Friday, December 2, 2016

Amazon Customer Support Chat Transcript or "Worst Customer Service Ever" or "Return to India"

Hello all,

It has been many moons since I made a post on here, but I really wasn't expecting a return trip to India in 2016 with another daughter on the way come March.  However, Amazon gave me an amazing surprise holiday gift with a one way ticket by telephone into Indian outsourced customer service hell.  For your own amusement, and my expense, please feast your eyes on the cavalcade of ridiculousness that is customer service in 2016. One hour and eight minutes later, and all I got was this lousy response. Comments welcome!

-Jeff

Your AccountAmazon.com

Message From Customer Service

Hello,

Here's a copy of the chat transcript you requested:
Initial Question: I placed an order for a vinyl record on November 28th, with the understanding that I would be auto-credited with $20 toward Amazon Music Unlimited at the completion of my shipment. The promotion was highlighted on the product page at the time of purchase.
08:16 AM PST Carlyle(Amazon)Hello, my name is Carlyle. I'm here to help you today.
08:16 AM PST JeffThank you.
08:17 AM PST JeffHere is the page that details the promotion I understood I was getting:
https://www.amazon.com/b?ie=UTF8&node=13337603011
08:17 AM PST CarlyleThank you for confirming that Jeff. Please allow me a moment to look into this for you.
08:18 AM PST JeffI appreciate it.
08:19 AM PST CarlyleDid you receive any emails regarding this promotion?
08:20 AM PST JeffNot yet. I thought i would once the item was shipped, and I never did. Then I thought I would get it once the item was delivered, but never got one of those either.
08:20 AM PST CarlyleThank you for making that clear. Im stilling looking into this for you
08:22 AM PST JeffThanks Carlyle. I've gotten plenty of promotions in the past. This is the first time one didn't come through. :)
08:24 AM PST Carlyle(Amazon)Hello, my name is Carlyle. I'm sorry your previous chat disconnected. I will try and pick up where you left off.
08:24 AM PST JeffOkay. I am still here.
08:25 AM PST CarlyleSoory about that. Something went wrong my side. Can you just please send me that link again please. So sorry
08:25 AM PST Jeffhttps://www.amazon.com/b?ie=UTF8&node=13337603011
No worries
08:26 AM PST CarlyleThank you so much.
08:27 AM PST JeffJust to be clear, I was shopping on the 28th and there was a large banner advertising the promotion on the product page. It is no longer on the product page itself since the promotion has ended (obviously) but this is the detail of what it linked out to.
08:29 AM PST CarlyleThank you for confirming that. I have successfully given requested the $20 promo into your account Jeff. Sorry about the long wait
08:29 AM PST JeffHey, thanks! How do I activate it?
08:31 AM PST CarlyleYou dont need to activate it. In order for the promo to work your order has to be sold by amazon.
08:32 AM PST JeffI am sorry, I don't understand. The item I bought was sold by Amazon. I am looking at the order details right now.
08:32 AM PST CarlyleOnce you place your next order the promo will work
08:33 AM PST JeffI am sorry, this is very confusing. Will I then get an email?
08:34 AM PST JeffI can see that $20 is in my promotional credit balance (thank you) but I am really only interested in applying it to the music unlimited service.
08:35 AM PST CarlyleNo need to apologize. Please allow me a moment
08:36 AM PST JeffThanks. I really do appreciate your assistance.
08:38 AM PST CarlyleLike you said your item is sold by amazon. Once you order for this item the promo will apply immediately
08:39 AM PST JeffAre you saying that I need to order the "Music Unlimited" service and then it will apply?
08:41 AM PST CarlylePlease allow me a moment. trying to see what I can do for you
08:43 AM PST CarlyleI have done the best to assist you on giving you the promo. Unfortunately I cant answer that question because I don't know it. But what i can do is transfer you to a agent that will be able to answer all your questions.
08:43 AM PST JeffI just ordered the service like you suggested I do, but I was charged the $7.99 on my credit card. The promotional balance is still showing $20.
This is extremely disappointing. I was not expecting my credit card to be charged based on your suggestion that it would apply. 
08:44 AM PST JeffThe promotion was not for MP3 credit, it was for Music Unlimited. Now I have bought two things, and I still haven't received the promotion
08:45 AM PST Vikash(Amazon)Hello, my name is Vikash. Please give me a moment to review the previous correspondence.
08:47 AM PST JeffPlease refund the $7.99 music unlimited subscription I just signed up for based on the previous correspondence. I didn't authorize that it be paid from a Visa. I was told my credit balance would automatically apply, and it has not worked.
08:48 AM PST VikashThanks for the information Jeff .
08:48 AM PST JeffI just want this straightened out quickly please. I have been trying to take care of this for 30 minutes now.
Thanks for looking into this for me.
08:49 AM PST VikashTo help you in this case I will, go ahead and cancel it for you as a one time exception .Is this fine?
08:49 AM PST JeffAn exception to what?
What is the exception for?
Please cancel it.
08:50 AM PST JeffCarlyle told me that if I placed the order, my $20 promotional credit would apply. It did not, and my credit card was charged instead.
08:51 AM PST VikashYes sure Jeff .
Thanks for confirmation Jeff .
Please allow me a moment.
08:53 AM PST VikashThanks for your time Jeff .
08:54 AM PST JeffAnd yours Vikash. Thanks.
08:54 AM PST VikashI have successfully refunded your request .
The amount will be credited to your original payment method within two 3-5 business days.
08:55 AM PST JeffAppreciated. Now, back to the original reason I contacted you. I never received the promotional credit for "Amazon Music Unlimited" that I was supposed to get when I ordered a vinyl record on November 28th. I think Carlyle mistakenly credited me with $20 in MP3 credit, but that is not what the promotion was for.
08:56 AM PST JeffHere is the link detailing the promotion I understood I was getting:
https://www.amazon.com/b?ie=UTF8&node=13337603011
08:56 AM PST VikashThis will take a few moments to research. I'll be back with you shortly.
08:58 AM PST JeffAlright man, but we are pushing an hour on this correspondence now. How long do you anticipate this will take?
08:58 AM PST VikashIt will take few minutes more please stay connected?
08:59 AM PST JeffOkay, thanks.
09:02 AM PST VikashThanks for your time Jeff .
I appreciate your patience.
09:03 AM PST VikashMay I know your order number please?
09:03 AM PST JeffSure. one moment.
09:03 AM PST VikashThanks
09:03 AM PST JeffORDER # xxx-xxxxxxx-xxxxxxx
09:04 AM PST VikashLet me check this.
09:06 AM PST VikashThanks for your time.
09:07 AM PST VikashJust to be clear have you received your shipment?
09:07 AM PST JeffYes, it arrived yesterday.
Shipment was fine, I just never got the promotional email I was supposed to.
09:08 AM PST VikashThanks for confirmation Jeff .
Lett me check it.
09:11 AM PST VikashThanks for your time Jeff .
09:13 AM PST JeffI cannot believe that it is taking this long.
09:13 AM PST VikashI am sorry to inform you Jeff ,That Due to heavy rush as their are so many orders regarding this our some of the customers are not receiving promotional email. However Our team is already working
09:14 AM PST VikashOn this so that Every customer get satisfied and receive the Emilia at time.
We certainly don't want you to experience any inconvenience. 
09:14 AM PST JeffWhat is Emilia?
09:14 AM PST VikashYour patience and understanding is highly appreciated in this matter.
Sorry for the mistypo.
Email***
09:15 AM PST JeffI see.
09:15 AM PST VikashHowever
09:16 AM PST VikashI have taken your issue as a feedback for us and forwarded it to our concerned music team on priority bvasis and they assure me that it will be fixed soon as you are one of our valued customer.
09:17 AM PST VikashI do apologize for the inconvenience that you have encountered in this matter. 
09:17 AM PST JeffSo, to be clear, I will still be receiving my promotional email? 
09:17 AM PST VikashIn this case I request you to please wait for 24 hours for the mail to be delivered.
Yes sure.
09:18 AM PST JeffOkay. That sounds reasonable. Thanks for your time, and I look forward to receiving the email.
09:18 AM PST VikashYou're Welcome.
Please let me know if there's anything else I can do for you today, I will be happy to help.
It is really a pleasure to assist our valued customer.
09:19 AM PST JeffI think that is it for now. I will be back in touch if this doesn't work out.
Bye for now.
09:21 AM PST VikashI assure you Jeff ,That it will definitely work.However In case If you face any issue Please feel free to contact us again so that we can determine the root cause of issue and can take approximate steps accordingly.
09:22 AM PST JeffWill do. Take care, Vikash.
Thank you.
Amazon.com
This email was sent from a notification-only address that cannot accept incoming email. Please do not reply to this message.

Tuesday, June 7, 2011

Красная Москва площади и Кремля! (Moscow's Red Square and the Kremlin!)

Well, we finally made it to Moscow on Monday morning.  We passed through the Ural mountains on the train from Yekaterinburg, officially taking us out of Asia for the first time since December 28th.  We are now in the most populated city in continental Europe, officially at over eleven million people.  This is our last city of 46 we've been to in 22 weeks.  It is bittersweet in many ways.  We are both so ready to be home, but at the same time very much enjoying reflecting on what an amazing lifetime experience this trip has been.  This isn't the time for a travel seminar of course, so please enjoy the pictures.

Amazing gold domed cathedrals are all over Moscow.


That's St. Basil's cathedral in the background!

On the Moscow River on a perfect June day.


Memorial and museum for Russia's "Great Patriotic War," known more popularly as WWII to us Americans.

This subway escalator took about 4 minutes it was soooo long.

I think it says KFC in Russian.


Klaire

Inside Red Square.

A Padre in the Kremlin

One of several beautiful Kremlin cathedrals.



The Tsar's cannon weighs in at 40 tons.

This Tsar's bell weighs in at 200 tons! That's 400,000 lbs!

The not-so-secret, "secret" garden.




Moscow is undoubtedly one of the most beautiful cities I've ever seen.  Its so amazing, and honestly took me by surprise.  It is certainly the financial, and cultural center of Russia.  We would love to visit again in the winter sometime.  As its stands with the perfect weather we've had, I would recommend it as a destination for anybody willing to go through the arduous visa application process.  Claire and I are both so glad we did.  What a terrific way to end our honeymoon!

See you all back in the USA!

Saturday, June 4, 2011

Jeff's Pun of the Week


Pasta Putin-esca!

Yekaterinberg


A 49 hour train ride from Irkutsk brought us to Yekaterinberg just 40km from the border between Asia and Europe.  Riding on the train has been so fun.  Russians on the train have been very nice and interested in who we are and what we are doing.  Most don't speak English and since we don't speak Russian, our conversations have been limited but can still last a couple hours.  Our guidebook also describes all of the little towns we pass through, so we get to learn some about Russian history.  The landscape has been surprisingly similar being mostly birch tree forests and small wooden houses.

Buying beer at one of the stops

Getting some air

Birch forests - and now you've seen Siberia!


Yekaterinberg (or Yakinberg as we called it before we figured out what the actual name was) is a mid to large size city known historically as the city where the Romanov family was murdered in 1918 during the Russian Revolution. There is not too much to see or do here, but we have enjoyed our time.  The city is pretty and we found a great Russian restaurant that is buffet style, so we can pick and choose. Tomorrow morning we head out to Moscow, where we will be staying with my second cousin for three nights, then homeward bound!
Romanov Memorial (Church of the Blood)

City Hall
Thomas Jefferson and Ben Franklin were here! (Just kidding)


Some of the beautifully painted buildings behind us

Monday, May 30, 2011

Irkutsk and Lake Baikal

We've been in Russia for a couple days now after crossing the border from Mongolia.  We've been learning the Cyrillic alphabet and trying our best to learn some Russian words as we've found little English so far.

Irkutsk is the capital of Eastern Siberia, and known as the "Paris of Siberia." It will celebrate it's 350th year as a city this summer.  It is a beautiful town filled with old wooden buildings, European architecture, restaurants, shops and even a great veg Indian restaurant that we've now eaten at twice.

One of the buildings downtown


We love the Russian Orthodox church architecture
We only stayed one night in Irkutsk then headed to Lake Baikal, the deepest freshwater lake in the world.  We initially wanted to head to the most popular tourist town about 70km from Irkutsk, but after our extremely helpful hostel manager found out, many of the rooms were already booked.  The hostel manager, Dmitri, then told us about his friend's hostel located further south on the lake in a tiny village of about 7 houses.  We said sure, so the next day Dmitri accompanied us to the hostel, which involved taking two trains.  It was beautiful.

The main building of the hostel
Siberian Friskey

View from the water

Jeff and Dmitri

Still ice at the lake's edge

View from behind the hostel

Train coming through town

View from a hike we took
We had an incredible experience staying there not only because it was beautiful, but also because staying at the hostel was like a homestay.  The hostel also serves as a summer camp for kids, so we ate meals with the staff, hung out with the great cats, and spent a few days just relaxing.
I've got a cat companion. Don't be jealous Spooky!

Wednesday, May 25, 2011

Terelj National Park and Ger Camping

The last two days we went camping in a ger in the Mongolian National Park Terelj.  The Mongolians are historically a nomadic society and for generations lived in gers, which are circular tents. We spent two nights in the ger with a Canadian couple from Halifax.

Gers usually have a 20 foot diameter

The family we stayed with setting up the fire inside our ger

The dogs made sure the cows didn't come too close to the gers

The landscape

The token camel hanging out

Us at the top of a short hike
 On the first day we were allowed a 2 hour horse riding allotment.  Unbeknownst to us, our "guide" was the son in the family (who seemed to let the boy do all the chores).  I thought he was about 10 but turns out he was 15.  He berated us the entire time we were trying to ride the horses as none of us had any clue how to ride one.  The horses also kicked each other and were unresponsive to us, probably because we had no idea what we were doing!  The "guide" even left us halfway through to find our way back.  It was not exactly the best horse riding experience.

I should have known before we were in for it!

Our guard dog we nicknamed Bear.
The second day we were lucky enough to see a representation of the Naadam Festival that occurs during mid-July.  There was a large group of German tourists who were bused in for the day and we walked over to see the show.  The Naadam Festival is something like the Mongolian Olympics with a type of wrestling, horse races, archery, and other events.

The wrestlers
The first night and all through the second day we got one of the few rainstorms the area will see.  It was quite cold during the rain, but when the sun came out late in the afternoon on our second night, it was absolutely beautiful.  The highs were the upper 50s, lows in the 30s.  We are also so far north that the sun sets around 9pm and rises around 5am.

Another view of the landscape

Turtle Rock
We had a wonderful few days staying in the ger.  Tonight we take the train to Irkutsk, Siberia.  We will arrive in 2 days.