Your call is very important to us (not!)
I am trying to return something I got for Christmas to Amazon. Here's the procedure:
1. Go online, click returns area
2. Don't have order number, need to speak to someone. Click the kinda cool interface that calls you and connects the call with a rep.
3. Clearly rep is in India, and it's a VOIP connection, so the connection is not clear and they are not good at understanding my american accent. As a result, I need to speak slowly and clearly for them to understand me at all.
4. The rep tries to help me, but is very slow at comprehending what is going on. I do not have the order number, and because of that, they have to look up the information of the sender to find the order. I'm faced with a really slow process of communicating all this information to them.
5. They put me on hold, during which time I hear an endless 15 second loop telling me over and over that my call is very important to them and they'll be with me shortly.
6. Finally they find the order, and say they are going to email me a shipping label and instructions. I hang up.
7. Email doesn't come. Wait a day, call back, repeat steps 1-6.
8. Email comes, but I'm returning 2 things, and only get one return label.
9. Wait a day, call back AGAIN. Repeat steps 1 thru 5. This is the dumbest guy yet. He has no idea how to even process a return, so I lose my shit, start swearing, ask for a manager.
10. Sit on hold for 20 min. Write an angry email to Amazon during that time, get a response that says that they don't accept email at that address. Guy comes back, manager is in a meeting or something, he'll call me back. Everything they have told me so far has been a lie, so I don't believe him. We'll see...
The upshot of all of this? I thought that having a wish list on Amazon would be a good idea. Unfortunately, the downside is that it's almost impossible to return something, so I'm probably not going to put stuff on that list anymore, or only things that I really, really want. Amazon could make a lot more money from me if they would just have even halfway reasonable customer service. The experience is similar with Dell these days, and I won't use their products and strongly recommend against them to others as well.
1. Go online, click returns area
2. Don't have order number, need to speak to someone. Click the kinda cool interface that calls you and connects the call with a rep.
3. Clearly rep is in India, and it's a VOIP connection, so the connection is not clear and they are not good at understanding my american accent. As a result, I need to speak slowly and clearly for them to understand me at all.
4. The rep tries to help me, but is very slow at comprehending what is going on. I do not have the order number, and because of that, they have to look up the information of the sender to find the order. I'm faced with a really slow process of communicating all this information to them.
5. They put me on hold, during which time I hear an endless 15 second loop telling me over and over that my call is very important to them and they'll be with me shortly.
6. Finally they find the order, and say they are going to email me a shipping label and instructions. I hang up.
7. Email doesn't come. Wait a day, call back, repeat steps 1-6.
8. Email comes, but I'm returning 2 things, and only get one return label.
9. Wait a day, call back AGAIN. Repeat steps 1 thru 5. This is the dumbest guy yet. He has no idea how to even process a return, so I lose my shit, start swearing, ask for a manager.
10. Sit on hold for 20 min. Write an angry email to Amazon during that time, get a response that says that they don't accept email at that address. Guy comes back, manager is in a meeting or something, he'll call me back. Everything they have told me so far has been a lie, so I don't believe him. We'll see...
The upshot of all of this? I thought that having a wish list on Amazon would be a good idea. Unfortunately, the downside is that it's almost impossible to return something, so I'm probably not going to put stuff on that list anymore, or only things that I really, really want. Amazon could make a lot more money from me if they would just have even halfway reasonable customer service. The experience is similar with Dell these days, and I won't use their products and strongly recommend against them to others as well.
posted by Chris at 5:36 PM
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