Tuesday, April 28, 2009

Rant: Amazon Payments customer support still poor

I had to take a breath there, before I chose to go with the word “poor”. I was very tempted to go with an alliteration.

Got the following email from Amazon.Com Customer Service this morning, 3 days after the issue was resolved. Some numbers and addresses have been altered.

Greetings from
Sometimes a credit card number will experience one or more failed attempts before a charge is ultimately successful. In this case, I've checked your Amazon Payments Business account affiliated with and found that your credit card was successfully charged on April 26, 2009, by Jungle Disk, Inc..
Transaction amount: $1.02
Transaction ID: 253FAROT22PMHJ3P5GJ1PABCDEF12345678
As always  please feel free to contact us should you have future questions or comments. If you need to contact us back, you can do so by using the secure form at the following specialized link to ensure we receive your next message:
Thank you for sending us your question to Amazon Payments.
Please let us know if this e-mail resolved your question:
If yes, click here:
If not, click here:
Please note: this e-mail was sent from an address that cannot accept incoming e-mail.
To contact us about an unrelated issue, please visit the Help section of our web site.
Best regards,
We're Building Earth's Most Customer-Centric Company

This was in response to my rather angry request from Friday – 4 days ago (my account id has been changed for my protection):

*** DO NOT REPLY TO THIS EMAIL WITH THE "We have taken this action because it has come to our attention that this account is related to a previously closed account." FORM LETTER ***
Please review previous correspondence for Customer ID: B37NK34KABCDEFGH
I am writing this from my amazonpayments account, which shows in the header as an active business account.  I have no interest in this being a business account.  All I want is SOME account tied to that can process payments to JungleDisk.
If I try to access this same account through JungleDisk's Amazon interface ( I am told that "Access to Your Account Is Temporarily Disabled".

Gee, thanks for checking, Donny, and for not using a form letter response. But if you had bothered looking into the case history you would see that your response was a) not at all correct and b) three days too late.

As I said before, Amazon Payments customer support needs the permission to deal with customers directly by phone to avoid wasting everybody's time

PS! And in response to all the vendors who’re coming out of the woodwork suggesting their own alternatives to JungleDisk – this is not about JungleDisk – JungleDisk is great.  I’m happy with JungleDisk.  This is not even about Amazon (the store) which I  am also happy with.  This is about Amazon Payments Customer Support, which I am still unhappy with.

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