Actual Amazon IM Chat with Customer Service (bot?), 9:00pm PST. Friday, January 13, 2017

Me: Someone was kind enough to purchase me something from my wish list, Sennheiser HD598 headphones, but they arrived in black and it specifically says they should be the ivory color on my wish list. I’ve never had to return anything before, but I’d like the color I specified.

You are now connected to Prerna from Amazon.com

Prerna: Hello, my name is Prerna. I’m here to help you today.

Me: Are you able to read what my issue is?

Prerna: May I know the order number ?

Me: Where would that be? Is it on the label? It’s from my wish list.

Prerna: Yes sure

Sennheiser HD 598 Special Edition Over-Ear Headphones — Black

Is this the item ?

Me: That’s the item I received. But the item on my wish listis Sennheiser HD 598 Special Edition Over-Ear Headphones — Ivory.

Prerna: I do apologize in this regard.

Me: What do I have to do to exchange them?

Prerna: I am sorry about that we are unable to get the option to exchange the item , I have One option I can go ahead and create a return label for the item and you can return the item and once we received the item refund will be issued back to your Gift card balance.

Me: I did not order them from a gift card. They were purchased for me from my wish list. I do not wish to involve the other party any further.

Prerna: Yes I know , as you will return the item so the refund for the order will be issued back to your Gift card balance.

Me: Prerna, do you know what an Amazon Wish List is?

Prerna: Yes.

So you want to return the item back , as we are unable to get the option to exchange and the refund will be back to Jeffrey

Me: That doesn’t sound very smooth. So I can either accept the black headphones or have no headphones is that correct?

Prerna: Right

Me: Why isn’t the option to exchange available, considering it is Amazon’s mistake?

Prerna: As it is wishlist order you will be unable to get the option to exchange the item

Me: So certain specifications on wish list purchases are at Amazon’s discretion. Is that correct?

Prerna: correct

Me: Thank you. While I believe the wish list concept isn’t thought out well enough to be implemented, I’m inclined to please Amazon — even though I am a customer — and as such, I shall be subservient to Amazon and keep the black headphones. Unless there is an issue with the quality. I haven’t opened the package as I was hoping to be able to get what is on my wish list — which is the Ivory ones.

Have I answered all your questions?

Prerna: Yes

Me: It is a pleasure being subservient to Amazon. I think I can really get into it.

Prerna: I do apologize for the inconvenience caused to you , to make up the inconvenience caused to you I can go ahead and apply promo credit $5.00 on the account.

Me: That is very bemusing. I say go for it.

Will I receive something saying that the account has been credited for $5.00?

Prerna: ​I’ve issued a $5.00 promotional certificate to your Amazon.com account, which will automatically apply the next time you order an eligible item sold and shipped by Amazon.com.

Me: Thank you, Prerna. Will I receive something saying that the account has been credited for $5.00?

Prerna: Yes , I have send email confirmation in this regard

Me: Very good. Thank you for all your help. If there’s anything else I can do, feel free to get in touch. You have a nice evening.

Prerna: We hope to see you soon. Thank you for contacting Amazon.

Me: Thank you again. You certainly will.

My best to Jeff Bezos

Prerna: Bye