Notes

Opening

Hello, thank you for being a Prime member. My name is Jamchinlian, I am here to help you.
Hello, my name is Jamchinlian. I am here to help you.
Hello, my name is Jamchinlian. How may I help you?
Hello, my name is Jamchinlian. How are you today?

Apology
I appreciate your understanding in observing that we are doing all this to get this resolved for you.
I'm sorry for the inconvenience caused due to this issue.Please do not worry, I'll certainly help you with this.
I'm sorry for the inconvenience you experienced in this case.
I'm sorry for the hassle you faced.

Please take your time.
Please accept my sincere apology. I would have felt the same if I were in your place.


Assurance
I want to explain the reason behind this, the picture resolution of the video is decided by the content owner(owner of video).

Please be assured that I will try my best to fix this for you.

Please do not worry, this type errors are very rare and I assure you that it will not happen again.

Please do not worry, the occurrence of this type of errors are very rare. I assure you that you'll not face this again.

I will do my best to assist you with the concern.


Hold
Please allow me a moment to look into this.
Please allow me a moment while I go through your previous chat conversation.
Could you hold this for 2 minutes while I look into this for?
Please allow me a minute or two while I research this for you.
Thank you for waiting.
Would that be okay for you?`
Thanks for your patience.
Thank you for being on hold.
Thanks for your time and patience. Relative team will need to help you with this. Please hold while I transfer you.
One of our Specialists will assist you shortly.



Fire TV replacement :

Could you please help me with the order number of this device?

In this case, I will make an exception and initiate the return of the device but the refund price will be set according to the condition of the device once we receive it.

It seems that there are some technical glitch with this Fire TV stick, however you do not worry, in this case let me go ahead and try to create a free replacement for you.

It seems that there are some technical glitch with this Fire TV stick and I can see that this device is out of warranty, so I am not able to create a free replacement,

however for your help I will go ahead and issue $25.00 promo in your account so you can purchase new Fire TV stick at huge discounted rate . .

Could you please help me with the shipping address ?

Could you please help me with the order number of this purchase ?

And last 4 digits of your credit card, it's only for account verification.

I've created the free replacement and now please use this link to return the defective one. Please do not return the accessories like remote and power adapter:

The replacement will be delivered to you by

I have checked and found that you have purchased this device from retail store, that is why you need to pay for the return this defective device,

however please do not worry, once you return the device please contact back and tell us the return charges and we will refund it right away.



Transfer
Transfer chat need to help you with this. Please hold while I transfer you. One of our Specialists will assist you shortly.
Due to nature of your concern, a member of our relative team will need to help you with this. Please hold while I transfer you. One of our Specialists will assist you shortly.

This is Amazon Fire TV Team. I am not trained in this query, in this case, I will connect you with the (name of team) team. Please stay connected.


Refund
I've issued a refund in the amount of $(amount). You'll see the refund on your credit card statement in the next 3-5 business days.
Please do not worry, In this case let me go ahead and issue a full refund for this order.

A refund has been issued for" ---" in the amount of $---
You will receive the refund in your credit card within 3-4 business days.

I can see that the recently placed order did not go through and you have not been charged for it.You don't need to worry,

you will not see the charges for this order in your card statement, there was some problem with the card while charging you for the order.

I am really sorry that you didn't get the in-app items, it seems to be some technical glitch with the app, however, you don't need to worry,

I will go ahead and issue full refund for the this order and then you can try again to purchase it and check if its adding into the game.

The refunded amount will be credited to your default payment method with in next 2-3 business days.

UK cx
I have checked your account and found that you are currently connected to Amazon.com Customer support.

To help you with this information,I would request you to contact our Amazon.co.uk customer support for more help on this,

as they will be able to look into your account details, and help you with the prime details on your amazon.co.uk account.

You'll need to contact our partner site, Amazon.co.uk, for more information. As our international websites operate independently.

You can contact them directly at:
http://www.amazon.co.uk/gp/help/contact-us/general-questions.html

Closing
You're most welcome! Is there anything else I can do to bring smile on your face?
You're welcome! Is there anything else I may help you with?
It is my pleasure to assist you. Before we end this chat, may I ask if I was able to address all your concerns today?
You're welcome. Thank you for contacting Amazon.
If you wish I will send you a confirmation email regarding same?
You will receive a confirmation email regarding this refund shortly.
We hope to see you again. Have a great day.
It was a pleasure assisting you today!
It was a pleasure assisting you!
Please do click the *End Chat* button on the top right corner of this window .

Have a good day! :)
I wish you have a great day ahead.
It was a pleasure assisting you today! We look forward to seeing you again soon.
Take care !
Bye



Real Time troubleshooting
In this case, it seems that we need some real time troubleshooting over the phone. Let me take you on call.

Please help me with your contact number so that I can connect you with one our phone representatives.

I have checked the details here and I can see that its an ongoing issue with this and we have already escalated the problem to the technical team.

We have been contacted by several customers for this error on website while accessing the deal. I would request you to please try again after one hour.

If you face this issue after 1 hour , I would request you to please contact us again , please do not worry its a temporary glitch and

we have already escalated the problem to the technical team, and it will fixed soon.

I've personally raised a ticket in this matter and the technical team has already requested the Content Provider to

redeliver the episode as soon as possible as the issue is with the content delivered.

Thanks for your understanding. Apart from this, I'm issuing a special credit of $5.00 in the account which will be used on your next digital purchase.

I know its not the solution to the problem but I can assure you that your case will be heard in the management.

Feedback
I will take a feedback of the unavailability of this episode and send it to our technical team for consideration so

that they can make it available in earlier as soon as possible.

Unavailability of Anything:
I really wish, I could be more helpful but this is something which can be done by our Amazon Instant Video development team.

I appreciate your patience while we work on the fix for the issue.

Considering your contact as feedback I have forwarded it to the development team of Amazon Instant video so that we can work on this feature and

make it available in near future as improvements. I’ll be sure to pass your comments on to the Amazon Instant Video team.

I understand that it is really disappointing, however, I have forwarded to the Amazon Instant video team so that they can work on it.

We always work on our customers feedback and interests. I’ll be sure to pass your comments on to the Amazon Instant Video team.

No worries, I am eager enough to forward your concern as a feedback and make sure that this will be part of the future features.

Customer feedback like yours is very important in helping us continue to improve our website and services. I appreciate your thoughts, and will be sure to pass your suggestion along.

We'll consider your feedback as we plan further improvements. Customer feedback like yours is always important to us.

I'll be sure to pass your message along to the appropriate department as we continue to improve the Amazon Instant video experience for our customers.

I will definitely take all your suggestions and make sure that it must be heard in the management for future changes.



UN-Redeem

You do not need to worry about it, in this case, I will do one thing for you, I will go ahead and unredeem all the credit that you have and issue a fresh credit for the same amount.

It can only be used for the digital videos, however, I will make some appropriate changes so that you can apply the credit on DVD.
Just make sure that they are sold and shipped by Amazon.

PRIME LOGO.

Also you can recognize a Prime video by a Prime logo on top left corner and a "Watch now" button in green.

You can identify eligible videos by looking for the "Prime" logo and "Watch Now" in green button on the video detail page.
I also want to show you about how you can check it anytime.
one way is to simply adding "piv" after "www.amazon.com" (amazon.com/piv)
So, it will be:
www.amazon.com/piv
The other way is:
Go to Amazon.com and then select "Amazon Instant video" in search filter.
Shall I walk you through to make sure we are on the same page?

This is same everywhere. You just need to check whether the video which you want to watch has a "Prime" banner on the top left hand corner.


AFTER TT RAISED
I've successfully forwarded the issue to our engineers and they'll start working on it. We'll follow up with you via email once we received a response from them.

I'm really sorry for the inconvenience and I do appreciate your patience while we further check on this matter. Rest assured that I will personally make a follow up

on the issue and get back to you through email once our developers has insights.


Customer Feedback:
Customer feedback like yours is very important for us in order to improve our services in future

This is an excellent point and I appreciate you taking the time to pass it on to us. We value your loyalty & business relationship

It is but natural for you to expect this high level of service, especially after being a loyal customer with us for such a long time

We really value your input & accept your suggestions
When the customer compares Amazon to another content / service provider:

1. I appreciate how you feel about our competitors but rest assured Amazon content and services are top-notch!

2. As you know we are constantly improving. We try our best to give you the best services amongst our competitors

3. We keep updating our resources / databases so we request your patience with this content

4. If something is not available right now, let me assure you that someone, somewhere in Amazon is aware of it and working on making it available in the near future

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