Strange Amazon Customer Care Reply
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At midnight, the toys offer came in which toys were @ huge discount so I was able to order some. Some of them got cancelled itself in morning and some got shipped. Now, just they cancelled the remaining ones also. I called customer care and asked them reason they said pricing error, and I was shocked by the customer care boy he said sir how can you get three items @ 15rs, aaj ke time to 15 rupay mei chai bhi nhi mil rha. Can they reply to a customer like that? Well, I did not expected this reply😂.
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https://www.desidime.com/comments/permalink/10253124
Post screenshot, it maybe some Dimer ! Who knows about these things ?
https://www.desidime.com/comments/permalink/10253134
It was a telephonic conversation.
https://www.desidime.com/comments/permalink/10253130
Bhut Bura haal hai Bhai Amazon care ka half refund Kai 2 Days se Preshan ho rha hu
https://www.desidime.com/comments/permalink/10253174
Bichara Corporate Majdoor.
T- helpless corporate labour.
https://www.desidime.com/comments/permalink/10253179
That was a very casual approach, should have been professional while addressing the problem to the customer. Customers should be treated as customers not yaar dost. Ridiculous. I am afraid it's going to get worse in the future..
https://www.desidime.com/comments/permalink/10253185
Yes, I just thought same.
View 1
more reply
https://www.desidime.com/comments/permalink/10253190
Happened similar to me today (evening)
Contacted customer care about the order which is cancelled without any reason mail ( mail just mentioned it is cancelled and is being returned back to them, but no reasons).
to my surprise CC executive mentioned i have contacted them in the afternoon about this cancellation (But i have not done any call/ chat with support)
and started mentioning that i may have cancelled it by mistake and all. then at last she told she escalated to the delivery matrix enquiring the reason and followup mail will be received in my INBOX (which they have never done, my past experiences with amazon)
so now it has become like unless loot reaches us it is not US loooting AMAZON but AMAZON looting our TIME.
https://www.desidime.com/comments/permalink/10253201
any suggestion mates or any such experiences?
View 3
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https://www.desidime.com/comments/permalink/10253243
Isi liye mai refund le leta hu thodi si dikkat hoti product me to.
Bahut pareshan karte ye sab milke. 😒
https://www.desidime.com/comments/permalink/10253273
So this is the reason Amazon India head had to resign!
https://www.desidime.com/comments/permalink/10253612
At the end of a 'contact', whether by chat, e-mail or live contact (call) .. if it was not an invalid or incomplete contact and if account is not flagged with the 'concessions abuse detected. HMD will be automatically suppressed. Use caution and only issue concessions as recommended in your KC resources.
Learn more about Abuse Prevention Policy.' banner alert in their CIM (customer issue manager) or new tool (software)
then
they have to wrap the contact up and send you the Howz My Drive links (HMD).
The survey links cone as the 'Thank you for your inquiry. Did I solve your problem?' automated links or the yes/no button at the end of the automated HMD.
In the initial years, it was Nit even mandatory or part of the Standard Operating Procedures.. but since many years now they even remind us on the call to take the survey.
This action, if taken be the customer, reflects on their weekly PRR (positive response ratio, i think).
Within their Amazon tool/ software they log-in into via a VPN.. is a section called the 'performance portal'.
There used to be a time.. when EVERY 'no' that someone received (even if from the ECR) was somewhat cross checked by the QA (quality assurance) or at-least the reporting managers.
If one clicks/taps on either the 'yes' or the 'no' in the HMD..
the form/page that opens.. LETS THE CUSTOMER ADD A CUSTOM NOTE .. which is visible in the performance portal of the respective associate or manager's log-in.
Even this fuzzy (the note the Cx fills off the agent's HMD) used to be a big deal ..once upon a time.
Positive appreciation Fuzzies would earn the agents appreciation card or a mention by the manager .. in their daily or weekly huddle.
Now one can at least fill the 'no' HMD and type upto 1800-1900 character fuzzies/notes.. and the same would impact their PRR for that week.
If any fuzzy is written and if the QA (mini team lead type person/ Quality Assurance) reads the same.. maybe (no guarantee) the errant person/agent will be sent a 'coaching feedback' by the manager or the QA.
But that is about it.
In the past, the SNR (Search aNd Rescue) team... the 'real' escalations team used to be an in-house function of the ADC (Amazon Development Centre.. India Private Limited).
But now almost everything is handled by 'go sites' (third party vendor company operated sites).
Even in the original SNR team.. in 2017-2018.. they started hiring teenagers (fresh out of twelfth).. so customer care function is not that tight for them.
I have personally had informal interactions with 47-48 years old agents.. despite the call being recorded.. they told of how it is an okay side income or main income. Bored uncles, aunties.
And even (on paper) mechanical engineer freshers or ones with experience too get into Amazon for customer care jobs too.. as the pay is good and the work is rather chill. 9 hours of shifts. Sometimes they can choose which time slot they want to work.
So now there is nothing much left by way of feedback too.
If i employ you and then ask you to work in 'amazon process'.. then your priority or allegiance is not as much to amazon.
If you ask that you want to speak to escalation team (to report their interaction).. they pass on the call within their own site or hierarchy and thus the so called leadership team/ escalation too.. fo nothing much. Till 3-4 months back.. the said escalation person too used to sit in the same agent's bay/row.
If something highly inappropriate is done.. then there was a time that filing CCR was an option. But now even the so called escalation team agents do not know what CCR means!
If normal agents or HMD/ survey links do not help then [email protected] too can help to have the interaction audited by the local QA of the said agent.
But frankly, it is one's own waste of resources.. trying to get that done.
Forget third party sites, even proper ADC (Amazon Development Centre) staffing now is mostly just a 6 month, 12 month, 24 month contract and without renewal option for 2½-3 years.
Even Sulabh Shouchalay attendants sometimes are more sensible than Amazon CSAs (customer service associates).
Learn more about Abuse Prevention Policy.' banner alert in their CIM (customer issue manager) or new tool (software)
then
they have to wrap the contact up and send you the Howz My Drive links (HMD).
The survey links cone as the 'Thank you for your inquiry. Did I solve your problem?' automated links or the yes/no button at the end of the automated HMD.
In the initial years, it was Nit even mandatory or part of the Standard Operating Procedures.. but since many years now they even remind us on the call to take the survey.
This action, if taken be the customer, reflects on their weekly PRR (positive response ratio, i think).
Within their Amazon tool/ software they log-in into via a VPN.. is a section called the 'performance portal'.
There used to be a time.. when EVERY 'no' that someone received (even if from the ECR) was somewhat cross checked by the QA (quality assurance) or at-least the reporting managers.
If one clicks/taps on either the 'yes' or the 'no' in the HMD..
the form/page that opens.. LETS THE CUSTOMER ADD A CUSTOM NOTE .. which is visible in the performance portal of the respective associate or manager's log-in.
Even this fuzzy (the note the Cx fills off the agent's HMD) used to be a big deal ..once upon a time.
Positive appreciation Fuzzies would earn the agents appreciation card or a mention by the manager .. in their daily or weekly huddle.
Now one can at least fill the 'no' HMD and type upto 1800-1900 character fuzzies/notes.. and the same would impact their PRR for that week.
If any fuzzy is written and if the QA (mini team lead type person/ Quality Assurance) reads the same.. maybe (no guarantee) the errant person/agent will be sent a 'coaching feedback' by the manager or the QA.
But that is about it.
In the past, the SNR (Search aNd Rescue) team... the 'real' escalations team used to be an in-house function of the ADC (Amazon Development Centre.. India Private Limited).
But now almost everything is handled by 'go sites' (third party vendor company operated sites).
Even in the original SNR team.. in 2017-2018.. they started hiring teenagers (fresh out of twelfth).. so customer care function is not that tight for them.
I have personally had informal interactions with 47-48 years old agents.. despite the call being recorded.. they told of how it is an okay side income or main income. Bored uncles, aunties.
And even (on paper) mechanical engineer freshers or ones with experience too get into Amazon for customer care jobs too.. as the pay is good and the work is rather chill. 9 hours of shifts. Sometimes they can choose which time slot they want to work.
So now there is nothing much left by way of feedback too.
If i employ you and then ask you to work in 'amazon process'.. then your priority or allegiance is not as much to amazon.
If you ask that you want to speak to escalation team (to report their interaction).. they pass on the call within their own site or hierarchy and thus the so called leadership team/ escalation too.. fo nothing much. Till 3-4 months back.. the said escalation person too used to sit in the same agent's bay/row.
If something highly inappropriate is done.. then there was a time that filing CCR was an option. But now even the so called escalation team agents do not know what CCR means!
If normal agents or HMD/ survey links do not help then [email protected] too can help to have the interaction audited by the local QA of the said agent.
But frankly, it is one's own waste of resources.. trying to get that done.
Forget third party sites, even proper ADC (Amazon Development Centre) staffing now is mostly just a 6 month, 12 month, 24 month contract and without renewal option for 2½-3 years.
Even Sulabh Shouchalay attendants sometimes are more sensible than Amazon CSAs (customer service associates).
View 3
more replies
https://www.desidime.com/comments/permalink/10254120
Me ek hi cheez bolunga
Apne aap ko seller ki jagah par rakh kar dekho ek bar
Product costs
Amazon par sell karne ke liye Amazon ko dena padta hai wo alag
Packing and shipping cost
Taxes VAT GST CGST
Agar aap seller ki jagah par hote to kya karte?
View 7
more replies
https://www.desidime.com/comments/permalink/10254262
Dil ka achha banda hoga.. he forgets he is in his job.. xd..
https://www.desidime.com/comments/permalink/10254346
Bro has no idea about loot deals/ price errors .lol
https://www.desidime.com/comments/permalink/10255530
It has become a routine for Amazon.have stopped contacting them recently. Didn't want to waste time.
https://www.desidime.com/comments/permalink/10255702
Anyways, I'm surprised the boy gave a genuinely organic answer for the price error loot and not some over used script thats just lies anyway.
Can't be angry with the guy 😅
https://www.desidime.com/comments/permalink/10255803
I will be happy to get a reply like this than an AI like responses.
Click here to reply
Reply
That was a very casual approach, should have been professional while addressing the problem to the customer. Customers should be treated as customers not yaar dost. Ridiculous. I am afraid it's going to get worse in the future..
Happened similar to me today (evening)
Contacted customer care about the order which is cancelled without any reason mail ( mail just mentioned it is cancelled and is being returned back to them, but no reasons).
to my surprise CC executive mentioned i have contacted them in the afternoon about this cancellation (But i have not done any call/ chat with support)
and started mentioning that i may have cancelled it by mistake and all. then at last she told she escalated to the delivery matrix enquiring the reason and followup mail will be received in my INBOX (which they have never done, my past experiences with amazon)
so now it has become like unless loot reaches us it is not US loooting AMAZON but AMAZON looting our TIME.