Dedicated Amazon Account Representative
I run an FBM based business on Amazon, and per usual, we were assigned a dedicated account representative. That gentleman's name is Alex. Alex seriously has NO clue what Amazon FBM is, and stated "I don't really know FBM well, I can help you with FBA though." This response was provided after confirming Alex is in fact the person we are to contact with FBM account level questions.
We schedule meetings with him, he blows them off. We email him questions, he blows them off. He goes so far as to say "you may need to do the research yourself." While simultaneously complaining he has to take his dog out for the 5th time today and may have to cut the scheduled meeting short. How Alex got past amazon vetting is beyond me. Regardless, we've requested a new rep be assigned 10+ times now, and have requested to speak with Alex's manager. All requests are blown off or ignored.
We went so far as to reach out to our previous Canadian rep to see if she could help. Unfortunately she is no longer with Amazon, and was unable to assist fully before leaving.
We simply want a NEW competent account representative as for we just opened another location and have many account level questions the (seemingly) India based sellers support cannot handle. Actually, they direct us to our account level rep.
If any Amazon MOD reads this, our request is VERY SIMPLE. We are asking either to be directed to the process to start the request for a new rep, and/or be assigned a new one immediately. I can truly say with full confidence, anyone is better than Alex.
Dedicated Amazon Account Representative
I run an FBM based business on Amazon, and per usual, we were assigned a dedicated account representative. That gentleman's name is Alex. Alex seriously has NO clue what Amazon FBM is, and stated "I don't really know FBM well, I can help you with FBA though." This response was provided after confirming Alex is in fact the person we are to contact with FBM account level questions.
We schedule meetings with him, he blows them off. We email him questions, he blows them off. He goes so far as to say "you may need to do the research yourself." While simultaneously complaining he has to take his dog out for the 5th time today and may have to cut the scheduled meeting short. How Alex got past amazon vetting is beyond me. Regardless, we've requested a new rep be assigned 10+ times now, and have requested to speak with Alex's manager. All requests are blown off or ignored.
We went so far as to reach out to our previous Canadian rep to see if she could help. Unfortunately she is no longer with Amazon, and was unable to assist fully before leaving.
We simply want a NEW competent account representative as for we just opened another location and have many account level questions the (seemingly) India based sellers support cannot handle. Actually, they direct us to our account level rep.
If any Amazon MOD reads this, our request is VERY SIMPLE. We are asking either to be directed to the process to start the request for a new rep, and/or be assigned a new one immediately. I can truly say with full confidence, anyone is better than Alex.
0 replies
Seller_OvL8C4BJWiuS9
Do you pay for this service? There have been many that say the SAS is terrible and not worth the money.
Micah_Amazon
Hello @Seller_RhdbLYBpzig4e,
Thank you for reaching out. My sincere apologies on the frustration and experience you are having with your assigned account rep. That is not how we want to treat our sellers. Was this rep assigned through Strategic Account Services Account Management Program? I will go ahead and see what the process and policy is for changing a rep. In the mean time, would you kindly open a seller support case and post the case ID into this thread. I would like to review and escalate on your behalf.
Looking forward to your response.
Cheers,
Micah
Seller_Qa4Ez3FnehlYE
Thank you. I want you to know I just added a link to your post as follow-up on a Seller Support conversation. The purpose of that support request (3rd of the day) was "Request for Dedicated Account Rep" wherein I was told that a Dedicated Account Rep does not exist. I'm not sure on the rules/purpose of the role. I'm hoping to find someone I can speak to more than once who knows more about Amazon, Sellers and Support than I do.
If anyone from Amazon wants to have a look: 14517179721, 14517338271 and 14516800161.
