[johnnyboiog88]

Hello all, it is me again 

I am here to just share my experience today with Amazon UK. My friend bought a CPU from Amazon.co.uk within a big order, and wanted to MEB the CPU. The CPU box was actually already opened and damaged, considering it was "brand new" this was quite a surprise and did not expect it.
At first he was offered a replacement, he asked for a refund instead and they informed him they will have to look into it and get back to him. 24 hours later he gets an email, refund request denied.

I tell him to keep on at Amazon but he was not that interested and he decided to try and send back the box and then just say something along the lines of "I sent what I received, you have picture proof of the empty item when it arrived as I got in touch about it and sent you evidence of the damage and empty box, I want my refund"; this kind of goes nowhere, which is where I come in today. I ask him to share his account details with me and I get in touch with Amazon over the phone and pretend I am my friend.

I explain the situation to the CS rep, essentially to put it briefly (as stated above), received empty box, complained, sent box back to get a refund.
I get passed to a different department after being on hold for about 5 minutes where I am speaking to a "manager" apparently.  He tells me there is already an investigation, opened today, as to why the Intel box arrived empty to my friends address, I challenge this as I said this was/should have been done weeks ago when it arrived and the original complaint was lodged, he just kept repeating the same thing. I explain that I sent proof of empty box and that I am simply returning what I received for a refund, he tells me that picture proof of empty box (which I was asked for at the time) is not sufficient as:

"anyone can take it out of the box and then take a picture of it" <- that is a quote.

I was quite surprised at just the upfrontness of this Manager, I simply explain that I am confused as to why the investigation of their delivery is taking place weeks after it happened, he keeps saying the same thing.
I am taken aback at the arrogance of this CS rep as he is being very rude and because I dont understand why they are doing what they say they are doing (the internal investigation, almost 3 weeks after delivery and original complaint) I stumble slightly over my words, he then says:

"Sir, I cannot understand you, you keep stuttering please speak properly and clearly or I cannot help you. Can you not speak properly?" <- again, another quote.

This was a big surprise as I was not expecting a CS manager to be this blatantly rude. I challenge him on a few more points; I ask him the point of the investigation, why are they investigating it over 2-3 weeks after I already brought this up. He then asks me why I am asking him details about what is happening and he says "If you are not guilty of anything why are you asking me about this".

I took his name but I do not really know what to do with this.

My friend got an email from ofm about an hour later saying refund denied due to them receiving an empty box, I am now disputing that and hopeful it will pass as my friend has a 100% legit aged amazon account.

I just wanted to rant about the incredibly arrogant/rude CS manager I dealt with today.

[mothered]

The arrogance and stupidity of Amazon's reps and managerial staff, Is becoming a commonality, even with the most simplistic of claims.

It makes you wonder why they've been employed In the customer service department/management team.

[johnnyboiog88]

The arrogance and stupidity of Amazon's reps and managerial staff, Is becoming a commonality, even with the most simplistic of claims.

It makes you wonder why they've been employed In the customer service department/management team.

I agree, recently it seems to have been more often than not you get put through to someone who is clueless. I just couldn't believe how ridiculous this manager was, really is a first to deal with someone so brazen when getting in touch with customer service.

[mothered]

I agree, recently it seems to have been more often than not you get put through to someone who is clueless. I just couldn't believe how ridiculous this manager was, really is a first to deal with someone so brazen when getting in touch with customer service.

Agreed.

You'd think that someone from a senior level who's In the managerial sector, would handle the matter In a professional manner. As SE'ers, we need to be one step ahead of their stupidity and lack of compliance.

[Quitelargegenitalman]

I agree, recently it seems to have been more often than not you get put through to someone who is clueless. I just couldn't believe how ridiculous this manager was, really is a first to deal with someone so brazen when getting in touch with customer service.

Agreed.

You'd think that someone from a senior level who's In the managerial sector, would handle the matter In a professional manner. As SE'ers, we need to be one step ahead of their stupidity and lack of compliance.

RIP Amazon, their customer service has been getting bad lately. I don't know if its relating to cracking down on refunds or what.

[mothered]

RIP Amazon, their customer service has been getting bad lately. I don't know if its relating to cracking down on refunds or what.

Their claims management has significantly tightened as of late.

As such, they may have some Idea of what's going on with refund/replacement manipulation.

[Seeeeee]

I've found that Amazon CA support reps are far kinder in tone than ones from USA, however, it's offset by the fact that the CA reps appear to be far more aware of SE methods and attempts.

[ShubhamS11]

From your inputs it seems to me like you are being connected to the CAP(Concession Abuse Prevention) Team somehow.
If what is suspect is true, those particular REPs will never process your claim they are used to in dealing with rude & abusive customers & also preventing concessions abuse as their department/team title says
And if you disconnect & reconnect in hopes that some other Rep will process your claim, that is unlikely to happen because when you reconnect you will be connected to Level 1 or Level 2 Rep most probably & they will be able to see your case was previously denied by CAP team, thats where they will respond saying there's a dedicated/senior/special team for this & you will be connected to them shortly; but its those CAP guys you will be transferred to. Its a dead end imo.
^This is based on my personal experience. You may keep trying but each time your case if being transferred to the CAP Team, outcome is doomed to remain unchanged.

[Defeat]

From your inputs it seems to me like you are being connected to the CAP(Concession Abuse Prevention) Team somehow.
If what is suspect is true, those particular REPs will never process your claim they are used to in dealing with rude & abusive customers & also preventing concessions abuse as their department/team title says
And if you disconnect & reconnect in hopes that some other Rep will process your claim, that is unlikely to happen because when you reconnect you will be connected to Level 1 or Level 2 Rep most probably & they will be able to see your case was previously denied by CAP team, thats where they will respond saying there's a dedicated/senior/special team for this & you will be connected to them shortly; but its those CAP guys you will be transferred to. Its a dead end imo.
^This is based on my personal experience. You may keep trying but each time your case if being transferred to the CAP Team, outcome is doomed to remain unchanged.

Interesting. Is this team new? I've noticed there's been some new types of account specialists myself. Also where do they email from?

Reminds me of the one PlayStation rep I had. The guy went on and on about an investigation and I asked for notes from it or a copy of it and he went off the rails lol.

[mothered]

I've found that Amazon CA support reps are far kinder in tone than ones from USA, however, it's offset by the fact that the CA reps appear to be far more aware of SE methods and attempts.

Given they're somewhat aware of social engineering manipulation, you'd think they'd be rude and abrupt.