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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?
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.
Susan, I've looked into your account and could see that you joined Amazon instand video program instead of Amazon free trial period.
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)
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.