So previously I shared my experience with Amazon customer service chat.
At that time, it was for my order of a physical product.
At the end, the product arrived a few days later as the customer service chatbot suggested.
But tracking pages on both Amazon and USPS websites never showed that update, which gave me a mixed feeling.
This time though, it was about a protection plan for a device that I purchased on May 30th.
This protection plan was supposed to be delivered via email within 24 hours, because basically it was just a policy document.
But I did not receive it even after the 24 hour had passed, so I initiated a chat session on June 2nd.
Here’s how the messaging assistant responded.
Your package with this item has shipped and it’ll arrive by Fri, Jun 05.
![](https://realworldux.co/wp-content/uploads/2020/06/chatbot-reply1-1024x576.jpg)
Since it was coming from an Amazon seller who handles their own shipping, you can email them to find out next steps.
![](https://realworldux.co/wp-content/uploads/2020/06/chatbot-reply1-2-1024x576.jpg)
If you don’t hear back in 48 hours, come back and we can help.
![](https://realworldux.co/wp-content/uploads/2020/06/chatbot-reply1-3-1024x576.jpg)
This sounded as if it will be delivered physically.
![](https://realworldux.co/wp-content/uploads/2020/06/as-if-physically-1024x576.png)
Also it contradicted with what Amazon initially informed me when I was placing the order, which was that “Your protection plan documents will be delivered via email within 24 hours of purchase.”
So I asked the messaging assistant to connect to a customer service agent, a live person.
When I described my concern to an agent, she replied me as follows:
I will send an email to the seller to send you the policy.
![](https://realworldux.co/wp-content/uploads/2020/06/live-agent-1-1024x576.jpg)
Your protection plan documents will be delivered via email within 24 hours of purchase. Remember to check your spam folder.
![](https://realworldux.co/wp-content/uploads/2020/06/live-agent-2-1024x576.jpg)
If you don’t receive it, send an email to xxx@xxxxx.com with your plan order number and they will resend.
![](https://realworldux.co/wp-content/uploads/2020/06/live-agent-3-1024x576.jpg)
This is their contact number. xxx-xxx-xxxx. You can reach out to them via this number. Does this help?”
![](https://realworldux.co/wp-content/uploads/2020/06/live-agent-4-1024x576.jpg)
So I checked my spam folder, but did not find anything.
And when she finally sent an email to the seller, I did receive an email from the seller probably triggered by the Amazon agent’s email.
And then a few minutes later, I did receive the protection plan from the seller via email.
When I asked the agent on why the messaging assistant initially gave me the wrong information, she simply said:
Please ignore that. I have verified with my leadership team. It does not deliver physically.
![](https://realworldux.co/wp-content/uploads/2020/06/live-agent-please-ignore-1024x576.jpg)
Since I did receive the product via email after the agent sent an email to the seller, it’s all good now.
But because I had a mixed feeling about this,
I expressed my concern to the agent while the chat session was still on:
I’m a bit concerned about the wrong information that I got from the chatbot for my future purchases. If it’s a chatbot glitch, it should be fixed as it’s very confusing for a customer.
![](https://realworldux.co/wp-content/uploads/2020/06/my-concern-1024x576.jpg)
The customer service agent replied back:
I concur. I will pass along this information to the dedicated team. Thank you for highlighting.
![](https://realworldux.co/wp-content/uploads/2020/06/i-concur-1024x576.jpg)
Again, the reason why the chatbot initially gave me a wrong information might be just a software glitch.
But I wonder, if the chatbot was programmed intentionally to give a canned answer with an arbitrary delivery date a few days later just to ease a customer’s concern and buy some time for them without actually checking the details in their database and shipping logs.
![](https://realworldux.co/wp-content/uploads/2020/06/buy-more-time-1024x576.png)
Or simply Amazon may not have an ability to check purchased product’s delivery details for those with 3rd party sellers.
![](https://realworldux.co/wp-content/uploads/2020/06/amazon-does-not-know-3rd-party-delivery-1024x576.png)
I don’t know.
Amazon’s customer service chatbot works well overall.
It’s great that you can initiate a session anytime whenever you have any issues.
Still, it seems to always give me some concerns.
And I hope that they fix these glitches, especially given that Amazon is considered one of the most advanced tech giants with wealth of development resources.
![](https://realworldux.co/wp-content/uploads/2020/06/amazon-is-one-of-most-advanced-tech-company-1024x576.png)
Check out YouTube version too.
Here’s my first article on Amazon customer service chat.