Quote:
Originally Posted by Uncle Robin
The contrast with Amazon's "phone 'em and they'll waive the $20 for ads on the Kindle" approach is staggering. I don't like Amazon, but they have a clear big picture grasp of customer support, as opposed to the suspicious, penny-pinching obstructiveness of Kobo
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While I'm sure we could all come up with things we don't like about Amazon, they did two very, very smart things with their CS people. First, they gave them wide discretion (within a certain $$ value) to solve customer's problems. And second, they directly incentivised them based on customer satisfaction. The result is that you can almost always reach a reasonable solution if you can get to talk to someone. (For some things, like a hardware problem with your Kindle, it's easy to talk to someone. For others, it's HARD to actually get to speak to someone. That's one of those things I don't like about Amazon.)