Is Amazon Customer Support Unprofessional?

OzyBe on 11/07/2021 - 19:17
Last edited 11/07/2021 - 19:18

So, just made contact with Amazon Australia Customer Support to return an item.

Now I know that customer service people supply fake names, but the person I was online chatting with was using the name Princess Sarah Maquinana.

I sure hope she is not a real princess, or times must be really tough at the moment.

So, after having to re-iterate the issue over and over (which is normal), I asked to get a transcript of the chat, to which she said no.

If this happened anywhere else, you would think there was something shady going on.

I can just imagine what it would be like having to lodge an issue with Fair Trading, and having to document that you discussed the issue with a Princess.

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Comments

  • ShatGPT on 13/07/2021 - 13:10
    +1

    In my experience Amazon customer support people (both chat window and on call) are perhaps the best trained and most accommodating of any organisation I have dealt with. And the chat transcript is automatically sent to you if you click the option when exiting the convo - did you select they option?

  • striker5950 on 13/07/2021 - 13:23
    -2

    i had the same experience, they are using cheap Indian customer support same as Telstra, i know there are levels even with Indian customers support, for example Optus is grade A Indian support, very helpful and caring.
    amazon is much much worse than Optus, id say grade F Indian or Filipino customer support. I've dealt with them on multiple occasion, you have to explain the issue about 10 times to different people, the level of English is much worse than Optus and they are not caring nor helpful.

    • ensanguined on 14/07/2021 - 13:07
      -1

      Optus is absolute trash for support, and this from someone who suffered with them for over a decade before finally finding the prices being lower wasn't worth the pain of dealing with them.

      • striker5950 on 19/07/2021 - 11:32

        not my experience. ive been with optus for 10 years before telstra, they have always solved my problem or given me a refund (divided by 30) for any days my speeds were slow. i guess its different from person to person. Telstra on the other hand I had to contact support about 6-7 times all of which were bad experiences. amazon i had to contact twice, both bad experiences.

  • tkdbboy on 13/07/2021 - 13:30
    +1

    Amazon CS has been great for me. Did a return for me within 5 minutes of contact after the 30 day return as the product was not functioning as advertised and the manufacturer was being a pain. I was emailed a chat transcript automatically but can't recall if I opted in for this anywhere. Just assumed it was a static process.

  • whatif on 13/07/2021 - 14:01

    Windows 10 has builtin Gaming Mode, Press Win+G to start, heaps of features like recording etc.
    Best one is Try Win + ALT + G to start the screen recording before starting the chat :)

  • Hunter14 on 13/07/2021 - 15:29
    +1

    In my experience the names don't bother me at all. However, they are clearly using cheap outsourced labour with limited English with scripted templates.

    I find either I will get someone who lacks manners/empathy or someone who is overly polite/sympathetic to point it doesn't seem genuine. No in between. They do eventually solve any issues.

    I use Amazon Prime a lot and don't usually have to use chat support often because their website and ordering is unbelievably efficient.

    • FutureTech on 16/07/2021 - 21:21

      "I find either I will get someone who lacks manners/empathy or someone who is overly polite/sympathetic to point it doesn't seem genuine. No in between. They do eventually solve any issues."

      That's very accurate - it got to the point of being extremely hilarious at times

  • Inquisitor on 13/07/2021 - 20:04

    Good old Amazon CS. They were amazing at one stage, a lot of goodwill, etc. However, I've had to push a bit harder recently (in the last year) in trying to get anything out of them. However, they were often more generous previously too.

    Still, Amazon CS - windowed chat, is still quick and often get results!

  • mikezillakind on 13/07/2021 - 21:33

    amazon US CS vs AU CS ….

  • ErlichBachman on 14/07/2021 - 10:25
    +1

    i've had nothing but great experiences with amazon / audible staff over the past couple of years personally

  • Guybrush57 on 18/07/2021 - 12:24

    Just spoke to Amazon support regarding the $13.48 Duplo deal. Landed on the page, price was $13.48. Immediately bought it and was charged $22.00. Immediately spoke to customer service who refused to correct the order price.

    I filled out the feedback form suggesting they implement a 1-minute leeway where if you land on an Amazon item webpage and it has a set price, you should be charged that price if you purchase it within less than 1 minute of landing on that page. Otherwise, as I stated in the other thread, it would be akin to buying $50 worth of groceries and having the staff member telling you to paywave now and as I move my hand towards the eftpos terminal and it is about to beep they say PRICE IS NOW $100 beep THAT'S WHAT YOU AGREED TO. NO TAKE BACKS!

    • jayboi on 18/07/2021 - 13:53

      Restart the chat. The agent you spoke to obviously didnt care and was lazy. Others are willing to help

  • popsiee on 13/03/2022 - 19:36

    Seriously OP .
    Sure of the billions of people on the planet some have their first names as Princess .

    • OzyBe on 14/03/2022 - 09:27

      I seriously did not know that Princess, Prince and Duke were common first names when I made this post.

      I just saw this as coming up with a fake name / alias (as is common on chat and call centre contact), but not making an effort to make the made up name sound genuine (like in an act of disrespect).

      Just think of the situation where you have to escalate an Amazon issue with the Department of Fair Trading, and stating you made contact with Princess Abadalla.

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