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
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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.
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08:16 AM PST Carlyle(Amazon): Hello, my name is Carlyle. I'm here to help you today.
08:16 AM PST Jeff: Thank you.
08:17 AM PST Jeff: Here 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 Carlyle: Thank you for confirming that Jeff. Please allow me a moment to look into this for you.
08:18 AM PST Jeff: I appreciate it.
08:19 AM PST Carlyle: Did you receive any emails regarding this promotion?
08:20 AM PST Jeff: Not 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 Carlyle: Thank you for making that clear. Im stilling looking into this for you
08:22 AM PST Jeff: Thanks 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 Jeff: Okay. I am still here.
08:25 AM PST Carlyle: Soory about that. Something went wrong my side. Can you just please send me that link again please. So sorry
08:25 AM PST Jeff: https://www.amazon.com/b?ie=UTF8&node=13337603011
No worries
08:26 AM PST Carlyle: Thank you so much.
08:27 AM PST Jeff: Just 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 Carlyle: Thank 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 Jeff: Hey, thanks! How do I activate it?
08:31 AM PST Carlyle: You dont need to activate it. In order for the promo to work your order has to be sold by amazon.
08:32 AM PST Jeff: I 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 Carlyle: Once you place your next order the promo will work
08:33 AM PST Jeff: I am sorry, this is very confusing. Will I then get an email?
08:34 AM PST Jeff: I 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 Carlyle: No need to apologize. Please allow me a moment
08:36 AM PST Jeff: Thanks. I really do appreciate your assistance.
08:38 AM PST Carlyle: Like you said your item is sold by amazon. Once you order for this item the promo will apply immediately
08:39 AM PST Jeff: Are you saying that I need to order the "Music Unlimited" service and then it will apply?
08:41 AM PST Carlyle: Please allow me a moment. trying to see what I can do for you
08:43 AM PST Carlyle: I 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 Jeff: I 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 Jeff: The 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 Jeff: Please 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 Vikash: Thanks for the information Jeff .
08:48 AM PST Jeff: I 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 Vikash: To 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 Jeff: An exception to what?
What is the exception for?
Please cancel it.
08:50 AM PST Jeff: Carlyle 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 Vikash: Yes sure Jeff .
Thanks for confirmation Jeff .
Please allow me a moment.
08:53 AM PST Vikash: Thanks for your time Jeff .
08:54 AM PST Jeff: And yours Vikash. Thanks.
08:54 AM PST Vikash: I 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 Jeff: Appreciated. 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 Jeff: Here is the link detailing the promotion I understood I was getting:
https://www.amazon.com/b?ie=UTF8&node=13337603011
08:56 AM PST Vikash: This will take a few moments to research. I'll be back with you shortly.
08:58 AM PST Jeff: Alright man, but we are pushing an hour on this correspondence now. How long do you anticipate this will take?
08:58 AM PST Vikash: It will take few minutes more please stay connected?
08:59 AM PST Jeff: Okay, thanks.
09:02 AM PST Vikash: Thanks for your time Jeff .
I appreciate your patience.
09:03 AM PST Vikash: May I know your order number please?
09:03 AM PST Jeff: Sure. one moment.
09:03 AM PST Vikash: Thanks
09:03 AM PST Jeff: ORDER # xxx-xxxxxxx-xxxxxxx
09:04 AM PST Vikash: Let me check this.
09:06 AM PST Vikash: Thanks for your time.
09:07 AM PST Vikash: Just to be clear have you received your shipment?
09:07 AM PST Jeff: Yes, it arrived yesterday.
Shipment was fine, I just never got the promotional email I was supposed to.
09:08 AM PST Vikash: Thanks for confirmation Jeff .
Lett me check it.
09:11 AM PST Vikash: Thanks for your time Jeff .
09:13 AM PST Jeff: I cannot believe that it is taking this long.
09:13 AM PST Vikash: I 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 Vikash: On 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 Jeff: What is Emilia?
09:14 AM PST Vikash: Your patience and understanding is highly appreciated in this matter.
Sorry for the mistypo.
Email***
09:15 AM PST Jeff: I see.
09:15 AM PST Vikash: However
09:16 AM PST Vikash: I 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 Vikash: I do apologize for the inconvenience that you have encountered in this matter.
09:17 AM PST Jeff: So, to be clear, I will still be receiving my promotional email?
09:17 AM PST Vikash: In this case I request you to please wait for 24 hours for the mail to be delivered.
Yes sure.
09:18 AM PST Jeff: Okay. That sounds reasonable. Thanks for your time, and I look forward to receiving the email.
09:18 AM PST Vikash: You'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 Jeff: I 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 Vikash: I 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 Jeff: Will do. Take care, Vikash. |
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