The "Internal Team" -- Proof HAQM Has Sense of Humor
How about this big joke:
“We would like to inform you that this matter is being forwarded to our internal team for further investigation.”
We’ve been on the platform for 10 years. We know how things work (or don’t as the case may be) and 99+% of the issues we solve ourselves or realize the system is designed to force Sellers to eat that loss/cost/etc and -- fair or not -- it isn’t worth wasting time with Seller Support trying to achieve a different resolution. So, when we open a support case it is one of those weird situations where HAQM broke something and now such and such no longer works in this small subset of situations. The case will start with 3-5 days and 10-20 messages with Seller Support replying about some other topic or asking for information that is unrelated to the issue (or was provided in the initial opening description of the problem). When we are finally able to get someone who understands the problem, they realize the answer isn’t in one of the few form templates they are allowed to use for responses and we then get this “internal team” message.
We’ll get a reminder message daily while the issue is still on our mind. But HAQM knows when we have gotten busy with other things and stops sending the daily reminder that the internal team is working on it. Then eventually the case quietly closes with no response or resolution from the internal team.
We had one where a customer didn't get their refund that stayed open almost a year and we actually kept getting emails that they were still working on it. Another one just got referred to the internal team today. So, I'll either have to give up on that one or hopefully get some help solving it here from you guys. One thing for sure is that in the unlikely event I eventually get a response the answer will be moot by then.
It appears the Internal Team is to Seller Support as Disposal and Liquidation is to FBA inventory. Internal Team seems to be HAQM-speak for the dumpster.
Anyone ever actually get a reply back from the internal team or have any idea what type of cases they are actually able to resolve? Post your stories. Let’s have some good laughs at the “internal team’s” expense.
The "Internal Team" -- Proof HAQM Has Sense of Humor
How about this big joke:
“We would like to inform you that this matter is being forwarded to our internal team for further investigation.”
We’ve been on the platform for 10 years. We know how things work (or don’t as the case may be) and 99+% of the issues we solve ourselves or realize the system is designed to force Sellers to eat that loss/cost/etc and -- fair or not -- it isn’t worth wasting time with Seller Support trying to achieve a different resolution. So, when we open a support case it is one of those weird situations where HAQM broke something and now such and such no longer works in this small subset of situations. The case will start with 3-5 days and 10-20 messages with Seller Support replying about some other topic or asking for information that is unrelated to the issue (or was provided in the initial opening description of the problem). When we are finally able to get someone who understands the problem, they realize the answer isn’t in one of the few form templates they are allowed to use for responses and we then get this “internal team” message.
We’ll get a reminder message daily while the issue is still on our mind. But HAQM knows when we have gotten busy with other things and stops sending the daily reminder that the internal team is working on it. Then eventually the case quietly closes with no response or resolution from the internal team.
We had one where a customer didn't get their refund that stayed open almost a year and we actually kept getting emails that they were still working on it. Another one just got referred to the internal team today. So, I'll either have to give up on that one or hopefully get some help solving it here from you guys. One thing for sure is that in the unlikely event I eventually get a response the answer will be moot by then.
It appears the Internal Team is to Seller Support as Disposal and Liquidation is to FBA inventory. Internal Team seems to be HAQM-speak for the dumpster.
Anyone ever actually get a reply back from the internal team or have any idea what type of cases they are actually able to resolve? Post your stories. Let’s have some good laughs at the “internal team’s” expense.
1 reply
Atlas_HAQM
Hello @Seller_a4veqxfRYWHbF
“We would like to inform you that this matter is being forwarded to our internal team for further investigation.”
Thank you for the information provided regarding the recent issues you have been experiencing on your account. I know getting support can be difficult and so I do want to provide guidance to ensure you are getting the assistance that you need. Would you be able to share more on the specific issue that you are looking to address right now? Do you have the corresponding case ID that I could further review?
I will continue to monitor this thread for any additional details or updates that you are able to share so support can be provided.
Best,
Atlas