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Amazon: customer service with humour December 13, 2007

Posted by Al in : clever,funny,website , trackback

It’s nice to see a large corporation being able to respond to a customer complaint, albeit a lighthearted complaint, in such an understanding manner. The respondent has understood the complaint, and the complainant, and has responded in such a way that you can only admire her. This is a prime example of top quality customer service, and is also something that would be frowned upon in many other major corporations, due to it’s tongue-in-cheek nature. I can only applaud Amazon for employing someone like Ms Walker, and I hope she gets some reward for the extra publicity her response has garnered for the company.


1. Bishop - December 13, 2007

Nice, You gotta love Customer Services who do not get on thier high horse straight away.

I recently ordered several items for Xmas from Amazon, gift wrapped, to be sent to my Brothers house in the UK.

My sister-in-law recieved the packages at her home, and called me immediatley to say that the packaging was damaged.

Now, both myself and Al (The blogger) use to work in a delivery depot, and I think its safe to say that on a bad day a game of warehouse football may (or may not) have taken place with customers boxes, actually Al being a Deputy manager at the time probably had no knowledge of such games.

Anyway, back to the point, sent an email to Amazon CS :

Today I have recieved all 5 items of my delivry, however
the box in which they arrived looked to have been kicked around the
delivery depot, in a game of 5-a-side football.
> The box was split open and the items, which I requested to be gift
wrapped are looking worse for wear.
> The delivery driver stated that the package was indeed well below
satasfaction, and to that extent asked for the Depot Manager to
check the item before delivery.
> The problem now is that I cannot open the items up to check for
damage, as they are gift wrapped.
> What are Amazon going to do about it?

And got the following reply:

Firstly, please allow me to apologise for the issues you have
experienced with this item.

I have placed a new order for the items “Indian
Head Massage”, “Understanding Indian Head Massage
(Understanding)”, “The Prisoner – 40th Anniversary Special Edition –
Complete [1967]”, “Toni&Guy TG179 Ultimate Control Professional
Tourmaline Joystick Hair Dryer 2000W” and “Zulu (2 Disc Special
Edition) [1964]”, and it will be dispatched as soon as possible to
the same address.

They arrived today in perfect codition. Good to see they take their CS and customers seroiously.

2. Al - December 14, 2007

It’s nice to see some positive customer service reviews for large companies. I’ve been using Amazon for 6 years, and I’ve never had any problem with them yet – so I’m happy to see other people are also pleased with their service.

3. Bishop - December 18, 2007

No mention of warehouse football though………………..

Care to comment????? LOL