Amazon Support - Episode 2

...things can just...disappear... | Thu, 2 November 2017

There follows the second saved exchange. This is actually only part of the conversation up to the first time I was disconnected. 


2 November 2017 12:12:38 Initial Question: Why has my delivery date been changed from "GUARANTEED 1st Nov" to "1st to 6th Nov"??? And when can I actually expect my Amazon Prime delivery???
2 November 2017 12:12:44 Amith has accepted the chat.
2 November 2017 12:13:00 Amith (CSA) : My name is Amith I'll be glad to help you today.
2 November 2017 12:13:14 Amith (CSA) :  Am I chatting with DAVID TW HUGHES?
2 November 2017 12:13:32 DAVID TW HUGHES : Hello. Please bear in mind that I am extremely annoyed at the moment, and that I hope you can deal with this in a professional manner, unlike Lir yesterday.
2 November 2017 12:13:36 DAVID TW HUGHES : Yes I am David TW Hughes
2 November 2017 12:14:12 Amith (CSA) : I really understand the concern, please allow me a minute while i check this for you.
2 November 2017 12:14:29 Amith (CSA) : Don't worry i will sort this for you.
2 November 2017 12:14:57 Amith (CSA) : xxxxxx are you referring to this item ?
2 November 2017 12:14:59 DAVID TW HUGHES : yes
2 November 2017 12:16:23 DAVID TW HUGHES : This was collected from the depot yesterday and sent out for delivery. At which point it seems to have gone missing. I have not yet received an explanation as to why the delivery failed, hence my irritation at the extension of the delivery window.
2 November 2017 12:16:29 DAVID TW HUGHES : This is unacceptable.
2 November 2017 12:16:45 DAVID TW HUGHES : And before you ask, no I do not want to cancel the order at this time. I want my product delivered today.
2 November 2017 12:16:55 Amith (CSA) : Just to confirm did you receive any email stating that the item would be delivered to you by 6th nov?
2 November 2017 12:17:00 DAVID TW HUGHES : No I did not.
2 November 2017 12:18:06 Amith (CSA) : Please allow me 2 minutes while i check this with the relevant team before i go ahead and  confirm the delivery.
2 November 2017 12:18:52 DAVID TW HUGHES lost connection with the network.

2 November 2017 12:18:52 Initial Question: Why has my delivery date been changed from "GUARANTEED 1st Nov" to "1st to 6th Nov"??? And when can I actually expect my Amazon Prime delivery???
2 November 2017 12:18:54 Amith has accepted the chat.
2 November 2017 12:19:23 DAVID TW HUGHES : the only email I have had is the automatic survey one. No other emails. My phone number is registered for text updates as well, and I have not had any of these either.
2 November 2017 12:23:05 Amith (CSA) : I really understand the issue. i check to see that the item was out for delivery yesterday and there were some unforeseen reasons for the delay in the delivery. I will right away contact the carrier and see that the item is delivered to you at the earliest.
2 November 2017 12:23:27 DAVID TW HUGHES : Can you enlighten me as to the reasons for this delay please?
2 November 2017 12:23:49 DAVID TW HUGHES : And that would be great, thank you.
2 November 2017 12:24:19 DAVID TW HUGHES : Although - this is what one of the agents yesterday said they would do, and it did not result in a successful delivery.
2 November 2017 12:25:19 Amith (CSA) : I'm afraid David as there was some issue with the carrier delivering it we have no information regarding the exact issue of the delay in the delivery. we apologize for the delay in delivering the parcel to you.
2 November 2017 12:27:19 DAVID TW HUGHES : Can I suggest that if this is indeed the case, where a failed delivery is given no explanation, then offering a PAID service for GUARANTEED delivery is inappropriate/
2 November 2017 12:28:47 Amith (CSA) : I will take this as a feedback and pass this information to the concern team to make sure that they update you regarding the delay.
2 November 2017 12:29:02 DAVID TW HUGHES is no longer connected.

2 November 2017 12:30:12 Initial Question: Why has my delivery date been changed from "GUARANTEED 1st Nov" to "1st to 6th Nov"??? And when can I actually expect my Amazon Prime delivery???
2 November 2017 12:30:13 Amith has accepted the chat.
2 November 2017 12:30:44 Amith (CSA) : Rest assured that the team will look in to this and make sure that this is not repeated.
2 November 2017 12:30:53 DAVID TW HUGHES : Sorry, lost connection for a moment there.
2 November 2017 12:31:06 DAVID TW HUGHES : Your security certificate is not recognised as valid by my browser.
2 November 2017 12:31:46 DAVID TW HUGHES : So are there any guarantees that this delivery will be completed today? Have you spoken to the assigned delivery driver?
2 November 2017 12:31:57 Amith (CSA) : I see that there might be some technical issue and thus the loss in connection.
2 November 2017 12:33:16 DAVID TW HUGHES : if you typed anything after "I'm afraid David as there was some issue with the carrier delivering it we have no information" I have not received it. fyi
2 November 2017 12:34:31 Amith (CSA) : I have spoken to the delivery carrier the item would be delivered to you by end of day today, if not delivered the item would be delivered to you by 7-nov.
2 November 2017 12:35:04 Amith (CSA) : Rest assured the item would be delivered at the earliest. we apologize for the delay in the delivery.
2 November 2017 12:35:26 DAVID TW HUGHES : the 7th november is unacceptable. I want a guarantee that the item will be delivered today.
2 November 2017 12:37:38 Amith (CSA) : I'm afraid DAVID i cant guarantee you the delivery today.i assure that the item would be delivered to you by end of day.
2 November 2017 12:41:29 Amith (CSA) : This chat has been idle for one minute. I may close this chat after one more minute. If it isn't convenient for you to reply to me at the moment, please contact us again later:
https://www.amazon.co.uk/contact-us
2 November 2017 12:41:49 DAVID TW HUGHES : I'm struggling to understand why this guarantee can't actually be given. I assume that the conditions of OFFERING a guaranteed delivery date/time is that you can track the packages and delivery drivers. I would assume therefore that AMazon would be able to contact those drivers and ensure that they are in posession of the goods to be delivered and that they are actually able to carry out that delivery. Is this a fair assumption? If you can't answer that, the please feel free to route me through to someone who IS able to answer that question
2 November 2017 12:44:50 DAVID TW HUGHES : The fact that Amazon hove now amended the order details and extended that window to the 7th indicates that Amazon themselves have no confidence in their own "guaranteed next day service" as advertised. Which is a deeply troubling state of affairs. Is there is the potential for this to occur, then WHY would anyone trust in paying for a premium,. preferential service that can just be ignored when the company deems it appropriate?
2 November 2017 12:45:56 Amith (CSA) : I really understand the concern you have David, let em check this with my resources and confirm the same with you.
2 November 2017 12:46:14 DAVID TW HUGHES : I've already had several issues with delvery agents acting inappropriately whben delivering packages - dunping them on the doorstep, leaving them under the car, refusing to use the nominated safe place and so on...
2 November 2017 12:48:07 DAVID TW HUGHES : So my major concern, with your inability to reveal WHY yesterday's delivery failed, is that yet again, an incompetent delivery driver has done something wrong. This is compounded by the fact that my wife had an Amazon Prime delivery yesterday that was routed through the same locations! So how did that one arrive when my order did not? I hope you can understand my frustration and concerns.
2 November 2017 12:50:27 Amith (CSA) : Please allow me 2 minutes i'm in contact with the relevant team.
2 November 2017 12:51:22 DAVID TW HUGHES : OK, thanks.
2 November 2017 12:52:17 DAVID TW HUGHES : If I'm pinging you occasionally, it's just to keep the connection alive - the chat window wants to close after two minutes.
2 November 2017 12:56:19 Amith (CSA) : I'm still here, please stay connected
2 November 2017 12:56:37 DAVID TW HUGHES : Please allow me to hold: My custom is important to you. The next available agent will contact me as soon as possible. Thank me for my patience.
2 November 2017 12:59:52 DAVID TW HUGHES : Aaallll byyy myseeeelf.... Don't wanna be....aaaaalll byyy myyyseeeeeellllf
2 November 2017 13:00:36 Amith (CSA) : Can you please allow me 2 minutes while i exactly check what can be done.
2 November 2017 13:01:38 DAVID TW HUGHES : Again, just pinging to keep the connection alive.
2 November 2017 13:01:41 DAVID TW HUGHES : no offence intended
2 November 2017 13:02:20 DAVID TW HUGHES : I just want to point out that my address has just had an amazon prime delivery - again, no watch.
2 November 2017 13:02:27 DAVID TW HUGHES : A delivery for my wife.
2 November 2017 13:04:26 Amith (CSA) : We do our best always to solve the issue David
2 November 2017 13:05:31 Amith (CSA) : Regarding the delivery there night be many possible unforeseen reason in the delay of any parcel.I have now contacted the carrier and see that the item has reached the wrong carrier location and hence the delay.
2 November 2017 13:06:08 Amith (CSA) : I will right away contact the carrier, i request you to please wait for 48 hours for the item to be delivered to you.
2 November 2017 13:06:23 DAVID TW HUGHES lost connection with the network.

2 November 2017 13:06:24 Initial Question: Why has my delivery date been changed from "GUARANTEED 1st Nov" to "1st to 6th Nov"??? And when can I actually expect my Amazon Prime delivery???
2 November 2017 13:06:25 Amith has accepted the chat.
2 November 2017 13:06:30 DAVID TW HUGHES : 48 hours???
2 November 2017 13:06:34 DAVID TW HUGHES : So four days?
2 November 2017 13:06:51 DAVID TW HUGHES : Where Is
2 November 2017 13:07:10 DAVID TW HUGHES : The carrier location is listed as Nottiungham. I am in Nottingham NOW.
2 November 2017 13:07:36 Amith (CSA) : I will make sure that it's delivered sooner that that,but as i son't want to give you any false promises i can't guarantee the exact delivery date.
2 November 2017 13:07:39 DAVID TW HUGHES : Please arrange for the driver to either leave my item at a location where I can collect it
2 November 2017 13:08:12 DAVID TW HUGHES : or arrange for another method by which I can collect my iutem myself.
2 November 2017 13:08:29 DAVID TW HUGHES : I am not prepared to wait 48 hours for an item that is already a day and a half late. That is preposterous.
2 November 2017 13:09:15 DAVID TW HUGHES : My wife has had TWO deliveries in the last two days that, according to the trakcing details, have been collected by drivers from the SAME location.
2 November 2017 13:09:33 DAVID TW HUGHES : Unless you have more than one location in Nottingham.
2 November 2017 13:10:38 DAVID TW HUGHES : One option that springs to mind is for the driver to leave my item at the nearest Amazon collection point. I can then collect the item from there.
2 November 2017 13:11:49 DAVID TW HUGHES : I am prepared at this stage to leave my place of work early, collect my own item and prevent any further negative experience for any of us here. Please take me up on this offer. I no longer care about any inconvenience to myself as long as I can be in posession of my item today.
2 November 2017 13:14:42 DAVID TW HUGHES : I am prepared to go anywhere in the Nottingham or Derby areas to achieve this
2 November 2017 13:15:07 Amith (CSA) : I'm really sorry David we do not have an option for the customer to go and collect the parcel from the carrier.
2 November 2017 13:15:23 DAVID TW HUGHES : You have click and collect locations around the region
2 November 2017 13:15:44 DAVID TW HUGHES : Have the driver drop the package off at one of those locations and I will pick it up.
2 November 2017 13:16:04 Amith (CSA) : I really understand  the concern regarding the parcel ,From my end i will contact the carrier and make sure that this is delivered to you at the earliest.

2 November 2017 13:17:12 Initial Question: Why has my delivery date been changed from "GUARANTEED 1st Nov" to "1st to 6th Nov"??? And when can I actually expect my Amazon Prime delivery???
2 November 2017 13:17:13 Amith has accepted the chat.
2 November 2017 13:17:25 DAVID TW HUGHES : You have ways to contact the drivers (or you can escalate to someone who can) - therefore please investigate to see which location can be used.
2 November 2017 13:18:21 DAVID TW HUGHES : I am trying to come to some sort of a compromise to achieve some sort of resolution. Please be flexible and work with me.
2 November 2017 13:18:49 Amith (CSA) is no longer connected.


OUTCOME: Disconnected


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