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meerkt
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Amazon's new Contact Us is a fail

Thu Dec 05, 2019 8:25 am

No longer a(n obvious) way to send a message - only chat or phone,
no chat transcript auto-email - must ask for it explicitly, and the format is worse,
mobile-inspired design - each participant aligned to an opposite side of a 16:9 screen, messy log copying, low density.

What's not to like?

Also, maybe reply times are longer. I think officially it used to be 12-24 hours, now maybe 24-48.
I don't necessarily blame them here because their reply times were quicker than most. Also too early to tell if the actual times are longer.
Last edited by meerkt on Thu Dec 05, 2019 9:10 am, edited 5 times in total.
 
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Re: Amazon's new Contact Us is a fail

Thu Dec 05, 2019 8:48 am

The harder they make it for you to contact them the harder it is to return things.
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meerkt
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Re: Amazon's new Contact Us is a fail

Thu Dec 05, 2019 10:07 am

Also seems email replies from CS now can't be further replied to, at least sometimes. An auto-message saying the address does not accept incoming messages.

Hopefully just teething problems.
 
Waco
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Re: Amazon's new Contact Us is a fail

Thu Dec 05, 2019 10:17 am

Their chat service is second to none. I always use it with any order issues and I've yet to have something they couldn't fix.
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meerkt
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Re: Amazon's new Contact Us is a fail

Thu Dec 05, 2019 10:42 am

I've not had a ton of purchases so it's not like I'm statistically bound to hit bad cases, yet I've run in the past into a major major issue with them, and their consequent handling was a total disappointment. I'm much more guarded since then but still use them, just factoring in a revised risk assessment. :)

Other than that, also various smaller issues. Part of it may be because I'm an optimizing buyer and their promo system has always been fragile.
Futile chat and email conversations are hardly a rarity, with reps that misunderstand or misread. Their lack of continuity in support also doesn't help in that regard (though sometimes it does help because you land on a better rep). But as long as nothing off-script happens they're definitely above average.
 
Waco
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Re: Amazon's new Contact Us is a fail

Thu Dec 05, 2019 10:55 am

I'm including lots of very weird issues. Longtime Amazon customer with easily thousands of orders. It's actually why I prefer their chat system - when they misunderstand something you wrote (which happens a lot) it's a 5 minute conversation instead of back and forth via email over many days.
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meerkt
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Re: Amazon's new Contact Us is a fail

Thu Dec 05, 2019 11:29 am

My experience with these misunderstanding is that sometimes the reps turn defensive. Even when not, chats tend to take longer than writing an email. In cases where more than one email is needed, at least your timing is flexible.
 
Waco
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Re: Amazon's new Contact Us is a fail

Thu Dec 05, 2019 12:11 pm

I haven't seen that yet. I prefer the chat system, but I can see why some may not. I just make sure I have 20 minutes or so to talk with them and it's done in one shot. I strongly dislike the back and forth over days via email.
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Re: Amazon's new Contact Us is a fail

Thu Dec 05, 2019 2:21 pm

The chat system is OK. I had a damaged item delivered. After it was denied return or replacement by the website; the chat system was offered. Somewhere along there, the chat became a human who offered to call and resolve the issue. I got the $364 item replaced.
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Redocbew
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Re: Amazon's new Contact Us is a fail

Fri Dec 06, 2019 3:08 am

It's not really that new. They made that change a while ago.

Live chat is just another thing that's come to be expected even if it doesn't always make a lot of sense. It's a pain in the neck for most small or mid sized outfits, because it needs to be responsive. The whole point of it is that it's interactive(mostly) in real time. That's hard to do when it's 2AM and nobody is in the office, but for Amazon it probably does make sense. We're not talking about a small or mid sized company here, and the degree to which email sucks scales very well with the size of the inbox.
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meerkt
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Re: Amazon's new Contact Us is a fail

Mon Dec 09, 2019 2:11 pm

Redocbew wrote:
It's not really that new. They made that change a while ago.

Maybe a staggered release, or A/B testing?

But a few days afterwards it was back to the good old system. Hopefully it stays, or perhaps they're incorporating changes to the new system after getting some feedback.

The inability to further reply to their reply emails is still here, though.

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