Starting something new is a challenge, not matter what you’re doing. Not only do you have to accomplish the goals of the project itself, but also learn new skills, develop relationships and build networks. Sometimes you learn the easy way; sometimes you learn the hard way.
I’ve never liked the feeling of depending on someone else, but the reality of it is that we need each other in our personal lives and in business. I’ve come to that understanding and continue to work on that. What I can’t stand is someone you depend on, not coming through for you when needed. That will get you extricated from my life rather quickly.
I very seldom provide feedback to a business, or individual for that matter, unless I feel strongly about something (positive or negative); anything in between, I could care less. If it was something I spent time writing about, I felt very strongly about it!
Of ten people bitch and complain continually about things they have no control over or can’t change; I quickly lose interest in these conversations. Perhaps this is why I’ve never been interested in politics.
In some cases though, it is useful to vent. But only if you vent, get it out, and move on. This is the case in the email below. I’ve come to work with several vendors on my recent product launch, some of whom have been pleasant, others not so much. My intention with the email sent was not to demand action, as I have given up all hope on that front, but rather to vent, express myself and move on. Likely, I expect little to no response to this email, but damn it felt good!
To whom it may concern:
The purpose of this follow-up is merely to provide feedback and perhaps in the hopes of having this issue escalated, but I have a suspicion that this will be swept under the rug as with many of the other issues I’ve had with Amazon; so perhaps this is merely a forum for me to vent as I suspect these words fall on deaf ears.
The support I’ve received for Amazon Webstore has been the worst experience I’ve had with any vendor and that includes the both technical support and customer service. This is something I’ve had much experience with as I work for a large IT consulting firm.
More times than I can count, my cases have been dismissed with poor answers, redirections, or denials of service.
In my experience, the average emailed tickets takes several days to receive a response. This has forced me to contact via phone in which most cases I receive someone that has little to no understanding of the technical details of Amazon Webstore and in most situations, I feel as the representative’s only goal is to get me off the call or shuffle me to the next person so they can close their case; just another number.
In my most recent experience, a case that took nearly a month to close out, my question was regarding the variables Amazon Webstore uses to process transactions as these need to be referenced for affiliate program coding.
The response: “Please note that seller support would not be able to provide any assistance with regards to the custom scripts and we would also not be able to assist our sellers with the tokens/values used for the code.”
That wasn’t the question, I just needed to understand how Amazon processes orders. After nearly half a dozen exchanges I resolved to use a different affiliate network, one Supported by Amazon Webstore; ShareASale.
That didn’t work either. Dozens of dicussions, emails, and hours on the phone later I had arrived no where.
In fact, one representative told me that my ShareASale Merchant ID was not in fact my ShareASale Merchant ID and that I should call ShareASale. Again misguided instructions. The result of the call was that I was told a Senior Associate would follow up the next day; I never received a call…
I will commend Orlando as he was the most helpful, but his instructions, too, were false and misunderstood.
I later found that orders[i].itemList[i].revenue was the missing piece that no one could find for me.
In the interested of being contructive, here is where Amazon needs to improve:
* As far as I can tell, there is not detailed technical instruction on how the site works and if there is documentation it is poorly written and typically out of date; you can’t outsource everthing Amazon.
* Associates need to have a better understanding of the Amazon Webstore and how it works; one representative instructed me to add the Amazon Associates webpart to my page to resolve my affiliate code implementation. That’s simply idotic.
* In addition, more resources need to be available to the associates, reading back to me the help info from the site is of no value, I can find that myself.
After all of this, I can assure you I will be taking my business elsewhere as soon as I am able to migrate my site. This has been a horrible experience and I don’t see it getting any better. Perhaps this is just a testament that a bookstore shouldn’t be providing webstore services…
Thanks for nothing.
Sometimes you just need to get it out! Don’t hold on to negative feelings.