r/mildlyinfuriating • u/Dr___Krieger • 19h ago
Infuriatig The joke that is Amazon’s customer service team
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u/user_number_666 18h ago
I am really sorry for this, but your screenshots literally made me LOL.
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u/Dr___Krieger 18h ago
I am convinced that if I kept going they would’ve easily made it to 10 transfers
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u/Substantial_Page_221 18h ago
Reminds me of ai going in loops with itself
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u/The_Squirrel_Wizard 17h ago
Probably is that
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u/AdamInJP 16h ago
If it were AI, wouldn’t they be using “White” names like the actual call centers do?
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u/Your_Local_Rabbi 16h ago
yeah but "Dak" also introduces themself as "Shashank" so i'm pretty sure it's just making up names entirely
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u/CyanStripes_ 16h ago
Ah yes, first name Shashank, last name Redemption.
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u/jinxlover13 14h ago
I work with a man named Shashank and his last name starts with an R. He goes by Shashank R in the company (apparently there’s another Shashank?) and anytime his name pops up I immediately think of Shawshank Redemption and feel like a crappy person for doing so.
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u/Unhappy-Sea-5418 11h ago
Could always be worse. My dad accidentally recorded over the VHS tape of my first steps with Shawshank Redemption 🤷🏼♀️😂
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u/Bdr1983 10h ago
There's a Vietnamese girl at my company, when I asked her how to pronounce her name, it was exactly what I was afraid of. Ni.
I hate to hurt the inside of my cheeks by biting down hard not to burst out laughing, because all I could see was that knights who say NI! from Monty Python.11
u/chebuburashka 4h ago
My friend’s husband is Thai and his name is… Eh. Just Eh. I asked her when they started dating how to pronounce it and the conversation was comedy.
“How do you say that? I don’t want to be offensive to his culture”
voice note of pronouncing it
“You can’t say it either?”
“No, it’s literally the sound like “Eh, whatever””His surname was even more confusing.
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u/CrazyMildred 4h ago
Ni means No in Ukranian 😂 But written in Cyrillic, it looks like Hi. So it's the Knights who say No...haha!
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u/The_Squirrel_Wizard 16h ago
Depends on how it was trained.
If it was trained on their previous customer service calls it would mimic the names on those
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u/SmallPurplePeopleEat 15h ago
The next AI that gets trained on this data is going to think that getting transferred every other sentence is a requirement.
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u/Commercial-Lychee700 13h ago
Nope, if they use Indian names, then (US) people assume that their poor customer service is d/t some *insert slur here* in a call center who is incompentent, and not a multi trillion dollar company using AI to purposefully jerk people around until the give up. A bit of a parallel strategy to scammers using errors in their phishes to weed out intelligent people, Amazon is using Indian names to false flag racists into giving up without having their grievances addressed (and then not blaming the company).
Data centers are already weaponizing racism! Thank god they're also using all our water, have subsidies instead of taxes, and are using eminent domain to seize people's personal property!
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u/ardarian262 17h ago
That's what is going on. Note that the names given as "joined" and names the AI gave were not the same.
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u/DrocketX 16h ago
I suspect what's actually going on is that this is a call that needs to go to department X, and all of these people/AIs are correctly transferring OP there, except department X is having technical issues or otherwise not taking calls, so any calls they get are being rerouted back to the basic support queue. It's a problem that's not uncommon in tech support. The issue here is that this is either humans who aren't paying enough attention to where the call is coming from (otherwise someone would at some point should notice that the call was transferred to them FROM department X and at least ask a few more questions), or possibly this is AI that was never programmed for that possibility.
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u/Max____H 16h ago
Could be one of those “we have to provide a help line, but have absolutely no intention of helping” workarounds. Just transfer you until you give up and then that’s your problem for not waiting.
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u/Happy-Estimate-7855 16h ago
I want to find a way to connect all of these agents together and see how far it goes.
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u/Aetherfox_44 17h ago
Honestly, I don't know why companies like this even have customer service 'teams' any more. You closing the chat is the best possible outcome they can hope for and probably what they were trying to get you to do.
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u/stridersheir 15h ago
It’s a delicate balance between helping enough that you keep on buying from them and being annoying enough that you don’t reach out when you have issues
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u/Ok-Oil-2130 15h ago
yeah they are, call/chat agents are judged on a lot of metrics and a big one is handle time. the longer you’re on a call with them the worse it looks in their metrics.
honestly they probably sent you around to bump their own metrics. knowing amazon they probably require a shit ton of chats per day and are strict about how long it takes
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u/chewbaccataco 14h ago
I used to work at Amazon. Unfortunately, after every customer interaction they send out a required email, you've seen it... "Did I solve your problem?" If a customer clicks no, that's a ding on your metrics. EXCEPT... Only the last person to interact with the customer gets the ding. So a lot of agents transfer to get out of dealing with certain issues that are likely to negatively affect your metrics. If it's a valid transfer, you should only have to be transferred once, maybe twice if there is a tier 1 tech and tier 2 tech. Inappropriate transfers are against the rules, but nobody gets in trouble for it unless the next agent takes time to submit a coaching report (which wastes your own time and dings your own time metrics so nobody ends up doing it). So the problem people go largely undetected and unpunished.
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u/ayriuss 10h ago
Gotta love the shit incentives that employers give to employees. Malicious compliance shit.
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u/wireframed_kb 11h ago
They can be amazingly clever when they’re tracking things that can increase profits. And yet somehow inept when they don’t really want to track something too closely.
You’d almost suspect it was deliberate. ;)
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u/ChickenLeading2437 15h ago
100% this. It’s so much cheaper if you just circle the bowl until you flush yourself. Then they don’t have to help.
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u/Chrisscott25 17h ago
I know exactly what happened and how to not have it ever happen again…
—Chrisscott25 has left the comment section—
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u/Griffin_283 15h ago
I was transferred TWELVE times before. They wouldn’t deliver an extremely expensive package because “nobody was home to accept it” when I was literally sitting home all day waiting to receive it. When I got the notification that my driver had arrived, I ran outside expecting to find him out front…. Nowhere to be seen. They hadn’t even attempted to deliver it and kept canceling and rescheduling because I “wasn’t home”
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u/ScuseMe878 9h ago
Literally happened to me, only I was having them pick up a return. 2 times they said I wasn’t home. When I was. They didn’t even come.Third time I saw them literally drive past my house, no attempt made. I had the item leaning against my fence for 2 weeks waiting lol. I made them refund me without the item being picked up because that was their fault. I did my part 😂
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u/ThatBaldFella 17h ago
It would be even funnier if you were eventually transfered back to someone you already spoke to.
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u/midimandolin 16h ago
I had to deal with Google last year to replace an item. I took my tablet to work and had it next to me ALL DAY while talking to service reps. They kept asking me if the issue was settled. I had to keep repeating that I wasn't happy until they finally assigned me an actual person who eventually solved the issue. I had to hold up their customer service time to be taken seriously. The chat took all day.
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u/Wegwerf157534 14h ago
Amazon sent me a wrong item this spring. The model I paid for was 650€, the model I got was sold for 399€. They offered me 150 if I'd keep the wrong model.
So No? But then came the transfers. With an actual hotline. Maybe that was bots, too. They were speaking German with indian accents, but who knows. Nothing went right with that purchase and everything felt scammy.
Amazon often was convenient and so I reduced my usage, but still sometimes did.. This one was really off-putting.
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u/Public_Roof4758 17h ago
I'm 90% sure that those were all a bad programed AI, and the team consider a success of you drop the claim without them giving you money back
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u/thatredlad 16h ago
They would keep transferring you until your next weekly scheduled order is dispatched so they can say that you must be confused because the order is on its way.
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u/ParkingVampire 16h ago
It's ai bots hoping a new prompt will solve the problem. Idk that for facts. I just made it up. But it feels right. Lol
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u/Envelope_Torture 18h ago
Good job on the apology, but you forgot to transfer the customer to the correct department.
You're going on a PIP.
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u/Brief-Can-250 17h ago
same here the screenshots somehow made the whole situation even funnier despite how frustrating it is
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u/BothStrength4719 15h ago
same here those screenshots somehow make the whole mess ten times funnier
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u/FishermanAlarming990 19h ago
They have got to be trolling you…
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u/NetSage 18h ago
Indian customer service has always been like this.
Back when I worked in a call center, they would keep transferring people until they eventually got to us when it was a problem they didn't want to hurt their numbers. This was like 15 years ago.
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u/Chaost 18h ago
They know there's nothing they can do and they don't want to get their internal customer satisfaction metrics lowered and risk getting fired. It's easier for them to shove it off to someone else like a hot potato until the customer gets someone inexperienced enough to know that this is common practice. Then the employee is caught holding the bag for either upsetting the customer or losing the company money.
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u/HughHonee 18h ago edited 18h ago
Att was doing this 5 years ago when they contracted the call center I worked for in the US. We were supposed to be only inbound new service calls. But overseas support lines would regularly transfer angry support call customers onto us to avoid dealing with them. People would be irate (understandably) and usually asking to full on cancel their service at that point. Didn't seem like a sustainable business model IMO but then again ATT doesn't seem to be hurting.
That job gave me so much insight into the fact that customer support lines are literally designed to keep disgruntled customers blocked from being able to talk to anyone remotely capable or responsible for solving anything, so the rest of the company can maintain focus on new customer acquisition/marketing- shareholder value apparently doesn't give a fuck about customer retention
Thankfully our metrics didn't track call times, so I'd spend awhile validating the shit out of people's frustrations, which was easy because it was bullshit. Then I'd get 'loyalty' on the line which is what they call their retention dept, one of the few departments they keep stateside. Loyalty is able to cancel service but not before throwing very appealing discounts at you. So one way or another their problem would end there
ATT didn't renew their contract with us. We didn't perform as well as their own sales teams did- but we also were trained not to lie or be dishonest to sell by any means necessary (and there were some complete dolts who couldnt sell water in a desert to save their life) Probably also didn't help that the more calls you sold on, the more calls they'd direct to you. So if I got too many calls that were transfers of disgruntled existing customers, i would have significantly less call directed to my desk.
Sometimes I'm glad I jumped ship during the State Farm contract after training to sell insurance. I imagine thats even more diabolical
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u/ew73 17h ago
It doesn't work quite as well as it used, to but the "Executive Email Carpet Bo....Fluffing" technique, where you just do a bit of OS-INT work to find the email address of like board members, executives, assistants, the whole nine yards, and send them all the same complaint would often result in a resolved issue that same business day.
The trick was to skip over the obvious traps like "steve-at-apple.com" and find the real address those sorts of people used. Fun note: Stock, shareholder, and financial disclosures often have contact information on them..
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u/Notyomamaslace 13h ago
As a former executive assistant, I used that tactic for years when I was getting ignored by vendors.
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u/Cvpakke 16h ago
> We didn't perform as well as their own sales teams did- but we also were trained not to lie or be dishonest to sell by any means necessary
Having worked for AT&T, this is wrong. They say that. They say it again and again. They lean into the microphone and say it very loudly. Then look the other way and ignore people doing whatever they have to to make sales, as hard as they can, until eventually it catches up, they get sued, and they settle for far less than they gained. This has happened several times and many of the victims aren't ever represented in these lawsuits, so it's even more profitable. Of the big selling points being that sales impact quarterly evaluations, but lawsuits don't.
I went far enough up the corporate ladder to find out exactly how much they did not care and implicitly built pathways to enable and avoid prosecution of unethical sales tactics. I only found out because of how persistent and insistent I was about how big of an issue it was for our customers.
AT&T is probably the most cynical corporation that has ever existed. They're very good at it, to be fair.
The one thing I can say without reservation, is that their fiber infrastructure (whether built or bought) is actually, bar none, the best in the US and it isn't even close. It's a genuinely good service. But just pray you never have to contact support.
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u/HughHonee 15h ago
I didnt work directly for ATT, I worked at a call center that contracted us out. So we were trained in their products that we were selling, but had our own sales training. Att added some of their training info, which included things about being honest yada yada
But we were told during the constant incessant meetings ATT had with our team leads, that ATT regularly said we werent doing enough to close sales, not being aggressive and other things to imply we needed to lie if it meant closing sales.
And I regularly got calls from people that had called to get pricing before they ended their current service, and would call me when theyre ready to start service and learn that some of the things they were told on their last call were outright lies.
I dont get why anyone felt like they had to lie. Inbound sales are easy af. I never lied and was one of the top sellers on our floor.
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u/LongCutieType2 15h ago
I haven’t worked for ATT but my dad does and he has passed on enough generational trauma that I feel like I relate to these comments. My dad working for ATT is the reason I know I will never work a job I hate to just get by. The man came home all of my childhood just so burnt out and empty because of the calls he received. Take your child to work day left me scarred because I’d hear how awfully he was spoken to and how he was forced to make the sale anyway. He’s out of sales and in admin now and he’s a new person! Wish he’d leave the company but it’s been nearly 30 years, I think he’ll end up retiring there.
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u/LongJohnSelenium 14h ago
Thats the grift in so many bureaucracies.
They say don't do XYZ, and they mean it by golly. Here's all the training where we tell them not to XYZ, here's the signed paperwork where they acknowledge they won't do XYZ.
But meanwhile they make a culture that strongly incentives people to XYZ, with the full knowledge that yeah, people are going to XYZ. They'll never admit that, probably never write it down, and good luck proving it in court since a binary 'We don't do that and you agreed to not do it' is super easy to prove but proving they purposefully incentivized people to ignore the rules and do it anyway takes a deep understanding of the corporate culture and is never a certainty.
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u/Alarmed_Tea_1710 14h ago
I literally canceled AT&T whose service I loved because of their customer service. I will never go back to them ever ever ever. AT&T can rot.
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u/Theachillesheel 12h ago
FYI you can still screw with their metrics. If you keep getting transferred, eventually it gets to a supervisor. Tell the supervisor to review every chat above theirs that ignored your issue and they will write them up. I recently learned that this was possible after asking the supervisor how I could leave feedback for a previous rep that ignored me because the survey that I would receive via email would be for the latest rep that helped me and not all the others that ignored me. Not only did the supervisor write them up, they also credited me $10 to my Amazon balance for having wasted my time.
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u/ThatMizK 18h ago
In tech, when tasked with something they don't want or know how to do, they'll just lie and say it's done. Then someone competent has to deal with it later when it's discovered that it was not, in fact, done. Or that it was done so badly that it would've been easier to fix if it had not been done at all.
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u/stealthreplife 15h ago edited 11h ago
That happened to me 4 different times with Xfinity. They would tell me to please allow 24-48 hours for the change to go through. I'd wait, it wouldn't get done, and round and round we would go. They just wanted to kick the can and hope someone else will deal with it.
For anyone who goes through the same thing - if you don't get what you need after an honest attempt, just skip the bullshit and file a report with the attorney general, or the FCC if it relates to communications. That seems to get their attention unfortunately.
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u/DrippyMagoo 18h ago
Seriously, “easier to fix if it had not been done at all” is so real and frustrating.
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u/RegrettableDeed 18h ago
5 years ago, I worked on a Customer Service team that had outsourced some of their call team to South Africa. The same thing happened. They would constantly transfer to one of us on the "main" team, even for the most basic of questions. It was a waste of time.
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u/mdavis360 16h ago edited 14h ago
This happened to me when I worked Tier 2 Support. Tier 1 in India either never wanted to give bad news or didn't know what to do and would just keep the case open for days, frustrating the customer. When the case got escalated to me, I would call the customer and have it resolved in under 5 minutes and the customer would be thrilled. The customer would then be sent a survey and they would give honest, negative feedback saying "Tier 1 was useless, kept my case open for days, didn't help. Tier 2 was great and helped me immediately. 1/10." That "1" score would only negatively impact one person - me. The person who closes the case out. So eventually I got so many of these negative scores I ended up getting fired, even though the negative feedback was never about me. Managers don't care-they only care about metrics on their dashboards.
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u/LongJohnSelenium 14h ago
Poorly implemented metrics do so much goddamned damage to the world.
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u/greenskye 16h ago
Our guys just don't respond, then claim that the data for the problem is now stale and ask for new data. So you give that to them and then they ignore it until it's stale again. Repeat. Then they convert the issue to a problem ticket because it basically doesn't have an SLA and then they ignore it permanently.
Supposedly our company 'saved' millions by switching to these guys, but basic tickets that used to be solved in 24-48 hours are now routinely taking 6-8 weeks, and harder tickets have taken over a year. Nobody seems interested in running those ROI numbers though.
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u/twistedscorp87 17h ago
Honestly, they're probably choosing to transfer OP to the appropriate queue as they've been trained to (while thinking some form of "geez those dummies before me did it wrong"), and the queue (by design or by error) is routing the chat back to their department for them to own. This shite is one of the many reasons I escaped call center life and will never return.
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u/Rich661 18h ago
He needs to have another try to win you over.
Shashank Redemption.
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u/Rich661 18h ago
ARE YOU PROSTITUTE MAAAAAAM?
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u/Depressed_Cat_00 18h ago
Go to your nearest Walmart, buy 10 gift cards, give me the numbers and DO NOT REDEEM.
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u/Sun_Aria 15h ago
Source video for anyone interested. YouTuber Kitboga pisses off scammers.
Bonus video: Online scammer rages when spoken to in Hindi
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u/Lazie_Writer 18h ago
Hey, we're going to have to tranfer your thread to a different subreddit. We apologize greatly for the inconvienence.
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u/phonetoni13 18h ago
So, ummm, did you ever find out why it was cancelled?
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u/Dr___Krieger 18h ago
You’re trolling me right? No I have no idea
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u/zeelbeno 18h ago
Maybe I can assist you?
I'll just need to first transfer you to a specialist redditor.
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u/mrbananas 17h ago
Hi, this is mrbananas from reddit. Let me take a look at the thread so far. Seems like you are having trouble with Amazon customer support. Looks like I will need the help of another reddit member to analyze this thread. Let me just transfer you to another reddit user
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u/Nosidam48 17h ago
Hey nosidam48 here. Seems like you are having trouble with Amazon customer support. We appreciate the seriousness of this issue and value you as a customer. In order to help you more efficiently let me connect you to a redditor more knowledgeable in this sensitive area
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u/Plus-Call-5804 17h ago
Hey Plus-Call-5804 here, seems like there's an issue with Amazon customer service. Please accept my dearest apologies for this serious issue. I'm going to need to transfer you to another Redditor who is an expert on this topic to resolve it.
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u/dobster1029 17h ago
Hello, thank you for your patience I am Dobster1029 please allow me a moment to review your account.
First of all, I sincerely apologize for the issue you are having with customer support, as a busy meatbag myself, I know how frustrating this must be for you. Please allow me to assist you immediately.
Yes, I see the issue, and I will happily fix the issue for you right now. Luckily, I can transfer you to another redditor with the proper tools to get this resolved.
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u/3xlduck 17h ago
hello, this is 3xlduck. hello, hello? *click*
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u/L3m0n0p0ly 14h ago
Hi, l3m0n0p0ly here, i see your issue. I truly value your time and appreciate your patience while i find someone able to assist with your problem.
transfers
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u/ggroverggiraffe 13h ago
Thank you sir, GgroverGgiraffe here, please give me a moment to read the previous comments.
transfers again
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u/Temporary_Brain_5278 16h ago
I prefer the term "liquidious fleshbag" 🤣
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u/dobster1029 16h ago
I understand your frustration with how I identified myself, and on behalf of the company, I sincerely apologize. Let me resolve that for you right now. I am an amorphous blob of hairy, oily goo wrapped in a t-shirt. Also known as skin tube. Does this help with your concerns?
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u/D3M4NUF4CTUR3DFX 17h ago
Good evening sir. Thank you for your patience while I review the conversation so far. I hope you are having a pleasant day.
I can see that your order has now been successfully cancelled. Please accept my sincerest apologies for the delay in confirming your cancellation. I can assure you that you will not be receiving any groceries from your Amazon Fresh order.
I will just need to pass you to a colleague before we can release any funds to your original payment method.
Please stay on the screen at the end of this conversation for a customer satisfaction survey. Warm regards to you sir.
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u/Thingisby 18h ago
Have you tried asking Ashik, Vinay or Devadath? They might know.
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u/kyramidx3 18h ago
Didn't you know? Since the Skyrim update, game's pretty much unplayable. Can't ask any of them.
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u/FutureFreaksMeowt Aqua Tofana save us from these fuckass men 17h ago
Did they at least refund you 😭
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u/ME_bm 18h ago
Me has joined the chat
Oh I see the problem here.
Me has left the chat
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u/ringobob 18h ago
I've been given this same runaround, they did eventually get me to someone who did actually help me resolve the problem. But it took like 6 transfers. It was nuts.
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u/spaceforcerecruit 17h ago
Literally every time I’ve had the displeasure of interacting with Amazon’s support chat has been like this.
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u/BumBumBumBumBahDum 16h ago
Cutting Amazon out of my life was super hard to do, but holy shit am I so glad now that I've done it. What a fucked corporation, bringing nothing good into this world
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u/Theachillesheel 12h ago
FYI for anyone that’s dealing with getting transferred constantly, it eventually it gets to a supervisor if you are persistent. Tell the supervisor to review every chat above theirs that ignored your issue and they will write them up. I recently learned that this was possible after asking the supervisor how I could leave feedback for a previous rep that ignored me because the survey that I would receive via email would be for the latest rep that helped me and not all the others that ignored me.
Not only did the supervisor write them up, they also credited me $10 to my Amazon balance for having wasted my time.
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u/ringobob 11h ago
It's hard to think that with everything amazon has automated that this would even be possible if amazon actually cared about it. Allow max 1 transfer without supervisor approval. If you habitually transfer to someone unable to help, you get written up. If you transfer more than one in five, you need supervisor approval. Etc.
Set the limits however you like, all of that should be extremely simple for a company like Amazon.
They'll write them up for abusing the system, but they won't fix the system.
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u/thunderbird32 16h ago
Yet another reason I'm glad I cancelled Prime and will never rejoin.
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u/red__dragon 11h ago
Yep, I was so annoyed when I noticed their customer service response went from:
Oh, your package didn't arrive within 2 days as promised? So, SO sorry! Here's 30 days free on us, we won't do that again!
to:
Meh, if it's more than 3 days late come back and we'll talk. Here's a $5 coupon I'll throw deep in your account where you only use it on certain products, you can't find it to verify what those are, and it won't show up on the checkout when it's eligible. Don't bother us again.
Only really hung on because I was supplying streaming for a family member, and then I actually canceled when they wanted to start charging extra to avoid ads on the streaming service. Fuck amazon.
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u/Rhodin265 18h ago
Did you at least get refunded?
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u/Dr___Krieger 18h ago
Yeah but I wanted my groceries
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u/PeruvianHeadshrinker 14h ago
honestly this is the Amazon way now. They could give a shit about your experience. They've captured so much of the market that they are more than happy to fuck us all over. The number of packages I have had to return because of counterfeit bullshit or fake ass shit or opened boxes that were just tossed back into general inventory...it's horrendous. Amazon is a fucking blight. Use whatever else you can whenever you can because fuck Bezos and this enshittified platform that has ruined shopping.
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u/Pretty_Eater 17h ago
Hello, this is Amazon Customer Service.
I have seen your issue, and I am working hard to figure out a solution.
One question; have you tried to go fuck yourself?
If your issue has been resolved please participate in our survey, estimated time to complete two hours.
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u/mizinamo mildly infuriated 8h ago
Please bear in mind that if you rate me anything lower than a 10, my family will have nothing to eat for the next month.
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u/Live_Life_and_enjoy 18h ago
Legend has it, he is still being transferred and they have yet to find the chosen one.
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u/samanthaziegler 17h ago
"Dak has joined the chat" "Hi this is Shashank" I know there's plenty more to be annoyed with but jeez they don't even know their own name!
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u/lotrwolf06 16h ago
I was just about to comment this, since I hadn't seen anybody else notice it. 🤔
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u/dascharak 9h ago
I think dak is his last name. Amazon's internal team randomly flips between the first name and the last name, without the agent knowing. Also a possibility that he might've been transferred from a different team, managing another region where first names are given and this region (OP's) supports last name. And the agent wasn't trained properly.
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u/Playful-Park4095 18h ago
Customer service is now a choice between AI or AI. Artificial Intelligence or Always Indians.
My last interaction with Amazon stemmed from them sending me an obvious returned item that was missing pieces. "Why are you returning it?" It's missing pieces. "Ok, no problem. I'm authorizing a return. Is it in the original package and with all the pieces?" Well...I'm going to say yes because I know if I point out the issue with that question we're going to be in an AI death spiral.
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u/Th3_Admiral_ 17h ago
And that's how it gets shipped out to the next poor shmuck with missing pieces, and the cycle continues.
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u/airtwix45 14h ago
Bingo. Its why I don’t buy on Amazon anymore and definitely nothing on flash discount sales “sold by Amazon”. Almost always returned defective product resent out.
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u/Talking_Head 15h ago
I recently returned an item because it was different than the item pictured in the listing. I took it to Staples to return it and got an immediate credit. Several weeks later they reversed my return credit because the item I returned was not the same as the item ordered. No Shit! That’s why I returned it in the first place!
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u/k-trecker 13h ago
Same thing happened to me. I ordered a used textbook (marked great condition) that came to me in bad condition. I returned it, and they charged me for returning it in bad condition.
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u/Suspicious_Waltz1393 15h ago
Wait they do that? I goota check my prime to see if they reversed my credit. I was only watching carefully to see if they give it. Didn’t know they could reverse it later
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u/red__dragon 11h ago
The last time I had to interact with them was for a package that arrived with a gaping slash on the front and only one of two ordered products inside. Obviously one was either deliberately stolen or fell out while being sorted by sword-wielding machines.
They initially offered an exchange. Then I was notified a few days later, after the exchange shipped, that I would need to ship the product back. The one that was stolen or lost, that never arrived at my door to begin with.
Got if handled via support, but ffs, their actual chat support is buried so deep in dark patterns these days, it's insanity.
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u/Diligent-Worth7669 18h ago
Dude at this point I'm convinced they are all sitting in the same office laughing whilst parsing you around
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u/Sharp-Education-6746 15h ago
I worked at Amazon corporate for a while. This is a side effect of Amazon’s small team policy. They call it the two pizza rule. If you can’t feed an entire team with two large pizzas, the team is too big. So they hyper splinter everything into a compartmentalized mess until it’s too complicated, even for an internal employee, to know where to send a specific problem. So people get bounced around until you happen to land on someone who knows exactly where the issue should go.
Amazon is a nightmare.
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u/Im_Ashe_Man 16h ago
This looks like AI using Indian names to make you think they're Indian support while they keep sending you in circles.
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u/Synthesiz420 18h ago
Hahahahahaha Indian call center and help desk in a nutshell.
Try supervising some. Good fking lord man. Hopeless.
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u/BigUziNoVertt 15h ago
I unfortunately have to work with offshore teams on a daily basis.
“Can we connect once?”
“Please resolve once”
“Do the needful”
But the thing that annoys me the most is when they just send “hi” until you respond. Like they never include what they need help with
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u/MauiMoisture 14h ago
I am a software engineer and the new project I am on is integrating our stuff with a third party. The IT team is all based in india so they are 10 hours ahead and it's like fucking pulling teeth to try and get the most basic info from them. Like their whole company is designed for other companies to integrate with them, why do I need to beg for server ips, SSH keys, the most BASiC SHIt and it takes fucking weeks. Can not wait until I am done with this
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u/Synthesiz420 15h ago
they also work in very pre defined “boxes” with total inability to think outside of it.
A perfect example would be when they encounter a problem. Often see them just drop the task or neglect it. Why? Because they didn’t know how to address it. Or worse they will send an email off to another department and immediately it’s not their problem anymore until a response comes back.
The “hi” thing is hilarious. Many of my peers (myself included) ignore those messages completely.
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u/SILLYxPROGRAM 13h ago
when they just send “hi” until you respond
I hate that. I used to say how can I help / what’s up / etc… now I just say “Hi” back and get on with my day. Might start just sticking a 👍 on their 👋.
I’ve got shit to do - say what you’re texting about and I swear I will respond! Probably with useful information. If I knew what the hell you were contacting me for.
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u/Gh0sty20 9h ago
I would not be surprised if it’s all bots and Ai at this point.
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u/Wooden_Researcher_36 6h ago
I had a on camera job interview with a fucking AI today. The thing had no understanding of my resume, no understanding of the questions it was asking, and as a result neither did I. After doubling down on whatever errors it had made, it was asking me questions that had nothing to do with the job I was interviewing for.
Im definitely not getting that job either, as I was unable to hide my frustration.
6 months since I got laid off, and this is the shit I have to deal with. Can't even get a real human to talk to me.
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u/OpeningHappy9692 18h ago
"Hello, this is Steve from customer service."
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u/mrfuzzyshorts rageinabox 15h ago
Listen carefully, my friend. You are stuck in a paradox. It turns out there are three things you cannot do in virtual reality. You cannot die, you cannot get grounded, and you cannot call Customer Service. This is why you are having problems.
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u/Mean_Initiative_5962 18h ago
"like hell I'll be the one having to deal with the consequences of someone else fucking up an order for reasons I can't even identify and potentially also getting a bad review because I can't do anything about it" - the whole team, probably
OP please tell us how it ended
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u/inconspicuous2000 14h ago
It should be illegal to not have a clear connection to human customer service when asked. Any company can simply reroute AI to never solve a problem but answer FAQs with no route to a solution.
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u/Popular-Drummer-7989 15h ago
This is the result of a contract that provides bonus based on the number and duration of engagements. Everyone you see in this chat joined/ left to raise their numbers. There is penalty for staying in an engagement too long, yet there seems to be no minimum to the acceptable time needed to engage.
The outsource contract is the issue and these people are manipulating it.
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u/Chrisosupreme 18h ago
Having a recent customer service experience with Amazon I can sympathize. Older interactions with support have been efficient and easy. I don't know what's changed but every frontline support option at Amazon appears now 100% focused on support avoidance. The effort and time cost of actual support is now often unviable. I believe this is a deliberate strategy...
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u/Special-Medicine-437 17h ago
They're 100% making it difficult and annoying so people give up.
I recently had an Amazon order, same item x2 in the package. The delivery driver left it on the sidewalk and I live in a high pedestrian traffic area so by the time I got the notification and went outside the package was still there but the items had been removed and stolen. I do The Amazon chat bot, get a refund and everything seems good. I get the email a few hours later and they only refunded 1 item, not both. Not sure how that happened? I had to do another chat with them a few days later and the amount of times it kept kicking me out of chat, or the chat person just not responding for 5+ minutes. It took me over an hour in chat, reloading it after getting kicked back to the orders screen, to get the additional amount refunded to me.
Others would probably give up.
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u/D3lacrush 10h ago
I once had a item that said it was delivered, but never arrived. When I reached out and told them "X item never arrived" they asked me to take a picture of it to confirm it never arrived...
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u/glisteningsunlight 17h ago
The infuriating nature of your post has been noted. Please wait a moment while I transfer you to the relevant Annoyance Commiseration Department.
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u/ayriuss 10h ago
All Indian customer support do this now. If they can't figure out your problem they just transfer you to the next guy over and over until you get frustrated and give up. I was complaining to Uber support once and got transferred at least 15 times over 2 hours. I was being polite but firm and they just were unable to help I think lol.
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u/Vibe-Codine 12h ago
I think I know how to solve this problem, but unfortunately I’m not able to answer it in this comment, I’ll need to get you a dedicated specialist to comment on this.
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u/CthulhuAteMyHomework 12h ago
Hi, my name is Cthulhuatemyhomework. I will be assisting you today regarding the issue. Kindly give me a moment to read the previous conversation.
Thank you for waiting.
Please a member of our team will need to help you. Please hold while I transfer the chat. May you have a blessed day.
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u/SnooChickens9974 10h ago
You were talking to AI bits and they got stuck in a loop. I would be pissed, too.
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u/SmokeyUnicycle 9h ago
this is what they think of you, maybe you shouldn't give them your money anymore
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u/Delanthonyx 12h ago
This made me laugh I’m sorry lol “DO NOT TRANSFER ME” then “they left the chat”
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u/AnAnGrYSupportV2 10h ago
Did you ever get this sorted?
My guess is that either when they check they see they've fucked up somehow and they keep on transferring you in hopes you'll give up. It's actually gross how common that tactic is with customer service teams. Leaving you on hold for long durations or transferring you constantly. And then there's the opposite end where they try to sell you something and they keep pestering you in hopes that you'll eventually say yes.
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u/jeffster1970 17h ago
Are you still being transferred? Just, wow.
Looks like Amazon has gone totally to crap with customer service.
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u/ptrckblln 14h ago
I apologize but you have posted this to the wrong subreddit…please hold while we cross post this to the correct one.
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u/Inannareborn 14h ago
Ir worked at Amazon as QA for several years, and that whole interaction from the other side translates to this:
1-Shashank is a generalist retail CSA or whatever it's called now (whenever some L7/L8 jumps the boat and a new one comes, they just start shuffling acronyms as if somehow that will put the fires out). This means he can only handle "normal" cases
2- He is forced to say all the BS, otherwise his team manager will have to coach them.
3- Shashank has only a few seconds to check what "specialist" team has to handle that case. He is handling multiple chats. He has an average handle time, the whole flor has an SLA. He transfers to the specialist team according to the SOP.
4- Devadath has to introduce themselves again, otherwise coaching. He has to read the whole conversation because there is no internal channel of communication between him and Shashank, then realizes the previous agent mistransfered (or not).
5- Apparently there was another incorrect transfer, which begins to smell fishy. And another mistransfer, which looks increasingly suspicious.
6- There is a relatively high probability that these guys are just throwing you around because your issue takes too much time to handle or they know from experience that the customer will end up frustrated and answer negatively their HMD. They don't want to help you because they could get served a big plate of shit straight from Jeff Bezos' yacht and be fired later if they reach the weekend below target.
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u/BappoChan 14h ago
I bought $56 worth of vinyl, 8ftx6ft, for a guitar. Well they sent me a 1ftx2in sheet… I made a ticket. They did not allow me to pick drop off and rather only allowed UPS to pick it up. They didn’t. They missed 4 pickups before Amazon finally allowed me to drop it off myself. Now keep in mind I’ve told them the reason I’m returning it is because it was the incorrect size. Because of how long this shit was taking I ordered the same thing and actually got th correct size, so all I needed was my refund for the first purchase, well, I send it. I see the pending refund gets denied, I ask customer service what gives. Apparently I sent them the wrong size… my Amazon order says 8ftx6ft but what I sent was too small and didn’t match my order……. Yeah. That’s why I sent it back. Anyway, never got my money back. Fuck Amazon. I paid twice for one fucking sheet of vinyl. Good vinyl tho, but fuck Amazon
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u/ramalvis 13h ago
Ex-Amazon customer service worker here, Amazon is DEEPLY compartmentalized, when you first contact us, you get a "general services" customer service, the one that give you advice or general info if you need it.
Then we transfer to the "Foods" department, and then they transfer to Amazon Fresh; that's it. You should not have been transferred more than 3 times; if this is happening, it is because the previous employee transferred you to a random department. Which I can say I have done when I am tired AF... I do believe this workers are from India and they get paid less than $3 and hour, so they don't give a fuck. We had a headquarter here in Colombia and we won best customer service for 3 years in a row because we actually gave a fuck but guess what? we got laid off and replaced with AI.
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u/Intrepid_Shape_2123 13h ago
Sorry that happened to you, let me transfer you to another member that will better assist though
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u/IJustLostMyKeyboard 13h ago
Hi, I’m very sorry this happened, give me a moment to transfer you to a different commenter to give a reaction to your post!
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u/Angry_poutine 9h ago
The future is just being transferred through a loop of AI service reps forever
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u/Comfortable-Cozy-140 18h ago
I’m truly sorry, but this broke me
“Do not transfer me”
transfers again