Sunday, October 9, 2011

Thumbs Up for Customer Service

Brace yourselves, folks. Pick's Place is about to say something positive.

Since I spend so much time on this site bitching about anything and everything, it's time I gave credit where it's due, so props to for their outstanding customer service.

The other day I found the screen on my three month old Kindle frozen. After Googling "Kindle troubleshooting" I found this:

Kindle screen frozen or Kindle unresponsive.

Possible cause:
  • Low battery charge.
  1. Plug the Kindle into a wall outlet.
  2. Ensure the Kindle is charging (the indicator light should be on).
  3. Wait 2 minutes.
  4. If necessary unplug the Kindle and reset by moving and holding the power switch for 20 seconds before releasing it.

I tried this, and it didn't work. Other Kindle discussion boards had the same advice.

I braced myself for the worst and called Amazon customer service.

Amazon: How can I help you?
JRP: My Kindle screen is frozen
Amazon: Have you tried holding the switch for 20 seconds?
JRP: Yes.
Amazon: May I have your name, email, and address?
JRP: (provides requested info)
Amazon: OK, it looks like your Kindle is still under warranty. We're putting a new one in the mail and You should have it by October 11.
JRP: That's it?
Amazon: Yes, and we will provide a prepaid mailer for you to return the old Kindle. Is there anything else I can do for you?
JRP: No, you've been very helpful, thank you.

What I just described is 100% true and is a case study in customer service. It seems very simple to me. Why can't all companies do this?

Thank you, Amazon, for showing us how it's done.

1 comment:

Deciminyan said...

Maybe it's the full moon, but I also had a good customer experience yesterday. I was at a big name department store in a local mall yesterday, looking for a winter coat. I picked one out - I liked the style, it fit perfectly and the price was right. Then a salesperson came up and said, "Do you realize that the coat is not waterproof?" So I didn't buy it. Needless to say, I won't identify the salesperson, but you can be sure I will make it a point to shop in that department again if they hire salespeople who are looking out for customers.