"Thanks for contacting us about our postorder price guarantee.
As of September 1, 2008 we are no longer offering discounts if prices change on our website after you make a purchase.
Please know that only orders placed before September 1, 2008 are eligible for a price difference refund under the Post-Order Price Guarantee policy.
If your order was placed before September 01, 2008, and if you see another price change on our website for an item in your order within 30 days from the shipment date, please visit this link to request a refund:
I hope this information clarifies any misunderstanding.
Thank you for shopping at Amazon.com--we hope you'll visit us again soon.
Please let us know if this e-mail resolved your question:"
Amazon is not only going to lose a majority of my business now due to this change in policy (no more post-order price matching), I am now considering NOT renewing my PRIME Membership in October. I don't know if this was really "hurting" Amazon, but the fact they are removing something that made me feel comfortable buying items the DAY of release vs. waiting for a sale just doesn't sit well with me. Thanks Amazon, you have lost my hard earned $$$ and I won't be using your site for X-Mas purchases this year as I have in previous years thanks to this horrible change in policy!
The 30 Day Post-Order policy was one of the biggest reasons for me shopping at Amazon. I was a customer for years before I found out about it accidentally on one of the boards about a year ago.
I am STRONGLY opposing this move by Amazon. My shopping activity has already declined sharply because of the NYS tax, and this is another kick in the butt to long-time customers like me. I've probably spent close to $30k at Amazon over the last 4 years, for personal stuff as well as computer equipment and electronics for my home office since starting my web consulting and design business. With the price protection, I made a lot of impulse buys too, and didn't worry about the price going down the next week, or feeling like a sucker for buying something. I saved $50 on an Apple monitor, another $50 on a TV, and smaller amounts like $1 here or $2 there, but they all add up to savings. The small savings don't really matter all that much, but for me, it was a psychological boost for my shopping addiction.
I'm thinking of starting an email campaign to Amazon to let them know just how much we do not like this change. With the NYS tax and now no price guarantee, Amazon doesn't offer much of a savings for me anymore. I love Amazon, but the bottomline is, they'll be losing my business too, like they've lost Mr. Pink's. I'll be buying from Amazon third party sellers or other sites if Amazon doesn't bring back the price protection.
To AMAZON: BRING BACK THE POST-ORDER PRICE GUARANTEE!!!!!
If if they do a two guarantee ... I can understand not doing a 30day, but it seems most stores, online or in-store have a two week price adjustment guarantee. I hate the feeling of buying something and then in the next day or two or week it goes on sale!
I too am an "impulse" buyer but are moe likly to shop for items if they have a price adjustment guarantee or great return policy.
I just found out about the new policy yesterday and am curious to know how everyone knew in advance. Did Amazon send e-mails, or was it posted somewhere? When I saw yesterday that an item I'd purchased on 9-1 had dropped, I sent an e-mail asking for adjustment and received a reply that they wouldn't be doing adjustments anymore.
Since I hadn't seen anything on Amazon's page noting a policy change, I went through "help" and requested that someone call me so I could find out more. Someone with an accent I could barely understand called me and told me that they not only wouldn't be doing any price adjustments but that they never HAD before. I tried several times to tell him (as best as I could since his English was barely understandable) that I knew that was not the case as I'd just gotten an adjustment as recently as a couple of months ago. I tried to get him to point out to me where the new policy was written, but he said he couldn't help and initially refused to let me speak with someone else! He later relented and put me on eternal hold.
You know, it's not really the matter of a few dollars here and there than gets me as much as them not letting customers know in advance. I think I'll leave Amazon and their stealth policy changes and rude, barely-English conversant CS and shop elsewhere.
TimP wrote: "I guess the alternative woul be to return the item and re-buy it. But that is just stupid to have to go thru that hassle. Plus returning and re-buying would be a PAI for Amazon too. "
There are also rumors that Amazon has been closing the accounts of customers with too many returns. There have been a couple people who posted copies of emails but someone else called Amazon and was told it isn't true. Obviously that's not worth much since they tried to tell you that there was never a POPG. You could probably get away with the return/repurchase method a time or two but I'd save it for a time when there is a significant difference.
As I said in another post... This is a temporary way to increase profits, like the extremely poor order packing recently (which has started to improve this month, probably from so many complaints); it will hurt Amazon in the long run with lost customers and unnecessary returns, which is why I find it no coincidence the news of post-order price policy change and mass account deletions for supposedly "excessive returns" came within days of each other. If Amazon will not even honor their own prices that they like to constantly play with, they can lose at least half of my business (thousands per month) to more competitive price shopping; I have no interest watching my cart for hours or days for the price to change back to normal so I can buy my items; it's their loss.
As someone else suggested in another post, I think the Price Order Guarantee was done away with when Amazon made the decision to welcome Bill Me Later into their bed. Now, it's a much bigger hassle to refund # to buyers who pay via BML. I also hate it that they no longer accept checks and money orders.
I highly doubt that BML was the sole reason for removing the PPPP (yes, thats post price protection policy :p); Amazon could easily have changed the policy to store credit. The only people that knew about or used the PPPP were repeat shoppers, who would be perfectly happy with store credit.
All of these ideas people have mentioned (CSR cost, transaction fees, lost profits from money returned obviously) are all contributors to the reason Amazon did away with it, because they all add up to money Amazon would rather keep than use to keep customers; a short term solution costing Amazon more in the end.
Finally got to talk to an English-speaking CSR for the purpose of making a complaint. I just wanted to let them know that, for me anyway, the fact that they changed the policy with no advance notice of any kind seems dismissive of and disrespectful to repeat customers who've shopped with Amazon long enough not to have felt the need to go looking for small print policy changes before hitting the confirm button.
The CSR stated that they'd changed the policy because it had been "abused" by so many customers. That may very well be, but there's no doubt in my mind that Amazon could've found a way to curtail such "abuse" in a manner less clumsy and thoughtless towards their customer base.
Previously, Amazon had been my first option for most online purchases as much for the high CS standards as the prices, but if they've gotten so big that they can ignore common courtesy and be dismissive of customer loyalty, that's going to change.
Good news is that I went price-shopping on an item that was in my Amazon cart and would've been purchased from them without second thought before all this drama, and found it 20% cheaper at another online retailer! Maybe if enough of their customers start shopping around, they'll rethink how they go about policy changes going forward.
C Woods - "The CSR stated that they'd changed the policy because it had been "abused" by so many customers."
To Amazon.com: How does one abuse this policy? By requesting multiple refunds for the same item within the 30-day window? By requesting small refund amounts (i.e. < $1.00)? It would have been nice if they made a general statement that they were discontinuing the PPP and maybe even sent the ones who have used it before an e-mail to this effect. Instead, those who request a PPP refund for purchases after 09/01/08 are told that this policy is no longer effective.
If abuse was rampant, why not adjust the policy instead of removing it entirely? Maybe limit the PPP period to 14-days instead of 30-days. Maybe limit refund requests to once per item. Maybe limit refund requests to a minimum $ per item. Maybe give a credit for the refund instead of refunding the credit card used which may incur fees. These and many other suggestions have been made since the PPP policy termination was discovered. Surreptitously removing the policy as if it never existed may not have been the best way to do this.
You're preaching to the choir. I didn't ask the CSR specifically how the policy had been "abused", but my best guess would also be small, nuisance requests for refunds-possibly multiple requests for the same item?
Still, as I tried to get across to her, that in no way makes Amazon's dismissive treatment of its customer base as a whole any more acceptable, nor does it make having to try to get information on a policy change from CSRs who can barely communicate in English and aren't even aware that there had ever been a different policy any less nerve-wracking
It's just mind-boggling to me that a company as obviously as smart (well, previously anyway) as this would be so clumsy with something like this. It feels like they're just trying to find out how much guff the lemmings will put up with.
I also question just how MUCH abuse there was previously because, from reading these forums and elsewhere, I'm struck by just how MANY regular customers weren't even aware that there used to be such a policy. I only accidentally found out about it several years after I first started buying from Amazon and in the past two years have MAYBE requested two adjustments, total.
I think that the policy will be brought back in some (amended and limited) form if Amazon gets enough negative feedback from upset customers and, if that turns out to be the case, they'll probably end up losing because they'll be dealing with requests from people who wouldn't have known there was the option before all this drama started.
Thank all the people who abused this privilege. Everyone who thought they were entitled to a price match after the 30 day period. I barely ever used their price match but when i did i felt good knowing i wasn't ripped off.
Seriously ... people on here complaining about customers "abusing" policies ... and abuse that is hearsay none-the-less. Sounds very child-like to me.
DisabledSmurf et al: Stop pointing fingers at me and others who used a policy that Amazon had in place. Start pointing those fingers at Big Daddy Amazon and ask why he chose to discontinue a customer favorite.
If your requesting a credit within the 30 day window under any circumstances, then how can it be abuse. If this was an issue they should have posted guidelines. Amazon's earnings Q2 2008:
Solid quarter in a weak economy. Revenue in line, EPS through roof once including a $53 million one time non-cash gain from the sale of a European DVD business.
EPS: 37 cents (GAAP) vs 26 cents consensus. We'd originally tried to back out the results of the $53 million sale from this number to get a "real" EPS. But, as a reader gently pointed out to us, we weren't recalculating taxes, etc. So we'll leave this be for now.
Revenue: $4.06 billion, up 41% y/y, vs. $3.96 billion consensus (original guidance $3.88 to $4.07B) Net out $0.18 billion in Forex and sales are up 35%.
Operating income: An impressive $217 million. Guidance was $120 million to $160 million. So even factoring out $17 million in Forex and $53 million for the sale, Amazon still posted OI of $147 million.
Guidance: Q3 Revenues at the high end of current Street expecations: $4.2 - $4.425 billion. Full year a little less aggressive: $19.35 - $20.10 billion.
I thought they would do more to help their loyal customers with earnings like this. Thanks a alot.
On a positive note: They did honor my price match today as a "one time" gesture.
I hope that wasn't directed at me. I just posted what the CSR told me and as far as I know it was only her guess, as she only mentioned the "abuse" during the conversation but did not go so far as to give that as the definitive reason for the policy change. In fact, from that conversation and from reading other posts regarding the change, it seems that maybe employees at the CSR rep level haven't really been given a whole lot more information than the customers have, but that's JMHO.
Regardless of WHY the decision was made, it still feels like a bad decision made worse by ham-handed execution.
PS: Actually, I was unclear before by making it appear that the CSR definitively blamed the abuse for the policy change instead of telling me that many customers had been abusing the policy. In fact, she gave me the impression that was the reason without stating it definitively, if that makes sense? It's a small difference, but there is one and I apologize for the lack of clarity.
I have always referred friends and family to Amazon because of the 30 day price match and I too got the Prime membership with this piece of mind and now I will be looking elsewhere and will let the membership lapse, thanks Amazon, now someone else will be getting my business, it was fun while it lasted but now we must part.
I'm upset about it too. Now instead of buying the item and then watching it for 30 days, I'll NOT be buying the item and wait to see if the price drops. I would think that Amazon would rather have me buy an item now, instead of dragging my feet.
If there are a lot of customers who are like me, I can tell you that there is no way that Amazon is going to make more money by making this change. I think that the loss of sales will exceed the money saved. I feel that this was a poor strategic move by Amazon.
If their problem is the headache and personnel expense of administering the program, why not compromise and set some type of dollar threshold? I'll bet if they set a minimum of any price drop greater than $2.00, it would eliminate 75% of the requests. I wouldn't like that change either, but it's better than losing the guarantee altogether.