Seller Support Is Awful: Here's Why
All of us third-party sellers know how bad Amazon's Seller Support is, but did you know that it's probably intentional? Recently, big companies have been using a technique called Sludge to dissuade customers from complaining and asking for problem resolution. They transfer you between powerless agents, they put you into endless holding patterns, they require you to submit the same information multiple times, or they simply drop your calls. All this recalcitrance is intentionally meant to persuade you to just give up and say "Screw it" (or words to that effect). The Atlantic magzine just published a remarkable article on Sludge.. Amazon won't let me include a URL, so you'll have to google it yourself (thanks, Amazon).
Seller support people are often graded on how short their contacts are and on the number of instances of people seeking to escalate matters to a supervisor. They are purposely kept powerless to resolve problems. In fact, they aren't even there to do so. They are only there to reduce the number of people who contact them by exhausting their patience.
Now we know.
Seller Support Is Awful: Here's Why
All of us third-party sellers know how bad Amazon's Seller Support is, but did you know that it's probably intentional? Recently, big companies have been using a technique called Sludge to dissuade customers from complaining and asking for problem resolution. They transfer you between powerless agents, they put you into endless holding patterns, they require you to submit the same information multiple times, or they simply drop your calls. All this recalcitrance is intentionally meant to persuade you to just give up and say "Screw it" (or words to that effect). The Atlantic magzine just published a remarkable article on Sludge.. Amazon won't let me include a URL, so you'll have to google it yourself (thanks, Amazon).
Seller support people are often graded on how short their contacts are and on the number of instances of people seeking to escalate matters to a supervisor. They are purposely kept powerless to resolve problems. In fact, they aren't even there to do so. They are only there to reduce the number of people who contact them by exhausting their patience.
Now we know.
8 replies
Seller_xo4Akj7FBBnfC
The Atlantic article is paywalled, but Techspot has an accessible summary that perfectly captures the frustrating barriers we've all experienced when dealing with Seller Support.
Now we finally have a name for it—“sludge.” It describes that maddening experience of going in circles, getting generic copy-paste replies, and never quite reaching someone who can actually help.
SNIP
Across the United States, consumers are confronting a new kind of obstacle when seeking help from companies and government agencies: a maze of automated systems, endless wait times, and bureaucratic hurdles that seem designed to wear people down. This phenomenon, known as "sludge," is quietly reshaping the customer service experience, often leaving individuals frustrated, exhausted, and, in many cases, defeated.
These technologies are designed to maximize efficiency and reduce costs for companies. Calls are handled according to strict metrics: agents are evaluated on how quickly they resolve issues, the number of calls they answer, and the frequency with which they escalate problems to supervisors.
As a result, agents are often given limited authority and information, making it difficult for them to address complex or unusual cases. Some companies even set up systems that intentionally increase friction, such as requiring customers to use specific language to access rebates or programming phone systems to disconnect after a certain period on hold.
SNIP
Sound familiar?
Seller_bLpzUne3tRjkG
AKA "friction." When intentional, it's called "dark patterns," and companies have been doing it for years. As a customer, one of the absolute worst companies I've dealt with as far as that stuff is Overstock. My order showed up in a damaged box with basically a bunch of broken pieces of what used to be a chandelier. Trying to return it or get a refund was an absolute nightmare. Amazon is a thousand times better for that type of thing, at least if you are the consumer.
Seller_HRcJa1gdGHeov
Very similar techniques that insurance companies have been using for decades to deny and or minimize claims. It is sad and very transactional; good companies know this behavior results in lower profits in the long term. Unfortunately for us, Amazon is not a good company.
Seller_ciu4QyVPk36YN
YUP these agent are something i never seen before it so bad i just had the worst experience of my life. These worker treat you like we work for them. They never help rude i don't even want say but this is horrible how can amazon seller support treat us like this. I called over 5 time first one said will transfer me to someone else end up waiting 10 minutes and hang up on me next person ask me "what's the problem" like i'm a little kid making a scene and then hangs up on me. 3rd person purposely mute unmute mute unmute so i can't hear her it clear and then hangs up again 4th person just calls me a so i have no proof of this issue when i told her i can provide video and she told me only screen shot i can't screen shot a button not working on amazon and then end up going back and forth with me over nothing instead of helping me just going back and fourth. fifth person i called and spoke to just answer and i told them i really need help and want to sent out this shipment they just hang up and yup sometime is just the world against me and just have to live through it what can i do i too small of a seller amazon don't care
Seller_zSWez2Mzpdboa
Amazon does this with everyone. Be it vendors, real estate transaction. The mantra in this company is: that if you cannot take advantage of the other party, then it's not worth dealing with them.
We all need to do our part, and send letters in detail to the Federal Trade Commission, that clearly spells out, how Amazon is wronging us. The hope is, that if enough people do this, then it will grab the attention of those that are reviewing these issues.
Seller_xQAqE6K0eSCBc
yes i have said many times that our "seller support" works Exactly as amazon wants it too and yes the reps are rewarded with how fast they simple close a case
