Frustration: a chat transcript

Most of you folks know that I live in Canada.  Recently I received a ‘gift’ book from an author who wants me to review her book.  Wonderful? YES.  However… the gift was a gift card for Amazon.com

Although I do have an account with Amazon.com and I can purchase any ‘physical’ book or other item, I cannot buy Ebooks from them. The site redirects me to Amazon.ca.  Therefore, I cannot use the gift to buy the author’s book.

In my infinite wisdom, I thought I’d contact Amazon and attempt to get my gift voucher transferred from my Amazon.com account to my Amazon.ca account.

101 minutes and ELEVENcustomer service associates‘ later, I finally got a result – and my book was loaded on my Kindle.

Thought you’d get a giggle out of my frustration.  Here is the transcript of my CHAT.

Take note of the .ca and the .com references.

I dare anyone to tell me that I did not WORK for that book!  LOL

This is the screenshot I sent them

Have you ever encountered such ridiculous red-tape?  I mean seriously…. ELEVEN different people in supposedly eleven different departments.

Well that’s it.  My RANT for the day.  Thanks for listening reading.

About Fictionophile

Fiction reviewer ; Goodreads librarian. Retired library cataloger - more time to read! Loves books, gardening, and red wine. I have been a reviewer member of NetGalley since October 2013. I review titles offered by Edelweiss, and participate in blog tours with TLC Book Tours.
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65 Responses to Frustration: a chat transcript

  1. Pingback: International publishing rights – I’m puzzled… | Fictionophile

  2. Pingback: Hello JULY! Happy Canada Day! (+Fictionophile’s June bookhaul) | Fictionophile

  3. J.P. Choquette says:

    You are DETERMINED, Lynne. I would have given up and told the author to please, please accept my sincerest apologies and the returned gift card. I had no idea it was so complicated in Amazon-land regarding .com and .ca–yikes! Well, I hope that you LOVE the free book…after all that work you certainly deserve it! 🙂

    Like

  4. FictionFan says:

    Hahaha! You should get a Nobel Prize for Patience and Politeness! I’d have been reduced either to tears or tooth-gnashing! After all that, I surely hope you enjoy the book… 😀

    Liked by 2 people

  5. Sheree Strange says:

    Oh my GOODNESS!!! 11!!!! And what is up with live chat assistants always saying “please be online”? I thought it was a funny quirk of language the first time I was told that, but now it seems like all of them say “please be online” as a matter of course. Wtf?!

    So glad you got a resolution in the end – keep fighting the good fight! 😉

    Liked by 2 people

  6. Christine says:

    LOL!!!!!!! Sorry, but I can’t help it. This reminds me of a saga of mine a few years back. My father moved from assisted living to the nursing home section of the SAME building and it took me over a week to get his phone number transferred to the new room. I was so frustrated (and dizzy from being sent in circles) towards the end that I finally handed the chore over to my partner who finally got it settled after only three more phone calls. Lordy!!! I feel for you…

    Liked by 1 person

  7. Barb says:

    I hope you gave yourself some chocolate (or other treat) after that ordeal . :):)

    Like

  8. Unbelievable, but no, certainly not new. Frustrating is a nice word for it, and definitely way beyond that. All that work and you’ve yet to read it. Hopefully, the book will be glorious!

    Liked by 1 person

  9. Oh gosh. This is awful. Absolutely ridiculous. At least you finally got the book. 😊

    Liked by 1 person

  10. Bree says:

    Oh. My. Gosh. I’m so sorry you had to deal with this! It’s like they couldn’t read! (Ironically enough.)

    Liked by 1 person

  11. bibliobeth says:

    Oh dear Lord Lynne!! You must have been internally (and maybe externally 😂) screaming by the end of this!!

    Liked by 1 person

  12. I’m sorry I did laugh reading this, but it’s just so hilarious. I don’t think I could have kept it so friendly ;-). I’m very happy that you got the book in the end though. Happy ending after all!! I had a conversation with Amazon myself a while ago.. kept me waiting all the time, probably helping another customer at the same time.. I was helped too in the end though so that’s the main thing 🙂

    Liked by 1 person

  13. LOL!!! This made me laugh, though I am sorry for how much frustration you had to go through for it! I hope you end up loving the book!

    Liked by 1 person

  14. If you could have heard me. I train customer service and after the first transfer I knew it was going to be a nightmare and you were going to get stuck in the infernal transfer loop. The second rep you got was stuck on the “I understand, but…” loop. This is the problem when one hand doesn’t know what the other is doing and the scripted response doesn’t take into account the customer needs. I’m a firm believer in making sure employees have the tools (i.e. knowledge) to do their jobs.

    All of them need to be retrained. Shame on Amazon for this.

    Liked by 1 person

    • Ahhhh. Thanks for commenting. If I wasn’t so stubborn I would have hung up – thankfully I got satisfaction in the end. It just should have taken far less time. Amazon Chat is very poorly organized and run.

      Like

  15. OlaG says:

    It’s like Monty Python sketch about Customer Service – but with a happy ending 😉 In their rendition the customer would probably die before reaching resolution 😛 Hopefully the book is good!

    Liked by 1 person

  16. Sandra says:

    I have had exactly this problem too! I gave up in the end. Amazon.com were very helpful and apologetic and gave me a small credit in acknowledgement of the problem (which they couldn’t fix of course, and I shall probably never use the credit but I appreciated the gesture). Amazon uk, having passed me around the numerous departments just as happened with you, ended by saying there was nothing they could do. I had the gift card refunded to the sender and bought the book myself eventually as it was only a couple of pounds. I was staggered that such a giant of an organisation has this blip in its operating systems. I sent a stiff report and added my own views when customer service asked if I was happy with my recent experience! 😀 Glad you got your book in the end Lynne!

    Liked by 1 person

  17. Carrie says:

    Wow. I will admit to a slight chuckle there at one point but only because I’ve been through phone calls to help depts before that go much the same way so it’s all you can do to laugh to keep from screaming or crying from frustration. And it always ends up such a simple thing for associate #1,000,001 to finally just do what you asked all along. Sorry you had to deal with it, don’t know if I would have had the patience.

    And just so you know you aren’t alone I’m in the US and I get that same type of message on Amazon UK when I’m in there which really makes no sense on e-books but they do seem to block them.

    Liked by 1 person

  18. Awful I had a similar experience with Google Play. For some unknown reason British Crown Dependencies (the Channel Islands, Isle of Man etc).don’t have access to the paid Apps. I thought it something to do with not having any money in my account so bought a Google Play gift card locally but couldn’t redeem it. I contacted the help desk and was was eventually told that I couldn’t redeem it because it wasn’t available to be me. Fortunately I wasn’t passed to as many people as you but it was very frustrating and has put me off contacting huge companies. Hope you enjoy the book!

    Liked by 1 person

  19. I pray that I never experience this haha. Your patience truly exceeds my own ❤ Book was earned!

    Liked by 1 person

  20. Stephanie says:

    That is just awful, Lynne! I’m sorry you had to deal with that, and I hope your book is great! I’ve had to talk to about 3 of them at Amazon to get something straightened out, but this just tops anything I’ve ever seen. I’m not sure I could have been as nice as you were. They need some customer service training so they know what they’re policies are!

    Liked by 1 person

  21. Wow Lynne, after all that I hope the book is a good one!😊

    Liked by 1 person

  22. LFBooks says:

    I have issues non-stop with amazon.com and .co.uk it a right pain in the ass. It like you own all these sites. Why can’t I redeem a gift when it listed on both .com and .co.uk

    Liked by 1 person

  23. What the actual heck!? So ridiculous… You kept your head though, I probably would have gotten a lot snippier after the 5th transfer. Jeez…

    Liked by 1 person

  24. Carrie Rubin says:

    That’s crazy. I sure hope you enjoy the book after all that! 😄

    Liked by 1 person

  25. My daughter actually just came out to see what I was laughing at. I’ve not laughing at you but that chat was… Wow. Oh my goodness!! I can’t even imagine by the third one I would’ve started losing my mind. You deserve an award for your patience. After all that they should’ve offered you $25 gift card at least. 🤗❤️

    Liked by 2 people

  26. Yep, I’ve had books to review that are only available on Amazon.com and I live in the UK. I now just let said author know I can’t read the book as it’s not available on Amazon.co.uk

    Liked by 1 person

  27. I’m amused by the number of specialist departments you got sent to. Am I the only one picturing a huge open plan office and they’re tossing a rubber football back and forth. drop the football and you must be the next specialist. Lol

    Liked by 2 people

    • It was amazing. Although I got my book in the end, this experience definitely put me off EVER attempting a CHAT with Amazon in the future. That was almost two hours of my life that I’ll never get back.

      Liked by 2 people

  28. Ugh yes I have definitely experienced this- and it’s happened to me with amazon as well :/ Sorry you had to deal with this.

    Like

  29. carhicks says:

    That is absolutely ridiculous that you had to go through all that. Having said that, I live in Ontario and buy all my kindle books on Amazon.com. not sure why you aren’t allowed to.

    Liked by 1 person

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