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Ideas for dealing with frustrating emails from online customer services

Marianne72

Urggh, another frustrating round with Amazon over breach of copyright Grimacing.

This is the usual 'customer service' trail. I'm sure most of you will have experienced it:  sending you in circles around various departments, each time a different person and new reference number. You reply that you don't use the telephone, then get a long email saying how they understand, ending 'hope you have a wonderful day' and suggesting you 'call our team on...

I find counting to 10 or even 100 doesn't work after several such encounters in a week. Any ideas for dealing with this frustration? Weary

  • in reply to Iain

    I don't trust the legal process having lost 3 cases - two small claims and an extensive, traumatic employment tribunal. I'm thankful for your idea could potentially lose far more than my book would sell in the market place. 

  • in reply to TheCatWoman
    TheCatWoman said:
    I think these customer [dis]service lines of contact exist in the hope you get so frustrated you go away

    I so agree!! Dis-service indeed. And I agree, it often seems like deliberate buck-passing.

    TheCatWoman said:
    asking to speak to the supervisor or manager

    Yes, I tried that today. She sent me a direct email link which I've just sent ff.

  • I can't say I ever have, amazon is one of the few websites I find easy to deal with, but then I buy so little online and don't have any copyrights to breach.

    I find trying to contact anyone these days a frustrating process, it took me a year to sort out a bill from our energy supplier, I think these customer [dis]service lines of contact exist in the hope you get so frustrated you go away.

    Could you try contacting the consumer pages of a newspaper or BBC Watchdog? I think they give the name of the CEO and some contact details when you goggle them, so maybe go straight to the top? I find when I phone to complain about something, asking to speak to the supervisor or manager when the person on the end of the phone dosen't know what to do can help, either that or they freak out. 

  • Marianne72 said:
    Urggh, another frustrating round with Amazon over breach of copyright

    If it is clear cut and they are in the wrong then I would get a lawyer on the case of the no-win-no-fee basis.

    This should result in a much faster resolution plus the opportunity of a small payout as well so long as they are in the wrong.

    Make sure the lawyer uses the disability access angle as grounds to highlight that they have not given you a reasonable chance to sort this out before it went to legal stage - including using the email with the paradox of contact that you refer to.

    That would be my approach.