Has anyone noticed recently that Amazon Prime customers no longer receive a service from their CS? I've had occasion to speak to them a few times recently about problems with orders or deliveries and they just say basically 'everything will be OK' and contact us in x of days if it isn't OK and we'll then try (and pretend) to resolve the problem. They make no actual attempt to try and correct the problem or offer a better solution. They got rid of the separate 'Complaints' email address and now you have to go through chat and chat won't refer you to anyone else to get a complaint resolved. Yesterday the person I was complaining about refused to progress it any further. Basically they mark their own homework. When I started a separate chat they kept cutting me off and replying to a different question than the one I'd asked.
I've had the opposite experience.in the past 48 hours, but then again the item in question was supplied by Amazon and delivered by them, and the evidence was pretty damning.
Mine was Amazon supplied as well. I pre-ordered a Kindle Paperwhite 11th Gen which was delivered on the 11th, After 24 hours my 600 books had downloaded but my 120 folders hadn't after repeated tries downloaded so they decided to replace it and were going to send it out for yesterday but I asked instead for today. It was dispatched yesterday and stayed that way for most of today until they sent a message to say it had been cancelled and new delivery day is shown as Wednesday rather than the following day. Normally I'd be annoyed but been OKish with that but we have to go to my Mother in Law for a few days on Tuesday and no one will be in and we don't have a safe delivery location. I asked CS if they could cancel this delivery as they've probably lost it and send out another for tomorrow. In the past they would have and have done this. However they said wait until Wednesday and if it hasn't been delivered then get back in touch and just kept repeating that. Yesterdays call to CS was to ask why they repeatedly ignore my Amazon day and just send stuff out for delivery on any day especially if you don't have the option to reschedule or cancel. I've also asked CS why, when I order stuff that should easily fit through the letter box they repeatedly put it in packaging that won't. Every time they apologise but it keeps happening time and again. Last year CS was brilliant and they were really helpful. This year it's a whole new attitude.
Ditto. We use to actually get great customer service, but now it’s changed into “Sir we can’t do anything until { date } please contact us then”.
Had 2 orders go walkies on me last weekend, 2 minutes in online chat had both resent and arrived the next day. I've only ever needed to contact them twice and both times they pulled their thumbs out and got the job done, so I can't fault 'em
I got a call a few hours later from a Senior Manager who'd read the chat transcript and wasn't happy with what had been done by CS. She did what CS should have done and arranged for the order to be cancelled and a new one sent out. Unfortunately missing the time slot for delivery tomorrow which, if CS had done it earlier, would have been met. Unfortunately after 5 delivery attempts the package will be returned and refunded and as I may not be in it's a likely possibility. Good attempt but too late and failed. Apparently Courier claims original package was damaged in transit. I also told her look at yesterdays chat transcript and then explain why my repeated requests to complain formally were ignored by multiple CS operatives.
My latest return had been nothing but trouble, still on going. So I'm trying to return a laptop, process started last Tuesday evening, Amazon return page say they will pick it up. Wednesday......Thursday....... I chased up and Customer service said Friday will come...... Friday, still no collection. Friday evening I messaged again and was told I can send it using my own carrier. I confirmed address, was told use address on the Hermes label. So I RMSD to the address on the label as requested. (To their credit, they've refunded me the RMSD money) I dropped off Saturday morning and I thought that was end of it. To my surprise, it was refused at Amazon address and returned back to me. So I went on CS chat asking for it to be collected tomorrow, again. I wasn't going to post anything, but I I had just received an Email: "'ve sent a request to Hermes to collect the <correct laptop name> on [DATE] from the following address:" Yes, it not only have an obvious typo (missing I), but also dose not specify the most important information that caused the return problem in the first place. I know the missed collection is probably more Hermes issue. But their CS also gave incorrect information.
Every time I've had to deal with Amazon's CS dept they have been great. It's one of the areas they really stand out, in my experience.
This time last year I'd have said the same, they were brilliant and sorted out problems proactively. They were the ones finding solutions rather than me having to suggest them and being ignored. The replacement Kindle has been delivered and has the same fault so I went back to CS chat and spoke to 7 different people in a single chat session. They kept disconnecting, curiously when they'd run out of ideas of how to fix it, usually between 1 and 5 minutes although 1 person obviously read the previous chat and disconnected without even saying 'hi'. Eventually I asked for a call back which I'm always reluctant to do as I'm partially deaf. The problem is still not resolved but at least someone appears to be taking it forward. I still have the Senior Managers contact details in case I need to escalate it. It's more than likely the Kindle will be returned for a refund as no-one seems to have a clue how they work. I don't really want to do that as it seems a far better reading experience and as my sight is deteriorating quite quickly would have meant I could continue reading. If anyone has any idea how to get Collections to download to a new device fell free to help. I can create a new Collection on the Kindle and add items to it but what I cannot do is add existing Collections or recreate them. The option to display Collections in the Filter option is missing and it's greyed out in the Sort option in both 'All' and 'Downloaded'. As I have 600 Kindle Books (and 500 eBooks) with 128 Collections I don't want to do it all again manually especially as I'd have to setup the old Kindle again which I intend to keep as a backup device. There's other minor problem with the new Kindle, 2 books don't seem to have downloaded but without going through them all I don't know which ones and roughly 50% of the Covers haven't downloaded. At least this time it only took 10 hours to download the books rather than the 22 hours it took the returned one.
Yes, after delivering the books I then tried the collections but all it does is redeliver the books. Bear in mind I've spent over 5 ours trying to sort this out and am pretty certain I've tried everything. The device knows the collections are there as you get a message when you try to add a book to an existing Collection but when you go to the 'All' section there's no option in the 'Filter' for Collection and it's greyed out in the 'Sort' option. I kept thinking I must be doing something wrong but the Support Technician said I was doing everything he would do. Bear also in mind that the Support people have had me deleting the whole lot of books and starting again as well as de-registering and registering again which also deletes everything and requires downloading again and it's a minimum of 10 hours to do that. I've reset the Router and switched from the 5GHz channel to the 2.4GHz channel which doesn't make a noticeable difference to the download speed (70mbps)
