Amazon Prime Video App & Web Site Rant

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networkn

Networkn
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#2306673 27-Aug-2019 11:27

surfisup1000:

Sorry, but I think you have fallen down the rabbit hole here.

If I were you, I'd just forget about it and go enjoy a nice coffee at the beach. I'm sure the problem will be resolved at some time.

This. Other than the miserable feeling you are probably pushing onto your CSR by being very rude, and passive-aggressive (Even if it's bourne out of frustration at the apparent lack of progress or apparent failure to understand your issue) , I guarantee it's not helping your issue get resolved any quicker. Your issue will be in a queue and someone will get to it when they get to it. It will largely depend on how many other people complain and what other priorities exist. It's a pretty small issue in the grand scheme of things, and for your own blood pressure and stress levels, I suggest you re-frame your issue to determine if it's really worth this level of engagement.

If you interacted with one of my staff like this, I'd politely refund your money and close your account.

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#2306683 27-Aug-2019 11:56

networkn:

surfisup1000:

Sorry, but I think you have fallen down the rabbit hole here.

If I were you, I'd just forget about it and go enjoy a nice coffee at the beach. I'm sure the problem will be resolved at some time.

This. Other than the miserable feeling you are probably pushing onto your CSR by being very rude, and passive-aggressive (Even if it's bourne out of frustration at the apparent lack of progress or apparent failure to understand your issue) , I guarantee it's not helping your issue get resolved any quicker. Your issue will be in a queue and someone will get to it when they get to it. It will largely depend on how many other people complain and what other priorities exist. It's a pretty small issue in the grand scheme of things, and for your own blood pressure and stress levels, I suggest you re-frame your issue to determine if it's really worth this level of engagement.

If you interacted with one of my staff like this, I'd politely refund your money and close your account.

This whole did start off calm and collected from my end. It was they who cancelled the first chat half way through.

Yes over time, nearly 2 months now, I have escalated my emotions as nothing was going no where fast with repeats of do this and do that.

So what do you expect.

Though I do agree with @ surfisup1000

Whilst the difficult we can do immediately, the impossible takes a bit longer. However, miracles you will have to wait for.

eracode

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#2306692 27-Aug-2019 12:35

The nature and tone of their responses to you are very similar, albeit on a smaller scale, to the responses I have been getting from Spark Sport Support over the past two weeks regarding SS RWC app and LG Smart Tvs. Pathetic and infuriating.

Sometimes I just sit and think. Other times I just sit.

FineWine

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#2306848 27-Aug-2019 16:27

And the "Rabit Hole" gets deeper.

Hello *********  I'm truly sorry to hear that you haven't received a registration code to register your iPad to your Amazon Account.  I've checked my resources and I'd like to inform you that you'd not receive any registration code on your iPad. I'm sorry for the incorrect information provided.  You'd need to download the Prime Video app and simply register your device by signing-in to your Amazon Account on the Prime Video app.

I have lost count of the number of times they have asked me to uninstalled, reboot, download, reinstall their app and register/login - it seems to be "when in doubt the stock answer" when they don't know the true answer or fix.

This time they sent me a link to an online email form with my details already filled in - that's a first.

Whilst the difficult we can do immediately, the impossible takes a bit longer. However, miracles you will have to wait for.

Paul1977

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#2307222 28-Aug-2019 12:03

I've found their technical support shockingly bad the one time I dealt with them.

I'd just purchased a 4K TV, but none of the titles that were meant to be 4K HDR would play as HDR or go over 1080p.

I chatted with a couple of different helpdesk people, and none of them could figure it out.

It turns out Amazon (stupidly) has the 4K versions listed in a separate category, so you actually have to hunt out the 4K version manually. I had just been selecting the standard title and assuming it would behave like Netflix and just give me the 4K HDR stream if my TV supported it. None of their help desk team seemed to know their catalogue was setup this way.

allan

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#2307228 28-Aug-2019 12:09

I'm down a similar rabbit hole with Microsoft support where Support Team A who understand my issue (an automated setup process completed improperly), are unable to escalate my issue to Support Team B who really need to deal with it, but when approached by me declare it's not them. I've let slide for some weeks, because 10 attempts to get it resolved is nine too many and is just exhausting.

Lego

Shop now for Lego sets and other gifts (affiliate link).

FineWine

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#2307789 29-Aug-2019 13:23

Well I think the Rabbit hole got a bit smaller and we have made progress today. Was email contacted to contact them again this time by phone. Trouble is their phone contact system only works within the USA & territories and Canada. So it was back to Chat - again

BUT

After being passed around 3 CS persons I was passed onto Carlo. The entire chat lasted 57 minutes (though I did note that all times were PDT)

The 1st CS person, Shine, lasted 5 minutes after I asked her to read the Ticket Number history
The 2nd CS person, Sutha, lasted 17 minutes and who did not read the history so I had ready a potted 2 A4 page history which I pasted into the chat
The 3rd CS person, Lalit, lasted 9 minutes and just asked "Can you please explain your query?" so again I just pasted the 2 A4 page history into the chat

That 3rd CS person, Lalit, then asked again:
Lalit: Can you simply explain what's the issue?
ME: can you not read the above or my history of 2 months of this
ME: Just “loop in your technical team” as you have promised on MULTIPLE occasions but NOT done.

Then I got passed onto Carlo who was the first CS person to grasp the problem fully without asking stupid questions.

Carlo (Amazon): Hi! my name is Carlo from Amazon.
ME: hello
Carlo : Let me try to pull up the ticket Id you provided. Just a minute.
ME: thx
Carlo : So, you are adding some videos on watchlist using your IPhone and IpPad, but they are not syncing when you try to access them on your IMac, right?
ME: correct but it happens in both directions
ME: I mainly browse on iMac and add via the browser as it is easier but then they do not sync with app
Carlo : I see.
Carlo : I believed those video that you added should sync on your devices.
Let me check the ticket further if there is an update to it.
ME: ok
Carlo : Upon checking here, our developer still working on it, and they are still searching for a resolution. Does the App that you are using are up to date?
ME: OS 12.4.1
iPad 6th Gen
App version 7.33.3718.3
Carlo : Thank you.
ME: iphone 7 as well
Carlo : Is this the first time you have encounter this issue for the watchlist that does not sync on the other device?
ME: it has been going on since July 2019 when I first started to seriously adding to my Watch List for the first time.
Carlo : Does both device registered in one account?
ME: yes all under ********@xtra.co.nz ******* ******
ME: that email address covers all my amazon (store, kindle & video) on desktop, iPad & iPhone
Carlo : I see. Thank you.
Carlo : In this case, I will communicate this with the our developer and let them know you contacted us back.
Once we have the update we will get back to you as soon as possible.
Carlo : Currently our developer are working on a fixed as we need to dig deep with the issue so we can check and see what went wrong.
Can I have the best phone number that we could reach you?
ME: +647********** Home Number
Carlo : Thank you.
Carlo : I will create a personal follow up on this and keep an eye on this issue. In the event we have the update within 24 hours. I will contact you or send you an email. Would that be fine?
ME: Thanks, I look forward to a resolution

END CHAT

This is the first that the word developer has ever been mentioned. Though they have promised on multiple occasions to “loop in their technical team”

So back to waiting again, hopfully only 24 hours this time. 😀

Whilst the difficult we can do immediately, the impossible takes a bit longer. However, miracles you will have to wait for.

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