Quote:
Originally Posted by issybird
And yet, it was badly handled.
Communication about the problem would have mitigated a lot of irritation. People mostly get that stuff happens. Send an automatically generated email to Prime customers on their first affected order explaining the situation and apologizing, and including some sort of give-back (since they weren't providing a paid-for service).
Instead, I think you had to put a lot of time into this, met with a lot of stonewalling, and while I think you got a free month of Prime, you earned that and it was a miserly recompense on an hourly basis. I'd be surprised if they didn't lose customers during the glitch, when if they had responded preemptively with a free month of Prime while it was sorted, people would have been understanding and delighted.
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I don't entirely disagree. It
could have been handled better (even though I ended up getting
three free months of Prime, $25 in promotional credits, and one free order--refunded, and told to keep it when it turned up--before all was said and done).
But I can't deny that I'm still delighted it's back to normal (even though I had to work a bit for recompense). In the end, the goal is to get my stuff when I expect to get my stuff. I don't care about getting warm and fuzzy feelings from the people selling/getting me my stuff. So while I
wish they would have told me what was up right away, I'm still calling "back on track" (with a little extra swag to boot) a good thing.
I'm just trying to remember that while I know that Amazon isn't "my friend," they're also not my mortal enemy--bent on ruining my online shopping experience forever. Even the warehouses of all-powerful corporate entities sometimes have their roofs ripped off and their interiors flooded by storms. The customer service reps of said all-powerful corporate entities may not be privy to the particulars behind regional logistics problems. They don't watch my local news after all. And managers everywhere leave their employees in the dark most of the time.
Amazon and I are square right now. I'm getting the level of service I expect for my money, and I was was fully refunded (plus an extra $25 and one free order) for the three months of Prime I paid for where my expectations
weren't being met. *shrug*
Not fantastic, not awful, but just above quite adequate. I'm fully on board with "quite adequate" in this day and age.