Amazon’s Terrible Customer Service
The sequel (but not as infuriating as the first installment)
Devoted readers will recall my previous post where I discussed my complaint with Amazon regarding a need to verify my information in order to reactivate my Seller Account, a request that seemed odd seeing I’d been buying and selling stuff on Amazon since the early 2000s, which is to say the company knows who I am, where I live, and what bank I use (so that Amazon can deposit the funds I’ve made from a sale). Turns out Amazon was upping its security protocols. Fine. But there was a major flaw in the software that prevented me from submitting the required information. The situation was eventually resolved (but not by a Seller Account rep; thanks Ricardo!), so now it’s on to the sequel.
Readers of my first complaint will know that I’ve been selling books, CDs, and LPs on Amazon for twenty-plus years. But now I’m told I need “approval” to sell certain things. I suppose a request for approval isn’t a bad idea when it comes to selling an expensive or rare item. After all, you’d want to protect a time-honored and well-respected brand from unscrupulous sellers. I can understand that. But why would I need approval to sell a plain ol’ CD of recorded music of no special import — and one that is from a defunct record label?
Here’s a boring screenshot if there ever was one, with a continuation of my screed below it:
“Apply to sell.” Why? This Beethoven CD is thirty years old. EMI, the CD’s label, no longer exists (EMI was acquired by Universal Music Group in 2012). There is nothing particularly collectible about this CD, as Lucchesini isn’t a big name in the classical music world (sorry, Andrea). What’s more, the repertoire on this CD — two piano sonatas by Beethoven — is pretty commonplace. There are dozens or recordings of these works that can be had. Maybe there’s something special going on with other out-of-print Lucchesini EMI CDs? Nope. I took a look at the listing of one of his Chopin CDs for sale — and no approval request was asked. If I had a copy to sell, I could do so without a hiccup of any kind. Not so with this Beethoven CD.
Look at the bottom of the screenshot: “You need approval to list in this brand.” What brand? EMI? The brand is dead. It’s defunct. It is an ex-label. It has ceased to be. Why would I need approval to sell something by a “dead” company when there are other CDs from this dead company that don’t need approval to sell? I should know. I’ve posted several out-of-print EMI CDs over the years, as well as out-of-print items from other labels, without a hitch — until now. What gives?
I clicked on “Apply to sell,” which took me to a page that said “Request approval,” which, upon clicking the directive, took me to this:
“You are requesting to sell Beethoven brand items.” Oh, so it’s not EMI that’s the brand, it’s Beethoven. Does Beethoven also sell cologne and sneakers?
Take a look at “Submit documents” request. I only need to cite two to show how ridiculous this approval request is:
“Include the name and address of the manufacturer or distributor.”
Um, I can’t do that because the company has been defunct for over a decade.
“Show the combined purchase of at least 10 units.”
What? Why would I have ten copies of this CD or any CD? I’m not a retailer, I’m not a store, and I’m not a label. I’m a lone individual trying to unload a CD I no longer want — alongside all the other items listed in my Amazon inventory.
So I text-chatted with two reps from Amazon about this software glitch. Both men failed to understand my question: Why was I being asked to do this? “It’s because you need approval for this brand.” I can see that. I’m not blind. My question is why do I need to seek approval for this particular CD? Why has this out-of-print CD from a defunct label been singled out for special attention when no “Apply to sell” permission is needed for other items I’ve posted for sale?
Anybody?
Barry Lyons is a freelance writer living in New York City. He also has a complaint about punctuation.
