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  1. #1
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    Thumbs up Amazon makes good



    So on Sunday.. I decided to use my AMEX points of pay for most of a Celestron 8-24 Zoom.
    (Using for projection AP as it has T-threads)

    On the same order from Amazon I ordered a couple of smaller items from other sellers on the Amazon system.

    As of this evening, 2 items had arrived one item was in transit. The EP which was ordered directly from Amazon, had not shipped!!

    So I called...
    • Interesting system: I type my number on web and it calls me right away, no hold time. [GOOD]
    • I hear the voice of a nice young woman whose name and accent would lead me to think she might be in India..sigh I guess I know where this is going.... [Bad?]
    • I give her my email and order number and quickly she has my info up and knows what is going on. [Good]
    • She tells me it is expected to ship on the 22nd and I will have it by the 27th. I point out that three other independent retailers shipped well before them and the order says I can expect delivery 22nd-27th since the 22nd is impossible as it has not shipped, that the system is lying. [Bad]
      I explain that as long as it ships within 2 days, I am fine but taking 4 days to ship is unacceptable and a company that was about service would be upgrading it to 2 or 3 day shipping to make up for the delay. She listens, never tells me I am wrong or starts to explain how busy they are and that makes shipping slower etc. (all the stuff we hear usually) then she asks me to hang on.
    • After about 3 minutes she returns and says she is going to ship one with expedited shipping and if the original one arrives afterwards please refuse it, then she puts me on hold again while she sets it up [Good]
    • When she comes back she says they were able to upgrade the current item to one day shipping and I should have it on the 23rd. [Very Good!]


    I used the free shipping, so I don't need it shipped next business day. I never asked for overnight. I was clear about my frustration, but always polite and she never was defensive.

    This is how support from a good company works.
    • You don't make excuses
    • You listen
    • and if you think the customer has a reasonable point about service being below par, you correct it with better then expected options!!
    Kudos to Amazon.. and if they are giving this level of support using call centers overseas.. other business who can't even get it right with locally based customer service should be ashamed. She had instant access to the data and she had the power to CARE for the customer, not just justify bad process. That is how it is done!

    As someone who did several years of technical customer service by phone, I am really pleased someone understands that good support is part of the product not an inconvenience..
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  2. The Following 6 Users Say Thank You to fogfire For This Useful Post:

    BobDob (07-22-2011),jimt (07-22-2011),Joe Lalumia (07-22-2011),kwalker (07-24-2011),RichardJBartlett (07-22-2011),tmohr (07-22-2011)

  3. #2
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    I am absolutely 100% right there with you. I've worked in the customer service call center environment for ten years and am currently a customer service trainer.

    I tell employees all the time that I don't understand why customer service has to be so hard. It's really pretty simple: take care of the customer. Sometimes you have to say no but in that scenario you explain why and you offer something else instead.

    I could write a very long post about my experiences with companies, good and bad, and my thoughts and philosophy on the whole customer experience thing, but alas, I only have 30 minutes of lunch remaining LOL

    What I WILL say is that I've never had bad service from Amazon. I use them as an example of good customer service when I train. I've had several scenarios where, I feel, they've gone above and beyond - here's one:

    About ten years ago I ordered the Cosmos DVD set from the US Amazon, to be shipped to the UK, where I was living at the time. It was about $100 for the set so it was pretty pricy.

    One of the discs skipped and wouldn't play, so I emailed Amazon and told them my concerns and said I would be happy to ship the set or just the one disc back if they could send me a replacement. Within 24 hours, I got a response back from a real person who said, don't worry, we'll just ship you another set of discs and that I could keep the set I currently had.

    Now, I understand they have insurance to cover things like this, but that involves filing paperwork to make a claim so I still think that's outstanding service.

    Here's the twist though - it turns out it wasn't the disc after all - my player had a weird problem that allowed it to play some discs and not others. I bought a new player and both sets worked fine. I actually gave one of the sets away, to one of the artists who actually worked on the Cosmos show in the first place LOL
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  4. The Following User Says Thank You to RichardJBartlett For This Useful Post:

    fogfire (07-22-2011)

  5. #3
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    Similar experience -- I ordered a Kodak Zi8 digital video recorder -- and tracked the shipping all the way to my local post-office where it DISAPPEARED (aparently). I waited several more days until I was sure it would not arrive; then called Amazon. By now it was a Friday-- and the customer service lady asked me to wait till Monday so she could track it down. On Monday she called me back-- said advised me that it WAS apparently lost and then she immediately issued a full credit including shipping.

    I reordered the camera and it arrived on-time (the second go-around). VERY slick customer service at Amazon.
    Last edited by Joe Lalumia; 07-22-2011 at 05:57 PM.
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  6. #4
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    Amazon does pride itself on customer service. They blatantly say they want to be #1 period. I have had terrific experiences with them in the past which means repeat business. Had stuff come that the boxes and packaging were perfect, almost hated to open.

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    You do realize that if the clear night forcasted for the 23rd clouds up, I'm blaming you?
    Name - Verne / Call sign - KF7UHL

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    LOL I had a similar experience to Joe...

    My mother ordered me some books for my birthday but we were away on vacation. When we got back, there were no books. We called the delivery company (FedEx or UPS or DHL... I forget which) and they swore they didn't have them.

    So my mother got a refund from Amazon and re-ordered the books.

    About a week later, there was a ring on the doorbell and I opened the door to find two identical packages, left on my doorstep by the delivery guy. The delivery people had had the original package at their warehouse the entire time.

    I gave the second set of books away to some co-workers
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  9. #7
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    Quote Originally Posted by pederv View Post
    You do realize that if the clear night forcasted for the 23rd clouds up, I'm blaming you?
    Can't blame me.. after you let the cloud gods know you saw the forecast!!
    Ken H. sharing the sky with my 9yr old daughter
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  10. #8
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    10 Am I open the door to head out and there it is sitting on the front porch..
    Good for Amazon..

    Bad for Fed EX because we are sleeping in the front room 10 feet from the door during repairs in the bedroom..meaning FedEX thought it was OK the leave an overnight box outside without knocking or ringing the bell. SIGH!!!
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    Glad that you got your EP and that the Astronomy Purchase Curse hasn't totally hosed tonights viewing.
    Though the Curse is trying, there's a forcasted window of possibly 20% cloud cover around midnight.
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  12. #10
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    Quote Originally Posted by pederv View Post
    Glad that you got your EP and that the Astronomy Purchase Curse hasn't totally hosed tonights viewing.
    Though the Curse is trying, there's a forcasted window of possibly 20% cloud cover around midnight.
    Stop talking about it!!! NA NA NA NA I can't hear you.... don't care about clouds not even looking.....
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