let's get the seven lines. ([info]bookshop) wrote,
@ 2009-04-12 16:30:00
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Entry tags:*headdesk*, books, politics

Just spoke to Holly at Amazon Customer Support
She said they have been overwhelmed with calls about this this morning and have been trying to gather information.

According to her, we should not use the connect-help@ email, or email them directly, because it will be routed to the publishing department which is the wrong place.

She asked instead that we log into our Amazon accounts and send over any links and info that we have through the "Help" link on the Amazon front page. Click "Contact Us," then "Send an Email" and choose "Other" from the dropdown link (snapshot).

I sent her a link to all the relevant links on [info]meta_writer as well as Smart Bitches' googlebomb attempt and the twitter trending.

She said they are compiling info and she will be monitoring that email to see what comes in and make sure it gets directed to the right place.

eta: also of course everyone please continue to call. the number i got through on was 800-201-7575.

#amazonfail is trending at #1 right now, good job!


ETA to note: this writer claims that Amazonfail has been going on since February.

UGH.


(10 comments) - (Post a new comment)


[info]tropes
2009-04-12 08:39 pm UTC (link)
ILU. That is all.

(Reply to this)


[info]butterfly
2009-04-12 08:51 pm UTC (link)
Thanks for help!

I sent a message that way and, since I'd had some stuff on pre-order, I gave their homophobic and hypocritical behavior in this as my reason for canceling my order.

(Reply to this)


[info]rydra_wong
2009-04-12 08:52 pm UTC (link)
Just as a note:

From past experience, I have a suspicion that companies sometimes like to steer all protests into one e-mail channel or form which they can control or ignore. So it's not always wise to follow their instructions too closely.

So yes, definitely use the "send an e-mail" form (I did), but people should keep phoning them as well (and use any other channels you can find -- fax, letters, whatever). Tying up their phone lines affects them very directly.

Hopefully, the "compiling info" stuff means they're considering backing down and claiming it was all a terrible technical glitch ...

(Reply to this) (Thread)

[info]bookshop
2009-04-12 08:59 pm UTC (link)

well, I feel that in this instance, since she was specifically asking for links to commentary in the blogosphere that she was trying to be helpful, or at the very least, compile a list of "ways this is a marketing disaster for us" quickly. She also said that the email I mentioned above was for publishers so it would be routed to the publishing department and sit there for a while before anyone saw it.

So, yeah, YMMV. I do especially encourage everyone to call in (but nicely, please!) because their customer support team sounded like they were completely snowballed and did not have much info to go on as to what had happened.

(Reply to this) (Parent)(Thread)

[info]researchgrrrl
2009-04-12 09:06 pm UTC (link)
Y'all are both pretty much right. I worked as a help desk analyst at Harry&David's main campus while getting my chem degree and, really, my heart goes out to the customer support folks at Amazon today. Those people did not have a damned thing to do with this clusterfuck. I sincerely hope the folks calling in are keeping that in mind when expressing their outrage over this. However, the only way to get the people who were responsible for this involved ASAP is to keep calling.

Amazon customer service people: I want to knock back a couple of anti-anxiety meds with a strong-ass margarita just imagining what your day must be like. Mercy.

(Reply to this) (Parent)
On the other hand...
(Anonymous)
2009-04-12 09:08 pm UTC (link)
maybe it's not a bad thing for the publishers to know how ticked off the public are at the company that distributes their books.

(Reply to this) (Parent)
amazonfail
(Anonymous)
2009-04-12 09:22 pm UTC (link)
amazon could easily get a live overview about their "marketing disaster" at http://www.all140.com/news/%23amazonfail.html and other twitter tools - or use their http://twitter.com/amazon like the communication tool it is.

think they did this during the Easter holiday because they hope when it is business time it is pretty much all forgotten.

(Reply to this) (Thread)
Re: amazonfail
[info]bookshop
2009-04-12 09:25 pm UTC (link)

That's why calling them is still the best option. Their customer sales department is open. The more people call in the more frantic they get to fix it!

(Reply to this) (Parent)

[info]jorajo
2009-04-12 10:23 pm UTC (link)
Thank you!! I hope you don't mind, I shared this link on Facebook for the contact info stuff.

YOU ARE AMAZING!!

(and thank you for the fast delete over at RBR today :))

(Reply to this)


[info]imaginarycircus
2009-04-12 10:48 pm UTC (link)
I'm just so angry.

(Reply to this)

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