Day 41 of being a flea on the butt of Amazon. Success!

 

Day 38 of being a flea on the butt of Amazon and BNI Postmedia - success, I think

A refund? You're joking!

Late yesterday afternoon I received an email from Grace, with the Amazon Executive Relations team. 

According to her, my refund is in the works! 

And it should show as a credit to my Visa in 5 to 7 days.

So, fingers crossed this will be the end of 38 days of stress and worry.

But until I see the refund, I will remain skeptical.

Cheers Lynda

Sparky sends his woofs!

Day 34 of being a flea on the butt of Amazon, and their delivery services Postmedia, and Intelcom

 

Another parcel has been incorrectly delivered. It's not my parcel, and it wasn't shipped by Amazon. 

However:

It belongs to a person who lives in Okanagan Falls, 17 kms (about 11 miles) south of where it was delivered. We are going to meet up later this afternoon so that I can give her the parcel.

Why do I mention this? 

Today is the 34th day since I asked Amazon to refund my money for two lost packages, packages that their contractors insist have been safely delivered to my address. 

For the first two weeks, I was stonewalled by an ever-changing line of Customer Service agents until I started emailing the executives directly.

Now I get daily 'love letters' from a variety of agents who are part of the 'Amazon Executive Relations team.' 

Every agent reassures me with similar words. "We are working to resolve this concern as quickly as possible. You don't need to take any further action."

Call me skeptical but I don't see this as progress. 

Cheers, Lynda

Day 31 of being a flea on the butt of Amazon, and now BNI Postmedia

Happy Monday, everyone:

Today's love letter from Amazon was slightly less annoying. 

Thankfully, this time I was not asked to supply the same information - again.

It's from someone who works for the Amazon Executive Relations team. I had a similar letter a week ago from a different person on the same 'team.' I responded to that one, and never heard from that person again.

Amazon seems to use a revolving system of assignments. I have never had a response from the same person twice in the 31 days of dozens of phone calls, and dozens of emails. It's damn annoying.

Fingers crossed I'll get my refund of $613.47 soon - before the stress kills me.

Lynda

Your Account Amazon.ca Message From Customer Service Hello Lynda L, This is Sirisha, with the Amazon's Executive Relations team. We received your email and are following up to ensure your concerns are addressed. I'm sorry to hear about the problem you've had with your Order ID: 701-3222033-3269060 and 702-8656836-714263. We apologize for the delay in answering your question. We can assure you that your question is being investigated. We are working towards providing an update to you as soon as possible.

My one-month anniversary of being a flea on the butt of Amazon, and now BNI Postmedia

 

HAPPY ONE-MONTH ANNIVERSARY TO ME FROM AMAZON! 

A pleasant person named Aparna from Amazon has sent me another form letter asking me to supply the same information that I have supplied, daily, since September 27th, through phone calls to the Customer Service line, or through detailed emails to at least 27 different Amazon Customer Service agents.  

So, in celebration of our long-standing association, I posted this on several Facebook pages.

HELLO OKANAGAN FOLKS!

Just on the off chance .... BNI (Postmedia couriers) claims that they delivered my missing packages to my address in Penticton on September 24th. I did not receive them.

Has anyone, anywhere in the Okanagan Valley seen a heavy Amazon box, containing 43 copies of my mystery novel SMASHED? And there is another box that's missing, 39 copies of CORKED?

I am desperate to resolve this problem, which has been occupying too much of my time for over a month. Please message me if you know anything! It will be a huge financial hit for me if Amazon or BNI won't refund my money.

Cheers Lynda Lock, Penticton.

Your Account Amazon.ca Message From Customer Service Hello, A pleasant day to you! This is Aparna from Amazon, the one who is working on your issue right now and it certainly is a pleasure assisting you today. I'd like to make an assurance that all inquiries are reviewed and taken seriously, and we're working hard to ensure a positive shopping experience among our loyal customers like you. Firstly, I apologies for all the inconvenience caused in regards to your shopping experience with us. During your free time please write back via email to us with the following information: (OMG!!!) -Order number -Name of the item or ASIN, quantity is applicable -Description of the issue -Assistance you may require Or please contact us via chats or calls for a faster resolution on it. Thanks for your understanding. Do contact us if you have any further queries. We can be reached by phone, e-mail and chat 7 days a week using the link below. We can be reached by phone 06.00 to midnight (local US time), and by e-mail and chat 24 hours a day: https://www.amazon.com/contact-us We look forward to seeing you again soon. We'd appreciate your feedback. Please use the buttons below to vote about your experience today. Best regards, Aparna Amazon.ca Did I solve your problem? Yes No

A flea on the butt of a multinational megacorp. Amazon part 2

AND TODAY'S RESPONSE FROM AMAZON, after one of the top 3 Amazon executives referred my problem back to one of their many Customer Service call centers.

"Hello,

I am sorry for the inconvenience caused to you for order xxx-xxxxxx-xxxxx.

Upon checking this order was created on Canada store. I request you to contact via correct store.

Thanks for contacting Amazon.

We'd appreciate your feedback. Please use the buttons below to vote about your experience today.

Best regards,"

Today is day 28 of LYNDA VS AMAZON. (Give me strength!!! 😵‍💫😵‍💫😵‍💫)

A flea on the butt of the multinational megacorp - Amazon!

 

I have discovered a new way to kill someone.

Try getting a refund from Amazon for a partial shipment that never arrived. Make that two partial shipments that never arrived.

Amazon owes me $613.47 and they refuse to refund my money. It’s a devious, untraceable way to kill a person.

My blood pressure and pulse rate soar every time I open another unhelpful email from their “customer service representatives.” Amazon is trying to kill me by proxy.

The trouble started in early September when I decided I would participate in several holiday gift markets, I enthusiastically ordered a total of 655 copies of my 10 mystery novels.

For my Canadian murder mysteries, Death in the Vineyards, I ordered 250 copies of CORKED. 200 copies of SMASHED. 150 copies of CRUSHED. These were given three separate order numbers on my Amazon account. (You’ll understand later in this article why this is important.)

For my Mexican murder mysteries, Isla Mujeres Mysteries, I ordered just 55 copies of the seven books because my Canadian fans prefer the Canadian series. These 55 books were given another order number on my Amazon account.

The boxes started arriving on September 25^th. Lots of boxes. Many boxes.

My books weigh about one pound, or 455 grams which is about half a kilo. No sane person would ship an order that weighs 250 pounds in one box. Which means that the orders arrived in 22 packages. Some boxes contained 43 books, others 39, or 16, and oddly a few arrived in separate padded envelopes containing just one book.

And now the trouble began.

A box of 39 copies of CORKED was posted on my account as ‘Undeliverable.’

Then a box of 43 copies of SMASHED met the same fate. ‘Undeliverable.’

There was no explanation from the delivery company why the boxes were undeliverable. All of the other packages arrived safely from the same printing company to my address.

Checking my Amazon account the message said to wait a few days to claim for the missing merchandise. On October 10^th I tried to do a ‘request for refund’ on my account but discovered I couldn’t because I didn’t have anything to return.

So, I called the Customer Service line, and the real fun began.

My first conversation included an interesting bit of advice: “You have to return the entire shipment if you want a refund for part of the shipment.”

So, that means that I have to find the people that I have already sold books to, refund their money, then package up all of the books, and send them back to Amazon, who will then send them back to the printer. Then I have to re-order the books from Amazon, and hope that nothing goes astray this time.

Wow! That is an amazing Amazonian solution. (Not!)

Earlier in this article I said, you'd understand later in the article why the three separate order numbers were important.

And here is the reason: When a Customer Service Representative receives a request for a refund, the Order Number and the Total Invoice must match. There is no accommodation for multiple invoices for one order number. Crazy but true.

Amazon does not know how to process a partial refund.

I have been in contact with Amazon via phone calls or emails every single day from October 10^th until today. Every single communication said, “I was unable to find the order you have issues with so I would request you to provide the following details for better assistance.”

Recently I found the email addresses for several of the top Amazon executives and tried sending them a letter begging for assistance. And guess what? They referred me back to the Customer Service Representatives, and their computer-generated form letters.

I have several times sent detailed letters with attached supporting documents printed from my Amazon account showing the four original orders, and the various separate invoices listing the contents of each box.

No joy there. I still get the standard computer general replies, “I was unable to find the order you have issues with so I would request you to provide the following details for better assistance.”

So, now I am wondering.

Does anyone in this multinational megacorp actually read letters from their customers?

Does anyone know how to compose a letter without the assistance of AI bots?

Does any of the upper management know how to solve a simple problem that is outside the parameters of their accounting system?

I will persist...if they don’t kill me first.

Cheers, 

Lynda