Amazon.com Complaint - 45 Minutes on the Phone, 5 Actually Talking to a Person
My husband bought me a Kindle Fire, which arrived on Tuesday. As a part of the deal, Amazon gave me a free month of their Prime service. One of the perks, as you probably know, is that there is a number of movies you can stream for free. I have happily been able to do this on my Fire for the past several days.
This morning, however, when I wanted to watch something while eating my breakfast, the option to just watch for free was not available. It was only giving me the option to buy an episode. I checked my account and it was good through December 15. I checked my wi-fi connection and rebooted the Fire, with no luck.
Finally, I called Amazon customer service. After about 5 minutes on hold, I got a person. I explained the problem and she ended up transferring me to their Kindle department. After another 10 minutes on hold, I got the second person. She ended up putting me on hold twice, for periods ranging from 5 to 10 minutes each. Every time she returned she had me repeat the initial troubleshooting actions I had done before I even placed my calls (reboot, check wi-fi, etc), putting me on hold after each unsuccessful step. Finally she said she couldn't help me and would have to transfer me to the Amazon Video department.
After 25 minutes (!) on hold, the person from the Kindle department comes back on the line and says that she couldn't reach anyone in the video department, but she had sent them a form with the nature of my problem and they would call me back. That was 4 hours ago and I have not received a call from anyone. About 30 minutes after I hung up with Amazon, my prime account was working again. Don't know what happened or anything, but I'm rather disappointed in the service I received from Amazon's customer service department.
I understand that sometimes you have to be transferred to a different department, but it should never take 25 minutes of hold time, and I shouldn't have to count on having someone from the CS department call me back because I know and you know that it'll never happen.