Sarah F.
Dreadful interface, incompetent support staff
The first issue is a generic problem in that the interface is ridiculously and overly complex. The new interface has reorganised the menu into illogical groupings that bear no resemblance whatsoever to the old interface. The strange thing is that the system keeps jumping back to the old interface, leaving customers needing to understand the structure in BOTH interfaces. It's a shambles and needs sorting. The second point is about our recent experience of the support which we have found to have been abysmal. We have found that the support reps seem to give different answers to the same question depending on what day or even time of day you ask the question. They don't seem to understand basic English. They have even at one point answered a completely different question than that asked. They have given us incorrect or wrong information. They have closed a case down without even answering it. In the worst interaction (an email request), they completely ignored every single issue that we listed point by point. We had written this email knowing that there were comprehension issues so we made it extra clear. We took too time to describe the problems we were having with uploading some new replacement images; we listed these issues point by point. Instead of responding to these points, they ignored the ENTIRE content of our email and told us that everything was fine with our old images. Incredibly, they completely missed the point that we didn't even want these old images! We have come to the conclusion that either there is a language barrier or Amazon need to employ more intelligent staff. We don't know which it is but either way, after 2 weeks of over 20 requests, we still have not been given the information we need.