It’s time to say it: Amazon customer service needs serious improvement.
As both a buyer and seller on Amazon, I've been dealing with their support nearly every day lately, and it’s been a nightmare.
As a seller, I reached out with a simple question about my account—just trying to understand what they needed from me. I ended up talking to 30 representatives, and guess what? Only three of them could even answer part of my question. I felt like I was being passed around without anyone actually wanting to help.
Then, as a buyer, I noticed some random charges on my account and tried to get an explanation. I went through four reps, and it was a comedy of errors: one kept transferring me to others, one told me to call a different number, and another had a “system problem” and asked me to hang up because she couldn’t search anything on her computer!
Amazon, with your resources and size, I expect so much better than this runaround. We’re talking about basic service here, not rocket science. I know I’m not the only one who’s frustrated—this is something Amazon needs to fix, fast.
2 replies
Seller_qTJiCxRI8PpIZ
I've had issues as a seller and as a buyer as well. I've come to the conclusion that customer service and seller support are basically the same clueless people. It's frustrating.
Seller_7LrAV0m5llaI7
I had a seller support agent quickly copy paste a bunch of stuff that didn't apply to my case, and then disconnected the live chat on purpose because they didn't want to look into or deal with or escalate the issue yesterday.
Today, in Live chat, I had a seller support agent that said (you gotta email the case, you can't do it via live chat). But there is no option to email, it goes directly to live chat. After a bunch of arguing and requesting escalation in the chat, she did infact escalate the case to someone who understood. But earlier she said that wasn't possible, and wanted me to click "end chat" a few times so they'd get paid.
But yes, it seems like 1st tier seller support doesn't actually know anything, and they want to copy paste some BS to close it off ASAP so they get paid and they must have some sort of time limit per case for metrics.
I tried the phone me option yesterday due to Amazon saying trademark logo misuse, but the item and brand owner was the owner of the trademark logo.
The agent on the phone kept asking for an authorization letter. I said "You want them to write a letter authorizing their own company to use their own logo on their own product?" They didn't seem to get it until I explained it to them that way.
Then they finally actually looked into the issue, saw that in fact there was no infringement happening as the Brand Owner, Logo, and brand of item all matched up, and reopened the ASIN listing.
I'm not sure if Amazon is instructing their agents to just refuse any case that comes up, and to trust their AI is correct in making decisions, or if it's just incompetence in seller support agents.
I also had a case marked resolved and answered, but a blank email showed up with nothing at all today. I looked up the case number, marked as "Answered". So somebody closed off the case, without even writing a message.
It’s time to say it: Amazon customer service needs serious improvement.
As both a buyer and seller on Amazon, I've been dealing with their support nearly every day lately, and it’s been a nightmare.
As a seller, I reached out with a simple question about my account—just trying to understand what they needed from me. I ended up talking to 30 representatives, and guess what? Only three of them could even answer part of my question. I felt like I was being passed around without anyone actually wanting to help.
Then, as a buyer, I noticed some random charges on my account and tried to get an explanation. I went through four reps, and it was a comedy of errors: one kept transferring me to others, one told me to call a different number, and another had a “system problem” and asked me to hang up because she couldn’t search anything on her computer!
Amazon, with your resources and size, I expect so much better than this runaround. We’re talking about basic service here, not rocket science. I know I’m not the only one who’s frustrated—this is something Amazon needs to fix, fast.
It’s time to say it: Amazon customer service needs serious improvement.
As both a buyer and seller on Amazon, I've been dealing with their support nearly every day lately, and it’s been a nightmare.
As a seller, I reached out with a simple question about my account—just trying to understand what they needed from me. I ended up talking to 30 representatives, and guess what? Only three of them could even answer part of my question. I felt like I was being passed around without anyone actually wanting to help.
Then, as a buyer, I noticed some random charges on my account and tried to get an explanation. I went through four reps, and it was a comedy of errors: one kept transferring me to others, one told me to call a different number, and another had a “system problem” and asked me to hang up because she couldn’t search anything on her computer!
Amazon, with your resources and size, I expect so much better than this runaround. We’re talking about basic service here, not rocket science. I know I’m not the only one who’s frustrated—this is something Amazon needs to fix, fast.
2 replies
2 replies
Seller_qTJiCxRI8PpIZ
I've had issues as a seller and as a buyer as well. I've come to the conclusion that customer service and seller support are basically the same clueless people. It's frustrating.
Seller_7LrAV0m5llaI7
I had a seller support agent quickly copy paste a bunch of stuff that didn't apply to my case, and then disconnected the live chat on purpose because they didn't want to look into or deal with or escalate the issue yesterday.
Today, in Live chat, I had a seller support agent that said (you gotta email the case, you can't do it via live chat). But there is no option to email, it goes directly to live chat. After a bunch of arguing and requesting escalation in the chat, she did infact escalate the case to someone who understood. But earlier she said that wasn't possible, and wanted me to click "end chat" a few times so they'd get paid.
But yes, it seems like 1st tier seller support doesn't actually know anything, and they want to copy paste some BS to close it off ASAP so they get paid and they must have some sort of time limit per case for metrics.
I tried the phone me option yesterday due to Amazon saying trademark logo misuse, but the item and brand owner was the owner of the trademark logo.
The agent on the phone kept asking for an authorization letter. I said "You want them to write a letter authorizing their own company to use their own logo on their own product?" They didn't seem to get it until I explained it to them that way.
Then they finally actually looked into the issue, saw that in fact there was no infringement happening as the Brand Owner, Logo, and brand of item all matched up, and reopened the ASIN listing.
I'm not sure if Amazon is instructing their agents to just refuse any case that comes up, and to trust their AI is correct in making decisions, or if it's just incompetence in seller support agents.
I also had a case marked resolved and answered, but a blank email showed up with nothing at all today. I looked up the case number, marked as "Answered". So somebody closed off the case, without even writing a message.
Seller_qTJiCxRI8PpIZ
I've had issues as a seller and as a buyer as well. I've come to the conclusion that customer service and seller support are basically the same clueless people. It's frustrating.
Seller_qTJiCxRI8PpIZ
I've had issues as a seller and as a buyer as well. I've come to the conclusion that customer service and seller support are basically the same clueless people. It's frustrating.
Seller_7LrAV0m5llaI7
I had a seller support agent quickly copy paste a bunch of stuff that didn't apply to my case, and then disconnected the live chat on purpose because they didn't want to look into or deal with or escalate the issue yesterday.
Today, in Live chat, I had a seller support agent that said (you gotta email the case, you can't do it via live chat). But there is no option to email, it goes directly to live chat. After a bunch of arguing and requesting escalation in the chat, she did infact escalate the case to someone who understood. But earlier she said that wasn't possible, and wanted me to click "end chat" a few times so they'd get paid.
But yes, it seems like 1st tier seller support doesn't actually know anything, and they want to copy paste some BS to close it off ASAP so they get paid and they must have some sort of time limit per case for metrics.
I tried the phone me option yesterday due to Amazon saying trademark logo misuse, but the item and brand owner was the owner of the trademark logo.
The agent on the phone kept asking for an authorization letter. I said "You want them to write a letter authorizing their own company to use their own logo on their own product?" They didn't seem to get it until I explained it to them that way.
Then they finally actually looked into the issue, saw that in fact there was no infringement happening as the Brand Owner, Logo, and brand of item all matched up, and reopened the ASIN listing.
I'm not sure if Amazon is instructing their agents to just refuse any case that comes up, and to trust their AI is correct in making decisions, or if it's just incompetence in seller support agents.
I also had a case marked resolved and answered, but a blank email showed up with nothing at all today. I looked up the case number, marked as "Answered". So somebody closed off the case, without even writing a message.
Seller_7LrAV0m5llaI7
I had a seller support agent quickly copy paste a bunch of stuff that didn't apply to my case, and then disconnected the live chat on purpose because they didn't want to look into or deal with or escalate the issue yesterday.
Today, in Live chat, I had a seller support agent that said (you gotta email the case, you can't do it via live chat). But there is no option to email, it goes directly to live chat. After a bunch of arguing and requesting escalation in the chat, she did infact escalate the case to someone who understood. But earlier she said that wasn't possible, and wanted me to click "end chat" a few times so they'd get paid.
But yes, it seems like 1st tier seller support doesn't actually know anything, and they want to copy paste some BS to close it off ASAP so they get paid and they must have some sort of time limit per case for metrics.
I tried the phone me option yesterday due to Amazon saying trademark logo misuse, but the item and brand owner was the owner of the trademark logo.
The agent on the phone kept asking for an authorization letter. I said "You want them to write a letter authorizing their own company to use their own logo on their own product?" They didn't seem to get it until I explained it to them that way.
Then they finally actually looked into the issue, saw that in fact there was no infringement happening as the Brand Owner, Logo, and brand of item all matched up, and reopened the ASIN listing.
I'm not sure if Amazon is instructing their agents to just refuse any case that comes up, and to trust their AI is correct in making decisions, or if it's just incompetence in seller support agents.
I also had a case marked resolved and answered, but a blank email showed up with nothing at all today. I looked up the case number, marked as "Answered". So somebody closed off the case, without even writing a message.
