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AWS is an amazing service and in our past been very accommodating for surprises as long as it seems we know what we are doing and are going to mitigate the caus

AWS is an amazing service and in our past been very accommodating for surprises as long as it seems we know what we are doing and are going to mitigate the cause. I’ve rarely seen this allegiance to the “customer” by an enterprise company. They really do care and they figured out the recipe to make caring scale. What’s odd is the touch points are cold. Ticket system support, phone call back etc. it feels like it’s going to be robotic canned replies but they figured out a way to make the people on the other side smart enough to understand the issue, empowered enough to do something about it, empathetic enough to want to resolve things “fairly”.

tehlike 6y ago
That's from Amazon's playbook. You have an item to return, you get a refund, no fuss. Sometimes they tell you to keep the item too!
- noir_lord 6y ago
  I once ordered an inner-tube for my roadbike, amazon sent me a box of 6, I opened an issue to get 5 returned and they just said "nah, keep em". 4 years later I've yet to buy another tube.
  - agustif 6y ago
    But surely you bought lots of other stuff from Amazon?
    - noir_lord 6y ago
      Nowhere near as much as I used to because I disagree with some of their labour practices and tax affairs. Can't fault the customer service though.
      - mcherm 6y ago
        That's... really a perfect way to sum them up.
- ghaff 6y ago
  The first real issue I ever had was last week though, truth be told, it was mostly on UPS. (They didn't make a scheduled delivery pickup, then their tracking system eventually said they picked something up even though they didn't. Amazon did issue a refund when the item was "picked up" so I assume it's all on UPS now.) The problem is that I was utterly unable to talk to a human at UPS. I even went to a UPS Store but they were powerless to do anything. The thing is that Amazon's automated chat bots and so forth just kept referring me back to UPS.
  - MertsA 6y ago
    I had this same problem on the other end of things. UPS truck pulled up out front with my package, package is scanned as "left at front door", walks out with a couple packages for my neighbors, goes back to the truck and just drives off (and no, I checked, it wasn't one of the packages he left for the neighbor). It appears that the driver decided to save some time and scan packages on the truck as delivered before getting out and then forgot to actually deliver it once he got back on the truck from the neighbor's house. Either UPS doesn't have an easy way to undo erroneous delivery notifications or the driver just decided to dispose of the package when he realized what happened and had a leftover package, either way, they never attempted to deliver the package again. As far as Amazon was considered, the package was delivered and the only option was to return it. There's tons of options for problems with a package, but nothing for "UPS stole my package". I guess they want to make it harder for people to claim that a package was stolen but I can't see why they would go so far to hide that given how prominent actual package theft is. Eventually after going through Amazon's support chat one of the responses was just a generic refund without returning the product but in the end I think that just took that money straight from the vendor for a package that UPS lost/disposed of because of a driver cutting corners to save time.
    - ghaff 6y ago
      Yeah, I got a very strong sense of the computer is the reality as far as UPS is concerned. I made numerous attempts to punch through to an agent at UPS but they forced me to enter a tracking number first at which point the call just dropped back into the automated tree starting with "Your privacy is very important to us."

tehlike 6y ago

That's from Amazon's playbook. You have an item to return, you get a refund, no fuss. Sometimes they tell you to keep the item too!

noir_lord 6y ago
I once ordered an inner-tube for my roadbike, amazon sent me a box of 6, I opened an issue to get 5 returned and they just said "nah, keep em". 4 years later I've yet to buy another tube.
- agustif 6y ago
  But surely you bought lots of other stuff from Amazon?
  - noir_lord 6y ago
    Nowhere near as much as I used to because I disagree with some of their labour practices and tax affairs. Can't fault the customer service though.
    - mcherm 6y ago
      That's... really a perfect way to sum them up.
ghaff 6y ago
The first real issue I ever had was last week though, truth be told, it was mostly on UPS. (They didn't make a scheduled delivery pickup, then their tracking system eventually said they picked something up even though they didn't. Amazon did issue a refund when the item was "picked up" so I assume it's all on UPS now.) The problem is that I was utterly unable to talk to a human at UPS. I even went to a UPS Store but they were powerless to do anything. The thing is that Amazon's automated chat bots and so forth just kept referring me back to UPS.
- MertsA 6y ago
  I had this same problem on the other end of things. UPS truck pulled up out front with my package, package is scanned as "left at front door", walks out with a couple packages for my neighbors, goes back to the truck and just drives off (and no, I checked, it wasn't one of the packages he left for the neighbor). It appears that the driver decided to save some time and scan packages on the truck as delivered before getting out and then forgot to actually deliver it once he got back on the truck from the neighbor's house. Either UPS doesn't have an easy way to undo erroneous delivery notifications or the driver just decided to dispose of the package when he realized what happened and had a leftover package, either way, they never attempted to deliver the package again. As far as Amazon was considered, the package was delivered and the only option was to return it. There's tons of options for problems with a package, but nothing for "UPS stole my package". I guess they want to make it harder for people to claim that a package was stolen but I can't see why they would go so far to hide that given how prominent actual package theft is. Eventually after going through Amazon's support chat one of the responses was just a generic refund without returning the product but in the end I think that just took that money straight from the vendor for a package that UPS lost/disposed of because of a driver cutting corners to save time.
  - ghaff 6y ago
    Yeah, I got a very strong sense of the computer is the reality as far as UPS is concerned. I made numerous attempts to punch through to an agent at UPS but they forced me to enter a tracking number first at which point the call just dropped back into the automated tree starting with "Your privacy is very important to us."