Is something goingto be done about Seller Support?
What is the deal with how bad they are? Why?
15 replies
Seller_LVZcgxAgZ2xBv
Amazon wants to automate as much as possible, using slapped together "AI" and faulty algorithms on a broken seller tech stack.
Bad automated support is compounded by the bad inputs going into the system which might be incomplete data, unrecognized queries, corrupted internal systems, or edge cases. It's the classic garbage in, garbage out problem - which we see in the form of nonsensical responses, often delivered seconds after submission.
When human agents are roped in, they have a very difficult challenge. They are not paid well and turnover is high. Amazon's services are vast and complex and too much for a single person to understand. Teams are extremely siloed - how many times have sellers been passed back and forth between Amazon groups with no attempt at collaboratively addressing an issue?
In many cases the nature of the fault is unknown because it's a special edge case - seller from Turkey sourcing for farming implements in China encountering a listing problem in Amazon Germany. Or it's a technical fault that is impossible to diagnose without devoting an engineering team to look into it, which will never happen unless it impacts a large number of sellers (or Amazon customers).
It's not the agents' fault, even though it's understandable to want to blame our frustrations on somebody at Amazon for not solving the problem at hand.
Seller_8bKTbjGobJoAL
Nothing has been done about for the past decade, doubt it if they'll do anything now
Seller_v44NMhIVTXXrT
Seller support representatives don't seem to have any fear of just hanging up on sellers they make money off of. All of the dropped calls, sitting silently pretending there is a problem with the audio and hang ups are not what a world class company should be doing to someone they make money off of.
Seller_rGcQW1yb6ZWbC
Seller support was very helpful years ago. I had a problem, they'd be able to fix it. They would actually look at a seller's account and see the issue(s). If they couldn't help, they would actually escalate it to someone else who would help.
Now, they have no control over anything except to provide pre-scripted, off-topic canned answers that are meaningless - over and over again, no matter how many times or how differently you word the issue. They seem to just be bodies put in place to placate sellers until we eventually give up out of pure frustration. And when they say they will escalate something, we get crickets.
Seller_wnc1pjYEF5ZqF
That must've been many years ago, because I've been here for fourteen years and I never recall seller support being competent.
Seller_DUALGVLBMvnTn
I'm not sure why many complain about this; I personally have had lots of successes and found them to be very helpful. I usually opt to connect via chat as is the fastest way to connect and resolve the issue.
Seller_W1tFzATWCqDHQ
I had a banking issue and was told after numerous calls/chats that my case was elevated to the highest level internal team. No one responded to my case for over 4 weeks. I switched banks and fixed the issue myself. No one followed through. Sad way to treat a ten year seller.
Seller_pUKKXWLzzB1I8
Did you know you can resolve this yourself? Here's how below.
Seller_ntjsLtbenySYo
it's really mind boggling how pathetic they are. much more concerned with a copy/paste reply and closing a case...instead of actually trying to provide "support" to sellers
Is something goingto be done about Seller Support?
What is the deal with how bad they are? Why?
Is something goingto be done about Seller Support?
15 replies
15 replies
Seller_LVZcgxAgZ2xBv
Amazon wants to automate as much as possible, using slapped together "AI" and faulty algorithms on a broken seller tech stack.
Bad automated support is compounded by the bad inputs going into the system which might be incomplete data, unrecognized queries, corrupted internal systems, or edge cases. It's the classic garbage in, garbage out problem - which we see in the form of nonsensical responses, often delivered seconds after submission.
When human agents are roped in, they have a very difficult challenge. They are not paid well and turnover is high. Amazon's services are vast and complex and too much for a single person to understand. Teams are extremely siloed - how many times have sellers been passed back and forth between Amazon groups with no attempt at collaboratively addressing an issue?
In many cases the nature of the fault is unknown because it's a special edge case - seller from Turkey sourcing for farming implements in China encountering a listing problem in Amazon Germany. Or it's a technical fault that is impossible to diagnose without devoting an engineering team to look into it, which will never happen unless it impacts a large number of sellers (or Amazon customers).
It's not the agents' fault, even though it's understandable to want to blame our frustrations on somebody at Amazon for not solving the problem at hand.
Seller_8bKTbjGobJoAL
Nothing has been done about for the past decade, doubt it if they'll do anything now
Seller_v44NMhIVTXXrT
Seller support representatives don't seem to have any fear of just hanging up on sellers they make money off of. All of the dropped calls, sitting silently pretending there is a problem with the audio and hang ups are not what a world class company should be doing to someone they make money off of.
Seller_rGcQW1yb6ZWbC
Seller support was very helpful years ago. I had a problem, they'd be able to fix it. They would actually look at a seller's account and see the issue(s). If they couldn't help, they would actually escalate it to someone else who would help.
Now, they have no control over anything except to provide pre-scripted, off-topic canned answers that are meaningless - over and over again, no matter how many times or how differently you word the issue. They seem to just be bodies put in place to placate sellers until we eventually give up out of pure frustration. And when they say they will escalate something, we get crickets.
Seller_wnc1pjYEF5ZqF
That must've been many years ago, because I've been here for fourteen years and I never recall seller support being competent.
Seller_DUALGVLBMvnTn
I'm not sure why many complain about this; I personally have had lots of successes and found them to be very helpful. I usually opt to connect via chat as is the fastest way to connect and resolve the issue.
Seller_W1tFzATWCqDHQ
I had a banking issue and was told after numerous calls/chats that my case was elevated to the highest level internal team. No one responded to my case for over 4 weeks. I switched banks and fixed the issue myself. No one followed through. Sad way to treat a ten year seller.
Seller_pUKKXWLzzB1I8
Did you know you can resolve this yourself? Here's how below.
Seller_ntjsLtbenySYo
it's really mind boggling how pathetic they are. much more concerned with a copy/paste reply and closing a case...instead of actually trying to provide "support" to sellers
Seller_LVZcgxAgZ2xBv
Amazon wants to automate as much as possible, using slapped together "AI" and faulty algorithms on a broken seller tech stack.
Bad automated support is compounded by the bad inputs going into the system which might be incomplete data, unrecognized queries, corrupted internal systems, or edge cases. It's the classic garbage in, garbage out problem - which we see in the form of nonsensical responses, often delivered seconds after submission.
When human agents are roped in, they have a very difficult challenge. They are not paid well and turnover is high. Amazon's services are vast and complex and too much for a single person to understand. Teams are extremely siloed - how many times have sellers been passed back and forth between Amazon groups with no attempt at collaboratively addressing an issue?
In many cases the nature of the fault is unknown because it's a special edge case - seller from Turkey sourcing for farming implements in China encountering a listing problem in Amazon Germany. Or it's a technical fault that is impossible to diagnose without devoting an engineering team to look into it, which will never happen unless it impacts a large number of sellers (or Amazon customers).
It's not the agents' fault, even though it's understandable to want to blame our frustrations on somebody at Amazon for not solving the problem at hand.
Seller_LVZcgxAgZ2xBv
Amazon wants to automate as much as possible, using slapped together "AI" and faulty algorithms on a broken seller tech stack.
Bad automated support is compounded by the bad inputs going into the system which might be incomplete data, unrecognized queries, corrupted internal systems, or edge cases. It's the classic garbage in, garbage out problem - which we see in the form of nonsensical responses, often delivered seconds after submission.
When human agents are roped in, they have a very difficult challenge. They are not paid well and turnover is high. Amazon's services are vast and complex and too much for a single person to understand. Teams are extremely siloed - how many times have sellers been passed back and forth between Amazon groups with no attempt at collaboratively addressing an issue?
In many cases the nature of the fault is unknown because it's a special edge case - seller from Turkey sourcing for farming implements in China encountering a listing problem in Amazon Germany. Or it's a technical fault that is impossible to diagnose without devoting an engineering team to look into it, which will never happen unless it impacts a large number of sellers (or Amazon customers).
It's not the agents' fault, even though it's understandable to want to blame our frustrations on somebody at Amazon for not solving the problem at hand.
Seller_8bKTbjGobJoAL
Nothing has been done about for the past decade, doubt it if they'll do anything now
Seller_8bKTbjGobJoAL
Nothing has been done about for the past decade, doubt it if they'll do anything now
Seller_oDXVaydIpi3Hi
Yes, it will continue to devolve.
Seller_v44NMhIVTXXrT
Seller support representatives don't seem to have any fear of just hanging up on sellers they make money off of. All of the dropped calls, sitting silently pretending there is a problem with the audio and hang ups are not what a world class company should be doing to someone they make money off of.
Seller_v44NMhIVTXXrT
Seller support representatives don't seem to have any fear of just hanging up on sellers they make money off of. All of the dropped calls, sitting silently pretending there is a problem with the audio and hang ups are not what a world class company should be doing to someone they make money off of.
Seller_rGcQW1yb6ZWbC
Seller support was very helpful years ago. I had a problem, they'd be able to fix it. They would actually look at a seller's account and see the issue(s). If they couldn't help, they would actually escalate it to someone else who would help.
Now, they have no control over anything except to provide pre-scripted, off-topic canned answers that are meaningless - over and over again, no matter how many times or how differently you word the issue. They seem to just be bodies put in place to placate sellers until we eventually give up out of pure frustration. And when they say they will escalate something, we get crickets.
Seller_rGcQW1yb6ZWbC
Seller support was very helpful years ago. I had a problem, they'd be able to fix it. They would actually look at a seller's account and see the issue(s). If they couldn't help, they would actually escalate it to someone else who would help.
Now, they have no control over anything except to provide pre-scripted, off-topic canned answers that are meaningless - over and over again, no matter how many times or how differently you word the issue. They seem to just be bodies put in place to placate sellers until we eventually give up out of pure frustration. And when they say they will escalate something, we get crickets.
Seller_wnc1pjYEF5ZqF
That must've been many years ago, because I've been here for fourteen years and I never recall seller support being competent.
Seller_wnc1pjYEF5ZqF
That must've been many years ago, because I've been here for fourteen years and I never recall seller support being competent.
Seller_DUALGVLBMvnTn
I'm not sure why many complain about this; I personally have had lots of successes and found them to be very helpful. I usually opt to connect via chat as is the fastest way to connect and resolve the issue.
Seller_DUALGVLBMvnTn
I'm not sure why many complain about this; I personally have had lots of successes and found them to be very helpful. I usually opt to connect via chat as is the fastest way to connect and resolve the issue.
Seller_W1tFzATWCqDHQ
I had a banking issue and was told after numerous calls/chats that my case was elevated to the highest level internal team. No one responded to my case for over 4 weeks. I switched banks and fixed the issue myself. No one followed through. Sad way to treat a ten year seller.
Seller_W1tFzATWCqDHQ
I had a banking issue and was told after numerous calls/chats that my case was elevated to the highest level internal team. No one responded to my case for over 4 weeks. I switched banks and fixed the issue myself. No one followed through. Sad way to treat a ten year seller.
Seller_pUKKXWLzzB1I8
Did you know you can resolve this yourself? Here's how below.
Seller_pUKKXWLzzB1I8
Did you know you can resolve this yourself? Here's how below.
Seller_ntjsLtbenySYo
it's really mind boggling how pathetic they are. much more concerned with a copy/paste reply and closing a case...instead of actually trying to provide "support" to sellers
Seller_ntjsLtbenySYo
it's really mind boggling how pathetic they are. much more concerned with a copy/paste reply and closing a case...instead of actually trying to provide "support" to sellers
