Amazon Customer Service,* *I am writing to file a complaint regarding Order...
GetHuman-pabbott's customer service issue with Amazon from October 2018
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The issue in GetHuman-pabbott's own words
Amazon Customer Service,* *I am writing to file a complaint regarding Order ****-*******-*******. This was a terrible experience that cost me money. The story is very long and detailed (below) - but just to get to the heart of the matter - I am owed at least a major apology and perhaps some sort of credit on my Amazon account.**I have never filed a complaint before with Amazon and have been a member since ****. I have the transcripts of * chat line contacts with Amazon representatives attached to this email for your records. I also had to contact UPS * times and had extensive voice conversations with them. The amount of time and wasted resources – for all involved, is an example not only of poor customer service, but an incredible example of MUDA and poor process control that I can use as examples in my lectures at the University.* *I ordered a specific ** inch flat screen TV from Amazon. To begin, let me tell you that I went and picked the TV up myself yesterday at the Baltimore UPS pick up spot at **** Quad Avenue. Therefore, my records at Amazon will show “delivered”. However, this was a last ditch effort on my part to try to salvage a terrible experience. I want to also tell you that I had to use a rental car to do this – after flying from Detroit to Baltimore specifically to take delivery of the TV set that was promised to arrive on Thursday, September **, ****. This is all reflected in the attached transcripts.*To start from the beginning ----- I was in the process of ordering the TV online while I had an Amazon rep (Ahsutosh) in the chat window. He could not assist me with my need for a scheduled delivery until I actually placed the order. I was concerned about ordering at that exact moment because I knew that the only day I could take delivery was Thursday (****) or Friday (****) and the online order option was forcing a Monday delivery. Based on the information that Ashutosh gave me in the chat, I ordered the TV and Ashutosh assured me that this could be worked out by Amazon working with the UPS delivery folks. Ashutosh said "I will personally keep a track of your order and contact the carrier to schedule the delivery for Thursday or Friday”. This is reflected in the transcript. I was delighted and wrote a really nice evaluation for Ashutosh. *Later that day, I got the notice from Amazon – and then UPS - that the TV would be delivered on Monday. I recontacted Amazon and this time got Anshdeep who relayed the following: * *”Amazon associates have special privileges with the carrier. I am going to ask them to hold the item till Wednesday and get it delivered to you by Thursday.”*“Me:thank you, that is what Ashutosh said earlier today, but UPS said Monday *or* I have to come get it myself.”*“Anshdeep:Like I mentioned Patricia, we do have some privileges. I will take care of it. I will also update Ashutosh regarding this.”*Anshdeep:I will be on the call with the carrier even it takes an hour Patricia. I assure you I am on it. I will get the item delivered to you by Thursday.*Me:Not "by" Thursday - it needs to come ON Thursday or Friday.*Anshdeep:Sorry about the Typo. That is what I meant.”* *Well, I was skeptical, but signed off. The next day I called UPS and they repeated to me that the package would come on Monday, and if I did not pick it up by Friday (myself) that it would go back to Amazon. I then chatted with Amazon rep “Cherry”. After a LOT of confusing back and forth, probably related to Cherry not being a native English speaker – I ended up with this from her (again – in transcript):* *“Cherry:However, they will make a delivery to you on the requested reschedule delivery which is on Thursday, September **,****.”*“Cherry:To help you on this, Patricia. I will set a personal follow up on your order for me to monitor and communicate with the carrier and for us to make sure that you will receive this on the reschedule delivery date.”* *I called UPS back and they said what Cherry had told me was incorrect. I contacted Amazon again and I then connected with Karthik. Karthik said this:*“Karthik:We expect the carrier to deliver the package as early as possible. The maximum time requested by the carrier to deliver your package is end of day Thursday, ** September ****.”* *I replied that UPS said I had to come pick it up to which Karthik responded:* *Karthik:NO, Patricia. Please ignore that, they will deliver the package to your front door.*Me:ok, I will wait for it today. I specially arranged to be here today to take delivery.*Karthik:Please do not worry. They will deliver the package to you.*I also would like to add $*.** to your account as a compensation for the delay.* *I called UPS again, and they said not only was this untrue, but that there was *NO* record from Amazon that anyone had ever contact them about this order.* *Ok, so all of these Amazon reps had lied to me? * *On Thursday the **th at midday, with no UPS delivery, I contacted Amazon again got Jaspreet. I asked for a supervisor and got Chandrali. Chandrali told an entirely different story as can be seen in transcript. Eventually Chandrali ordered an intercept with UPS on Thursday – the day that it was supposed to be delivered in the first place.* *Chandrali:So I requested an intercept for this package and within a few hours it will be showing on your order details. The intercept is arranged for tomorrow itself and it shall b delivered by tomorrow and I gave them your calling number as well. If there is any issue with the address, they will be directly calling you on your primary phone number registered with amazon*I hope that works?*Me:Order details with Amazon or UPS? I am just not certain how much faith to put in this. Karthik, Cherry, Ashutosh, Anshdeep all told me that everything was set and the package would come where I could take delivery.*I hope you understand my frustration and skepticism.* *Chandrali:And they will be delivering it tomorrow itself.* *On Friday morning **** at * am, I got a message from UPS and Amazon that the package was lost and would not be delivered. I contacted UPS and they said there was nothing that they could do, and that I would have to call Amazon and report a lost item. * *Because I had numerous emails from UPS that the package was at **** Quad Avenue in Baltimore – I decided to rent a car and asked a friend to ride with me to UPS on Quad Ave. The TV was sitting right there, and I took the TV and brought it home.* *THE POINT HERE IS THAT:**. I FLEW TO MY HOME IN BALTIMORE SPECIFICALLY TO TAKE DELIVERY BASED ON THE SAME ASSURANCES FROM NUMEROUS AMAZON REPS.**. I SPENT HOURS ON THE PHONES AND CHAT LINES TRYING TO GET THIS RESOLVED.**. AMAZON AND UPS BOTH REPORTED THE PACKAGE AS LOST**. I WENT OUT AND RENTED A CAR, AND WENT TO QUAD AVENUE AND THE TV WAS THERE AND I TOOK IT HOME.* *This is the kind of nightmare that should never happen. It cost me hours of time and it cost Amazon hours of time. I had to rent a car to go and try to get the TV myself because I was only in Baltimore for a few days and will not be back for a month. I specifically flew to Baltimore for * days to take delivery of the TV based on information that (appears) now to be at best and total ***** up – and at worst – blatant lying by Amazon reps.* *I will appreciate a response to this complaint. I ended up with the TV in my possession before I leave Baltimore, but this was totally unnecessary, extremely poor customer service, and was very costly to me both financially and stress-wise. You will note in the transcript that I was always respectful – even in light of extreme frustration.
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