Про аутсорсинг
Oct. 28th, 2020 04:47 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
qulevriusНе так давно, кто-то меня спрашивал, что не так с Amazon. Вот, наглядный пример - это транскрипция моей беседы с ихним customer support service, буквально полчаса назад:
04:09 PM PDT CHRISTIAN LESLIE (Amazon): Hello, my name is Christian, from Amazon Product support Expert. How can I help you today? Can I have your phone number in case our chat got disconnected.
04:09 PM PDT Me: Hi there. I’d like to know where exactly is my order, please. No need for a phone number
04:10 PM PDT CHRISTIAN LESLIE : Can you please confirm your item.
04:10 PM PDT Me: It’s a ***. Ordered on the 23rd, promised to arrive on the 25th. Today is the 28th and I cannot even track the order.
04:12 PM PDT CHRISTIAN LESLIE : I see, thank you so much for this one. Can you give me a couple of minutes>
04:13 PM PDT CHRISTIAN LESLIE : ?*
04:13 PM PDT Me: Go ahead
04:14 PM PDT CHRISTIAN LESLIE : Thank you so much!
04:16 PM PDT CHRISTIAN LESLIE : Can you please confirm me your shipping address?
04:17 PM PDT Me: ***, Fountain Valley CA ***
04:17 PM PDT CHRISTIAN LESLIE : Did you check out sight location such as behind the bushes, front porch, side porch, etc.?
04:18 PM PDT CHRISTIAN LESLIE : How about your neighbors, did you ask them if they notice your package?
04:18 PM PDT Me: The order isn’t listed as “delivered” to begin with
04:19 PM PDT CHRISTIAN LESLIE : I see, Upon checking here your item delivered on October 24, 2020 01:31:37 PM
04:19 PM PDT Me: Nope. And if the order a) had been delivered but not scanned or b) ended up at the wrong address, it’s Amazon’s DSP problem, not mine.
04:20 PM PDT CHRISTIAN LESLIE : Upon checking here your item has been delayed due to arrival at incorrect carrier facitly. However, your item will be delivered.
04:21 PM PDT CHRISTIAN LESLIE : I don't have a exact date the last update here your item has been delayed and now your item was in transit.
04:22 PM PDT Me: Once again, this is not MY problem. Amazon just made it MY problem, by promising an order on a specific date and then screwing up the shipping. Therefore, this is a clear case of a concession
04:23 PM PDT CHRISTIAN LESLIE : If that case I will process now your refund.,
04:24 PM PDT CHRISTIAN LESLIE : To your card and it will takes 3-5 business days. Would that fine for you?
04:25 PM PDT Me: Christian - if that’s really your name, since it’s obvious that English isn’t your first language - I did not ask for a refund. I said I wanted a concession. They did explain to you during the training what a “concession” is, didn’t they ?
04:26 PM PDT CHRISTIAN LESLIE : So you mean you want a credit for delayed delivery?
04:27 PM PDT Me: Yes, that’s exactly what I mean.
04:27 PM PDT CHRISTIAN LESLIE : I see, if you want I will give you a $5 promotional certificate.
04:28 PM PDT Me: Thank you. Where should I expect seeing it ?
04:28 PM PDT CHRISTIAN LESLIE : This promotional certificate you can use this for any item of Amazon that sold and fulfilled you will receive an email for more information.
04:29 PM PDT CHRISTIAN LESLIE : There you go, I've successfully process your promotional certificate. In the meantime, is there anything else?
04:30 PM PDT Me: Yes. Please make sure I actually get my order, otherwise I will be back with more complaints
04:30 PM PDT CHRISTIAN LESLIE : Yes. I will leave a note regarding with this issue. It was a pleasure assisting you today. Thank you for being prime member and contacting Amazon Product Support. Have a great day!
04:09 PM PDT CHRISTIAN LESLIE (Amazon): Hello, my name is Christian, from Amazon Product support Expert. How can I help you today? Can I have your phone number in case our chat got disconnected.
04:09 PM PDT Me: Hi there. I’d like to know where exactly is my order, please. No need for a phone number
04:10 PM PDT CHRISTIAN LESLIE : Can you please confirm your item.
04:10 PM PDT Me: It’s a ***. Ordered on the 23rd, promised to arrive on the 25th. Today is the 28th and I cannot even track the order.
04:12 PM PDT CHRISTIAN LESLIE : I see, thank you so much for this one. Can you give me a couple of minutes>
04:13 PM PDT CHRISTIAN LESLIE : ?*
04:13 PM PDT Me: Go ahead
04:14 PM PDT CHRISTIAN LESLIE : Thank you so much!
04:16 PM PDT CHRISTIAN LESLIE : Can you please confirm me your shipping address?
04:17 PM PDT Me: ***, Fountain Valley CA ***
04:17 PM PDT CHRISTIAN LESLIE : Did you check out sight location such as behind the bushes, front porch, side porch, etc.?
04:18 PM PDT CHRISTIAN LESLIE : How about your neighbors, did you ask them if they notice your package?
04:18 PM PDT Me: The order isn’t listed as “delivered” to begin with
04:19 PM PDT CHRISTIAN LESLIE : I see, Upon checking here your item delivered on October 24, 2020 01:31:37 PM
04:19 PM PDT Me: Nope. And if the order a) had been delivered but not scanned or b) ended up at the wrong address, it’s Amazon’s DSP problem, not mine.
04:20 PM PDT CHRISTIAN LESLIE : Upon checking here your item has been delayed due to arrival at incorrect carrier facitly. However, your item will be delivered.
04:21 PM PDT CHRISTIAN LESLIE : I don't have a exact date the last update here your item has been delayed and now your item was in transit.
04:22 PM PDT Me: Once again, this is not MY problem. Amazon just made it MY problem, by promising an order on a specific date and then screwing up the shipping. Therefore, this is a clear case of a concession
04:23 PM PDT CHRISTIAN LESLIE : If that case I will process now your refund.,
04:24 PM PDT CHRISTIAN LESLIE : To your card and it will takes 3-5 business days. Would that fine for you?
04:25 PM PDT Me: Christian - if that’s really your name, since it’s obvious that English isn’t your first language - I did not ask for a refund. I said I wanted a concession. They did explain to you during the training what a “concession” is, didn’t they ?
04:26 PM PDT CHRISTIAN LESLIE : So you mean you want a credit for delayed delivery?
04:27 PM PDT Me: Yes, that’s exactly what I mean.
04:27 PM PDT CHRISTIAN LESLIE : I see, if you want I will give you a $5 promotional certificate.
04:28 PM PDT Me: Thank you. Where should I expect seeing it ?
04:28 PM PDT CHRISTIAN LESLIE : This promotional certificate you can use this for any item of Amazon that sold and fulfilled you will receive an email for more information.
04:29 PM PDT CHRISTIAN LESLIE : There you go, I've successfully process your promotional certificate. In the meantime, is there anything else?
04:30 PM PDT Me: Yes. Please make sure I actually get my order, otherwise I will be back with more complaints
04:30 PM PDT CHRISTIAN LESLIE : Yes. I will leave a note regarding with this issue. It was a pleasure assisting you today. Thank you for being prime member and contacting Amazon Product Support. Have a great day!
