On Saturday, October 25, 2014, Amazon.in <firstname.lastname@example.org> wrote:
Amazon Your AccountAmazon.in
Message From Customer Service
Here's a copy of the chat transcript you requested:
Initial Question: Prateek from Amazon told me that they'll mail me and update the status of my packages within one hour. He didn't.
Could you please do that?
01:40 PM IST Tezasvi(Amazon): Hello, my name is Tezasvi.
01:40 PM IST Agnishom: k
01:40 PM IST Tezasvi(Amazon): I am sorry to hear that you haven't received your package yet sir
01:41 PM IST Tezasvi(Amazon): I have and found that as your package was damaged in transit the courier did not deliver the package to you
As it will be difficult to you with the damaged packages the courier has returned them back to us
This was the information we got from the courier sir
01:42 PM IST Agnishom: What potential damage could be there for a few books?
So, what am I supposed to do? Why was I told that my packages will be delivered as soon as possible? Why were the people lying?
01:44 PM IST Tezasvi(Amazon): There will be many packages in the truck sir so due to some other packages your package was damaged
We are really sorry for the incorrect information you received
Even the courier didnt update the tarcking sir
that is the reason we didnt know what exactly happened
01:45 PM IST Agnishom: So, what am I supposed to do?
01:45 PM IST Tezasvi(Amazon): Now we have got an update so we informed you
if you still want the items you can place a new order sir
01:45 PM IST Agnishom: Thanks for the information
01:46 PM IST Agnishom: No way I can get this order to work?
01:46 PM IST Tezasvi(Amazon): No sir.. We are sorry for that
01:47 PM IST Agnishom: Ummm...
But my order page isn't showing any information about the cancellation of the order?
01:48 PM IST Tezasvi(Amazon): the order hasn't been canceled sir
The package was returned back to us
as it was damaged
01:48 PM IST Agnishom: damaged in what way?
01:49 PM IST Tezasvi(Amazon): Some of the pages have been torn sir
Due to the weight of other packages
01:51 PM IST Agnishom: Doesn't Amazon cancel the status of the packages and notify the user when such things happen?
01:52 PM IST Tezasvi(Amazon): Actually we shipped the package in good condition sir
01:52 PM IST Agnishom: Ofcourse you did
01:52 PM IST Tezasvi(Amazon): The courier needs to update the tracking instanatly
but the courier didnt do that
and that is the reason we weren't having any update about it
01:54 PM IST Agnishom: I mean, after some time, Amazon will show the order as cancelled in the Order Details page, would it not?
01:54 PM IST Tezasvi(Amazon): No sir..Only if it canceled by amazon or customer then it will be canceled
otherwise it wont be canceled
but it will be returned back to us
01:55 PM IST Agnishom: You mean you'd keep me in darkness forever unless I contacted you?
01:55 PM IST Tezasvi(Amazon): Sorry sir
We haven't received any information about this order
01:56 PM IST Tezasvi(Amazon): that is why we didnt give you information
01:56 PM IST Agnishom: But now you have!
01:56 PM IST Tezasvi(Amazon): Today the mail came from highre authorities
and that is the reason the courier people told us the eaxct reason
01:57 PM IST Agnishom: My point is that I am being told various stupid reasons about the package throughout the week. Here are some:
1. People are busy during the festive season
2. Delivery delayed due to inclement weather
3. Do not worrry, you'll receive your packages soon
01:58 PM IST Agnishom: How do I know that I should believe you?
01:58 PM IST Tezasvi(Amazon): I am really sorry for that sir
This information was provided to us by the courier department
01:59 PM IST Tezasvi(Amazon): Please place a new order with One day shipping and write back to us
so that we will refund the shipping charges for you
02:00 PM IST Agnishom: Thanks for your assistance. Before I talk any longer, could you please give me instructions so that I can carry out the steps to ensure that the chat transcript is emailed when I close this Window?
02:01 PM IST Tezasvi(Amazon): so do you want me to email this chat sir?
02:01 PM IST Agnishom: not yet, but after we finish.
For now, can you please explain me the steps to
02:01 PM IST Tezasvi(Amazon): ok sure
02:02 PM IST Agnishom: For now, can you please explain me the steps to place a new order with One day shipping and write back to us
I mean write back to you
02:02 PM IST Tezasvi(Amazon): Yes sir.. Add the items to the shopping cart and select the shipping speed as One day shipping and contact us back via chat or phone
Then we will issue a refund for the shipping charges
02:03 PM IST Agnishom: Please be on hold while I do that
02:03 PM IST Tezasvi(Amazon): ok sure but 1sec sir
Are you placing te order with cash on delivery
02:04 PM IST Agnishom: yep
02:05 PM IST Agnishom: Is there a problem with cash on Delivery?
02:05 PM IST Tezasvi(Amazon): no sir but you need to pay the whole amount to the courier person
and then the shipping refund will be given to you
02:06 PM IST Agnishom: But wouldn't shipping be free?
02:06 PM IST Tezasvi(Amazon): And also we can issue shipping refund only when the order enters the shipping process sir
02:06 PM IST Agnishom: I am having some problems
Let me show you a screenshot
02:07 PM IST Tezasvi(Amazon): No sir.. 1st you need to pay complete amount then you need to conatct us and we will refund the shipping charges
02:08 PM IST Agnishom: http://i.imgur.com/AAKh4Dm.png
02:08 PM IST Tezasvi(Amazon): That is the reason i have asked you to contact us once the order ships
02:08 PM IST Agnishom: Please look at the screenshot.
02:08 PM IST Tezasvi(Amazon): Yes sir i have seen
So the One day shipping isnt available for your address
02:08 PM IST Agnishom: Which are the options on the right I am supposed to select?
02:08 PM IST Tezasvi(Amazon): I will do one thing sir then..
02:09 PM IST Agnishom: And why are the packages getting sorted into two parts?
02:09 PM IST Tezasvi(Amazon): You normally place the order and we will issue Rs100.00 to your payment method
02:09 PM IST Agnishom: I appreciate your efforts
02:10 PM IST Tezasvi(Amazon): The packages are sorted because of the different shipments sir..Dont worry.. they will received in a single order
02:10 PM IST Agnishom: I have another question
02:10 PM IST Tezasvi(Amazon): Once the order enters the shipping process contact us and we will issue Rs100 refund to you
02:11 PM IST Agnishom: The last time I wanted to purchase them, it was 2098 INR in total
02:11 PM IST Tezasvi(Amazon): okay
02:11 PM IST Agnishom: but now, the same books amount to more than that
02:13 PM IST Tezasvi(Amazon): Some of the prices have gone up and some of them have gone down
so you can place the order normally sir
02:14 PM IST Tezasvi(Amazon): But as an inconvenience for all this I can refund you Rs200.00 lastly
02:14 PM IST Agnishom: Cash on Delivery seems unavailable
02:15 PM IST Tezasvi(Amazon): I cannot issue a refund more than that sir
You can use any prepaid method for placing teh orderf
02:15 PM IST Agnishom: That is okay
02:16 PM IST Tezasvi(Amazon): okay sir
please place a new order with any prepaid method
and write back to us
02:17 PM IST Tezasvi(Amazon): so that we will issue a refund once the order enters the shipping process
02:17 PM IST Agnishom: Well, instead of the refund, can't Amazon simply resend that order since it was not cancelled anyway?
02:18 PM IST Tezasvi(Amazon): Sir as i already said, the books have been damaged sir
02:18 PM IST Agnishom: I understand
02:18 PM IST Tezasvi(Amazon): we dont send damaged books to teh custoemrs
02:19 PM IST Agnishom: But can't Amazon re-ship non-damaged books?
from their stock?
02:20 PM IST Tezasvi(Amazon): that is the reason i have asked you to place a new order
again the books have to come back from the fulfillment center
02:20 PM IST Agnishom: what center?
02:21 PM IST Tezasvi(Amazon): fulfillment center is where all the stock of the items will be there
02:21 PM IST Agnishom: Why is COD disabled this time?
02:23 PM IST Tezasvi(Amazon): Due to some legal issues
the Cod option isnt available at this point of time sir
02:23 PM IST Agnishom: *frowns*
02:25 PM IST Agnishom: I think I cannot use a prepaid service until tommorrow evening, for some reason
02:25 PM IST Tezasvi(Amazon): No problem sir..Whenever you place a order
just contact us
i will annotate on your account to issue 200 refund
02:26 PM IST Tezasvi(Amazon): and the next person assisting you will refund you
02:26 PM IST Agnishom: Is COD currently available for any items at all?
02:27 PM IST Tezasvi(Amazon): No sir
It isnt available for any items sir
02:27 PM IST Agnishom: Please call me Agnishom, instead.
02:28 PM IST Tezasvi(Amazon): Ok Agnishom
02:28 PM IST Agnishom: OK Thank You.
See you again, soon.
02:29 PM IST Tezasvi(Amazon):
You're welcome. Thank you for contacting Amazon. We hope to see you again. Have a great day.
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