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Amazon and the absence of customer service Login/Join 
Prepared for the Worst, Providing the Best
Picture of 92fstech
posted
I ordered a chainsaw bar and chain combo through Amazon. The package came, but there was only a bar in it...no chain. The bar is perfectly fine, I just need the chain. So I try to go online and request that they just send me the rest of what I ordered (a chain), but there's no way to do that. None. The only option on the website is a return.

So now I have to return the stupid thing, and either order another one (which is no longer available for the price I paid for it) and pray they actually send me the entire product this time, or go get one somewhere else. It's an idiotic solution to a simple problem (and a problem that they created by messing up my order).

Screw Amazon. Their returns system is really easy, but unless your situation conforms exactly to their online process, there's no way to resolve simple issues like this. It's purely about making the process easier for the company at the expense of customer service.
 
Posts: 3249 | Location: In the Cornfields | Registered: May 25, 2006Reply With QuoteReport This Post
On the DL
Picture of V-Tail
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I can not tell by reading your post, whether you actually spoke with an Amazon customer service rep, either by phone or by chat.

A conversation might solve your problem.



A mind is a terrible thing.
 
Posts: 22016 | Location: Central Florida (near Orlando) | Registered: January 03, 2010Reply With QuoteReport This Post
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Picture of Pyker
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If you drill down through the help menu, there's an option to email them or chat with them or phone them. Any of those will resolve your problem
 
Posts: 264 | Location: Minnesota | Registered: September 06, 2019Reply With QuoteReport This Post
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Picture of az4783054
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My wife resolved an issue similar to yours easily with a 'chat' and a live person phone call. Amazon's customer service is excellent if you can navigate to the various manners of contact.
 
Posts: 9404 | Location: Somewhere north of a hot humid hell in the summer. | Registered: January 09, 2009Reply With QuoteReport This Post
Ammoholic
Picture of Skins2881
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I'd talk to them on the phone. They will likely be able to issue a credit which will effectively make the new purchase at the same price as the old one.



Jesse

A couple SIGs and a few others
 
Posts: 15004 | Location: Loudoun County, Virginia | Registered: December 27, 2014Reply With QuoteReport This Post
Prepared for the Worst, Providing the Best
Picture of 92fstech
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quote:
if you can navigate to the various manners of contact.


And there is the problem. The only option on the order screen was a return. I couldn't find a phone number or chat option anywhere. It may have been an option somewhere, but they sure don't make it easy to find.

I already clicked the return, so it's gotta go back now. I'll take my refund and go buy it somewhere that I can actually talk to a person.
 
Posts: 3249 | Location: In the Cornfields | Registered: May 25, 2006Reply With QuoteReport This Post
always with a hat or sunscreen
Picture of bald1
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To get help via chat or phone scroll to the bottom of the page and click on bottom far right "Help"



That will get you to the Help menu. Click the "Need More help" and then "Contact us" on the right. Big Grin




Certifiable member of the gun toting, septuagenarian, bucket list workin', crazed retiree, bald is beautiful club!
COTEP #192
 
Posts: 10241 | Location: Black Hills of South Dakota | Registered: June 20, 2010Reply With QuoteReport This Post
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Picture of Pyker
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quote:
I already clicked the return, so it's gotta go back now.


No, it doesn't. You can cancel the return and speak to CS if you follow the 'contact us' link indicated above. They will make it right if you give them the opportunity.
 
Posts: 264 | Location: Minnesota | Registered: September 06, 2019Reply With QuoteReport This Post
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Picture of henryaz
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For anything that does not "fit" their predefined return/exchange/etc options, I always call customer service, at ‭(888) 280-4331‬. You'll get a thousand apologies, your order fixed right, and probably an extra $10 credit to boot.



all your sig are belong to us
 
Posts: 9079 | Location: South Congress AZ | Registered: May 27, 2006Reply With QuoteReport This Post
It's not you,
it's me.
Picture of RAMIUS
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I’ve had the opposite experience every time I returned something. Actually, for such a large company, they kick ass in the customer service area.




 
Posts: 6053 | Location: Philadelphia, Pa | Registered: September 08, 2005Reply With QuoteReport This Post
Prepared for the Worst, Providing the Best
Picture of 92fstech
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So I called the number. The lady I talked to was very nice, but told me I still need to return the bar, because it was sold as a package item...they can't just send me a chain. She offered to change my refund into a replacement, and I told her that I had tried to do that, but the item I had ordered was now priced $15 more than I had paid when I ordered it, and I didn't want to pay that much. She told me the replacement would be the same price, since it was a replacement, so I agreed to this. She put me on hold for a bit, then came back and said my item is out of stock, so they can't do a replacement.

So I spent 20 minutes on the phone with CS, and I'm right back to where I was when I started. Screw Amazon.
 
Posts: 3249 | Location: In the Cornfields | Registered: May 25, 2006Reply With QuoteReport This Post
Just for the
hell of it
Picture of comet24
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I've had my problems with Amazon. There is a thread I started here about them. Overall though I like them. I've returned a few things a year. Normally it's easy but I've run into the same issue you did. PIA when it happens.


_____________________________________

Because in the end, you won’t remember the time you spent working in the office or mowing your lawn. Climb that goddamn mountain. Jack Kerouac
 
Posts: 15367 | Registered: March 27, 2004Reply With QuoteReport This Post
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Picture of Lt CHEG
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quote:
Originally posted by 92fstech:
So I called the number. The lady I talked to was very nice, but told me I still need to return the bar, because it was sold as a package item...they can't just send me a chain. She offered to change my refund into a replacement, and I told her that I had tried to do that, but the item I had ordered was now priced $15 more than I had paid when I ordered it, and I didn't want to pay that much. She told me the replacement would be the same price, since it was a replacement, so I agreed to this. She put me on hold for a bit, then came back and said my item is out of stock, so they can't do a replacement.

So I spent 20 minutes on the phone with CS, and I'm right back to where I was when I started. Screw Amazon.


Just buy it local. A chainsaw is something I might have questions about, need service for, etc. so I prefer to buy things related to chainsaws locally. It’s worth the extra cost to have a local business like that handy. I gladly pay more to support local when I can, it’s generally much more convenient.



**The views expressed above represent those of the poster only and not necessarily those of his employer**
**Any advice given should not be considered legal counsel and used for entertainment purposes only**
-Chance favors the prepared mind
-"Guns don't kill people. People Kill People. Guns defend people from people with smaller guns." - American Dad
-It is not the critic who counts; not the man who points out how the strong man stumbles, or where the doer of deeds could have done them better. The credit belongs to the man who is actually in the arena, whose face is marred by dust and sweat and blood; who strives valiantly; who errs, who comes short again and again, because there is no effort without error and shortcoming; but who does actually strive to do the deeds; who knows great enthusiasms, the great devotions; who spends himself in a worthy cause; who at the best knows in the end the triumph of high achievement, and who at the worst, if he fails, at least fails while daring greatly, so that his place shall never be with those cold and timid souls who neither know victory nor defeat.
 
Posts: 4973 | Location: Albany, NY | Registered: February 28, 2002Reply With QuoteReport This Post
My dog crosses the line
Picture of Jeff Yarchin
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quote:
Originally posted by V-Tail:
I can not tell by reading your post, whether you actually spoke with an Amazon customer service rep, either by phone or by chat.

A conversation might solve your problem.


It’s not as easy as it use to be. The phone number for support is really hard to find now. I had an item that tracking said was delivered but wasn’t. It was impossible to fix this without speaking to them. All available links said it was delivered and the only option was to return it.

They definitely changed things to make it more difficult to get in touch with a human.
 
Posts: 12243 | Location: EZ Acres, in the Western NC Mountains. | Registered: June 20, 2007Reply With QuoteReport This Post
My dog crosses the line
Picture of Jeff Yarchin
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quote:
Originally posted by henryaz:
 
For anything that does not "fit" their predefined return/exchange/etc options, I always call customer service, at ‭(888) 280-4331‬. You'll get a thousand apologies, your order fixed right, and probably an extra $10 credit to boot.


Thanks for the phone number. I’m saving that.
 
Posts: 12243 | Location: EZ Acres, in the Western NC Mountains. | Registered: June 20, 2007Reply With QuoteReport This Post
Prepared for the Worst, Providing the Best
Picture of 92fstech
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quote:
Thanks for the phone number. I’m saving that.


Yes, thanks from me as well! I wasn't able to find that number anywhere on the website...if henryaz hadn't posted it, I likely still wouldn't have it. Long story short...still pissed at Amazon, but Sigforum is awesome Big Grin!
 
Posts: 3249 | Location: In the Cornfields | Registered: May 25, 2006Reply With QuoteReport This Post
Only the strong survive
Picture of 41
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Best place to buy bars and chainsaw chain is Cutters Choice.

https://www.cutterschoice.com/ShopFrontPage




41
 
Posts: 10549 | Location: Herndon, VA | Registered: June 11, 2009Reply With QuoteReport This Post
His Royal Hiney
Picture of Rey HRH
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If only there was a way to quickly search and harness all the information available on the internet.



I've went this route at least a couple of times in the past. (Googling for the phone number, that is.)



"It did not really matter what we expected from life, but rather what life expected from us. We needed to stop asking about the meaning of life, and instead to think of ourselves as those who were being questioned by life – daily and hourly. Our answer must consist not in talk and meditation, but in right action and in right conduct. Life ultimately means taking the responsibility to find the right answer to its problems and to fulfill the tasks which it constantly sets for each individual." Viktor Frankl, Man's Search for Meaning, 1946.
 
Posts: 15636 | Location: Bay Area, CA | Registered: March 24, 2011Reply With QuoteReport This Post
Prepared for the Worst, Providing the Best
Picture of 92fstech
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quote:
If only there was a way to quickly search and harness all the information available on the internet.


Granted, I could have done that. But shouldn't a company that is taking your money in exchange for a product put that information somewhere on their own website where it's easy to find...like on the order page next to the "feedback" or "return" options, where somebody would naturally go if they had a problem? Expecting your customers to go "google it" isn't good customer service.
 
Posts: 3249 | Location: In the Cornfields | Registered: May 25, 2006Reply With QuoteReport This Post
Member
Picture of Pipe Smoker
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I also had a good result from an email to Jeff@amazon.com. “Jeff” has a gazillion helpers that respond quickly.



Look about you.
 
Posts: 5185 | Location: San Diego | Registered: July 26, 2014Reply With QuoteReport This Post
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