A bouquet for Amazon

[khiemtran]

I ordered a set of Philips Historical Recordings featuring Arthur Grumiaux, only to find that disc six had a skipping problem. I started the Amazon return process and got given instructions on how to mail the producct pack and labels to print out to include with it. Almost straightaway, I received an email from Amazon apologizing for the incident and saying that because of the expense there was no need to return the original and that a replacement would be sent out.

Now, I know, rationally, that there's probably just a simple algorithm for calculating when the cost of returns outweighs the cost of fraud. That the email was probably just a form letter. That it's standard business practice to write-off a certain percentage of returns as an operating expense, and that it, in all likelihood, Amazon probably has a deal with the distribrutor to cover the cost of a certain percentage anyway. But...

But, it does actually make me feel good as a customer and it is increasingly rare to find competence from retailers these days. Amazon have definitely got my business the next time around.

Comments

[baldanders.livejournal.com]

I had a near-opposite experience with them recently, in which they sent me as new a book that had clearly been used or returned, to the point of having a tear in the cover that was repaired with tape.

[khiemtran.livejournal.com]

Interesting. Did they give you a replacement?

[baldanders.livejournal.com]

Yep! I had to package up the huge book and send it back (they paid for the postage), of course.

I got a good copy as replacement. But it bothers me that they will probably keep shipping out the first one till someone doesn't complain.

[khiemtran.livejournal.com]

Or until it reaches somewhere that the return cost is too great to be worth it.