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 Amazon.com 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:
| Symptom | Resolution |
|---|---|
| Kindle screen frozen or Kindle unresponsive. Possible cause:
|
|
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:
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.
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