Amazon — False commitment by Customer Service Personnel

Address:

New Delhi, Delhi, 110001

Date 2/3/2015

Entire details available in the chat history shown below...

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Chat
End ChatSound
You are now connected to Gowtham from Amazon.in
Me:My Reference is[protected]...
Today I received the Consignment."Nikon Coolpix A10 Point and Shoot Digital Camera (Red) with 8GB Memory Card and Camera Case". But the case for camera was not available in the Consignment, kindly arrange to send it ...
Gowtham:Hello, my name is Gowtham. I'll certainly try to help regarding your concern.
Me:Hi Gowtham... U got my issue???
Gowtham:According to you, the camera case is missing from the product. Am I right?
Me:Correct
Rest all other things were their... Only the camera case was left
were there to b precise
Gowtham:May I place you on hold for two minutes while I research this for you?
Me:k..
Gowtham:Thanks for your patience.
Currently it is not possible to send the missing item separately. Because, we will not be having separate inventory for parts.
But we have an alternate solution.
You can place a new order for the case cover within Rs.300.00 and you can reply back to us once the order has been delivered. So that we will initiate the refund for the product cost.
Me:It was not my fault... I hasd placed the order for all these items and made the payment...
Gowtham:Does this work for you?
Yes, the fault is from the Amazon side.
Me:can u arrange to sent a case...
Gowtham:We take completely responsibility for the product and amount.
You can place a new order for the case cover within Rs.300.00 and you can reply back to us once the order has been delivered. So that we will initiate the refund for the product cost.
Me:k then send a case.. that's it...
c.. y r u making this a confusing loop... u can very well send a case for said camera...
Gowtham:Let me explain. If I have an option to send you an replacement product for the missing item means, it will be done by me in the first instance. But we don't have separate inventory for parts. In this case. So it is not possible to send the missing item separately. I hope that you understand our limitation. Instead you can place a new order for the pouch within Rs.300.00 and and you can reply back to us once the order has been delivered. So that we will initiate the refund for the product cost completely.
Am I clear?
Me:Sorry .. it's again a confusing process...
As you had taken the responsibility either you refund the rate of the case (Rs. 300 ) as you specifed or send me a pouch / case for
same camera..
Gowtham:Currently we don't have any of the option which you prefer. There is only two option available. You can return the complete product for a full refund or you can place a separate order for the pouch and will be initiate the refund.
Me:this is not fair...
Gowtham:Could you please confirm your preferred option from the above mentioned options?
Me:can u escalate this to your management... i want to register this as my concern...
i hope you are concerned about yr customers..
Gowtham:Once the customer contacts us, each and every details will be forwarded to the management automatically. Could you please confirm the exact issue in placing a new order for the pouch?
I hope we are connected.
Me:c... again you r putting me into a loop... the issue is you had not provided the csae along with the shipment... u can sent me another pouch... simple... as per your version.. i am supposed to book another purchase.. and then to contact you (a very cumbersome and unfriendly affair) to get my refund... how confusing loop... u may kindly sent another pouch that's it...
Gowtham:Currently this option is not available. You can place a new order for the same item. Even you can place a new order right away. I'll make a note in your account regarding the refund for the pouch. So you can simply just contact us after the delivery. My colleagues will see the notes and will initiate the refund. Also I can send the chat transcript as a proof.
Me:i thing you will appreciate to find a solution out of it.. rather than dragging such a small affair into lengthy processes...
can u connect me to any senior.. or make any arrangement to talk to your senior...????
Gowtham:If you are interested in the above option means, there is only one option. You need to return the product back for refund.
Me:i want to escalate this issue / concern / complaint
Gowtham:This process is same for every industry. If the issue is transferred to my sources also, the reply will be the same.
If you are interested in the above option means, there is only one option. You need to return the product back for refund.
Me:I am asking you to escalate this to your senior...
Mr. Gowtham... as a customer i have the right to ask for an escalation of my concern...
Gowtham:Let me check.
Me:'am waiting for your reply.!!!
Gowtham:I'll transfer the chat to my supervisor.
A Customer Service Associate will be with you in a moment.
You are now connected to Sagar from Amazon.in
Sagar:Hello, my name is Sagar. A member of Amazon leadership team
Me:MR. Sagar... Kindly c the previous chat... and, y concern...
Mr. Sagar i hop[e that u will appreciate the concerns of your customer and will initiate customer friendly methodology...
Sagar:Sure, please allow me 2-3 minutes while I check this for you.
Me:Mr. Sagar r u there????
Sagar:Yes, I was looking at your contacts
Thanks for waiting so long.
Me:so what u had decided.. to help me out or to trouble me out????
Sagar:I'm sorry to learn that you received incomplete order.
Me:C how much time I have to spent on chatting to sort out this issue... i don't want to get into such cumbersome issues again and agian... that's y am requesting u to settle this issue by simple sending me a pouch .. that's it... i expect u to be more concerned..and not so rigid...
Sagar:I see our agent has provided the alternate solution to either return it for full refund, or place new order for pouch
Me:C how much time I have to spent on chatting to sort out this issue... i don't want to get into such cumbersome issues again and agian... that's y am requesting u to settle this issue by simple sending me a pouch .. that's it... i expect u to be more concerned..and not so rigid...
so your agents decides your way of action?????!!!
Sagar:We're sorry for any inconvenience. If you don't prefer to refund nor placing new order, I'll add Rs. 300 Gift card to your account.
Me:hey mr... sagar... again the same tune... y Rs. 300 Gift??? send me a pouch... ...
https://www.amazon.in/gp/cart/view.html...(see full link) this is only for Rs. 256... send me this..
i made it very clear... i want a feasible solution which is simple...
Sagar:Mr Jayasankar, I would like to inform that we rely on third party sellers for the inventory. The sellers won't sell the set separately nor we can send new order separately.
So, you may take advantage of the 3 options we provided to solve your problem
Me:Mr. Sagar... if it is so... your agent had not complied to his commitment.. ask him to resend it again...
Sagar:Unfortunately, there is no other options available. We're sorry for any inconvenience
Me:yr chat is getting hanged...
any one there???
Mr. Sagar...
This is not fair.. to leave a customer and vanish like this...
HOw u r going to solve my issue????????????!!!
Sagar:Unfortunately, there is no other options available.
You may either place new order, or return it for refund, or use the gift card to place new order
Me:I want an official apology from your side in my mail about the incomplete order...
Then only i can place a new order for a pouch and request for the refund...
Sagar:Sure, you'll receive an email from me within few minutes after we finish this chat
We're sorry for the inconvenience you experienced with this issue
Do you still have any other questions
*?
Me:I do not have any other question.. but really 'am not satisfied with amazone services...
this i will b taking up in each and every platform which i could do...
Sagar:In addition to our large selection, one of the benefits we try very hard to offer our customers is convenience. We're very sorry for the inconvenience you experienced in this case.
Me:this is the way u r offering convenience... plz do not throw away words like this Mr. Sagar...'am so sorry ...to b harsh... but i think it is deserving..
You are now reconnected with Sagar.
Sagar:Hi again! I am sorry we were disconnected. I can pick up where we left off.
Me:hatts off to Mr. Sagar and yr team for making simple things complicated.. and troubling customers like me...
Sagar:We truly value this kind of feedback, as it helps us continue to improve our store and provide better service to our customers. I'll be sure to pass your message on to the appropriate people in our company.
Me:i thingk i will b having such a long session again to get my refund after making the order...
Sagar:I proactively made a note on your account to issue full refund for the new order that fulfilled by Amazon with the order cost of atleast 300.
So you wouldn't have to bear the trouble of explaining all the issues again
Me:If you r truly passing this message to appropriate people / senior management of your company.. ' will b expecting a communication from them also...
Sagar:Our next representative will be able to look into that and help you accordingly
Me:i think we should end this conversation... even though it has been a bitter experience for me... u had put me into a loop...
expecting that what u committed would materialize... god knows...!!!
Sagar:We'll certainly make things right and help you accordingly.
Thanks for your patience.
Is there anything else I can help for you with?
Me:1 sec plz
Sagar:We're still connected
Me:as u had told i had placed a new order... orderno.[protected]
Sagar:I see the order is not fulfilled by Amazon. So, we're unable to issue refund. Instead, I'll add the order cost in the form of Amazon gift card to your account
The gift card will be added to your account after the order delivered
Me:it is fulfilled dear.. check it again...
i do not want git card.. i want refund...
Sagar:Not at all. Amazon ships the order on sellers behalf.
Me:i did not get u???
Sagar:If is Amazon fulfilled, you'll see this message "sold by seller name and fulfilled by Amazon"
http://www.amazon.in/dp/B0183VNY8M
But here it is saying Sold and fulfilled by "saco"
Me:c this order refe. Order#[protected]
Sagar:it is saying Sold and fulfilled by "saco"
Me:i not understading what u r trying to tell...
https://www.amazon.in/gp/css/summary/ed...(see full link)
i just placed this order...
Sagar:I'm referring to the same order.
You didn't place the order that fulfilled by Amazon
So refund not possible, instead we'll add gift card to your account
Me:not what is this new funda... i had booked through amazon only...
Sagar:Please have a look at this link below:
http://www.amazon.in/Saco-Multipurpose-...(see full link)
Do you see this message "Sold and fulfilled by saco"
**?
Me:c i don't know what all these things r... as u told i booked another product through amazon... as per your commitment... u should refund this ... that's all
Sagar:I'm sorry, I'm so sorry, but we can't offer any additional insight or action on this matter.
Is there anything else I can help you with?
Me:what u mean???
Sagar:It means, we're unable to fulfill your request. Please try to understand the policy
The same item is not available that fulfilled by Amazon. So, please accept gift card instead of refund. Otherwise, you may return your order back to us for full refund before the return window expires
Me:"Sagar:We're sorry for any inconvenience. If you don't prefer to refund nor placing new order, I'll add Rs. 300 Gift card to your account." this was what u told... and now.. u r thelling this is not possible..
Sagar:It is of course possible
So, can I go ahead and add the gift card balance?
Me:then i ordered it through amazon only.. y a new issue now
no gift card... balance refund...
this was what mr. goutham committed..."Gowtham:Thanks for your patience.
Currently it is not possible to send the missing item separately. Because, we will not be having separate inventory for parts.
But we have an alternate solution.
You can place a new order for the case cover within Rs.300.00 and you can reply back to us once the order has been delivered. So that we will initiate the refund for the product cost.
"
Sagar:Yes, that is possible only if you place new order that fulfilled by Amazon
But you placed the order that sold and fulfilled by third party seller
Me:Mr. Sagar 'am having full conversation details...
Sagar:That's the reason, we cannot issue refund and offering gift card instead
Me:That u have not specifed in the conversation.. i was only asked to book a new purchase...
Sagar:So, please tell whether you want to accept the gift card or return your order for full refund?
Me:this is not fair...
can u call me or give you phone number...
what u r doing is extremly against what u had committed...
Sagar:Please look at the information I provided above where I advised you to place the order that fulfilled by Amazon :
"I proactively made a note on your account to issue full refund for the new order that fulfilled by Amazon with the order cost of atleast 300"
Me:what is this fulfilled by amazon 'am not aware...
yr rep asked me to book a new order i did... now refund it.. that's it
Sagar:You'll find 2 types of items listed on our website. 1. Fulfilled by Amazon (FBA). 2. Fulfilled by a seller.
Fulfilled by Amazon means that the products are stored, packed and dispatched by Amazon.
If you see 'a fulfilled' tag besides the price of an item, that means the item is being fulfilled by Amazon.
Me:this was not explained / told by yr rep.. he asked me to book a new order i did... now plz don't topple around...
Sagar:Please look at the information I provided above where I advised you to place the order that fulfilled by Amazon : ‎2‎:‎40‎:‎09‎ ‎PM
"I proactively made a note on your account to issue full refund for the new order that fulfilled by Amazon with the order cost of atleast 300"
Me:i feel really pitty on me to waste my time with you guys... u r not trust worthy...
i dont want your mere rs. 300 gift voucher... u have it in my name... but really this is ridiculous... i want to place this as a major complaint from my side... and i expect that some senior sensible person will answer me...
Sagar:I'm sorry that you're not aware of the types of orders listed on our website. However, Amazon takes full responsibility and strive our best to offer all possible solutions
Me:this is totally ridiculous... even after this sort of acts.. u r throwing away words... Sorry mr. Sagar... i will take up this with Amazon... with all this chat history... and u keep yr 300 rs. gift card with you...
Sagar:Please be informed about the reason why we cannot issue refund to third party seller orders. Amazon Marketplace listings are created by sellers other than Amazon.in. When you buy an item at Amazon Marketplace, the individual seller processes and ships your order.
When you order from one of our Amazon Merchant the order is placed online, using the Amazon.in order form. The information necessary to fulfill your order is then transmitted to the individual seller, who will handle all details of order fulfillment and support.
Because of this, we're not able to issue refund to third party fulfilled orders.
Me:I told... u keep yr new logic with you along with Rs. 300 GV...
Soorry Mr. Sagar... i don't want to continue this caht and waste my time.. i will feel that i lost 300 Rs.. some where.. bye
Sagar:We're sorry for the inconvenience.
If you don't have any other questions, feel free to click 'end chat' button
Your chat session has been idle for 2 minutes; so, I'm closing the chat. Feel free to get in touch with us again if you have any more concerns. Thank you for contacting Amazon. We hope to see you again soon."