Adams: “I can’t penetrate what I believe is their AI support system that is pretending to be human, to determine if it is a system issue or … something else.”
I sure sympathize. Their AI “support” system is absolutely horrible. It puts you in an infinite loop, suggesting irrelevant and useless “support articles” and, after you reply “No, those didn’t help” it puts you back to the beginning of the same loop. Over and over and over.
I have been a long-time customer of Amazon and they gave me a special hotline number that I can use to immediately reach a human, bypassing that horrendous AI “support” system. Adams needs to talk to them and keep telling the useless support people in the Philippines “Escalate, escalate, escalate.” Keep insisting they escalate until you get to somebody who has authority.
I received a defective patio cart from Amazon that was made in China. One part was bent and two parts had manufacturing defects (incompletely folded metal and missing holes). Amazon kept insisting I disassemble the cart, pack it up and send the ENTIRE table back to them. I explained to them there was no way I was going to disassemble it, they were selling faulty product, so send me an advance return replacement table. They kept refusing. I kept telling them “No, send me the parts. Contact the manufacturer.” then, when not getting any satisfaction, “Escalate.” I finally got to a person who agreed my approach was the best and they sent me a replacement table. I swapped out the good parts for the bad and returned the package to them.
I’ve learned with most companies that the support people have ZERO ability to do any independent thinking and have zero authority to make any business decisions. I almost immediately go to “Escalate” with every company.
To Amazon’s credit, they eventually do the right thing, but it takes way too much head-banging to get them there.
Would the number work for anyone? If so, can you tell it to me? Thanks.
So what I do went I have that happened that you have assembled somthing then find missing or bad parts and and can not get them to sent you the replacement parts
Order a second one.. once you get the new one.. take out the parts you need .. then put the bad parts from the old one in the new one and return the new one for bad parts for refund
Bottom line at that point you bought two of the of the item.. but you didn’t get two of the item. You got one completed item and one incomplete item.. and returning the incomplete one
Really it better for them to.. they get one back still fully packed and not touch except for a few parts that they can replace and and resell as a return .. vs a box of use parts that then can do nothing with