Monday, January 9, 2012

Warren Ellis had a great experience with Amazon customer service

Warren Ellis:

At this point, I did not have high hopes, and assumed I’d be buying a new Kindle Keyboard at full price. The device had been out of warranty for well over a year. I pressed the button, and gave them permission to call me to (eventually, hours or days after I’d pressed said happy button) discuss what I assumed would be another hundred-odd quid out of my pocket.

I was surprised at the instant callback. Less surprised at the customer services person who had to ensure I wasn’t an idiot by making me do All The Things again, and then had me describe what you see above. And then she transferred me to another department. Where somehow else had me do All The Things again again.

And then said, “Okay, well, you’re out of warranty, so we’ll send you a new one tomorrow and charge you [a fraction of the price] for it.”

I made her repeat the price again, because I swore I’d misheard it. I hadn’t. The new Kindle is dispatched, being tracked, and will arrive in the morning. The whole process took less than five minutes from pressing the button on
Suddenly in the mood to buy a Kindle?