Remarkable Amazon Customer Support

If you make something remarkable then people will tell their friends. However, it’s sometimes overlooked that this is true for both remarkably good things and remarkably bad things.

For example…

Some time ago I was experimenting with publishing this blog to other channels, and signed up for an Amazon Kindle Publishing For Blogs account. For some reason I still don’t understand I couldn’t just use my existing Amazon account, so I created a new account using the same email address. I never took it much further than that.

Shortly after that, however, I started receiving emails from Amazon Vendor Central. Initially they were few and far between, announcing such irrelevant things as new fulfilment centres in West Columbia, SC and a new feature that allows you to download a bill of lading (BOL) for submitted routing requests. Annoying, but, infrequent enough to be ignored.

Late last year, when these morphed into regular monthly product update newsletters, I decided to unsubscribe. But, curiously, there was no “unsubscribe” link in the email footer (this was actually how it came to my attention, as I had recently swapped out my previously complicated email rules with a simple one that highlighted all emails containing the word “unsubscribe”). Instead there was this (emphasis mine!):

If you have questions, please sign in to Vendor Central at https://vendorcentral.amazon.com or Advantage Central at https://advantage.amazon.com and click Contact Us at the bottom of any page.
Please do not reply directly to this e-mail.

So, I tried to sign in to Vendor Central, but instead of a simple email preferences settings page I got this error message:

There was an error with your account
It looks like the email and password combination you used is meant for a different site. You can use this email and password combination for Kindle Publishing for Blogs, or use a different email and password combination for Vendor Central.

So, following the link to the Kindle Publishing for Blogs sub-site, I tried again:

Screenshot 2014-03-23 17.01.35

Bugger! Despite wasting more time trying to get around that road block, it was ultimately pointless, as it turns out there is no email preferences options on the account. Thou shalt be opted-in, it seems.

Next step was to use the recommend “Contact Us” option. I sent what I thought was a pretty straight forward request:

I want to unsubscribe from the newsletter emails, but there is no link provided in the messages or any obvious option on this website.

I immediately got an automated response from their ticket management system.

The following are the five (!) responses I received in reply to this request over the following weeks, in full unedited glory.

+ 1 day:

Greetings,

Thank you for writing to us.

I have contacted the appropriate team regarding the same. I will be sure to update you on the progress of these investigations as soon as I have additional information.

We appreciate your patience and understanding regarding this issue

Best regards,

Gopi Krishna
Amazon.com Vendor Services

+ 3 days:

Greetings,

I am forwarding the following case details to our department concerned. Rest assured, they will look into it and get back to you at the earliest with an update.

We appreciate your patience with us.

Best regards,

Gopi Krishna
Amazon.com Vendor Services

Poor Gopi doesn’t seem to be getting much attention from the department concerned (presumably the unsubscribe department?)

But, I was in luck, because he took it upon himself to escalate to his colleague, Manoj.

+ 4 days:

Dear Vendor,

Please note, I am working with the concerned team regarding this and will send you additional correspondence as soon as we have an update. This may take 3 days approximately.

Best regards,

Manoj Kumar
Amazon.com Vendor Services

The three day estimate, it turned out, was a little optimistic.

+ 10 days:

Dear Vendor,

Please note, I am still waiting for an update from the concerned team. I will send you additional correspondence as soon as we have an update from them.

Thank you for the patience.

Best regards,

Manoj Kumar
Amazon.com Vendor Services

Sadly the next message from Manoj was not so hopeful.

+ 17 days:

Dear Vendor,

As per the update from the concerned team, there is no way to “unsubscribe” vendors from vendor newsletters. Newsletters go out to all vendor central users as defined when the newsletter is setup. Therefore, you may report news letters to ‘Spam’ folder.

Thank you for your understanding.

If you have additional questions about your case, [number], please click [link]

If you have questions about a different issue, please review our Vendor Help

[link]

Please click one of the following links to let us know how we’re doing. Your input helps us improve the vendor experience.

Did we successfully answer your question?

If yes, click here:
[link]
If not, click here:
[link]

Best regards,

Manoj Kumar
Amazon.com Vendor Services

I clicked no.

Pretty remarkable.

4 thoughts on “Remarkable Amazon Customer Support”

  1. Hey Rowan. They reckon big Jeff still personally clears his email, so why don’t you email this to him. Be interesting to see what you get back. Best MOD

  2. I signed up for a Bing advertising account, and same deal, there’s no way of opting out of the “newsletters” they send you. Seems like if it’s commerce/b2b then opting out isn’t part of the deal. So weird.

  3. Jeff Bezos (Amazon founder) still does customer support by HIMSELF every now and then. And encourages his managers to do this as well – “everyone has to be able to work in a call center”. Great practice. All companies have to practice this…

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