top | item 41806642

(no title)

"Amazon does the customer service"

Sure this isn't Hell ? Because customer service at Amazon is a best non existant, at worse actively against you...

discuss

Can't you famously just return stuff to Amazon within a month for basically any reason? I purchased a monitor from Dell and after a few weeks it became clear that there was a loose connection internally. It was extremely simple to prove. But getting it replaced was hell. I went through the whole process of creating a ticket, talking to 3 different people, taking photos of the thing from every angle and then after they failed to get back to me for a week, I emailed for an update and was told "Sorry sir, there was no activity on the ticket for over a week so the ticket was closed". It didn't matter that the delay was on their side. And no they wouldn't reopen the ticket, and no I couldn't refer to the old ticket, and no the old photos wouldn't work. Start over. Talk to several different support people again, take all those photos again.

My SIL bought a scanner from Amazon a few months back and never unboxed it because she was moving house. When she did, it was faulty. They took it back without much of a fight even though the month was up. She just said "I unboxed it yesterday, it's broken".

chefandy|1 year ago

It's changing. I imagine that was always intended to be an introductory thing to cement their position in the marketplace.

apetrovic|1 year ago

I bought Kindle Paperwhite with ads. Get tired of ads. Tried to pay Amazon to remove ads, for some reason it didn't work (I'm not from USA).

Contacted customer support, explained what's the problem, the person on the other side said "wait a minute, sir" and removed ads from my Kindle without asking me to pay for it.

That was a good experience with Amazon.

echelon|1 year ago

Amazon's customer service (for the web store at least) is fantastic.

Even if the core shopping/delivery service fails you, if you complain, they'll take the "customer is always right" position and make you whole. They'll refund or re-ship with no questions asked, without requiring you sending back anything or even so much as providing proof.

I'm sure some people must take advantage of that level of customer service, but it's a really pleasant experience.

leghifla|1 year ago

Be cautious about calling their customer support if you have "bought" DRM stuff: you can be banned for any reason at any time.

I complained about a failed delivery (broken box, one item missing). They refunded me but then immediately put me on a watch-list, threatening to ban me if I ever complain again. I will never buy anymore on amazon.

See https://news.ycombinator.com/item?id=41555898

aktuel|1 year ago

Based on my own experience it is still fantastic. Not long ago I had an issue with an order and a real human called me back right away outside normal office hours. No waiting in a phone queue. And he was actually able to help me. If that is not excellent I don't know what is. I don't know of any other large company with a remotely similar customer experience.