Wow! account specialist phone calls
Just had a phone call from the much hyped new “account specialists” have to say I will not be bothering to make any future calls to them. the rep was clearly the bog standard frontline SS with no training just a script had very basic knowledge could barely even read my account health page and I had to help him read and understand it. Asked him a question about account health policy and he had no clue did not even know the policy existed. I then asked him to confirm that I was speaking to an account health specialist as he appeared to have such limited knowledge about account health and got a little angry about being asked but did confirm that he is an account specialist.
19 replies
Seller_B4VbHpnDLDLAU
I had this ages ago but they spoke perfect English. However they had no clue on the new VTR, shipping methods etc. no clue
Seller_qNwi87gdlmKBq
I tbh have the same experience with all the so called specialists or support on amazon
Seller_nzd3XpaZpr8Gb
Is this the same as an Amazon Selling Partner? £1400/mo + 0.3% of turnover!
Seller_k0uBh0emGuu71
I very excitedly accepted support from an amazon account manager who swiftly proved herself completely unable to assist in any way with a couple of minor headaches I had. Her go to response was ‘speak to seller support’
Seller_Ku3vjk0Ptgvm2
We’ve had them in the past, they just want you to spend more on advertising. They have no powers over anything actually useful or anything which will help account health.
Seller_9tHcCQjkpbw8Z
There’s a damn sight more account specialists in these Forums
Seller_fMsCVAHNu4txH
I had a similar call from one of them at 2pm on Sunday afternoon.
They sounded so much like they didn’t even know what they were ringing about that I made them verify the call via email before I’d speak to them. But once I believed it was ‘actually’ Amazon…
- Caller: “We’ve had reports of the wrong item being sent to the customer. How are you going to prevent this happening in future?”
- Me: “What’s the ASIN?”
- Caller: “It’s the product described as xxx”
- Me: “I sell thousands of lines, there’s at least a dozen that match that description. What’s the ASIN?”
- Caller “It’s XXXX”
- Me: “Wouldn’t this notification usually just appear in ‘Voice of the Customer’?”
- Caller: sounding uncertain. “Yes?.. How are you going to avoid the issue in future?”
I Check Performance in SS, find the ASIN, see the customer comment.
(2 Issues out of 75 sales in the last 30 days, both reported by the same customer)
- Me: “They were FBA orders where the wrong items were dispatched.”
- Caller: “So, what can you do to prevent this occurring again?”
- Me: “The customer ordered XXXX, they received a ‘Tongue-Scraper’. We don’t sell Tongue-Scrapers.”
- Caller: “So how can you be sure the products sent to customers are correct?”
- Me: “We’ve already recalled all the remaining stock, a few days ago.”
- Caller: “So, how will this ensure that the customer receives the right product in future?”
- Me: …
- Me: … Taking a few deep breaths
- Me: …
- Me: “We’ll check every packet before sending them in to FBA, to make sure that there’s no Tongue-Scrapers inside. And keep monitoring Voice of the Customer for any issues.”
- Caller: “OK. Please ensure you do. Is there anything else I can assist you with today?”
- Me: … “No. Thanks for your time.”
If I was a new seller I’d be in absolute disbelief. But as someone who’s been around this block before I was quite impressed that they knew how to press the right buttons to dial my number.
Seller_3di7P6gi1JyqG
Is it the seller support problem or is it Amazon severely limiting their function and only giving them very basic tools. An account specialist is probably limited by what Amazon let’s them do
Seller_ae51e0CJoHqCX
I have had 3 account specialists contact me in 8 years of trading. The first two invited me down to London and talk about all the wonderful ways they could assist me on my account.
Both of them moved to different departments and wouldn’t follow up on anything.
The last one contacted me a while ago claiming to help me with fba Europe. Had a few issues and then nothing proactive since.
You really do think you have hit the big time when the account specialist calls but they cannot really do anything more than regular seller support.
Best information for selling on Amazon is the forums
Seller_DnL3AXoQFgZKI
There are in the main TWO types of Amazon account specialists, the ones you have just encountered who more properly are called ‘Amazon Account Health Specialists’ who in my experience are far from specialists and posses a very rudimentary knowledge of a limited range of information. They normally contact you if your account is at risk, in an attempt to help you with the basics of sorting those problems out, before things get dire.
Then there are the Amazon Selling Partner 360 Program Specialists, which is a very expensive invite only subscription service where you have a specialist account manager assigned to you, who has limited powers to do anything earth shattering, but are quite knowledgeable about all things Amazon and normally quite well connected.
Wow! account specialist phone calls
Just had a phone call from the much hyped new “account specialists” have to say I will not be bothering to make any future calls to them. the rep was clearly the bog standard frontline SS with no training just a script had very basic knowledge could barely even read my account health page and I had to help him read and understand it. Asked him a question about account health policy and he had no clue did not even know the policy existed. I then asked him to confirm that I was speaking to an account health specialist as he appeared to have such limited knowledge about account health and got a little angry about being asked but did confirm that he is an account specialist.
Wow! account specialist phone calls
Just had a phone call from the much hyped new “account specialists” have to say I will not be bothering to make any future calls to them. the rep was clearly the bog standard frontline SS with no training just a script had very basic knowledge could barely even read my account health page and I had to help him read and understand it. Asked him a question about account health policy and he had no clue did not even know the policy existed. I then asked him to confirm that I was speaking to an account health specialist as he appeared to have such limited knowledge about account health and got a little angry about being asked but did confirm that he is an account specialist.
19 replies
19 replies
Seller_B4VbHpnDLDLAU
I had this ages ago but they spoke perfect English. However they had no clue on the new VTR, shipping methods etc. no clue
Seller_qNwi87gdlmKBq
I tbh have the same experience with all the so called specialists or support on amazon
Seller_nzd3XpaZpr8Gb
Is this the same as an Amazon Selling Partner? £1400/mo + 0.3% of turnover!
Seller_k0uBh0emGuu71
I very excitedly accepted support from an amazon account manager who swiftly proved herself completely unable to assist in any way with a couple of minor headaches I had. Her go to response was ‘speak to seller support’
Seller_Ku3vjk0Ptgvm2
We’ve had them in the past, they just want you to spend more on advertising. They have no powers over anything actually useful or anything which will help account health.
Seller_9tHcCQjkpbw8Z
There’s a damn sight more account specialists in these Forums
Seller_fMsCVAHNu4txH
I had a similar call from one of them at 2pm on Sunday afternoon.
They sounded so much like they didn’t even know what they were ringing about that I made them verify the call via email before I’d speak to them. But once I believed it was ‘actually’ Amazon…
- Caller: “We’ve had reports of the wrong item being sent to the customer. How are you going to prevent this happening in future?”
- Me: “What’s the ASIN?”
- Caller: “It’s the product described as xxx”
- Me: “I sell thousands of lines, there’s at least a dozen that match that description. What’s the ASIN?”
- Caller “It’s XXXX”
- Me: “Wouldn’t this notification usually just appear in ‘Voice of the Customer’?”
- Caller: sounding uncertain. “Yes?.. How are you going to avoid the issue in future?”
I Check Performance in SS, find the ASIN, see the customer comment.
(2 Issues out of 75 sales in the last 30 days, both reported by the same customer)
- Me: “They were FBA orders where the wrong items were dispatched.”
- Caller: “So, what can you do to prevent this occurring again?”
- Me: “The customer ordered XXXX, they received a ‘Tongue-Scraper’. We don’t sell Tongue-Scrapers.”
- Caller: “So how can you be sure the products sent to customers are correct?”
- Me: “We’ve already recalled all the remaining stock, a few days ago.”
- Caller: “So, how will this ensure that the customer receives the right product in future?”
- Me: …
- Me: … Taking a few deep breaths
- Me: …
- Me: “We’ll check every packet before sending them in to FBA, to make sure that there’s no Tongue-Scrapers inside. And keep monitoring Voice of the Customer for any issues.”
- Caller: “OK. Please ensure you do. Is there anything else I can assist you with today?”
- Me: … “No. Thanks for your time.”
If I was a new seller I’d be in absolute disbelief. But as someone who’s been around this block before I was quite impressed that they knew how to press the right buttons to dial my number.
Seller_3di7P6gi1JyqG
Is it the seller support problem or is it Amazon severely limiting their function and only giving them very basic tools. An account specialist is probably limited by what Amazon let’s them do
Seller_ae51e0CJoHqCX
I have had 3 account specialists contact me in 8 years of trading. The first two invited me down to London and talk about all the wonderful ways they could assist me on my account.
Both of them moved to different departments and wouldn’t follow up on anything.
The last one contacted me a while ago claiming to help me with fba Europe. Had a few issues and then nothing proactive since.
You really do think you have hit the big time when the account specialist calls but they cannot really do anything more than regular seller support.
Best information for selling on Amazon is the forums
Seller_DnL3AXoQFgZKI
There are in the main TWO types of Amazon account specialists, the ones you have just encountered who more properly are called ‘Amazon Account Health Specialists’ who in my experience are far from specialists and posses a very rudimentary knowledge of a limited range of information. They normally contact you if your account is at risk, in an attempt to help you with the basics of sorting those problems out, before things get dire.
Then there are the Amazon Selling Partner 360 Program Specialists, which is a very expensive invite only subscription service where you have a specialist account manager assigned to you, who has limited powers to do anything earth shattering, but are quite knowledgeable about all things Amazon and normally quite well connected.
Seller_B4VbHpnDLDLAU
I had this ages ago but they spoke perfect English. However they had no clue on the new VTR, shipping methods etc. no clue
Seller_B4VbHpnDLDLAU
I had this ages ago but they spoke perfect English. However they had no clue on the new VTR, shipping methods etc. no clue
Seller_qNwi87gdlmKBq
I tbh have the same experience with all the so called specialists or support on amazon
Seller_qNwi87gdlmKBq
I tbh have the same experience with all the so called specialists or support on amazon
Seller_nzd3XpaZpr8Gb
Is this the same as an Amazon Selling Partner? £1400/mo + 0.3% of turnover!
Seller_nzd3XpaZpr8Gb
Is this the same as an Amazon Selling Partner? £1400/mo + 0.3% of turnover!
Seller_k0uBh0emGuu71
I very excitedly accepted support from an amazon account manager who swiftly proved herself completely unable to assist in any way with a couple of minor headaches I had. Her go to response was ‘speak to seller support’
Seller_k0uBh0emGuu71
I very excitedly accepted support from an amazon account manager who swiftly proved herself completely unable to assist in any way with a couple of minor headaches I had. Her go to response was ‘speak to seller support’
Seller_Ku3vjk0Ptgvm2
We’ve had them in the past, they just want you to spend more on advertising. They have no powers over anything actually useful or anything which will help account health.
Seller_Ku3vjk0Ptgvm2
We’ve had them in the past, they just want you to spend more on advertising. They have no powers over anything actually useful or anything which will help account health.
Seller_9tHcCQjkpbw8Z
There’s a damn sight more account specialists in these Forums
Seller_9tHcCQjkpbw8Z
There’s a damn sight more account specialists in these Forums
Seller_fMsCVAHNu4txH
I had a similar call from one of them at 2pm on Sunday afternoon.
They sounded so much like they didn’t even know what they were ringing about that I made them verify the call via email before I’d speak to them. But once I believed it was ‘actually’ Amazon…
- Caller: “We’ve had reports of the wrong item being sent to the customer. How are you going to prevent this happening in future?”
- Me: “What’s the ASIN?”
- Caller: “It’s the product described as xxx”
- Me: “I sell thousands of lines, there’s at least a dozen that match that description. What’s the ASIN?”
- Caller “It’s XXXX”
- Me: “Wouldn’t this notification usually just appear in ‘Voice of the Customer’?”
- Caller: sounding uncertain. “Yes?.. How are you going to avoid the issue in future?”
I Check Performance in SS, find the ASIN, see the customer comment.
(2 Issues out of 75 sales in the last 30 days, both reported by the same customer)
- Me: “They were FBA orders where the wrong items were dispatched.”
- Caller: “So, what can you do to prevent this occurring again?”
- Me: “The customer ordered XXXX, they received a ‘Tongue-Scraper’. We don’t sell Tongue-Scrapers.”
- Caller: “So how can you be sure the products sent to customers are correct?”
- Me: “We’ve already recalled all the remaining stock, a few days ago.”
- Caller: “So, how will this ensure that the customer receives the right product in future?”
- Me: …
- Me: … Taking a few deep breaths
- Me: …
- Me: “We’ll check every packet before sending them in to FBA, to make sure that there’s no Tongue-Scrapers inside. And keep monitoring Voice of the Customer for any issues.”
- Caller: “OK. Please ensure you do. Is there anything else I can assist you with today?”
- Me: … “No. Thanks for your time.”
If I was a new seller I’d be in absolute disbelief. But as someone who’s been around this block before I was quite impressed that they knew how to press the right buttons to dial my number.
Seller_fMsCVAHNu4txH
I had a similar call from one of them at 2pm on Sunday afternoon.
They sounded so much like they didn’t even know what they were ringing about that I made them verify the call via email before I’d speak to them. But once I believed it was ‘actually’ Amazon…
- Caller: “We’ve had reports of the wrong item being sent to the customer. How are you going to prevent this happening in future?”
- Me: “What’s the ASIN?”
- Caller: “It’s the product described as xxx”
- Me: “I sell thousands of lines, there’s at least a dozen that match that description. What’s the ASIN?”
- Caller “It’s XXXX”
- Me: “Wouldn’t this notification usually just appear in ‘Voice of the Customer’?”
- Caller: sounding uncertain. “Yes?.. How are you going to avoid the issue in future?”
I Check Performance in SS, find the ASIN, see the customer comment.
(2 Issues out of 75 sales in the last 30 days, both reported by the same customer)
- Me: “They were FBA orders where the wrong items were dispatched.”
- Caller: “So, what can you do to prevent this occurring again?”
- Me: “The customer ordered XXXX, they received a ‘Tongue-Scraper’. We don’t sell Tongue-Scrapers.”
- Caller: “So how can you be sure the products sent to customers are correct?”
- Me: “We’ve already recalled all the remaining stock, a few days ago.”
- Caller: “So, how will this ensure that the customer receives the right product in future?”
- Me: …
- Me: … Taking a few deep breaths
- Me: …
- Me: “We’ll check every packet before sending them in to FBA, to make sure that there’s no Tongue-Scrapers inside. And keep monitoring Voice of the Customer for any issues.”
- Caller: “OK. Please ensure you do. Is there anything else I can assist you with today?”
- Me: … “No. Thanks for your time.”
If I was a new seller I’d be in absolute disbelief. But as someone who’s been around this block before I was quite impressed that they knew how to press the right buttons to dial my number.
Seller_3di7P6gi1JyqG
Is it the seller support problem or is it Amazon severely limiting their function and only giving them very basic tools. An account specialist is probably limited by what Amazon let’s them do
Seller_3di7P6gi1JyqG
Is it the seller support problem or is it Amazon severely limiting their function and only giving them very basic tools. An account specialist is probably limited by what Amazon let’s them do
Seller_ae51e0CJoHqCX
I have had 3 account specialists contact me in 8 years of trading. The first two invited me down to London and talk about all the wonderful ways they could assist me on my account.
Both of them moved to different departments and wouldn’t follow up on anything.
The last one contacted me a while ago claiming to help me with fba Europe. Had a few issues and then nothing proactive since.
You really do think you have hit the big time when the account specialist calls but they cannot really do anything more than regular seller support.
Best information for selling on Amazon is the forums
Seller_ae51e0CJoHqCX
I have had 3 account specialists contact me in 8 years of trading. The first two invited me down to London and talk about all the wonderful ways they could assist me on my account.
Both of them moved to different departments and wouldn’t follow up on anything.
The last one contacted me a while ago claiming to help me with fba Europe. Had a few issues and then nothing proactive since.
You really do think you have hit the big time when the account specialist calls but they cannot really do anything more than regular seller support.
Best information for selling on Amazon is the forums
Seller_DnL3AXoQFgZKI
There are in the main TWO types of Amazon account specialists, the ones you have just encountered who more properly are called ‘Amazon Account Health Specialists’ who in my experience are far from specialists and posses a very rudimentary knowledge of a limited range of information. They normally contact you if your account is at risk, in an attempt to help you with the basics of sorting those problems out, before things get dire.
Then there are the Amazon Selling Partner 360 Program Specialists, which is a very expensive invite only subscription service where you have a specialist account manager assigned to you, who has limited powers to do anything earth shattering, but are quite knowledgeable about all things Amazon and normally quite well connected.
Seller_DnL3AXoQFgZKI
There are in the main TWO types of Amazon account specialists, the ones you have just encountered who more properly are called ‘Amazon Account Health Specialists’ who in my experience are far from specialists and posses a very rudimentary knowledge of a limited range of information. They normally contact you if your account is at risk, in an attempt to help you with the basics of sorting those problems out, before things get dire.
Then there are the Amazon Selling Partner 360 Program Specialists, which is a very expensive invite only subscription service where you have a specialist account manager assigned to you, who has limited powers to do anything earth shattering, but are quite knowledgeable about all things Amazon and normally quite well connected.
