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February 5th, 2008

12:32 AM

Amazon Customer Support

Is it just me or Amazon's so-called "customer service" is completely rubbish nowadays? I believe they outsource their customer service to India. Anyway, I wonder whether there is some basic comprehension problem with these people or there is a communication glitch between HQ and wherever it is "customer service" is located, because for my last few queries to Amazon, these people nearly made me vomit blood.

They sent me form responses that didn't answer my question. Sometimes one fellow would tell me something that would be contradicted by the next fellow.

What really irks me is that they do not allow you to respond directly to their customer service people, so whenever I get a useless response, I have to go back to the Amazon contact page and type in my query. It is so annoying, especially when chances are the query will be picked up by some joker who has no idea what I am talking about and I have to start from square one all over again.

The response time is terrible as well, usually taking three to six days, so it is not unusual for a simple query about what happened to a late shipment to drag on for a week before I get any satisfactory response.

I really hate shopping at Amazon sometimes, but alas, I don't have an alternative option at the moment, ugh.

But the worst customer service response time has to be iUniverse - ONE MONTH to get back to me on a simple query as to what the hell happened to an ebook I bought that I couldn't download for whatever reason. This is why you will never see me spend a single cent on that useless place ever again.

5 comment(s).

Posted by MB (Leah):

This is pretty much my experience with most companies, especially those that have outsourced to India or wherever. AOL, eBookwise, Amazon, etc. customer service all suck. The only company I got incredible, bend over backwards to help me was small specialty software co. I wish they were all like that. I usually give up or in most cases if it's a technical issue, I manage to figure it out for myself, which is good, because when I do get an answer it's usually worthless or totally off target.
February 5th, 2008 @ 3:03 AM

Posted by veinglory:

My reaction to Amazon's help could best be expressed by about 2 hours of hysterical screaming followed by some quiet sobbing.

Yes, you get the same potted answer-for-idiots (e.g. did I try using the website, yes dipshit, I did) up to 8 times in a row (no exageration, I have counted). Normally something I have aready specifically said I tried and why it didn't work. I don't go to help until it is something only someone with access to behind the scenes can fix.

Calling can help but for affiliate probalems the only option is *not* a free call. To top it off their webforms are getting morw and more buggy which the help desk person actually acknowledged. The change of address form "often" will not work.
February 5th, 2008 @ 7:05 AM

Posted by Mrs G:

The change of address form "often" will not work.

Tell me about it. I asked about that one when I had my Gmail account and wanted to change my email address, but the issue dragged on for more than a week with the people over there giving me either suggestions unrelated to the issue or stupid form responses that I gave up on the matter altogether.
February 5th, 2008 @ 8:07 AM

Posted by Bev Stephans:

I only use Amazon when I absolutely have to. I have found Books-A-Million more helpful. They have a toll-free customer service line and you can also e-mail them. I have been using them since 1999.
February 5th, 2008 @ 9:43 AM

Posted by B:

A little late here but I just have to commiserate. I won't order from Amazon anymore unless someone else gives me a certificate from them.

I had an order a while back that went out UPS. I waited, waited, waited...kept an eye on the tracking...yet by all appearances it looked as though something had happened to my order. So I e-mailed Amazon and got back a response that sometimes an item could take a week or more to reach its destination...Never mind that the warehouse is about one state over.

So I kept an eye on the tracking and finally saw a change. My order? Yeah, never actually got shipped out. I e-mailed Amazon again, copying and pasting them my proof that they had screwed up. The response I got back? The same thing. They persisted in lying about it even though I had ample evidence that they hadn't shipped my order to begin with. Isn't that just charming?
February 12th, 2008 @ 2:34 AM