What is up with "Support"? We have several item listing issues, "support" just gets stuck in a form letter loop
This is about ASIN B0B77YYQ6H (case # 11451273491), which we have 2 variations of, are and have been licensed to manufacture & sell these for about 6 months now. Last week, got flagged and policy violation.
Submitted my active, legal, and signed contracts between our company and Jeep / FCA USA because we keep being asked for a letter of authorisation. Our contract clearly states where we can sell, what brands and marks we are allowed to use, how we can use them, and what platforms we are allowed to sell on.
The really frustrating thing is that our contacts at Jeep are pulling their hair because a ton of licensees like us are facing the same issues with our products being pulled down, and “support” sending out the same annoying form letter (I got 2 of them today, same one) while ignoring any documentation or writing we provide.
Amazon… you need to stop offshoring support for brands. Brand registry support should be in the same country as the brands they are supporting. There are real cultural and language barriers here, that should not get in the way of outside companies from just working in commerce.
Posting in hope that one of the support staff here on the forums might be able to pass this unfortunately common issue through to someone who might actually do something about it.
What is up with "Support"? We have several item listing issues, "support" just gets stuck in a form letter loop
This is about ASIN B0B77YYQ6H (case # 11451273491), which we have 2 variations of, are and have been licensed to manufacture & sell these for about 6 months now. Last week, got flagged and policy violation.
Submitted my active, legal, and signed contracts between our company and Jeep / FCA USA because we keep being asked for a letter of authorisation. Our contract clearly states where we can sell, what brands and marks we are allowed to use, how we can use them, and what platforms we are allowed to sell on.
The really frustrating thing is that our contacts at Jeep are pulling their hair because a ton of licensees like us are facing the same issues with our products being pulled down, and “support” sending out the same annoying form letter (I got 2 of them today, same one) while ignoring any documentation or writing we provide.
Amazon… you need to stop offshoring support for brands. Brand registry support should be in the same country as the brands they are supporting. There are real cultural and language barriers here, that should not get in the way of outside companies from just working in commerce.
Posting in hope that one of the support staff here on the forums might be able to pass this unfortunately common issue through to someone who might actually do something about it.
0 resposta
Seller_OChH0VD9utdxq
Posting this here got us a couple emails. And this morning, I log in to find yet another email, from yet another overseas “support” agent, asking us for a LOA, ignoring the CONTRACT that has been uploaded that shows a clear affiliation, name usage rights, distribution areas, between my company and the mark in question.
Why do we need to come in here, and post publicly these issues, to get any attention to problems? And why are they never addressed without this kind of headache?
This is getting DUMB.
(and for those wondering, I’ve uploaded the full , signed, contract in multiple formats multiple times to every case.)
Seller_OChH0VD9utdxq
Of course, I post here, and get an email from a seemingly friendly support agent. I again forward over all documentation, which has been previously accepted by amazon and is still valid, adn this is the answer Sunday AM.
WTF.
Glenn_Amazon
Greetings @Azzy_s_Design_Works,
Thanks for raising your concerns with this process. I've escalated your case 11451273491 to see what options exist. I won't be able to share why your documentation is not being accepted but the team will review to ensure the documents are being reviewed correctly. Thank you.
-Glenn
Seller_bn8DWWmTSpHb0
These are the same agents who recently repeatedly insisted that Bugs Bunny was a living, breathing person.
I currently have two cases open where they’re pulling the same laziness on me as they are you, and even @KJ_Amazon can’t get them to do their jobs or look at the evidence they asked for. Just the same lazy script and fake apologies over and over and over and over and over…
I feel your pain.
