Audiobooks discussion

I really appreciate when other members share their experiences and support each other.

Earlier this month, I reported that Audible did not apply my coupon to a Whispersync Deal purchase and charged my credit card for two books. I contacted support and asked for that purchase to be applied to my coupon instead. Much chat support pain ensued. I didn't get what I asked for, but at least I was able to use my coupon.

For more on that story, please refer to my last post:

https://www.goodreads.com/topic/show/...

Fast forward to today and a new glitch that I reported to Audible.

"I just purchased The Ice Queen, the Daily Deal ($3.95). When I started the transaction on my laptop, the total listed was $20.41. That total is the regular member's price ($24.47) less my coupon ($4.06). That was obviously wrong; so I switched over to my tablet. It looked like I was just going to be charged the Daily Deal price and I committed to purchase. However, the email that I received states that my total cost is $20.41. The purchase price of $3.95 should have been applied to my coupon. After my purchase was applied, I should have had $0.11 remaining coupon. Instead I have $0 remaining coupon and a credit card charge of $20.41. Please remedy this error."

Alvin offered to process a refund and give me the book for free. I have to wait for three days to see if that happens, but I wanted to offer a heads up, in case anyone else experiences this glitch.

Barth
Unpaid Quality Assurance Analyst for Audible

PS. I don't remember signing up to be a beta tester, but apparently that's what I am.

What a mess! I am amazed that you have managed to keep so much of your sense of humor over this storm of stupidity from Amazon.

I also had problems using a coupon last week. I closely monitor and take screen shots of all my transactions so knew something was wrong right away.

I used the chat function and the lady simply deleted and added a 'new' coupon. From there on all was well with the rest of my purchases (all were whisper sync deals).

Thanks for the heads-up though. At least I know I'm not along.

Maybe I need to start taking screen shots. It just seems so much bother.

I promised an update and here it is--my verbatim response to the customer service survey.

I waited until I had confirmed my credit card activity. As reported by the chat transcript, I complained that I was charged $20.41 on my credit card and $4.06 of coupon funds for something that was supposed to cost $3.95. Alvin promised, "In this case here's what will I'm going to do I will process a refund for the charged then. I will just re add the book on your library. And it will be free." That's not what happened. Yes, my credit card was refunded. I still paid $4.06 for something that I expected to cost $3.95. And that is also a far cry from free. Colour me, Not satisfied.

Scribd? Hmm.

Barth wrote: "I promised an update and here it is--my verbatim response to the customer service survey.

I waited until I had confirmed my credit card activity. As reported by the chat transcript, I complained ..."

Good comments, Barth. I don't expect they got any 3, 4 or 5 stars, either.

Bart wrote that he paid Audible $4.06 for a $3.95 book. Was the added 11 cents sales tax?

Kathleen wrote: "Bart wrote that he paid Audible $4.06 for a $3.95 book. Was the added 11 cents sales tax?"

In my first post, i explain the 4.06. It's not tax.

Julie wrote: "Barth
I've been listening to Scribd for my free month, which is about ready to run out . If you have yet to try it, you may want to try the free month and see if it is for you.

Thanks, Julie. That's interesting.

CatBookMom wrote: "Good comments, Barth. I don't expect they got any 3, 4 or 5 stars, either."

Thanks, CatBookMom. If Audible was listening, I would ask to speak to a manager. The response to my feedback just angered me. George--perhaps, Gregg's brother--cannot read and he cannot do simple math. He spun a story that $4.06 is 30% membership discount from $24.47. According to my math, 30% of $24.47 is $7.34.

I don't intend to give feedback again because Audible is proving that they don't care one whit about customer service.

Thanks for contacting Audible. My name is George and I am glad to assist you.

I apologize for the confusion.

As you stated before we issued a full refund of $20.41 back to your credit card used for the order of the "The Ice Queen" audiobook.

The $4.06 you mention is the 30% automatic membership discount for any order you place using your credit card.

The book regularly costs $24.47 but since you received the 30% automatic membership discount ($4.06) we only charged you $20.41. Which was the amount refunded.

The 30% membership discount will always apply towards the order of any audiobook when you use your credit card.

We cannot refund a discount since it was not charged.

The book was added back to your account for free in order to compensate you for the inconvenience.

I apologize if you are not satisfied but we cannot give you any other compensation since we already added the book for free.

Barth wrote: "I apologize if you are not satisfied but we cannot give you any other compensation since we already added the book for free. "

I think you need to explain it in baby terms and point by point.

1. I wanted to use the $4.06 that was left of my coupon.
2. I decided to buy the daily deal which was $3.95.
3. There should have been 0.11 left on my coupon.
4. You charged me the full member price for the book, and you used my coupon.
5. When I complained, you refunded me the full member price of the book and said I could have the book for free.
6. My $4.06 coupon was not returned.
7. I ended up paying $4.06 for a $3.95 book and you say I got it for free.

They might understand it better if they see the timeline.

Argghhhh!

I recently had a totally frustrating experience at my local Staples, and used the feedback link at the bottom of the receipt to tell them about it. I got a response from someone who claims to be the president, assuring me that people down the chain will be dealing with the issue and re-training. Didn't offer me diddly.

Given that Amazon has owned Audible now for several years, I keep thinking that the good customer service I get with Kindle issues would surely by now have begun happening with Audible. And I - and you, among other audiobook friends - keep finding out that it's not. If anything, it seems like the problems are more widespread and more frequent than just a couple of years ago.

Janice wrote: "I think you need to explain it in baby terms and point by point ..."

You may have a point there.

Hpstrangelove wrote: "I also had problems using a coupon last week. I closely monitor and take screen shots of all my transactions so knew something was wrong right away.

I used the chat function and the lady simply de..."

I had the same experience as Hpstrangelove. When I contacted Audible about a coupon not working, they deleted the coupon and added a new one; the new coupon worked fine for a daily deal and some Whispersync purchases. Maybe there was a batch of bad coupons?

But, I agree, it's very frustrating anytime a CS rep doesn't understand your problem.

Barth wrote: "I don't intend to give feedback again because Audible is proving that they don't care one whit about customer service."

This has recently been my experience as well. I've been a big audible fan for about ten years (100 books purchased) and introduced a dozen people to the service only to find that when something goes wrong (double billed), they basically tell you to go stuff it. I couldn't even get an apology for the issue either.

I guess I need a new service.

Daniel wrote: "I guess I need a new service."

If you find one that works for you, let me know.

I was triple-billed for my Platinum renewal in October, over 2 separate days. I clicked to renew, but they had automatically done so prior to that, and then they charged it again. Yikes! Fortunately, I don't get a lot of emails, so the duplicates popped right out, and I checked my account. I called to have the 2nd and 3rd charges reversed, and they were done right away. And they did show up in my Visa billing as credits to my account, too.

I would really like a choice to NOT have the account renewals done automatically.

CatBookMom wrote: "I was triple-billed for my Platinum renewal in October..."

That is galling.

I agree that I prefer to renew manually. OTOH, if a member planned to roll-over credits and missed the deadline, he might prefer automatic renewal. And I do appreciate that Audible sends me a renewal reminder; some annual subscription services don't.

Glad you got your money back.