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Customer Support refuses to look into issues.

We understand Webstore has issues and we are willing to work with Amazon while you perfect your system. A huge problem is that every time there is an issue that we report we have a lot of our time wasted by Customer Support questioning us instead of looking into the problem that we report.

The latest: The Google Product Search Feed file didn't work, and after a lot of effort to get support to look into it they fixed it so that it worked fine. Now, just a few weeks later it is back to having errors. Upon notifying Amazon that the file available for download is not in the correct format and gives errors upon uploading to Google we received no notification that it was being looked into and only a few questions that really had nothing to do with the problem. It is a simple problem and I clearly gave Support an example of what it is wrong and what it should be (...and was until it was changed).

It seems that the only way to get Support to take us seriously is to air our grievances here on the public forum for all to see. We'd rather not, we'd rather report a problem privately, have it looked into and fixed in a timely manner without any unnecessary questions that just waste time.

The ticket in question is this: 46449591.

Please just fix the problem, let us know it's fixed, and everything will be great.

Thank You.
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  • We need a way to bypass the first line of customer support. I understand that a huge percent of problems is probably user error on the seller's side but we need a way to report actual errors with the system to the people who are willing to look into them and are capable of fixing them.
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  • Hello David,

    Thank you for your post. I am sorry that the issue reported in the case with Seller Support wasn't identified in the first turn. I am aware of the case you submitted and the issue will be remedied soon.

    Though your experience in this case wasn't satisfying, I do know that system issues, once identified, are reported immediately to the next level. Should you have a similar experience the next time, I do suggest that you place a phone call to Seller Support to report this.

    Amazon is endeavouring to give the best support experience possible and it is feedback from our seller community that will help to achieve this.

    Thank you once more for taking the time to make us aware of this. Let me know if there is anything else I can assist with.

    Many thanks - Lucas
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  • We're dying. It's the day before the biggest online shopping day of the year and this is what's going on:

    It's been 5 days since our feed file has been updated and we need it to be current.

    Is there any news on this?
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  • 8 days since our last Google Products Feed file regeneration. We have a huge sale going on now and we can't change our prices on Google because of this. This is a giant shortcoming of Webstore right now. How is an online business expected to be competitive if it can't represent itself online accurately?
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  • Hello David,

    I am taking a look now.

    Many thanks - Lucas
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  • Hello David,

    A quick look at the settings learned that you opted out for uploading products to Google Product search on 3-Jan 2012. This then stopped the generation of the feed file. You will need to opt in again to switch on the generation of the feed file.

    Hope this helps - Lucas
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  • So we need to select the option to have Amazon submit the feed file in order to have the feed file generated so that we can submit it ourselves? Do you see the problem with that?
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  • Hi - I'm hoping to add to this thread a little; I just signed up for the webstore (in part because I understood that the Google feed information would be easily generated).

    I too am frustrated by the generated feed; partly because it doesn't appear to be happening very often but also because the feed generates links to the store before I associated a domain name with it - even though the domain name has been live for the best part of two days.

    The link in the feed shows
    http://macgillivrays-scottish-gifts.h...
    for instance instead of
    http://www.scottish-gems.co.uk/Sterli....

    I know I've got a lot of the store to design and tweak yet - but this is such an important benefit to me, that I need to know it is working. Please :)

    Thanks
    Margaret
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  • Hello Margaret,

    Once your Webstore is indexed by Google under the default domain, there is not much Amazon can do to force the re-indexing.

    Amazon Webstore Google feeds are generated daily, it will take some time for Google to re-index your website, but eventually it will happen.

    It is very important not to launch Webstore to the public until you have your own domain applied to it.

    I see that you reverted the domain name of your Webstore to the default one now.

    If you need help with domain settings of your Webstore, please contact Webstore seller support.

    Jack.
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  • Thanks for the reply - I just created a support ticket to get help with the domain name .... I couldn't get the right configuration to get the sub-domain to forward correctly to the main domain.

    M
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  • I don't know if this thread is still active but...

    Amazon continues to display an embarrassingly low level of competence in dealing with issues. Both over the phone and email seller support.

    I've been trying to upload a .csv to a new store for two weeks. They have looked at my file and said repeatedly the issues are on their end, not with my file.

    I get very little response via email and never a phone call. When I call I get the standard "we are working on it, we'll let you know when it's fixed"

    I am not asking for an advanced task to be completed. I am simply opening a store and adding products. They can not handle the simplest of simple tasks.

    As I read this morning about their stock getting smacked around because of lower than expected sales, I think it would be in their best interest to offer as many products as possible from as many sellers as possible. I think that taking two weeks to upload a basic .csv file would not be in their best interest.

    To me that's just common sense, but when was the last time common sense was used at a big corporation...
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  • Hi Brain,

    I am sorry to hear about your individual support experience in this case. Could you share the URL of your Webstore please? That allows me to look into your support case.

    Many thanks - Lucas
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  • Thank you for the URL Brian. I have reviewed the case and agree this has taken a long time.

    We will contact you today by phone with a way forward. Meanwhile, should you have anything to add then please add the information to the existing case.

    Apologies once more for the time it has taken so far.

    Lucas
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  • Thanks for the quick response and attempting to renew my faith in Amazon. I have always liked Amazon as a company and was disappointed by this whole issue.

    As much as the .csv problem was an issues, the communication was the problem. If I ask for a call back I should get one, it's not that difficult to do.

    I understand their point of view saying we had no updates to give you. However a good customer service manual will say to call the customers and say we are continuing to work on the issue, here is what we tried, here is when we hope to have it done.

    Lucas, I can send you the thread from the customer service case if you need it. As you will read, I was more than patient early on, but have become frustrated.
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  • I value the feedback Brian and assure you that the case update frequency will be part of a support improvement initative.

    Most Webstore sellers are satisfied with the support provided at the moment but it will not stop the process of striving to be the most customer centric company.

    I do have the case thread available to me and will have this fully reviewed today at the end of which we will reach out to you.

    Thank you for your patience so far.

    Lucas
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  • I have to be fair here and write a response.

    The last 36 hours since I posted a couple of things on the message board Amazon has been great.

    I had quick and helpful responses from two people on the message board and someone new took over my Support case on the Amazon site.

    I was contacted yesterday by Emily, a member of the Executive Seller Relations team, via email and was told she is taking over the case.

    She quickly provided me with a workaround and the problem looks to be corrected (upload is currently taking place). What caused the original is irrelevant but the engineers continue to work on the issue in case is happens again.
    Bottom line is after the posting here I am back up in running within 36 hours. I do wish the problem was fixed a while ago and I didn’t have to complain to a message board, but I have positive things to say about the last day or so.
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  • Would anyone be interested in creating and belonging to a Webstore's user group?

    AWUG (Amazon Webstore Users Group) would meet monthly to discuss issues and share solutions with the group over a scheduled web conference. The group would also agree on a list of features that we'd like to see improved or implemented in Webstore and express through an unified voice our expectations to Amazon.

    Please, express your interest on AWUG by filling the below form out:

    https://docs.google.com/spreadsheet/v...
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  • Andrew (Official Rep) May 24, 2012 07:49
    Hello Oscar,

    Please do not re-post threads with the same messages, especially not the 1 year old ones.

    Thanks
    Andrew
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