Seller Support is horrible
Every time I reach out to seller support it is the most frustrating interaction I've ever had with any organization ever. Initial responses are usually not even related to what you are asking, each response I give providing the requested information is treated in isolation from the previous updates to the case. I can get asked for information A, then asked for information B, then asked for information A again.
It gives me the impression that goal of seller support reps is to a) clear the queue as fast as possible b) fill a reply quota, c) that no one cares if they actually provide support.
My most recent interaction is because I'm missing tax invoices for FBA Fees and Seller Fees (I got the Advertising tax invoice), I confirmed I was charged taxes on transactions for the month in question but Seller support can't seem to understand the problem and find a solution. In the past I usually just give up and find a work around but when it comes to tax invoices, if I ever get audited the CRA isn't going to accept missing invoices. Case # 14763985251
Seller Support is horrible
Every time I reach out to seller support it is the most frustrating interaction I've ever had with any organization ever. Initial responses are usually not even related to what you are asking, each response I give providing the requested information is treated in isolation from the previous updates to the case. I can get asked for information A, then asked for information B, then asked for information A again.
It gives me the impression that goal of seller support reps is to a) clear the queue as fast as possible b) fill a reply quota, c) that no one cares if they actually provide support.
My most recent interaction is because I'm missing tax invoices for FBA Fees and Seller Fees (I got the Advertising tax invoice), I confirmed I was charged taxes on transactions for the month in question but Seller support can't seem to understand the problem and find a solution. In the past I usually just give up and find a work around but when it comes to tax invoices, if I ever get audited the CRA isn't going to accept missing invoices. Case # 14763985251
24 replies
Lucre_Amzn
Hello @Seller_kd4X0jIcJ1SgB
This is Lucre, and I'm happy to help you out. I'm so sorry to hear about the experience you're having with Seller Support.
Looking at your case, we have two options to resolve your issue:
1. I went ahead and contacted an internal team requesting to send your invoices for the month of January. They'll let me know what the problem is and when the invoices are available, and I'll let you know through this thread.
Or
2. We can wait for your seller support case to show as "resolved" so I can request a specialist team to contact you and resolve the issue for you.
I already did option 1, so hopefully this will be fast, so I can confirm to you when the invoices are ready. But in case this takes longer, then we can wait for the initial case to appear as "Resolved" and I'll connect you to the specialists.
Hope this is useful!
Regards,
Lucre_Amazon
Seller_xJx7vH6fvZFD9
Yup.
Quantity is not better than quality.
I would rather wait a complete week for a reply from a competent support agent than lose time insisting hours with standard Seller Support.
Seller_weu5C3hytYJvl
Brother do not even get me started on this... at this point I think AI is responding to my when I said messages back and forth to support.
When I chat with support, agents literally just close the chat when it's a little more complicated than what they're used to or if they get frustrated. Straight up just bye bye.
When you call them it's like calling a call center somewhere in the third world. It even is kind of ran like one.
Amazon support has been disgusting so far.
Seller_ZNXpgFPy07cbz
Yes I also feel exactly the same. I feel as if I am talking to a person who is walking in the street and has nothing to do with amazon. I think the whole support team should be changed. I am shocked to see this low quality in a company like amazon.
Seller_gHUXqAAEwAcB4
I drink to that! Horrible is understating it. Completely useless until you eventually find that one beautiful soul that actually takes the time to fix the problem or find a solution. I currently have a case going back and forth with about 15 replies and I am nowhere near getting a resolution.
Seller_U9PLc7kW6StYP
Same here been having a lot of support issues lately you do get the good with the bad so I will not paint all of them with same brush, unfortunately for an organization the size of Amazon this maybe expected but very frustrating to say the lease. My major issue with them is similar to you, always giving you answers which is not related at all to the question you asked, almost like they didn't read your question giving a generic response; this needs to change, we deserve better service then this at least we deserve an understanding ear and not a robotic generic computerized response all the time just saying.
Seller_VWH3L8aWpXh3d
They are either bots , or the definition of useless
Seller_WVRGljjwKOlpv
cannot agree more. totally the exact same experience I have. Despite the mods here trying to help all the sellers, the agents from seller support center is just trying to close their case ASAP, i don't know if Amazon has a metric called First Call Resolution , the rate must be pretty low
Seller_1JtWN7OO6rhPF
It used to be alot better.
This last 12 months in particular has more rapid deterioration than I've ever seen. Ever since they rolled out "Send to Amazon" in particular. We don't expect to stick around more than another 6-12 months (been on Amazon 10 years).
