https://www.desidime.com/comments/permalink/10513020
Bhai talk directly with supervisors, also select language as English only
need Amazon escalation mail ID
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I returned something 3 weeks back. Order status says "refund issued" but refund status shows not yet initiated. Its stuck at this for last 20 days. I called 3 times. Every time they say that they are initiating refund but nothing happens.
Can someone please share the higher level escalation mail IDs for amazon.
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https://www.desidime.com/comments/permalink/10513209
Since most of their scripts, verbiage, knowledge base articles are written in English
there is muscle memory type reflexes in parroting the scripted lines.. if conversing in English.
Use of non English languages helps the customer steer the direction and the pace, instead of the agent.
Also, since they to have to paraphrase in something that isn't readily available in desi languages.. in their internal knowledgebase articles.. it helps slow them down and not rush.
Although English language agents too are spread across the region,
but at times and depending on the call flow or sale season.. calls often end up with specific third party managed call centers.. and less chances of connecting with an agent whobis directly part of Amazon Development Centre.
[Amazon Development Centre (India) Private Limited hired agents tend to have more fear of not doing mistakes than third party BPO staff.]
there is muscle memory type reflexes in parroting the scripted lines.. if conversing in English.
Use of non English languages helps the customer steer the direction and the pace, instead of the agent.
Also, since they to have to paraphrase in something that isn't readily available in desi languages.. in their internal knowledgebase articles.. it helps slow them down and not rush.
Although English language agents too are spread across the region,
but at times and depending on the call flow or sale season.. calls often end up with specific third party managed call centers.. and less chances of connecting with an agent whobis directly part of Amazon Development Centre.
[Amazon Development Centre (India) Private Limited hired agents tend to have more fear of not doing mistakes than third party BPO staff.]
https://www.desidime.com/comments/permalink/10513186
[email protected], [email protected], [email protected], [email protected], [email protected]
Since you seem to be reasonably experienced (in life), I feel embarrassed in reiterating this (for the Nth time in my life).
But verbal communications mean little, unless backed by documented evidence.
Since I am unaware of the amount at stake or its importance to you,
I am taking things light.
But even then, I am suggesting that instead of talking to the primary frontline agents (the L2/ Level2), it would be better to have the call bounced to a L3/L4.
Then, not only have the L3/L4 annotate the order EVERY TIME you call about the order,
but also give YOU the summary e-mail.
(This could be as basic a thing as the reference ID that the CSD got from the finance team or a confirmation that the agent has forwarded your request to the ECR team and mentioned that the customer is expecting a call from ECR by __ / MM / YYYY.)
Basically, even if you or the agent burped or coughed on the call and the burp, cough is related to the order, the summary e-mail to you and the order's annotations need to mention it.
Verbally I can tell you whatever you want to hear or whatever helps me end the call.
I do not even create an event/contact on the order.
Next person handling the contact is none the wiser.
In-fact even if one calls every 12 hours and asks 'where is my refund', then each time, one can dictate the notes/annotations to the agent or to the L3/L4.
This way, you already have a strong case.
Anyone in the customer service department, upon opening the order will IMMEDIATELY see.. OMG 19 contacts on this order in as many days.
Unfortunately Executive Customer Relations too are just glorified customer care only, with maybe few more rights.
But they too will mostly just act as messengers, in this case.
(Messengers between the customer and the unseen, unknown 'relevant' teams. Amazon agents never tell the name of the team. It is always 'concerned department', relevant team.).
Though twitter is not documented within Amazon's customer service software,
that is another touch point.
(If the issue gets locked to ECR though, then neither the social media teams nor the usual primary agents will help on the order, unless the agent has empathy, pity.)
Since you seem to be reasonably experienced (in life), I feel embarrassed in reiterating this (for the Nth time in my life).
But verbal communications mean little, unless backed by documented evidence.
Since I am unaware of the amount at stake or its importance to you,
I am taking things light.
But even then, I am suggesting that instead of talking to the primary frontline agents (the L2/ Level2), it would be better to have the call bounced to a L3/L4.
Then, not only have the L3/L4 annotate the order EVERY TIME you call about the order,
but also give YOU the summary e-mail.
(This could be as basic a thing as the reference ID that the CSD got from the finance team or a confirmation that the agent has forwarded your request to the ECR team and mentioned that the customer is expecting a call from ECR by __ / MM / YYYY.)
Basically, even if you or the agent burped or coughed on the call and the burp, cough is related to the order, the summary e-mail to you and the order's annotations need to mention it.
Verbally I can tell you whatever you want to hear or whatever helps me end the call.
I do not even create an event/contact on the order.
Next person handling the contact is none the wiser.
In-fact even if one calls every 12 hours and asks 'where is my refund', then each time, one can dictate the notes/annotations to the agent or to the L3/L4.
This way, you already have a strong case.
Anyone in the customer service department, upon opening the order will IMMEDIATELY see.. OMG 19 contacts on this order in as many days.
Unfortunately Executive Customer Relations too are just glorified customer care only, with maybe few more rights.
But they too will mostly just act as messengers, in this case.
(Messengers between the customer and the unseen, unknown 'relevant' teams. Amazon agents never tell the name of the team. It is always 'concerned department', relevant team.).
Though twitter is not documented within Amazon's customer service software,
that is another touch point.
(If the issue gets locked to ECR though, then neither the social media teams nor the usual primary agents will help on the order, unless the agent has empathy, pity.)
https://www.desidime.com/comments/permalink/10515093
These days Amazon social media also not helping the customer like they earlier do by themselves and locked the reference I'd by themselves and take initiative to resolve the issues... But nowadays they do provide you the link will redirected to useless customer care , they don't know any thing ... Messengers of AMAZON....
https://www.desidime.com/comments/permalink/10548103
Thanks. that worked, though total process took about 3 weeks from contacting ECR.
Here's the timeline.
19-Oct order placed - TV,installation by amazon, paid by Axis citi card
26-Oct item brought by amazon person and marked as defective while installation and returned by him.
28-Oct refund approved
05-Nov called customer care for 1st time - was assured refund in 4-5 days, nothing happened
14-Nov called again. was assured refund would get credited to card in 48 hrs, nothing happened
23-Nov 10.40 AM send mail to ECR
23- Nov 6.30 PM someone called from ECR team took the details and assured to get back on 25th (24th Sunday)
25-Nov 7.30 PM She called again and informed that their backend had some problem crediting back the amount to source card and sent a link to add bank account details for refund. Was assured credit in 10 days.
10-Dec Refund finally credited to account.
https://www.desidime.com/comments/permalink/10548349
if the post call e-mail/s from her or the reply to address of those e-mail/s had a format like ecr+ABCDE12345@amazon.in (where ABCDE12345 is replaced by the actual 'contact ID').. only then can one be really sure of the person being 'real' ECR.
If the e-mail came from a 'do-not-reply', 'no-reply' or even the 'cs-reply' address😄 then the person is mostly a temporary lateral shift from some other IN (India) or N.A. (north America), EU/ UK process.. allowed to 'help out' under the ECR skill.. without actually being.. even adequately trained to do so.
Till @krn.punjabi Karan is able to help out or has the time, willingness to look into it or guide about Amazon related issues..
.. for future.. one can consider running things through/by him.. for more localised inputs/ guidance.
Good for you that you got the refund.
(a bit) Surprising if the ECR person did not offer the usual bheek/ alms (concession) of a ₹500 INR worth of gift card, after all that lying from her and the 'backend' team (lies like: we are unable to process it back to source, so you go explaining to Smt. Nirmala devi Seetharaman amma that the credit is not 'income', but genuine refund/s).
All bullcrap, kaamchor reasons... when Amazon claims technical glitches, practical issues in being unable to refund to source.
If the e-mail came from a 'do-not-reply', 'no-reply' or even the 'cs-reply' address😄 then the person is mostly a temporary lateral shift from some other IN (India) or N.A. (north America), EU/ UK process.. allowed to 'help out' under the ECR skill.. without actually being.. even adequately trained to do so.
Till @krn.punjabi Karan is able to help out or has the time, willingness to look into it or guide about Amazon related issues..
.. for future.. one can consider running things through/by him.. for more localised inputs/ guidance.
Good for you that you got the refund.
(a bit) Surprising if the ECR person did not offer the usual bheek/ alms (concession) of a ₹500 INR worth of gift card, after all that lying from her and the 'backend' team (lies like: we are unable to process it back to source, so you go explaining to Smt. Nirmala devi Seetharaman amma that the credit is not 'income', but genuine refund/s).
All bullcrap, kaamchor reasons... when Amazon claims technical glitches, practical issues in being unable to refund to source.
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ecr @ amazon . in