Amazon's Amazing Customer Service

[desertblues]

Originally Posted by janvanmaar

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

After I emailed about my problem and told them I was not on their 'list' to be called, Amazon offered to call me in the Netherlands. As I was away a lot in that time, I preferred to call myself. I had some technical questions that couldn't be fixed by phone. They send me a replacement Kindle within one week, postage paid.
I called Amazon a few times and emailed them several times; but never a rude word or attitude. I would call them and explain your situation/complaint again.

[janvanmaar]

Nice to hear that! Perhaps I was just not persistent enough - I gave it up after my third email.
They were certainly not explicitly rude and always replied within 24 hours. The only thing I found rude was that they kept on asking me to call them after I specifically mentioned I prefer not to.
Anyway, the issue I mention here is several weeks old - based on what you say, I will try it again next time I face a problem.

[Kenneth_irl]

Originally Posted by janvanmaar

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...

Well, it's entirely possible. I had placed about 40 orders that the time, starting in 2008. But most of them were used books, so I don't think they accumulate to a lot of revenue, still a good amount of orders, I guess.

It's probably more likely that it's related to the country that you're in, since you already had placed some orders at them including your Kindle.

I think it does make sense for them not to call someone outside the UK if they only have spead a couple of quids at Amazon at the time.