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Who needs to look up anything? They already have to scan the box and note the serial number of the item. Most of the time, these will just match and there's n
by actually_a_dog 5y ago
Who needs to look up anything? They already have to scan the box and note the serial number of the item. Most of the time, these will just match and there's nothing to be done. Likewise, the box of rocks scenario doesn't impose any additional burden. The only time there's any additional work that may need to be done is if there's actually a set of Air Pods in the box that don't match the serial number. In that case, the system can automatically check itself for a previous and recent order of AirPods, pop up the serial number and show the person receiving the return, and they can compare just like they did when the box was scanned.
This would probably take a whole 30 seconds extra, but it would be an edge case. And, as you said, unless they stand to lose this person as a customer, it won't make a damn bit of difference to Amazon whether this particular edge case doesn't work. But, then, so much for "customer obsession," right?
- dylan604 5y agoThe fact that literal boxes of rocks or brick make it through shows that the least bit of effort the returns department could do is not getting done. Seems hard to miss an opening of a box to find a brick/rocks rather than what is pictured on the box getting passed by anyone that actually opens the box. "Hmmm, a box of rocks. I guess Amazon does sell anything. I wonder why the customer didn't like these rocks? I guess they didn't have the original box so they used this Norelco Electric Shaver box instead" says no Amazon employee ever (too much credit??).
- actually_a_dog 5y agoThen, how did they determine the wrong AirPods were in @marban's box? How does the situation they describe even arise? If nobody's looking in the boxes, this is a non-problem from the customer perspective.