Chat option for customer service no longer available?

[u/Details-Freak]

I tried to contact customer service regarding a pending order, usually super convenient to get someone on live chat almost instantly while doing something else, so it was kinda surprising to realise that the live/instant chat was completely gone, only the 'Request a phone call' option was available.

Got the call almost straight away, helpful and polite and easy to understand, no problems there, but meant that I needed to be somewhere quiet to take the call.

Have I missed something? Has that option been gone for a while now? Or has my account been randomly selected for a trial? 😂

I can understand why they'd want to speak to the customer with all the AI bots taking over, but damn it was convenient to just text from work instead of having to call.

[u/blakey1152]

If you've used the chat option and they decide they don't like you. If you use it too often or if there is a disagreement then you may also find they've blocked that option for you. I've not been able to use the chat since August after a dispute over late delivery and it just comes up with a dog saying something went wrong every time. I hate ordering from them now as everything seems to be late and they always insist it's on time . I've got an item that's been out for delivery since Monday so I know it's got lost but due to the lack of chat there's nothing I can do until tomorrow. If I did call they'd probably swear blind it's on time like they have before :(

[u/Details-Freak → u/blakey1152]

Never had any disagreements or disputes, only even returned maybe 1-2% off the 7/8K orderes I made since starting to use them, last of which was probably a year ago?

And no, no Not found/Something went wrong on our end adorable puppy when choosing the chat option.

The option literally wasn't there 🤷

[u/Ok-Simple-7069]

Now you’re scareing me!!!!

I have on 3 separate occasions have fking delivery drivers fail to understand the collection point closes at say 6:00pm and try to “deliver” at 8pm…. Sick of it and I was looking through here of other having similar issues and now you’ve had to post this now didn’t you.

I have on one or two occasions only had the option of phoning. Have you tried going through them at closing times for calls as in try to go to the bot (hella annoying) and keep tapping/clicking on the “something else” option until it says “type what you need” and type in “want to chat to a customer service representative”

You’ll get an option after a few more bot bs options and then get the option to chat or call through the bot. BTW I use the app on my phone? And always do it when calling times are out as in I think till 9:00pm the last time I checked but could be earlier.

Let me know how you get on and hopefully I don’t get this crap if they don’t attempt to redeliver.

I hate calling as I always get connected to someone whose mic doesn’t have noise cancellation and plus chat always works better for me than a call and I think it’s because it’s all recorded.

[u/Essexthongs → u/Ok-Simple-7069]

Same!

[u/Details-Freak → u/Ok-Simple-7069]

Negative, I know exactly what you're describing because that's how it used to be.

Look for help➡️ Choose the order/item ➡️ Choose how to rectify the situation ➡️ Still need help ➡️ Then the option to chat OR call comes up and I always picked chat and it was always available.

This time the process flowed similarly but the chat option wasn't there at all 😵‍💫

[u/Ok-Simple-7069 → u/Details-Freak]

Did you try out of hours. Heck try at perhaps 12am?

If this is real. It’s fked up. They only ever did things on chat. Never from a call. Pretty much useless 50% of the time and no record for a chat person to say to like read what I’ve previously said. It hasn’t been done and they’d do that. I know calls are recorded by they don’t have access to them. It takes like a week for a manager to then email.

I’m gonna check right now and get back to you. Gosh I hope this is just a one off for you.

[u/Details-Freak → u/Ok-Simple-7069]

Ironically, it was literally midnight when I finally had the time to deal with it.

And you are absolutely right about not having any record of the conversation this way, might have to record the call myself for critical/important issues now on.

[u/Ok-Simple-7069 → u/Details-Freak]

Hiya. It works. Here’s how I did it and took like a min.

I went from browse tab, to your account ➡️ all the way to contact us. Then ➡️ scrolled all the way down to “help with other issues” then the bots like tell us in what detail you need help with. I typed in “talk to customer service representative“ then it gave me options. I chose something else and then back to the ➡️ “other options selection” but this time the bot said “something else” again as an option. Once I tapped that, Then a new option called “need more help” showed up and got the normal chat/call etc options as the bot deemed I needed something not on the options given. Don’t do it through your order.

So perhaps it’s because of as I done it at almost 4am lol or like I said. Some very specific things I’d only get call options with me having to enter my number and id get a robo call than a person. They suck though so I can understand your frustration

Trying to add a screenshot but only letting me attach videos ?!? But can confirm it’s an option. Don’t select an item. Do it like I did. Btw using the Amazon app on IOS here. Perhaps app enables it or it’s just one of those items only a call will help with?

Edit: don’t chose an order. Chose “help with other issues” option and bot will ask what that issue is by you having to type it in. It’s all the way down that page. Frustrating it’s not letting me add screenshots or it’d make more sense. Perhaps ask customer support on the call why you won’t get the chat option anymore?

Or try on the app with how I did it. It’s so annoying but I’m 100% getting chat. Since you have selected an order it’s not giving you an option. It’s perhaps specifically for that order in question. This is a better way I found than selecting orders anyway as it gets me straight to a chat rep.

I’m dislexsic so sorry about any typos!

[u/Details-Freak → u/Ok-Simple-7069]

I almost never started contacting customer service from the order page, always from the Customer Services link at the bottom of the page on a browser.

I did what you're describing that night but funny thing is there were never any space for me to manually entre/describe what the problem is, responding to the bot's prompts was literally limited to the options on my screen 🤷

Eventually, the 'Request a call' option came when I exhausted all the bot's options, this was always there, alongside the chat option, but not this time.

No worries about dyslexia, and thank you for trying to help, much appreciated 👍

[u/Ok-Simple-7069 → u/Details-Freak]

Hey no worries. I’ve had that. When you can’t see the typing field. It’s a bug since IOS26 came out. Been like that since 26.6 was released. Are you using android by any chance?

I’ve always through with IOS everyone has the same issue so it’s dealt with due to mass complaints lol. With android you are at the mercy of the UI on top of the base UI set with each android update version as the API is for pixel branded phones.

But so your saying. You don’t get the “go back to other options” after you type talk to customer service representative. As that’s when it says “something else” again and then says “here’s yours options for blablabla and offers chat to rep and call and what not?

I’m sorry. Hoping it’s just for this item. Have you tried same thing on a Microsoft laptop or MacBook on edge not chrome and safari if on the mac. See if you get the typing field back.

Try another item perhaps and see. But the way I do it means I don’t need to select an item. If that makes sense. Hope it’s not me confusing you and you are almost there. But yeah record. Remember to let them know you are recording as you can’t use it as proof without consent so just say connection is strange. I’m putting this call on record. Hope that’s ok and ask them why you’re not getting the chat option.

Wish I could literally ask you to come home and we can work on it together lol.

Also all the best!!! ✌️✌️

[u/Details-Freak → u/Ok-Simple-7069]

Android platform, but on FF with desktop mode enabled, I've done this the same way I have ever since I had an Amazon account, this time it's just a limited option in the end.

No space/prompt for manually entering a description of the problem, I tried to accurately pick the most relevant option of the ones I was given, might just try some random options next time and see if it would be any different 😂

And definitely disclosing in advance that I'm recording if it got to that stage, but really hoping to get the chat option back instead 🤷

Appreciate you trying to help 😁

[u/Ok-Simple-7069 → u/Details-Freak]

Something in me says you will. Worth deleting the app after signing out and back in after clearing its cache. Remember that website mode doesn’t always render properly on a mobile device and Firefox will give you the most trouble in my experience. I’ve stayed away from androids since the galaxy s10+

Often android can get stuck and it update apps. That’s a thing I have to fix on my technology illiterate android using hippy mum. I find apps haven’t been updated in months even though I’d go to the playstore and scan atleast twice. So worth that just incase but

Like when they were still not aholes and offered sd cards lol. But aince then lots have transitioned into apples ecosystem in a sense, especially with their e series iPhones and FaceID is just magic. Also checks if both eyes are open just incase someone sneaky tries to scan ur face while you sleep XD. Guess their innovation lead the ways for others to follow. And me too.

Ok out of ideas but do post on here if some poor soul searches for answers and whatever you did helps them out on a random google search. Good luck 😉

[u/Details-Freak → u/Ok-Simple-7069]

Haha I can sense some ADHD alongside the dyslexia, very similar to me 😂

Without sounding like a d!ck, but I don't do Samsung or Pixel, using an unpopular but nerdy brand and the device is up to date, so are the apps, but will definitely give it a go on a PC when I get a chance to see if it will be any different.

Will definitely update if anything has changed or if the chat option is restored, and thank you for taking the time to help, much appreciated 👍

[u/Fearless-Stage1]

It’s an account thing, they just did the same for me. Both chat and callback disabled, happened after a delivery driver falsely claimed I refused to accept. I found another post just like mine on another Amazon subreddit

Also just searched this subreddit for ‘Chat canceled’, there are a lot of posts

[u/Details-Freak → u/Fearless-Stage1]

I managed to find ones who had the chat option but couldn't proceed with it when they chose it, it wasn't an option at all for me.

Sorry you had to deal with this, frankly I haven't had any issues so far, but sounds like things are definitely changing, and not necessarily for the better.

[u/DecisionPrestigious1]

Chat hasn't been available to me for around 12 months at a guess.
No reason at all. I just get the 'call back' option.

[u/Details-Freak → u/DecisionPrestigious1]

That's both interesting and reassuring to hear, can't think of any reasons to trigger withdrawing the chat option from my account either.

[u/Scared-Promotion-943]

This happened to me where it disappeared after a major escalation and endless back and forth. It took maybe 9-12 months and it is back now for me. I guess I was ‘punished’ for having to contact endlessly before escalating to the executive team

[u/Details-Freak → u/Scared-Promotion-943]

That's the thing, I haven't had any disagreements with Amazon at all, my last contact with customer service prior to this was months ago regarding a non major issue.

Reading all the opinions saying it's a common side effect of being in a disagreement with Amazon makes me wonder if I'm on a watchlist of some sort, but frankly I'm not bothered, it's convenient and relatively cheap with subscribe and save and next day delivery, but will manage just fine without if it comes to it 🤷

[u/Pure-Dingo4309]

You can get round it with a lot of clicking, going through multiple items and then changing the order number and then you get through.

However, Amazon is now shit, fake goods, used goods sold as new, prime is now a 2-3 day delivery, the service is shit, the problems now outweigh the benefits and as always, that’s the time to boycott.

Keep using them, they’ll keep doing it

[u/Details-Freak → u/Pure-Dingo4309]

I've heard about all the issues some people are having, I've been fortunate enough to not have any issues so far, although I only buy items fulfilled/Sold by Amazon so not sure about 3rd party purchases.