Review Amazon issues EDIT: Resolved

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alekhkhanna

Innovator
Hey guys,

Got an email from Amazon:

cis@amazon.com <cis@amazon.com> Wed, Mar 6, 2013 at 6:30 PM
Reply-To: "cis@amazon.com" <cis@amazon.com>
To: "alekhkhanna@gmail.com" <alekhkhanna@gmail.com>
Hello,

We're writing to apologize for the number of problems you've experienced with your shipments. Your correspondence with us indicates you've required refunds on a majority of orders for a number of reasons.

Through the normal course of business, the occasional problem is inevitable. However, you seem to have had an unusually high rate of problems in your account history.

When unusual account activity such as this comes to our attention, we'll evaluate each account on a case-by-case basis to determine if additional action is necessary, including closing the account. We’d prefer to work with you to avoid that inconvenience, as we do value your business.

You can view our Conditions of Use here:

http://www.amazon.com/gp/help/custom...?nodeId=508088

If you have any questions regarding your account in the future, please write to us directly at cis@amazon.com.

Thank you for your cooperation.

Best regards,

Account Specialist.
Amazon.com
Click to expand...

This is what I replied:

Hi,
Firstly, you're welcome to close my account if you believe there's some "unusual" activity in there. I can always shift my purchases to businesses who would not threaten me for the same.
Secondly, if you actually are an "Account Specialist", you would have noticed that ALL the refunds are for import fee deposits. When I accept the Amazon shipment from the designated carrier, which in most cases is Aramex, I ALWAYS clarify with them about the customs/imports. Heck, most of the times I call up the local Aramex Head Office to check whether any duty/customs/imports was charged or not. If none was charged, then I ask the Amazon CSAs for a refund of my import deposit. I don't want to wait for 60 days for my refund to be processed (which, since no customs were charged, is actually my money simply lying with Amazon).
What I really cannot believe is a huge internet-based company like Amazon takes 60 days to verify whether customs were charged or not. It's absolutely ridiculous.
Infact, Amazon US is the only store pre-charging me import deposits. None of the other online retailers do it. Heck, Amazon UK does't do it.
Why not just let the customer bear the import deposit, whatever that be ? 2 times (pretty recently), I actually had to pay customs to Aramex even though the same was pre-charged from me by Amazon. And when I ask for refunds, I get an email basically telling me I'm stealing from Amazon ?
Click to expand...

Anybody been in this soup before ? Apparently asking for my own money is not legal anymore !
 
Follow-up from Amazon:

Amazon.com Customer Service*<cis@amazon.com>

Thu, Mar 7, 2013 at 11:14 AM

Reply-To: "cis+AMWI29T7A2WOZ@amazon.com" <cis+AMWI29T7A2WOZ@amazon.com>
To: "alekhkhanna@gmail.com" <alekhkhanna@gmail.com>

Hello,

We're concerned about the activity on your account and want to do all that we can to avoid the inconvenience you experience with your purchases from Amazon.com.

We contacted you so we could better understand the activity on your account and learn how to improve your shopping experience.

We appreciate your understanding, and hope to see you again soon.

Best regards,

Account Specialist
Amazon.com
Click to expand...


Replied on the same:

Well, if you're honestly concerned about me having a better purchasing experience over Amazon, start with stopping import deposit pre-charges. Let the customers pay whatever the customs demand in their country. Not only is it easier on my pocket (i.e. I'm paying Amazon exactly the price of the product and the shipping charges), but it maintains transparency between the buyer and the seller.
Heck, I'm ordering less now because a 100$ order turns into a 130$ one just because of the import fee deposit. So not only I'm paying 30$ extra, I don't have a clue IF and WHEN I'm getting them back. If no pre-charge on import fee is made, I would have actually spent those 30$ on buying something from Amazon. But I think Amazon is not bothered about it since both ways the money ends in Amazon's account.
I've been buying from Amazon since mid 2011 and the experience had been great until the ridiculous import fee was introduced. Since then, I literally have to fight with your CSAs after every order is delivered to get my import deposit back (if not being charged customs). And as I stated in my previous email, I don't want to wait 60 days for Amazon to verify about the custom charges.Honestly, I don't think a company like Amazon, who is processing thousands (or God knows, millions) of orders per day, needs 60 days to check back about import fees, specially when you've partnered with specific carriers.*
Just sit back and think for a moment how frustrating it is as a customer to plonk out 10$-60$ extra everytime an order is placed, and then wait for 60 days to know whether and how much you're getting back. If I place 5 orders in those 60 days, that's anywhere between 50$ to 300$ on my money lying with Amazon on no grounds whatsoever ! It's absolutely insane.*
I hope (though doubtfully) that my words will have some positive impact.
Click to expand...
 
I have read other posts too regarding Amazon's account review process in case you raise multiple refund requests or return a lot of items etc. If you look at it from their side, they will need to remove accounts which are abusing the system. Anyway your cases for refund requests are genuine, I agree but I am sure there are many who try to abuse Amazon's good customer service and get a refund.

Regarding Amazon's import fee deposit, personally I prefer it. From your other threads you seem to be importing books and bluray disks etc which seem to avoid customs, but when you order electronics and similar items 90% of the time you are charged the duty and knowing Indian customs I would definitely go for Amazon's current system. There will be many situations when the customs officer re-evaluates the item value and you'd have to pay very high duty.
 
varkey said:
I have read other posts too regarding Amazon's account review process in case you raise multiple refund requests or return a lot of items etc. If you look at it from their side, they will need to remove accounts which are abusing the system. Anyway your cases for refund requests are genuine, I agree but I am sure there are many who try to abuse Amazon's good customer service and get a refund.

Regarding Amazon's import fee deposit, personally I prefer it. From your other threads you seem to be importing books and bluray disks etc which seem to avoid customs, but when you order electronics and similar items 90% of the time you are charged the duty and knowing Indian customs I would definitely go for Amazon's current system. There will be many situations when the customs officer re-evaluates the item value and you'd have to pay very high duty.
Click to expand...
I agree they need to go after those who abuse their customer service, but I would think that an Account Specialist should actually know WHY the refund took place before sending an email to the customer. If I'm returning too many products (none so far) or asking refunds on damaged goods or by saying the shipment hasn't reached me (when it has), then it's fine. But in this condition, all the refunds are for import deposits, specifically in cases where none was charged.
Maybe a better option would be to give the customers an option as to whether they want to prepay import fees or not.
Also, recently they have started charging import fee on books. IIRC, there is no customs on books in India !

Edit: Having a similar discussion on blu-ray forums and one of the members stated that he hasn't got any refund on his import fee deposit from AMZ last year, even for shipments when none was charged !
 
There's a good chance the first message was sent by a bot. You should raise this issue in a live chat to get a proper reply.
 
Things took a surprising turn !

Amazon.com Customer Service <cs-reply@amazon.com> Thu, Mar 7, 2013 at 11:37 PM
Reply-To: "cs-reply+XXXX
To: "alekhkhanna@gmail.com" <alekhkhanna@gmail.com>

Your Account
Message From Customer Service
Hello,

I'm sorry for the inconvenience you had with the import deposit fee.

I've requested a refund of $30.00 for the shipment to your original payment method. This refund will appear as a credit on your account in the next 2-3 business days.

Once processed, you'll be able to see the refund here:

https://www.amazon.com/gp/css/summary/edit.html?orderID=XXXXXXXXXX

One of our aims at Amazon.com is to provide a convenient and efficient service; in this case, we haven't met that standard. I completely understand your disappointment. That's definitely not what we want our customers to experience. I hope you'll give us another chance in the future.

Again, we are very sorry for any inconvenience you have experienced. We always value your business and hope to see you again soon at Amazon.com.

Best regards,
Rajesh M.
Click to expand...


Couldn't really reply much:

Hi,
To begin with, thank you ! I never expected this.
Honestly, getting a goodwill refund (I never knew such a thing existed !) was never my intention. I agree you're bound by company policies, but I would request you to pass on all our email communications to the appropriate department so that a logical alternative to the import fee deposit is made. I would suggest making it optional i.e. let the buyer chose whether he/she would like to opt for it or not. This will tread a fair ground wherein nobody is forced upon the pre-charge.
Once again, thanks for the gesture.

Regards,
Alekh.
Click to expand...
 
Excellent! Amazon is reknown for their exceptional customer service - I recall we had a thread here in the forums. Anyways, looks like that 30$ credit can net you a couple of blu-rays yeah? :P

Btw, looks like that response has come from one Indian dude. :P
 
Gannu said:
Excellent! Amazon is reknown for their exceptional customer service - I recall we had a thread here in the forums. Anyways, looks like that 30$ credit can net you a couple of blu-rays yeah? :P

Btw, looks like that response has come from one Indian dude. :P
Click to expand...
I wonder how did they decide on the 30$ figure ? Maybe from the email I sent earlier quoting an example of 100$ vs 130$ (30$ as import). Should've written 50$ or something. :P
And yeah, that was the first thing I noticed. Normally the Indian CSAs on Amazon are not the most helpful of the lot, but this was surprising !

Blu-rays, hmmm, going slow brah. Spending too much. This month it's just gonna be 4-5. :|

- - - Updated - - -

And this was followed up with a couple of more emails.

Firstly I get this:

Amazon.com Customer Service <cs-reply@amazon.com> Fri, Mar 8, 2013 at 2:01 PM
Reply-To: "cs-replyXXXXXXX@amazon.com" <cs-replyXXXXXXX@amazon.com>
To: "alekhkhanna@gmail.com" <alekhkhanna@gmail.com>

Your Account Amazon.com
Message From Customer Service
Hello,

Thanks for sending your suggestion about providing a feature to make the import fee selection optional for an order, on our website.

I've forwarded your comments to the appropriate team to consider it as we plan our future improvements. I'm positive that your suggestion will be taken account and changes would be made soon.

Customer feedback like yours really helps us continue to improve our store and provide better service to our customers.

Further, regarding the promotional certificate I'd request you to please keep it as a goodwill gesture our side.

We'd would like to thank you for your ongoing support and continual purchasing throughout the years. Your purchase history is outstanding and I would personally like to keep your patronage. You are certainly the type of customer that we would like to retain.

As a representative of Amazon.com, I want to assure you that we value our customers' trust above all else--it's the foundation on which our company was built.

It is our privilege to have you as our valued customer & would like to thank you for your continued support.

We appreciate your business with us and look forward to a very warm and fruitful association with you.

Thanks again for taking time to send us this information.

Best regards,
Madhur B
Click to expand...

So I was happy thinking the import fee problem with my account has been resolved when I get another message:

Amazon.com <cis@amazon.com> Fri, Mar 8, 2013 at 2:15 PM
Reply-To: "cis+XXXXXXXX@amazon.com" <cis+XXXXXXXX@amazon.com>
To: "alekhkhanna@gmail.com" <alekhkhanna@gmail.com>
Hello,

Your account remains open and available for your use. Further problems will be evaluated on a case-by-case basis to determine if additional action is necessary.

We contacted you so we could better understand the activity on your account and learn how to improve your shopping experience.

We appreciate your understanding, and hope to see you again soon.

Best regards,

Account Specialist
Amazon.com
Click to expand...

Again it has gone back to a case by case evaluation (which indirectly means I am not getting my import refunded anymore !). :confused1:
 
The last mail seems more like a template reply -- kind of replies people give while closing a ticket. Clarify things by giving them a call.
 
pratikb said:
Alekh,
What came out of your discussion with amazon.
Did you call them?
Click to expand...
Got this:

Amazon.com Customer Service <cis@amazon.com> Sat, Mar 9, 2013 at 4:14 AM
Reply-To: "cis+XXXXXXXX@amazon.com" <cis+XXXXXXXXX@amazon.com>
To: "alekhkhanna@gmail.com" <alekhkhanna@gmail.com>
Hello,

I have reviewed our previous correspondence with you, and I offer my sincere apologies for any misunderstandings thus far.

Your account will remain open and is not at risk of being closed at this time.

Again, I apologize for any alarm caused by our previous message. We hope to see you again soon.

Best regards,

Account Specialist
Amazon.com
Click to expand...
 
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