Hello Jim. This is Norman Paul from Amazon.
Hi Norman! I recently ordered a heater from Amazon and it has not arrived yet, are you here to help me with that?
Yes, that is why I contacted you. How are you doing today?
It's pretty cold! I ordered the heater overt a week ago and its still not here!
I'm so sorry about that.
Can you please tell me when my heater will arrive?
We ran out of that heater and want to make it up to you.
Can you refund me or send me a replacement one?
Yes. We can send you the next model up, at a discount from the one you bought.
Awesome! When will it arrive?
I'll send it out now. Could you confirm your address?
Shouldn't you already have it with my account information?
I have to re-enter it for the new order.
I do not feel comfortable doing this over the phone. Is there another way?
I'm sorry, but this is a special offer. So a rep has to do it.
Could you pass me to the manager please?
Sure, one moment.
Thank you Norman
Hello, this is Kevin. I'm a Senior Manager.
Hi Kevin, would you mind telling me which regional base you are calling from?
Raleigh, NC. How may I help you?
I ordered a heater but it hasn't arrived. Norman said you are sending a replacement
Yes. Could you confirm your addrss?
Do you have access to my account information?
No, we cannot see it on the floor.
How did you call me and know my name then?
We ahve your name and number and order. It's for security purposes.
Humor me and say my phone number please
Well, we called you.
Could you give me your phone number so I can call you back in a second?
800-839-8892
Thank you. But I will not give you my address Yes