I'll be the first to say that Amazon is one of the fastest, best, most convenient, and most lucrative companies in the world. Having said that, though, they aren't without faults, and one of them happens to be customer service.
After trying to sign into Amazon last week, I was greeted with a confirmation pop-up, which asked that I type the final four digits of a credit card number. Unfortunately, the card they provided was an old one to which I no longer had access. So I called customer service for assistance.
The first gentleman I spoke with was very friendly. I told him about my situation, and while he couldn't personally aid me, he transferred me to a specialist in the area. This specialist certainly was "special," I tell you...
I should probably preface this conversation by saying I sparingly use Amazon for shopping. I typically use it to sell books I've written. So the "specialist," after I explained to him the situation I was in, asked me the following questions: "What were the last three items you ordered off Amazon?," "What's on your 'Save For Later' list?," and something else which isn't coming to me at this very moment. I hadn't purchased anything off the site for 6-12 months and that number was even greater when it came to items on my "saved" list. I responded, "I haven't purchased anything off the site for a while. I can't remember what I bought a year ago or what I saved two years ago. Don't you have any other questions? Like what my first pet's name was or what street I grew up on or what elementary school I went to? I already provided you all of my personal information. Shouldn't that be enough?" He responded, "No. Until you answer those questions, we'll be unable to allow you back in." I was going, "Seriously? Because I can't remember items I bought a year ago, you're going lock me out of my own account?"
Fortunately, I figured out a way to log in, alter my credit card information, change my password, and I hope I've arranged things so this sort of thing doesn't happen again.
Seriously, though? Amazon, you may be light years ahead of your competition when it comes to selling your product, but you're in the back of the rearview when it comes to customer service. A little less roboticness (Trademark it! Boom!) and little more personality would be a nice start. You're welcome.
Amazon Customer Service: 1 out of 5 stars
After trying to sign into Amazon last week, I was greeted with a confirmation pop-up, which asked that I type the final four digits of a credit card number. Unfortunately, the card they provided was an old one to which I no longer had access. So I called customer service for assistance.
The first gentleman I spoke with was very friendly. I told him about my situation, and while he couldn't personally aid me, he transferred me to a specialist in the area. This specialist certainly was "special," I tell you...
I should probably preface this conversation by saying I sparingly use Amazon for shopping. I typically use it to sell books I've written. So the "specialist," after I explained to him the situation I was in, asked me the following questions: "What were the last three items you ordered off Amazon?," "What's on your 'Save For Later' list?," and something else which isn't coming to me at this very moment. I hadn't purchased anything off the site for 6-12 months and that number was even greater when it came to items on my "saved" list. I responded, "I haven't purchased anything off the site for a while. I can't remember what I bought a year ago or what I saved two years ago. Don't you have any other questions? Like what my first pet's name was or what street I grew up on or what elementary school I went to? I already provided you all of my personal information. Shouldn't that be enough?" He responded, "No. Until you answer those questions, we'll be unable to allow you back in." I was going, "Seriously? Because I can't remember items I bought a year ago, you're going lock me out of my own account?"
Fortunately, I figured out a way to log in, alter my credit card information, change my password, and I hope I've arranged things so this sort of thing doesn't happen again.
Seriously, though? Amazon, you may be light years ahead of your competition when it comes to selling your product, but you're in the back of the rearview when it comes to customer service. A little less roboticness (Trademark it! Boom!) and little more personality would be a nice start. You're welcome.
Amazon Customer Service: 1 out of 5 stars
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