Yet another amazon support fail in providing support
When I think that amazon support can't get any worse it finds a way to surprise me!
I have an open case that has been marked "Action Needed By Amazon", familiar to most sellers. So, this case hasn't had any response from amazon for a month (28 day). I decided to call the support to find out what is going on. We will skip the part where I was hung up upon twice!
Let's get to the response that I got from the support team. Apparently, since the case is being handled by an internal team and they can't open the case but I can create a brand new case in reference to the old case and call them back under the new case and ask them to review the old case and this way they will be to open the old case🤦♂️
At first I thought I got that "super ineligible" support agent who has no idea what he is doing (familiar to most sellers) and called again and got the same thing!!!
Seriously, how many cases do you need to handle one issue? What is the point of creating multiple cases? How is support treating you guys? In my case over all of the cases, roughly 90% of the support replies I get are either not relevant to the issue or just wrong!
Yet another amazon support fail in providing support
When I think that amazon support can't get any worse it finds a way to surprise me!
I have an open case that has been marked "Action Needed By Amazon", familiar to most sellers. So, this case hasn't had any response from amazon for a month (28 day). I decided to call the support to find out what is going on. We will skip the part where I was hung up upon twice!
Let's get to the response that I got from the support team. Apparently, since the case is being handled by an internal team and they can't open the case but I can create a brand new case in reference to the old case and call them back under the new case and ask them to review the old case and this way they will be to open the old case🤦♂️
At first I thought I got that "super ineligible" support agent who has no idea what he is doing (familiar to most sellers) and called again and got the same thing!!!
Seriously, how many cases do you need to handle one issue? What is the point of creating multiple cases? How is support treating you guys? In my case over all of the cases, roughly 90% of the support replies I get are either not relevant to the issue or just wrong!
9 replies
Seller_cia9RGiT9TJAG
Amazon customer service agents have learned a lot of tricks to deliberately frustrate the customer.
When you open a new case, you will be told that they must escalated to the same internal team. Seller support will then be unable to help you again. Call for status and you have completed the circle again. Repeat that a few times and you will be flagged by SS for abuse.
Another favorite is kicking a case to the wrong internal team. They will kick it back and the case history will be wiped clean.
It's not incompetence, it is deliberate. Amazon management knows this, and they allow it to persist because it makes the case resolution numbers look good.
Seller_8Wfpcf6cHQaPy
If you open more than once case for the same problem, Amazon can easily push their magic "ignore button" and you will get just what you are getting now - nothing, nada, zip.
One case per problem. Every time you open an additional case, you clog and backlog the system even more. I'd hit my ignore button, too.
Cooper_Amazon
Good Evening @Seller_TfD2jDWmnRbvp - I was hoping to take a look into the case you requested a follow up on. I do see quite a few cases opened and closed over and over again. Apologize for the back and forth with Selling Partner Supports.
If you could by chance share the case ID that is stuck in:
I'd be happy to investigate it and see if we can have someone review it as soon as possible. Looking forward to hearing from you soon. Sincerely, Cooper_Amazon
