4 ms·

The title doesn't seem to reflect the actual content: > They made her wait more than two months while they decided whether or not they were originally right ab

The title doesn't seem to reflect the actual content: > They made her wait more than two months while they decided whether or not they were originally right about the car being totaled. Maybe they were going to try to fix it. So it sounds like Amazon was dragging their feet figuring out if they were going to pay for replacing a totaled car or pay for fixing a near-totaled car. Then a reporter got involved and the expedited it. That doesn't exactly reflect well on Amazon, but it also doesn't sound like the headline ("they tried to not pay at all") was actually the case.

civilized 3y ago
If they want to provide evidence that they were pushing a reasonable process forward I don't think there's anything stopping them. And for anyone who wants to know more about why this might happen - look into Delay, Deny, Defend, the strategy McKinsey proposed to help Allstate increase its profits.
CydeWeys 3y ago
Two months is an awfully long time to go with no working car and no money to buy a new one. This could be a substantial hardship.
- Gibbon1 3y ago
  Tip from my old boss. If it's 100% the other parties fault first sign of push back from the insurance company go out and rent a car.
  - raincom 3y ago
    This tip is useless when you carry just liability insurance.
    - bb88 3y ago
      Not necessarily, you can add a loss/damage waiver.
btilly 3y ago
After 2 months of waiting, it is a reasonable conclusion that they were hoping that if they just waited long enough, they would never have to pay. This certainly isn't the behavior that I'd expect out of a customer obsessed company like Amazon aims to be. Certainly someone failed miserably at the first leadership principle, Customer Obsession. https://www.amazon.jobs/content/en/our-workplace/leadership-principles https://www.amazon.jobs/content/en/our-workplace/leadership-...

civilized 3y ago

If they want to provide evidence that they were pushing a reasonable process forward I don't think there's anything stopping them. And for anyone who wants to know more about why this might happen - look into Delay, Deny, Defend, the strategy McKinsey proposed to help Allstate increase its profits.

CydeWeys 3y ago

Two months is an awfully long time to go with no working car and no money to buy a new one. This could be a substantial hardship.

Gibbon1 3y ago
Tip from my old boss. If it's 100% the other parties fault first sign of push back from the insurance company go out and rent a car.
- raincom 3y ago
  This tip is useless when you carry just liability insurance.
  - bb88 3y ago
    Not necessarily, you can add a loss/damage waiver.

btilly 3y ago

After 2 months of waiting, it is a reasonable conclusion that they were hoping that if they just waited long enough, they would never have to pay. This certainly isn't the behavior that I'd expect out of a customer obsessed company like Amazon aims to be. Certainly someone failed miserably at the first leadership principle, Customer Obsession. https://www.amazon.jobs/content/en/our-workplace/leadership-principles https://www.amazon.jobs/content/en/our-workplace/leadership-...