I came across this kid in the UK who by age 11 has had 2 heart transplants and is currently under palliative care. He was trying to get his You Tube Channel – Kraken The Box – to 100,000 subscribers. Kori is a huge Johnny Depp fan and Mr. Depp heard of this young man’s plight and called him on Face Time. I found that Kori has an Amazon Wish list. I thought it would be nice to send him something. I looked at the wish list and saw a Rock Tumbler – it tumbles rocks so you can display them or use them in making jewelry. My wife is a jeweler of 40+ years, does repairs, custom work, and teaches classes. In reality, the present may be for his mom or sister in college. That is okay; it does not have to go to him; the family is involved in this whole journey. I ordered it. Note: the list also includes items for a charity. I am very impressed and heartened with the positive outpouring that people have shown. It gives some hope for humanity. Remember the gift is in the giving.
I should have known that only chaos would result. After I paid for it I get a notice that the day of the delivery I will get a 6 digit code that I have to share with the driver. For the driver to give the recipient the package they had to give the driver the code. So as not to get too long winded here is what I ended up finding out how that works. (This took 4 days to figure out and at least 5 hours on chat with Amazon UK Customer Service)
Just before the package is delivered an email is sent to the purchaser (me) with the one time code. For example, 12:30 PM UK time. I get an email at 4:30 AM because I am on the West Coast of the USA. Not knowing this I wake up at 8 AM Pacific (4 PM UK) and send the code to the email address on the you tube site. The Amazon checkout does not reveal the address or contact info of the recipient. This is how it should be. After going through this 2 times, they won’t leave the package even though Kori’s mom is probably on a first name basis with the Amazon delivery person.
I spend more time in Amazon UK chat and find out that they cannot do anything about it. They cannot confirm the contact email I have. (understandable, that is proper handling of personal information) So they say if you stay up and send the code as soon as you get it that should work. So I stay up all night waiting for the code.
Alas no code. I try Amazon USA and even call them but they are as useful as mammary glands on a lady of the holy order. They basically deflect to UK CS. They suggest calling UK CS. I said that is $3.00 a minute. I also point out that UK CS has said they will call me multiple times and never once did. In fact, I have even asked what happened and I get no response. Classy Amazon UK CS. What it means is that Amazon CS is not trained to know that they cannot call me on the phone. That they cannot call the USA. It means their system does not tell them “Hey you cannot call that area”. They know my phone number and what country I am in.
I spend another 4 hours on Amazon chat trying to get them to refund the funds and just apply it to the wish list account. They ask me for personal information about the recipient like phone etc. Of course, I have to explain why I do not have this. I cannot put it on a Gift card because we would be back to square 1 with the code thing.
Finally, I am told you can give them the order number and they can apply it to their account. Thus they can click on the order, have it refunded, and the credit put on their account. Geeze that took 5 hours to find out. I sent that info via email to the you tube email I have and I posted that on his FB page. I am drained.
I am a software engineer so I am very familiar with processes. I have worked as a tier 1,2,3 customer support person on a complex product. I have worked for a world wide company customizing their software for handling customers. this company’s customer service department won international awards for customer service for at least 5 years in a row. So it pains me to see a company with the resources do such a piss poor job and make no attempt to improve. Their whole tone was one of Cover Your ASS and who is to blame. Having worked for someone from Amazon I see that attitude is pervasive. They should read or have Simon Sinek to turn that crap around. The company would be much more efficient if people weren’t spending energy trying to protect themselves from blame. Also see Dunbar’s Number. Groups bet too big destroy themselves. See WR Gore and unit size.
Here is a list of the things Amazon could improve
- With “expensive” items where you require the code process allow the person ordering to specify that the recipient get the code. You have that information. The person ordering the item may not as is the case with a wish list.
- With those code items allow the sender to say no code with the understanding that if the package is stolen it is not refundable.
- Train the Amazon CS staff on basics. If the system won’t allow them to talk to the customer then say so. Have the system give them an error like “Calls to this region (USA) are out of your call area (UK).” I had at least 6 different CS people promise me I would get a call. No call ever.
- Tell the truth. Amazon UK CS has lost all credibility to me. I would ask to speak with the manager and told certainly and be connected to someone who was not a manager. That is called lying. I would have other people tell me things that later were inconsistent with what other CS agents said.
- Do some up front questions to make sure the customer is talking to someone in a group that can actually help. I do not expect a CS agent in the Amazon Video group to answer my issue. It will save me and Amazon a ton of time and frustration.
- When chatting say what group you are in. If you are not in a group that can answer my question that does not help either of us.
- Clearly Amazon grades/pays/evaluates on how quickly the agent “resolves” the call. I often suddenly got “Susie is having technical problem” notice and be connected to another agent. No one can go outside of whatever the prescribed solution is and if it is not in the playbook they cannot think of any other solution.
- The constant apologizing but not solving the problem is annoying. It is comes across as totally insincere and formulaic. Insincere apologies are worse than no apology.
- Actually read the chat and if you need clarity ask for clarity. Again and again at all levels I would have to repeat things multiple times because either they lacked reading comprehension or again were trying to get rid of me. I am a persistent bugger.
- When the customer asks a relevant question answer it. I would ask what group are you in – I wanted to make sure I was talking to someone that might be able to help me – I would have to ask 3 or 4 times and be persistent. Or I would say can we do this? They would just ignore my question.
- LEARN from issues. I am fairly sure that Amazon does not learn from these types of things. There should be a way for an agent to put in a process suggestion or a “bug” issue in and get some positive recognition.