Quote:
Originally Posted by FizzyWater
I think they hope most customers won't even notice. If they tell everyone, potentially every customer wants compensation or bennies. This way, they only have to deal with the ones who notice and complain.
I'm not saying it's a good (or bad) thing. Just that it could explain it.
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I don't think Amazon had to knock itself out to inform customers who hadn't shopped there in months, but as soon as someone who was entitled to Prime Two-Day shipping couldn't get it, it should have triggered an automatic explanation and give-back. Because I'm
quite sure those customers noticed that something they expected (and paid) to get in two days wasn't coming for four or six. Now, whether or not they thought it worth their while to contact CS is a very different thing, because sometimes it just isn't worth the time or frustration. But not complaining does not at all equal not noticing, and those who don't complain so you can fix it are the most likely to move on in quiet frustration/annoyance/anger and find another etailer who
does provide paid-for services.