Another call from Amazon because of a forum post

I posted over the last couple of days about returning a $79 model because the screen/text was slanted. UPS just picked up the defective model a little while ago, and just a few minutes ago, my phone rang.

It was a tech support person from Amazon asking if UPS had picked up the Kindle, and asking for some additional info on the problem with the one we sent back. He specifically mentioned seeing my post on the forum.

So, this is the second time I've received a call from Amazon about a Kindle issue that I spoke on the forum about. The first was not too long after I got the K2i and had posted about some battery issues.

Looks like we have some Amazon eyes here at times. Perhaps some of the nasty trolling behavior will be taken care of in due time.

About a year ago or maybe more I got a call from executive customer relations about an issue I raised here (I forget now what it was). I posted about some frustrating phone calls I'd had with customer service. I was given incorrect information as if it were fact. When I told the rep I knew she was wrong, she checked with someone else and had her version of the "facts" confirmed. When I called in again, I was given the same incorrect information again. I vented here. The ECR rep who called me when she saw my post said she had listened to recordings of my phone calls, apologized for the incorrect info I was given, told me the reps involved were being re-trained, and a credit was placed on my account. Later that ECR rep either called me or emailed (I forget which) to ask if all was going well with my Amazon experience.

Another time I posted here about a glitch I was seeing on the forum page. Someone from Amazon popped into the thread, asked for screen shots and more info, and then they fixed the problem. So yeah, someone checks in at least once in a while.

I think that would be a fun job, I'm here all the time anyway, it'd be nice to be paid for it! lol!

Customer service is one of the main reasons I will always stick with Amazon. They are the best, especially the Kindle CSR.

If they haven't taken care of the trolling behavior since you had an issue with a K2 - why would they start now?

I agree 100%. When they slip up, they bend over every which-way to make it right -- and they seldom slip up.

This past saturday I posted in the thread about problems downloading samples. I did eventually figure it out (human error -- mine). I later checked my email & had an email from CS saying he/she had seen my post & this is what I was probably doing wrong.

I was totally amazed! Amazon CS is the best ;)

BethJ

I'm another one who sticks with Amazon simply because of the customer service. It's just the best ever!

I would agree about Amazon CS. Years ago I ordered a paperback that only Amazon seemed to even acknowledge was available. Both BN and Borders claimed it was out of print(which it wasn't, but that's another story.:) ) Amazon sent the book. There were pages missing. I emailed CS and they had me send it back at their expense and the sent another one. Same problem. Pages missing, different spot. Talked to CS again. Sent it back again and CS did 2 things: checked the Amazon quantities of this book and let me and the publisher know the print run had been defective. They creditied me for the full price of the book and when a copy came that had all the pages, they sent it. Someone called to say that they went through it page by page. Forever a customer.

When I received my K3 last summer, I posted that it had a sticking power switch. A few minutes later Amazon called me and arranged for a replacement. Amazon CS is the best.

One time last year, on a Thursday, I order an item that indicated it would actually be delivered the next day if I paid for 1 day shipping. I needed the item because I was going into the hospital that Monday and it was something I needed to take with me. A few hours later, I received an e-mail that the order had been cancelled due to a glitch in their system, and that I should place the order again. I did, but by that time, one day shipping indicated delivery on Saturday instead of Friday. I went ahead and ordered it, but worried that it might not arrive in time. It did come on Saturday, but I felt that I shouldn't have had to pay the same high shipping price for 1 day when it was actually 2 day shipping (although I realize that by the time I reordered it, it was later in the day and probably impossible to get the item out for next day delivery). I e-mailed Amazon and told them that if my order had gone through the first time, I would have received the item on Friday (according to the info on the product page), and that the high cost of shipping (I think it was around $35) would have been okay with me, but I wasn't okay with paying that amount for 2-day shipping due to their system's glitch. I asked for a refund of the difference between 1 day shipping and 2 day shipping. Instead, they refunded the entire shipping amount. I said "no, no, I just want the difference between 1 and 2 day shipping, not the whole amount. The item got here in time for its intended use." They insisted on crediting me with the entire amount I had been charged shipping, and apologized for the trouble the glitch had caused me. That kind of response and consideration is why I am loyal to Amazon!

It's too bad other companies don't realize (or care) how much customer service influences their customers.

I never hesitate to buy something from Amazon, just because I know if it isn't right, they'll make it right! LOL, I brag about them all the time.

Just found this thread and I have to agree; Amazon's customer service is excellent. My problems have been resolved promptly, by courteous representatives -- wishing more companies cared about client satisfaction as much as Amazon does. Love to see their scope of services grow, as I am confident in who I am purchasing from. Kudos!

One of the reasons that I'm getting a Kindle Fire is the Amazon customer service. I have a dying iPad v1 and since I didn't buy any extended warranty, apparently I can't even call them about it. I have to make an appointment in the store. I don't understand how that is considered stellar customer service. I've gotten off of the iPhone and it's excessive charges and the iPad is getting replaced with a Kindle Fire. While I hope that I won't have to call CS, I at least know if I do, I will be dealt with fairly. I've had a Kindle since 2008 and the few calls that I had to make were handled wonderfully.

I know the feeling about Amazon CS. A couple of weeks ago they offered to replace my K3, which is two months out of warranty. (I don't know if I'll go ahead with it or not.) And today I got an email saying a Kindle book I purchased was missing content and they were sending a replacement. I don't even remember buying the book.

Amazon CS rocks!

CBS News's Chenda Ngak writes about a Reddit thread and another grateful customer - for DTBs lost in mail.
http://www.cbsnews.com/8301-501465_162-20124849-501465/amazons-good-customer-service-gets-an-upvote-on-reddit/

Amazon CS did a big favor for me today. Not the first time, and I know it won't be the last time. They do rock, big time!

I used to shop anywhere for my video games movies and electronics but because of the great wonderful customer service at Amazon I stopped doing that and now will only shop at http://Amazon.com I have even told various family members what I want for Christmas is Amazon gift cards. They take care of all your needs and problems if one arises which is never. You rock my world Amazon keep up the best customer service around. I am a http://Amazon.com fanboy. Live long and prosper!

I've always known that they review the forum as opposed to some who keep professing that "we are just readers here" and that Amazon CS doesn't read here!

It was nice to see this thread. I am convinced that Amazon has the best customer service of any company, anywhere. I have always received fast, courteous and satisfactory service. My one bad experience was a couple of years ago when I knew the rep was giving me incorrect information and I asked to speak with a manager. I received a return call within minutes, explained what happened and was told I was correct. No excuses, no BS about "system problems", so accusation that I was the one at fault. They gained a customer for life (or at least for as long as they keep up the good service). I buy anything I can from Amazon before I even consider another source and have never been sorry, even for those items I pay a little more for than I might get elsewhere. Amazon should be a model for all consumer goods companies (and also for utilities, banks, and especially United Airlines).

I'll agree they rock. I bought the Company series books clear back in 09. I have so many books on my kindle I'm just barely starting to read them. They were scanned and not very well, I emailed them about it and they sent me the updates. Product number had changed so I couldn't do it myself.

Years ago (late 90's to 2002'ish) that was my part-time job while I was in law school - monitoring community boards on several websites. It only paid minimum wage, but it was easy enough to do, and I could generally get through about 1000 posts an hour. [I also did SQL programming and database admin. for the sites.]

Given that spammy posts and abusive posts generally stay until someone(s) has reported them enough times, I'd be more inclined to think Amazon has a bot that flags posts that discuss customer service within a certain proximity of negative words, or posts that discuss a Kindle within a certain proximity of words re "broken", etc. I could be wrong, but that's how I'd do it at least - much more efficient that way. So in essence they are reading the posts, but I'd be very surprised if they are reading them all.

That makes total sense.
thanks for sharing your experience.

I have never had a problem with anything I have ordered from Amazon, but it is reassuring to know that if I do, they have such great customer service.