Who has better customer service?

John F · 06-08-2017, 06:03 PM

Mods please delete, I need to add a poll. Thank you

JSWolf · 06-08-2017, 06:05 PM

Sony

barryem · 06-08-2017, 08:02 PM

In 2011 I bought the first 7 books in the Rabbi Small series from Amazon for my Kindle. I didn't know at the time that more of them had been written so I didn't buy the ones that came after until 2014. During that period Amazon added their Audible upgrade procedure where if you have the Kindle book you get a big discount on the Audible version.

I clicked a link somewhere that took me to Amazon's search for Kindle books I own that are eligible for that upgrade and I found the 8th book on the list. That gave me the idea of going back to the first one and getting it and getting one a month till I have them all.

But no! I own all the Kindle versions but only the ones I bought later, 8 and up, are eligible. I called Amazon's Kindle support.

They got an Audible support rep on the line and finally decided there was no way they could get me that discount on the first 7 books. When I bought them that wasn't part of the deal. When they added that they re-issued the books to accommodate that. I had the old issues.

These two support people spent at least an hour trying to figure out a way to do this. After about 10 minutes I was ready to give up the idea. I only occasionally listen to audiobooks and it just wasn't that important to me. But both of them though I deserved the discount and dug in trying to get it for me. During the course of that they got a number of other people involved. Finally one of supervisors suggested they just give me free copies of the audiobooks. I declined that, not really feeling at this point like I had that coming.

But what amazing service that is! That had to have been a really expensive thing for Amazon to do, and they refused to stop trying even after I said I was ready to give up and I wasn't going to be unhappy about it.

Another time, back when the Kindle with the 5 buttons on the bottom was the current Kindle, I had a couple of those and I lent one to a neighbor with a book on it she wanted to read. She returned it to me with a scratched screen, thanks to her cat, who obviously didn't like the book.

I called Amazon to see if I could get a discount on a replacement if I returned that one. They insisted on simply replacing it for me under warranty. I explained that it was user damage and not a flaw or a defect but they didn't care. So I accepted the replacement and then, even though I told them I was in no rush for it since it was a spare, they overnighted it. I felt pretty guilty about that one.

I do realize that there are people who hate Amazon and they do some things I don't like, too. But where customer service is concerned I don't think they have any competition at all. They're in a class by themselves.

Barry

HarryT · 06-09-2017, 06:12 AM

Please continue in the thread with the poll:

https://www.mobileread.com/forums/sh...d.php?t=287191

Thread closed.

06-08-2017, 06:03 PM	#1
John F Grand Sorcerer Posts: 7,941 Karma: 70583139 Join Date: Feb 2009 Device: Kobo Clara 2E	Who has better customer service? Mods please delete, I need to add a poll. Thank you Last edited by John F; 06-08-2017 at 06:05 PM.

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06-08-2017, 06:05 PM	#2
JSWolf Resident Curmudgeon Posts: 79,745 Karma: 145864619 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	Sony

06-08-2017, 08:02 PM	#3
barryem Wizard Posts: 2,459 Karma: 68781975 Join Date: Oct 2012 Location: Arkansas Device: Paperwhite 4	In 2011 I bought the first 7 books in the Rabbi Small series from Amazon for my Kindle. I didn't know at the time that more of them had been written so I didn't buy the ones that came after until 2014. During that period Amazon added their Audible upgrade procedure where if you have the Kindle book you get a big discount on the Audible version. I clicked a link somewhere that took me to Amazon's search for Kindle books I own that are eligible for that upgrade and I found the 8th book on the list. That gave me the idea of going back to the first one and getting it and getting one a month till I have them all. But no! I own all the Kindle versions but only the ones I bought later, 8 and up, are eligible. I called Amazon's Kindle support. They got an Audible support rep on the line and finally decided there was no way they could get me that discount on the first 7 books. When I bought them that wasn't part of the deal. When they added that they re-issued the books to accommodate that. I had the old issues. These two support people spent at least an hour trying to figure out a way to do this. After about 10 minutes I was ready to give up the idea. I only occasionally listen to audiobooks and it just wasn't that important to me. But both of them though I deserved the discount and dug in trying to get it for me. During the course of that they got a number of other people involved. Finally one of supervisors suggested they just give me free copies of the audiobooks. I declined that, not really feeling at this point like I had that coming. But what amazing service that is! That had to have been a really expensive thing for Amazon to do, and they refused to stop trying even after I said I was ready to give up and I wasn't going to be unhappy about it. Another time, back when the Kindle with the 5 buttons on the bottom was the current Kindle, I had a couple of those and I lent one to a neighbor with a book on it she wanted to read. She returned it to me with a scratched screen, thanks to her cat, who obviously didn't like the book. I called Amazon to see if I could get a discount on a replacement if I returned that one. They insisted on simply replacing it for me under warranty. I explained that it was user damage and not a flaw or a defect but they didn't care. So I accepted the replacement and then, even though I told them I was in no rush for it since it was a spare, they overnighted it. I felt pretty guilty about that one. I do realize that there are people who hate Amazon and they do some things I don't like, too. But where customer service is concerned I don't think they have any competition at all. They're in a class by themselves. Barry

06-09-2017, 06:12 AM	#4
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383099 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	Please continue in the thread with the poll: https://www.mobileread.com/forums/sh...d.php?t=287191 Thread closed.

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