Its truly astounding! A parcel booked on the 13th of Oct to be delivered as a gift for my nephew’s birthday on the 18th of Oct 2015 has not been delivered yet today, 24th Oct 2015. The delivery needs to happen in Kolkata.
After 4 conversations done at the Amazon Helpline since 19th Oct, on the 20th/22nd(2) and 24th, nothing is known of the parcel and when is it going to be delivered.
As per the tracking system available online, it is clear that the package has been lying at the local office in Kolkata since 20th Oct 2015.
After talking to Mahesh, (Agent at the HL of Amazon) at 20:10 today its has been established that he has no further update. More ludicrous is that since the 20th of Oct, no one from Amazon has called the local office in Kolkata to understand why the package has not moved beyond that location. Mahesh claims that Amazon does not have the contact number of the local office of Amazon Logistics Team.
I am completely astounded by the following -
a) Till the 23rd of Oct the IVR claimed that the parcel will get delivered by 19th Oct 2015
b) Till date I haven’t received a single email/sms informing me of any delay.
c) I have so far been given 4 "date commitments" by each of the agents and not a single one has materialised.
d) Mahesh, who is the last agent I have spoken to has offered to give me a 100 Rs Gift Card for my continuing calling and follow up. In effect Amazon believes that all my time spent in chasing them is worth 1.58 USD as per current exchange rates.
e) Lastly after not being able to ensure that my nephew gets his gift, the agent offers me the option of "cancelling" the gift. This is the only option he can offer of compensate me for the pain caused till date. Seriously Amazon why do you bother?
Of course Mr Jeff Bezos its always good to know that you are aiming to create a Customer Centric Organisation. Well do let us know when you are ready to extend that to your India Operations as well.