Getting An Issue Resolved with Amazon Spain

Tricky returns and combative sellers are reasons to reach out to Amazon outside of Spain.



Since living in Spain for several years, I’ve become quite the expert on navigating the ins and outs of Amazon's Spanish subsidiary.
I admit.... I am wired with expecting Amazon's predictable workflows and policy guidelines across all their marketplaces globally.

I also plead guilty of wanting to be treated with respect, regardless of the Amazon subsidiary I happen to be using.

To my defense, let me point out that when I shopped in Colombia, Chile and U.K. these country-specific marketplaces were closely aligned with Amazon's corporate protocols and policies. There were hardly ever any incidents. The majority of transactions were frictionless from start to finish - returns included.


So why do I have to prepare boxing gloves using Amazon in Spain?


Because Spain gets life right, but work wrong. 

Whenever I speak on the subject, it triggers this short-sighted commentary: Since I am in Spain - I should speak the language, address issues in their context, and adapt my expectations.

But, hold on ... I was born and raised in France!

I am not an expat, a digital nomad or a retiree...

I am an American - born and raised in France (at the border with Spain).

So, trust me..I know all about the French Personality Disorder and the Spaniards' sly behavior.

Obviously, I skip their customer service not because of a language barrier, but because of their attitude, lack of empathy and non-existent listening skills.

The American in me kicks in - and I have great difficulty reverting to my European "laissez-faire" upbringing and accepting the bad treatment.

So, I quickly reach a threshold with what I've come to call Energy Vampires.

You see, I worked in the States for over 30 years. The American workplace gave me to a brutal wake up call of my French approach to customer service. During the course of three decades, I developed several habits I am proud of, and a work ethic unheard of in France or Spain.

So in the context of being a consumer in Spain, ....to get anything resolved, you must do it face-to-face, with a bold confidence that is considered rude by American standards.

As you can imagine, growing up in France, I've had extensive training ...

It's just that some days, I don't have the stamina to apprehend a debate session in Spanish, although I speak the language since I was in a boarding school in Malaga as a teenager.

This is usually how it unfolds:

Agents on the phone interrupt you repeatedly and are actively unhelpful.

English-speaking customer service?
Please stop pretending you understand, when you are clearly lost in translation.

Sellers in the marketplace consistently challenge Amazon's terms of service.

Delivery contractors routinely violate Amazon's code of conduct.

Approved refunds are delayed using frivolous pretexts, requiring Amazon to step in.

If you are in Spain and frequently use Amazon Spain, but want to be treated with respect, I will show you how to skip customer service and speak to a US representative.

As soon as you complete the 8 steps outlined below, you will receive a call from an Amazon agent based either in the U.K. or Costa Rica.

Both call centers are operated by Amazon - not outsourced to third parties - and have a growing staff of American expats, so chances are you will have the same courteous and efficient experience I receive whenever I need support.
Let’s get to it.
 
First, I recommend opening 2 separate windows displaying your Amazon Spain account.

Next, follow the 8 steps below.

1) Log into your account on www.Amazon.es (not www.amazon.com)

2) In the top right corner of the home page, click on Devoluciones y Pedidos.

3) Scroll to the bottom of the screen to reach the Footer Section. 

Go to the far right of the footer to the column titled "Necesitas ayuda?"
Scroll towards the bottom and click on Atencion al Cliente










4) Click on the section titled Otros y English (see red arrow)









5) Select: Don't speak Spanish Contact us in English






6) Click on Necesito Mas Ayuda




7) Click on Solicitar una llamada ahora








8) Enter your phone nbr in the field indicated.
==> Be ready, as you will receive a call within 30 seconds!

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