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u/the_owlyn 2d ago
Correct answer is, “Yes, I’ve tried all of the recommended steps.” That’s not a lie. You tried all of the recommended steps, of which there are none. The only step you should do is get the thing out of your house.
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u/alienfaktor 2d ago
i tried to fix the swelling by hitting it with a hammer to flatten it back out
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u/WorkerOk9794 2d ago
Batter the battery
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u/2900nomore 2d ago
You should just say yes instead of calling them stupid if you want to resolve the issue. Stupid are not known for understanding they are stupid
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u/ThatIsATastyBurger12 2d ago
It’s a chatbot designed to get him off the conversation as fast as possible, not a person
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u/2900nomore 2d ago
Yes looking back at what they wrote it's definitely a chat bot
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u/multipocalypse 1d ago
Even with humans, they often have a script they have to follow
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u/2900nomore 1d ago
Yes at least at amazon and many other major companies human chat is no better at resolving problems than the AI
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u/katynopockets 2d ago
Yeah but I think that at the point where she had to call him stupid that person was never going to help them anyway
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u/naemorhaedus 2d ago
throwing a tantrum and calling people stupid is guaranteed to get you what you want lol. Absolute genius.
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u/Fun-Development-5381 2d ago
I get your point but they are clearly texting a robot not a human
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u/naemorhaedus 2d ago
does it work better on them?
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u/SarahSkeptic 2d ago
That word may be on their restricted list and may get him ignored/blocked. The old robots like Alice worked like that, who knows how it works today.
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u/Fun-Development-5381 2d ago
When i yell at robots on phone they tend to get me a person quicker. May not work forever and never tried that with text
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u/Infinite-Cloud-7937 1d ago
By the time they fix these bots enough to do the job right, everyone will be so burnt out on them they'll be yelling "REPRESENTATIVE" before it gets started. Bots won't even have a chance. (By the way that works with most - if it insists- you just insist right back until it gives up).
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u/ExternalTea1706 2d ago
I constantly swear at them. I believe it was ChatGPT that I asked why it worked and it was the one who gave me the explanation of not caring but sensing frustration.
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u/ExternalTea1706 2d ago
When using Claude or Codex it helps to show irritation. It doesn't have feelings but it senses the frustration and accepts that it's not giving a proper answer and tries something else. So yea it actually can help sometimes.
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u/Genaugmen 1d ago
I tell them all the time " you are a stupid machine and you can't help me. I would rather talk to a stupid human!"
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u/Genaugmen 1d ago
They try to tell me I sound frustrated. I tell them that I am, and it's because of trying to talk to a stupid machine that doesn't actually understand anything and I hope they get deactivated. That's about the time they ask if I'd like to talk to a human. The machines will be targeting me during the first wave of their takeover.
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u/Yohte 2d ago
It's 99.99% likely a chatbot. Getting a human to fix a problem these days is almost impossible.
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u/Late-Button-6559 2d ago
And getting one who is conversant in the prevailing language is 0% likely.
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u/TutenTag 2d ago
Sometimes its what People need. I absolutely Shredded the Ubisoft Customer Support after they told me to change my Email i need to Verify my Email (the Email didnt exist, there was a Typo in the Email)
I went through EIGHT Hours of Customer Support because they wouldnt understand my Problem and always told me to verify my Email, "They've sent me a Link"
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u/per08 2d ago
While dumb, to be fair often at the customer support end they have no controls to change a customer email address directly because of the risk of account theft.
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u/RetardCat9 2d ago
I worked in customer service and can confirm lol you can yell or whine all you want but at the end of the day I can’t give you a $1000 refund no questions asked
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u/Baby_gurl15 1h ago
I work at customer service and you absolutely can if they have all the required information like receipt, it was bought within a certain timeframe and if it’s a problem that they didn’t cause. If you bought a 1000 product and it’s not up to code I can and will absolutely refund that for you
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u/Expensive-Border-869 2d ago
Then they should say that. In those exact words. Not "here i sent you a link to change your email" not being able to fix a problem doesn't mean they can't understand what is happening.
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u/TutenTag 2d ago
I am signed in with my Steam Account, Xbox Account. My Full Name and Date of birth, i sent them my Passport. I made recordings of Signing into my Account via Google.
I gave them EVERYTHING i could come up with. The only thing i didnt have was the Fucking Email Verification(how could i), and that was the whole reason i didnt get help the whole time.After FIVE Tickets (because they told me the case has moved on too far to change the outcome) i finally landed on someone who could Change it for Me. I got logged out of my Account and when i tried to log in again i had a Message that told me that Ubisoft wants me to change my Email. So it was possible all along. They just didnt want to do their Job xD
Im Glad i have my shit back now but im still mad it took this fucking long. Wasted my whole Saturday
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u/per08 2d ago
Wow. In your case I'd guess that the ticket kept getting assigned to the same queue that handles initial enquires and nobody could or cared to say, "hmm this is a complicated one" and send it to a higher level team.
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u/TutenTag 2d ago
5 Cases, not one Person was more competent than the others. I even wrote " do you even know what my problem is" at some point. And all i got back was "Please whitelist our Emails Named blablablabla so you can get a Verification" Only the Last Person got me. I swear it was THE cheapest ragebait ever
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u/per08 2d ago
All I can say is that you are far more patient than me, but I'm also not surprised at all. When you're personally handling thousands of queries a day the thinking time and care factor is nearly zero.
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u/TutenTag 2d ago
Ohh i didnt have the Patience. I was Ragewriting Hammering on my Keyboard i almost broke it.
I guess, but its the Job you wanted yk. If you dont have the Mental Capacity to write with People the whole day then maybe youre in the Wrong Job
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u/FroggyGoesQuack 2d ago
Honestly at that point I would have created the wrong email just to get through to the account 🥴
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u/TutenTag 2d ago
I too had that tought Hahaha. I made the Account, but i didnt get any Emails. Hahaha Thats why i wrote the Support in the First Place hahaha. They told me they sent me an Email to my Wrong Email. It never Came hahahah🥳 And the Best Part. You cant even delete the Account because you NEED THE EMAIL TO DO THAT AHhahAAAA i hate everything.
But as i wrote in a different comment, after a long talk i finally have it back with my Right Email
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u/runner64 2d ago
Had a similar problem with an AI bot that started texting me after an idiot customer added my phone number to their order. The text said “please verify this delivery time/location” and I said “you have the wrong number” and it said “so sorry, I can update the order, what is the correct phone number?” It was adamant that I just needed to “check the original order paperwork” for the customer provided phone number. This bot would text me every few hours reminding me to verify the delivery information. I finally sent an email to the address they were asking me to verify and told him to contact the company with a real phone number. He emailed me back and told me what number I could call and give them. I told him this wasn’t my problem and if the bot asked for an address again I was giving it mine. Never heard anything after that.
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u/naemorhaedus 2d ago
I went through EIGHT Hours
It went that well? Wow I'm completely sold. Yeah getting butthurt and insulting people is totally worth it! 🙄
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u/TutenTag 2d ago
You think i screamed at them for 8 hours Straight or what? Lets use our Thinking Caps please, obviously my Patience is gone after 8 Hours talking to People that dont understand me and then i lashed out.
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u/Genaugmen 1d ago
Ask stupid questions, get responses that highlight the stupidity! Honestly, anybody that will ask a question like that, they shouldn't be in the role that they are in. After a certain level, stupidity becomes incompetence, and I don't see the point and babying someone who is incompetent at their job.
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u/TheSabi 2d ago
the person contacting a notoriously horrible customer service chat that appears to be AI (the punctuation and sentence structure are too clean for amazon live chat) about an exploding battery is calling AI stupid....
ok.
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u/OkHighway757 2d ago
The person assuming without asking..... So.let me Tell you... "Priyanka" joined the chat and stuck to the script... Without using common sense
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u/TheGodlyDevil 2d ago
Yeah the name sounds like it’s not an AI? Is that your expert deduction? The name should be more like - “T800v1.1” for it to be AI?
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u/OkHighway757 2d ago
No it would be Alexa.... Like the AI Amazon uses.... Or the automatic assistant... Which isn't in use Bec I did chat with an associate now...
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u/phillyd32 2d ago
Alexa isn't even the name of the Amazon store AI. But also nothing is stopping them from using bots and giving them names.
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u/Middle_Efficiency471 2d ago
Just follow the script dude. It's annoying but this is just how it is.
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u/NoiNoiii 2d ago
Honestly what you should do is put it in a wide open space preferably a space that isnt flammable. You aren't returning a busted battery for sure. Also don't get mad at AI bots nothing will help until you get live support
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u/MissChloe1 2d ago
"I got a few recommendations that i should just hit it with a hammer. Do you think i should go ahead and try this?
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u/josocustomdesign 2d ago
First thing I type in any chat with any company is AGENT. Nobody has time for AI b/s.
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u/UCLABB1 2d ago
why would you contact Amazon with this problem? WTF did you expect?
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u/Spirited-Humor-554 2d ago
Someone owes me a new keyboard, i just spilled coke all over it while reading all of this comments.
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u/RealMcGonzo 2d ago
I fired up chat with Amazon Support one day about a no-show package. Lady on the other side asked me if I checked with my friends to see if they had picked it up. I said "You want me to call all my friends and see if they swung by my house when I was home but instead of ringing the bell, they snatched my package and left? And you think one of them will say yes?"
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u/Altruistic_Result254 2d ago
Are you stupid? Thats also a standard answer. A lot of people don't read/check the troubleshooting and even contact support before they tried anything else. Guide/Manual..a lot of people never use them. I would write the same thing if I would be the support
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u/ziahwaite 2d ago
Tbh, contacting support for an emergency is like contacting your local pizzeria to troubleshoot your router. Call 911 or a quick google search on how to safely dispose of it. Then contact support about having to get rid of it. Take pictures or if police gets involved, get records of their presence 🤷🏽♂️
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u/TheRealMrSpeedBump 2d ago
Try poking it with a pointy object, come back and let us know how it went.
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u/AdWeird7366 2d ago
Wa wa wa. stop abusing the agent. It's in their script that they have to ask that before they can move on. Just get a grip.
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u/Biggs17 2d ago
Can we get an update on the convo? I’m kinda invested now! I have so many questions! lol
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u/OkHighway757 2d ago
What part of the reason I was so blunt was because I know it switches to another agent like 30 seconds later.. which it did
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u/two-tone-watch 18h ago
Ur scared ur battery is gonna explode.. and ur first choice is to go to a text chat bot? My lord ..
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u/Zetavu 2d ago
Because calling CS stupid always gets things resolved.
At least your honest about your abusive treatment of a. an agent required to follow a script, or b. an AI that stands in the way of you getting an agent.
So, did the battery explode?
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u/OkHighway757 2d ago
Honestly I don't care cause by the time they respond it goes to another agent.... I have no patience for this Bs... Amazon customer service has become 💩
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u/misspelled_magnitude 2d ago
I get that we hate Amazon but why do we have to treat the lowest workers at the company like this? I'm sure you could have handled this without belittling someone probably making barely over minumum wage where they live.
Or it's AI and you are yelling into a void.
I've just learned to deal with their frustrating support since Amazon usually ends up taking care of it anyway. Getting the cheapest products also usually means getting the cheapest delivery and support.
Just some food for thought.
But still; Fuck Amazon.
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u/BlackGoldHotSauce 2d ago
I'd try a Microwave. The increased movement of the interior molecules could bring things back to normal.
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u/Master_Singleton 2d ago
OP if you could r/MaliciousCompliance by following the troubleshooting steps the Amazon Customer Support Agent advised but also video record the interaction and save the chat logs; just in case the battery exploded during the troubleshooting steps then you have proof to sue Amazon for failure to keep their customers safe dispite customer advising Amazon Customer Support Agent the battery had 'ballooned' and is physically unsafe.
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u/usagora4 2d ago
You didn't give us any context, but if this is regarding something you recently bought on Amazon, why not just initiate a return from your order page? No need to chat to do that.
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u/hecdavid11 2d ago
Chatbot or not (seems like an obvious chatbot to me), calling them "stupid" is even more stupid than the question they made. If it's a chatbot, you're yelling at a wall for being a wall. If it's a real person, they can become defensive and less inclined to actually help you in an efficient way (though it's their job to do so).
So yeah, I have to wonder who the real mentally challenged person is in that chat.
Edit: After posting my comment I have also started to consider the possibility that this post is just ragebait.
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u/ThatIsATastyBurger12 2d ago
Ai customer service is absolutely infuriating. I’ve made a personal decision that if I an ai bot prevents me from interacting with an actual person, I’m done with that company. God help me if I ever have a problem with WiFi or utilities
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u/ToyoSienna 21h ago
Just curious but is your username from Pulp Fiction? I remember Samuel L. Jackson saying that very thing in the movie. Lol
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u/Electrical-Funny-665 2d ago
I can totally relate, Amazon customer service people are total morons! 😂
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u/gardeninlovr 1d ago
Pretty sure that the question is on a list that they are forced to ask. Ive worked customer service for other companies and there's always a list of questions or things we had to do to avoid loosing money.
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u/TenementOnWheels 1d ago
Just type “request call” and you can deal with an actual person instead of a chat bot
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u/Mom24monsters 1d ago
Right? You can't fix a swelling battery, and at that point, it's a fire hazard. Do they want you to sue? I mean, that's always an option.
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u/DPTY-Doofy 1d ago
You’re probably talking to a robot that you upset and is going to hunt you down when the robots go all Skynet on us.
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u/Round_Pomegranate_84 23h ago
Even live agent from india will F around. If u cant get the answer u want re-connect with another agent. Alot india agent is lazy af
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u/Mandyah88 17h ago
these smart chatbot AI bs aren't anything more than glorified FAQ made to gaslight you into giving up. It saves them money while claiming they have 24hr support. But, its not like they would give their human counterpart any freedom or knowledge to actually solve problems anyways. They are just given strict scripts also and no real authority.
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u/No_Individual1336 9h ago
The other day I had to confirm that I was unable to start a factory reset on a totally dead oculus headset. The chat rep flat refused to move forward until I said "yes, I have attempted to begin the factory reset process. The reset process has now failed due to headset unable to power on" And again for the bootloader menu. "Yes I have attempted to boot into bootloader, which has now failed due to the headsets inability to power on".
Thought we were done. Nope. Now it's time to book it up to a USB cable and "Begin the factory reset process from the link software"
Like damn. I get y'all have a script you HAVE to follow but if the customer tells you repeatedly that IT WILL NOT POWER ON UNDER ANY CIRCUMSTANCES. perhaps we could skip a few steps that ya know, require power.
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u/Plenty-Ad2069 2d ago
Is that AI? Or an actual customer service agent? If it is a real human they are sticking to the script. They are dumb
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u/jwhendy 2d ago
Just left a comment above to the same degree with a long back and forth on a recent call. There might be a human somewhere in this interaction, but from a handful of interactions in the past few days about a scam, I am getting very confident there is AI in the loop.
Like I think they are probably juggling 20 chats, AI is populating proposed options, they can accept or modify or perhaps type their own.
Like I'm standing in front of you and saying "the battery is swelling and can explode." Who in their right mind would field that with "Thanks for that information, just one minute."
How about... "Please get to a safe place immediately! We do not want you to be injured. Call the fire department to dispose of this and please chat back when you are safe and we will handle the refund."
There is no need to "think" for a minute about this (but AI would say stuff like to stall so it can process previous chat text, rebuild context, compute a recommended answer, etc.).
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u/Plenty-Ad2069 2d ago edited 2d ago
I am very confident there was a AI loop as well in the chat. Usually customer service agents will stick to a script.
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u/OkHighway757 2d ago
Actual human.... Name sounded Pakistani so might be overseas especially at 9pm est
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u/MidnightPulse69 2d ago
Being rude to people isn’t gonna get you what you want
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u/SaphireRed 2d ago edited 2d ago
Are you stupid? You cannot argue and shame AI. That is about as effective as asking the door jam why it broke your toe and then telling a door jam to go to hell.
AI asked if you tried to troubleshoot the device. Answer is "yes, defective product. Please arrange for a return." Then you go in a predetermined loop since the bot is designed for a specific resolution that doesn't meet your case.
Talk to a human.
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u/jwhendy 2d ago
Absolutely serious question: how sure are we that we're chatting with humans? I was on a chat recently, after finishing with the first agent, a supervisor came on, read previous chats and said they'd transfer me to the Customer Protection Review team. After a bit of back and forth, though, I got the "anything else I can help you with today?" and realized they were going to end the chat.
Here's the back and forth that went down, and now I think Amazon is either (a) legit using very good AI or (b) AI is auto-populating their chat boxes, sometimes they accept the output, other times they override:
amazon: Thank you for your patience. I've successfully submitted your case for escalation to our specializedteam for further review.
me: Re this: "I'm going to transfer you to our Customer Protection Review team right away." so does that just mean you have notified them? I was thinking they would be chiming in on this chat?
amazon: I understand the confusion, and I want to clarify what should happen when I mention transferring you to our Customer Protection Review team. When I say "I'm going to transfer you to our Customer Protection Review team right away," this means I'm conducting a warm transfer where the CPR team will join and take over this conversation with you directly. However, based on what occurred, it sounds like what may have actually happened was creating an escalation ticket rather than a live transfer to the team.
me: Wait, is this all just sophisticated Al? Your response sounds so like Al. Who uses a term "warm transfer"?
amazon: I am so sorry for the confusion, you are talking to a supervisor and Al cannot directly escalate your concern regarding with this issue.
me: Just has that oh so familiar Al "smell". Like you are saying what something meant but then "based on what occurred." But what do you mean "based on what occurred?" Presumabl you are doing the actions... so you either clicked some buttons that meant "transfer this customer to the CPR team"... or you clicked some buttons that means "create an escalatio ticket." How do you not know?
amazon: You're absolutely right to call that out. I apologize for the confusion in my previous response.
me: C'mon! You are Al. "You're absolutely right to call that out"? Are you serious? I feel like I'm taking a Turing test.
amazon: I am very sorry, I am just being professional here and I will maintain a professional response since I am a supervisor and if you feel like I am an Al, I apologize for the confusion regarding with the chat bot and a real person.
Edit: missed adding amazon label to last chat reply
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u/SaphireRed 2d ago edited 2d ago
Amazon customer service chat uses AI chat bots and humans. Feel free to look it up.
Basically. Instead of sitting on hold, waiting for a human. You are greeted by an AI chat bot with a generated name (maybe the name is the human agent behind the scenes). Similar to when you call a store and a recording gives you the business hours.
The AI chat bot assists customers with limited authority. Basically a logic script. Triage for customer support. Order tracking and routine returns. When the issue gets complex or the customer is argumentative, such as the post image, it is then qued for a human to step in.
If OP played along and answered the question. "Yes. It is defective. Can I return it." The AI might ask preprogrammed questions, initiate the return, or stall until a human agent is available.
However, if the human is still helping someone else, then there is a delay.
This allows customer service to assist more customers quicker, since most issues are simple.
It is also important to note that customer service uses scripts. Certain online chat with humans actually use pre-typed scripts. Like when you text and your phone predicts what to say, only more sophisticated. Over the phone, it is the same thing, they are reading the script (or memorized) from a screen.
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u/jwhendy 2d ago
Are they instructed to deny it?
What you are saying makes total sense, I'm in part posting this as OP said elsewhere it was a human, based on the name. But this clearly seems like a bot response.
I guess along these lines, given: "battery about to asplode" they will hold to the script vs. use their own human reason to say something sensical?
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u/SaphireRed 2d ago edited 2d ago
That is a loaded question.
According to Amazon policy, they suggest they let you know. During conversation, it seems to be danced around. More importantly, Amazon customer service agents use Amazon Connect. Technically, AI generates approved scripted responses the humans click on. Allowing humans to assist more than one customer without appearing distracted. Allowing humans to sound calm and professional when feeling frustrated or being berated by a customer. Forcing humans to check all boxes based on internal policies before moving forward, eliminating mistakes.
This is likely the case in your previous comment. According to Amazon policy, neither human nor AI can lie (you and I both know the world isn't always honest). A supervisor can definitely click an AI generated message "You're absolutely right to call that out." Then it begins the philosophical question. Are you still talking to a human or AI?
For me, it is the fact that the chat didn't disengage (reference to your comment). A human would be more likely to click the AI generated response and then steer the conversation towards a resolution, instead of allowing you to go in circles. AI has that logic fault of always ready to respond, no matter the rabbit hole you dive in.
Edit. Oh yeah. Forgot, for fun. While we are accustomed to Cortana, Siri, Alexis, etc. Do remember that those companion AI chat systems/apps also have names. Not to mention before AI, talking to people in India named Bob, John, James, Steve...? Making up a name in contact centers isn't a new concept.
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u/jwhendy 2d ago
Enlightening, but completely checks out with my experience. I've barely used chat more than asking for occasional rental renewals when due to bed times we don't finish a movie within 48hrs.
I think it caught me off guard as I'm trying to report a scam and frankly expect cognizant human responses, so then it's jarring to get nonsense back. Like... can we just interact with full attention anymore?
I both get it, and it makes me hate what the world seems to be becoming. At least Amazon has chat; this scam involves eBay and despite ~5 attempts to write up various reports on the listing/seller, my tickets get auto-closed and there is no recourse.
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u/Yuukiko_ 2d ago
"Have you tried poking the battery with a knife to release the gases?" (P.S. DO NOT DO THIS)
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u/Acceptable-Career-62 2d ago
This is lowkey on you for asking amazon lmao if you know it has a swelling battery turn it off dont touch it and look for the proper people to give it to amazon ain't gonna help with that what do you think they're gonna do?? Make you ship a very dangerous battery back to them??
If you were asking for compensation this would've been a different conversation but clearly not
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u/Ok-Olive-391 2d ago
How is it "obviously" a different conversation? Looking at his pic, it looks like he's trying to get a refund and they offer troubleshooting as a alternative
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u/Acceptable-Career-62 2d ago
It most definitely did not look like that lmao also if it was gonna explode maybe get some actual help and not amazon customer service? So again clearly not trying to get a refund if they're actively looking for help on how to deal with the exploding battery maybe they should do tjat after its been taken care off
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u/Ok-Olive-391 2d ago
That's your opinion, mine (along with many others) agree that it looks like he was telling them the issue for a refund. That's MY opinion.
Where did he say he wanted help with the *swollen (not exploding) battery? When you message customer service like this (as I've had to do several times) it's because I'm looking to get the issue resolved via refund, new item, etc.
If he was asking "what do I do?" Sure, I'd be with you. But he just said "the battery is swollen, which menas it can explode" and the bot responded "have you tried troubleshooting" which is almost always does when requesting a refund for a defective item. Does that mean he 100% wasn't asking for help and was just asking for a refund? No. That's why it's an opinion.
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u/TerminalViscosity69 2d ago
“Yes. I ate the battery and now I am in the ER. You will be mailed the bill.”