Amazon: The Best Customer Service on the Web
Written: Aug 06 '01 (Updated Aug 06 '01)
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The Bottom Line
Amazon lived up to its shining reputation: I have had two wonderful customer service experiences and will continue using the site and recommending it to all my friends!
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| Full Review |
I've been fortunate enough to have had two wonderful experiences shopping with Amazon. I was completely satisfied with all aspects of the shopping experience, including returns, exchanges, and problems and questions.
Part I, a Blissful Return
When I won a $100 Amazon gift certificate from a great, now-defunct gen-x Web site, ytrybe.com, I couldn't believe it. I usually don't win things, except for $2 on scratch-off lottery tickets or silly bets with my friends. This was something new, and I was excited to spend my loot at a site I had heard so many great things about. I was eager to see for myself whether Amazon could live up to its reputation.
I shopped all over the site for something to spend my certificate on. And boy, was there a lot of merchandise to look at! I, along with hundreds of other people, had been under the assumption that Amazon sold books. Wrong. The site sells everything under the sun. Grills, power tools, toys, electronics, and oh, yes, books, too.
I was tempted to blow the money on a load of CDs and books but decided in the end to spend it wisely on a high-ticket item, the Best Data Cabo MP3 player (see review). I was especially thrilled with my choice when I found out that at the time, shipping was free on all electronic items.
I created a user account and processed my order. I felt very confident that the site was secure. In my research of the player and the Amazon site, I came upon some great coupon codes. Unlike some other Internet retailers, Amazon allows its customers to enter more than one promotional code upon check-out. I typed in the code for my gift certificate, the code for $15 off, and the code for the free shipping. All in all, the $130 MP3 player cost me $15. What a deal.
My package arrived very quickily, and I was on my way to digital music freedom. However, after using the player for a few weeks, the connecting cable from the PC to the player became defective. I panicked. How could I possibly return this item? I had been using it for a while, and now it was completely useless!
I was a little discouraged that a direct customer service phone number was unavailable. I put my trust in the general purpose customer service e-mail, explained my problem in detail, and waited for a response.
And much to my surprise, a response came a few days later. I was instructed to send back the original player and informed that they would send a brand new one in its place. I received a postage-paid sticker to put on the return item and the exchange came quickly and worked like a gem. No questions, no hassle, no problem.
Part II, a Cellular Triumph
When looking for a new cell phone and plan, I turned to Amazon. Their cellular department is easy to use to find a phone and a plan in your area. Just type in your Zip code, and you're off!
After viewing many different plans and phones, I decided on Sprint PCS. At the time, Amazon was offering a special promotion on cell phones: $50 off any phone more than $100. My $100 Kyocera phone came to $50. Good deal.
The deal got better when I saw a link for a special Sprint PCS rebate of $30 on any phone. I printed the form from the Amazon site, bringing the total cost of a $100 phone to $20. Again, shipping was free on electronic items. Absolutely unbelievable.
My packaged arrived in just a few days, more quickly than expected. The phone came pre-charged and with detailed instructions on how to set up my PCS service. I called to initiate my service and ran into a snag: The representative I was speaking with said the plan I had selected on the Amazon site was not available.
Again, I panicked. Luckily, this time, I had been provided with a direct telephone number for the Amazon wireless department. I called and explained my problem. The agent I spoke with was very understanding and promised to get things straightened out. He went to work calling PCS and I was thrilled and surprised when he actually called me back to let me know that the PCS representative I had spoken with was incorrect; the plan was indeed available. The Amazon wireless agent also reminded me that PCS would need to waive the activation fee for my phone.
Again, all problems were taken care of quickly, with kindness and expertise. Because of these excellent customer service experiences, I am a loyal Amazon customer and will continue using its services! What a great site!
Recommended:
Yes
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Epinions.com ID:
d_e_ritter
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Location: Chicago
Reviews written: 38
Trusted by: 29 members
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