Jul 30, 2023 10:09 AM
1356 Views
I ordered a printer 4 days ago with a 2 days delivery from Amazon at a good price(-21%+ 50$ added discount). I am a loyal prime customer since 8 years, at least, with a lot of purchases.
As I was supposed to provide the 1-time pin code to the driver for delivery of this amazing printer, and the tracking was showing delivery between 2 pm and 4 pm initially, I had organized my day to stay home.
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At 4 pm, I was "next stop" on the map and the driver was 2 blocks away from my house. At 4.30 pm, not seeing anybody, I checked again, the driver was still at the same place and the delivery moved to 7 pm, while he was still 2 blocks away.
At 5.30 pm, I see now the driver is in Simi Valley, CA at an Amazon center location, 30 miles away from my house. I phone the customer service, who literally just says what I can read on my screen. So not useful at all.
The day after I go to this center in Simi Valley, CA where they told me to go complain in Chatsworth, CA as they cannot help locally. Well ….the driver obviously stopped here and had the printer loaded in the van there. So why cannot they help?
Being now in Chatsworth, we check, and printer is tagged as "missing" in the system. We phone together Amazon customer service over the phone, same thing again, not useful at all, we are even told it is not missing and it will be delivered this same day for sure.
Now today Saturday 07/29/23, same status as 3 days ago. The information is not even updated on the tracking. I phone the customer service where I am being told to wait until the 11th of August (in 15 days) to ask for a solution if I have not been delivered in the meantime. After saying I didn’t agree, I did ask to speak to a supervisor, who finally told me literally " I cannot do anything else and I will hang up", that he did while I was continuing speaking.
I phoned again 2 hours ago, after having selected "cancel this delivery", and spoke to another lady to whom I explained the whole story. This lady, this time, was courteous but told me she cannot tell me anything about this sad situation and will escalate the issue….and I cannot even order another 1 at the same price that I ordered!
Now if I check the delivery status, informations have magically changed: I can read that I refused the delivery because the order was canceled before.
What?!? So now Amazon is changing the storyline?
To summarize, basically my printer was loaded in the van, the driver stopped 2 blocks away for a while and for any reason it did last, then he decides not to deliver me and goes back to the Amazon center 30 miles away. The van stays overnight and suddenly the printer is missing, but in the end, it is me refusing delivery because the order was canceled!!
Something is definitely wrong but it is being cover-up obviously. Leaving aside the fact I was hang-up by an Amazon associate representing the management, and all other associates telling me what I could read!
As it is not an isolated case, aside from huge money losses(and in this case how is it handled with Epson…), it says a lot about the "Customer experience" or "Customer centricity" mindset being practiced at Amazon:
- Customer being held hostage if the ordered item has suddenly disappeared.
- Customer being hung-up if not satisfied.
- Customer unsatisfied left unsatisfied.
- Customer is not a priority, Amazon decides to hang-up as they don’t have any solution, and decides that you have to wait the period of time they decide.
- Customer is being handled by low-cost countries personal, just repeating what they learned and not customizing their answer to your own concern. In the end, the service is more expensive, being paid for….nothing except providing informations you already have on your screen.
Obviously, Amazon is not set to handle expensive orders/ items that can suddenly disappear, and for which you can be held hostage for a while.
I know now that I will prioritize Amazon for cheap items but not for pricier ones where I will go in a store, or order straight from more serious companies(bestbuy….).
It was not like this in the past, so Amazon has taken definitely a wrong turn, probably being the result of short-term cash only oriented decisions. But this is another story….
