This is a tale of woe regarding problems with customer service, which I am listing here to bring to Amazon's attention the dysfunctional nature of their support service, in the hope that we can finally get some kind of resolution to our problem.
The saga began when we received an unspecific email from Amazon informing us that our 2nd Day and Next Day charges were, in their opinion, excessive. No examples were given, or targets for us to aim for. Before proceeding I can confirm that our prices reflected accurately the deal we had with FedEx for their Express Delivery services.
We opened a ticket - 15435736511 - 8 days ago.
Rep #1 asked for screenshots and template details.
Rep #2 simply referred us to fair trading policy.
Rep #3 asked us to demonstrate how our shipping costs related to Amazon fair trading policy. We explained again how our prices reflected our FedEx contract charges.
We were at this time negotiating with FedEx, and they came back with improved discounts, which we promptly used to update our template data., and informed Amazon accordingly.
Next day Rep #5 finally told us that our case had been referred to the appropriate Amazon team, who would research the issue on an expedited basis and let us know if they needed further information.
We then heard from Rep #6 who appeared totally oblivious to the previous message, repeating that the case had been referred to their internal team.
Rep #7 told me I needed to update my shipping template- increasing the per order amount and reducing the per-item amount. This we did.
Rep #8 told me they were waiting to hear back from their internal team.
Rep #9 repeated the request made by Rep #7.
Rep #10 told me once again that they had contacted their internal team.
Rep #11 told me that they had heard back from the team and that our listings were now active in the marketplace. We were advised to update our package dimensions and weights, a request we found rather odd.
Rep #12 told me that they were working with the internal team to find a solution . . ?
Rep #13 repeated the allegation of our high shipping prices, seemingly oblivious to everything which had already gone down.
This last reply was received yesterday - June 19th.
So we have come a complete circle. I am not prepared to go around the block again. The bungling incompetence displayed by a majority of support staff throughout this saga takes my breath away. Amazon seem to overlook the fact that we all have businesses to run - in my case more than one - and I especially resent the way my time has been wasted over what should have been a relatively easy matter to resolve.
Despite previous assurances that our rates had been approved, they are still not showing against our products, and this appears to impacting negatively on our Buy Boxes.
I am hoping that someone from Amazon, on reading this, will finally get me the competent and knowledgeable support which has so far been conspicuous largely by its absence. I am willing to work with anyone who is prepared to help, but please, no more time wasters.
Thank you for listening.
Aquarian Age - over 20 years trading on Amazon.
