Re:I bought a Switch from Nintendo and they threatened me wi...
by beerbaron23 on Thursday November 09, 2017 @05:50PM
(#15666428)
What is happening is that they are telling you to restart it and to call back later because that's there main goal, to get you off the phone asap in any way possible. Most of the time you get the "authorization" when the call center is not as busy and the rep is allowed to take time (with you on hold) to fill out the return info and follow through with what they should have done during the first call.
I wouldn't get angry at the rep, it's the managers that pressure this kind of behavior in full force, if it's busy and you are on the phone for more then 4 mins, a manger comes over and stands behind you and tells you what to say to end the call even if it doesn't make sense and guaranties the customer has to call back...
To get the best level of service you have to call when it's not so busy. Never call on a Monday or early in the morning, that's when it's the most busy. Slow times are Wed-Fri 1:30pm to about 6pm then anytime after 10pm. Sundays are a good bet if the place is open, although usually most of the reps that work on the weekend are new/less skilled hence prone to make more mistakes.
I’ve returned a fair amount of things to amazon. I had previously even received actual incorrect products in the packaging of the product I ordered (someone probably returned them to amazon as a scam) and I was able to return them without question. Easy peasy.
When I tried to return a Kindle Paperwhite that froze up every couple hours however that was a different story. I wasn’t allowed to just return it, I had to talk to support.
First call they had me powercycle it and told me to call back if it froze again. It did. I had done this myself to get it unfrozen many times.
Second call they had me factory reset it and call back if it froze again. It did. I had already done this myself.
Third call they ask “is it frozen right now?” It wasn’t. They tell me to call back when it is frozen.
Fourth call, I have it frozen, they ask me what I see and tell me to tap things to which I explain I cannot, it’s frozen! They then have me power cycle it and try to insist that that fixed the issue. I explain no, I have had this happen like 40 times now. I explain the process I’ve been through with support.
Finally they agree to give me a return authorization!