Amazon India — Horrible experience /

Address:	Mumbai City, Maharashtra, 421202
Website:	www.amazon.in

AMAZON AGREE WRONG DOING BUT NOT DOING ABOUT IT

11:28 AM IST Prudhvi Krishna(Amazon): Hello Sachin, my name is Prudhvi Krishna. I'll certainly try to help regarding your concern.
11:28 AM IST Sachin: there is no such help provided
is my complain open ???
11:29 AM IST Prudhvi Krishna: Ambrane P[protected]mAH Power Bank (White-Blue)
Is this the item you are referring ?
11:29 AM IST Sachin: yes
11:30 AM IST Prudhvi Krishna: Just to confirm, are you referring to refund for this order ?
11:30 AM IST Sachin: did i asked for the refund
and my question here is whats the status of my complain
?????
11:32 AM IST Prudhvi Krishna: I am sorry for the confusion.
I can see that you have talked with our Manager about the wrong escalation process and our manager has promised that a proper actions would be taken against the people who are involved with it.
11:33 AM IST Sachin: dear prudhvi you are NOT answering my question asked pricisely
did i asked for the refund
and my question here is whats the status of my complain
?????
11:33 AM IST Prudhvi Krishna: Sachin, that is the only complaint I can see with your conversation.
May I know precisely what complaint you are referring to ?
11:34 AM IST Sachin: what is the complain that is opened ???
there are about 20 complain on the matter
whats the status
????

and did i asked for a refund
11:35 AM IST Prudhvi Krishna: I am sorry about the word Refund. I was in a anticipation that your query was about the refund.

11:35 AM IST Sachin: it is part of complain
11:36 AM IST Sachin: still you are not clarifying
did i asked for the refund
and my question here is whats the status of my complain
?????
11:36 AM IST Prudhvi Krishna: I can see that our higher management has raised Coaching feedbacks and your complaints on all the previous Leads and Agents whom you had conversation with and I am sure, they would be coached seriously to not to repeat any such in future.
11:36 AM IST Sachin: how many times
???
11:37 AM IST Sachin: starting with selvin chinappa,
11:38 AM IST Sachin: and still ramesh the cs manager disconnected the call while in comunication
how many e mails of mine do u have
11:39 AM IST Sachin: pls clarify did i asked for refund
11:40 AM IST Sachin: are we chatting in thin air
11:41 AM IST Prudhvi Krishna: Sachin, I can understand your concern, I would feel the same if I were in your place.

I can see that your issues has been handled by our higher authorities and have given you the best possible resolution in this case. Also, as said, all your complaints and feedbacks were taken and I am sure, our management would definitely coach all the people who are involved.
11:41 AM IST Sachin: you are not answering my question
1st is did i asked for refund
11:42 AM IST Sachin: an 79 yrear old man was made to suffer becos of the delevery blunder
11:42 AM IST Prudhvi Krishna: I am sorry about the word Refund. Please forgive me. I would never use that word again.

11:42 AM IST Sachin: then there is rudeness of 7 people repetadly
11:43 AM IST Sachin: for which the excepted mail has been sent by ledership team
stil mr rupesh doing the same blunder of disconnecting my call in the middle of comunication
be ware i am asking this to you 5th time now
11:44 AM IST Sachin: did i asked for the refund ???
11:44 AM IST Prudhvi Krishna: That's perfectly understandable Sir, we didn't expect to be happening with you.

I am sorry about the word Refund. Please forgive me. I would never use that word again.
11:44 AM IST Sachin: still u are not answering
11:45 AM IST Sachin: did i asked for the refund withamazon for the order
yes or no
11:45 AM IST Prudhvi Krishna: No.
11:45 AM IST Sachin: so why was it inisiated
???
did the order came on time ???
11:46 AM IST Sachin: was amazon team rude with me
for which the mails have sent
is complain about all above mater open or closed ???
11:47 AM IST Prudhvi Krishna: Sir, as per our policy, the replacement can only be provided once for an order. Since the replacement didn't reach you as expected, the only option would be refund for the order.
Your complaint is open and our manger is taking serious actions with all the leads and agents whom you had conversation with.
11:48 AM IST Sachin: dear prudhvi i have recived the replacement
so why is the refund inisiated
11:49 AM IST Sachin: what hapened to mail sent by cinnapaaa
he hasent comunicated with me
11:50 AM IST Sachin: ???
11:51 AM IST Prudhvi Krishna: There seems to be a wrong tracking update by GATI at our end saying that the item is returning to seller and we had to initiate the refund.
11:51 AM IST Sachin: whose mistake is it
was the order on time ???
11:52 AM IST Prudhvi Krishna: I completely understand agree with you, its our mistake and yes I am sorry that the order didn't reach on time.
11:53 AM IST Sachin: Hello Sachin,

Thank you for taking your time to speak with me today.

I tried calling you on [protected] at 03:15 PM but didn't receive a response. Hence, I'm writing this email for your reference.

I've checked your interaction with our Customer Service team and have passed on your feedback to their management to identify coaching opportunities and take corrective actions.I'm using this opportunity to provide training and feedback in hopes of avoiding this type of incorrect service in the future.

I look forward to helping you with this, and believe it would be easiest if we could speak on the phone. Please reply to this email with a convenient time and phone number and I'll reach out to you. I am available in the office between 08:00 AM to 05:00 PM

I look forward to hearing back from you. Alternatively, if you would prefer to correspond by e-mail, you can simply reply to this message.

Please use the survey below to tell us about your experience today.

Warmest regards,
Selvin

this is the mail sent by selvin on 2/2 after listing to calls
11:55 AM IST Sachin: then there is a similar copy aste mail sent by cinnappa
11:56 AM IST Sachin: then there is same copy paste mail sent by rupesh who disconnected the ongoing call
do you have records of same ???
11:57 AM IST Prudhvi Krishna: Yes sir, I can see all of this conversation at my end.

11:57 AM IST Sachin: so
so how many time it has repeated
11:59 AM IST Prudhvi Krishna: Sir, as told by our manager in the e-mail about the coachings to the previous agents would definitely be given for sure. There would definitely be serious actions taken against them.
12:00 PM IST Sachin: no action was taken thats whay it repeted first time second time third time
and it continued till 7 th time
kindly tell me the complain number on which the complain is open
12:01 PM IST Sachin: who has created the case
12:01 PM IST Prudhvi Krishna: The order ID is the complaint number. All the recordings, escalations and coachings would be saved under this order Id.

12:01 PM IST Sachin: i dont care of cochin
12:01 PM IST Prudhvi Krishna: The Manager who has interacted with you would be taking care of it.
12:01 PM IST Sachin: as i do not belive in amazon feed back and cochin
12:01 PM IST Prudhvi Krishna: Order No:[protected]
12:02 PM IST Sachin: as it has repeted for 7 times
12:02 PM IST Prudhvi Krishna: This is the order number.
12:02 PM IST Sachin: is this a complain number ????? as asking specificly
and who has taken the complain
12:02 PM IST Prudhvi Krishna: Yes Sir. The order number serves as Complaint number.
12:03 PM IST Sachin: ???
12:04 PM IST Prudhvi Krishna: Sir, every level has their own higher managers and when you had talked with our manager, I can see that he went through each and every conversation of yours. The Manager has taken this complaint against the courier services for not delivering the item to you on time and for providing the wrong tracking update and on the Leads and agent who has been rude to you.
12:05 PM IST Sachin: who is the manager
and if this has all happend whay mr rupesh has dissconected my call while in comunication
12:06 PM IST Sachin: ??
12:08 PM IST Prudhvi Krishna: After explaining you all the possible outcomes and all the feedbacks about the previous agents behaviour and the compensation was offered to you for Rs. 500 and since you are not happy with this compensation and there is nothing he can do more to assist you with, he had to disconnect the call.
12:09 PM IST Sachin: so for all this rudeness that u except he did one more rudeness
is that justifying the compensation after the repeted blunder
12:10 PM IST Sachin: so did is close the case after disconnecting the call
12:11 PM IST Prudhvi Krishna: Sir, I understand how disappointed you are with our services, also we are also humans at the end of day and humans tend to do some mistakes and the best way is to not to repeat those mistakes.
I understand there has been a lot of hassle with your order, so to provide you the best possible outcome, we have provided all the possible outcomes and that is the max we can offer.
I am not at all being rude to you explaining it.
12:12 PM IST Prudhvi Krishna: I just want to let you know that we have come to max possible to provide you the solution.
And if you aren't still happy with it, there isn't nothing we can do and our manager had to disconnect the call.
12:12 PM IST Sachin: my question is not answered
12:13 PM IST Sachin: did he close the case after disconnecting the call
so you except that the blunder is done
12:14 PM IST Sachin: ??
12:14 PM IST Prudhvi Krishna: The case is still being handled by our manager and isn't closed.
We don't expect the blunders every time, however there would be some uncertain situations wherein such situations occur.
We do our best to resolve any such issues and also to not to repeat any such in future.
12:15 PM IST Sachin: but it repeted 7 times
and same copy paste exzat mail was sent to me
he also promised me connection on monday which is justified by the mail sent
12:16 PM IST Sachin: what happened to that
12:16 PM IST Prudhvi Krishna: That's very unfortunate that it has repeated 7 times with you only, we had definitely taken this feedback and working on it to not to repeat any such.

12:16 PM IST Sachin: feed back is not helping the old person of 79 years
12:17 PM IST Sachin: and definatly not when such repeted blunders are been done
12:17 PM IST Prudhvi Krishna: As said, already the maximum output for this case has been explained to you.
Please treat this one time issue as an exception and go ahead and place a new order. Check for your self if it is being repeated. We will definitely do a follow up with your order and will make sure that there would be no such issues.
12:18 PM IST Prudhvi Krishna: If in case you aren't still happy with our order, you may discontinue using our services.
12:18 PM IST Sachin: he also promised me connection on monday which is justified by the mail sent whats happeng to this ???
12:19 PM IST Prudhvi Krishna: If you could explain me what you are still expecting out of this case, I can contact him from my end and will explain him about your issue and will arrange a call back and if its in our limitations and if its beyond our limitations I am afraid, there would be nothing can be done.
12:20 PM IST Sachin: whats the limitation of rudeness
12:21 PM IST Prudhvi Krishna: Sir, with all due respect, we have provided you the best possible resolution in this case. Your valuable feedback about the rudeness of previous agents and lead teams has been taken and actions will be taken against them accordingly. Also, to compensate with it, they have offered you Rs. 500 as compensation.
12:21 PM IST Sachin: once twice thrice
12:22 PM IST Sachin: dear prudhvi u said you undusand what has gone throgh
as a person who undustand the blunder is that componsation fulfing
for 79 year old person who has been made waited for the order
12:23 PM IST Sachin: then all blunders and on top of it rudeness not once twice but 7 times
12:23 PM IST Prudhvi Krishna: Sir, what's done is gone, we will definitely make sure that you are not going to get treated in the same manner in future. Please leave it to us about the rudeness and behavior, we will take care of it. You can go ahead and place a new order to test it. We would be happy to serve you with your future ordres.
12:25 PM IST Sachin: done is gone
reallly
12:26 PM IST Sachin: thats what amazon as a company is
12:26 PM IST Prudhvi Krishna: I have asked to leave it with us, so that we can take care of it.
12:26 PM IST Sachin: what to leave it with you ???
12:27 PM IST Sachin: jeff bezos will be delited wiith such a service wont he ???
12:27 PM IST Prudhvi Krishna: The case which was filed on the previous agents and Leads about the Rude behavior and the inappropriate action of Courier Services. We will take care of this.
12:28 PM IST Sachin: thats your internal matter become of which I the 79 year person has s monetory, helth related and mental unstability
12:29 PM IST Sachin: andd suffered
suffered
12:30 PM IST Sachin: is this the way amazon treat the elderly
12:30 PM IST Prudhvi Krishna: I perfectly understand your feelings Sir. I definitely don't want this to be happening with you. Please accept my sincerest apologies for all of this hassle. Please allow us one more chance, we will definitely provide the best outcomes for your next orders and would not repeat any such with your future orders.
12:31 PM IST Sachin: so compensate him appropriately giving you the chance
12:31 PM IST Prudhvi Krishna: As said by my Manager, the maximum we can provide you as compensation would be Rs. 500. If you wish I will get it done for you.
12:32 PM IST Sachin: no definaly thats not the componsation after all this blunder that you except
really
12:33 PM IST Sachin: sry to be personal but what would be yor state of mind if that happens to your grandfather
12:34 PM IST Prudhvi Krishna: Sir, you don't have to be sorry with me, I can definitely understand your feelings being a Grand son to my GrandFather, however, this is a work place and we need to work as per the policy.
12:35 PM IST Prudhvi Krishna: We are not allowed the above maximum compensation for any case as per the policy and we are bound to work as per it.
12:35 PM IST Sachin: rudness and blunders in order are they the part of the policy\
12:36 PM IST Prudhvi Krishna: They are never a part of our policy, as said, the actions would definitely be taken care by the manager on the previous agents and leads who has been rude to you.

12:37 PM IST Sachin: well if thats not in policy it still happened and if policy has been compromised then a person who has suffered has to be componsated accordingly
12:38 PM IST Sachin: not to mention when mr rupesh disconnected call he was on speaker phone
12:39 PM IST Prudhvi Krishna: Sir, please tell me if you are okay with the offered compensation.
12:39 PM IST Sachin: no
12:39 PM IST Prudhvi Krishna: One of our aims is to provide a convenient and efficient service and I realise that we have not met that standard in this case. Please accept our apologies.
12:39 PM IST Sachin: and the case must not be closed
cannot accept it
12:40 PM IST Prudhvi Krishna: Sure sir. The case will not be closed until the people involved in it are taken the appropriate actions.
Please let me know if there is anything else that I can assist you with.
12:41 PM IST Sachin: well as said before this catt was to sent the mail of what we have spoken so related person are ACQUNTED THAT THERE IS WRONG DONE FROM AMAZON
and they donot respect the elderly
12:42 PM IST Prudhvi Krishna: You want me to send this chat conversation to the managers so that they can review it. Am I correct ?
12:43 PM IST Sachin: yes and a mail to me as well
12:43 PM IST Prudhvi Krishna: Sure. I will do that for you.
12:43 PM IST Sachin: again you havent comented on rupesh getting back to me as per e mail sent by him
12:44 PM IST Sachin: specifing monday
12:44 PM IST Prudhvi Krishna: Surely, you will get a call back from him by today, I will arrange it.
12:45 PM IST Sachin: awaiting the call and ANNOYED BY AMAZON ON HOW THEY TREAT ELDERLY PERSON
12:46 PM IST Prudhvi Krishna: I am sorry for what you have been gone through due to your order on Amazon. As said, I will contact our manager and will arrange a call back and we will definitely make sure that those kind of issues would never repeat with your future orders.
12:46 PM IST Sachin: not convinced with the experience for last 7 times
12:47 PM IST Sachin: any was havent got the mail of chatt
12:47 PM IST Prudhvi Krishna: The e-mail would be sent to you once our chat ends.
12:47 PM IST Sachin: so now you want to end the chatt
pls do
12:48 PM IST Sachin: but review yourself on the case
12:48 PM IST Prudhvi Krishna: Sure sir. please let me know if there is anything else I can assist you with apart from this case.
12:48 PM IST Sachin: really
12:49 PM IST Sachin: any ways pls close the chatt and send the e mail
12:49 PM IST Prudhvi Krishna:
Thank you for contacting Amazon. We hope to see you again soon.
Please do click the 'END CHAT' button on the top right to end this cha