What an utter palaver!
I had a viral infection at the start of last week and was rather croaky so didn’t contact them immediately. I could not get a callback to my mobile despite numerous attempts and chat was pretty useless.
I did discover that I could get a call to the landline.
A tip if you actually want to speak to someone is to go to chat and type ‘I need to talk to someone’ and an option for a callback appears. This is a tip as if you try to get a phone callback without using chat you have to go through a system where the available dropdown reasons don’t always fit and there is no ‘other reason’ option unless you enter an incorrect ‘reason’.
Anyhow, late last week I had an email saying please return item A by mid June or you will be charged. Well what about items B and C? I was concerned if I returned ABC having only been asked to return A that they might not process all 3 returns correctly (only A) and later charge me for B & C.
I eventually discovered the phone call tip but the call was virtually incomprehensible due to poor quality and audio dropouts despite the lady phoning me back to a landline. I was told my mobile number was ‘blocked’ I have no idea why as it appears automatically from my ‘profile’. The agent agreed that they might mess up the return and would issue a different return code, then the calls failed.
I invoked another call and after lots of explanation about the inconvenience of having to accept a locker order which I’d been assured would no longer even be in the locker, unavailabilty of various return mechanisms and time wasted the support agent simply said ‘keep the items, gift them to friends/family or charity’. Great resolution I thought.
He said he’d email me later to confirm but of course no email came. Instead I had an email from someone completely different advising a link to return all 3 items.
I couldn’t face talking to them again with a croaky throat until today.
Mobile number still blocked it would seem despite being told a request had been submitted to unblock it.
Spoke to someone clearly not in UK who told me I had to return the items or be charged as he had no record of an email saying not to return them.
I asked for this to be escalated as there were clearly issues with their support records.
This agent was quite terse and kept asking ‘how do you want to escalate?’ - ‘You tell me my options’ I said and he said the best solution was to return the stuff. Went round the mulberry bush for about 20 minutes, I then told him I was unhappy with the inconsistency of support responses/decisions and that I suspected their team was not UK based and there might be cultural communication nuances at play. Actually I din’t say that but it was my perception, I simply said I didn’t think he understood my concerns and frustration.
I asked if he could kindly provide me a UK email support contact address which seemed to rattle him and he said I can transfer you to a supervisor or UK support manager so I opted for the latter, why did it take so long?
Was put through to a very polite ‘manager’ who took my mobile/landline numbers and called me on mobile which was considerably clearer than landline. Odd.
Typically I got cut-off due to a second incoming call despite asking the ‘manager’ if he’d mind being on hold briefly as a family member was unwell. No idea if he hung up or if ‘Acept and Hold call’ didn’t work at my end.
Another attempt at a call to the landline was much clearer, spoke to a very polite lady who once told I’d been cut-off immediately transferred me to a UK support manager. This time I’m convinced it had been escalated to a UK based support member and after boring him with the story again I was again told, just keep the items, gift them or give them to charity. At least I now have an email detailing this.
In all honesty I feel a little guilty having a duplicate order for free, however I felt there were several important elements of customer feedback (negative and positive) I wanted to give to Amazon, and I’d estimate the faff of it all has taken 5-6 hours to resolve if not longer.
Why can’t they just have a customer support number you can call in the UK? (interestingly the first manager’s number was a UK one, I called it back and simply got ‘You’ve reached Amazon. Successful test. We are now disconnecting you.’)
Appreciate this is boring as hell, but I’d probably have saved time and money simply being billed twice!