn't. If she was the situation would have been resolved. That is her job, after all.
@@JoeChip Sure she is. Obviously it's not within her power to handle the order in the way you'd like her to.
@@raym.778 Then she should have put me on with someone who could deal with it. Otherwise what is the purpose of CS?
Let me remind you, it's customer service, not customer hinderance.
@@JoeChip I'm pretty sure no one could because Amazon did not have another item in stock that they actually owned. They can't just do whatever they please with inventory owned by other sellers/companies, which is what she told you. They don't have ownership over them. I'm pretty sure they can't manipulate another companies inventory in any way shape or form. They function as a distribution system for those sellers. The items aren't theirs to do as they please. They have agreements in place with the companies they deal with and also have to limit fraudulent activity. So everything is going to be dictated by the exact item and exactly where it came from.
I guarantee you that their managers are the only other people that would talk to you and they probably couldn't do any better.
Furthermore, I think you _way_ overreacted in the comments. Calling saying Amazon's CS was anti-consumer and that their customer service sucks when you, yourself said you mostly have positive experiences doesn't make sense. I get that they screwed up delivering their item, but they ran out of stock and can't manipulate the price of the inventory of other sellers because they don't own them. Your situation has got to be rare because most people aren't going to get fussy about the packaging (and I totally understand why you did, but it's no reason to label them anti-consumer). Their customer service probably works really well for most people. It's almost always worked for me and many issues weren't even their fault. It's not perfect, but it certainly doesn't suck and isn't against the average consumer. Like, I totally get being a little upset but to the point that you then try to malign their customer service as a whole it starts to come off as highly absurd. That's probably why you'll find most people don't sympathize with you.
At any rate *this is basically what you're asking them to do* (Unfortunately we're from different countries so beg my pardon if these stores are not familiar, but I'm pretty sure they are)
Let's say you went to Target and pre-ordered... a laptop, but they miscounted and you didn't get your order. They offer to refund you, but you go "No, only Walmart next door has the laptop I want and it's way more than what I wanted to pay. Go buy it for me and make this right! You should be bending over backwards for me!"
Do you _really_ think that's going to happen? At that point, yeah they fucked up and they can try to do things within the parameters of what they're allowed, but if you think they're going to go that far out of the way to appease you, you're kind of SOL. You're asking a rep to essentially manipulate the price of an item they don't own. *THEY AREN'T ALLOWED.* This isn't a Mom & Pop shop where the owner and buyer aren't at such a great distance. And even then you might still not get What you want depending on the price of the item over at a competitor.
Amazon is a very large complex organization. There's rules and checks and balances. People can't just do whatever they want, especially with items they don't have authority over.
Let me remind you that it's customer service has limits to what they are allowed to do.
And furthermore, are you positive Amazon didn't give you the option to ship the item in their packaging? Because if you didn't choose that, that would explain why you received it the way you did.
Ray M. I asked them to let me return the item, buy it from a third party seller and have them refund me and make up the difference in price due to their mistake. How is that difficult?
I knew from the beginning of the call when you gave that little giggle you are that type of customer
The sort of customer who wants what he paid for to turn up in good condition.
Well done, you spotted it.
@@JoeChip you're also talking about yourself in third personal, says a lot
@@allfather9646 Not sure you understand how language works. You referred to me as “that type of customer”. I was responding to that.
But hey, if that’s the best argument you can muster then fill your boots.
@@JoeChip HAHAHAHAHAHA
For those of you who says that the call could have been escalated to the Supervisor, I will tell you this. No calls will be escalated to Sup not unless customer requested for it. So if CSA tells you over and over that he/she doesn't have an option, then request for a Sup Call immediately because CSA will be more than willing to escalate this kind of call.
And right there we have a problem. The onus should not be on the customer.
This caller is never gonna accept his mistake, no matter what!! Yikes
Third party sellers only use amazon website as a selling platform. Amazon does not hold the inventory of the item.
When items are sold and fulfilled by third-party sellers, you need to contact them to send a replacement.
If they do not respond or reply, amazon will just be the one to process REFUND for you. But amazon CANNOT process replacement because third party sellers are independent from amazon, and in no way amazon can process the replacement.
Also, the status of the item could change from being sold and fulfilled by a third party seller, to being sold by a third party seller and fulfilled by amazon. But your order depends on what the status of the item was when you ordered it. It is associated with that status and time. And we can only process things accordingly.
@@edrianbobbycalabio I agree
@@JoeChip Nope, not true. CSA's initiating that you are transferred to a supervisor creates a culture of passing the buck. CSA's are meant to be a first resolution point of contact so if they can't resolve it, they either don't know how to (unlikely) or the system won't allow them so they are telling the truth. There's nothing an agent wants more than to solve the problem and get it done
Customer service agent has a computer screen in front of them and they don't work in a fulfilment centre. They can do only what their system and Amazon's policy allow.
Come on, she can't just change her mind and hack her computer make a replacement and send it.
If she couldn't do anything she should have put me on with someone who could. The means to solve the issue were there.
Who? Jeff Bezos ?
Seriously?! You still think she could do anything? Or you think she personally doesn't wanted to help you?
Dude, she's trained for the process, if she could do anything she would have done it.
Besides that, she was helping you with full refund for the item on return and plus offering you discount over your next product purchase.
I think you should stop being a ridiculous customer who just want concessions and no resolution.
Shady There are usually structures in place to bump people to the next tier of CS if a resolution has not been achieved. That is how it was when I worked in CS. If you mess up as a company, the onus is on you to resolve the situation to the customer’s satisfaction, not give them the runaround in the hope they’ll give up and go away.
Well, okay. I'm not trying to prove you wrong. Of course you paid and you know the things going on. I'm just assuming according to your conversation.
Are you still struggling with the return?
Shady I actually gave up trying. Which is a bit stupid tbh, but I had so many other (more important) things to deal with that it ended up on the back burner.
Very simple and straightforward. The item is not owned by Amazon so Amazon does not have the right to just replace an item from one seller with another sellers item.
“Simple and straightforward” is apparently too complicated for this pathetic snob
JOE: "I'll better let you know, I've actually recorded this call."
CSA: "Yeah, everything is recorded from our system as well, so don't worry about that."
**Point for the CSA**
I know Amazon may record calls. I was just being polite in letting the agent know that I'd recorded it on my end.
Legality bro :)
Everything is recorded. It’s part of the CSA’s contract. You were just duplicating information at this point. You could have just requested this entire recording and it would have been sent to you. Amazon imposes very strict standards for its Associates. It gives them a lot of grey areas to work within. Your issue really couldn’t have been solved by her at this point. She was extremely professional.
And I’m sorry that your issue couldn’t have been resolved by them then.
this is the example of unknowledgeable customer
This is an example of a pointless comment.
@@JoeChip Followed by a pointless reply.
@@srwordsussecuaces6374 Don't be so hard on yourself.
People thinking that customer service must bend backwards to replace an item, when a replacement cannot be sent. Those agents are only doing what they can and customers like this is too stubborn to understand that they only have certain options available. Pfft. Either keep your item and shut up or send it back, get a refund and then reorder it.
Explain how to re-order a limited edition that is sold out at Amazon and only available through third party sellers at a markup. You are basically saying the the customer should accept being out of pocket due to Amazon’s mistake. That is wholly unacceptable.
British customers are so demanding. Who knows the system better, the customer or the person who actually works there.
Alexis Skriker it’s not about knowing the system, it’s about understanding the basics of customer service. I’ve worked in customer service departments and this would not be acceptable.
@@JoeChip And if you knew the system, you would know that the option "Replacement" Is literally greyed out and not available in any way,shape, or form. And it would be greyed out and unavailable no matter who you connected to, be it a customer service agent or Jeff Bezos himself.
Amazon has a suggestion/feedback form you can fill out, if you want anything to change feel free to suggest to Amazon that they change their policy. Or at least add some new ones with specific items such as collectibles.
Also she wasn't ignoring you, pretty sure she was either trying to compose herself as I did feel her getting tense - apparent by her tone, or talking to her colleagues about alternatives. It's not a job for everyone and people quit very often because they can't handle the stress.
It's also possible she was new or something
Dealing with customers with complicated issues is always hell, because it's never our fault (the customer service agent's ) and the customer is also right but at the same time we're restricted by what's allowed by our company. Yet, we always take the entire shit - hours being screamed at by customers frustrated with company policies and then hours being screamed at by our managers about things completely out of our control. (Managers,who in turn get screamed at by their bosses. )
Not trying to argue with you or anything because you are right as well, just explaining why.
Maya Wilson What you are basically saying is that Amazon CS sucks, which is exactly what I was saying in the video. Whether it is procedural or because an individual rep is being awkward is, frankly,irrelevant from the customer’s point of view. If Amazon sell you a faulty or damaged item there should be procedures in place to rectify the issue. That is just basic customer service.
The sad thing is that Amazon used to have a decent rep for CS. As they’ve grown they seem to have lost sight of the basic principles that helped them grow in the first place.
They think training, metrics, don't exist and they think we're here just because 😂
@@JoeChip yes Joe, because people like you who like to tell this type of stuff and shatters everything because ONE thing couldn't be done, and she's the one that sucks? Lol.
As someone who works for amazon we have to deal with a ton of irate customers and we have limited systems. Please realize we cannot deliver the moon and stars for stars
How about delivering the item the customer paid for in good condition. Is that too much to ask?
So true! Customers like him are nightmares! I have come accross somany nice and kind people!! But whenever I get customers like this it makes me go nuts!
Joe chip, please go to hell🤮
@@Pratibha125. You mean customers who want what they paid for. Yeah, the bastards.
Ugh ! I hate this type of calls ...so I worked for Amazon and we have to follow policies 😒! And when is sold by a third party seller we are not allowed to do a replacement 🤦🏽♀️ just to issue a refund ... OKAY? And yes I understand that this agent didn’t explain you in a polite way !
So when this happen we contact with the seller so they issue a replacement or a refund and file an a-z claim , o we do an exception and try to do a refund , and if you guyyyyysss are polite with us , we can go ahead and add a promo to your account so you guys be polite and you can get free money😊😂
And we used the order ID and check what are the options the system let us do so it depends for every item , so the decisiones are not in our hands
Alejandra Lanza Not sure how many times I have to say this but the item was not sold by a third party. It was sold by Amazon.
Joe Chip in that case sometimes the system just allows to do a refund and a promo ☹️ and apologize with you guys
@Alejandra Lanza To be honest, I think the system is fundamentally flawed as there is an obvious solution but people keep telling me that it's not possible. If that is the case (and I don't doubt it) then Amazon need to revise their policies. There was a readily available solution to this issue but the CS agent wasn't in a position where she could offer that solution. That's not good CS at all.
Stop bitching out and talk to Jeff Bezos yourself, and give those comments of yours. You did say that customer service is useless, then why still pound them?
Gladly. Do you have his number?
I didn't know the customer service was going to be as useless as it was until I phoned them. The video was put together after the call. Much as I would like to be, I'm not psychic.
Amazon has the worse customers i tell you,only a small amount are understanding
Amazon has the worst customer service, very few CS agents care about customers.
when the item is sold by a third party seller even though it is fulfilled by amazon. The rep is not allowed to send replacement. only return- refund is possible. once you already received the refund you can reorder then she can refund you the difference if the second order is much higher than the original order. It is simple as that.
dondon tara That is not what was said. Why would anyone risk buying the item at a considerable markup without any assurances from Amazon?
Well their was a update about price difference on amazon. Price difference can be only made if the item to be replaced is sold by amazon but if is coming from another seller and it has a higher price . It impossible to have a price difference.
@@angtan4124 So the policy is anti-consumer. Got it.
It's not that she's not allowed it's that we don't have that option
Unfortunately even if the item is held at an amazon warehouse, Amazon agents dont have access or permission to send out stock sold by a different seller, the stock is controlled by the seller at the end of the day, not by Amazon
Joe Chip,you should had read all the policies of Amazon before creating your account.Beacuse if you had done it,you wouldn't being publishing this recording and would understand the agent.
Sabrina Nuñez Ah, so Amazon’s policies trump consumer rights and good business practice? I wouldn’t normally blame the agent as I’ve worked in a customer facing environment and I know the limitations you have to work with, but the fact is she was rude and intransigent and made no attempt to escalate my problem to someone who was capable of dealing with it in a satisfactory manner.
@@JoeChip If she had transfered your call to her manager,I can assure you that her manager would tell you exactly the same as she,because our manager has hardly the same tools or possibilities as us .And,about the agent,she got tired of telling you she could not REPLACE you the item,anyway,she shouldn't be as rude as she was,but,you never ever tried to put in her place and try to understand that is completly impossible to make you a replacement.So,may her manager could give you about 20 dollars as much,but not to give you the diference in the price.And this 20 dollars,would not solve your problem.
Sorry beacuse of my english,I'm not a native speaker.
@@sabrinanunez8495 No problem on the English. I understand you and that's all that counts. I do disagree, though. As I have said to others. There was a ready solution to my problem if only someone had the authority or the will to actually do it. I've had other customer service departments over the years bend over backwards to solve a problem of their making and that's how it should be. If Amazon are set up to prevent that then their policies need a serious overhaul.
Correct, Sabrina! The customer should understand that we are just a fulfiller of some item from different seller or company. For the option that we have, if the item is eligible for replacement. Well, we can process it but if we don't have. My apologies but you failed calling me. Lol
Ikf
I'd say that, in effect, Joe was a douchebag toward an employee that couldn't do anything for him because of the policies made by a douchebag company. In effect.
I’m a couch bag because I wanted Amazon to resolve a problem they caused? Right.
People like you are the reason these companies get away with anti-consumer practices.
"Buy it from the a third part seller and we pay the difference." The customer is completely lost. 😂😂
Why should I be out of pocket because of your fuck-up?
The argument to say: "You have the item in your warehouse" just shows you dont understand how Amazon works. Yes, they have the item in their warehouse but Amazon doesnt own it. It belongs to an other retailer. Imagine you have a small business on Amazon and Amazon starts to ship your stuff as their own and say "Well, you know, it was in our warehouse and a customer demanded it" Just deal with it. You took the lazy route and ordered it on the internet. You coulde've also went to a local shop, observe the item, and then buy it. There is always a risk in buying stuff on the internet.
Explain how I can go to a shop and buy an item that was sold out before release and was then only available from scalpers (hosted by Amazon on their site) at a ridiculous markup?
Also, are you saying nobody should buy anything online? I think you may still be living in the seventies.
The only lazy thing on display here is your argument.
Amazon still could've offered them a gift card in general with their entire platform. That way he would be able to get the item again with the discount that he lost out on using his Amazon gift card credit.
Third party sellers only use amazon website as a selling platform. Amazon does not hold the inventory of the item.
When items are sold and fulfilled by third-party sellers, you need to contact them to send a replacement.
If they do not respond or reply, amazon will just be the one to process REFUND for you. But amazon CANNOT process replacement because third party sellers are independent from amazon, and in no way amazon can process the replacement.
Also, the status of the item could change from being sold and fulfilled by a third party seller, to being sold by a third party seller and fulfilled by amazon. But your order depends on what the status of the item was when you ordered it. It is associated with that status and time. And we can only process things accordingly.
@@edrianbobbycalabiothanks for this, I was able to breathe now. Phewww!
I just listened that kind of american customer who doesnt understand when something cant be done and thinks they are always right.
You clearly didn't listen very well, I'm English.
I worked for Amazon customer service and i now respect any representative of any company, i would get frustrated though if its a scam type situation buy other than that i know what pain it is goin through a call and having to resolve shit agressive customers all day long for some bucks
I wasn't aggressive at any point.
He literally came prepared to annoy the agent. All for the content.
🤦♂️🤦♂️🤦♂️
And is still replying to a 6 year old video of him embarrassing himself/acting like an entitled douche. Tells you all you need to know about him.
Please don’t be a pain for the representatives,you don’t know what they go through during their 9hr shift.
You’re not the only non-cooperative customer that they talk to whole day.
They don’t have any loss to help you if they have the options.
On top of that they are not the owners of the company who made policies.
So be nice to people and understand their part.
Oh, do shut up. I merely wanted the item I paid for and the representative was being unhelpful. That’s terrible customer service.
@@JoeChip yeah you’re right.
Representative is the owner of the company and she created policies and she doesn’t to help you.
She would be at loss helping you.
@@umarmir6436 She represents the company. What do you want me to do, ring Jeff Bezos?
@@JoeChip how old are you mate?
@@umarmir6436No point in arguing with an entitled degenerate. Dude thinks a customer support agent is a “representative of the company”. The fact that he’s still replying to a 5 year old video of him being an entitled dickhead and defending himself tells you enough.
you just embarassed yourself by posting this. it just proves that you dont have enough common sense to understand what the representative is saying. I mean is it really that hard to understand that the item can't be replaced because its sold by seller?
It was sold by Amazon. Before telling someone that they "don't have enough common sense to understand..." you would do well to get your facts straight.
Joe Chip Actually, hun, YOU NEED TO GET YOUR FACTS straight, read the policies, it doesn’t hurt to be informed and it could save you from massively embarrass yourself like you did here again.
Dee Vitela If the policies are designed to stop the buyer getting the item they paid for then the policies need to be changed. Amazon sent me faulty goods then tried to fob me off. Those are the facts.
And let’s be clear here. A company can make any policies they want, that doesn’t make them right now, does it? Are you really trying to tell me that I should just meekly accept whatever Amazon deem acceptable, even if it means I am out of pocket and/or don’t get the item I paid for?
I have to say, the attitude from people who claim to be CS reps is scary. If this is what you think of customers who are merely trying to obtain the items they have paid for, then no wonder Amazon’s customer service is going to Hell in a hand-basket.
Seriously, think about it. What you are basically saying is that Amazon can pull any old policy they like out of their collective arse and customers have to just go along with it. Sorry, no, that’s nonsense.
@@JoeChip ugh! you're hopeless 😔 It doesn't make you less of a person to accept that you're wrong, you know. Have a little respect for yourself. I'm outta here. Bye!
abby 08 Wrong about what? You haven’t presented a single argument. Honestly, the mind boggles.
Just curious: have you read Amazons terms and conditions?
Why?
LOL. Of course not. ;-)
A Will Why are you answering your own question? Have you read their terms and conditions? Which terms and conditions do you think apply to this particular situation?
Joe Chip - dodging the question?
A Will I’m just curious as to what terms and conditions you think apply because I honestly don’t know. Maybe you could enlighten me.
You should have asked to speak with her supervisor as the agent can only do so much on her end. Call centre agents are often stuck between a rock and a hard place and they’re just following what the company policies and rules outline. If you have an issue with this, go higher and speak to the supervisor who are in a greater position of authority.
It's not that the amazon rep doesn't want to help you, or that amazon doesn't want to help you. There are always limitations to what they can do according to company policies and the systems. Shit happens. You have to deal with it, even if it's not your fault. Just accept the refund, accept the discount, place another order. The end.
Well said! :)
@@nemanjaklun509 If it was you, you'd feel differntly.
Koshxs A company should be judged by how it deals with cock-ups. They dealt with this appallingly. A customer should never have to face the level of intransigence on show here.
@@JoeChip It's true, a customer shouldn't have to go through that. But turns out shit happens and he did go through that. It still doesn't take away what I said. The agents have limited options, discussing with them is pointless or even a "supervisor". The options are given to you, pick one, left or right, yes or no, the end. Still have a problem with that? Take it somewhere higher like the CEO or something, leave reps alone. They are just doing their job, they don't care about you or your problem, they just want to eat like everybody else. Except they are not calling other people to bother them with their problems.
Koshxs “They don’t care about you or your problem...” They should. That is quite literally their job. Don’t like that job or are not cut out for it, find something that you are more suited to.
Everyday we meet such a annoying customers 😞
Try helping them instead of moaning about them, it’ll make a difference.
@@JoeChip If you don't know about the policy of 3rd party seller items please don't order 😞 Every customers agent know how annoying a customer like you 😞
I just had a bad experience. The guy was rather snarky, so I hung up and called back, got another employee and it went really smoothly.
Glad you got it sorted out.
The caller is COMPLETELY wrong. The caller should have gotten a refund and gone and bought the item from another Amazon seller or some other store. They are trying to help you, just not giving you what you want the way you want it.
If you went to Store 1 and get a defective item, Store 1 is not going to go to Store 2 and buy a replacement and give it to you. Store 1 is going to give you a refund and YOU are going to go to Store 2. Just because it is in their warehouse does not mean it belongs to them.
I agree, Amazon support can lack understanding, but here they understood very well, the caller was just trying to be rude to get his way. I'm glad they did not give in to the childish tactic.
Why should I be out of pocket because of an Amazon cock-up. What you are basically saying is that the customer should accept whatever Amazon decide. That's ridiculous.
Furthermore, Amazon are hosting the scalpers who are marking up the product and making it impossible to replace the damaged item elsewhere. They are therefore making a profit from the scalpers. No wonder they didn't want to help.
Joe Chip would you believe it if I told you that one of their CSAs told me they don’t have a landline connection to call up a delivery associate? Just today I had a dispute with one of their associates over a delivery issue. I pay extra for getting an order delivered within 2 days but that somehow never happens. So I call up their CS and ask them about what actually happened and all they could give me was they don’t have the access to connect with a delivery associate. So I suggested why not ping their reception because I’m pretty sure they have a landline connection and then they are like they get requests everyday from customers to make such calls which I find hard to believe while the lady probably hasn’t realized but she just admitted that amazon goofs up everyday with customer orders. I had given them the delivery associates number and if you were to ask me why didn’t I contact the associate myself was because i live in a different country but then again i did that as well as the CSA was obviously not ready to help and guess what happened, I find out from the associate that the contact number printed on my package was incorrect as a result of which they could not reach the recipient and this order was a gift for a friend so I fixed it from my end by giving them the correct number. My conclusion is their Customer service sucks and they should toss away their leadership principles non sense in the garbage bin because they obviously don’t live up to it.
Nerisa Lobo Apologies for the late reply, I literally only just saw your comment.
I think you are right. Amazon CS has gone steadily downhill, to the point where the people you talk to seem more intent on frustrating any chance you have of getting a resolution to any issues. What’s worse is it seems to be endemic within the company. Someone in a senior position needs to wake up and make route and branch changes, because as it stands their CS is worse than useless.
@@JoeChip you are a complete tool. You should not be out of pocket the only thing you should get is a refund. That is the way individual sellers should handle an issue also, a refund is given and the transaction ends. YOU then go buy another one somewhere else.
You clearly do not understand how Amazon works. It is not one big department store. Its a marketplace filled with individual stores. If you buy something from one store, another store is not required to replace your item. You get a refund and rebuy.
In this call that you posted you showed that you are just a jerk that feels they can throw a temper tantrum and get their way. Amazon did their job and did it correctly.
Joe Chip and.... awe, you missed a good deal on an item... boo boo the big evil Amazon owes you so much for you slight inconvenience. This video shows how petty you are as a person. You really should be embarrassed by this clip and the foolish behavior and comments you have posted since. “I found a good deal on a toy and I want my good deal”. Sad, truly sad.
I'm an Amazon agent myself, and when I receive a call I always wish I can fulfill all the things the customer desires to have, so that I don't end up in a situation like this in which I feel like shit for something I have absolutely nothing to do with.
Yo me too, it's fucking boring to attend guys like this. Like we do care about giving away 3$ out of a trillionaire company.
How is it you guys think you have nothing to do with the situations you are hired to deal with? Seriously, when you work in a CS environment your job is to deal with customers. I've been there myself. If you aren't in a position to deal directly with the issue at hand you should escalate it to someone who can. Why's that so difficult? And why do you have such an aggresive attitude towards people who, after all, have made the company you work for rich and, in effect, pay your wages.
@@JoeChip I think my friend An. S. and I can agree here that is not a matter of choice, we just do what we have to do. Also, if you think we are aggresive you would be really surprised of the kind of people we have to deal with every day
Why can't customers directly talk (on the phone/voice chat) to an Amazon "account specialists" instead of their customer service (with limited access)? These so-called "account specialists" reply thru emails but it seems they just click/paste and/or just click their AUTOMATED response (more likely without reading the comments/complaints) and at the same time talking to these "customer service" trying to convince the customers that they'll forward your comments/complaints to their "account specialists" and still within 24 hours that "account specialists" will send the same EXACT automated response. Again & again, amazon is just giving customers these run-around's up until some of the customers give up on their complaints (such as, freezing customers' account and/or their gift cards).
Why can't just Amazon let their customers talk DIRECTLY to their "account specialists" and/or let their "customer service" agents able to do the same thing as their account specialists can do, instead of frustrating their customers!
@@porkbacon4everyone227 We don't set the rules, bro. Go ask Jeff Bezos lol. It would be nice if that happens tho, it would mean less work for the regular customer service guys. Maybe if you try contacting directly through email?
I think you need to stop relying so much on Amazon, you guys buy everything there that's crazy
As Amazon Operations Manager, customer is not always right.
Seems to be the prevalent attitude at Amazon these days. In fact the Amazon employees I’ve encountered on here seem to think that the customer is never right.
@@JoeChipThat might be because you're never right, insufferable bastard
I completely understand how the representative is feeling! I feel so bad for her! Give her a break!!! She’s just dealing with your bs!
Do you understand how I was feeling after paying over a hundred pounds for something that turned up damaged only to then be told that Amazon weren’t prepared to rectify the problem?
@@JoeChip they were! with a refund!
@@chantenaude4206 And how is that a solution? I pre-ordered the item because I wanted the item. If I wanted the money, I wouldn’t have ordered the item would I?
There was a solution to this but Amazon refused to apply it.
@@JoeChip no matter who you talk to, amazon policy is still amazon policy. You should have understood what the csa said if you had the brain of a 15yrs old. They could not do anything as IT WAS POLICY
@@Loumonty Ah, the old “it’s policy” argument. Well, it’s my policy not to accept the spurious arguments of people hiding behind “policy” like some mindless jobsworth.
I know this video was 4 years ago and Idek if this will still matter but as an Amazon CSA, the way the representative talk isn’t so friendly. But the thing here is, she is providing the information that is in line with Amazon policy. There are 3 categories of items that are being sold in Amazon: a.) Sold and fulfilled by Amazon - items that is being stored in the Amazon warehouse/fulfillment centers; b.) Fulfilled by Amazon - items that are being sold by a third party seller and is fulfilled by Amazon. Basically, once order is placed, item will be delivered to us by the third party seller and Amazon will be the one to deliver the item to your address; c.) sold and fulfilled by a 3rd party seller - seller will be the one to prepare and ship the item to your address and will undergo a specific process depending on that seller’s policy (may it be a replacement or refund). In your case, Sir, upon my understanding, the item is an FBA (fulfilled by Amazon), 90% of the time, replacements are not available as we don’t carry the item in our fulfillment centers so the only options that will be available on our end is a return and we advise our customers most of the time is once refund is processed, they can go ahead and repurchase the item on the website or another store. As much as we want to process a replacement for the item, it will not be available on our end. Even if we transfer you over to our supervisors, they will still be saying the same thing. I would’ve explained everything in another approach but I will still be giving the same resolution as it is the only thing available.
UR such a dull customer. Ur making things hard for u. Just be a seller so that you understand it.
I have no idea what you are talking about. Care to explain?
I worked with amazon before and the agent is doing her job good but her patience is not but i understand her, but sometimes luck does not always with us, but you have to understand that amazon is not always on stock. Keep in mind that if the item it sold by another seller but fulfilled by amazon. Replacement are impossible because the list items or how many items on it , is listed on the 3rd party seller and amazon does not have the control of it. You have to contact them to check if they are on stock because sometimes they forgot to update the amount in stock .
BooAng It wasn’t sold by a third party.
Chacha the explorer The onus is on you to prove your claim (that I am a liar). You can’t though, because I’m not lying. Please stop with these ridiculous posts. You are making yourself look bad.
Amason has blocked my number been trying for 5 weeks to sort it out..They say it isn’t blocked so I say then ring me on that number and when they try they then except there system has blocked my number. Just going around in circles with this.As you have worked for Amason then anything you could suggest to help me sort this out would be great.
9/10 times the customer service rep has the same tools as a supervisor. Most of these policies come from
the top and it’s up to the CS rep to relay the information. So escalating would’ve done nothing, unless you took it all the way to corporate. Its def because amazon can do it and get away with it cause they make obscene amounts of money. But that’s how it is.
In other words, you are saying they’ve got to big.
Joe Chip they absolutely have, like most of the US major companies.
In CS we are also trained to just repeat and stand our ground when it comes to unpopular policies or things that don’t make sense to most consumers. So that’s probably why she didn’t attempt to escalate. She was trained not to escalate that issue and just repeat policy. (Source: currently doing CS for ISP)
Violent Sound Yeah, that sounds about right. I’ve read about that kind of training before.
The CSA did the right thing, amazon does not hold the inventory of marketplace sellers so you cannot get it replaced. It is that simple.
It was sold by Amazon.
Trust me, Amazon's customer system is very big and there's a lot of things to do when a customer is on this mood, been there done that. And as she said.. this is a third party seller and fulfilled by Amazon, our policies specify, for you to get a replacement for your order, the items must be sold and fulfilled by Amazon. Also, you're super wrong about "it's Amazon's fault" because the one who sent the item was a 3P Seller. Not even a supervisor would be able to "solve your problem" because you don't want to return the item which is "defective", simple as that. There's around more then 90 scenarios for CSA's from Amazon, you really think we created a situation we cannot take care of? Also, if the item is defective, why would you keep it? Return it and get your refund and order it again and ask for a expedited shipping. You were abusive and also, you didn't understand not even one Amazon's return policies and reading your comments you didn't have any intention of doing so, and you said you were repeating yourself, you really were, you didn't have any intention of trying to understand a bit. If you felt against the wall imagine the representative having to listen to the same thing over an again and know that that's not even a police for our supervisor. 🤣 Right now I'm pretty sure you a banner for abusive customer, congrats. And also, that behavior of not wanting to return an item that is damaged or defective, it's basically what abusive customers do. 😂 If you thought this would be exposing the agent actually was you who got roasted 😂
It was NOT a third party seller. Why do people keep saying this? The item was sold by Amazon. Please do try to get your facts straight before posting.
And at no time was I abusive. That is just not true. I have a very strict policy of NOT being rude. It is very simple. Keep what is being said about the subject at hand, don't stray from the facts and don't make it personal. Perhaps you could adopt the same approach.
You already know that he has that CAP banner all over his account😂😂😂
😂😂😂😂
@@JoeChip customers do not know better than customer service agents. it’s sold by a third party seller she works for amazon she knows amazon you are not the amazon expert, period
@@aerii52 “Customers do not know better than customer service agents. It’s sold by a third party seller…”
No mate, it was sold by Amazon. No wonder Amazon CS is so crap, none of you guys know how to listen or pay attention. I even pinned a comment explaining that it wasn’t sold by a third party.
🤦♂️🤦♂️🤦♂️
Kudos to the associate. She did a great job. I dont understand how you could not let it go lmao.
She didn’t solve my issue. Why would I let it go?
@@JoeChipyou white skin peeps are stupid
@@JoeChipjust Fuck off and stop using Amazon no one cares
Playing with agents' "agents average handling time."
20 min of annoying and model of no good customer behavior
20 minutes of obfuscation and deflection designed to fob the customer off. A model of how not to run CS.
So basically the scenario is, the client bought a defective item in the Amazon website that is sold by a third party seller.
If this is the case, Amazon has no control for replacement in this because it was sold by a third - party seller the only thing Amazon can offer in this scenario is to give a refund. But there is another option which is, calling the third - party seller itself to ask for replacement and this can be done by the client.
How many times do I have to say this? It was NOT sold by a third party. There’s a pinned comment clearly stating this. Why can’t people read it before commenting?
The agent is giving the customer a solution, it's just not the solution the customer wants.
A refund in this situation is not a solution. Especially as there was an acceptable solution. If someone goes to the garage with a puncture and the guy suggests buying a new car, that's A solution but it's hardly a useful one.
These are the kind of clients that have the most complaints and always claim to have had good service before with little issues. They're also the kind of customers who make the purchase without reading the product detail page or fine print before making the purchase.
He complains about the item coming in it's original packaging. I am pretty sure if he read the message on the page he would see it saying something like, "this item may arrive in its original packaging. Choose conceal package at checkout". He clearly did not read and select that option.
So much hassle could be avoided if the customers actually read through the product page and feedback before actually making the purchase.
Yes, it's the customer's fault that someone at the warehouse stuck stickers all over a collectable. The mind boggles.
@@JoeChip it's your fault that you didn't read the description and policies.. I bet you're a karen
@@himenaamore No, it’s Amazon’s fault for sticking mailing labels all over a collectible item. It really isn’t the customer’s fault if a company fails to train its staff adequately.
I have a cousin and a friend called Karen. They are both very cool.
I get your frustration with this situation. I just thought I would comment on a couple of things. I agree that Amazon’s system is flawed in this instance. Having worked in customer service, I can tell you for certain that most agents, myself included, understand that the company’s system is flawed and would be more than happy to help you IF the system permitted it. With that being said, what I’m not certain about is what you would have wanted the agent in this case to do. It seemed clear after having listened to the call that Amazon’s system was not presenting the agent with an alternate solution or, as you stated, “the computer said no.” I am sure you can understand that the agent is not going to be able to speak ill of Amazon in any capacity without serious repercussions. I believe it would have been better for you to have requested to speak to a supervisor once you realized that the agent you were speaking with wasn’t going to be able to provide you with what you wanted. Now, I cannot speak for Amazon but I can tell you that I have not ever worked for a company that empowered its agents to suggest an escalation to a supervisor without the customer asking first and I noticed that you never asked for this. Instead, you kept insisting that there was a flaw with the system and that you were entitled to a replacement. I’m sure the agent agreed with you but was not allowed to vocalize her agreement. So I ask, what were you hoping to gain from repeating yourself to the agent who was clearly not in a position of sufficient authority to do what you wanted?
I understand what you are saying and perhaps I should have asked for an escalation. But this does bring up another problem. Why should the onus be on the customer? The name of the department is Customer Service, not Customer Hindrance. How is the customer supposed to know what they should do in this instance, without the CS agent offering some help?
The fact is, I'd already had a call where I did ask for an escalation and I was given the runaround then as well, so, in this instance, it probably wouldn't have helped.
The long and the short of it is that I found myself being blocked at every turn. It was an extremely frustrating chain of events which appear to show some serious flaws in the way Amazon has set up its CS department.
@@JoeChip Good points.
@@JoeChip damn, you sound so dumb
Third party sellers only use amazon website as a selling platform. Amazon does not hold the inventory of the item.
When items are sold and fulfilled by third-party sellers, you need to contact them to send a replacement.
If they do not respond or reply, amazon will just be the one to process REFUND for you. But amazon CANNOT process replacement because third party sellers are independent from amazon, and in no way amazon can process the replacement.
Also, the status of the item could change from being sold and fulfilled by a third party seller, to being sold by a third party seller and fulfilled by amazon. But your order depends on what the status of the item was when you ordered it. It is associated with that status and time. And we can only process things accordingly.
Hey Joe! This is crazy! I am sorry that you had to go through this. However, since the other available items were sold by Sellers on Amazon, Amazon has no access to the inventory or stock. They basically have no authority to do anything to the stock sold by a seller on Amazon.
They didn’t have to do anything with stock sold by another seller, though. All they had to do was agree to pay me the difference in price if I purchased the item from a third party seller at a mark-up (as they were the only people left with stock, that was the only way to obtain the item). Given that I would otherwise be out of pocket, due to their mistake, I would think that would be the least Amazon could do. After all, there is president for these kinds of refunds, as some companies will guarantee to match a price should you find the item you purchase cheaper elsewhere. Some will even refund the difference after purchase (and that’s in a circumstance where they haven’t made a mistake).
Thanks for the sensible comment, though 👍
@@JoeChip I am a csa at amazon (chat) we give the price difference so the customer can place a new order with different seller. I don't think why she never insisted that.
Third party sellers only use amazon website as a selling platform. Amazon does not hold the inventory of the item.
When items are sold and fulfilled by third-party sellers, you need to contact them to send a replacement.
If they do not respond or reply, amazon will just be the one to process REFUND for you. But amazon CANNOT process replacement because third party sellers are independent from amazon, and in no way amazon can process the replacement.
Also, the status of the item could change from being sold and fulfilled by a third party seller, to being sold by a third party seller and fulfilled by amazon. But your order depends on what the status of the item was when you ordered it. It is associated with that status and time. And we can only process things accordingly.
@@JoeChipbecause of people like you agents are suffering
@@neihoihchonggangte1310 Oh do behave. How are agents suffering? All I wanted was a decent solution. I've worked in customer service roles. If you think dealing with an insistent customer is suffering, you have lived a very sheltered life, my friend. Try dealing with disgruntled builders.
This cx is a biggest nightmare, uk people are so arrogant.
My nationality has nothing to do with anything and I am far from arrogant. Your ridiculous generalisation merely shows ignorance and prejudice.
Wanting to have a problem dealt with and resolved satisfactorily is perfectly reasonable and if you are incapable of understanding that you have no business working in customer service.
You offended him so easily, good job
Basically this customer doesn't understand what the representative is explainin that the item is coming from a third party seller which amazon doesn't have the control of accesing their inventory and to process a replacement. This guy is just annoying himself 😅
Not a third party seller. Read my pinned comment.
Send back for a refund ! You are the problem here.
Positive PHRASEOLOGY girl. Avoid using I can't.
Sandwich approach
I think the sandwich technique would also be non effective by looking at the cx
Despite this guy was not satisfied with the solution, was nice and calm, it is something we thank from customers as customer service agents
Interesting, I used to work for Amazon at 18 2/3 years ago for UK call centre, however you are asking her for the impossible, its not that she didn't want to offer the replacement of the other item, the system simply does not allow it because the option doesn't exist. The systems for support agents are setup by those higher up in Amazon, there is no option for custom orders to be created. It's not that they don't want to, what you are asking for is not possible because it doesn't exist meaning no customer has had this option offered to them. If you want the policies to be updated or changed you should feedback your comments to the appropriate department.
However I will correct the agent from the phone call you had, the computer does indeed say no.
Then Amazon's policies need to be changed as they are not fit for purpose and are actively set up to make life difficult for customers.
I realized I hate customers in general, I just can't stand this call and he is not even rude.
If you hate customers, why are you working in CS? Find another job. Seriously, some people aren't cut out to deal with customers. I've worked with a few and they are always expecting agro, so they usually get it. I can understand having an issue with some customers but most people are pretty decent if you give them a chance... even if they are angry.
You have to understand that someone only rings when they have run out of other options. That's why I find it so odd that Amazon CS seems to be set up to fob customers off. It doesn't help the CS staff and it sure as shit doesn't help the poor saps who ring up.
Which begs the question: what's its purpose?
We always breathed a sigh of relief when we got a delivery driver call instead of a customer (shipping and delivery staff speak to both) sneering entitled pricks. So happy to be free.
My man, i know this is old, but o just wanted to try to Say this without taking sides.
Your concern is understandable and many times is really hard to try to understand why you can't replace an item.
I'm not going to Say that the agent was being great. But you Also have to understand that working in Amazon CS is not that easy, specialy in retail (well, you said you worked on CS, so you must understand it in someway). I don't know how was it on your Job, but Here on Amazon, you are always receiving calls, one after another, same issues most of the time, but always a different kind of person. That shit Will get you overwhelmed by the end of the day, and you always try to be as polite as Possible, keep a smile, but it aint no picnic, is hard to Stay positive when everybody is negative, and i know that is not your fault, but it doesn't hurt to emphatize (we are obligated to do that on the phone with customers).
Now on your side, i wouldn't be happy either, but she gave you her options. Really, it's not possible ti replace a third party seller item, Even though it's fullfilled by Amazon, Amazon doesn't have access to the item, amazon take care of Payments and shipment, but Amazon can't replace the item because there is not that much comunication with the seller.
Trust me, agents don't wanna argue, they just want to get good ratings (which is really hard considering Most calls are kind of like this one). If we can replace it, we won"t hesistate to do it, thats an easy good review (which means more money for the pocket).Even if you talked to a manager, they won't be able to do it for you, the system of Amazon just doesn' work that way, managers have the same tools as agents, only they have a coupoe more things (regarding money concessione)
Like i said. It's understandable why you've got angry, but i Also emphatize on her as somebody who use to work in Amazon. Explaining the same shit all day man, you start loosing your head eventually if you don't Stay positive.
Customer service is not hell, but it's hard. Just don't take shit personal, both things go to customers and agents. Just do your best
The way you describe it, it sounds like the whole system is set up to frustrate customers and agents alike. Maybe amazon need to look at improving their procedures.
@@JoeChip maybe but that's not the agents fault, isn't it?
@@JoeChip Maybe you need to stop being an idiot.
@@JoeChip stop buying from them and close your account
This kind of customer sucks, thankfully I’m trading for a living 😂😊
You mean customers who want what they paid for and decent customer service? Give your head a wobble, mate.
former amazon CSA, and I had MANY customers like you when I worked there, and the issue is always the same: not knowing the difference between Sold By and Fulfilled By. You just can’t replace or do anything regarding the Third Party item other than let the seller know that there has been an issue they have to address, otherwise the CSA can fill a form and make the claim through another department and settle it from there, but you can’t do it before contacting the seller and filling the claim; not even the manager can. So, I haven’t even listen to the call and i know everything you will say haha you are not special, you just don’t know the policy and limitation of the representatives. Next time, know where your item comes from before ordering and trying making a whole mess out of it.
soon you won't have a job. all western nations will stop using outsourced companies.
just imagine her giving you that expectation and then losing her job the next day . is that what you want? . why didn't you ask for a supervisor?
Why didn't she offer a supervisor?
Imagine thinking this apathetic psycho troglodyte cares whether a normal person loses their job or not
I'm an Amazon Customer Service from the Philippines. Please don't generalize us being horrible. Be Kind ⚔️💓
he didn't generalize at all why even call customer service if they can't provide customer service cuz this lady's responses were no different than a machine and she was rude to him the whole time it's obvious she couldn't care less what he was actually trying to tell her if at the end of the day all they can do is what their computer will allow you might as well just deal with the machine that case because real customer service is being able to adapt to any situation to make your customer happy especially if it's a situation that your company created. but I also think that this is very much a cultural thing Europe and America used to have good customer service provided from companies people actually cared about helping you but when they move these call centers abroad these people only care about what the computer says and couldn't care less about the customers because customer service is not in their lexicon or understanding in their particular countries.
As someone who has done this woman's job for 6 years, you Joe are her worst nightmare. You're calm, collected, and you're firm in your commitment to getting the issue resolved. She's panicking, it may not sound like it in her voice, but sitting at her desk she is thinking "Fucking hell I have no idea what to do." She should have given her policy statement, and then when that clearly wasn't enough she should have called for a supervisor or coach to assist, but this likely counts against her in some way so she doesn't want to do it.
She doesn't want to solve your problem, she has no idea how to help you and she wishes you would just hang up.
LEMME SMASH Weil she got what she wanted in the end. I left with no resolution.
You make an interesting point, though. The entire setup seems to have the express purpose of preventing customers from getting anywhere. At no point did I get the sense that the process was at all customer centric. The person I spoke to seemed to be completely at the mercy of the system she was using, with no power at all to actually resolve complicated issues. And if it does count against her to pass it up the chain, then there is no way I was going to get a resolution.
So much for Bezos’s claim that Amazon puts the customer first. That is not my experience at all.
This could just be a cultural difference, but if after 2-3 times I didn't get the resolution I felt I deserved, AFTER being so calm and informational, I'd start demanding a supervisor and start climbing the chain. She obviously can't help, so we've gotta get someone who CAN.
This entire phone call was cringe for me listening to how she acted. First off, her comment about you repeating yourself is not only rude but also shows a lack of training. You're repeating yourself because SHE is repeating herself; she isn't providing any new information. If my customers are repeating themselves, it's most likely because whatever I'm saying isn't clear or resolving their issue.
Secondly, about four or five times you had to ask her if she was still there. She claimed at one point this was a 'technical issue.' No, it's her ignorant ass putting you on mute when she realized you were going on a rant and probably chatting up her coworkers. She doesn't realize you've stopped talking, so that's why you have to ask "are you there?" to get her response. You even asked her a question and she didn't answer because she wasn't paying attention. She checked out of that phone call about halfway through or earlier.
I know you've been through this for a while now but personally I'd call back and try to take it up the chain. And blow up their social media, make it VERY public that they screwed you over, and I'd even consider contacting the regulatory authority in the UK (here in the states it'd be the Better Business Bureau) and just for funsies if the call center gives you more shit mention that you're considering legal recourse. That can sometimes jump start their 'get shit done' protocols.
Joe, you need to listen and understand than understand from your unreasonable demands.
Amazon is a Big platform but not always the seller.
Try to shift sides then be CSR then see what you can do.
Return the item, get a refund and buy another one from another seller.
I don't think Amazon Suck. You do.
Amazon were the seller in this case. I have stated that repeatedly and clearly. Unfortunately many people (who seem to work for Amazon CS) don't seem to be taking that on board before commenting. It doesn't bode well for Amazon Customer Support if those who work in the department can't follow a video or read a pinned post before commenting. If you want to be taken seriously, please respond to what is actually going on and not some scenario you have constructed in your head.
No I do not believe that amazon is the seller, by listening to your conversation it is from another seller. Come one, show us some proof that the seller is amazon
Dane Salvacion It was sold by Amazon. Stop calling me a liar.
@@JoeChip I think it is sold by a merchant and fulfilled by Amazon.
This customer cant even understnd a single thing.if i were you contact the seller since it was coming from the seller lols
Oh, the irony. You say I don't understand, then tell me to contact the seller. The seller was Amazon, not a third party. I even pinned a comment explaining this.🤦♂️
Dude...try be on her shoes...how can you replace an item that you don't have no any inventory...what will you replace air?...accept the refund, accept the discount, return the item and RE ORDER...PROBLEM SOLVED!!!
How can I reorder an item that Amazon don't have in stock? Third party seller had it in stock that was why I was asking for amazon to let me reorder from a third party and have them refund the difference. That should not be too much to ask, given that they cocked the order up in the first place.
Dane Salvacion This is not price matching, though, is it? I merely expected Amazon to make it so that I could receive the product I paid for, and for the same price I originally paid. This was their mistake, not mine. Why should I be out of pocket because they cocked up.
Hello Joe,
Amazon cannot do that .. That is price matching you are trying to say..
Reordering on 3rd party seller then refund the difference ..
AkoSi Notnot Yes, they could do that. There is nothing to stop them.
@@JoeChip unfortunately not .. I've try that before on Amazon I've escalate the call to a supervisor still my discount is not been given.. Of course as a goodwill they give me 15GBP for compensation . much bigger than my expectation
Just return under the 30 day return policy (and sales and goods act) don't need any reason at all. Why didn't you just send it back and be done with it?
you could have gotten a full refund and reorder. and could reorder from amazon fulfillment.
You obviously weren’t paying attention. The only way I could re-order was from third party sellers at a massive mark-up. That is why I wanted Amazon to make good on the difference. Not an unreasonable request given that they were the ones who cocked this up. Why should I have to pay extra for the item I ordered just because Amazon made a mess of my order?
@@JoeChip sorry, correct me if im wrong. you were asking for a replacement because the item you received is somewhat different? and you knew amazon has stock on its fulfillment. so thats why u kinda ask for a new one? that was why i thought you could just get a full refund for the item that appeared to be unusual, and re order on amazon website since you thought amazon has stock of the item... i thought of that because it appears that they didnt give u an option for replacement because it was sold from a third party.
You think that's bad try getting a refund or a simple authorization cleared for a pending charge. Not only did they hold the authorization for two week the last time, but this time they wouldn't help me and even hung up on me. I'm surely considering what is the purpose of me paying a monthly fee for crappy service.
as a rep of amazon. we have an option for items sold by a seller and fulfilled by amazon for a replacement. but not all the items can be replaced. were just humans. not magicians.
It was sold by Amazon, not a third party.
Joe Chip if it was sold by amazon the rep. won't even give you the policies on the first place. and the item's seller on the website can be changed, thats the reason why the rep. does not have the option ti give you a replacement. dont ask for something that cannot be given.
@@christianteodoro153 Amazon should still refund and pay for the difference, otherwise we should be calling it Ebay.
@@JoeChip she said it is sold by a seller but dispatched by Amazon
Akeya so sweet What she said or didn’t say is irrelevant. The item was sold by Amazon.
I will simply hang up on you and quit after this call. I would hate talking to you. God bless her!
Because you don’t believe in good customer service or because you’re a jerk or both?
God isn’t real.
Amen, God bless her.
joe try to work in IN AN amazon CUSTOMER SERVICE, THEN I WILL COMPLAIN THIS TO YOU WTF WILL YOU DO??
Try to solve your problem. If I can’t, I’d escalate to someone who can. If that’s not possible because the company has tied my hands, I certainly wouldn’t blame you for wanting what you paid for.
I work for Amazon myself and i can tell that she is right, when the item is from a third party seller there is nothing we can do about it unfortunately, no matter how hard we try 😔.
It was sold by Amazon. There’s a pinned post that explained this. Why do Amazon employees find it so hard to listen?
@@JoeChip my bet is they have an army of CSA doing damage control, since this call is offshoring at its worst.
@@dianagama3390 Yes, I also suspect that’s the case. There were even reports a couple of years ago about FC Ambassadors, Fulfilment Centre workers who were used to go out on Twitter and talk about how great it was to work at Amazon. There were supposed to have been retired after widespread mockery but I wouldn’t bet against something similar still being in place. Companies like Amazon seem more interested in damage control than they do customer service or care of staff.
you are so entitled dude. I would take a moment and listen to this call and really evaluate how you handled it.
Yes, wanting what you paid for is incredibly entitled. 🤦♂️
@@JoeChip the way you handled it was entitled and your expectations on someone who is just trying to make a living is entitled. You were given the options that were available. You chose to be a baby. Take the full refund and move on. It's not that hard to let it go.
Problem is, they never check these items first before selling them out to us.
If they checked & tested them out, there wouldn't be a problem in the first place
And that's why Idgaf when I make some of my returns to replace old items I ordered with the same exact new item😂😂
There's one thing I do agree with... the agent was horrible, she didn't even care, she didn't try to calm you down and explain the situation. And from what I heard from the call she didn't verified security, that maybe the main reason she treated you like shit 🤣 another tip: always verify security, otherwise the agent is not sending her survey so, she doesn't give a fuck about what happens during the call.
If he contact through amazon app or Web we get a pop up which means we only needed to hear ur name and match with wat we are seeing so she doesn't need to go through the verification it was already verified before it came to her
yeah... but it doesn't sound like the agent is going to send any survay by the way she took the call 🤣
@@dayglammI cannot understand american people.
I used to work as a cs in amazon we have a new verification process wherein we need to send this verification to the email of the customer that he /she associated. And american people said that this kind of verification is too much of a hassle for them and they don't want to do it.
Amazon is awful ! I spoke to them and they promised me my refund. NOTHING! Two items I returned, total cost £75, no refund. Will never use again!
😂😂Just buy to the store next time okay? It's not our fault sometimes we're just explaining the process that is given by is.
Jerico Jake Or, “why are you ringing us? You know we don’t give a damn, right?”
Joe Chip 😂 or "You have a problem, I have too so solve your own k bye!!!"😂😂
I agree with u broo.! :)
He's so dumb
00 Amazon employee who screws up the package set another date then cancels 😂 I have to ask for refund on your behalf and when will they hire people that can speak proper English and pronounce words we can understand like I had one employee didn't know what is ZIP code is but he was asking me for the codes what codes are you talkin about sir lmao instead of giving interns jobs and Mickey D's they should give them the Amazon job
I work in Amazon Customer Service, and CSA is not who create the policies, as a agent and also as our job we have to follow up policies, when the customer wants to get a replacement or refund and is for a Third Party sellers we have to contact the sellers first to get a resolution, in case they do not provide a resolution in 24-48 hours customer has to call us back to make a A to Z guarantee claim in order that Amazon can take actions, In some cases when the cost of the item is like for $30 $40 or something like that the A to Z guarantee claim is approved in that exactly moment and customer does not have to wait any more, so for that reason we have to educate the customer and also customer has to understand that we just have to make our job and as a Agent from customer service amazon I always try to create a good relation with the customer and get empathy with them.
You see this is one of the problems I have with Amazon reps: they don’t listen. I have said repeatedly that the item was sold and dispatched by Amazon, not a third party. Listening is the absolute first rule of any customer service.
I work in customer service, and we also have systems that prevent us from doing things, however if there is a limitation, it’s my job as a Customer Service Adviser (key word adviser) to explore other possibilities and if necessary, approach higher ups who can find work arounds.
If I was yourself, I would have asked for a Manager or a Customer Experience Leader, because they do have other options and it’s quite literally their job to monitor a company’s approach to customer service.
Ask for a manager mate.
I’ll do that in future but I’ve also come up against intransigence when making such a request in the past.
Thanks for the advice, though. Much appreciated 👍
Yoooo, I work for Amazon too. I understand the tone of the CSA, BUT. These types of customers are the WORST they think we have like a magic wand and we can solve the problems, nah man. Do you think I care to give you a couple of bucks? Nah, I've done returnless refunds for hundreds of dollar a because the system lets me. We rather give away the best resolution for the customer rather than get all of this nonsense chit chat.
They actually train us to deal with cxs like you, and we have to just apologize, let you vent and explain, and we are going to receive a NO, but trainers actually listen to these calls and think the exact same way, it was a NONSENSE CALL. Stop with you bullshit buddy, its enough to handle 60 calls a day for you to come with Karen attitude.
Everyone makes fun of these type of cxs.
So, you are trained to fob people off?
There you have it folks. Amazon CS are there to prevent customers from getting a satisfactory solution.
And what a crap attitude you have towards customers.
@@JoeChip
Crap attitude? Who you think you are? "A customer" oh yeah, we all ARE CUSTOMERS OF SOMETHING. The difference is that some people are rational and some not. You are not rational, she explained the policies and never cursed at you, never raised her voice. And I'll never do that with any customer even if they are a pain in the ass because we are trained to keep our cool, let the cx vent and then explain. Is that being a bad representative? We do not have a magic wand, we have a monitor and options if you dont take them that's your problem.
You're soooooo out of reality regarding this, take at least ONE CALL with a irate customer to understand how frustating is not to send that idiot to hell. We are people not robots.
@@an.s.7930 I don't think you quite understand what the term rational means. It's not just a insult you hurl out like someone drunk on meths.
There were options that weren't offered, either because of unwillingness or bad policies. Either way, the service was terrible.
I've worked in a customer facing environment with people actually screaming in my face, so don't think for a minute that you know something about this that I don't.
And telling customers "it's your problem" is indicative of the attitude I've seen from a lot of people who claim to be Amazon CS staff. Honestly, if I'd had that attitude when I was working with customers I'd have been sacked.
@@JoeChip
Oopsie, sorry that I don't the balls of a bunch of people who think that pmfor playing 12$ a month make them like some kind of kings, I've never disrespected anyone, I always treat everyone with patience, but... That doesn't mean that they are anoying af.
@@an.s.7930 You said you make fun of customers. If that's not disrespect, I don't know what is.
This "us and them" attitude I'm hearing from you and others who claim to be Amazon CS agents is not at all healthy. Maybe you need to take a step back and realise that customers aren't your enemy.
I am working as a customer service and you are being so bad to her. Literally my nightmare. She can do nothing more than what she told you and you keep repeating the same things over and over again🙄 it feels like she was talking to a wall honestly
What is your purpose as a CS rep? Is it to frustrate and annoy customers and stop them from getting a successful resolution to a problem? Seriously, the rep did nothing to help me and yet you say I am the problem. That's so bass ackwards as to be laughable.
Everytime I call Amazon customer service, it's just an Indian call center representative ignoring everything I am saying, while listening to themselves talk. I had an expensive delivery sent to the wrong address and the Indian lady blamed me instead
Oh my god, now I understand how entitled some people can be in the West! Granted, the company made a mistake and send you an item that is not in good condition. As a seller, all they need to do to maintain credibility is to accept their mistake and refund the order. Period. If a replacement is available then, yes it should be resent. But beyond that, any demand is both unreasonable and moronic. And I'm surprised that a discount was offered, it may not solve the issue at hand but the gesture is appreciable.
I'm not sure you understand how customer service should work. If you screw up you should move heaven and earth to put that screw-up right. It's simple CS 101. The idea that the customer should meekly sit back and accept whatever half arsed measure is proffered in an attempt to get rid of him/her is so way off the mark that it would be laughable if it wasn't such a prevalent attitude.
Joe Chip you fail to understand the point there was nothing she could have done if it was sold and fulfilled by amazon she could have issue u a replacement but unfortunately it was sold by a third party all she could have done was issue u a refund or add credit to your amazon gift card there are policies that they have to follow too.
Ann Graham It was sold and fulfilled by Amazon.
@@JoeChip as i can see she is telling as sold by a seller, why u are telling sold by amazon?
BenTechnica Listen more carefully. We are talking about the possibility of my buying the item again from a third party seller. I was asking if I could not purchase from a third party and have amazon refund me the difference, as a good will gesture. I don’t think that’s unreasonable, do you?
I am an Amazon customer service representative.some customer do not understand that if it's coming from a third party seller,there is no way,but contact the seller and request a replacement or a full refund.our options are limited when it comes from a third party seller,besides if the merchant did not provide or reach out to the customer,then will file an a to z guarantee claim.amazon will take full responsibility.
Read the pinned comment 🤦♂️
I once worked as Amazon Rep here in the Philippines. The rep is correct about the Amazon Policy, FBA items are sold by seller and shipped by Amazon, therefore can't be replaced. But I know where the customer is coming from, if I am that rep, based on the situation, I'll consult my supervisor, if the item can't be replaced, then process a refund and from there, the workaround comes, offer customer assistance and follow up for the return process, explain that he may pay for shipping back the item but Amazon should have atleast give credit to cover the expenses. After that offer and cx still insist on replacement, this should be escalated (just setting expectation, if item is FBA, even supervisor and super duper supervisor can do nothing about it. Well one thing I noticed, Mr. Joe is relatively easy to deal with, if he's from another race (opps I will not name drop) surely it will rain curse and profanities) 😆😁
It was not sold by a third party seller, though.
Thank you for saying I was relatively easy to deal with, though. I try very hard not to be rude to CS agents as I've worked in customer facing environments myself and I know how difficult it can be.
fulfiled by Amazon does mean the seller the item, it's the seller goods
*I hate their customer service. I have had 5 packages stolen, 1 of which I repurchased Joe. They are now threatening to close my account, I keep requesting that usps/ups require signatures upon delivery, but no go. I've been watching these videos as a result, I have congestive heart failure. They're stressful. I just want what I pay for and to be a valued customer, I can't get either I see. They fault you for their mistakes.*
First off, sorry to hear about your heart failure.
I agree with you. It used to be that Amazon CS were very good. Now it seems to be designed to just get rid of customers. So much for putting customers first.
newsflash i been through this before and they only do returns and then you have to buy it again and then they put the discount on the next purchase of the same thing you wanted.
If a replacement option was available do u think the agent would be going back and forth with u sir ? I understand amazon messed up but understand that the agent is working with a computer that limits the available options. Just get a refund and reorder, ask for an expedited shipping.... if the option is not available the rep cannot do anything because the rep cannot override the system
I couldn't reorder because it was a limited item. That's why I pre-ordered it in the first place. If the rep couldn't deal with my problem she should have passed me on to somebody who could.
@@JoeChip tbh noone at amazon could do that, only the seller themselves. if its a seller item the policy is the same for even the managers
Tollie-jay’s Life The seller was Amazon. And if what you say is true then Amazon need to change their policy. A policy that prevents a customer getting the item they paid for following a mistake by Amazon, isn’t fit for purpose.
Joe Chip ok because the rep was saying that it’s a seller item. If it’s sold by amazon the only way a replacement could not be done is if the item is out of stock. Some of the policies are bananas though
Tollie-jay’s Life That was the problem. It was out of stock. It would be because it was a limited run item (that’s why I preordered it). The only way I could get it was to buy it again from a third party. That’s why I was asking if Amazon would let me purchase the item from one of their sellers (at a markup over the rrp) and refund the difference. That way I would have the item I paid for but without spending extra money. Amazon messed up, I would think that would be the least they would be prepared to do. It seems not, though.
No wonder this video has so many dislikes, this man thinks he owns Amazon and he know how everything works. However he has absolute right to be disappointed but the way this man is behaving is wrong and the customers demand anything like we will do it with out hand.
People should simply sometimes understand the logic and the policies.
She simple provided the possible options already in first minutes but he is not simply ready to understand.
This video has a lot of dislikes because it’s been flooded by Amazon employees talking utter nonsense in an attempt to damage control bad practice.
@@JoeChip This video is simply have so many dislikes because you weren't understanding.
Amaon needs to charge the seller to get the new item.
As an employee at Amazon, amazon agents are provided with a system that automatically generates the available options for that specific item & situation in strict accordance with Amazon's policy.
The agent can't change the system, change the policy, go to a "different system" or contact anyone else since literally everyone is on the same system. (Yes even managers).
So basically calling multiple times, speaking to different agents, repeating yourself a bunch of times, saying that you don't like the option that is offered to you and complaining won't achieve anything.
So yes, we do indeed need to simply accept the options that are given to us. Instead of doing what you did which was to constantly explain again and again why in your head the agent should be able to do so & so when the agent (and no other one) literally can't do it because they have no tools or options to do so. Which the agent explained why multiple times, as I'm sure the previous ones did as well.
Whether we actually like this or not is a completely different topic, and also an irrelevant one at that matter.
Then my point stands and Amazon CS sucks.
To be honest
Personally whenever I hear an Indian accent, I just start thinking that that’s a scam.
Scammers have ruined this for the rest of the Indians
But yes, Amazon has issues
So wrong so sad
Third party sellers only use amazon website as a selling platform. Amazon does not hold the inventory of the item.
When items are sold and fulfilled by third-party sellers, you need to contact them to send a replacement.
If they do not respond or reply, amazon will just be the one to process REFUND for you. But amazon CANNOT process replacement because third party sellers are independent from amazon, and in no way amazon can process the replacement.
Also, the status of the item could change from being sold and fulfilled by a third party seller, to being sold by a third party seller and fulfilled by amazon. But your order depends on what the status of the item was when you ordered it. It is associated with that status and time. And we can only process things accordingly.
It was sold and fulfilled by Amazon. I have a pinned tweet explaining this.
The representative is right she cannot issue you a replacement because it was sold by a third party what she can do is issue you a refund and you could have purchase it else else where or when it was back in stock, there was nothing she could have done she don’t have access to the inventory. You are just trying to be difficult. Smh
Ann Graham I was NOT sold by a third party. It is a collectible and will not be back in stock and I could not purchase elsewhere for that reason. The only place I could obtain the item was from third party sellers on Amazon. If amazon actually cared they would have allowed me to buy from one of those sellers and refunded the difference. After all, it was Amazon who messed up here NOT me.
What she is trying to explain is the item that is available is coming from the 3rd party seller . In which she could not replace it. I really do believe that the item you bought is sold by amazon, but it just so happen its out of stock and cannot be replaced
@@angtan4124 Ok, so why was my suggestion that I re-buy the item from the third party and have Amazon refund the difference not acceptable. It was a readily available solution to the problem which was caused by Amazon. Surely they would want to rectify that?
USA most customers don't want to return and want refund.
I handle 70-100 people daily and 20-25% customers are like you and argue about policies and refund.
So you are failing 20-25% of customers. What does that tell you about the quality of Amazon CS?
Issue: Defective items
Actions taken: Contact seller
Resulotions: Request replacement from the seller.
If the item is sold and fulfilled by a third party seller.
The item was sold by Amazon. That’s why I rang them.
Associate was so rude, she has not a mind and she did not ask the customer for is there anything else and she was so rude she can tell the customer that you can talk with the seller and I can guide you through the steps so that you can talk with the seller.
Careful there amazombie you almost made a coherent sentence
do you have permission for share the voice of the girl??
I don't need permission.
I am Customer Service rep myself and she was indeed a little rude, however she did what was possible within the policies
But Joe doesn't like the options that she had available so therefore he is right and she is wrong.
I am right. Companies can't just hide behind "it's policy". It the policy is making life difficult or impossible for customers the policy needs to change, it's as simple as that.