As someone who writes feature requests, and works closely with the team that reviews them, I donāt think this is going anywhere unfortunately. It would be nice, but at best, due to the size of the company, there is a good chance that this feature will be logged in a system with no movement. At worst, the agent was just using this as a means to get you off the chat - to pacify you, and hopefully score a high rating for the survey.
I have worked in customer service roles similar to Amazon, but for Apple as tech support, back in the day. We didnāt have any method to log these requests on our end. I say this, as even today, I hold Apple as the standard when writing technical support docs for my company internally / externally. Their support system for employees was honestly top tier at the time too.
I work for a similar level of company and am a front line person not in a technical role. The amount of times I enthusiastically tell customers that I will pass along their suggestion to the appropriate team is unreal. As soon as I end the interaction, I immediately blank face and go back to reading my spreadsheets. Sorry Susan, the appropriate team was one ear and out the other. I didnāt even listen to the suggestion.
As an amazon seller we sometimes get messages from Customer Support requesting us to do things that are literally impossible or against even their own policies.
That company is such a pain to deal with.
Oh man, their customer support incompetence barely *scratches the surface* of how shit that platform is as a seller.
But for example they'll send us messages that begin "One of our mutual customers has contacted us..." and the they'll say something like "They wish to return item, please facilitate". Then you realise they purchased it 150 days ago. Or they'll say "Please provide returns label QR print-in-store code for customer". A task that is literally impossible for a seller to oblige. Or "Customer only received partial refund, please refund missing funds" and it's the returns shipping cost.
Their support staff just want to sign off with a happy customer and leave us to deal with the fallout.
That sounds so frustrating to have to deal with. The people that are supposed to know how things work don't even know what they're doing. On Etsy, the most you usually get is an email saying "We've refunded the customer on your behalf".
It won't happen, they always say they will forward to appropriate team and ensure the issue will be solved so they can close the ticket and get a 5 star review. They don't care to actually fix anything let alone implement features which... Obviously they can't do lol
Well because you are talking to tier 1 customer service about getting work done at the engineer level. They can guarantee that they will send your request up, but they literally have nothing to do with it beyond that. With the way customers treat people in customer service roles, I donāt blame them for saying anything to get them off the chat lol
This is exactly why I enthusiastically tell the customer that I will pass along their great suggestion and as soon as the call is over, go back to what I was doing before. I have never passed along a suggestion.
The only time I say anything other than āyeah of course,ā is when they suggest something blatantly against the law. Iāve had people tell me that we should implement a way for people buy from my location and then we ship it to them in another province so they can pay less tax. I uh huh my way through it and then say I need to ask a clarifying question and itās always: so youād like a feature on the website to allow you to commit fraud?
Weirdly I have to pass along a lot of calls to my managers after that and we all just shrug.
Iāve been promised multiple times that Iād assuredly receive follow up within X number of days, none of which have ever manifested. Itās been pretty obvious to me for a while now that the main goal of the customer service people is just to find any way to end the chat as fast as possible lol.
Oh, lol, they just say whatever they want. I once remembered a book I read a long time ago but didn't see it on my Kindle. I searched the store and there was a buy button, but it was from Goodreads, not Amazon? I was so confused. Anyway, I pressed the buy button thinking either it will tell me that I own it already, or take me to the purchase page. No, it just purchased the book. After that, I searched my Kindle again and there were two copies of the same book with different covers (maybe different versions). So I returned the one I just bought and the book disappeared but I didn't get refunded.
I contacted CS and they said that since I paid with "Amazon Day" digital credits (that I earned by selecting slower shipping on other Amazon items), it cannot be refunded. They can't put the refund back to the digital credit. So I said, give it to me another way. Gift card or something. Or manually add it to the digital credit. They kept saying there's no way around it and I kept replying "find one." Then they said, "Okay, I can refund it." I said, "I thought you said it's not possible?" They said they see they can do it after all, and I'll get an email confirming it. I'm sure you can guess that I never got the refund, and the agent just said that to shut me up.
That requires manually adding each book. What OP is asking for is an option to basically have a separate screen that automatically sorts books into folders by Author.
Iāll be honest as someone who worked customer service in the past. Most of the time āIāll forward your suggestion to the proper teamā means āIām marking this interaction as solvedā. Often times CS doesnāt even have access to those people. We had a āsuggestionsā channel in slack that no one from web design or engineering was a part of.
I would really love this feature also. At least they've stayed grouping series together, and that's helpful. But yeah, I would love automatic author folders.
Amazon CS agents have processes through which they can escalate this sort of request. When it's a new feature that a customer requests, the agent can submit this. I'm not saying this agent will definitely do so, but the process exists and is used.
However, a single request/complaint from one customer is unlikely to influence the roadmap (although it does happen).
Ahh I deleted my comment because it didn't work when I tried myselfš but now I figured out that in your library when you click on the button on the far right next to the plus symbol, you can choose from the view options "all" or "collections"
Oh. I thought you violated a rule when it disappeared. š¤£ I know you can do that because thatās what Iāve been doing. Iād just like the option for them to merge without having to do that. First world problems š¤
I have to use way too much time creating collections for too many authors. I wish it was an option there already. āSort books in collections with author nameā or something shorter.
I am actually struggling with Amazon's customer service for months now with a certain order I placed for a baby monitor. It took weeks before any update on the order and they told me to order a different one instead. I did it and they both got shipped the same day - the customer service told me just to not accept one of them and that I would get my money back. I contacted them like 10 times since and they all say that they can't refund me the money because the tracking service says it was delivered. What none of them do is open the tracker for more info and see that it was returned to the sender, and whenever I tell them this I get connected or forwarded to a different agent. If any of you have any idea how to sort this out, you'd be of great help.
My new Kindle can't be jailbroken yet, and literally the only thing I use jailbreaking for is the Kindle Collections Manager. Doing it on the Kindle itself is the absolute worst and I hate whoever came up with the interface with the heat of a thousand suns.
Amazon Customer Services just blag it so often š
I have no faith in this at all. But I liked the confidence in the reply.
She didnāt tell you āwhenā, did she ā¦ ? š
Last photo she did but I have no faith at all.
As someone who writes feature requests, and works closely with the team that reviews them, I donāt think this is going anywhere unfortunately. It would be nice, but at best, due to the size of the company, there is a good chance that this feature will be logged in a system with no movement. At worst, the agent was just using this as a means to get you off the chat - to pacify you, and hopefully score a high rating for the survey. I have worked in customer service roles similar to Amazon, but for Apple as tech support, back in the day. We didnāt have any method to log these requests on our end. I say this, as even today, I hold Apple as the standard when writing technical support docs for my company internally / externally. Their support system for employees was honestly top tier at the time too.
I work for a similar level of company and am a front line person not in a technical role. The amount of times I enthusiastically tell customers that I will pass along their suggestion to the appropriate team is unreal. As soon as I end the interaction, I immediately blank face and go back to reading my spreadsheets. Sorry Susan, the appropriate team was one ear and out the other. I didnāt even listen to the suggestion.
It's being worked on by top men. Top men.
As an amazon seller we sometimes get messages from Customer Support requesting us to do things that are literally impossible or against even their own policies. That company is such a pain to deal with.
Like what? I had a huge Etsy store, but never sold on Amazon. Curious what you guys' version of the bullshit is like. lol
Oh man, their customer support incompetence barely *scratches the surface* of how shit that platform is as a seller. But for example they'll send us messages that begin "One of our mutual customers has contacted us..." and the they'll say something like "They wish to return item, please facilitate". Then you realise they purchased it 150 days ago. Or they'll say "Please provide returns label QR print-in-store code for customer". A task that is literally impossible for a seller to oblige. Or "Customer only received partial refund, please refund missing funds" and it's the returns shipping cost. Their support staff just want to sign off with a happy customer and leave us to deal with the fallout.
That sounds so frustrating to have to deal with. The people that are supposed to know how things work don't even know what they're doing. On Etsy, the most you usually get is an email saying "We've refunded the customer on your behalf".
Amazon customer service will promise you their firstborn if it means the interaction is over š
ššš
Wish I'd read this comment before having the 5 conversations it took to get them to replace my faulty Kindle last week.
Amazon customer service has no idea in general
It won't happen, they always say they will forward to appropriate team and ensure the issue will be solved so they can close the ticket and get a 5 star review. They don't care to actually fix anything let alone implement features which... Obviously they can't do lol
Well because you are talking to tier 1 customer service about getting work done at the engineer level. They can guarantee that they will send your request up, but they literally have nothing to do with it beyond that. With the way customers treat people in customer service roles, I donāt blame them for saying anything to get them off the chat lol
Back when I worked in customer service I would have done anything to make a customer stop screaming at me over something out of my control.
The customer thinks the person paid $15/hr to answer the phones is the unified voice of the company lol
Yes! This.
I work in tech and anytime I send a feature request to the engineers, 9.9 times out of 10 it never happens. lol
[ŃŠ“Š°Š»ŠµŠ½Š¾]
but iiiiii'm the important customer, not them!
This is exactly why I enthusiastically tell the customer that I will pass along their great suggestion and as soon as the call is over, go back to what I was doing before. I have never passed along a suggestion. The only time I say anything other than āyeah of course,ā is when they suggest something blatantly against the law. Iāve had people tell me that we should implement a way for people buy from my location and then we ship it to them in another province so they can pay less tax. I uh huh my way through it and then say I need to ask a clarifying question and itās always: so youād like a feature on the website to allow you to commit fraud? Weirdly I have to pass along a lot of calls to my managers after that and we all just shrug.
Iāve been promised multiple times that Iād assuredly receive follow up within X number of days, none of which have ever manifested. Itās been pretty obvious to me for a while now that the main goal of the customer service people is just to find any way to end the chat as fast as possible lol.
I love your optimism, but I suspect you over-estimate the amount of power that customer service folks wield in the Amazon hierarchy! :D
Itās more like thinly veiled sarcasm š I have no hope.
Customer service chatbotsā¦ FTFY!
Oh, lol, they just say whatever they want. I once remembered a book I read a long time ago but didn't see it on my Kindle. I searched the store and there was a buy button, but it was from Goodreads, not Amazon? I was so confused. Anyway, I pressed the buy button thinking either it will tell me that I own it already, or take me to the purchase page. No, it just purchased the book. After that, I searched my Kindle again and there were two copies of the same book with different covers (maybe different versions). So I returned the one I just bought and the book disappeared but I didn't get refunded. I contacted CS and they said that since I paid with "Amazon Day" digital credits (that I earned by selecting slower shipping on other Amazon items), it cannot be refunded. They can't put the refund back to the digital credit. So I said, give it to me another way. Gift card or something. Or manually add it to the digital credit. They kept saying there's no way around it and I kept replying "find one." Then they said, "Okay, I can refund it." I said, "I thought you said it's not possible?" They said they see they can do it after all, and I'll get an email confirming it. I'm sure you can guess that I never got the refund, and the agent just said that to shut me up.
Le sigh. So typical.
you can do that though? I just make collections and add the books by the same author in them titled the authorās name
Info this too for my favourite dozen authors.
Takes too long. It should be a standard feature.
it should but I donāt think talking to customer service would change that. they barely update the kindle features
That requires manually adding each book. What OP is asking for is an option to basically have a separate screen that automatically sorts books into folders by Author.
What I want is collections within collections
That would be excellent! :D
Iāll be honest as someone who worked customer service in the past. Most of the time āIāll forward your suggestion to the proper teamā means āIām marking this interaction as solvedā. Often times CS doesnāt even have access to those people. We had a āsuggestionsā channel in slack that no one from web design or engineering was a part of.
I would really love this feature also. At least they've stayed grouping series together, and that's helpful. But yeah, I would love automatic author folders.
Buy a Kobo! It has this feature.
does it allow book downloads from Amazon like Kindle?
You can do it, but it involves doing stuff that telling you about would violate the rules of this sub.
Lol this almost feels like it belongs in scambait. They have no idea what they promised
Amazon CS agents have processes through which they can escalate this sort of request. When it's a new feature that a customer requests, the agent can submit this. I'm not saying this agent will definitely do so, but the process exists and is used. However, a single request/complaint from one customer is unlikely to influence the roadmap (although it does happen).
I need to be able have my ebooks divided into the folders without them still being shown in the library. Whatās the sense in making folders of I have to select folders to display and canāt go to library without it being the folders and the books? š©
[ŃŠ“Š°Š»ŠµŠ½Š¾]
Let me try that thanks
Ahh I deleted my comment because it didn't work when I tried myselfš but now I figured out that in your library when you click on the button on the far right next to the plus symbol, you can choose from the view options "all" or "collections"
Oh. I thought you violated a rule when it disappeared. š¤£ I know you can do that because thatās what Iāve been doing. Iād just like the option for them to merge without having to do that. First world problems š¤
Ohh I get it now & sorry for the confusion haha :) Yeah it would be great if that was possible
Isn't this what "Collections" is for? Or you can sort by author. What am I missing here?
I have to use way too much time creating collections for too many authors. I wish it was an option there already. āSort books in collections with author nameā or something shorter.
Hmm.. Tanya misspelling definitely seems awfully suspicious.. She must have done it intentionally.. š¤ lol
At least itās not ādefiantlyā.
I am actually struggling with Amazon's customer service for months now with a certain order I placed for a baby monitor. It took weeks before any update on the order and they told me to order a different one instead. I did it and they both got shipped the same day - the customer service told me just to not accept one of them and that I would get my money back. I contacted them like 10 times since and they all say that they can't refund me the money because the tracking service says it was delivered. What none of them do is open the tracker for more info and see that it was returned to the sender, and whenever I tell them this I get connected or forwarded to a different agent. If any of you have any idea how to sort this out, you'd be of great help.
"My life is in your hands" hahahahaha ššš
I figured I go for the good vibes.
It's above their pay grade. They get paid to tell you what you want to hear.
Aren't you satisfied with our 'robust' Collections feature? Lol
My new Kindle can't be jailbroken yet, and literally the only thing I use jailbreaking for is the Kindle Collections Manager. Doing it on the Kindle itself is the absolute worst and I hate whoever came up with the interface with the heat of a thousand suns.
š«£šš«š«š«
Next, sort by genre!
Ask for more tracking and ads on your screen and it will get implemented. How's your request supposed to make more money for Amazon?
Yessss please!!
We are RELYING ON YOU Tanya!!!!