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897 posts

Ultimate Geek

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# 255498 14-Aug-2019 15:23
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The gripe with amazon.

 

 

 

My Watch List does not sync between my iDevice iOS App and my browser based web site account. Everything else works great, amazon store, Kindle and the rest of my Prime Video account.

 

 

 

I initially had an on-line help desk customer service chat, but that ended in absolute dismal failure where the customer service agent cancelled the chat half way through as if it was too hard. I waited a week and started another on-line help desk customer service chat this time with a lot more success, in that my problem was escalated, one step up, with the promise of a 24 to 48 hour get back to me correspondence. That did not happen. But I had been sent a Ticket number. So a week later I emailed them and they replied. I replied to them, they replied to me and I have replied again to them.

 

 

 

The huge problem for which these customer service people can not get past is that they REPEATEDLY ask me to do the same things over and over again even though I have repeatedly told them what I have already done. I have even told them that I have a history of software coding and IT education. It does not seem to get through that this problem needs to be further and further escalated up the ladder and that it is not a problem at my end but their end. It does not help that English is not their first language nor that they are stuck and focused on the “On Screen Help Desk” scripts.

 

 

 

Amazon needs to get this area of Customer Service Help Desk right. It is letting them down badly.

 

The gist of the correspondence. (This is in reply to the latest email correspondence.)

 

Thank you for your follow up. But lets just go over a few areas of your reply.

 

 

I understand you are facing difficulty to sync the watch list on website and ios Prime video app. I'll check this for you.

 

 

 

YES that is exactly my problem that I have repeatedly said in all previous correspondence.

 

 

 

I have checked our resources and confirmed that once you add video to watch list on website it should sync across all of your registered devices for the same account.

 

 

 

That is my belief as well, which I have repeatedly said in all previous correspondence.

 

 

 

I have just mentioned the steps to add videos to watch list and access it on Prime video app for your reference.

 

 

 

In case you are following the same steps and they do not work, I request you to please follow the simple steps mentioned below.

 

 

 

1. Please ensure the website account log in and Prime video app are same.

 

2. First add video to watchlist on website

 

3. Reinstall the video app on iOS.

 

 

 

Check to see if it resolves the issue.

 

 

 

AS I HAVE REPEATLY STATED IN PREVIOUS CORRESPONENCE

 

 

 

4 - I have repeatedly de-registered my iPad, iPhone and signed out and ensured they do not appear in my Account Settings - Your Devices page via the browser. Also signing out of the browser site as well. I have deleted the Prime Video App off my iDevices. 

 

 

 

5 - Reinstalled and signed back in via each device one at a time. Both devices appear in my Devices page via my Amazon Video browser site page.

 

 

 

ALL devices names are the same.

 

 

 

6 - I have signed in using the same account name and email and password.

 

 

 

The steps for your reference to add videos to watch list. Open the video details for a movie or TV show to view Watchlist options:

 

 

 

- To add a video to your Watchlist, select "Add to Watchlist" in the video details.

 

- To delete something from your Watchlist, select "Remove from Watchlist" in the video details.

 

 

 

You can access your Watchlist on all your connected Prime Video devices:

 

 

 

- From Your Computer: Go to https://www.amazon.com/video and select "Watchlist" in the top menu.

 

 

 

Note: Any titles included with Prime that will not be available after 30 days will include a message to let you know.

 

 

 

     

  • From the Prime Video app: Select "Watchlist" from the menu.
How do you think I have been adding titles to my Watchlist in the first place and therefore how do you think I know we have a sync problem if I did not know how to add titles to my Watchlist - that is just being insulting.

 

 

 

If you still face any trouble after performing the above steps, then it seems to be technical issue which needs real time troubleshooting via phone or chat, we can also loop in our technical team into this issue and get the best possible solution for your problem.

 

 

 

Real time phone or online chat troubleshooting is not going to solve this problem. Because all you are going to ask me to do is exactly what I have been doing, REPEATEDLY. You state that this "then it seems to be technical issueYou are quite correct. This is a “back end” server problem to do with my account. 

 

 

 

Therefore this is no longer my problem but an amazon problem.

 

 

 

A bit of historical knowledge concerning myself.

 

 

 

I have been dealing with computers since the mid nineteen eighties. I learnt the Microsoft Basic software language so I could write code for my Ten Pin Bowling League. I have built my own computers multiple times. Over the past two and half decades as a registered nurse one of my specialities was to educate follow nurses in the use of medical patient equipment and medical patient software programs. Now that I have retired and though I am not a professional software coder, per se, but I do write code as an unpaid hobby for a professional software company in the USA. I also beta test this companies software. I have been a past beta tester and wrote Add-ons for Firefox.

 

 

 

SO PLEASE DO NOT TREAT ME LIKE AN IDIOT !!!!!

 

 

 

I know when there is a problem somewhere in the server network software that sync’s information between the Prime Video iDevice App and the Prime Video browser based website. This problem may or may not be unique to my account. That has yet to be determined. It seems it just affects my Prime Video account Watchlist only. All other components of my amazon account do sync correctly - my amazon store account, my  amazon kindle account and all other aspects of my Prime Video account all link up and behave nicely with each other whether via an IDevice App or browser based web site.

 

 

 

(we can also loop in our technical team into this issue) This problem needs to be escalated to the main IT department based in the USA to a technician whose primary language is English, has at least some form of a degree, or greater, in computing or software or networking or IT management AND who can think outside of the box and is NOT following on screen scripts which are designed for simple Help Desk problems (and serve that purpose well). This problem has gone past those on screen scripts.

 

 

 

So to whom ever this is escalated to, please read FULLY and UNDERSTAND ALL my correspondence including the initial online chat I had with Vignesh M, then email correspondence with Praveen K and Lorina.

 

 

 

Cheers

 

 

 

OK end of Rant 😠

 





iMac 27" (late 2013), Airport Time Capsule + Airport Express, iPhone7, iPad6, iPad Mini2

 

Panasonic Blu-ray PVR DMR-BWT835 + Panasonic Viera TH-L50E6Z, Chromecast Ultra, Yamaha AVR RX-V1085


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897 posts

Ultimate Geek

Subscriber

  # 2299305 14-Aug-2019 15:25
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Oh dear I do not know want happened to the above formatting it looked ok in the preview.

 

Sorry





iMac 27" (late 2013), Airport Time Capsule + Airport Express, iPhone7, iPad6, iPad Mini2

 

Panasonic Blu-ray PVR DMR-BWT835 + Panasonic Viera TH-L50E6Z, Chromecast Ultra, Yamaha AVR RX-V1085


183 posts

Master Geek


  # 2299346 14-Aug-2019 16:17
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Although I agree they could have handled your situation better,

 

Passive aggressiveness really isn't the way to resolve any issue.

 

Working in a Helpdesk environment myself, the way in which you handled the conversations was very confrontational and will most likely lead to a slower than usual resolution.


 
 
 
 




897 posts

Ultimate Geek

Subscriber

  # 2299354 14-Aug-2019 16:29
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Mistenfuru:

 

Although I agree they could have handled your situation better,

 

Passive aggressiveness really isn't the way to resolve any issue.

 

Working in a Helpdesk environment myself, the way in which you handled the conversations was very confrontational and will most likely lead to a slower than usual resolution.

 

The above was the latest correspondence and yes it was slightly confrontational. But after two online chats and a further two email correspondence with every time them either not reading the previous correspondence or not understanding or just ignoring and repeatedly asking me to do the same thing over and over again - WHAT DO YOU EXPECT ⁉️

 

Say cheese - do you want fries with that.

 

No, I believe my tone was just right.





iMac 27" (late 2013), Airport Time Capsule + Airport Express, iPhone7, iPad6, iPad Mini2

 

Panasonic Blu-ray PVR DMR-BWT835 + Panasonic Viera TH-L50E6Z, Chromecast Ultra, Yamaha AVR RX-V1085


1707 posts

Uber Geek


  # 2299365 14-Aug-2019 16:48
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The web site you go to is different to the one I go to on computer.

 

 

 

https://www.primevideo.com

 

Don't know if it will make any difference, but can't hurt to try.




897 posts

Ultimate Geek

Subscriber

  # 2299371 14-Aug-2019 17:06
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iMac 27" (late 2013), Airport Time Capsule + Airport Express, iPhone7, iPad6, iPad Mini2

 

Panasonic Blu-ray PVR DMR-BWT835 + Panasonic Viera TH-L50E6Z, Chromecast Ultra, Yamaha AVR RX-V1085


1707 posts

Uber Geek


  # 2299379 14-Aug-2019 17:48
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I know what they said, but it won't hurt to try other one.

 

Maybe the TV applics are using Prime Video, where as Amazon/video is a different data base.

 

I tried logging in using the Amazon one and it was going to send a verification Email, maybe because I was logged into the Prime one, so didn't proceed, but as yours is not linking watch list nothing to lose by trying.

 

The Prime Video one doesn't have watch list but has "Watch next TV and movies" and contains stuff I have added there and can be edited.

 

Edit: Found watch list by clicking on picture of person to right of search box.


1270 posts

Uber Geek


  # 2299429 14-Aug-2019 20:10
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Having used prime video a bit over the last month (signed up for prime day), my biggest complaint is finding stuff to watch.

 

The website and app are filled with titles which say "this title isn't available in your location" when I click into them. If the only stuff I can watch is in the "watch while abroad" category then stop showing me all of the the other useless categories. 😬





rm *


 
 
 
 




897 posts

Ultimate Geek

Subscriber

  # 2299639 15-Aug-2019 11:13
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Received another email last night from Customer Support.

 

I'm Nirikshana from Amazon digital support and I'm following up with your recent email.

 

I've right away forwarded your comments as feedback to our developers and leadership team and I'm sure they will work on your feedback.

 

Our team is regularly working on customer experience to meet your needs in the best and fastest way possible and also we will make every effort to evaluate the information you have provided, and try our level best to lead it to feature changes or enhancements.

 

I understand your concern with the Prime video app's on your iOS devices not syncing with the website. I'm sorry for any inconvenience this has caused.

 

I appreciate you tried troubleshooting the issue. However, I request you to contact us on live medium so that we could create a ticket and escalate the issue to our technical team to investigate.

 

Situations such as this are rare, and our goal is to help resolve any problems you encounter as quickly as possible.

 

I contacted them this morning via online chat. I quoted the Ticket number and asked the CS person to read ALL correspondence prior to commencement of chat for which the CS person did. It was a very short chat with the result that the Ticket had already been past on to their Technical Support Team with a time frame of 3 - 5 working days before a Technical Colleague will get back to me.

 

So far so good and I'm looking forward to sometime next week hearing back from them.

 

 





iMac 27" (late 2013), Airport Time Capsule + Airport Express, iPhone7, iPad6, iPad Mini2

 

Panasonic Blu-ray PVR DMR-BWT835 + Panasonic Viera TH-L50E6Z, Chromecast Ultra, Yamaha AVR RX-V1085


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