Friday, December 12, 2008 complaint

I know... you're saying right now... "What, ANOTHER customer service complaint?!"

Yes. is on the top of my list tonight.
First the disclaimer - I'm a HUGE fan of I order a lot of books and other items, and really enjoy the easy at which money can flow out of my wallet and boxes show up on my doorstep.
That is... until something goes wrong.
A few months ago, I ordered a book.
I have a "prime membership" which basically means I pay a yearly fee (I think it's around $80!) so that I can have "FREE" 2-day shipping. It doesn't make sense to pay for this unless you order about 10 items from Amazon per year, and I do.
So, I get the usual email confirmation that says my order was placed.
I get the follow up email the next day that my order was shipped.
Then the following day (under normal circumstances) I get my package.
Not for this book. I go online to their "where's my stuff" page to find out where my box is...
Only to learn that there is a generic "in transit" status in the shipping status.
Hmm, that's odd I thought, usually there is a detailed tracking list as is with most UPS packages.
I learned (in a round about way, that my item - although the website SAID it was in stock) was out of stock at the time that I ordered it. And that in fact, UPS never got a package, but only the paperwork to initiate the billing. Long story short, about a week later I received a replacement order (at no additional charge).
Well, I'm stuck in the same loop - again.
This time though, I'm more worried, because the package is a Christmas present. I thought I was ordering it with PLENTY of time, but now I'm nervous that they're going to mess me up.
I called and spoke to 2 different customer service representative from India, and got absolutely no where, other than empty assurances that I would 'definitely' receive my package this Monday... and if I don't get it by Wednesday to give them a call. Ya, real confidence there... You'll get it for sure on Monday unless you don't. Nice.
I also emailed the customer service, and also got the same response from another person with an Indian name, who really failed to address all my concerns in my email.
I'm SO frustrated with the entire country of India tonight. How can an entire country take over EVERY customer service phone-line of every major American company? Really Corporate America? You can't afford to pay American's to represent you to your American customers?
While usually, they are overly polite, all you have to do is 'challenge' their canned script once, and you immediately get their attitude. I expect more from you. In this day and age, to be told that your package has been shipped, but we have no idea where it is - is ridiculous.
I have little doubt, that with additional phone calls the problem will be straightened out, (hopefully in time for Christmas), it's the frustration level of dealing with people who speak poor English, and offer zero common sense solutions to a shipping problem.
I asked the woman... isn't there like a "level 2" customer support that I can talk to? And either she played dumb, or she again lied to me, she said no... if I called back, I'd just get to talk to another person from India who will tell me the exact same thing she did. Grrr.
I've learned now... unless the item is shipped and packed by (and not a third party) chances are high that I will have a problem. I'm very disappointed.

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