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08 November 2011 @ 11:30 am
Tell me what is wrong with this chat transcript  
...hint: did this need to take thirty minutes?


You are now connected to Kaustubh from Amazon.com.
Me:Hi, I was trying to sign up for a trial month of Prime membership and every time I clicked on "get started with a free trial" it took me to the regular Prime signup page. Then it said my card had already been charged (rather than "credit card will be charged in a month if you don't cancel"). Am I ineligible for the Prime trial because I previously had Amazon Mom? Or can I still have a free trial month?
Kaustubh:Hello, my name is Kaustubh. I'll be happy to help you today.
Can you hold for a minute or two while I research this for you?
Me:sure
Kaustubh:I'm sorry for the long wait. It's taking some time.
Me:it's no problem
Kaustubh:Thanks for being on hold.
Susan, could you let me know if you had any other account in which you had Amazon prime benefits?
Me:No, this is my only Amazon account. I had Amazon Mom for about eight months and included my husband's account in the free shipping benefits for that one.
Kaustubh:Okay.
Susan, I've looked into your account and could see that you joined Amazon instand video program instead of Amazon free trial period.
Me:argh.
Does the Amazon free trial period include the video program?
Kaustubh:No Susan.
Instead, I can cancel this program and you'll be refunded in full.
Me:I swear, I kept clicking on free trial and it kept bringing me to the SAME page, so that's the one I went with
But the regular Amazon Prime with the free shipping DOES include the video program, right?
So if I got the free trial and let it charge me after a month, I would get the video program then?
Kaustubh:As a one month free trial member of Amazon Prime, you can access Prime instant videos by logging in to your Amazon.com account associated with your Amazon Prime membership.
Me:Okay, how do I get the free trial then, after you have cancelled the other program?
Kaustubh:You can rejoin the free trial period.
I'll send you an email with instructions to join it.
Me:Thank you
Kaustubh:You are welcome.
Is there anything else I can assist you with today?
Susan, should I proceed with the cancellation?
Me:yes, please proceed with the cancellation
Kaustubh:I have canceled the Instant Video subscription, Susan.
Me:Thank you
Kaustubh:You’re welcome! Is there anything else I can help you with today, Susan?
Me:Now how do I get the trial membership without being redirected to the instant video signup page again?
Kaustubh:To become a member of Amazon Prime, visit our sign-up page:
Me:this is the same page I signed up through before, though.
and when I click on "get started" it asks me to authorize the charge of $79 with no mention of a trial membership
Kaustubh:Okay, Susan.
Let me check that again.
Thank you for waiting, Susan.
Our records indicate that within the last 13 months, you are currently or have previously been a paid or trial member of Amazon Prime on your current account or a previous account.
Hence you will not be able to get the Prime one month free trial.
Me:That WAS my original question.
thanks for the info.
Kaustubh:Is there anything else I can help you with today, Susan?
Me:no thank you.
Kaustubh:Thank you for contacting Amazon.
We hope to see you again. Have a great day, Susan.

 
 
 
ninquelosse: Havensninquelosse on November 9th, 2011 01:34 am (UTC)
oy.
Gold Oystergoldoyster on November 9th, 2011 02:27 am (UTC)

How frustrating.

Kathy: veronica laptopsemibold on November 9th, 2011 05:56 pm (UTC)
the formal, robotic nature of their responses makes me suspect you weren't even dealing with an actual human, but a bot. i'm pretty sure they're using automated scripty things for some customer service stuff.

Which is possibly even more maddening.
...marching on, with this target on my chest.: Menacing Sweeneypuffpastry on November 14th, 2011 06:22 am (UTC)
It's a chatbot. ALL customer service is chatbots. They are not real people. I get the same exact thing when I try to get live customer service from Earthlink, Excel Energy, Qwest, everyone. And they will SWEAR up and down and back again that your'e not talking to a robot, but you are. They lie.