Jana, I'm sorry to hear about your bad customer service experience at Amazon.com.
I had exactly the opposite experience.
I called Amazon because it looked as though they had recorded a purchase twice that I had just ordered online.
I put in my telephone number when I requested to talk with somebody at Amazon, and before I could turn around from my computer to grab the phone, it rang, and after a brief recorded message (maybe 10-15 second recording asking to have your order number ready) I was connected to a customer service rep at Amazon--not a recording, a person.
Unbelievable. She cleared up my questions, made sure my order was correct, and we were done in a matter of a few minutes.
Now, for someone who has worked in both retail management and customer service, I treat folks the way I'd like to be treated, and in today's business world, especially online, I think that's pretty rare.
I seem to have no problem piping up when I feel I've been treated poorly, so it's only fair to give kudos when I feel I've been treated right, and while I never had to contact Amazon before this encounter (I had bought from them maybe six times before this incident), I was incredibly impressed with the way they handled my inquiry.
And I have to say Jana, I think your rant about "If their automated response doesn't apply, then too bad for the customer!" is incredibly unfair--"No phone number, no instant chat, no problem solving."
Huh?
I just pulled up Amazon.com on my browser, clicked on "Help" in the top right corner of the Home page, then clicked on the Customer Service button in the box labeled "Contact Us," then clicked on the Phone tab in the middle of the page that was brought up, and that brought up a button labeled "Call Me."
Click it, and a separate box pops up, you put your phone number in, and ta-da, your phone rings!
Four clicks of the mouse in under a minute, your phone rings, and within seconds there's someone on the other end to help you.
If that isn't "personal customer service," I'll eat my mouse.
For what it's worth...
Take care,
Brian
P.S.--No, I do not work for Amazon! |
Date
706 days ago by James Harvey 
680 days ago by Brian Ebner 
