EVIDENCIA 4 – SAYING WHAT YOU ROLES IS

PRESENTADO POR:
CESAR HINESTROZACUERO

SERVICIO NACIONAL DE PARENDIZAJE

DISTRIBUCIÓN FÍSICA INTERNACIONAL
AÑO LECTIVO
2021
1. CASE:

I’m totally disappointed with your company. I ordered some of your product and the
delivery process took longer than expected. I chose you because you said you
were going to ship my order very quick, but it was not like that. Your delay caused
me money and now I want my money back.

2. CASE SOLUTION

Customer

Customer Service

− Hello, good afternoon, I am interested in speaking with Nancy Carrillo, may I

contact her?

− Hello, good afternoon, yes, this is her, who am I speaking to?

− I am Cesar Hinestroza from Amazon, I am calling you since you are one of our
potential customers and I am here to attend your complaint regarding the delay of
your products.

So, Mrs. Natalia, thank you for taking my call. But before I continue, I would like to
ask you a few questions regarding your case.

1. When did you purchase our products?

2. Where did you purchase our products?

3. What happened after the purchase?

− Sure Cesar, look I purchased your products on June 11th of this year, I bought
them through your website as I usually do. When I place an order, it is supposed to
take between 3 to 5 business days and it has been 9 days and nothing has arrived,
this is a big delay and making me lose customers and money.
− I understand Mrs. Nancy, may I know what type of products they were?

− Of course, I bought Biotins, vitamins c, vitamins e and collagen, since I find

quality from good laboratories and very good prices in large quantities, but this time
I have been left wrong and I reiterate that you have made me lose money.

− I understand Mrs. Nancy. Look, I will contact the area in charge of the dispatch of
your products and as soon as they give me a prompt answer, I will contact you.

But I would like to know at what time and where I can send a response to your
case?

− Sure look, my email is Mrnaty1980@gmail.com and with the schedule of

response there is no problem because I would like to have a prompt response.

− Thank you very much for the information provided and of course you will have a
prompt response to your case, remember that I speak with Cesar Hinestroza.

United States, March 2021

Success group

China, East Asia.

We, Amazon.com, Inc. Identified 783. 1245-001 Located in the city of Bellevue,

Washington, U.S.A., we respectfully submit the following situation:

On May 27, 2021, we received a complaint from one of our customers Mrs. Nataly
Cortez exposing a case of delays in her order placed through our website. She let
us know that she has been waiting for more than 9 days for her products, which is
strange to us since you are one of the most punctual shipping companies and we
have been working with you for a couple of years without any problem, I would like
to know the reason for this inconvenience and what solution you will provide us
with as a result of this problem.

We remain attentive to your response.

Yours sincerely: Amazon.com, Inc.

China, East Asia., June 20,

2021
Success group
Amazon.com, Inc
We are very sorry that we had
some inconvenience with the
package you sent to
Colombia.
One of our operators sent it to
San Francisco, California,
USA, when the package was
going to
San Francisco, Antioquia,
Colombia. You must have
thought it was San Francisco
itself, isn't
that funny? Well maybe not.
Anyway we will send the
package to Colombia again
but it will
take a week to recover the
package and send it to the
destination country. For all
this we offer
you a very convenient
discount on the next five
shipments, what do you think,
do you agree
with the 50% discount?
Yours sincerely: Success
group
China, East Asia., June 20,
2021
Success group
Amazon.com, Inc
We are very sorry that we had
some inconvenience with the
package you sent to
Colombia.
One of our operators sent it to
San Francisco, California,
USA, when the package was
going to
San Francisco, Antioquia,
Colombia. You must have
thought it was San Francisco
itself, isn't
that funny? Well maybe not.
Anyway we will send the
package to Colombia again
but it will
take a week to recover the
package and send it to the
destination country. For all
this we offer
you a very convenient
discount on the next five
shipments, what do you think,
do you agree
with the 50% discount?
Yours sincerely: Success
group
China, East Asia., June 20,
2021
Success group
Amazon.com, Inc
We are very sorry that we had
some inconvenience with the
package you sent to
Colombia.
One of our operators sent it to
San Francisco, California,
USA, when the package was
going to
San Francisco, Antioquia,
Colombia. You must have
thought it was San Francisco
itself, isn't
that funny? Well maybe not.
Anyway we will send the
package to Colombia again
but it will
take a week to recover the
package and send it to the
destination country. For all
this we offer
you a very convenient
discount on the next five
shipments, what do you think,
do you agree
with the 50% discount?
Yours sincerely: Success
group
China, East Asia., June 20,
2021
Success group
Amazon.com, Inc
We are very sorry that we had
some inconvenience with the
package you sent to
Colombia.
One of our operators sent it to
San Francisco, California,
USA, when the package was
going to
San Francisco, Antioquia,
Colombia. You must have
thought it was San Francisco
itself, isn't
that funny? Well maybe not.
Anyway we will send the
package to Colombia again
but it will
take a week to recover the
package and send it to the
destination country. For all
this we offer
you a very convenient
discount on the next five
shipments, what do you think,
do you agree
with the 50% discount?
Yours sincerely: Success
group
China, East Asia., June 20,
2021
Success group
Amazon.com, Inc
We are very sorry that we had
some inconvenience with the
package you sent to
Colombia.
One of our operators sent it to
San Francisco, California,
USA, when the package was
going to
San Francisco, Antioquia,
Colombia. You must have
thought it was San Francisco
itself, isn't
that funny? Well maybe not.
Anyway we will send the
package to Colombia again
but it will
take a week to recover the
package and send it to the
destination country. For all
this we offer
you a very convenient
discount on the next five
shipments, what do you think,
do you agree
with the 50% discount?
Yours sincerely: Success
group
China, East Asia., June 20,
2021
Success group
Amazon.com, Inc
We are very sorry that we had
some inconvenience with the
package you sent to
Colombia.
One of our operators sent it to
San Francisco, California,
USA, when the package was
going to
San Francisco, Antioquia,
Colombia. You must have
thought it was San Francisco
itself, isn't
that funny? Well maybe not.
Anyway we will send the
package to Colombia again
but it will
take a week to recover the
package and send it to the
destination country. For all
this we offer
you a very convenient
discount on the next five
shipments, what do you think,
do you agree
with the 50% discount?
Yours sincerely: Success
group
China, East Asia., June 20,
2021
Success group
Amazon.com, Inc
We are very sorry that we had
some inconvenience with the
package you sent to
Colombia.
One of our operators sent it to
San Francisco, California,
USA, when the package was
going to
San Francisco, Antioquia,
Colombia. You must have
thought it was San Francisco
itself, isn't
that funny? Well maybe not.
Anyway we will send the
package to Colombia again
but it will
take a week to recover the
package and send it to the
destination country. For all
this we offer
you a very convenient
discount on the next five
shipments, what do you think,
do you agree
with the 50% discount?
Yours sincerely: Success grou
China, East Asia., June 20,
2021
Success group
Amazon.com, Inc
We are very sorry that we had
some inconvenience with the
package you sent to
Colombia.
One of our operators sent it to
San Francisco, California,
USA, when the package was
going to
San Francisco, Antioquia,
Colombia. You must have
thought it was San Francisco
itself, isn't
that funny? Well maybe not.
Anyway we will send the
package to Colombia again
but it will
take a week to recover the
package and send it to the
destination country. For all
this we offer
you a very convenient
discount on the next five
shipments, what do you think,
do you agree
with the 50% discount?
Yours sincerely: Success grou
China, East Asia., June 20, 2021

Success group

Amazon.com, Inc.

We are very sorry that we had some inconvenience with the package you sent to
Colombia.

One of our operators sent it to San Francisco, California, USA, when the package
was going to San Francisco, Antioquia, Colombia. You must have thought it was
San Francisco itself, isn't that funny? Well maybe not. Anyway we will send the
package to Colombia again but it will take a week to recover the package and send
it to the destination country. For all this we offer you a very convenient discount on
the next five shipments, what do you think, do you agree with the 50% discount?

Yours sincerely: Success group

At the end Amazon Inc. Company accepted the negotiation, the discount on the
next five shipments was 50% each and the package will be returned to San
Francisco, Antioquia, Colombia with Mrs. Nataly Cortez.