Ever had a seller support case resolved on the initial contact email?
Been selling on Amazon for over 15 years. So I have some experience.
I cannot recall ever opening a trouble ticket and having the issue resolved on the first contact email. (My latest ticket has to do with images that are on the images tab in seller central, not showing on Amazon.com... but that is not the point).
How about you... ever get a problem resolved on the first try? Could it be Amazon does not know how bad their seller support really is?
Ever had a seller support case resolved on the initial contact email?
Been selling on Amazon for over 15 years. So I have some experience.
I cannot recall ever opening a trouble ticket and having the issue resolved on the first contact email. (My latest ticket has to do with images that are on the images tab in seller central, not showing on Amazon.com... but that is not the point).
How about you... ever get a problem resolved on the first try? Could it be Amazon does not know how bad their seller support really is?
42 replies
Seller_7LrAV0m5llaI7
I had this happen recently with a live chat, I reference the prior case numbers for the same issue that got resolved twice already before.
They escalated it and it came back fixed.
But it usually doesn't happen that way. It's probably since i had prior coverage for the same issue that it got fixed. It happens quarterly due to Amazon AI and requires a human override to fix the description and pricing every 3 months.
I don't think they really do, because there is no oversight.
Lately for a couple cases that I do manage to get an escalations team, even after fixing the issue, I keep reopening the case and providing feedback on how it went and why it shouldn't have happened that way. Usually go back and forth a few times and then eventually someone says they submitted our feedback to the higher ups.
I feel like Amazon support tries to sweep issues under the rug from the higher ups. I'm keeping an open case from April open regarding the Purolator tracking issue in Canada. Even though it is mostly resolved (with a 2 day delay in tracking updates,) I keep reopening the case because they haven't issued a proper press release over this issue telling everyone it's OK to use Purolator again.
Seller_Hi7wbO2Kbo6bl
Amazon knows full well how bad it is and they do not care. Not even a tiny bit. They care when they are made to look bad in the media, but as long as they have Seller Support and the forum they have something to point to that says how much they care.
Seller_AiLabv10II3uw
Never, ever, in the first try. I usually get the prewritten, gemeric, responses that indicate to me that no one actually looked at or investigated details provided.
Seller_NzEmZKTEdcpPZ
Almost never. If it ever happens I immediately go straight to a store and buy a lottery ticket.
I don't quite understand why they keep such a high number of support people, while all they do is click on a suggested template answer that their internal system auto-generates for them.
They can fire a ton of them, have everything automated, say, on the first 3-4 replies. And only then, if a seller doesn't quit, forward it to a human for the manual review.
I mean, really: that's how it works these days anyway. Fire them, lower the costs, lower our commissions. It's a win-win situation for everyone (well, except for SS folk who will get fired, I guess, but they are the last people Amazon will care about, as we all know.)
Just hire an exec from a healthcare insurance. He/she will show you quickly how it's done! Deny, deny, deny..
Seller_h4btKGmOmHFLr
Yes, I've had hell freeze over twice. I'm sure that those Seller Support agents were immediately dismissed.
Seller_CW0P5hgbsiqWX
Personally no, only with a phone conversation. We have found that calling after midnight we get the Philopena call center who gives the best service.
Seller_IUhBk4EzVGwV0
Never , this is Amazon Achilles' heel, or simply the most hypocritical issue .
If Amazon resolves this , what a wonderful marketplace this would be.
Seller_khwSzZzVaVvpM
Never. They are a joke. Maybe a handful of helpful ones in the mix, but they get over-ridden by the bots.
Seller_bzNkMfBBSBgU0
LOL. NO. The support agents for the most part just care about closing the cases not resolving them. When they can't figure it out they transfer you to the "technical department" and then it mysteriously hangs up.
Today I got this lame excuse when they hung up on me. They know they just don't care.
Hello from Amazon Selling Partner Support,
I'm sorry our call was interrupted before we had a chance to review and find a solution to the issue you encountered. Due to a technical issue on our end, I am unable to return your call.
To contact us again, go to: https://sellercentral.amazon.com/gp/contact-us/contact-amazon-form.html/ Thank you for your patience in this matter.
Thank you for your patience in this matter. I look forward to helping you further.
Were you satisfied with the support provided?
Seller_A0u3HmOdAljUS
I totally understand! My storyis very similar maybe it will at least help you to know we are all going through it.
