One thing I realized is if you get a rep who’s clearly incompetent, it’s best to cut your losses, end the call, and call again to roll a different person who might be better. Trying to tell a rep who’s wrong that they’re wrong is nothing more than a huge waste of time.
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Many, many years ago we ourselves (read: OUR Business Enterprise, which consists of many folks who specialize in various areas) came to the same conclusion, as Amazon’s warm embrace of the ever-guileful “Defective By Design” business model for provisioning Customer Service, insidiously, took greater hold on the lower echelons (often outsourced, and frequently off-shored) of its support infrastructure.
Nonetheless, we’ve implemented regimens for such contacts - including, but not limited to, submitting frank & honest Satisfaction Survey responses to Case Log requests for such direct feedback from Seller Support/Brand Registry Support/Advertising Support/et al. - that would seem to have resulted in Amazon ‘flagging’ our SoA Accounts as no mere run of the mill 3P Seller.
To be fair, it must be admitted that I strongly suspect that our Legal Department’s interactions with the OGC (“Office of the General Counsel” in ‘Amazonese’) might well have played a role in continuing our long years now passed success in cutting through the red tape imposed by Amazon’s equally-warm embrace of the “Silo Management Business Model” in its Byzantinely-intricate support infrastructure.
I believe we ourselves are about to find out, in the coming week, whether or not our previous record of success plays any significant role in resolving a looming matter of concern, as I mentioned in the closing sentence of this SAS post from 16Jun`24:
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Some Sellers have reported success with trying to make SS calls between 9am and 4pm PT.
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