Amazon Seller Support Seems to be Managed by Bots, Causing Time Inefficiencies for Sellers
Dear Amazon Customer Experience Team,
I am writing to express my concerns about the support process. Whenever I seek help, I am directed to an AI bot that provides generic answers and links. Unfortunately, these answers do not resolve my issue, and the links are often inaccessible. This creates a frustrating loop that repeats without any resolution.
I understand the need for AI to improve efficiency and performance. As AI evolves, customer interactions can indeed help train the system. However, there needs to be a limit. Customers' time is valuable, and if an issue remains unresolved after several attempts, it should be escalated to a human support representative. Currently, the process feels like an endless loop. How can we break free from this cycle?
Thank you for your attention to this matter.
Amazon Seller Support Seems to be Managed by Bots, Causing Time Inefficiencies for Sellers
Dear Amazon Customer Experience Team,
I am writing to express my concerns about the support process. Whenever I seek help, I am directed to an AI bot that provides generic answers and links. Unfortunately, these answers do not resolve my issue, and the links are often inaccessible. This creates a frustrating loop that repeats without any resolution.
I understand the need for AI to improve efficiency and performance. As AI evolves, customer interactions can indeed help train the system. However, there needs to be a limit. Customers' time is valuable, and if an issue remains unresolved after several attempts, it should be escalated to a human support representative. Currently, the process feels like an endless loop. How can we break free from this cycle?
Thank you for your attention to this matter.
3 respuestas
Roberto_Amazon
Hello! @Seller_kUzakg1k3vPbX
Thank you for using the Forums. I acknowledge that AI could limit the support you are provided, your feedback on this matter is always appreciated and help us understand where we need to improve.
I'd like the opportunity to help you review any outstanding and recent case in which you need additional support. Feel free to share the case ID here.
Looking forward to hearing from you.
Roberto
Seller_hfBKEFjLcjGAA
Could not agree more with you. Have had an abysmal exerperience with multiple unrelated answers to my questions which have been expressed simply and clearly.
The bigger the frustration that we are the brand owner and manufacturer trying to retain our own barcodes printed directly on our tubes and bottles, which other sellers have uploaded incorrectly and stopped selling.
All we want is the correct legal information for our own products but the implied answers that keep coming back are that we have to change the barcode... Do you know how many thousands that costs to re-run printing plates, or apply a sticker to our own produced product, just because we are unable to get a way to proceed through Amazon help?
Roberto, I wonder if you are able to help us? Our case ID for this particular one: 10017882682 and 10017953602... that is just two of many; previous ones we have had to resolve by completely changing the barcode, but for this one we cannot. This particular product in the catalogue also has certifications incorrectly applied to it which are illegal, which I did not yet get round to approaching the bot about! Thank you for any help.
