Great Amazon.com Customer Service

[tom slick]

First, customer service isn't "I've never had a problem with them" or "they fill orders really fast" or "they seem friendly." Customer service is "I had a problem and this is how they resolved it."

I ordered a left rear brake caliper from Amazon.com, at least their listing says it's a left rear. What I received was a right rear brake caliper. I double checked the part number and listings on Amazon.com's website for both left and right rear calipers and I received was the correct part number and correct part for that number (according to Amazon.com).
I cross checked the part number against another website and sure enough, Amazon.com's listing has the part numbers switched.
I contacted Amazon's customer service (ACS) through their "chat" feature because I didn't want to play the waiting and guessing game of sending stuff back; wondering if shipping was going to be covered for both parts, processing time, charges and reimbursements, etc.
I explained the situation to ACS agent who proceeded to looked at the listing, made sure she understood what the problem was then offered this solution:
Order the correct part now with 2-day shipping. As soon as it processes I'll remove the shipping charge. Watch your email and you'll receive a pre-paid return shipping label to return the incorrect part.
Both of these were taken care of before the "chat session" was over. I also asked if the listing will be corrected. She answered that she's already sent out an alert to have it checked. It took less than 5 minutes.

That is quality customer service.

 

[Scorch]

Originally Posted By: tom slick
First, customer service isn't "I've never had a problem with them" or "they fill orders really fast" or "they seem friendly." Customer service is "I had a problem and this is how they resolved it."

I ordered a left rear brake caliper from Amazon.com, at least their listing says it's a left rear. What I received was a right rear brake caliper. I double checked the part number and listings on Amazon.com's website for both left and right rear calipers and I received was the correct part number and correct part for that number (according to Amazon.com).
I cross checked the part number against another website and sure enough, Amazon.com's listing has the part numbers switched.
I contacted Amazon's customer service (ACS) through their "chat" feature because I didn't want to play the waiting and guessing game of sending stuff back; wondering if shipping was going to be covered for both parts, processing time, charges and reimbursements, etc.
I explained the situation to ACS agent who proceeded to looked at the listing, made sure she understood what the problem was then offered this solution:
Order the correct part now with 2-day shipping. As soon as it processes I'll remove the shipping charge. Watch your email and you'll receive a pre-paid return shipping label to return the incorrect part.
Both of these were taken care of before the "chat session" was over. I also asked if the listing will be corrected. She answered that she's already sent out an alert to have it checked. It took less than 5 minutes.

That is quality customer service.


Amazon didn't get as big as they are from [censored] customer service

 

[oilboy123]

I had a good experience with them about a year ago as well.

 

[HTSS_TR]

I think of all online retailers, Amazon has one of the best customer service if not the best.

My story was a real surprise result to me. I ordered 2 cases Pennzoil Ultra 10W30 and 2 cases 5W20 when they had deep discounts (or wrong low price) for few hours early this year. After several weeks I received 2 cases 5W20, after 2-3 months they cancelled the 2 cases 10W30 because they could not get any from their distributor(s). I emailed them complaining about the price difference between their price and local retail, they credited to my credit card the difference of about $50-60.

In the end, I have 2 free cases Pennzoil Ultra 5W20 and about $20-30 in my pocket. Talk about good customer service, I could not be any happier.

 

[RTexasF]

Similar with a wireless router..... it conked within 30 days so I called and explained that I wanted another identical router not a refund. The new one (which still works by the way) was sent overnight. I returned the one that went kaput with their return shipping label and that was that. Short & sweet. Since then I have purchased items where Amazon was a bit more expensive than an unknown site/vendor because I knew they would take care of any problem that arose.

 

[HTSS_TR]

Originally Posted By: RTexasF
Similar with a wireless router..... it conked within 30 days so I called and explained that I wanted another identical router not a refund. The new one (which still works by the way) was sent overnight. I returned the one that went kaput with their return shipping label and that was that. Short & sweet. Since then I have purchased items where Amazon was a bit more expensive than an unknown site/vendor because I knew they would take care of any problem that arose.

Me too. I always look at Amazon to see if they have identical item(s) I was looking, if they had it and it was a little more than somewhere else I would buy from them for peace of mind.

 

[NJC]

Originally Posted By: tom slick
That is quality customer service.

Thanks for the story. I don't understand the unfortunate common theme of lousy customer service, as if business does not seem grasp the rampant trickle down effect.

And in the same vein, Amazon's act on your behalf only serves to bolster your reputation.

 

[xBa380]

Amazon has the best customer service and the most easy returns ever. When I return items, I just go to my account and do it all there. You click a few buttons and you get emailed your prepaid labels and everything. I have a Prime account as well, so anything I order is 2-day shipped or overnighted (for $3.99 extra). My girlfriend and I love it. I have Amazon stuff arriving almost weekly!

 

[Schmoe]

When I order on-line, I try and use Amazon as much as possible. Always on time, accurate and good prices. Some items even qualify for free shipping. I think they are the best.

 

[asiancivicmaniac]

I have Prime and one time FEDEX missed the estimated delivery date by 3 days and I sent Amazon an email and they've never shipped anything to me by FEDEX since then. Even overnighted the same item via UPS, which arrived the same time as FEDEX. If they ever have physical store, I think that would be where I would do all my shopping.

 

[Scoot_4_20]

I've dealt a lot with amazon for many years and in general, have always been very pleased. i sell on amazon also.

Got a defective slow cooker on amazon a while back that boiled foods. They paid for return shipping and gave me a full refund with shipping charges included, no questions asked.

I like eBay and amazon. I do a lot of business on both.

 

[Smokescreen]

I wish we had a real Amazon.com up here in Canada instead of the watered down poseur we currently have...it would make a killing up here.

 

[Quattro Pete]

Originally Posted By: HTSS_TR
Me too. I always look at Amazon to see if they have identical item(s) I was looking, if they had it and it was a little more than somewhere else I would buy from them for peace of mind.

Same here. I don't mind paying a little more at Amazon because I know they'll take care of me if I ever have a problem.

Earlier this year, Amazon refunded me 100% of the price of an Asus netbook, even though the netbook was already past the 1 year manufacturer warranty period and Asus wanted nothing to do with it.

Amazon will sometimes also refund you money for mail-in-rebates which you submitted but the manufacturer fails to honor for whatever reason.

 

[97tbird]

I can 2nd all thoughts about amazon posted already. Never had a bad experience with them, and saved a lot of $$ in some cases
...
I might start an Amazon Prime account, as much as I buy from amazon, esp. if they add more to their streaming content...

 

[wrcsixeight]

Amazon is no doubt a good outfit. My only complaints are that many items, the descriptions are just not detailed enough and I need to find out the info about the product from another source.

The other complaint would be the packaging. I once got a master cylinder from them. The Wagner box was just placed inside another box and the MC was just free to dance around inside both boxes unprotected. The plastic reservoir leaked slowly and damaged the paint on my steering gear and frame before I noticed the leak.

The other day I ordered a PCV grommet for 5$ because I could not find it locally in any AP store. Well 5 grommets showed up inside a Standard Motor Products box 1.5x1.5x2.5", and this box was placed inside a 8x8x10 inch box stuffed with the air bags.

This just seems so wasteful to me. That could have just been sent in an envelope.

So basically something that would not have been damaged if a steam roller had run over it was protected to a ridiculous measure, but a product which might be considered the most important part of a vehicle was unprotected.

I know the people that actually do the packaging are not rocket scientists but there should be some basic logical outline to follow, and Amazon has the clout to slap their sellers upside the head for either wastefully overprotecting or ignorantly under protecting products.