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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This is what some corporations fail to get. Being proactive and admitting mistakes go a long way to keeping customers, if not happy, at least not angry. Unfortunately, most corporations view customer service as a cost center to be cut, rather than an asset.