So, I watched a key note address by Amazon founder Jeff Bezos, who spoke about Amazon customer service and how they are always striving to do better etc etc.
I have had a few issues where I have purchased hard drives from the Amazon market place and for various reasons they simply did not arrive.
One such instance was still open with no goods being received, and not surprisingly, my credit card being charged (and not refunded).
Basically, the market place seller appeared to be fraudulent, all their feedback poor, and this market place seller would take the payment, issue a fake consignment note, and not reply to any messages sent.
I have already made contact with Amazon, and let them know what had happened, but no refund had been processed by them.
I thought to myself, I wonder if Mr Bezos is 'fair dinkum' about Amazon customer service?
I wrote an email and sent it via the Amazon portal. I very nicely let them know what the problem was, and even asked that they resolve this by simply supplying the same product directly, taking the payment (which was already processed) - a good will gesture on their part.
I received an email back, with them stating that:
They would promptly have their internal department investigate this - I still have not heard back after 1 month.
They had written to their seller and I would receive copies of the correspondence - no copies were received (and the seller is no longer on their site anyhow, so I don't even know if they had a way to contact the seller).
So, absolutely nothing happened. I also clicked on their "issue not resolved" link, but I am not sure what this actually does. Perhaps it dispenses a gum ball in the staff cafeteria.
So perhaps the moral of the story is to not waste time communicating back and force with Amazon customer service, and just get the credit card company to reverse the payment and be done with it.
I was kind of hoping this would be a postive article saying that customer service still means something to Amazon, but I can already hear the snickering of those reading this (and feel a little naive to believe everything that a key note speaker says).
I have pasted the 100% negative feedback of the market place seller below:
I did not received the item and messaged the seller multiple times no response
By Sayanthan on 10 January 2020.
1 out of 5 stars
Fake seller. The item never arrived, no response from the seller. AVOID buying anything from this seller.
By Nilesh Kevat on 3 January 2020.
1 out of 5 stars
Fake tracking number, no communication. AVOID AVOID AVOID. Amazon, you really need to step in here - I expect better from you also. The alarm bells should alrea… Read More
By Marcus on 31 December 2019.
1 out of 5 stars
Item never arrived. Numerous messages sent over the past 4 weeks, with zero replies received. Unable to obtain a refund because Amazon refuses to help. Avoid th… Read More
By JJ Mack on 17 December 2019.
1 out of 5 stars
Package did not arrive, no response from the seller.
By Joshua Ross on 17 December 2019.
Stopped reading there.
Amazon's customer service is second to none having used them heavily for over a decade on thousands of deliveries through Prime. Marketplace is not the same thing and has it's own risks. You should really avoid them at all costs.
While I accept they're still bound to provide support in this case, the hyperbole of your posts implies it's across Amazon's own products and service. This is not the case.
Suggest you go through the A-to-Z guarentee refund process if you haven't already. Expect to wait while they investigate and get both sides of the story. Don't expect the same expedited treatment as Amazon Prime.