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I’m frustrated

Poor support response times to open tickets

Is anyone else experiencing poor response times to open support tickets? I've been waiting days for a reply to no avail. A week after registering, I still cannot publish a site because the account wasn't created properly. It took 2 days for them to work it out, told me that it would be reset, and I'm still waiting even though I have contacted them several times. Surely, Amazon cannot expect companies to use the Webstore with such poor support.
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  • Greetings s11ahid,

    I am sorry you are having this experience.

    Could you please provide me the Case ID that you have open for your issue and I will take a look into it for you and see how I can help speed it along.
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  • Hi Darin,

    Firstly, thank you for contacting me to help resolve the issue.

    I called Seller support instead of waiting for a reply to the case. This worked and the site was restored several hours later. It's just a shame that I had to call to get this actioned. This support method is only available 9-5, Monday-to-Friday and Amazon will need to change this model or improve the way to respond to open cases, so the customer don't feel like they've been forgotten.

    I now have another issue and hope this will be resolved without me having to send a reminder.

    If you would like to contact me regarding this, the case number was 16208442.

    Many thanks
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  • Greetings again s11ahid,

    I am very happy you were able to get some of your issues resolved by calling us. That is the best way to proceed when you have time sensitive issues.

    There might be a small misunderstanding regarding our ours of operation. Our regular support channels actually provide phone support 7 days a week from 7am to 8pm Central Time zone. Our email support contacts are expected to get an initial response in 24 hours or less, but we shoot for 12 hours and reach that goal in 90% or more of the cases.

    However, we do have some specialized teams like the one I am on that provide custom support during the hours you mentioned. If you are working with one of these specialty teams and need help outside their normal hours, please don't hesitate to contact our regular support team by phone if you have a time sensitive issue to speed up the process when needed.

    In regard to your remaining issue in case: 16208442. I was not able to find a case open or closed with that ID. Can you verify it is accurate and I will be happy to help out where possible.

    Regards,
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  • I’m happy
    1
    Hi Darin,

    I'm using the European service which could explain why you cannot see this case. And for this service, phone support is only available between 9AM and 5PM.

    I am glad that you did contact me because your commitment in ensuring that I receive the best in customer service is commendable. Plus, when I did speak to a representative, the support was better than I expected, so a thumbs-up all round.

    Regards,
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  • Ah Ha! I did not realize you were using the EU systems. You might be correct on the support hours of operation then as well.

    Thanks for letting me know you are in the EU and I am glad everything is working better for you now!

    Regards,
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  • I’m frustrated
    Hi s11ahid,
    I'm in the U.S. and I'm having the same problem. I update my case file asking questions, but no one from Amazon Support responds to my online case updates. The only way I get a response is if I call.
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  • I was one of the first people to join Amazon's webstore services when it started for about $60 a month. I hate to say this was the number one problem back then and its sad to see that little has changed. I should say, Amazon's email support generally gets you no where. You wait for days or weeks without a resolution, only for an eventual resolution where your initial problem still exists. I absolutely hate saying this, but time and time again, Amazon's email support has been a consistent disappointment.

    That being the case for general account issues, this is absolutely crippling for those seeking to generate an Amazon webstore. If they didn't have the time for webstores when accounts were $60 each, how can they do it when they're about $10 per webstore account? I have submitted tickets over the course of months to which there have been no solutions. Basic stuff, too, like getting a single item showing on my webstore. Last August, I gave up completely because I just couldn't get any help. I spent months on the same problem, just trying to get one item to show on my webstore. Nearly one year later, I decided to try it out again to see if things are better (I've been paying for it this whole time anyway), and I was excited to see I could link items that I just listed to my webstore. However, adding one item didn't even work. This is incredibly stressful and I haven't even made it but a fraction of the way into getting my webstore running. Its been like this for three years! Please, what does it take to get help with these webstores basic functionality?
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  • Folks,

    I am very sorry to hear of these issues. My suggestion would be:

    First, if you are not getting the support you need by email, call us. This usually helps to clarify the issue, and its importance to you. It also helps to speed up the support process.

    If that fails or takes an unusual amount of time, I would ask to be escalated to a member of our leadership team. NOTE: Some complex issues could take as long as a month to resolve, but you should be getting regular updates if it does.

    We want the experience to be as painless as possible. However, as with any support process their can be glitches. If you are caught in a glitch and not getting the help you need, please don't hesitate to escalate to the next level when needed.
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  • While I appreciate the fast response, I came across something today and I'm not sure how long it has been this way, but this is extremely upsetting:

    "At this time, WebStore does not support products with conditions other than New. Products with a value other than New will not be purchasable on your WebStore."

    The majority of my inventory (more than 99%) has been used since I started using webstore for $60 a month. When did this start? Why have I been paying to use this service for over a year when this has been why I haven't been able to get my items listed? Is this seriously the case? Please, someone tell me I'm wrong.
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  • Jared W. (Official Rep) July 15, 2011 22:13
    Hello James,

    The old WebStore, which has the $59.99 monthly subscription fee, does allow you to list inventory in New and Used condition.

    The new WebStore, which a variable subscription fee between $24.99 - $9.99 per month, does not support inventory in Used condition.

    If your inventory is mostly Used products, then the new WebStore program may not work for you at this time. If that's the case, Seller Support will be able to close the new WebStore account upon your written request.

    Best Regards,

    -Jared
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  • There's a phone number? I can't find it anywhere. What is it?

    I would really like to call Amazon about some of the questions I have since my questions via both email and forum are going unanswered, and I don't expect them to be answered unless I can talk to someone.

    I don't even care if it's a US non-toll-free number. I have unlimited North American long distance.

    Thanks.
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  • Greetings adamsenourodesk,

    I am sorry you are having this trouble. Would I be correct to assume you are a UK seller? If that is the case the information below will not apply to you, but I would expect the process is the same, but have different links.

    I could also send you an email to the address you are using for these forums with my contact details to see if I can help. Just let me know if you think that is needed.

    We do not offer direct dial numbers that sellers can use because that really limits our ability to support our sellers.

    Instead we offer a "Contact Us" feature in our Seller help pages and across most pages of the US Seller Central site and in the page footer. Or you can just use this link here if you have a US seller account: https://sellercentral.amazon.com/gp/c...

    To call us using this feature, you need to select your topic at the top of the interface so we know where to direct your call. Once that is done you will see an option at the bottom of the form to select either email of phone contact. Just fill in the form, select the phone option and we will call you with the next available support person.

    NOTE: If you are not seeing the phone option, then the topic you selected does not provide phone support and you will need to get this handled by email or select a more accurate topic.

    If you don't have a US seller account already, we only provide email support. You will need to use this URL to contact us by email instead: https://sellercentral.amazon.com/gp/h...

    I hope this helps!
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  • Hi Darin,

    That would be incorrect. I'm actually helping a US seller create his store.

    And I tried the email contact version already, since I didn't have access to a phone at the time. I've already waited a day, which isn't extreme by any stretch, but it is a caution flag.

    I'm actually on hold now, since I called using the main amazon.com toll-free number.
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  • Opening up an Amazon webstore is one of the poorest business decisions we have ever made. We have many hours and thousands of dollars only to have it not work.

    We have been dealing with issues since July and our store has never been opened to the public. It is our fault for not doing research on this before attempting to open an amazon webstore.

    Support tickets are a waste of time and take weeks to get answered.
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  • Greetings tjf1969,

    I would like to personally take a look at your account. Could you send me the Case ID for any contact you have made to our support team, and confirm for me if you are selling the Amazon or UK Webstore.

    Once I have that case ID, I will review your account and contact you directly to help where I can.

    Regards,
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  • 1
    tjf1969 - you are in good hands with Darin. He will revolutionize the webstore experience for you :)
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  • @tjf1969

    Did they ever get your issues resolved? I am still having horrible experiences with the new webstore not properly rendering simple html.

    Like other people I have had this issue since day one (almost a year now) and I keep giving up and coming back in hopes it will be fixed.

    As of today it's still not fixed.
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  • No, There are still some issues after 6 months. I have gotten to the point where I have given up on Amazon.

    In the 10 years of running ecommerce sites this is is by far the worst experience I have ever had.
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  • @tjf1969

    I totally understand and agree 100% the webstore can not even do something as simple as rendering a table (custom html widget) properly without messing it up.
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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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  • Greetings Brian,

    I am sorry you are having this experience, I can assure you it is not typical.

    I would be happy to take a look at your open case and offer any support possible. Could you please provide me your Case ID that is open with our support team.

    Regards,
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  • Thanks for your reply. Lucas is also looking into this as I made a similiar post on a different post.

    51455701
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  • Greetings again Brian,

    I am sorry, but I was able to confirm that something is very broken here on your individual account and we are going to need some developer input to get it fixed for you. That can take time.

    I can confirm that Lucas and another well trained Associate (I call them the A-Team) are working on this for you as of today. I would expect to see some progress a little quicker now.

    Thanks in advance for your patience here. We are truly sorry you were affected in this manner, and rest assured we are working on this for you at the highest level possible now.

    Regards,
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  • Is there an estimated time for it's completion?

    What are we looking a hours, days weeks, or months?

    I was told the system is fine for new(er) stores. Why not just start over again? There is no Inventory in the system anyway?

    What is the downside?
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  • Greetings again Brian,

    If you had never sold anything on the Amazon marketplace then closing the account and starting over fresh would not have any down side that I can think of at all.

    However, since you have completed some sales and have buyer feedback already, closing the account and starting over is STRONGLY discouraged now.

    I have checked your Webstore and I can confirm you are running one of our newest versions. It is simply a fluke causing you all the problem here that we will need to get fixed.

    I suggest that you give the A-team just a bit more time now that we have them on the case. They should be able to turn this around for you much quicker now. I am sorry, but I just don't have anything firm right now. The situation is simply to complex to even guess at this time.

    Thanks again for your patience here!

    Regards,
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  • Darin,

    Let me ask you this?

    How come when Brian posted about his trouble he received a response. When I posted that the webstore couldn't even render simple html properly i received no responses?

    Steve
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  • 1
    @slabar69 - Brian provided a case ID; I bet if you provide the case ID for the issue you opened with Seller Support Darin can help you out too :)
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  • I have absolutely given up on on trying to anything resolved by amazon and have gone to other hosting.

    Problems go on for months with the same response"our engineers are looking in to it"

    Do yourself a favor and move in a different direction. I am not the only one. Do a quick search on google and you will see many frustrated site owners.

    This has been the worst experience in running a business on the net for 10 years.
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  • @c4ring (these comments are not directed at you, just in general)

    Actually I fixed it myself because Amazon.com's support and "A-Team" couldn't figure it out.

    The point of my reply and everyone else's on these threads is that we DO NOT hear back from Amazon.com via phone or e-mail when requesting help, or when we do they are insufficient replies. @Brian Williams reply was 100% spot on "corporations no longer use common sense".

    Case in point this webstore fiasco, UPC codes, improper product merges, etc.

    I could go on and on with several case numbers and complaints to even the copyright department that have been unanswered.

    Done ranting.
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  • @tjf1969 I couldn't agree more. However I have this OCD where if something doesn't work I have to fix it. I have to say other than having inventory issues I have fixed most of my webstore issues WITHOUT help from Amazon.com
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  • I got to the point where I just couldn't have my web guy continue to work on this "buggy" amazon system. Time is money and when your paying someone to develop the site and cant get your products in front your customers you are losing big time.
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  • One thing to add is that I have customers that call with their credit card information because they feel more comfortable than submitting it online. Amazon payments do not support these kind of payments.
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  • @tjf1969 I couldn't agree more that's why I have my e-commerce site and then the backup site using Amazon.com.
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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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  • I’m frustrated
    I wish someone from the Executive Seller Relations team would call me. Response times on my open case 55095571 have been horrible. On the initial inventory load from Amazon.com to my Webstore, approximately 40 parent items didn't come over correctly, and according to Heather at Amazon, this was due to a timeout delay, which, if it occurs on the backend, generates all new ASINs for the same products on Webstore. As a result, no main images for parent products are showing up and I have ASIN mismatches now that prevent me from controlling inventory on both Amazon.com and Webstore from one inventory upload file. This is only one of several bugs I've discovered with Webstore over the past several weeks. On another occasion, my Amazon.com inventory upload wiped out all of my Webstore product category assignments, erasing hours and hours of work. I was later told I needed to use the Platinum keywords fields and category tags to preserve the category assignments when uploading from Amazon.com Wow! I'm very surprised this product was released to the public, after seeing all the other problems people have had. This product is definitely NOT ready for mass consumption. So sad, as I really love the concept and was looking forward to running Webstore in harmony with Selling on Amazon.
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  • Greetings John,

    Very sorry to hear you are having this much trouble. It looks like we have a solution for the image issue now. We are just going need a list of affected ASIN's/SKUs to get that corrected for you.

    I also want to thank you for your comments on the platform as a whole. Rest assured those have been reviewed by the appropriate teams. It is feedback from our sellers that helps to drive improvements for everyone!

    Regards,
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  • I’m frustrated
    Darin,

    I've been working with Luis B. in Webstore support on my case above. It was opened 5 days ago and I uploaded an Excel file showing the following set of 8 mismatched ASINs for Parent Items that need to be corrected:
    SKU AMAZON.COM ASIN PRODUCT TITLE WEBSTORE ASIN
    451 B006VUVQ1U JOHN DAVID Benatar Embossed Leather Tote B007DIO8IM
    468 B00707EIKE JOHN DAVID Chapman Leather & Canvas Bag B007DIO8XC
    467 B006ZQIGQI JOHN DAVID Dayne Oil-Tanned Woven Leather Handbag B007DIO9XQ
    462 B006ZLPK80 JOHN DAVID Easton Croc Embossed Leather Handbag B007DIO99A
    456 B006VYXUC4 JOHN DAVID Lauper Leather Shoulder Bag B007DIO8LY
    452 B006W1JLYM JOHN DAVID Lennox Leather Satchel B007DIO8DW
    464 B006ZPJYBA JOHN DAVID Moyet Leather & Canvas Laptop Bag B007DIO9G8
    471 B007J9T1DM JOHN DAVID Vega Petite Leather Handbag B007DIO986

    Response times have never been under 12 hours. I've been told they are working on fixing the ASINs for nearly two days now. How long does it take to correct these 8 mismatched ASINs? Once again, response times are very disappointing. I need to go live this weekend, or I need to pull out from this altogether.

    I went through and identified about 30 remaining product with missing parent images on Webstore, however I don't know how to view (or export) a list of all the ASINs from my Webstore inventory (like I can with my Amazon.com inventory), to easily compare the two and produce a report for you. It's bad customer service that I was asked to do this in the first place. You are Amazon.com support and this is your bug. You should graciously do the research work on the back end for me, the customer who is paying you.

    Also, I just noticed where an older Webstore upload (one test product) WIPED OUT the product description on Amazon.com, even though the upload has the correct product description text. I'm thinking this is possibly related to them fixing the problem above?? Now, Webstore is inhibiting my ability to sell on Amazon, a primary source of revenue. I'm scared to do any uploads now. BE WARNED PEOPLE - If you are successfully selling on Amazon.com, steer clear of Webstore uploads for now unless you want it to mess up your Amazon.com product listings!

    Another telling anecdote.... Heather was explaining to me how images are stored across five different authoritative image servers, and she was educating me on which server did which function and how the development teams don't get to communicate all the time. Really? After 30 minutes on the phone, just as we were about to hang up with no solution, she realized the ASINs were mismatched. Really? When I launched ~200 product on Amazon.com last year, I had to open approx. 30 cases over a month-long period before all my problems were fixed and I work as a DBA and IT Systems Engineer. I can only imagine the pain non-IT people feel. As a result of that experience, I knew in the back of my mind this Webstore thing wasn't going to go well, but I took the plunge anyways and now I'm paying the price. I wish Mr. Bezos could hear this. He needs to integrate the two development teams. So much for my "first month free", eh?
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  • Greetings again John,

    It looks like this is now resolved and all your products are showing images on the parents in the Webstore except SKU 471. That product does not have a parent image at all.

    Again we are truly sorry this took so long to get resolved. Please keep in mind that while we do strive to respond to all contacts within 12 hours as you described, the more complex issues like this one can take additional time to get fully resolved. This is especially true when we need to get developer support.

    I hope this helps!
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  • Something is really wrong with the new version of the Webstore purchased a few weeks ago.

    I have been trying to upload the .csv feed but have no success in displaying our products to the Webstore. A ticket (Case 55415091) was opened on Mar 15 and there is still no resolution. The issue appears to be on their end. It's amazing how the company could release a buggy webstore that is unable to upload and process the feed successfully.

    I agree with the thread above that there is a very low level of technical competence in dealing with issues when contacting Amazon Seller support or Email Seller Support.

    We have wasted our time creating support tickets and requesting a response to the tickets. Response time via email is pathetic and we never receive a phone call to discuss the issue. When contacting Seller Support, the response is "Our engineers are at this moment troubleshooting this issue and either them or us in the Webstore team will get back to you as soon as we get any updates."

    Bad business decision.
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    • Same story here - have had a problem since march 8th(!!) with inventory and getting zero help from amazon support. I have spent tons of time trying to get help but amazon webstore support is horrible and there is no help!! am happy I did not shut down my yahoo store just yet.
    • 4/3 - Amazon Seller Support response:
      I apologize about the delay, I was out of the office due to illness.
      I have escalated this issue to my superiors, and I will be be pursing an answer for this within the next 48 hours.
      Thank you for your patience.

      4/6 - No response. This is by far the worst experience in customer support. We are frustrated and about to give up.

      Amazon measures Sellers' Performance by their customer service metrics but fails to meet the same.
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  • After going back and forth with Amazon for 6 months we just decided to give up. We always received received the response "our engineers are looking in to it"

    This would go on for weeks that turned in to months. As a ecommerce merchant you cant afford to wait for "amazons engineers"

    Worst experience in customer support that I have had in 10 years of online selling.
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  • I completely agree! I have only been with them for almost 3 months and its been horrible. I have done everything on my end to start my business but I can't open my store due to their issues!! Not to mention of course there's no sort of compensation. I was thoroughly surprised (in a bad way) of how horrible this Amazon Webstore experience has been. I've been telling as many people as I can to stay away. I'm not webstore savvy so I really don't want to start over elsewhere, but it looks like it may be faster than waiting for Amazon. :(
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  • I'm in the exact same boat as everyone else. We enrolled in a trial version of Amazon webstore and it has been nothing but problems. As with everyone else, we encounter most of our problems with parent products and attributes. Support responses are of little use- one response went along the lines of 'You are encountering this problem because of the issue you described. You need to fix that issue first'.

    It's disappointing because selling on Amazon has been an excellent experience (especially compared to eBay). It seems the solutions to Amazon webstore are fairly simple:

    -Describe the current platform as a Beta, because that's really what it is

    or

    -Hire more support staff (It seems many people have worked with "Louis B" which lends to the suspicion there are few support staff)
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  • I’m frustrated
    41 days and counting - and still no resolution to our inventory upload issue.
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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 07:47
    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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