[masraum]

Sometimes, you just really need to "talk" to someone to solve an Amazon problem. I've had items that were ordered, but never arrived. It seems that most time they never got to the shipper, but the most recent time, they seemed to have been lost by the shipper (UPS in this case) en route.

I have, I think, once, spoken to someone on the phone, but most of the time, I'd prefer to chat. That's always worked for me. I'm fairly certain that I've always spoken to someone in a foreign country (India most likely or maybe someplace else). It's always taken a bit but that's always solved the problem.

Today when I tried to get into the chat, I got a chat-bot. My first reaction was "great, this is going to suck." I have to say, the chat-bot was so much faster and easier than an actual person. I'm sure a bunch of folks have been laid off because of the chat-bot. Fortunately, most of them will be able to move on to another phone support job. I suspect having Amazon on your resume is a good thing.

I checked the other day and the site said "your items have been delayed. If they have not arrived by tomorrow, contact us and we'll either refund or replace the order." There were two items in the box. I searched and found one of the items. The bot realized that there were 2 items in the same box, and said gave me the option of refunding or replacing both items. I chose to replace and an order was immediately processed at no charge. The whole process took <1min. It would have been at least 5 min, but probably 10-15 mins if I'd been chatting with a person.