Amazon - spectacular customer service

artbaron

I'm a big fan of Amazon and I spend a lot of money with them, but my latest interaction with them is worthy of special praise. In October I bought a Wacom Intuos 5 Large from them (basically a big graphics tablet, I use it for my work). Costs a little short of £400.

Recently I noticed there were problems where the pen would briefly stop working so yesterday around lunchtime I contacted Amazon (click button on website, your phone rings immediately and you're talking to a rep 5 seconds later) and explained the problem. I asked if they could send me a replacement cable, in case the problem was just a loose connection but the guy said no, don't worry about cables, they'd send a brand new replacement tablet immediately. First class, no charge at all.

45 minutes later I received an email confirming the conversation and a couple of hours after that an email saying the new tablet had been dispatched.

Midday today, 24 hours after my phone call, I receive the new tablet which is now plugged in and working.

I have up to 30 days to return the old tablet, again at no cost to myself. I'll return it sooner than that but the point is I wasn't required to return it first, like most companies would insist on.

Now that is what I call customer service.

spidystrider

Well done you :j I am glad customer service, did such a great job for you.

I wish I had received the same treatment from them. I purchased two LG televisions from them and one started having problems after 8 months of use. It was only very slight at first, but by the year end the t.v was useless. It turned out that it was a known fault which was called 'ghosting'. The t.v. had slowly but surely gained a grey/white flicker all over the screen. I phoned LG, as it had just gone out of warranty, but they said that as it was a known fault, it would definitely be exchanged and that they would refund Amazon for the exchange. Amazon refused to play ball, even when LG contacted them.

After numerous phone calls between me, LG and Amazon, LG had to send me a t.v. direct. It took over 4 months to sort it out and LG sent me the cheapest t.v. in their range and quite a bit cheaper than the one I purchased originally. I still buy from Amazon if they have the best deal, but will never buy an LG product again.

vikingaero

Can you imagine the response if you bought the Wacom from PCWorld?

<PCWorld Tech who has been briefed to minimise returns>
"Umm, we'll have to send it away for testing. If it's faulty we'll replace it but you might have to pay a contribution or if we can't find the fault we charge you. It should be back in 12 weeks."

artbaron

vikingaero wrote: »

Can you imagine the response if you bought the Wacom from PCWorld?

<PCWorld Tech who has been briefed to minimise returns>
"Umm, we'll have to send it away for testing. If it's faulty we'll replace it but you might have to pay a contribution or if we can't find the fault we charge you. It should be back in 12 weeks."

Exactly............

pmduk

artbaron wrote: »

I'm a big fan of Amazon and I spend a lot of money with them, but my latest interaction with them is worthy of special praise. In October I bought a Wacom Intuos 5 Large from them (basically a big graphics tablet, I use it for my work). Costs a little short of £400.

Recently I noticed there were problems where the pen would briefly stop working so yesterday around lunchtime I contacted Amazon (click button on website, your phone rings immediately and you're talking to a rep 5 seconds later) and explained the problem. I asked if they could send me a replacement cable, in case the problem was just a loose connection but the guy said no, don't worry about cables, they'd send a brand new replacement tablet immediately. First class, no charge at all.

45 minutes later I received an email confirming the conversation and a couple of hours after that an email saying the new tablet had been dispatched.

Midday today, 24 hours after my phone call, I receive the new tablet which is now plugged in and working.

I have up to 30 days to return the old tablet, again at no cost to myself. I'll return it sooner than that but the point is I wasn't required to return it first, like most companies would insist on.

Now that is what I call customer service.

I had a similar experience with a failed Kindle this week. However, where they did fall down was requiring me to return the failed item via the awful yodel. After wasting a whole day for another yodel no-show, I insisted on returning it via Royal Mail, Amazon happily refunded me the postage.

lemontart

I had to contact their customer service for the first time in several years of using the company and very impressed with service, from the professional not over familiar type phone manner to the efficient way problem sorted out.

There are a lot of businesses that could learn a lot from them