Amazon's Amazing Customer Service

dieterpops · 02-02-2011, 08:03 PM

I wanted to tell yet another amazing Amazon customer service story. Today, I dropped my very new Kindle 3G, in just the right way, so the screen cracked. Being the geek that I am, since it was broken, I did the most logical thing, I took it apart to see the insides. Anyway, after I was done, I called Amazon to see if they could sell me a refurb or a return for something less than list price. To my surprise, they are replacing my Kindle, no charge.

I asked, are you sure, you realize my old one is completely demolished? Amazon: "No problem, just send us what you have. We're sending you a replacement and you will get it tomorrow."

Now that is amazing customer service. That's why I'm now a dedicated Amazon customer.

Instead of my Marware case, I think I'll go with a traditional cover to avoid any future problems.

kindlekitten · 02-02-2011, 08:24 PM

w0w! good to hear! what a relief huh?

Percyiris · 02-02-2011, 09:36 PM

On Thursday last week I phoned Kindle support regarding a sticky next page button on my K3. I was on the phone less than a minute, and spoke to a very competent person who told me they would send a replacement. The next day, Friday, it was in my mailbox. They are the company with the best support I've ever dealt with.

oecherprinte · 02-04-2011, 04:26 PM

They are really incredible. I cracked my screen and they shipped a replacement device to germany within 3 days. They even paid taxes for getting the device here.

wvcherrybomb · 02-04-2011, 05:38 PM

This is why I buy everything on Amazon. I order something nearly everyday. If they ever offer their grocery delivery service in my area, I will buy all my groceries from them also. Right now it is only offered in the Seattle area. As it is, I buy some non-perishables via Amazon.

I'm glad to hear your Kindle is being replaced. Amazon doesn't just say they value their customers, they PROVE it!

JeremyR · 02-04-2011, 08:42 PM

As I always say though, their customer service is only good if you call them. Their online support is completely worthless.

Why an online company forces you to call them to get customer support is beyond me...

silasgreenback · 02-05-2011, 02:40 AM

Quote:

Originally Posted by wvcherrybomb

If they ever offer their grocery delivery service in my area, I will buy all my groceries from them also.

Wow and cool.

It'd be worth it to me just to avoid my pet peeve of the non cart returners. Then again, I might wind up being like Bette Davis in Whatever Happened to Baby Jane and have too much liquor delivered.

Kiwimick · 02-05-2011, 07:59 AM

I totally agree with everyone about Amazon customer service and it appears to be worldwide as they are just as efficient here in the UK.
I pretty much do most of my online shopping through them safe with the knowledge that they will deal with any problems quickly.

Amazon

sirmaru · 02-05-2011, 09:02 AM

For me Amazon gave me a credit for the defective original cover with the two hooks FOUR MONTHS after purchae plus a $ 25 bonus credit towards other Amazon products.

If a product is not sold by Amazon, frankly, I would probably not buy it at all.

montalex · 02-05-2011, 11:27 AM

Quote:

Originally Posted by JeremyR

As I always say though, their customer service is only good if you call them. Their online support is completely worthless.

Why an online company forces you to call them to get customer support is beyond me...

If you go here: https://www.amazon.com/gp/help/conta...e_id=200212360
you have a couple of options for support. If you click on "call us" to have 2 options. One is call now. If you choose that option, your phone rings, and a very helpful person will be on the line immediately. I think this is way better than any other option. Amazon solved my problem immediately. I had a replacement Kindle at my door in Montreal in less than 48 hours.

janvanmaar · 02-05-2011, 11:54 AM

Quote:

As I always say though, their customer service is only good if you call them. Their online support is completely worthless.

Why an online company forces you to call them to get customer support is beyond me..

I second that. I have never tried to call them but their online support was completely useless. I have just given up (they do not have a call centre in the Netherlands and they do not call to the Netherlands, so I would have to call abroad - too much hassle). A company in the online business not being able to provide an online customer service is very disappointing for me, especially after all those prayers to their customer services I heard...

Kenneth_irl · 02-05-2011, 12:32 PM

Quote:

Originally Posted by janvanmaar

I second that. I have never tried to call them but their online support was completely useless. I have just given up (they do not have a call centre in the Netherlands and they do not call to the Netherlands, so I would have to call abroad - too much hassle). A company in the online business not being able to provide an online customer service is very disappointing for me, especially after all those prayers to their customer services I heard...

I don't know about the Netherlands, but they called me up automatically after I'd send a mail to them. (I'm Danish)

I have so far only received superb service from Amazon. They are my most used shopping site to date.

DiapDealer · 02-05-2011, 12:42 PM

Quote:

As I always say though, their customer service is only good if you call them.

Why would this be the last option that people consider?

I find it humorous that the people who would most benefit from talking to a real, live human in real-time on the telephone are the ones who are the most reluctant to do so.

The quality of their online customer service is really rather moot. The quality of their hands-on, personal, one-on-one telephone CS makes it so.

janvanmaar · 02-05-2011, 12:44 PM

Quote:

I don't know about the Netherlands, but they called me up automatically after I'd send a mail to them. (I'm Danish)

They have my phone number but they asked me to call them. I replied that I prefer to sort the problem over email since it was of a static nature, not requiring interaction. Their reply was - please call us...

Anyway, I do not want to moan too much - I am pretty happy with the product and a crappy customer service is a standard nowadays, unfortunately... I was just disappointed in the first instance because I definitely expected more after all the positive rumours I heard about the CS. Perhaps it would be different if I was in US or Denmark indeed or perhaps they check the number of books bought by the customer (I only bought a few) - I have no idea...

janvanmaar · 02-05-2011, 12:50 PM

Quote:

As I always say though, their customer service is only good if you call them.

Why would this be the last option that people consider?

Two reasons in my case:
- the issue was of a technical character, with the exact details needed to sort the problem significantly simpler to provide in written form than over phone
- they do not have CS in my country as far as I know (the Netherlands)

And, of course, getting an answer "please call us" after I specifically mentioned I do not wish to call them, is just rude, according to me, and killed any further attempts to deal with their CS

02-02-2011, 08:03 PM	#1
dieterpops Addict Posts: 261 Karma: 134567 Join Date: Nov 2008 Device: Always in flux	Amazon's Amazing Customer Service I wanted to tell yet another amazing Amazon customer service story. Today, I dropped my very new Kindle 3G, in just the right way, so the screen cracked. Being the geek that I am, since it was broken, I did the most logical thing, I took it apart to see the insides. Anyway, after I was done, I called Amazon to see if they could sell me a refurb or a return for something less than list price. To my surprise, they are replacing my Kindle, no charge. I asked, are you sure, you realize my old one is completely demolished? Amazon: "No problem, just send us what you have. We're sending you a replacement and you will get it tomorrow." Now that is amazing customer service. That's why I'm now a dedicated Amazon customer. Instead of my Marware case, I think I'll go with a traditional cover to avoid any future problems.

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
Amazon's Customer Service ROCKS!	Danariel	Amazon Kindle	13	06-12-2010 03:29 AM
Sony Customer Service or Not	the_callant	Sony Reader	2	04-27-2010 06:30 AM
How is our customer service to you?	Robertb	Astak EZReader	63	10-01-2009 10:12 AM
Amazon's horrible customer support/service	jswinden	Amazon Kindle	25	05-15-2009 01:30 AM

02-02-2011, 08:24 PM	#2
kindlekitten Professional Adventuress Posts: 13,368 Karma: 50260224 Join Date: Sep 2009 Location: The Olympic Peninsula on the OTHER Washington! (the big green clean one on the west coast!) Device: Kindle, the original! Times Two! and gifting an International Kindle	w0w! good to hear! what a relief huh?

02-02-2011, 09:36 PM	#3
Percyiris Member Posts: 19 Karma: 10 Join Date: Nov 2009 Location: Southern Ontario Device: Kindle DX Kindle 3 Wi-Fi,3G	On Thursday last week I phoned Kindle support regarding a sticky next page button on my K3. I was on the phone less than a minute, and spoke to a very competent person who told me they would send a replacement. The next day, Friday, it was in my mailbox. They are the company with the best support I've ever dealt with.

02-04-2011, 04:26 PM	#4
oecherprinte Zealot Posts: 115 Karma: 20 Join Date: Jul 2010 Device: Kindle3 3G, Kindle Paperwhite 2	They are really incredible. I cracked my screen and they shipped a replacement device to germany within 3 days. They even paid taxes for getting the device here.

02-04-2011, 05:38 PM	#5
wvcherrybomb Sharp Shootin' Grandma Posts: 847 Karma: 1123940 Join Date: Nov 2010 Location: Sunny Florida Device: Kindle 3, Kindle Fire, Literati (has been adopted by my daughter)	This is why I buy everything on Amazon. I order something nearly everyday. If they ever offer their grocery delivery service in my area, I will buy all my groceries from them also. Right now it is only offered in the Seattle area. As it is, I buy some non-perishables via Amazon. I'm glad to hear your Kindle is being replaced. Amazon doesn't just say they value their customers, they PROVE it!

02-04-2011, 08:42 PM	#6
JeremyR Guru Posts: 973 Karma: 2458402 Join Date: Aug 2010 Location: St. Louis Device: Kindle Keyboard, Nook HD+	As I always say though, their customer service is only good if you call them. Their online support is completely worthless. Why an online company forces you to call them to get customer support is beyond me...

02-05-2011, 07:59 AM	#8
Kiwimick Addict Posts: 211 Karma: 37308 Join Date: Oct 2009 Location: London UK Device: Sony PRS650	I totally agree with everyone about Amazon customer service and it appears to be worldwide as they are just as efficient here in the UK. I pretty much do most of my online shopping through them safe with the knowledge that they will deal with any problems quickly. Amazon

02-05-2011, 09:02 AM	#9
sirmaru Wizard Posts: 2,426 Karma: 6561538 Join Date: Nov 2007 Device: Kindle PW 2013, HDX 2013, Galaxy S5 2014	For me Amazon gave me a credit for the defective original cover with the two hooks FOUR MONTHS after purchae plus a $ 25 bonus credit towards other Amazon products. If a product is not sold by Amazon, frankly, I would probably not buy it at all.

Advert

Advert