chris mcaleenan

I love Amazon and have been using Amazon Prime since it first came out. We order from them at least once a week, if not more. 99% of the time I have a great experience. When something does go wrong and I have to call customer service, however, it’s another story all together. I understand keeping costs low, and I’m even willing to tolerate crappy service, but I sure wish I didn’t have to.

Case in point:

Me: I’m a bit confused – it appears my Amazon Prime account has been cancelled. Do you know why this happened?

Offshore Amazon Customer Service: Yes, it has been cancelled.

Me: Right, I can see that, but I’d like to place an order. What is the reason it was cancelled?

OACS: It was manually cancelled.

Me: That’s strange, I know that I didn’t cancel it. Can you please reactivate it?

OACS: You will need to reactivate it by reapplying.

Me: Why do I need to reapply? Did it expire?

OACS: Yes.

Me: Oh, alright. Well when did it expire?

OACS: August, 2009.

Me: So it didn’t expire yet. Maybe it was manually cancelled after all? I don’t mind reactivating it if it expired, but I don’t want to pay twice if it was cancelled for some other reason.

OACS: OK, sir, please hold on while I look at your account. [pause 2 minutes] Sir? It was manually cancelled.

Me: So it did not expire?

OACS: Yes. I have reactivated it.

Me: Great, thank you! How do I use Amazon Prime on the order currently in my cart?

OACS: You will need to reapply for Amazon Prime.

Me: But you just told me that my Amazon Prime is reactivated and good until August, 2009.

OACS: It is good until August.

Me: Yes, but August 2009 is 10 months away.

OACS: Sir, I need two more minutes, because I need to talk to my supervisor regarding this.

Me: OK…

OACS: OK, sir, I need you to reapply for Amazon Prime.

Me: And I won’t be charged for this?

OACS: Correct.

Me: OK, I’m on the site now, but it asks for my payment option.

OACS: Yes, please enter your payment option.

Me: But I’m afraid that if I enter my payment option you will use that payment option to charge me.

OACS: OK, sir, please hold while I speak to my supervisor.

Me: OK, sir, your Amazon Prime membership has been reactivated.

[Indeed, Amazon Prime does work now]

Me: Great, thank you.

How strange.