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When you put it that way, I start to think Amazon should get into this business. I'm sure everyone has one bad customer experience incident with them, yes, but

by mabbo 9y ago

When you put it that way, I start to think Amazon should get into this business. I'm sure everyone has one bad customer experience incident with them, yes, but overall they're one of the highest rated for customer experience. Then Amazon would say "Hey, while you're on your way there, mind taking a few packages with you?"

fnbr 9y ago
Yup. I've had a number of bad experiences (packages not arriving, wrong thing delivered, etc), but every time, Amazon has made it right. They consistently produce a great customer experience.
- ethbro 9y ago
  They just figured out that cost_to_resolve_complaints < cost_of_lost_customer. Once you make that leap, and commit (via support permissions / manuals / budget) to making that happen, it's a better experience overall. Not least because then it frees you as a business to what you should be focusing on. E.g. "We paid out $x million because of damaged packages. What can we do in the warehouse side to fix this?"
  - nugi 9y ago
    My issue is usually amazon sending the wrong item, or counterfits, dispite their occasionall asinine packaging of my items. That is, assuming the seller bothers to correctly list the item. But they seem to be doing little about any of it. For instance, I recieved 2 vacuum tubes last night. (I ordered 4), and they came jammed in a huge box with no padding on 2 sides. Already scheduled for return. My return rate must be 1 in 10 these days. Is their warehouse overhead so low as to cover this long term? I honestly don't know. But I also know I would stop doing biz wih them in a heartbeat if returning things was difficult. I did so with ebay/paypal nearly a decade ago and am happier for it.
    - djrogers 9y ago
      > My return rate must be 1 in 10 these days. Is their warehouse overhead so low as to cover this long term? The flip side of this is that my wife and I have returned 4-5 packages over the past year, out of 500+...
    - michaelmrose 9y ago
      Maybe you buy from bad merchants selling stuff via amazon? Its possible your choices are leading you on average to have a bad experience. Its likely that your experience isn't even remotely typical
Cshelton 9y ago
Now that I think about it, Amazon would be perfect to do it. I can't remember the last Amazon package I got that wasn't on of their contract, on-demand drivers. Amazon already gives them packages and the optimal route to take and a pretty good estimate of how long that'll take the driver. They could use that and have the driver pick up/drop off people along their route and know a pretty good time frame the driver would arrive.
- apcragg 9y ago
  Optimal route or optimized route? I was under the impression that calculating an optimal route was NP-Hard and not feasible to do at scale.
- IncRnd 9y ago
  > I can't remember the last Amazon package I got that wasn't on of their contract, on-demand drivers. At the moment, there are 10 Amazon packages not yet delivered to my house - 4 haven't updated the computer with their shipping information, 2 UPS, 1 USPS, 2 AMZL US, and 1 from a Foreign Post. > Amazon already gives them packages and the optimal route Optimized not Optimal route.
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by mabbo 9y ago

fnbr 9y ago

Yup. I've had a number of bad experiences (packages not arriving, wrong thing delivered, etc), but every time, Amazon has made it right. They consistently produce a great customer experience.

ethbro 9y ago
They just figured out that cost_to_resolve_complaints < cost_of_lost_customer. Once you make that leap, and commit (via support permissions / manuals / budget) to making that happen, it's a better experience overall. Not least because then it frees you as a business to what you should be focusing on. E.g. "We paid out $x million because of damaged packages. What can we do in the warehouse side to fix this?"
- nugi 9y ago
  My issue is usually amazon sending the wrong item, or counterfits, dispite their occasionall asinine packaging of my items. That is, assuming the seller bothers to correctly list the item. But they seem to be doing little about any of it. For instance, I recieved 2 vacuum tubes last night. (I ordered 4), and they came jammed in a huge box with no padding on 2 sides. Already scheduled for return. My return rate must be 1 in 10 these days. Is their warehouse overhead so low as to cover this long term? I honestly don't know. But I also know I would stop doing biz wih them in a heartbeat if returning things was difficult. I did so with ebay/paypal nearly a decade ago and am happier for it.
  - djrogers 9y ago
    > My return rate must be 1 in 10 these days. Is their warehouse overhead so low as to cover this long term? The flip side of this is that my wife and I have returned 4-5 packages over the past year, out of 500+...
  - michaelmrose 9y ago
    Maybe you buy from bad merchants selling stuff via amazon? Its possible your choices are leading you on average to have a bad experience. Its likely that your experience isn't even remotely typical

Cshelton 9y ago

Now that I think about it, Amazon would be perfect to do it. I can't remember the last Amazon package I got that wasn't on of their contract, on-demand drivers. Amazon already gives them packages and the optimal route to take and a pretty good estimate of how long that'll take the driver. They could use that and have the driver pick up/drop off people along their route and know a pretty good time frame the driver would arrive.

apcragg 9y ago
Optimal route or optimized route? I was under the impression that calculating an optimal route was NP-Hard and not feasible to do at scale.
IncRnd 9y ago
> I can't remember the last Amazon package I got that wasn't on of their contract, on-demand drivers. At the moment, there are 10 Amazon packages not yet delivered to my house - 4 haven't updated the computer with their shipping information, 2 UPS, 1 USPS, 2 AMZL US, and 1 from a Foreign Post. > Amazon already gives them packages and the optimal route Optimized not Optimal route.
- deleted 9y ago
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