Mounika:Login : Mounika Location : HYD Hello, Thank you for contacting DART. Could you hold for a minute while I research this for you? Hello, my name is Mounika. Im a member of the leadership team here at Amazon. Ill be happy to help you today. Me:Hi Mounika. Mounika:Hello Criag First of all, please accept my sincere apologies for the inconvenience caused to you thus far. Me:Are we getting close to a resolution yet? Mounika:Yes Craig I request you appeal for a claim It will be re opened and investigation will be definitely done Me:I cant do that from the link I was provided. There is no option for me to do it. Mounika:Im sorry, Im submitting a form to concerned department so that your claim can be investigated again Is there anything else I can help you with today? Me:What is the concerned department? And why cant this be resolved as I was promised on July 23rd? Mounika:This is the team who investigates regarding the order with sellers We have reviewed your case and notice that your claim was denied because the tracking number for this order showed delivery with signature at the address that we have on file for you. Please donot worry, Ive contacted the department and theyll get back to you Me:Im going to scream. And wake up my 4 sleeping children. What will this concerned department get back to me about? Mounika:Im so sorry Craig They will investigate with seller and carrier, theyll contact you with complete details If your claim is approved theyll issue refund Me:Wait…this was already approved for a refund! Why is another investigation necessary? Mounika:The claim was not approved for refund. The claim was denied. This is the reason, you have not yet received refund Me:Ummm…no. Stand by. Ill cut-n-paste something for you. Mounika:Ive checked our previous chat correspondence and Im sorry for incorrect information you received from our colleague ==== PREVIOUS CHAT WITH AMAZON (JULY 23RD) ==== Me:Sonya:Thank you. Thank you so much for holding. I can just imagine how frustrating this is for you. Not to worry what I will do is to file a Guarantee Investigation assistance claim for you. I can assure you that with this claim popup will be reimbursed. Me:Uhhhh…sorry to be a pain, Sonya…but what does that mean? :) Sonya:Its another claim for customers who have issues with sellers order. If the A-Z claim is close then we normally file this claim Me:Thats interesting. The email I got tonight from Saranya didnt mention any other level of escalation being available. Sonya:We normally file an A-z and if that claim is denied we file the Guarantee Investigations assistance claim. Me:Can you give me a bit more detail on what a Guarantee Investigation claim does? Is it a guarantee that Ill get a refund for this transaction? Sonya:It is a guarantee that you will be reimbursed. ==== END PREVIOUS CHAT WITH AMAZON (JULY 23RD) ==== Mounika:Well make sure to coach the agent Me:Really? So this whole time (a month), Ive been waiting for my refund, and youre going to COACH THE AGENT??
Posted on: Fri, 22 Aug 2014 04:37:00 +0000
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