I recently had cause to send an email to Amazon on their contact page yesterday. This is the first time I had ever done this and it was relatively easy to find I have to say.
I was expecting some books in early February, and they still hadn't arrived. So I sent a terse email, but not too heavy. After all; I have been buying books from Amazon for many years, and have had them sent all over the world from Japan, to the USA, to Saudi Arabia to Latin America... and they have never even been late; let alone gone missing.
(And I do live in the Middle East - not known for great mail service)
So, I wasn't too worried. Took it as a fair statistic given all the books I had purchased in the past. Sent the email, and forgot about it, expecting the customary acknowledgment email, followed by a wait for a couple of days. (My experience with other on-site customer services)
Within 3 minutes (no joke) I received a reply stating:
Hello from Amazon.com.I was absolutely blown away, quick, friendly, sincere, and no issue to replace my books on this occasion. I have told as many people as I can tell, and I am actively looking for a book to purchase as a show of support for these guys.
Please accept my sincere apologies for the inconvenience this order might have caused you. It is certainly not our intention for our customer to have anything but a pleasant experience at Amazon.com.
I've checked your order and see that the order summary in Your Account estimated it would be delivered by February 4, 2008. Since it has not yet arrived, it does appear that this package is lost.
However, I've placed a new order and we'll ship it to the same address as soon as possible. There's no charge for this replacement order.
Here are the order details:
What a great company, what fantastic service... I'm sold. (That easy)
(P.S. One of the books I actually ordered was "Strategy and the Fat Smoker: by David Maister. If I had written this book it sounds like it would have been an autobiography. I hope to have a review here shortly)
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