Technology Dedoimedo: Amazon Customer Service has become awful


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Apr 24, 2016
I've been an Amazon customer for more than 20 years. I've been publishing books with Kindle Direct Publishing (KDP) for more than a decade. I've also used Audible. Apart from having spent a significant amount of money with Amazon, I was always rather impressed with their customer service. It used to be amaz-ing [sic]. Typically, you could send a single email about your issue, and you'd get a detailed, clear reply, and things would always get resolved right away. During my Amazon Fire TV setup a few years back, I had some problems with connectivity. Support phone call, an hour spent with a customer representative, and the dude was, for the lack of a better word, a true professional. Patient, funny, knowledgeable. But all that's in the past.

In the past two or three years, more or less since the pandemic, I noticed a sharp decline in the quality of the Amazon customer services. First, they removed email for most of types of queries. It's chat or phone. The chat always starts with some pseudo-AI bot that's annoying and useless. Then you get routed to human agents who are way less helpful then they used to be. But today's topic revolves around my attempt to set up a business account, and how Amazon cost me 300 Euros in garbage second-hand used routers that were supposed to brand new devices.

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