Hillary

Go get a coffee. This is a month-long tale, so I’ve broken it up into a timeline:

December 26: Email from Boppin, Amazon was selling the new Keith Richards album, Cross-Eyed Heart, for $8. Sweet!

December 29: I went to order, it was already back up to $15. I clicked New sellers… Amazon themselves were $8! Why the two prices? I dunno. Can they even be secondary sellers on their own site? I also ordered Baroness – Purple and Rolling Stones – Sticky Fingers 2CD. It was enough to get free shipping.

January 4: Baroness and the Stones shipped. No Keef.

January 8 (I think): I called Amazon. The guy seemed baffled in general, not just about the order, but said it would be shipping on January 11th. I said “why isn’t it already shipped? It’s In Stock. It has always been In Stock. It should have come with the rest of the order, right?” He had no answer. He said it was coming soon.

January 11: It did not ship.

January 18: Still hadn’t shipped. I called Amazon again. I said “Where is my CD? What is going on?” The lady said it would ship soon and should be here by the 27th. That’s just shy of a month since I ordered it!  I said “like hell it will. How does it take you a month to ship me a CD that is still In Stock. It has never not been In Stock. It’s a brand new release. It’s Keith Richards of the Rolling Stones, not some rare thing. All it takes is for someone to go into your warehouse, get a copy, and put it in an envelope with my name on it and drop it in the UPS bin. Why can’t you simply do that?”

She apologized and bumped it up to Priority. Later that night I got an email saying they’d changed the order status (which I already knew from the phone call), and it gave a delivery date of anything up to the 27th anyway! So much for priority.

January 22: It was still not shipped (do they know what Priority means?)! When I called again, they still had no good answer, so they got a good rant from me about how it was taking them a month to ship me one bloody new release CD. This time the lady, Lailani, promised to personally call me on the 27th to confirm I’d received it. I told her if it arrived on the 27th, she’d be receiving an official complaint from me about their service when she called.

January 27: No CD. No phone call. Then, late that night, the CD shipped.

January 28: The CD arrived late afternoon. UPS left it in a clear plastic bag tied to my front door.

I called Amazon, because I could not find anywhere on their website to actually leave Amazon feedback on an order, like you can do for secondary sellers. I wanted to spit-roast them in my review. Turns out, you’ve gotta call them. By now I’m an old pro at calling Amazon.

I got Hillary, in Kentucky, and gave a 0-Star review, and told this whole tale.

Hillary made it all better.

She was truly appalled it took this long. Apparently yes they can be secondary sellers on their own site, but it still just comes from their own warehouses, so she saw no reason it didn’t ship.

She was shocked that none of the other three customer service reps I spoke with tried ordering it again to get a new one to ship and then just cancelled the first order. She was really sickened that that lady did not call me when she said she would. She wasn’t acting, she was horrified!

Here’s what she immediately did:

1. Refunded me the full charge on the CD.
2. Gave me a $10 credit on my next Amazon order.
3. Sent my 0 Stars review on the order to her management.
4. Sent notice to the no-phoneback lady’s management for follow-up.

So then as the conversation went on, and to try to helpfully illustrate how I could understand it with a secondary seller (but not Amazon), I told her my story about the 2TB hard drive (you’ll recall my post about that), and how the seller absconded with my money while I waited two months. I was sure to include that Amazon stepped up and refunded my $70 right away. Then I finished with how I’d had to re-order at their higher price ($115) for the same thing.

She couldn’t believe the rep I dealt with at the time didn’t offer to order me one from their own stock and just price-match it.

Here’s what she immediately did:

5. She refunded me the $45 difference (plus the taxes)  to price match my Amazon 2TB hard drive down to the $70 seller’s price.

Wow.

In Sum:

I spent a month pretty mad at Amazon. I spent way too much time on the phone trying to get answers, and they still couldn’t even ship me a new release CD in under a month. More frustrating, for the time wasted versus money spent, I could just have walked the two blocks to my local shite HMV and bought the CD.

If you have any trouble with Amazon and you have to call customer service and you get the Kentucky office, ask for Hillary.

Hillary rocks.

***

UPDATE:

Late January 28: No-call-lady called. Said she was happy I had received my product and was pleased she could help me resolve this issue. I said whoa, wait just a minute. You didn’t call me when you said you would. She interrupted to say she tried but got my machine and she couldn’t leave a message. [Now, Hillary in Kentucky had told me that she leaves messages for customers all the time]. Besides, even if an auto-dialer hangs up on our answering machine, it still leaves enough of a click through to make our message light blink to indicate we have a message (and a seconds of blank air). She totally lied about calling, I think.

I carried on… You bumped it up to “Priority” and it still arrived a full day after your last possible day for delivery (which is one day shy of a frickin’ month). Besides all of which, you’ve now got the nerve to call me a day late.

So no. You didn’t help me at all. I have already dealt with another of your associates and she made it all better with absolutely no help from you. If this call is to try to save your own skin after she sent your manager notice that you hadn’t called me when you said you would, you’re too late. You dropped the ball on this one.

There was a pause on the other end of the line, into which I said I sure hope you have a great night. Goodbye. Then I hung up.

Lesson Learned: Always ask for Hillary in Kentucky.

Final Note (probably in open G tuning): I hope Keef appreciates the lengths I went to in buying his goddamned CD. 🙂

Um, maybe…?

43 thoughts on “Hillary

  1. boppinsblog says:

    Also related to looking at comment sections on the phone. Often, some of the comments are unreadable on a phone. For whatever reason, some of them have words that have 1 or 2 letters per with the next letters of the word below them vertixally, instead of horizontal.
    Since I am not always at my computer I use my phone, but I agree, by computer is a million times better.

    Like

    1. keepsmealive says:

      Weird. I wonder if tipping the phone horizontally would help, give it more space.

      Oh I get the advantage of the portability, for sure. I’d just rather still have my eye sight in my old age instead of burning it out now trying to read tiny text on a tiny screen when I could just wait til I got home. 🙂

      Like

        1. keepsmealive says:

          Yup. It’s why I got my lovely wife an iPad for Christmas. She was always using her phone for web search and it was insanely small text. At least now it’s a bit bigger. I’d like us both to be able to see each other still when the kids put us in a home.

          Like

            1. keepsmealive says:

              Who are you? Get out of my room! I don’t recognize you! Where’s the young blonde for my sponge bath? I’ll call the warden, you whippersnapper! Get those peas away from me! Warden! WARDEN!!! 🙂

              Like

        1. keepsmealive says:

          It is odd. Maybe there’s a forum on WP that mentions this issue (and a fix)!

          One thing I do notice even here on my Mac’s screen: if a conversation goes on for many comments, eventually I can only Edit the latest comment, and the Reply disappears. I have to go to WP Admin/Comments to be able to reply in the chain after that happens!

          Don’t stop! I enjoy these convos! 🙂

          Like

  2. boppinsblog says:

    Amazon also did something that I consider a little suspicious related to sending me know, bad old stock with noise issues. There was a 2nd pressing that solves the noise issues, but I was sent the bad one.
    The return policy is excellent though. The minute it went to my local postal outlet, I was refunded. They didn’t wait until it got to their end to check it.
    Related to this, the album included stickers and a download code. I didn’t use them as I was sending them back. It makes me wonder what woukd have happened if I did.

    Like

    1. keepsmealive says:

      Man that sucks. At least they took it back. And it is true, once you get the ball rolling on something they know how to do, everything happens really efficiently.

      I think you could have used the download codes. Who would care? There’s a good chance they won’t re-sell that album as you already opened it.

      When I waited two months for that 2TB hard drive, I said I’d return it if it ever did actually show up. Hillary told me she’d say to just keep it, as there’s no one to return it to anyway (that company is no longer an Amazon seller). How cool would THAT be! Free hard drive! Now I’m hoping it actually does show up (in vain, I know it isn’t coming).

      Like

      1. boppinsblog says:

        I wondered about that too.
        However, I had never returned something to them before. If I had kept the stickers, or used the download code, someone may have decided to not refund me.
        On a side note, big corporations deal with return issues all the time. Numerous times I have been at Candian Tire, Home Depot etc. and witnessed people returning things deceitfully. I have seen people return stuff the store should never have taken back. Sometimes they return the 10 year old item in the new box. It was obvious to me. But that is their policy.

        Like

        1. keepsmealive says:

          Oh heck yeah, my buddy Brian said you could return a small child to Wal-Mart, they would take it. Haha. I think the main reason they take back just about everything is because it isn’t worth the hassle of refusing most things. They make way more money on repeat customers than they do on being strict on that policy.

          Canadian Tire, I worked for them. If it’s a Mastercraft tool you’re returning, they’ll replace it. I had one guy who brought back a wrench he’d had for 15 years, finally broke it. They just gave him a new one.

          Like

    1. keepsmealive says:

      Sorry Dude, I do not use my phone for the internet. I refuse to look at that little screen for any longer than it takes to text something.

      I think I did one post on the phone, ages ago, just to say that I had. Well, that one post was actually two posts made using my phone: my first and my last!

      I hadn’t noticed you were Liking your own comments. That’s AWESOME!

      Like

      1. boppinsblog says:

        I wish there was a way to unlike after you like something by accident
        I have done it numerous times, and I know someone has wondered why I think so much of myself.

        Like

          1. boppinsblog says:

            I just found out you can. Sweet.
            You have to push the star, which is the size of a oin head on the phone.

            It takes a lot of pushing, but it can be done. (Cue up Aaron)

            Like

            1. keepsmealive says:

              Haha that one’s too easy a set-up! 🙂

              Glad you can fix it, though. It seemed odd to me that a simple functionality on the PC wouldn’t be available on the phone.

              Size of a pin head? THAT is why I do not use my phone for the internet.

              Like

              1. boppinsblog says:

                I wish you could re type all the fat fingered spelling mistakes due to the phone as well.
                I have made some in this post alone, let alone the countless others. Once it is on wordpress, it is out there.

                Like

                1. keepsmealive says:

                  Sure, once you post it, it’s out there. But you can always go back and update the post to correct any errors that may have happened.

                  Or you could just not use your phone for the internet…

                  Like

  3. boppinsblog says:

    Just to expand a bit on my story, the offending online seller has had 2 sales in the last 2 months. The same items I have been waiting for 2 months for are still listed in both of those sales, and not listed as backordered, which they clearly are.

    My blood pressure is rising. I will try calling them again. Too bad Hillary doesn’t work at this one. 😦

    Like

    1. keepsmealive says:

      Have you tried contacting the seller directly?It says right on the Amazon problem resolution page that it’s best if you contact the sellers yourself first, see what they say. If there’s some sort of issue, then call Amazon. If the seller is outside of their delivery dates, Amazon will step up and make it right.

      Like

      1. boppinsblog says:

        I am flip flopping all over, sorry. Amazon has only had one minor issue with a secondary seller taking longer than was exoected for delivery.
        HMV is a much, much bigger issue yet to be resolved. Maybe todays phone call( I thinknthis is number 5) will get me somewhere, but I am not too confident.

        Like

        1. keepsmealive says:

          No problem! Although it is the wrong time of the year for flip flops. 🙂

          As for the secondary seller being late, does Amazon stock the item? Maybe they can cancel that order and just send it to you themselves, and deal with the seller without involving you anymore.

          I’ve so very rarely ordered anything from HMV. I’m sad they are screwing up. Good luck, Dude!

          Like

  4. J. says:

    Oooft. What a hullabaloo! Amazon really dropped the ball there! Hurrah! for Hillary … not often folks go the extra mile these days.

    Like

    1. keepsmealive says:

      Yeah, I was pretty ticked. If it had been a secondary seller that put it on a slow boat, well, it still would have already shipped! How Amazon coulddn’t ship a new release, I just dunno.

      I fully recommend the very helpful Hillary. She was awesome!

      Liked by 1 person

    1. keepsmealive says:

      Thanks Sarca, I’m glad it was coherent. There was a lot that happened over the course of this month-long thing. It was hard to take, given that I have hardly ever had issues with Amazon either, and now that’s two major ones in the past two months!

      It was also weird reading this back. I mean, living it I went through every day and all the hassles. Reading it back takes about 5 minutes and puts it all into a neat little package with a bow. 🙂 Still though, ask for Hillary in Kentucky. That lady gets stuff done!

      Like

  5. boppinsblog says:

    Also, I ordered a cd off a secondary seller, and wanted it before the concert so I could get it signed.
    The concert was tonight, and the cd still hasn’t arrived.
    😦

    I wonder if there is a recourse if they are late in sending it.

    Like

    1. keepsmealive says:

      Crappy. Well, if they are still within their given delivery dates, you ain’t got much recourse.

      I really don’t wanna know what body part you use for back-up autograph contingency plans.

      Like

  6. boppinsblog says:

    Right after I sent you the email, I emailed Amazon and had your order diverted here.
    I have been listening to your cd for a month.

    😉

    I have a doozy of a story about Amazon and HMV. I might even have yours beat. I can’t post it yet as it is still ongoing. Just shy of 2 months.

    Like

    1. keepsmealive says:

      Dammit, I knew something was up! BOPPIN!! [shakes fist] 🙂

      Oh man, two months? That sucks. That’s how long I waited for the 2TB drive that never showed because the sellers stopped existing (in that capacity). Thanks for telling me, jerks!

      I hope you make a post out of your travails! Between this post and my rant about the 2TB drive, I found the act of writing to be quite good for catharsis (“and my arse is capable of more flush”).

      Like

      1. boppinsblog says:

        It was ordered on Jan 1. Arrival was to be between jan 8 and Jan 25. Since it was a seconday seller, no free shipping,and they are in Ontario, so it should not take a month

        Like

        1. keepsmealive says:

          Agreed, although it depends on how with it the seller is. I’m trying to imagine the washed out stoner that runs our local used record shop having the wherewithal to mail anything to anyone… it would take a while, is all I’m saying.

          Like

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