I love amazon, BUT....

[rodney mitchell]

I had the makita 12 inch slider ordered (599 with a 150 off promotion and the 18v lithium drill kit as a rebate), AND the DJ20 for 899 with 199 shipping.

I get an email telling me BOTH items were cancelled. I talked to a customer service rep just now and he said that due to a technical error on THEIR end, both items were not able to be processed with my bank. He said I would get an email from them within 24-48 hr telling me how to reorder, and assured me that I would still get the special prices.

I know how things can get squirrely and now I just have to wait and see if amazon handles things correctly. I am really worried now that I may end up losing my discounts. Both items have gone back up to their original prices. Not to mention the time and trouble I have spent with this trying to get it straightened out.

Kudos to amazon if they get it worked out and maybe throw me a bone for my time and worry. Thumbs down if I lose my discounts. I will let you know. I do have to say that in the past amazon has treated me very fairly.

Rodney

[Rob Bodenschatz]

Rodney, stuff happens. I'd be willing to bet that they'll make it right.

Why didn't you wait to post this until they had a chance to do so?

[rodney mitchell]

Rob, I guess I should have, but I was really frustrated with them after having to spend half of my morning (at work) trying to get it resolved. That and the fact that I was really counting on those tools and now I am afraid things are getting squirrely. BUT having said that, I think amazon will come through.

[glenn bradley]

For all their faults, Amazon seems to have a rep for making things right. I'll hope this is the case for you.

[Jerry Olexa]

I think they will make it right for you...

[Rob Bodenschatz]

I understand. Been there. Just a bit of a pet peeve of mine to see someone complain about something until a person/company has been given a chance to make it right. That said, your frustration and time counts for something so you should let Amazon know that. Hopefully, they will make you whole on the deal and then some. Good luck.

Oh yeah. Don't know if you've called them yet but I typically get a better response over the phone. Their CS reps really do have a lot of power.

Edit: Just re-read & saw that you did call them. Never mind.

[Anthony Anderson]

You don't have anything to worry about. I have had all great experiences with Amazon. Give them a chance and they will fix it. I wouldn't come down on them, unless they do not take care of the problem. Good Luck, Bill

[J. Scott Chambers]

I would have to wonder why the CS rep didn't just handle it right then and there, with you on the phone. Why the 24-48 hour wait for an email?:confused:

[Rob Bodenschatz]

I would have to wonder why the CS rep didn't just handle it right then and there, with you on the phone. Why the 24-48 hour wait for an email?:confused:

Agreed. They should have handled it immediately. I'd say to call back & don't hang up until they place the order for you.

[Paul Johnstone]

I would have to wonder why the CS rep didn't just handle it right then and there, with you on the phone. Why the 24-48 hour wait for an email?:confused:

Actually, why did they inform him by canceling his order? Wouldn't it have been better to tell him his order was on hold until whatever bank problem was fixed, and the shipment was delayed?

Even if Amazon does make it right eventually, that's not cool to just cancel his order and make him stress over it. If they had good customer service, he shouldn't have had to call them at all.

[Jim Becker]

Emails like that are frustrating. I got an email yesterday from my travel service (the one I must use for business travel...company requirement) that included another copy of an upcoming itinerary, but with a note at the top of the email body: "Note: Flight Cancelled". OY! I didn't need that. But nothing seemed amiss on the new itinerary sheet. After about 35 separate viewings I finally figured out that they should have said "seat cancelled"...cause I got auto-upgraded...rather than "flight cancelled". Stuff happens.

I'm glad that Amazon is stepping up to insure that you get the deals you original agreed to. They've been good to me and hopefully that will continue.

[Jeffrey Schronce]

You can immediately go back into your account and change payment methods at the offered price. No need to wait on email from Amazon.
This is definately not Amazons fault. My bank refused Amazon ACHs against my bank account because of the size and frequency! I guess that is a good sign of my addiction! LOL! The bank just saw a bunch of "online" orders. They can tell if a check or credit card is presented in a store or if it is online. Its actually pretty good technology and I am sure it saves more money and frustration in the fraud it prevents.

[rodney mitchell]

Jeffery, I can't go back into my account, change payment methods on the order and re-order because the orders have disappeared from my account. If I go back and re-order the DJ20 for instance, I would get charged the current premium price.

I talked to another rep tonight and he couldn't have been more helpful. He said to sit tight and I would hear from the specialty department that handles this kind of thing and they would most assuredly take care of me.

[Jerry Lawrence]

Not to be negative (ok, maybe a lil), but here's my one and only experience with Amazon...
Ordered a few things for Christmas with shipping listed as "GUARANTEED Christmas Delivery". A couple days later I got an email saying my items were delayed. I called them for help (a total of five different times, speaking with cs reps and up to supervisors) and they said the only way I could get my items by Christmas at that point was to upgrade to expedited shipping and I would have to pay the extra shipping charge. I asked them exactly what "Guaranteed" was supposed to mean, and they just said if I didn't get the order at all, I wouldn't have to pay for it. I always thought when something was guaranteed, that it was supposed to happen or there would be some kind of compensation, not extra cost to me! I realize things happen and items get back-ordered, but to me a guarantee is supposed to mean something, and customer service is supposed to provide service to the customer.
Obviously not a big Amazon fan here. Hopefully my story is in the minority, but I'll never again order anything from Amazon that I actually hope to get in a timely manner.

[rodney mitchell]

Update: Well, after another call today I got the scms ordered, but they still have to send me a credit amount to get things evened up. For some reason they couldn't just take it off of the saw price when I ordered it. The "hardlines" department is still looking at the jointer deal and they are supposed to be calling me back. This has been a frustrating ordeal. These are tools that I really need and this has been a hassle, but amazon is coming through so far.

[rodney mitchell]

Well, they are not coming through. It has been way more than 48 hr and no one contacted me about the jointer. I just called and the cs girl said that she couldn't do anything but she would send it to a specialist and they would contact me within 24 hr. :mad: I have spent countless phone calls on this all weekend and it is still not taken care of. Amazon you are letting me down. :mad:

[Paul Johnstone]

Well, they are not coming through. It has been way more than 48 hr and no one contacted me about the jointer. I just called and the cs girl said that she couldn't do anything but she would send it to a specialist and they would contact me within 24 hr. :mad: I have spent countless phone calls on this all weekend and it is still not taken care of. Amazon you are letting me down. :mad:

Yes, that really blows. Even if they eventually make it right, I hardly see how this is "good customer service".

I only use Amazon if it is a screaming good deal and I'm not in a hurry. Like the other poster, I've had 3-4 month waits for items in the past.

I have found their customer service to be extremely frustrating.. I hope you do get your jointer.

[Mike Heidrick]

There are two guys on woodnet that work for amazon, I have talked with one of them. That guy's name is Rob his woodnet id name is amazon.wwb .See if he can help you possibly.

[rodney mitchell]

Hey Mike thanks a lot for the contact. If I don't resolve it today I will go over there and see if he can assist.

Rodney

[rodney mitchell]

Well, it took 5 days and numerous emails and phone calls, but amazon did come through. They even threw me a bone for my trouble. All in all, it was a lot of hassle, but every cs person I spoke with (and there were many) was very nice.

Rodney

[Pete Brown]

Well, it took 5 days and numerous emails and phone calls, but amazon did come through. They even threw me a bone for my trouble. All in all, it was a lot of hassle, but every cs person I spoke with (and there were many) was very nice.

Rodney

I'm glad to hear it went well!

What did they toss in?

Pete