It has been edited for clarity, punctuation, grammar, some narration, and stuff like that:
I ordered a cellphone case for my new cellphone on Saturday because it read “Guaranteed Delivery on Monday”. I understood this to mean that it could be as late as 8 or 9 pm. But that was cool, I needed it for Tuesday. As a rule, I only order stuff that says "Guaranteed Delivery by ______" so I can plan to be around when it's delivered, if possible.
While at work Monday, I
got the message from Amazon that it was delivered around
10’ish.
Great.
I
go home. It’s not there. It’s 5 pm’ish.
After
being convinced by the concierge that it’s just. Not. There. And then looking
around myself for about another hour, I go up to the apartment and connect to
Amazon Customer Service.
Silly
me … I thought it was going to be a person.
Messaging Assistant |
Customer Service
Hi! It's Amazon's
messaging assistant.
So, what can I help
you with?
6:40 PM
An item I ordered
6:40 PM
Messaging Assistant |
Customer Service
Let's see. Could you
select the item you're looking for from your recent orders below?
6:40 PM
Messaging Assistant |
Customer Service
Looks like this item
was delivered on Monday.
Could you confirm what
went wrong, so I can help?
6:40 PM
Didn’t get it
6:40 PM
Messaging Assistant |
Customer Service
Sorry to hear that.
Tell me a little more about what happened.
6:40 PM
Package never arrived
6:40 PM
Messaging Assistant |
Customer Service
OK, looks like the delivery
status may have been updated too soon.
The good news is it
should arrive soon. Give us until end of day Tue, Oct 29.
Really appreciate your
patience with this. Is there anything else I can help with?
6:40 PM
Yes, I have a
different question
6:40 PM
Messaging Assistant |
Customer Service
So, what can I help
you with?
6:40 PM
An item I ordered
6:41 PM
Messaging Assistant |
Customer Service
Let's see. Could you
select the item you're looking for from your recent orders below?
6:41 PM
6:41 PM
Messaging Assistant | Customer Service
Looks like this item was delivered on Monday.
6:41 PM
Didn’t get it
6:41 PM
Messaging Assistant |
Customer Service
Sorry to hear that.
Tell me a little more about what happened.
6:41 PM
Package never arrived
6:41 PM
Messaging Assistant |
Customer Service
OK, looks like the
delivery status may have been updated too soon.
The good news is it
should arrive soon. Give us until end of day Tue, Oct 29.
Really appreciate your
patience with this. Is there anything else I can help with?
6:41 PM
Yes, I have a
different question
6:41 PM
Messaging Assistant |
Customer Service
So, what can I help
you with?
6:41 PM
An item I ordered
6:41 PM
Messaging Assistant |
Customer Service
Let's see. Could you
select the item you're looking for from your recent orders below?
6:41 PM
6:41 PM
Messaging Assistant | Customer Service
Looks like this item was delivered on Monday.
6:41 PM
Didn’t get it
6:41 PM
Messaging Assistant |
Customer Service
Sorry to hear that.
Tell me a little more about what happened.
6:41 PM
Need a Customer
Service Associate
6:41 PM
Messaging Assistant |
Customer Service
OK, I'll get someone
to help you here through chat.
6:41 PM
OK, get help through
chat
6:41 PM
Messaging Assistant |
Customer Service
Go ahead and type any
details you think would help them understand your issue.
6:41 PM
YAY! A person!
MICHELLE
HAS JOINED & WILL BE READY TO CHAT IN JUST A MINUTE.
Michelle | Customer
Service
Hello John,I
understand that you have a concern about your order.I am more than happy
assisting you today.
M
6:43 PM
This is at least the
THIRD TIME that I've ordered something *specifically* because it was to be
delivered by a certain date ... and it hasn't. "The delivery date was
updated too soon?!" C'mon ... if I need an item that I ordered on Friday
or Saturday to be here MONDAY (even by Monday night is good) ... and Amazon
says "It'll be there." So we can't trust that? Is that what we're
saying here?
(Not mad at you, I
know you're just 'the messenger,' but --)
REALLY? C'mon Amazon,
what's up?
6:44 PM
Michelle | Customer
Service
I'm sorry for the
inconvenience you've experienced in this case.
Could you please allow
me a minute while I look in to this?
6:45 PM
... sure. Do you wanna picture like Alexa did?
6:45 PM
Michelle | Customer
Service
No, that's not necessary, but thank you for being so helpful!
I can see here that your item was tagged as delivered today at 10:53:49 AM
I can see here that your item was tagged as delivered today at 10:53:49 AM
6:47 PM
Right.
But it's not "in
the mailroom," the reception desk doesn't have it (the delivery guys often
mark 'Left in Mailroom' when it was given to the receptionist, anyway) ... and
it isn't in my mailbox (it's only a cellphone cover) ... it's not here. :/
6:48 PM
Michelle | Customer
Service
Oh I see.by the way
did you tried to contact the carrier about this?
6:49 PM
How would I go about
doing that?
6:50 PM
Michelle | Customer
Service
I can give you their
contact number or I will just connect you to their department now via chat
also.
May I know which do
you prefer?
6:50 PM
Sure ... does the
carrier have a guarantee policy for when packages aren't delivered as the
system says they were?
6:51 PM
Michelle | Customer
Service
kindly stay connected
while I am transferring you to their department.Thank you.
6:51 PM
My issue: The system
says 'Package delivered.' But it's not. The Amazon system says it was
delivered, my computer got the message that it was delivered, and I'm pretty
sure the carrier's system says it was delivered. But it's not here. So what do
we do?
6:53 PM
YAY! *Another* person!
BRIAN
LANCE HAS JOINED & WILL BE READY TO CHAT IN JUST A MINUTE.
Brian Lance | Customer
Service
Hello, my name is
Brian. Please give me a moment to review the previous correspondence.
6:54 PM
K. Do you wanna picture of it like Alexa did?
6:54 PM
Brian Lance | Customer
Service
Hi John. Who's Alexa? Oh. Very funny.
Thank you for being a prime member, I apologize if you haven't received your package yet.
Thank you for being a prime member, I apologize if you haven't received your package yet.
Can you please provide
the shipment address on the account so I can check where it was delivered to.
6:56 PM
** EDITED OUT for
PRIVACY **
6:56 PM
Brian Lance | Customer
Service
Thank you.
So normally if the
driver delivers the package and tagged it as delivered to the mailroom it is
handed to the receptionist correct?
6:57 PM
Either or ... there
are several options they have, don't know what motivates them to pick which
one. If it is tagged "delivered to the mailroom," one would THINK
it's in my mailbox ... sometimes it is, but it's *usually* given to the
receptionist (they have bins at the front desk and they mark all packages with
a Sharpie and file them/stack them in order) ... we looked, it's not here.
6:59 PM
Brian Lance | Customer
Service
Okay I see thank you
for that information. As per checking there was a second scan made indicating
the package was already been delivered and not a mis-scan.
So the next step would
be waiting for the grace period to pass on. For us to refund the product as we
have a grace period here in Amazon before we consider the item lost or missing.
7:01 PM
?! How long is that !?
7:02 PM
Brian Lance | Customer
Service
That would be by
tomorrow John.
(A good salesman believes that he uses first names because customers supposedly like it ... it annoys me.)
This is the grace
period of the package.
7:02 PM
Wow, Brian. So, my original
question comes back again: ... if I need an item that I ordered on
Friday or Saturday to be here on Monday, Brian ... and
Amazon says "It'll be there," I can't trust that, Brian? Is that what we're
saying, Brian?"
Then the
"Guaranteed delivery by __________ " means what, Brian? There's no
guarantee, basically?
What's funny is,
another case I ordered (shipping from China) because of this mess may very likely arrive sooner than
this one with a "guaranteed" delivery date of TODAY from a local fulfillment warehouse. :/
7:05 PM
Brian Lance | Customer
Service
This package was
delivered on time wasn't it?
7:06 PM
Ummm, nope.
7:06 PM
Brian Lance | Customer
Service
Its just not there
correct?
“Delivered on: Monday,
October 28, 2019 On Guaranteed Delivery Date”
7:06 PM
Brian. If it's *not here,*
but the system says it was , that's delivered?
7:07 PM
Brian Lance | Customer
Service
It was delivered.
Yes.
7:07 PM
But it *wasn't!*
7:07 PM
Brian Lance | Customer
Service
As long as its
delivered its delivered.
It just wasn't
received.
7:07 PM
Brian. Dude. Delivered
= "here." "Not here" = Not delivered.
7:08 PM
Brian Lance | Customer
Service
But it * was *
delivered.
7:08 PM
Okay, "not
received" means ... what?
This is funny.
7:08 PM
Brian Lance | Customer
Service
Delivered = * not here
* = missing.
I know right. Its
funny.
7:08 PM
AH! So if it doesn't
show up by 8pm tomorrow ... we're going to say "It was delivered, but it
disappeared or was stolen, so we'll send you another one?"
7:08 PM
Brian Lance | Customer
Service
As long as its
delivered on our end its delivered but it hasn't been received.
7:09 PM
Okay ... "company
lingo," I guess.
7:09 PM
Brian Lance | Customer
Service
Yes we can resend
another one if its not from a third party seller.
7:09 PM
But I still don't have
my case for my $1000 phone (which I hope I don't drop until my case gets here!)
Lemme check ... Sold by: EasyAcc.A
Store <= does that mean 3rd party seller?
7:10 PM
Brian Lance | Customer
Service
Yes.
7:10 PM
So! NOW what?
7:10 PM
Brian Lance | Customer
Service
The only option for
third party seller products are refund.
7:11 PM
You *know* this thing
only cost $5.29, right?!
7:11 PM
Brian Lance | Customer
Service
Yes.
7:11 PM
So we're going to
leave it at: "If it's not here by 8pm tomorrow (well, if *I don't have it
in my hands* by 8pm, even if the computer *says* I do!) ... then I come back
here for a refund and I reorder another one?
7:12 PM
Brian Lance | Customer
Service
Yes John.
7:12 PM
Thanks for using my name so much, Brian. It soothes my nerves.
Please thank Alexa and Michelle for me?
7:13 PM
Brian Lance | Customer
Service
Hah hah. Sure. I'm really sorry that
is normally how it goes for packages that are delivered and not received on the
same day. We advise to wait up until tomorrow since package can either show up
or be found by the next day and if not we do process the necessary actions
available for the item.
I do want to prevent
this from happening again would you like to include or update the delivery
instructions on the account?
7:14 PM
Okay ... I still think
the "Guaranteed to be delivered by" needs some work ... YES -- I'll
have to update the delivery instructions to read: "HAND-DELIVER ALL
PACKAGES TO RECEPTIONIST, *NOT* MAILROOM" Do you think that would work?
( ... actually, I
thought I did that at one point already ... )
7:16 PM
Brian Lance | Customer
Service
Oh yea I can
definitely include that one and add a preferences on just deliver it to the
receptionist as an option on the account hold on.
Done.
Done.
We appreciate your
feedback on that one John thank you.
7:16 PM
And you'll be sending me a
complimentary AMAZON t-shirt for my troubles, right? :)
7:17 PM
Brian Lance | Customer
Service
As much as I would
love to give out a tshirt for you. Unfortunately I'm very limited to only
giving out promotional certificate will that work?
7:17 PM
Sure! Can I use it to
order another cellphone case?
7:18 PM
Brian Lance | Customer Service
Hah hah. Well, you can use it on
items that are sold and fulfilled by Amazon.
7:18 PM
... Ahhhhhhhhhhhhhh!!!
That's the trick, then ... I need to remember that "Don't order from 3rd Party
guys." Promo cert. would be great, thanks!
7:18 PM
Brian Lance | Customer
Service
Hah hah that's all good.
Anything else I can help you with today?
I'll send you the
promotional certificate information via e-mail okay.
For the case please do
contact us tomorrow if its still not found the next associate will assist you
on where we left off.
7:20 PM
Sure ... thanks for
your help ... I hope I don't drop my phone until 8pm tomorrow.
Brian also recommended a case by "RINGKE," which I also purchased ... and then ...
The
case arrived (again – I guess it ‘re-arrived’) -- 15 minutes after our
conversation ended.
I have also now updated my default "Special Delivery Instructions" to read:
I have also now updated my default "Special Delivery Instructions" to read:
UNDER PENALTY OF SEVERE HUMILIATION BY PYGMY CANNIBALS:
HAND-DELIVER *ALL* PACKAGES TO RECEPTIONIST, *NOT* MAILROOM" REPEAT: HAND-DELIVER TO FRONT DESK PERSONNAL *ONLY*
30 October Update: The 2nd cellphone case (the one Brian recommended) arrived today:
JM(M)