3 ms·

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 produ

by 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

3 ms·

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 produ

by 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