Greatest Customer Service Chat Log Ever

Sadly I've never had an interaction like that with Amazon support but they always take care of the issue and have either refunded me or sent a replacement item crazy quick and with no hassles.
 
Hmm, my last experience was not so epic.
Someone claiming the name "Oliver" who spoke broken english and put me on hold a lot.
 
Sadly, this guy was probably fired for not following proper protocol and following the script.
 
There is a dept. in Amazon called THOR, sorry don't remember what it stands for, and I'd bet this guy worked in that department.
 
OEM said:
Sadly, this guy was probably fired for not following proper protocol and following the script.
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Beat me to it.

But honestly, I've never had an issue with amazon support.
 
My interactions haven't been this epic, but they have all gone something like: "Me: Issue with item. Them: Terribly sorry. A new one is being 1-day shipped to you with postage paid return box for the old one. Will that be ok? Me: Sure! Them: Have a great day." This even happened with a 1 year old original Kindle that my kid sat on. I was just calling to see if there was a service option, and boom! 1-day replacement, no questions asked, my insistence that it was all my fault put aside.

They don't spend all day with me on the phone, I tell people they're good to do business with, I continue as a happy customer. What's not to like? I buy lots of stuff from them, and have only had to do this ~3 times in 10 years, so I'm not taking advantage of them.

I often wonder why places like Comc*st devote so much time and money to avoid refunding someone $5. My current guess is there is a Sith overlooking the vast customer service warehouse saving malevolently "Yes... Feel the hate and anger increase in the world... The Dark Side grows strong!" OK, it could be a perverse incentive system that top management hasn't fixed, allowing $20 and pissing off a customer to be viewed positively vs. $5 and a happy customer. My money is still on the Sith.
 
Oh Dear, the [H] front page is turning into your 58 year old mother's facebook page where year old internet content shows up because she's only just seen it :p
 
I've had awesome customer service from Amazon, they really do go out of their way to make stuff right. We ordered a huge saltwater above ground pool from them, but the shipping company sent me a standard pump with no saltwater system.

Long Story short, amazon was out of the saltwater attachment, but my local walmart had one for $289. So the CSR got a head CSR who was funny, nice, and awesome, and was like well, here, just in case they raise the price, here's a $400 refund to make sure you can find one somewhere fast. Was like holy hell, I love you, and will be an Amazon/Prime member till death do us part!
 
Every single company out there should look at Amazon's CS, that is how it's done.

Seriously, I have dealt with so many cs reps over the years on this earth from your average in-store issues to over the phone problems from myriad of different businesses and Amazon easily tops every-single one of them by far.

Everytime I have an issue with an item or order they not only fix it, but most of the time they'll bump up the shipping or credit or something else that they didn't even have to (and I didn't even ask for).

Wish more companies put that much care into CS.
 
Stiler said:
Every single company out there should look at Amazon's CS, that is how it's done.
Seriously, I have dealt with so many cs reps over the years on this earth from your average in-store issues to over the phone problems from myriad of different businesses and Amazon easily tops every-single one of them by far.
Everytime I have an issue with an item or order they not only fix it, but most of the time they'll bump up the shipping or credit or something else that they didn't even have to (and I didn't even ask for).
Wish more companies put that much care into CS.
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It is a brutal job the way I see it so it always amazes me that they all can continue to keep a friendly facade and humor too. A very popular deal site I frequent, the members there abuse Amazon among many other retailers like there is no tomorrow.
 
snowcrash said:
It is a brutal job the way I see it so it always amazes me that they all can continue to keep a friendly facade and humor too. A very popular deal site I frequent, the members there abuse Amazon among many other retailers like there is no tomorrow.
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You mean $D? Those people abuse everything there. I've seen people post some fairly unscrupulous tactics.

That being said, I do agree Amazon CS reps are really good. I've had nothing but good interactions with them. The only thing I wish Amazon would change is being able to find out your ebook credit. There isn't a way to know unless you call CS.
 
ravx25 said:
You mean $D? Those people abuse everything there. I've seen people post some fairly unscrupulous tactics.
That being said, I do agree Amazon CS reps are really good. I've had nothing but good interactions with them. The only thing I wish Amazon would change is being able to find out your ebook credit. There isn't a way to know unless you call CS.
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Yes, SD. The people over there are really unscrupulous like you said and CSR is their go to weapon when they cannot replicate a deal correctly. What they do to the CSRs should be a crime.
 
That's what I love about Amazon customer service, they don't argue, they just give you what you want.
 
Other companies could really learn from Amazon. The few times I ever had problems, they fixed it immediately with no questions. Most other companies want to act like it's my fault UPS lost a package or they sent the wrong item. That's why I stick with Amazon.
 
Guess one has to know who "Loki" and "Thor" are in order to understand the banter back and forth on this chat log.
All I know about Thor is he is some guy with a hammer. =/
 
snowcrash said:
Yes, SD. The people over there are really unscrupulous like you said and CSR is their go to weapon when they cannot replicate a deal correctly. What they do to the CSRs should be a crime.
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Mmmhmm, on a recent deal for Alienware computers for example, even though they loved it and thought it was a great deal, one guy said he called Dell and asked to return it after opening it because of XYZ problem (made up) and got $50 discount to keep it, so then they all did that en masse.

$D is why its so hard for many companies to have reasonable customer friendly policies, because a small fraction of the online shopping community abuse systems SO HARD!
 
rigurat said:
That's what I love about Amazon customer service, they don't argue, they just give you what you want.
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Well let's do some math.

Let's say the book this guy ordered cost $20.

If the rep refuses to refund him, he is likely to spend 20-30 minutes complaining, then ask for a supervisor, and complain to the supervisor for another 20-30 min and likely have such a sore experience he might reduce his future purchases.

So if the lower rep is paid $15/hour, and the supervisor is paid $30/hour their wasted time alone is about $20.
Add to that the cost of phone/computer power required to facilitate this whole thing.
Add to that opportunity cost of other customers waiting in line to solve their problems who are getting frustrated and irritated at the long wait times.
Add to that potentially reduced purchases by this disgruntled customer, and the total math just doesn't favor arguing. Sending another book is much much cheaper.
 
rigurat said:
That's what I love about Amazon customer service, they don't argue, they just give you what you want.
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hey, as long as stockholders continue to be rewarded as they continue to post negative net income, why the hell not? Free stuff for everyone!
 
I've never had a negative Amazon experience. I've only needed to contact them twice, and both times they went above and beyond for me. That was a deciding factor on my Prime renewal, and will continue to be so.

Also, I love the chat log. Well done, anonymous Amazon dude.
 
As opposed to an epic Comcast support chatlog:

Comcast: "Greetings, my name is Interruption Cow..."

Me: "I've got a probl"Comcast: "MOOOOOOOO!!!!!!!"

Me: "You billed me f"Comcast: "MOOOOOOOO!!!!!!"

Me: "Seriously, you"Comcast: "MOOOOOOO!!!!!"
 
Another A+ for Amazon CS from me.

I bought a book that my wife really wanted for Mother's Day, and when I placed the order, it said it would arrive by Friday using standard shipping, so I went with that.

The next day, it ships out, but now says it won't arrive until Monday (Mother's day was the day before)

So that's no good, had I known it was an issue, I would have just paid for 2 day.

So, I chat up amazon CS, he tries to expedite the shipping, but it's already gone out. So he places a stop delivery on the order so it can be refunded, and tells me to reorder the book with 2 day shipping, and they'll cover it.

Got it in time for Mother's day, and all was right with the world.
 
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