Comments on: Poor Service from Amazon http://management.curiouscatblog.net/2008/01/11/poor-service-from-amazon/ Management Improvement focused on Deming, lean thinking, innovation, customer focus, six sigma, etc. Wed, 08 Feb 2012 14:35:23 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Amazon.ca Sucks <– with some resolution in the end « Magdalicious … the blog http://management.curiouscatblog.net/2008/01/11/poor-service-from-amazon/comment-page-1/#comment-33996 Amazon.ca Sucks <– with some resolution in the end « Magdalicious … the blog Sun, 12 Jul 2009 19:01:29 +0000 http://management.curiouscatblog.net/2008/01/11/poor-service-from-amazon/#comment-33996 [...] Today I get an email that “the following item from your order is not currently available for purchase. This item has been canceled from your order. If your credit card was charged, a refund has been processed.” First, it is very lousy service to sell someone something and then figure out you don’t have it to sell a few weeks later [read his blog] [...] [...] Today I get an email that “the following item from your order is not currently available for purchase. This item has been canceled from your order. If your credit card was charged, a refund has been processed.” First, it is very lousy service to sell someone something and then figure out you don’t have it to sell a few weeks later [read his blog] [...]

]]> By: Magda http://management.curiouscatblog.net/2008/01/11/poor-service-from-amazon/comment-page-1/#comment-33993 Magda Sun, 12 Jul 2009 18:46:27 +0000 http://management.curiouscatblog.net/2008/01/11/poor-service-from-amazon/#comment-33993 The answer is 42~! Ok just kidding (little hitchhiker guide humor there) I'm assuming you're problem was with .com? I just had a little 'fight' with .ca over their terrible customer service in the end they were all apologies.. but it left me with a bad impression. Oddly though all my experiences with .com have been positive. The answer is 42~!
Ok just kidding (little hitchhiker guide humor there)

I’m assuming you’re problem was with .com? I just had a little ‘fight’ with .ca over their terrible customer service in the end they were all apologies.. but it left me with a bad impression. Oddly though all my experiences with .com have been positive.

]]> By: CustomersAreAlways http://management.curiouscatblog.net/2008/01/11/poor-service-from-amazon/comment-page-1/#comment-31152 CustomersAreAlways Mon, 21 Jan 2008 14:15:17 +0000 http://management.curiouscatblog.net/2008/01/11/poor-service-from-amazon/#comment-31152 <strong>Customer Service Carnivale: The Very Good Tips Edition...</strong> sit back, relax, and enjoy all the good posts for this carnivale! So, without further ado.... Customer Service Carnivale: The Very Good Tips Edition…
sit back, relax, and enjoy all the good posts for this carnivale! So, without further ado….

]]> By: shaun sayers http://management.curiouscatblog.net/2008/01/11/poor-service-from-amazon/comment-page-1/#comment-31111 shaun sayers Sat, 19 Jan 2008 10:12:43 +0000 http://management.curiouscatblog.net/2008/01/11/poor-service-from-amazon/#comment-31111 They're not all bad, but this is an interesting article and no doubt will demonstrate how the dynamics of customer satisfaction works. Recently I was quite impressed with how smoothly their 30 day price-drop money-back policy worked. So I blogged it and bigged them up a bit in the process http://blog.capablepeople.co.uk/blog/_archives/2008/1/9/3456425.html However I suspect that the old maxim that tales of dis-satisfaction travel faster and farther than tales of satisfaction will be borne out by our contrasting experiences and subsequent blogging. Only wish we had a way to measure it They’re not all bad, but this is an interesting article and no doubt will demonstrate how the dynamics of customer satisfaction works. Recently I was quite impressed with how smoothly their 30 day price-drop money-back policy worked. So I blogged it and bigged them up a bit in the process

http://blog.capablepeople.co.uk/blog/_archives/2008/1/9/3456425.html

However I suspect that the old maxim that tales of dis-satisfaction travel faster and farther than tales of satisfaction will be borne out by our contrasting experiences and subsequent blogging. Only wish we had a way to measure it

]]> By: Michael http://management.curiouscatblog.net/2008/01/11/poor-service-from-amazon/comment-page-1/#comment-31068 Michael Mon, 14 Jan 2008 13:43:51 +0000 http://management.curiouscatblog.net/2008/01/11/poor-service-from-amazon/#comment-31068 It's interesting to read this post, because just last week Mark Graban at the Lean Blog made <a href="http://www.leanblog.org/2008/01/put-buyers-first-what-concept-new-york.html">this post</a> about how great Amazon's customer service is. Maybe it's because Mark's situation required human intervention, while yours was an automated email? But I'd still think a human would be involved when a product became unavailable, and there would be some way for them to contact all customers who had ordered that product. A few months ago I had my laundry detergent on recurring order from Amazon using a <a href="http://www.supermarketguru.com/page.cfm/32777">new service</a> , and the particular size I had ordered became unavailable. I got an email that was personalized, saying something like "sorry the manufacturer discontinued this size, but here are other options for how you can still get the same stuff -- in different sized bottles." So I was very happy with the way they handled a discontinued product. It’s interesting to read this post, because just last week Mark Graban at the Lean Blog made this post about how great Amazon’s customer service is. Maybe it’s because Mark’s situation required human intervention, while yours was an automated email? But I’d still think a human would be involved when a product became unavailable, and there would be some way for them to contact all customers who had ordered that product.

A few months ago I had my laundry detergent on recurring order from Amazon using a new service , and the particular size I had ordered became unavailable. I got an email that was personalized, saying something like “sorry the manufacturer discontinued this size, but here are other options for how you can still get the same stuff — in different sized bottles.” So I was very happy with the way they handled a discontinued product.

]]> By: David http://management.curiouscatblog.net/2008/01/11/poor-service-from-amazon/comment-page-1/#comment-31024 David Fri, 11 Jan 2008 17:11:09 +0000 http://management.curiouscatblog.net/2008/01/11/poor-service-from-amazon/#comment-31024 Good stuff, John. I had the same thing happen to me with Amazon recently. They sold me something 'available' then didn't deliver for months because it clearly wasn't available. I suppose my level f surprise when it happened says something about just how good I have always found them to be. I shall continue to use Amazon, but I'll be watching them more closely and will no doubt notice if I spot more stories like yours. At this point in time it's just two data points, your experience and mine, but a few more and maybe we'll be spotting a trend. Good stuff, John.

I had the same thing happen to me with Amazon recently. They sold me something ‘available’ then didn’t deliver for months because it clearly wasn’t available. I suppose my level f surprise when it happened says something about just how good I have always found them to be.

I shall continue to use Amazon, but I’ll be watching them more closely and will no doubt notice if I spot more stories like yours. At this point in time it’s just two data points, your experience and mine, but a few more and maybe we’ll be spotting a trend.

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