Why do big companies, in this case, amazon, not understand the basic concept of customer service?

Similar questions: big companies case amazon understand basic concept customer service.

I have had to contact amazon customer service several times, for both products and music downloads, and have never had a problem. The representatives are always polite, helpful, and went the extra mile to correct my issues in a timely fashion. Amazon customer service should stand as a model for customer service everywhere.

They have it down to a fine art. Other companies should learn from them!

I bought a kindle DX as a birthday present to myself, earlier this year. It arrived damaged. After being asked to jump through numerous hoops to try to get them to replace it, and spending hours on the phone, I finally said 'Nevermind the replacement, I just want to return it'.

The shipper accepted the return, but then somehow lost the record, so I had no clue as to where it was, who had it, or if I was going to be out the $400. Sure, not amazon's fault, but this added to what was already a frustrating situation, and they do have a certain amount of responsibility in the selection of their business partners. When it finally arrived back at amazon, UPS was still ringing my doorbell everyday to pick it up!

Emails and calls to amazon to to try and track the return, and then to get UPS to stop coming to my door, were met with a shrug and what was essentially a 'not our problem' response. At no time did anyone say 'what can we do to make this right/easier for you? ', instead, everyone kept apologizing without doing anything to minimize my frustration, or see to it that I was satisfied.

I'd been a loyal amazon customer, but loyalty doesn't go both ways. My work involves a limited amount of customer service interactions, and sometimes I'll come across situations that aren't necessarily earth shattering in scope, but for whatever reason it's particularly frustrating to that individual, I'll look at the account, see how long they've been a customer, how much they spend, have we ever 'gone that extra mile', and truly listen to how they're being affected by the situation, and I will be excessive in what I'll do to make that customer happy. Perhaps my own actions color my expectations of what 'customer service' entails, but there was absolutely no effort made by amazon to retain my business, and as a result, they ended up losing it.

The final part, which I just had to laugh about, was that when I requested that my account be closed, they couldn't even get THAT right on the first try! Jpmazur 13 months ago .

I've never had a problem with Amazon.com customer service. It's far more likely that the customer doesn't understand the concept, that they don't understand how to contact them, or what details they need to provide to get a problem solved, or what company is actually responsible for the problem they're having.

Wow, you must work for Amazon, because that's exactly the type of 'passing the buck' response I got from them. Jpmazur 13 months ago .

Nope, I don't work from Amazon at all. I just have a modicum of intelligence. If your car doesn't work, you don't complain to the guy that fixes the street lights.

Your response makes me absolutely convinced that the problem is you. Care to confirm for us? What exactly was the problem that Amazon is unable (or, in your mind, unwilling) to help you with?

AHHAHAHAHAHAHAH I just read your description of the problem, and I was 100% correct. You are blaming Amazon for something that is CLEARLY UPS's fault. Did you ever at any time bother complaining to UPS?

What, exactly, do you think Amazon was supposed to do to remedy this situation? This is not a lack of customer service on Amazon's part - this was your being too stupid to understand what the situation is, and how to fix it.

Well, seeing as how you're acting like an ignorant cuñt, I can understand how you wouldn't take the time to actually read my description. As I clearly stated, I appreciate that the latter portion involving the return had nothing to do with amazon, but due to the fact that the packaging was undamaged when it was initially delivered, I was fairly certain that the unit was defective and the problem was not a result of shipping. It was that they sent me a defective item, but then for some reason, (made even more puzzling by one of the other comments) required a return process that was not as straightforward as 'print a return label, tape it to the box, and give it to UPS'.

It was during my interactions with their employees, when I remained polite at all times, that the problem occurred. I was none too pleased with the rep in India who outright refused to exchange the damaged kindle for a new one because he wasn't finding one registered on my account. Nor was I happy with the rep in North America who double charged my account.

What did I expect of them? Well, courtesy, for one. Access to my information for another, so that I didn't have to explain 5 times that I had the kindle in front of me, giving the serial number each time.

What would have made me happy? Maybe someone saying "Yeah, it sounds like you're pretty frustrated. Especially with the whole shipping situation on top of everything else.

I don't really have access to a resolution for THAT part of it, but, what I CAN do, is if you want to give us a chance to make it right, I can ship a replacement kindle out to you next day. "That's it! Nothing free.

Nothing excessive. We will give you what you had wanted and paid for, and we will make it as hassle free as we can. Is that really too much to expect?

Jpmazur 13 months ago .

Oh, and you're absolutely right, if your car doesn't work, you don't complain to the guy who fixes the streetlights. I'm not sure how that's even a relevant comparison. Really kind of stupid, and befitting of the lovely special olympics medals you're wearing in your pic.

However, if you get e-coli from the burger place, they also quarantine whomever provided the beef. Jpmazur 13 months ago .

I don't believe for a second that you were "polite at all times", as you've shown on this entire thread you are incapable of such a thing. I believe you are a rude jackass who has gotten exactly what you deserve, and I have absolutely no sympathy for you. B'bye!

Amazon has pretty good customer service. I had trouble with my Kindle. I called the Kindle hotline.

I was on hold for 20 seconds. A nice native-speaking support person spent 5 minutes with me to see if he could fix the Kindle over the phone. When he couldn't, he told me to ship the Kindle back to Amazon and I would have a new one the next morning!

And I did! That's great service! On another day when I e-mailed a question, I got the correct response in less than 3 hours!

Again, that's great customer service compared to other Internet companies.

Amazon's customer service is just fine. We're not it.

Why there is a big price difference between circuit city and amazon - extended service plan.

What's Amazon. Com's customer service phone #?

I cant really gove you an answer,but what I can give you is a way to a solution, that is you have to find the anglde that you relate to or peaks your interest. A good paper is one that people get drawn into because it reaches them ln some way.As for me WW11 to me, I think of the holocaust and the effect it had on the survivors, their families and those who stood by and did nothing until it was too late.