Seller Support cases being responded to by Artificial Intelligence Bots only
Hello,
We all have cases open on a daily basis I'm sure, however , I have one case in particular, that has been open for over a month now.
This case is regarding a suspected Trademark image Misuse. I cannot provide too much detail in here for obvious reasons, but it is nowhere near violating any trademarks. Every single message I have sent within this case has provided a lot of detail, as to why we don't need to provide a letter of authority. Since opening this case, I have now received the same COPY AND PASTE reply from Amazon Seller Support, up to, and now including 28 times. 28 times the exact same response, no matter who has responded to my messages. No matter what I respond with in this case, the exact same reply is sent back to me regardless.
I urgently need someone at Amazon, not only to address this certain case ( 10811700122) , but to explain why on earth, AI BOTS have completely taken over seller support. We are constantly having to provide documents to certain timescales, yet when we try to provide this information, we are met with automated bots. How is this helpful for anyone ? There really does need to be an answer and an explanation from Amazon on this one.
@michelle_amazon
Thanks
Seller Support cases being responded to by Artificial Intelligence Bots only
Hello,
We all have cases open on a daily basis I'm sure, however , I have one case in particular, that has been open for over a month now.
This case is regarding a suspected Trademark image Misuse. I cannot provide too much detail in here for obvious reasons, but it is nowhere near violating any trademarks. Every single message I have sent within this case has provided a lot of detail, as to why we don't need to provide a letter of authority. Since opening this case, I have now received the same COPY AND PASTE reply from Amazon Seller Support, up to, and now including 28 times. 28 times the exact same response, no matter who has responded to my messages. No matter what I respond with in this case, the exact same reply is sent back to me regardless.
I urgently need someone at Amazon, not only to address this certain case ( 10811700122) , but to explain why on earth, AI BOTS have completely taken over seller support. We are constantly having to provide documents to certain timescales, yet when we try to provide this information, we are met with automated bots. How is this helpful for anyone ? There really does need to be an answer and an explanation from Amazon on this one.
@michelle_amazon
Thanks
16 replies
Seller_ZVAz3d5lZuGid
Quote: @michelle_amazon
I assume that you are trying to tag in a forum mod with above ? - it will not work as not highlighted in blue, and as far as I know that is not one of the mods on the UK forum. Not sure where you got that name from.
Seller_76AUwmqvSyRIM
@Seller_ZVAz3d5lZuGidis a seller, as you are, and taking time out of her busy day trying to help you.
There is no mod called Michelle.
Seller_ZVAz3d5lZuGid
I am a VERY long-time seller on here. (18 years !!)
As @Seller_76AUwmqvSyRIM says, the name Michelle does NOT come up as a forum mod - that name does not appear in the dropdown list with an Amazon logo beside it, so definitely not a mod. Maybe you tagged another seller by that name who helped you ?
Seller_f5cnodyVjLD4S
Michelle is a moderator on the US forum
https://sellercentral.amazon.com/seller-forums/profile/58e1f852-6a0e-3e52-a840-7fad4647ef2e
Seller_ZVAz3d5lZuGid
Yes, have to admit, she does seem to exist ! I tried tagging her and her name did not appear on the dropdown, so am confused. My apologies. I WAS just trying to be helpful. Is she maybe a mod on a different marketplace, not UK ?
Yes, I do contribute quite a lot - I guess because I have sold on here for so long, and have learnt a lot over the years about the way Amazon works. I'm out of this now as have no further comment, except to say that the copy and paste and AI replies from Seller Support are NOT support in my opinion. I hope you can get a resolution for your problem.
Seller_ZVAz3d5lZuGid
Thanks @Seller_f5cnodyVjLD4S (T) - I did wonder about that and have commented as much in my last post. I knew she (Michelle) wasn't a UK mod !
Seller_IJWS2xoLSE1gT
@Seller_ZVAz3d5lZuGid No offence meant, we are just getting extremely frustrated trying to get as human response from literally anyone at Amazon at the moment. AI definitely seems to have taken over!
Seller_afGpzNBJac6CP
This is our main pain point as well. I don't think it is even an AI. It is much more simpler algorithms with supervision by poorly trained support teams. No matter what is being communicated responses are always generic. I understand there are a lot of issues with VTR and everything but how are they planning to solve all of these issues without even having read what is written. This is a chronic and serious issue for Amazon.
Seller_U7CnlknFpB8WI
Had this exact same problem. Asked for the case to be escalated to someone that could actually look into the case about 10 times. Got nowhere. Really, really frustrating.
Seller_7VQiMhCLfHHus
I've given up on sellersupport, I'm getting tempted to take legal action on some issues where we've lost around a thousand and amazon didn't respond or asked for things that were impossible to provide (returns shipment labels which were destroyed by the rain when the courier left outside so we couldn't provide). I just worry taking legal action will lead them to close our account. I already asked for mediation password multiple times and seller support hasn't provided.
Seller_m6xGugjcgLVXj
I wish I could get an reply from an AI. An AI can admit something is beyond ridiculous.
The customer service can claim with a stiff face that a banana should be red if their script tells them.
