4 ms·

Amazon gave me great service when they had to do a warranty replacement for my Kindle. It took 2 minutes at 2:30am to convince the guy to send me the replacemen

Amazon gave me great service when they had to do a warranty replacement for my Kindle. It took 2 minutes at 2:30am to convince the guy to send me the replacement. My wife being from Canada didn't believe such customer service even existed, but back in the UK I bought everything through Amazon and they were always great. I did find out in the process that FedEx is as incompetent piece of shit as it was in the UK. The delivery guy left the package in the hallway to my apartment building and obviously forged the signature required as it was an international expedited and insured delivery.

_frog 16y ago
Amazon is great for that, when I got my Kindle I was perhaps a bit too rough with it. It was the week after I had gotten it as a birthday present and I didn't have a case yet but I wanted to bring it with me for a train trip. I threw it in a bag with books, keys and other loose materials and the next time I tried to turn it on, the screen was completely broken. I called up Amazon support and explained the situation to them, being completely honest about how rough I was with it. I was pretty confident they'd just say it was my fault and make me pay for repairs but instead they simply got my Amazon account details off me and sent a new one right away. I mailed the broken one off a few days later and didn't have to wait too long for the replacement despite being in Australia. Great customer service.
- saurik 16y ago
  This is to be predicted, as if you don't have a working Kindle you are not going to buy e-books for it, where they make most of their money on that product line. Companies that have high margins ("the Apple tax") or secondary markets (Amazon, and again Apple with iTunes) have good support because they a) can afford to have it and b) can't afford not to have it: a lost customer is a loss of thousands of dollars of future profits; for most companies you can talk about thousands of dollars of revenue, but the actual profit to be lost from an ex-customer are so low as to make even hiring support staff untenable (most hardware companies), and when they are required the staff are often gulags with very very strict service/refund quotas (telecom companies).
jlees 16y ago
I've had FedEx sign for packages left at my front door with "Mr F. Door".

_frog 16y ago

Amazon is great for that, when I got my Kindle I was perhaps a bit too rough with it. It was the week after I had gotten it as a birthday present and I didn't have a case yet but I wanted to bring it with me for a train trip. I threw it in a bag with books, keys and other loose materials and the next time I tried to turn it on, the screen was completely broken. I called up Amazon support and explained the situation to them, being completely honest about how rough I was with it. I was pretty confident they'd just say it was my fault and make me pay for repairs but instead they simply got my Amazon account details off me and sent a new one right away. I mailed the broken one off a few days later and didn't have to wait too long for the replacement despite being in Australia. Great customer service.

saurik 16y ago
This is to be predicted, as if you don't have a working Kindle you are not going to buy e-books for it, where they make most of their money on that product line. Companies that have high margins ("the Apple tax") or secondary markets (Amazon, and again Apple with iTunes) have good support because they a) can afford to have it and b) can't afford not to have it: a lost customer is a loss of thousands of dollars of future profits; for most companies you can talk about thousands of dollars of revenue, but the actual profit to be lost from an ex-customer are so low as to make even hiring support staff untenable (most hardware companies), and when they are required the staff are often gulags with very very strict service/refund quotas (telecom companies).

jlees 16y ago

I've had FedEx sign for packages left at my front door with "Mr F. Door".