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Managing Director Letters Are Now Ineffedtive
I'v gone through the mill with plenty of cases suffering many issues that are common place on Amazon. I have to admit some of this can be down to my misundertsnading and these are the issues whereby seller support can often help you out. Just a straight forward email explaining the issue and a response that can be answered there and then. These are now few and far between as I am more experienced so most issues are covered in seller university if you can be bothered to look it up.
More serious issues are rarely dealt with by seller support especially when the system has created some sort of gremlin. A good example is whereby you have had fee overcharges and can prove it through a transaction report. This is where it gets messy and you are sent in a spin and your support tickets get fired off to the mythical concerned team, relevant team, specialist team, internal team etc you get the picture.
Eventually you fire off an email to the Managing Director to explain the issue. Days gone by this would then be dealt with by the executive who would have given a rapid response and ensure the problem was dealt with efficiently.
Now, it doesn't reach the Managing Director, you will get a generic response email saying your message has been forwarded to the escalations team. The escalations team after personal experience is just the same as seller support. Send you in the same spin, asking for the same information and then once you have danced to every tune and overcome every obstacle they have put in your way to frustrate the process, they then send repeated generic messages every 3-4 days saying the following and quote
Dear Seller,
Thank you for writing to the Managing Director's office.
We are still investigating the issues you raised and will be back to you with a response in due course.
Thank you for your patience.
20 replies
Seller_76AUwmqvSyRIM
In fairness, the managing director never saw your emails. They just live in their ivory tower thinking that everything is rosy.
These days, the email recipient (probably using AI) will usually forward your email to standard seller support. Occasionally, they will forward it to the escalations team and you stand a better chance of an actual able human reading about your issue and maybe even helping to resolve it.
With regard to the emails you are receiving back every 3-4 days, they look promising. They haven't just washed their hands of the issue.
Seller_i38MVIJDH23AY
They rarely reply to me now.
I just get the email saying they have received it and if I have not had a reply in 2 days I should write back.
Seller_ZQyopdiwkUHOZ
Given the rate at which things were getting worse when it came to more frequent issues, and less capable help from support, it started to become fairly normal for people to have no choice but to escalate to the MD office.
Especially once it began to get recommended as a course of action on forums, I imagine they became over run with cases and instead of improving support, or fixing problems, I bet they decided to just have another Seller Support type customer service team handle the cases.
Seller_07InCUKjXk5oG
I guess the volume of MD messages became overwhelming due to the inaction and ineptitude of the so called seller support.
Amazon are no longer interested in the welfare of their sellers. It used to be a sensible safe platform, not now.
Seller_yAo12UfAg6lho
If you think Amazon owe you money either through wrong fees or A-Z claims being paid wrongly and you've tried everything you need to send them a Letter before Action. You can find examples of these online. Ive done this and it worked. You must be prepared to go to the small claims court. Here are the contact details.
Amazon UK Ltd
1 Principal Place, Worship Street, London, London, EC2A 2FA, England
Email: amazon-uk-limitedlegal@amazon.com
The above information is available online freely.
Seller_vtSzvxtW9StxE
The MD team has essentially become an extension of seller support. They dismiss issues by copying and pasting generic responses and then closing the cases.
Recently, I opened a case for error 5461, and an Egyptian seller support (from India ofcourse) representative informed me that my bank details were not updated on the Egyptian marketplace – a marketplace where I don't even sell.
Feel like some experimental objects on Amazon, as they tweak their systems without considering small sellers. Worse, they don't collaborate with sellers to resolve issues.
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