Countries
Read only
Escalating Cases When Seller Support Sucks
I heard that you can ask to escalate your case to a higher team rather than get worthless answers from outsourced seller support agents. What is that team(s) called, and is there a way to contact them directly?
14 replies
Seller_8Wfpcf6cHQaPy
They are called, the Captive Team. Usually, best to call in, even if you have to go through Customer Support. Ask for Seller Support and once at Seller Support, ask to be escalated to the Captive Team (and don’t take, “No”, for an answer).
They are US based support reps, with supposedly, a higher level of understanding policies, than first tier support.
Seller_muLmDuaGtlC0c
The best way is to email ss and tell them you need the captive team to call you. Give them a time and they will call. Also last time they told me they closed at 5 so make your time before that. you also need to ask for a us rep. last time I got a out source because I did not ask thinking I would naturally get a us.
If you decide to call seller support is going to ask nature of call. Use not be that way but more and more sellers are using it instead of seller support questions. Tell them general why. use to be you only had to say captive team and you were transferred, it has changed. There is also a escalation team and a caption team. the captive team will either work with you or transfer you to the proper team
Seller_nYPwbNTCEraAa
Amazon support is the WORST.
This past week I sent 3 or 4 different messages asking to be called by a US based Manager, no one called me.
So I called, was put on hold then told no one can be reached. Left my number with a request to be called back, no one ever called me.
I HATE Amazon and dealing with them. It is always some idiot in India or Bangladesh who is replying to my messages & basically repeating what I say without solving anything.
Continuous waste of time.
Multi billion dollar company, so you think they would train these people better but they don’t and they don’t pay them well either and I heard they treat them like dirt too.
Seller_wk6B8kLUR0ymX
There is only one Escalating Team and that is Jeff Bezos Team, You should only contact them if your case pending at-least one month. Here is email address: Jeff@amazon.com , They will contract you within 8-10 days.
Seller_bWU6w5XvXmIfs
Everytime when I get a callback from Amazon, they put me on a hold and transfer me to the US support. These are the most helpful reps who always resolve every issue for me. But I never asked for any special team, so I don’t think it’s necessary to request to be connected to any particular department.
Also, it depends on what kind of case you are dealing with. Unfairly closed A-Z claims or suspensions are better escalated by e-mailing Jeff.
Similar Discussions
