Up the Amazon...

Posted on 2008/09/17 19:53:08 (September 2008).

Just once in a blue-moon something happens which restores (some of) your faith in the companies we do business with on-line. Not all are bad by any means, it’s just that the distance and isolation of buying on-line sometimes means suppliers don’t actually care that much about individual customers, when their focus is really on overall numbers and boxes shifted.

I often buy from Amazon, and have done since 1996. The other day I was in the market for a new camera, but was having those should-I, shouldn’t-I worries about exactly which I should go for. Initially I had thought an Ultra-Zoom compact would be the best all-round solution. A compact format with the ability to reach out and grab photos from afar. But... At the back of my mind I knew a Digital SLR would offer better photo quality, though be limited in scope (at least initially until I could save up for some add-on goodies!).

I plumped for the Ultra-zoom and ordered from Amazon. It arrived next-day. I didn’t like the one I’d chosen :-( So I decided to return it and order the DSLR. Now I don’t know if you know, but the returns procedure has been amended to include collection by DHL from your door. I followed the necessary links, requested the collection, and hoping everything would work, ordered the replacement.

And do you know what? It all worked perfectly. (I wonder if you actually expected me to say that!! :-D )

Here’s how the timeline went: Ordered ultra-zoom Wednesday; it arrived Thursday; collected for return by DHL Friday; replacement DSLR arrived Saturday.

And no one called me any names (that I could hear!)

I even got Nectar points (You are all signed up for Nectar rewards when you buy online, aren’t you? Of course you are...)

:-)

Well it's nice when things work as they should... :D

Posted by Lox at 2008/09/18 00:04:08.

Thanks Lox - and the refund was back with my a couple odays later. Considering it was my own vacillation which caused the problem, it was well handled.

Posted by Nigel at 2008/09/18 12:54:52.

Hi Nigel! I too have found Amazon to be a very customer-friendly outfit as regards problems with items purchased. On the very few occasions I have received something from Amazon which hasn't worked (in the main a DVD video which won't play or a software DVD which the computer won't read), they have always refunded me or sent a replacement, **without requiring me to return the original** (they say that because it is an international order I should just dispose of the faulty item as I see fit). On one occasion, they replaced a faulty software DVD (Microsoft Train Simulator) which came with a tips & strategies book as a gift with another copy of the software DVD and, with it, another copy of the book. I emailed them to say I already had the book from the original purchase and asked if I should return the second copy of the book, and they asked me to donate one of the two copies of the book to a local library if I could, rather than return it. I do buy a lot of stuff from them, and maybe that counts, but I find their approach in such matters very positive.

Posted by Bryan at 2008/09/18 14:56:11.

Thanks for commenting Bryan! Yes, that's good news and pretty much matches my experiences. Far too rare these days. Perhaps they are actually taking on board the notion that a happy customer is a returning customer!

Posted by Nigel at 2008/09/18 22:05:14.

Bryan: it is probably the case that it would cost them far more than the value of the book to have it returned, but the time they book it in and return it to stock. But I agree it is a nice attitude. I had a similar thing with Harkness Roses. I ordered two the same, and not only did they originally send them to the wrong address, but instead of two the same I got one I wanted and another of a completely different variety. Still a phone call was all it took and I ended up with an extra rose and an apology from "A Person"

Posted by Mad Mumsie at 2008/09/21 16:00:41.

MM: Yes, for sure it is hardly worth their while having the item sent back but, as you say, it does leave the customer happy, and that is a nice attitude in the modern day and age. In the era of internet shopping having contact the elusive "A Person" is indeed a rare privilege!!

Posted by Bryan at 2008/09/28 16:33:50.

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