Shopping Discussion

Amazon- Why no email support?

  • Last Updated:
  • May 22nd, 2020 10:10 am
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[OP]
Member
Oct 15, 2012
349 posts
367 upvotes
Sudbury

Amazon- Why no email support?

I have tried to reach Amazon support through email for almost 2 months and still receive this message;

"Hello,

Thank you for contacting Amazon. Email support is not available at this time.

Amazon is focused on the health and safety of our associates and, based on regional regulations and social distancing requirements, this has resulted in extended response times. We ask for your patience in this challenging time as our teams work to deliver vital services to customers everywhere, especially to those, like the elderly, who are most vulnerable.

We are temporarily prioritizing the delivery of household staples, medical supplies, and other high priority products in order to serve our customers in need while also helping to ensure the safety of our associates. This has resulted in some of our delivery times being longer than usual, so we ask that you wait three days after your estimated delivery date before contacting us regarding your delivery.

Many of your inquiries can be self-served through the following links:

Where’s My Stuff: https://www.amazon.ca/gp/help/customer/ ... eId=918774
Cancelling or Changing Orders: https://www.amazon.ca/gp/help/customer/ ... QTJZUYA9QE
Problem with an Item: https://www.amazon.ca/gp/help/customer/ ... EFL3D5VC2D
Marketplace Order Problems: https://www.amazon.ca/gp/help/customer/ ... =201889410
Gift Certificates: https://www.amazon.ca/gp/help/customer/ ... =201937160
Returns & Refunds: http://www.amazon.ca/returns Digital & Device Support: https://www.amazon.ca/gp/help/customer/ ... =200127470

We apologize for the inconvenience."

What's puzzling is why they cannot have their employees working safely from home to address email inquiries? Employees simply log into Amazon's email server/s and respond accordingly-- very simple implementation through IT management control access. It certainly appears as though Covid-19 has become the "go-to" reason to justify, let's say, lack of customer service. I can reason with some response delay activity but to abolish altogether online support with a simple "sorry for the inconvenience" message leaves me pondering how much Mr. Bezo's cares anymore about his customers who graciously made him a billionaire.
10 replies
Deal Addict
User avatar
Aug 18, 2008
2994 posts
979 upvotes
Ottawa
Why don't you just use the agent chat feature?
Deal Addict
User avatar
Oct 13, 2007
3525 posts
2173 upvotes
Edmonton
Serpentine wrote: I have tried to reach Amazon support through email for almost 2 months and still receive this message;

"Hello,

Thank you for contacting Amazon. Email support is not available at this time.

Amazon is focused on the health and safety of our associates and, based on regional regulations and social distancing requirements, this has resulted in extended response times. We ask for your patience in this challenging time as our teams work to deliver vital services to customers everywhere, especially to those, like the elderly, who are most vulnerable.

We are temporarily prioritizing the delivery of household staples, medical supplies, and other high priority products in order to serve our customers in need while also helping to ensure the safety of our associates. This has resulted in some of our delivery times being longer than usual, so we ask that you wait three days after your estimated delivery date before contacting us regarding your delivery.

Many of your inquiries can be self-served through the following links:

Where’s My Stuff: https://www.amazon.ca/gp/help/customer/ ... eId=918774
Cancelling or Changing Orders: https://www.amazon.ca/gp/help/customer/ ... QTJZUYA9QE
Problem with an Item: https://www.amazon.ca/gp/help/customer/ ... EFL3D5VC2D
Marketplace Order Problems: https://www.amazon.ca/gp/help/customer/ ... =201889410
Gift Certificates: https://www.amazon.ca/gp/help/customer/ ... =201937160
Returns & Refunds: http://www.amazon.ca/returns Digital & Device Support: https://www.amazon.ca/gp/help/customer/ ... =200127470

We apologize for the inconvenience."

What's puzzling is why they cannot have their employees working safely from home to address email inquiries? Employees simply log into Amazon's email server/s and respond accordingly-- very simple implementation through IT management control access. It certainly appears as though Covid-19 has become the "go-to" reason to justify, let's say, lack of customer service. I can reason with some response delay activity but to abolish altogether online support with a simple "sorry for the inconvenience" message leaves me pondering how much Mr. Bezo's cares anymore about his customers who graciously made him a billionaire.
The e-mail button has been long dropped from the Amazon customer support area (before COVID, so don’t expect it to return) and has been previously discussed on RFD although if I recall correctly, some reported that it was still available to them.

You still have the Call and Chat options which are actually quicker and more immediate.
Deal Addict
Apr 9, 2010
2115 posts
2147 upvotes
Toronto
Through online chat you can quickly get your order issues solved. In March the wait times were up to half an hour, but early this week I got a representative immediately.
Member
User avatar
Sep 16, 2015
340 posts
708 upvotes
Calgary, AB
India is being his incredibly hard by covid-19. Amazon's customer care centres are probably not staffed to full capacity.
Deal Guru
User avatar
Apr 26, 2004
12076 posts
2221 upvotes
Mississauga
Havo wrote: Email Jeff: jeff@amazon.com
This actually works. I had an issue with Amazon about five months ago and one of Jeff's people resolved it asap once I sent the email out. I remember reading an article that when Jeff gets a complaint email, he forwards it to the appropriate country's rep with a simple "?". The recipient understands that they basically have to make it a top priority and resolve it asap. Don't abuse the system and only use it when you can't resolve it through normal channels.
Deal Addict
Jan 29, 2017
2623 posts
1752 upvotes
Viruses can spread through email. :twisted:
Deal Addict
User avatar
Aug 11, 2009
3210 posts
490 upvotes
Don't be nosey
Talamasca wrote: This actually works. I had an issue with Amazon about five months ago and one of Jeff's people resolved it asap once I sent the email out. I remember reading an article that when Jeff gets a complaint email, he forwards it to the appropriate country's rep with a simple "?". The recipient understands that they basically have to make it a top priority and resolve it asap. Don't abuse the system and only use it when you can't resolve it through normal channels.
Perks of being the CEO. Imagine front line Indian call center agents asking their manager's with a "?"
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[OP]
Member
Oct 15, 2012
349 posts
367 upvotes
Sudbury
Hopefully I can figure out where this "Agent Chat" feature is--usually they just pop up to annoy you lol --- I did find a "Live Chat Agent" app for Android--anything for desktop?

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