Western Perspective


Excellent customer service from amazon.com

By Rob Anderson, in , posted: 10-Feb-2008 16:38

When living in the UK we were frequent customers of amazon.co.uk, and always found their service to be outstanding. Having a bit of a book habit, which has over time developed into a DVD video habit (notably Star Trek), amazon was a great place to buy.

Since being back in NZ, I have used amazon.com from time to time (Star Trek again not surprisingly). My son has developed a CSI New York habit now, and for Christmas requested seson three - amazon.com being the cheapest (and only) source, I put in an order just before Christmas, of course realising it would not be here for the big day, but the boy was okay with that.
I surreptitiously ordered a couple of DVD movies, making the most of the shipping charges.

The CDINY and one of the movies arrived a few days after Christmas - excellent, really enjoyed Star Trek II: The Search for Spock, and the boy was happy with his New York forensics adventures.

But what of the other DVD movie?? After a couple of weeks I contacted amazon.com, email through the web site, asking where my package was. I got an email straight back, stating that the DVD had been "lost in shipping", and they would send a replacement via "expedited international shipping". They did bill me for the replacement, but promptly refunded the charge, leaving me with a couple of dollars profit from the exchange rates.

I was quite pleased about this. Although I had to wait for a bit longer, there was no interrogation, amazon just effectively said: "There has been a problem, don't care whose fault, we will put it right." Take note NZ companies!!?!

But it doesn't end there! A day after amazon sorted it out, guess what? - the DVD arrived (from the orginal order)!

I could have just not mentioned anything, but being the honest geek that I am, I emailed amazon.com again to let them know I had received the item. As the replacement had already been shipped, amazon suggested that I could either pay for the replacement or return it. I investigated returning it, and when I informed amazon that I didn't want to pay for the return shipping (why should I be out of pocket?) they turned around and said "just keep it with our compliments". They even suggested that I donate it to a library or somewhere similar - very civic minded!!?!

I now have two copies of Trading Places, which is a truly entertaining and very funny movie. Any suggestions as to a home for the replacement? Still in it's original packaging, bearing in mind it is a zone 1 DVD.

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Comment by freitasm, on 10-Feb-2008 17:59

The same happened to me when I bought a book about five years ago - they sent me a new one, and the first order arrived just a couple of days before the other one. Again I was told to keep it with compliments.

Very good service and never had anything to complain about it.


Comment by allstarnz, on 10-Feb-2008 20:10

I have bought things off the German and US bits of Amazon (books and DVD's) and have never had a problem with either of them. Things have arrived as described and usually in good time


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Rob Anderson
Bateman
Australia





Ex Telecom Radio Technician, still in the industry working for everyone except Telecom.

Had enough of the cold, upped sticks and moved to Perth, WA.
Now working for NBN Co on Australia's largest infrastructure project ever.

Samosa lover.